English for Professional Purposes

Business speaking

Business speaking: overview

• Business speaking requires specific language skills for professional contexts
• Effective business communication builds credibility and relationships
• Different business situations call for different speaking approaches
• Each feature contributes to overall communication effectiveness

Business speaking: clarity and concision

• Use precise, straightforward language: “We need to reduce costs by 15% this quarter”
• Avoid unnecessary jargon: Say “begin” rather than “commence” or “initiate”
• Structure information logically: “There are three reasons for this decision. First… Second… Finally…”
• Be specific with figures and facts: “Sales increased by 12% year-on-year” (not just “Sales went up a lot”)
• Eliminate redundancies: “Please respond by Friday” (not “Please respond back by Friday”)
• Focus on key information: “The main issue is delivery time” (rather than covering every minor detail)

Business speaking: appropriate formality

• Adapt formality to context: more formal for board presentations, less formal for team meetings

Business speaking: appropriate formality

Less formal (but still professional) examples:

Business speaking: cultural awareness

• Acknowledge different communication styles: direct vs indirect approaches
• Adapt greeting practices: “I’m pleased to meet you” with appropriate physical greeting (handshake, bow, etc.)
• Be mindful of titles and forms of address: “Dr. Schmidt” vs “Ms. Schmidt” vs “Helga”
• Consider cultural attitudes toward disagreement: “I see your point, however, we might also consider…” (indirect)
• Respect hierarchy norms: “Would it be possible to get your thoughts on this approach, Director Chen?”
• Be aware of humour differences: avoid jokes that may not translate well across cultures

Business speaking: active listening

• Use verbal acknowledgement: “I understand your concern about the timeline”
• Demonstrate engagement: “That’s an interesting point about market segmentation”
• Ask clarifying questions: “Could you elaborate on how that would affect our supply chain?”
• Paraphrase to confirm understanding: “So what you’re suggesting is that we prioritise the European market first?”
• Avoid interrupting: allow speakers to complete their thoughts
• Respond thoughtfully: “Your point about customer retention connects well with what we discussed earlier”

Business speaking: purposeful communication

• Begin with clear objectives: “Today, I’d like to address three key issues…”
• State your purpose explicitly: “The purpose of this call is to finalise the contract terms”
• Use signposting language: “Moving on to our second point…” or “To summarise what we’ve discussed…”
• Focus on outcomes: “By the end of this meeting, we need to decide on our marketing strategy”
• Ask targeted questions: “What specific resources would you need to meet the June deadline?”
• Drive toward decisions: “Based on our discussion, I propose we proceed with option A”
• Close with clear next steps: “I’ll circulate the minutes by tomorrow, and we’ll reconvene next Tuesday”

Business speaking: professional vocabulary

• Industry-specific terminology: “We need to discuss our cash flow projections and quarterly ROI”
• Formal business collocations: “conduct a meeting” (not “do a meeting”)
• Diplomatic language: “We might want to reconsider this approach”
• Hedging language when appropriate: “It appears that the market is shifting toward digital solutions”
• Action-oriented verbs: “implement,” “coordinate,” “streamline,” “facilitate”
• Positive framing: “This presents an opportunity to improve our processes”
• Professional alternatives to informal expressions: “The project encountered difficulties”

Company profile presentations

Company profile presentations: overview

• A company profile presentation introduces your organisation to potential clients, partners, or investors
• Structure, content, and delivery all contribute to making a powerful impression
• Tailoring your presentation to specific audiences shows professionalism and preparation
• Effective presentations balance information with engagement
• Visual elements should complement your verbal delivery

Company profile presentations: preparation

• Research your audience thoroughly: “We’ve analysed your industry challenges and prepared relevant examples”
• Identify key decision-makers: “I understand that procurement and technical teams are represented today”
• Anticipate potential questions: “You may wonder about implementation timelines, which I’ll address in detail”
• Prepare concise company information: “I’ve prepared a focused overview of our core capabilities”
• Rehearse timing and transitions: “I’ll cover our company history briefly before moving to our current solutions”
• Test all technology in advance: “All demonstrations have been tested to ensure smooth presentation”

Company profile presentations: delivery techniques

• Project confidence through posture: standing straight with shoulders back
• Maintain appropriate eye contact: “As you can see from this customer satisfaction data…”
• Vary your vocal delivery: emphasise key points through pitch and volume changes
• Use purposeful gestures: indicating growth on charts or highlighting key information
• Control your pace: “I’d like to take a moment to emphasise our quality control process”
• Show enthusiasm appropriately: “We’re particularly proud of our recent sustainability certification”

