American Master

Office
Content
GREETING AND INTRODUCTION ................................................................................................................................................... 6
Morning Greeting ............................................................................................................................................................................ 6
Feeling Better Today ...................................................................................................................................................................... 6
Long Time No See.......................................................................................................................................................................... 6
With A New Employee.................................................................................................................................................................... 6
Directions To The Supply Shop .................................................................................................................................................... 6
With The General Manager ........................................................................................................................................................... 6
Directions To The Copy Room...................................................................................................................................................... 6
Directions To The Lunch Room .................................................................................................................................................... 6
Directions To One’s Office............................................................................................................................................................. 6
Directions To A Bank...................................................................................................................................................................... 6
Asking For A Phone Number......................................................................................................................................................... 6
Getting A Phone Number............................................................................................................................................................... 6
Asking For A Client’s Information ................................................................................................................................................. 7
Asking For A Client's Address....................................................................................................................................................... 7
Farewell Before Christmas ............................................................................................................................................................ 7
Ending A Conversation .................................................................................................................................................................. 7
Saying Goodbye.............................................................................................................................................................................. 7
Finishing A Conversation............................................................................................................................................................... 7
Ending A Sales Talk ....................................................................................................................................................................... 7
Asking About Deadlines................................................................................................................................................................. 7
Asking For A Book Returned......................................................................................................................................................... 7
Something To Be Finished ............................................................................................................................................................ 7
Asking About A Schedule .............................................................................................................................................................. 8
Confirming A Schedule .................................................................................................................................................................. 8
Lunch Invitation ............................................................................................................................................................................... 8
Self - Introduction............................................................................................................................................................................ 8
Meeting A New Boss ...................................................................................................................................................................... 8
Introducing Two New People ........................................................................................................................................................ 8
Asking About An Accent ................................................................................................................................................................ 8
Discussing A New Manager .......................................................................................................................................................... 8
Trying To Get Adjusted .................................................................................................................................................................. 8
A Farewell Before Retiring............................................................................................................................................................. 9
Asking For A Fax Number ............................................................................................................................................................. 9
Introducing The Company ............................................................................................................................................................. 9
MAKING APPOINTMENTS................................................................................................................................................................. 9
Calling A Group Meeting................................................................................................................................................................ 9
Appointment With A Client............................................................................................................................................................. 9
Bosses' Meeting.............................................................................................................................................................................. 9
Scheduling An Interview ................................................................................................................................................................ 9
A Last Minute Appointment ........................................................................................................................................................... 9
Delaying An Appointment ............................................................................................................................................................ 10
Secretary Schedules A Meeting.................................................................................................................................................. 10
Meeting A Book Keeper ............................................................................................................................................................... 10
Making A Sales Appointment ...................................................................................................................................................... 10
Training Appointment ................................................................................................................................................................... 10
Next Week's Meeting.................................................................................................................................................................... 10
Setting Up A Lunch Appointment................................................................................................................................................ 10
Arranging A Group Meeting......................................................................................................................................................... 10
A Mandatory Meeting ................................................................................................................................................................... 10
Setting Up A Staff Meeting .......................................................................................................................................................... 11
A Maintenance Appointment ....................................................................................................................................................... 11
Fax Machine Maintenance........................................................................................................................................................... 11
A Recruitment Appointment......................................................................................................................................................... 11
Reviewing Employment Contract................................................................................................................................................ 11
Scheduling Boss's Meeting.......................................................................................................................................................... 11
A Meeting About Bonuses ........................................................................................................................................................... 11
An Office Party .............................................................................................................................................................................. 11
A Job-seeking Interview............................................................................................................................................................... 11
A Job-seeking Appointment......................................................................................................................................................... 11
Meeting With An Accountant ....................................................................................................................................................... 12
Schedule Ahead............................................................................................................................................................................ 12
Picking Up A Client ....................................................................................................................................................................... 12
Farewell Party Invitation............................................................................................................................................................... 12
Scheduling For Your Boss........................................................................................................................................................... 12
Buying Office Equipment ............................................................................................................................................................. 12
Arranging A Budget Discussion .................................................................................................................................................. 12
Setting Up A Birthday Party......................................................................................................................................................... 12
Meeting Your Assistant ................................................................................................................................................................ 13

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MAKING REQUESTS ........................................................................................................................................................................ 13
