09 checking information

Welcome back. This is what's happening today. As a result of some embarrassing mistakes in deliveries, Tip Top, Trading's big boss in America, has ordered a recheck of every order this month. So Paul's talking to key customers to see if they've got what they needed.

I just want to check. You're happy with the grapes.

Tom, who we all know is responsible for the disaster, is phoning his clients to make sure he has the correct information about what they want.

I just want to make absolutely sure we get the order right for you and I've got the, the correct number of fruit.

Denise is, well, talking on the phone to a friend.

Brown shoes don't look.Right on him. He's not a brown shoe sort of person.

Anna's got to go down to the warehouse where the products are prepared for delivery.

I have to speak to Mr Ingle. Apparently, he's not very friendly. He might not like me asking lots of questions.

Well, be polite and start your sentences with things like, I just want to make sure that. Could you possibly clarify? I just want to check. Just to be absolutely clear. One thing I wasn't sure of was .good luck.

Mr Ingle. I don't think we've met yet. I'm Anna.

Oh, hello. Oi. What are you doing with those boxes? I told you to put them in storage. Anna, is it?

Yes. Sorry to bother you. I just want to check something. We've had a few problems with orders.

Well, that's not my fault. I do exactly what I'm asked to do. No, not there. In storage.

Oh, well, I just want to make sure that.

30 years I've been doing this job and I've never made a mistake,.

of course. But because we've had problems, we need to make absolutely sure that all deliveries are correct could you possibly clarify what went out in today's delivery to Mr Barry of. BlueTree Enterprises,

500 redcurrants. Right. That's fine.

Well done, Anna. This is going very well. Remember that other phrase. I just want to check.

Okay.Now I just want to check what was sent to Cocoa Line limited. It should have been 15 mangoes.

That's right.

Great. And just to be absolutely clear, you send the soft mangoes, not the plastic ones, just like I was told to.

Good. One thing I wasn't sure of was whether we had enough yellow bananas in stock. I know there are some purple ones, but.

Well, we do need more yellow bananas.

Okay. I'll just write that down. Thank you, Mister Ingle. By the way, I like your overalls. Oh, thanks.

Well, he was a bit unfriendly, but Anna got what she needed. Here are the phrases she.

used. I just want to make sure that. Could you possibly clarify? I just want to check. Just to be absolutely clear. One thing I wasn't sure of was.

Well, everything in the warehouse seems to be okay. Back in the office, Tom is having less luck.

Really here. It says 5000, not five.

It's going to be a long day for him. Until next time, bye.

10 disagree

Welcome. The team at Tip Top Trading are hard at work making plans for the launch and presentation of their latest product, the revolutionary, almost real Imperial Lemon. They're brainstorming, sharing ideas on how to make their lemon a success.

But it needs to be.Bright.

This is much more exciting,

but having three colors would work better.

There is a lot of disagreement going on, which is putting Anna's vocabulary to the test. It just needs to be right.

I'm taking the final decision. The color scheme will be green and yellow. So that's that. Now the first presentation will be to Mr Slime.

Mr Lime.

MrLime. That bit of biscuit look like an ass. Mister Lime. Thank you, Annabel.

Anna.

Mr Lime and his team at Citrus Ventures. Ideas please.

Why do we offer Citrus Ventures a special opening offer: 20% off Imperial lemon orders made this month? We could even do that for all our regular clients.

That would be a big risk.

No,

but if we do that once, all our clients will start asking for 20% of everything.

No, I disagree.

We'll be bankrupt.

No, you're wrong.

Anna. Maybe you should find a better way of saying you disagree with Denise.

I'm so frustrated. I can't think of the right words.

It helps if you try phrases like, well, I'm not so sure about that. Then explain why or start your sentence with, but when you want to disagree with what has just been said or to seem more polite, you can try I see your point. But actually I think

I'll Try

And don't be aggressive, Anna, and give your reasons too. Or you're upset Denise again.

Okay. Well, I'm not so sure about that. I think it will improve our sales of lemons and make our clients happy. Happy clients. We'll come back to buy more.

Yes.That's a good point, Anna. But Anna,

but 20% is a lot. Maybe 5% would be better.

But if we're going to make a special offer, we should make it so good that everyone will say yes,

But people might think there's something wrong with our lemons and that we're desperate to get rid of them.

I see your point, but if we explain this is just a special offer for special clients, they'll understand.

I like that idea. Good. 20% off for all regular clients just for this month. Anna, you'll be making the presentation to Citrus Ventures, so make sure you include that offer.