Company profile presentations: handling questions

• Anticipate common questions: “A question we often receive is about implementation timeframes”
• Listen fully before responding: “Thank you for that question about our supply chain”
• Clarify complex questions: “If I understand correctly, you’re asking about our API integration capabilities”
• Structure responses logically: “There are three aspects to consider regarding your question…”
• Handle difficult questions diplomatically: “That’s an insightful question about our competitor relationships”
• Admit limitations honestly: “That’s beyond my expertise, but I’ll ensure you receive that information by tomorrow”

Company profile: opening and introduction

• Begin with a professional greeting: “Good morning, ladies and gentlemen”
• Introduce yourself clearly: “My name is David Williams, and I am the Marketing Director at Orion Technologies”
• Establish credibility: “I’ve been with the company for eight years, leading our expansion into European markets”
• Preview the presentation: “Today, I’ll be sharing an overview of our company’s history, our innovative products, and our vision for the future”
• Create engagement: “By the end of this presentation, you’ll understand how our solutions can address the challenges your organisation is facing”

Company profile: background and history

• Start with founding details: “Orion Technologies was established in Manchester in 2005 by Dr Jennifer Clarke”
• Highlight key milestones: “In 2010, we launched our first patented security system, which revolutionised the industry”
• Use past tenses appropriately: “We began as a small research team and have grown into a global organisation”
• Emphasise growth trajectory: “Over the past decade, our company has expanded from 15 employees to more than 200 professionals across three continents”
• Connect history to present identity: “These foundational experiences have shaped our commitment to innovation and quality”

Company profile: products and services

• Use clear categorisation: “Our product portfolio comprises three main categories: hardware solutions, software applications, and consulting services”
• Employ descriptive language: “Our flagship product, SecureConnect, offers robust protection against emerging cyber threats”
• Highlight benefits, not just features: “Our cloud-based monitoring system enables real-time threat detection, providing peace of mind for your IT team”
• Use present simple for current offerings: “We specialise in bespoke security solutions for the financial sector”
• Include relevant statistics: “Currently, more than 500 companies rely on our managed security services”

Company profile: unique selling points

• Articulate clear differentiation: “Unlike our competitors, we offer 24/7 technical support included with every package”
• Use comparative language: “Our response time is significantly faster than the industry average”
• Employ superlatives judiciously: “We are the leading provider of integrated security solutions in Northern Europe”
• Back claims with evidence: “Our proprietary technology has been independently verified to detect threats 30% more effectively than standard solutions”
• Focus on customer outcomes: “By implementing our system, clients typically reduce security incidents by 65% within the first year”

Company profile: market position

• Describe your market segment: “We primarily serve medium to large enterprises in the financial and healthcare sectors”
• Present competitive landscape honestly: “Within the cybersecurity market, we rank among the top five providers in the UK”
• Use adverbials effectively: “Internationally, we have successfully established partnerships with leading organisations in 12 countries”
• Reference client base appropriately: “Our clients include three of the five largest banking groups in the Nordics”
• Acknowledge market trends: “As the industry shifts towards AI-driven solutions, we are strategically positioned to lead this transition”

Company profile: future goals and vision

• Articulate clear vision: “Our vision is to make enterprise-grade security accessible to organisations of all sizes”
• Present concrete goals: “Over the next three years, we aim to expand our presence in the APAC region”
• Use future tenses appropriately: “We will be launching our next-generation platform in the second quarter of next year”
• Connect to wider impact: “Through these initiatives, we hope to contribute to a more secure digital environment for businesses globally”
• Express commitment: “We remain dedicated to continuous innovation and exceptional service”

Company profile: questions and discussion

• Invite engagement: “I would now be happy to answer any questions you may have”
• Show openness: “I welcome your thoughts on how our solutions might align with your requirements”
• Manage technical questions: “That’s an excellent question about our encryption protocols. Let me explain how our approach differs…”
• Handle challenging questions: “Regarding market competition, we certainly recognise the strengths of other providers, however…”
• Conclude gracefully: “Thank you for your thoughtful questions. I look forward to continuing our conversation”

Calls

Professional telephone calls: structure

• Greeting and identification
• Purpose of the call
• Main discussion points
• Clarifying and confirming
• Next steps
• Closing and farewell

Professional telephone calls: greeting and identification

• Answer professionally: “Good morning, Hartwell Industries, James speaking”
• Identify yourself fully when calling: “Good afternoon, this is Emma Clarke calling from Meridian Solutions”
• Use appropriate time-of-day greetings: “Good morning/afternoon/evening”
• Ask for the specific person: “May I speak with Ms. Richardson from the procurement department, please?”
• Respond when asked for: “Yes, this is she/he” or “Speaking, how may I help you?”
• Be courteous if the person is unavailable: “I understand she’s in a meeting. Would it be possible to schedule a time for her to return my call?”