Asking For Help With A Meeting................................................................................................................................................. 13
Requesting Some Data ................................................................................................................................................................ 13
A No-smoking Warning ................................................................................................................................................................ 13
Asking Someone To Wait ............................................................................................................................................................ 13
Asking For Files Returned ........................................................................................................................................................... 13
Dealing With An Interruption ....................................................................................................................................................... 13
Ordering Stationary....................................................................................................................................................................... 13
Getting A Take-out Lunch............................................................................................................................................................ 13
Asking For A Re-calculation ........................................................................................................................................................ 13
Insisting On A Change ................................................................................................................................................................. 14
Reminding A Co-worker............................................................................................................................................................... 14
Getting New Equipment ............................................................................................................................................................... 14
Passing Along A Request ............................................................................................................................................................ 14
Reviewing New Resumes............................................................................................................................................................ 14
A Waiting A Signature .................................................................................................................................................................. 14
Arranging Overtime....................................................................................................................................................................... 14
Approving A New Purchase......................................................................................................................................................... 14
Asking A Co-worker For Help...................................................................................................................................................... 14
Preparing For Sales Meeting....................................................................................................................................................... 14
Co-signing An Approval Sheet .................................................................................................................................................... 15
Requesting A Phone Number...................................................................................................................................................... 15
Re-writing A Job............................................................................................................................................................................ 15
Problems With Samples............................................................................................................................................................... 15
A Recommendation Letter ........................................................................................................................................................... 15
Leaving A Little Early.................................................................................................................................................................... 15
Looking Over Some Letters......................................................................................................................................................... 15
Reminding About Tax Forms....................................................................................................................................................... 15
Making Early Reservation............................................................................................................................................................ 15
Giving A Help Hand ...................................................................................................................................................................... 15
Getting A New Computer............................................................................................................................................................. 16
Clarifying Final Details.................................................................................................................................................................. 16
Last Minute Details ....................................................................................................................................................................... 16
CUSTOMER SERVICE...................................................................................................................................................................... 16
An Angry Customer ...................................................................................................................................................................... 16
A Job Well Done ........................................................................................................................................................................... 16
Checking An Account ................................................................................................................................................................... 16
Tracking Down An Order ............................................................................................................................................................. 16
Complaining To The Boss ........................................................................................................................................................... 16
Product Upgrade........................................................................................................................................................................... 17
Uncertain About An Answer ........................................................................................................................................................ 17
Positive Feedback ........................................................................................................................................................................ 17
Re-issuing A Statement ............................................................................................................................................................... 17
With An Impatient Customer ....................................................................................................................................................... 17
Visiting A Customer ...................................................................................................................................................................... 17
With An Angry Customer ............................................................................................................................................................. 17
With An Angry Client .................................................................................................................................................................... 17
With A Very Upset Customer ...................................................................................................................................................... 18
Handling A Problem...................................................................................................................................................................... 18
Explaining To A Customer........................................................................................................................................................... 18
Put On Hold For Too Long........................................................................................................................................................... 18
A Disappointed Client................................................................................................................................................................... 18
An Irate Customer......................................................................................................................................................................... 18
Discussing An Ad's Music............................................................................................................................................................ 18
Explaining A Delay........................................................................................................................................................................ 18
Praise For Winning A Case ......................................................................................................................................................... 19
An Angry New Customer ............................................................................................................................................................. 19
After Helping A Customer ............................................................................................................................................................ 19
A Successful Restaurant Ad........................................................................................................................................................ 19
Unable To Answer A Customer .................................................................................................................................................. 19
A Good Office Space Design ...................................................................................................................................................... 19
Asking About A Refund ................................................................................................................................................................ 19
Impressive Feedback ................................................................................................................................................................... 19
A Compliment After Service ........................................................................................................................................................ 19
A List Of Complaints..................................................................................................................................................................... 20
Receiving A Compliment Letter .................................................................................................................................................. 20
Helping Out A Customer .............................................................................................................................................................. 20
Clarifying Personal Data .............................................................................................................................................................. 20
Reassuring Service....................................................................................................................................................................... 20
An Appreciation Phone-call ......................................................................................................................................................... 20

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COFFEE BREAK ................................................................................................................................................................................ 20