Yes,

Right. Next. What photos do we have of the lemons?

Finding the right words to disagree in meetings isn't always easy, but Anna managed in the end. She started sentences with this short word to show that she was about to disagree with what has just been said.

But.

And use these phrases.

I'm not so sure about that.

I see your point. But actually, I think.

The next big challenge for Anna will be her presentation to Citrus Ventures. Join us again soon to find out what happens.

I've got to do a good job, but it's going to take me ages. Oh, well, I had better get started, otherwise I'm going to be here all night.

11 work for long hours

It's late at the offices of Tiptop Trading. Anna's alone, working again. She's been doing this all week. She wants her presentation to Mr Lime to be perfect, so she's spending hours and hours on it.

Anna,

Don't interrupt. I'm busy. Sorry.

Anna, you're really burning the candle at both ends.

What?

Burning the candle at both ends. It means working very hard, working late, getting up early to work all the time.

I didn't know that expression.

Well, here are some more. You're doing overtime, which means you're working longer than office hours. You're putting in the hours, which means you're spending all the time needed to achieve something.

Yes, I'm putting in the hours to make sure my presentation is perfect.

And if you don't mind me saying so, you might burn out, which means you're working so hard, you might get very tired and run out of energy.

I'm not burning out. I'm full of energy. I just need to finish. Oh, this bit.

My goodness, nothing's locked. Do you think we've been burgles?

Oh, no. I left my lapbook and my mepad on the desk and my itop. There were thousands. They're all the latest versions.

And I left out my elephant mug and my lady curved-nail file. They better not have stolen them.

But it is premium ,faux- orange premium.

Anna.

It's Anna. She's asleep. Anna.

Lemons. Denise. Tom.

Have you spent the night asleep at your desk, Anna.

Is it morning? Oh, dear. Yes, I think so.

Well, at least we haven't been burgled then.

Anna, you've really been burning the candle at both ends lately.

Yes, you've been doing hours and hours of overtime. Most people get their work done within office hours. And anyway, we don't pay over time here. You'll never find me working late.

I had noticed that actually, Denise.

But this presentation must be perfect.

If you're not careful, you'll burn out. Then you really be of no use to anyone. You'll be as useful as a chocolate teapot.

It's good that you're putting in the hours, Anna, but you should calm down and look at me. I do very successful presentations without spending hours preparing . In my presentation to Every Apple I just swooshed in with no preparation after a night on the town. Charm them. They love me.

I bet he actually spent hours preparing. He just can't admit it.

Well, maybe you're right. I can think clearly anymore. I'm so tired. I need to sleep properly. Otherwise, I'll end up trying to sell bananas instead of lemons.

Anna has finally got the message. She's realized she's been working too much. She needs to be realistic. Here's a reminder of some of the phrases we heard to talk about how much Anna had been working.

Burning the candle at both ends.

Doing overtime.

Putting in the hours.

Burning out.

Let's hope she's thinking clearly by the time she has to do her presentation. Join us next time to find out. Bye.

12 presentation

Hello, welcome to the offices of Citrus Ventures. It's a big day for Anna. She's about to present Tip Top Trading's new Imperial Lemon to Mr Lime and his colleagues. This must not go wrong.

Repulsionary laser curve. Revolutionary laser curve. Refugeary.

How are you feeling today, Anna?

Oh, scared. I want to do really well. If I mess up and Citrus Ventures doesn't place an order, I'll be so upset.

You're well prepared. That's the main thing. Explain clearly how your presentation will be organized.

Okay. Oh, dear. I didn't think of the very beginning. Can you give me examples of what I should say?

After you've introduced yourself, you could say today I'm going to and explain. Then say, I'll start by and then I'm going to move on to discuss and finally.

Okay. Like this. Today I'm going to I'll start by and then I'm going to move on to discuss and finally.

Exactly.

Right. Thanks. I'll try. Everything will be fine. I feel relaxed now.

Anna, Miss Lime, how lovely to see you. You look absolutely. Well, I've been looking forward to this for days. Everyone is waiting in the meeting room. Come this way. Cucumbers. Oh gosh. Now, everyone in Citrus Ventures is very excited about this new Imperial Lemon. So I allowed a few extras to come and watch. I hope you don't mind. All your equipment has been set up so you can begin.

Hello, I'm Anna of Top Tip Trading. I mean, tiptok trading. Sorry. I'm very unhappy to be here.

Anna. Focus.