Professional telephone calls: stating purpose

• Be direct and specific: “I’m calling to discuss your recent order of industrial components”
• Provide context: “I’m following up on our meeting last Tuesday about the Johnson project”
• Reference previous contact: “I received your email regarding the contract renewal and wanted to discuss some details”
• Indicate time sensitivity when relevant: “I’m calling about an urgent matter concerning tomorrow’s delivery”
• Check availability: “Is this a convenient time to discuss the marketing proposal?”
• Mention mutual contacts: “John Wilson from Apex suggested I contact you regarding your IT security requirements”

Professional telephone calls: main discussion points

• Structure your points: “There are three matters I’d like to address today”
• Introduce each topic clearly: “Firstly, regarding the delivery schedule…”
• Use signposting language: “Now, moving on to the pricing structure…”
• Check understanding regularly: “Does that timeline make sense before we continue?”
• Balance detail with brevity: “In summary, the new system offers enhanced security while reducing maintenance costs”
• Use active listening: “You mentioned concerns about implementation—could you elaborate on that?”

Professional telephone calls: clarifying and confirming

• Ask open questions: “Could you explain what you mean by ‘flexible payment terms’?”
• Seek specific information: “When exactly would you need the proposal by?”
• Check understanding: “So if I understand correctly, you require three different quotations?”
• Paraphrase information: “Let me check my understanding—you’re concerned about the training schedule, not the content?”
• Request clarification politely: “I’m not quite clear about the approval process you mentioned. Could you explain that again?”
• Confirm numbers and spelling: “That’s 15 units, one-five, is that correct?” or “Could you spell your surname, please?”

Professional telephone calls: next steps

• Outline clear actions: “I’ll email you the revised proposal by Thursday morning”
• Assign responsibilities: “Could you please send me the specifications by tomorrow, and I’ll prepare the quote?”
• Set specific deadlines: “Let’s aim to finalise this by the end of next week”
• Schedule follow-up contact: “Shall we arrange another call next Monday to review progress?”
• Confirm mutual understanding: “So we’ve agreed that your team will review the draft and provide feedback by Friday”

Professional telephone calls: closing and farewell

• Summarise key points: “To summarise, we’ve agreed on the new delivery date and revised pricing”
• Express appreciation: “Thank you for your time today, it’s been very helpful”
• Confirm next contact: “I look forward to our meeting on Wednesday”
• Use appropriate closing phrases: “Have a good day” or “It was a pleasure speaking with you”
• End professionally: “Goodbye for now” (not just “Bye” or “See you”)
• Follow up when promised: “As discussed, I’ll send you the information this afternoon”

Telephone etiquette: introduction

• Identify yourself clearly: “Good morning, this is Sarah Chen from Apex Solutions”
• State your purpose concisely: “I’m calling regarding our upcoming project meeting”
• Ask for the right person: “Could I speak with Mr. Johnson from the procurement team, please?”
• Respond appropriately: “Yes, this is she” or “Speaking, how may I help you?”
• Be patient and polite when on hold: “Thank you, I’m happy to wait”

Telephone etiquette: speaking clearly

• Speak at a moderate pace: neither too fast nor too slow
• Articulate words carefully: “The meeting is scheduled for Thursday, the fifteenth”
• Use simple, precise language: “We need your approval by Friday”
• Adjust your volume appropriately: speak clearly but don’t shout
• Use brief pauses to emphasize important information: “The deadline is — next Tuesday”

Telephone etiquette: active listening

• Use verbal acknowledgements: “I see,” “I understand,” “That makes sense”
• Paraphrase to confirm understanding: “So what you’re saying is that the delivery will be delayed”
• Ask clarifying questions: “Could you please elaborate on the technical requirements?”
• Avoid interrupting: allow the speaker to complete their thoughts
• Use appropriate intonation to show engagement: vary your tone to sound interested

Telephone etiquette: professional environment

• Minimize background noise: find a quiet location for important calls
• Inform the caller if you need to put them on hold: “May I put you on hold for a moment while I check that information?”
• Focus fully on the call: avoid multitasking or typing loudly
• If using speakerphone, announce it: “I’ve put you on speakerphone, and my colleague James is also present”
• Have relevant materials ready before making a call: prepare notes, files, calendar

