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23 Cards in this Set
- Front
- Back
- 3rd side (hint)
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Presentations - Standard welcome
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Thank you for joining the call, the meeting...
Thank you so much for coming along today... Thank you for finding the time to come and join me today.... |
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Presentations - Aim, purpuse
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The purpuse of today's presentation is
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Presentations - Summary of the main points (normally 3)
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Let me begin by explaining..
First of all, I'd like to talk about... Secondly, I want to have a look at... And finally, I'd like to finish off by saying... |
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Presentations - Invite for questions
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...at the end I'd be happy to answer any question
...I'd be very happy to invite you to ask questions at the end of the sesion There will be plenty of time for us to discuss the point that have been raised, Does anyone have any question... |
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Presentations - Body of the presentation
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If you look at the first graph
A good illutration/example of this is Now let's lood at... |
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Appraisals
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Performance reviews
Annual interviews |
To monitor the employee progress and discuss the problems/challenges they face. Also congratulate on achievements.
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Appraisals - General
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How do you feel is been?
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On the whole it's been quite a good year but up and down,
It's been ok actually; I think I had quite a good year in terms of my own development, my job satisfaction |
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Appraisals - Objectives/Target/Aims
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Set objectives
List of competences - skills to do the job efectively |
We can say that objective was achieved
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Appraisals - Support
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Do you feel supported by...?
Are the team members helping you to acheave |
Opportunity for the employee to be honest with the relationship with their colleagues
encouragement, helpful, |
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Appraisals - Ups and Downs
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What were the less satisfactory areas for you/low points?
What are been the hightlights? |
Congratulate and emphasizing the positive
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Telephone Language - reception
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Hello, you've reached the marketing department, how can I help?
You're through marketing, how can I help? |
Who's calling please? My name is ...
Who should I say is calling? It's Mike Andrews |
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Telephone Language - caller language
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Can I speak to ...please?
Could I speak to...please? |
Just a second I'll see if he is in
Please hold... Hang on a moment, I'll put you through |
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Telephone Language - wrong number
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I'm sorry you must have the wrong number, there's noone with that name here
I'm afraid you got the wrong number |
Oh Can I check the number I got?
Sorry about that, I must have dialed the wrong number Sorry to trouble you |
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Telephone Language - not available
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I'm afraid ...
...he is in a meeting at the moment ...he's out of the office today ...he's on another line ...he can't come to the phone |
Can you call back later?
Can I take your number please? |
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Telephone Language - leaving a message
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Can I take a message please?
Can I leave a message? |
Ok I'll make sure he'll get the message
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Telephone language - making arrangements
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I'm phoning to arrange an appointment / meeting
Ok let me see... what about I can't make it in the morning I'm afraid |
What about Friday then? sure sometime in the morning?
Fine by me so 11am this Friday It's in the diary Rachel |
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Telephone language - making arrangements formal
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I’d like to arrange an appointment to see him, please.
Could you hold on for a minute Mr Jefferson. I’ll just look in the diary. Would next Wednesday be ok? |
What's convinient for you?
so shall we say... Yes that sounds fine, Thanks very much |
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Telephone language - book a flight
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I’d like to enquire about flights to...
Could you tell me about the flight availability and prices? does that include airport tax? |
Certainly, do you want to go economy, business or first class?
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Telephone language - book accomodation
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I’d like to book a hotel room for...
is there a discount rate for... do you mind if I book it provisionally for now, and I’ll call you back later to confirm... |
Can I help you with anything else?
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Delegating - check work and ask help
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Can I have a quick word with you?
I was wondering if you could take responsability for the/do sth... Are you happy with ...the computer system? |
Yes sure, so when you'd like me to start?
Yes I'm fine with the system |
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Delegating - Deadline
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What's your workload like?
Would that be alright/ok? I'd like you to start as soon as possible... If you need anything you know I'm here/let me know |
I don't have much on at the moment.
Sure. I’ll get on with it straight away. |
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Dealing with difficult work situations
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Can I have a word please in my office? I'll come straight to the point
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I really want to see some improvement
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Asking for a pay rise
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Are you free for a quick chat?
I feel it's time for a pay rise Should I put this request in writing as well? so we have a record of it |
What kind of rise are you looking for?
We' |