I mean, I'm very happy to be here.

Anna. Breathe deeply. Then say today I'm going to.

Today I'm going to present a revolutionary new Imperial lemon. I'll start by telling you a bit about TikTok trading and some of the exciting new developments at our company. And then I'm going to move on to explain how the Imperial Lemon is designed and what makes it so revolutionary. And finally, you will all have a chance to say it, close up for yourselves and ask questions. So let's begin. This picture shows.

Well, as usual, Anna seems to be turning a difficult situation into a success. She used the phrases we discussed, which made her opening clear and well structured. She said.

Today I'm going to, I'll start by and then I'm going to move on to discuss and finally.

But that's just the beginning. Now she's got to get through the rest of the pitch. How will that go?

This picture shows, oh, no, why isn't it working? I should just click on this. Oh, what's wrong with this stupid computer?

Oh, it was all going so well, but now Anna's got computer problems. What's she going to do? We'll find out next time. Bye.

13 making a pitch

Hello. Welcome back to the offices of Citrus Ventures. Anna's presentation to Mister Lyme and his colleagues continues. Well, almost. Her computer is jammed and the presentation along with her notes are frozen.

Oh, no, this is terrible.

Anna. You're going to have to manage without the slideshow or notes.Just talk,

just talk. You just talk. What on earth am I going to say? My mind is blank.

Try to remember the key points you wanted to share and give them one by one. If you can give some facts that support each point. For example, tip top trading is growing fast. Our number of clients doubled last year. Use phrases like this. The company has a strong track record of, let me share with you ,the Imperial lemons key strengths are.

Okay.Sorry about that. I'll just have to continue talking without the slideshow. So, tiptop trading is growing fast. Our number of clients doubled last year. This is because our company.

Yes, but try not to bark out information like a robot. Look people in the eye, slow down and try to be more conversational. Oh, and smile.

Tiptop trading is growing fast. Our number of clients doubled last year. This is because our company has a strong track record of reliability. And because thanks to new technology, our fruits are more and more convincing. Our bananas have won awards for being the most authentic looking fruits in Europe. We are very happy that Sitters Fenches is already among our clients and we hope to build on that by offering you more exciting new fruits. Let me share with you our latest product, the Imperial Lemon.

Goodness. Great.

Imperial Lemon's key strengths are its design and, and flexibility. It is made with revolutionary for Orange Premium laser curve definition.

Watch. It excellent performance from Anna. She focused on some key points, supported them with facts and structured her answer clearly. She also managed to relax and sound more natural. She used these phrases.

The company has a strong track record of. Let me share with you the Imperial lemons key strengths are.

Let's fast forward to after the meeting to see if she gets an order.

So thank you for your time. I hope you're impressed with our Imperial Lemon .

Fantastic, Anna. Fantastic.

Thank you.

Those lemons. I'd like to put in an order for 300000 right away.

Of course.

Now, what's your direct phone number? Good work. Although I must say Mr Lime seems just as excited about Anna as he is about the lemons. Watch out, Anna, until next time.

14 phone Manner

Hello, we're back at Tip Top trading. Anna's very busy dealing with Mr Lime's big order for Imperial lemons.

Yes.Who? I can't hear you. Mister Watts. What? Mister who? I don't know. You tell me. Oh, you are Mister Hu. H. You who? No, Tom's busy callback later. Bye, Tom. Missa, who called you? Mister Hu. Mister who? H U.

Anna, Mister Hu is a very important.

What now?

Yes,

I'm gonna have to talk to the boss about this.

No, I'm busy. Give me your number. I'll call you later. Yep, yep, 6,8. Thanks. Bye. Right now, where was I?

Anna, could I have a word?

Yes.

Oh, he must want to tell me how pleased he is with the Citrus Venture style.

Now. Anna biscuit,

thank you.

I'm a little bit concerned about something.

I'm a little bit concerned. Doesn't that mean something bad?

Yes. Anna, Paul is using a polite turn of phrase to say he's unhappy about something. Let's see what he's got to say.

I think you need to work on your telephone manner.

Work on my telephone manner.

It means the way you talk on the phone is not good enough and you have to improve it. To work on it to make it better.

Perhaps you should think about.

Perhaps you should think about. That's a polite way of telling you to do something.

Anna, are you listening to me?

Yes. Sorry. I was just sort of talking to myself. Could she repeat what you said, please?

Right. I'll start again. I said I'm a little bit concerned about your telephone manner. You need to work on the way you speak to clients. Perhaps you should think about being a bit more polite to clients. It's important for the image of the company.