Telephone etiquette: note-taking

• Write down key information: names, dates, figures, action items
• Use a consistent note-taking system for all business calls
• Repeat important details back: “So that’s delivery on the 20th, not the 25th, correct?”
• Note agreed actions and deadlines: “I’ve noted that we’ll send the revised proposal by Monday”
• Record follow-up requirements: “I’ll make a note to send you those specifications by email”

Telephone etiquette: confirming understanding

• Summarise key points: “To summarise what we’ve discussed…”
• Verify details: “Let me confirm I have the correct information”
• Ask for clarification when needed: “Could you please explain what you mean by ‘expedited service’?”
• Address misunderstandings promptly: “I think there may be a misunderstanding about the timeline”
• Restate commitments: “So we’ve agreed that our team will provide the report by next Tuesday”

Telephone etiquette: closing calls professionally

• Signal the end of the conversation: “Before we finish, is there anything else we need to discuss?”
• Confirm next steps: “I’ll email you the document today and follow up next week”
• Express appreciation: “Thank you for your time today, it’s been very helpful”
• Use appropriate closing phrases: “I look forward to speaking with you again soon”
• End with a courteous goodbye: “Have a good day, goodbye”

Negotiation

Negotiation fundamentals: overview

• Negotiation is a structured dialogue aimed at reaching mutually beneficial agreements
• Effective negotiation requires both tactical and communication skills
• Different cultural contexts call for adapted negotiation approaches
• Preparation and strategic thinking are essential for successful outcomes
• Building relationships is often as important as the specific agreement

Negotiation fundamentals: preparation and research

• Research the other party: “I’ve reviewed your company’s recent sustainability initiatives”
• Understand their needs and constraints: “We recognise that rapid implementation is a priority for you”
• Prepare your position thoroughly: “We’ve analysed the cost implications of each option”
• Determine your priorities: “While price is important, quality and reliability are our primary concerns”
• Gather supporting evidence: “Our market research indicates that the average industry price is 15% higher”
• Anticipate objections: “You might be concerned about the timeline, so I’ve prepared an accelerated implementation plan”
• Develop alternatives: “We’ve outlined three possible approaches to address your requirements”

Negotiation fundamentals: clear objectives and boundaries

• Define your desired outcome: “Our goal is to establish a three-year partnership with quarterly reviews”
• Establish your BATNA (Best Alternative To a Negotiated Agreement): “If we cannot reach agreement today, we have other options to explore”
• Set your reservation price: “While we can be flexible on delivery schedule, our minimum acceptable price is…”
• Distinguish between positions and interests: “Rather than focusing on a specific price point, let’s discuss the value this partnership creates”
• Identify non-negotiables: “Quality control must remain under our supervision”
• Prepare concession strategy: “We could consider adjusting the payment terms if the order quantity increases”
• Define success metrics: “A successful outcome would include clear performance indicators and review procedures”

Negotiation fundamentals: value creation vs value claiming

• Seek win-win outcomes: “Let’s find an approach that addresses both your cost concerns and our quality standards”
• Look for integrative solutions: “Perhaps we could reduce the base price but include a performance bonus structure”
• Explore trade-offs: “Would you be willing to extend the contract duration in exchange for more favourable pricing?”
• Expand the pie: “Beyond the current proposal, we could also explore collaboration in research and development”
• Bundle issues strategically: “If we consider the maintenance contract alongside the purchase agreement, we might find additional efficiencies”
• Create multiple proposals: “I’ve prepared three different packages that might meet your needs in different ways”

Negotiation fundamentals: active listening and questioning

• Use open-ended questions: “What aspects of the proposal are most important to your team?”
• Practise reflective listening: “If I understand correctly, your main concern is about implementation timelines”
• Seek clarification: “Could you explain what you mean by ‘flexible terms’?”
• Probe for underlying interests: “What is driving your need for monthly rather than quarterly deliveries?”
• Express understanding: “I appreciate your perspective on the warranty requirements”
• Summarise periodically: “So far, we’ve agreed on pricing and delivery schedule, but still need to address service levels”

Negotiation fundamentals: building rapport and trust

• Find common ground: “Like you, we prioritise building long-term relationships with our partners”
• Acknowledge their perspective: “I can see why delivery timing is crucial given your production schedule”
• Be transparent about constraints: “I should be upfront that there are some limitations to what we can offer”
• Demonstrate reliability: “As promised, I’ve brought the detailed specifications you requested”
• Use appropriate formality: “I appreciate your taking the time to meet with us today”
• Share relevant information: “You might find it helpful to know that we’ve successfully implemented similar solutions for companies in your industry”
• Express genuine interest: “Could you tell me more about your company’s expansion plans?”

Negotiation fundamentals: problem-solving mindset

• Frame negotiations as collaborative: “I see us as partners trying to solve this challenge together”
• Focus on interests, not positions: “Let’s discuss what’s behind your request for exclusive rights”
• Generate multiple options: “Here are several ways we might address the staffing concern”
• Use objective criteria: “Industry standards suggest that these terms are quite competitive”
• Separate people from problems: “This isn’t about either side winning, but finding the best solution”
• Think creatively: “What if we approached this from an entirely different angle?”
• Break large issues into manageable parts: “Let’s address the pricing structure first, then move on to delivery terms”

Negotiation fundamentals: win-win outcomes

• Emphasise mutual benefits: “This arrangement would provide you with stability and give us predictable volume”
• Highlight reciprocity: “Since you’ve been flexible on the payment terms, we can expedite the delivery schedule”
• Create joint success measures: “Let’s establish performance metrics that reflect both our priorities”
• Discuss long-term perspective: “This initial agreement could be the foundation for broader collaboration”
• Document agreements clearly: “I’ll summarise our understanding in writing to ensure we’re aligned”
• Maintain relationships beyond the deal: “Regardless of today’s outcome, we value our professional relationship”

Phase 1: Opening and agenda setting

• Establish a positive tone: “I’m looking forward to our discussion today”
• Set the framework: “I suggest we begin by outlining our key objectives”
• Confirm the agenda: “Could we agree on the main points to cover today?”
• Suggest timing: “Perhaps we could allocate 20 minutes to each main topic”
• Express collaborative intent: “We’re hoping to find a solution that benefits both parties”

Phase 2: Information exchange

• Use open questions: “Could you tell me more about your requirements?”
• Show active listening: “If I understand correctly, your main concern is…”
• Seek clarification: “I’m interested to know why that particular aspect is important to you”
• Provide information clearly: “Our position on this matter is based on three key factors”
• Use connective adverbials: “Additionally, we need to consider the timeline implications”

Phase 3: Bargaining and proposals

• Make offers: “We would be willing to reduce the price if you increase the order volume”
• Suggest alternatives: “Perhaps we could consider an alternative payment schedule”
• Use conditional structures: “If you can commit to a three-year contract, we could offer preferential rates”
• Express possibilities: “One approach might be to phase the implementation”
• Signal flexibility: “We’re open to discussing various options regarding delivery terms”

Phase 4: Managing objections

• Acknowledge concerns: “I understand your hesitation regarding the timeframe”
• Seek to understand: “Could you explain which aspect of the proposal concerns you most?”
• Respond constructively: “Let me address that concern by explaining our quality assurance process”
• Offer reassurance: “We can certainly provide references from similar clients”
• Suggest compromises: “What if we were to include quarterly review meetings at no additional cost?”

Phase 5: Reaching agreement

• Summarise points of agreement: “So far, we’ve agreed on pricing, delivery schedule, and support terms”
• Resolve remaining issues: “Regarding the payment terms, would net-30 be acceptable?”
• Confirm details: “To confirm, we’ll deliver the first shipment by March 15th”
• Check for completeness: “Are there any other aspects we should address before finalising?”
• Express positive sentiment: “I believe we’ve found a solution that works well for both companies”

Phase 6: Confirming and concluding

• Summarise the final agreement: “Let’s review what we’ve agreed upon today”
• Outline next steps: “We’ll send the revised contract by Friday for your review”
• Assign responsibilities: “Our legal team will prepare the documentation”
• Set timelines: “We aim to begin implementation within two weeks of contract signing”
• Express appreciation: “Thank you for your collaborative approach to these negotiations”

Follow-up communication

• Send timely meeting minutes or call summaries
• Confirm key points in writing
• Use clear, concise language
• Specify agreed actions and deadlines
• Express appreciation for the discussion
• Indicate next steps or future contact

Concluding notes

Common challenges and solutions

• Language barriers → Speak clearly, check understanding
• Cultural misunderstandings → Research and adapt
• Technical difficulties → Prepare alternatives
• Time constraints → Prioritise key points
• Difficult negotiations → Focus on interests, not positions
• Maintaining relationships → Build rapport, show respect

Key takeaways

• Structure your business communication purposefully
• Use appropriate language for different contexts
• Apply active voice, modal verbs, and adverbials effectively
• Listen actively and respond thoughtfully
• Consider cultural factors in international business
• Follow up professionally after calls and negotiations