Oh, okay.

You can go now. Take another biscuit with you. That's my last chocolate wafer . You lucky thing,

Anna. Is everything alright.

Yes.

What's the matter?

Paul says I need to work on my telephone manner.

Well, I was a bit concerned about it myself. And I think Tom actually mentioned it to Paul. But look, I'll help you if you like. I'm a bit of an expert on the phone.I'll give you some lessons.

Oh, thank you.

Come in early tomorrow morning before the others get here and we'll practice.

Thank you, Denise. That's very kind.

Denise is actually being nice to Anna. Amazing. Although from what I've heard of Denise on the phone, she's only ever gossiping with friends. Paul was very gentle and polite in the way he explained to Anna there was a problem and that she needed to improve some things. He used these phrases.

I'm a little bit concerned about

you need to work on,

perhaps you should think about.

Let's see if Denise manages to teach Anna anything useful next time. Until then.

15 phone manner

Yes,

stop. That's all wrong. I'm going to call you again this time.

Hello. Here we are in the middle of a telephone training session with Denise and Anna. What fun.

This time you don't say yes when you answer. It's rude. Call me and I'll show you how it's done.

Hello, Tip Top Trading.

Wow, that's good.

And you can say your name. Hello, Tip Top Trading. Denise speaking. Try it.

Hello, Tip Top Trading. Denise speaking.

No, what? Say Anna speaking.

Oh, sorry, I'm so stressed by all this. Hello, Anna speaking.

You sound like you're sitting on a pineapple. Listen to my voice. Hello, Denise speaking.

Hello, Anna speaking.

Good. Now, when the person has introduced themself, this is Mrs. Smith or whatever. Say hello, Mrs. Smith, how can I help you? Or if you know them already, you might say hello, Mrs. Smith, how are you?

Okay. What if Mrs. Smith wants to speak to Tom but he's not there?

You say, I'm really sorry, he's not available at the moment. Can I take a message or I'm afraid he's busy. Shall I ask him to call you back?

Okay?

And to end a conversation, you can say thank you for calling. Goodbye. Let's do another practice.

Hello, Tip Top trading.

Hello, this is Missy Smith.

Hello, Mrs. Smith. How can I help you? I'd.

Like to speak to Tom, please.

I'm really sorry he's not available at the moment. Can I take a message?

That's okay. I'll try again later.

Okay. Thank you for calling. Goodbye.

Excellent.

Oh, how did you call me without dialing?

I didn't. That's a real call.

Oh, no, I'm all nervous now. Hello, Tip Top trading. This is Anna speaking.

Hello, Anna. This is.

Sublime.

Mr Lime from Citrus Benches, but I think we should be on first name terms now. So call me.

SAB. Okay, Seb, how can I help you? I.

Just wanted to say again that your imperial lemon is fantastic. And I was wondering if you'd like to do lunch with me sometime.

Lunch.

I knew it. Mr Lime is interested in more than just your lemons.

Would you like to discuss the Imperial lemon?

Forget the lemon. Sanna, the reason I want to see you is more of a personal nature.

Personal? Can I call you back? I'm afraid I'm a bit busy at the moment, but.

Well, Anna, Mister Lime, eh?

Oh, dear Denise, I think I need a bit more help from you. He wants to talk about personnel, people starving.

Are you sure? I think he means a personal nature, not personnel. That Mr Lime.

Mr Lime, indeed. Anyway, Anna had an excellent phone manner. Let's hear those phrases again.

Hello, tiptop trading. This is Anna speaking. Hello, Anna speaking. Hello, Mrs. Smith. How can I help you? Hello, Mrs. Smith. How are you? I'm really sorry. He's not available at the moment. Can I take a message? I'm afraid he's busy. Shall I ask him to call you back? Thank you for calling. Goodbye.

But how is Anna going to handle Mr Lime's request? I can't wait till next time. Bye.

P62 set priority

draw up a rota

get organised

I have got to prioritise.

delegate tasks to sb

It would be a great help if you could take on this other task.

I will have to put off some tasks untill tomorrow

I need help ,I have too much to do.

P63

I have got to prioritise.This task is the most important so I am going to concentrate on this first.

It would be a great help if you do this for me.

I am going to put that off until tomorrow ,I am afraid

I just have too much to do ,I need some help.

69 persuade someont to change his mind

tantrum

Do not to be too hasty

Dont rush into a decision

we can work this out