Congratulations On Promotion.................................................................................................................................................... 20
Talking About Sports .................................................................................................................................................................... 20
Talking About A New-born Baby................................................................................................................................................. 20
Talking About Child....................................................................................................................................................................... 21
Talking About Vacation ................................................................................................................................................................ 21
Talking About Work Load ............................................................................................................................................................ 21
Getting Married.............................................................................................................................................................................. 21
Chatting With A New Employee.................................................................................................................................................. 21
Chatting About Sports .................................................................................................................................................................. 21
Complaining About Work ............................................................................................................................................................. 21
Sports Talk..................................................................................................................................................................................... 21
Chatting About Child..................................................................................................................................................................... 21
Getting A Promotion ..................................................................................................................................................................... 21
Back From Vacation ..................................................................................................................................................................... 21
A New Exercise Class .................................................................................................................................................................. 22
First Day Of School....................................................................................................................................................................... 22
Trouble With Computer ................................................................................................................................................................ 22
Complaining About Overtime ...................................................................................................................................................... 22
Chatting With A Newly Wed ........................................................................................................................................................ 22
Chatting About A New Restaurant.............................................................................................................................................. 22
Inviting For A Cup Of Coffee ....................................................................................................................................................... 22
Offering A Cup Of Tea.................................................................................................................................................................. 22
Talking About Appearance .......................................................................................................................................................... 22
Talking About A New Pet ............................................................................................................................................................. 23
A Newly Received Award............................................................................................................................................................. 23
Birthday Party Invitation ............................................................................................................................................................... 23
PITCH AND PRESENTATION.......................................................................................................................................................... 23
A Strategy Presentation ............................................................................................................................................................... 23
Time Schedule Presentation ....................................................................................................................................................... 23
Presentation A New Design......................................................................................................................................................... 23
Presentation An Outlook .............................................................................................................................................................. 23
Presenting A Story Board ............................................................................................................................................................ 23
An Idea For Office Space ............................................................................................................................................................ 23
Presenting A Design Idea ............................................................................................................................................................ 23
Pitching An Old Idea..................................................................................................................................................................... 24
Suggesting A New Layout ........................................................................................................................................................... 24
A Suggestion On Sales ................................................................................................................................................................ 24
Self-recommendation ................................................................................................................................................................... 24
Suggesting An Ad Plan ................................................................................................................................................................ 24
Sharing An Idea ............................................................................................................................................................................ 24
Presenting A New Research ....................................................................................................................................................... 24
A Secretary's Pitch........................................................................................................................................................................ 24
Suggestions For An Intern ........................................................................................................................................................... 25
Recommending A Design ............................................................................................................................................................ 25
New Ideas From A Seminar ........................................................................................................................................................ 25
Presenting An Office Outline ....................................................................................................................................................... 25
Making A Complaint Together..................................................................................................................................................... 25
Discrepancies On The Budget .................................................................................................................................................... 25
Getting Support Signatures ......................................................................................................................................................... 25
A Pitch For A Good Cause .......................................................................................................................................................... 25
Making A Pitch To A Group ......................................................................................................................................................... 25
Presenting An Operating Budget ................................................................................................................................................ 26
Presenting A Tv Ad....................................................................................................................................................................... 26
Pitching A Promotional Event...................................................................................................................................................... 26
Investment Suggestions............................................................................................................................................................... 26
Market Targeting........................................................................................................................................................................... 26
Making A Pitch For A Project ...................................................................................................................................................... 26
Presenting A Package Design .................................................................................................................................................... 26
Promoting Yourself ....................................................................................................................................................................... 26
Presenting A Yearly Projection ................................................................................................................................................... 27
Presenting A New Strategy ......................................................................................................................................................... 27
DISCUSSING PROBLEMS .............................................................................................................................................................. 27
Warning An Employee.................................................................................................................................................................. 27
Waiting On A Client ...................................................................................................................................................................... 27
Criticism From Your Boss ............................................................................................................................................................ 27
Sorting Out Problems ................................................................................................................................................................... 27
A Persistent Sales Woman.......................................................................................................................................................... 27
Criticizing An Employee ............................................................................................................................................................... 27
Criticizing A Smoker ..................................................................................................................................................................... 27

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Criticizing Lack Of Effort .............................................................................................................................................................. 28
Arranging A Holiday Schedule .................................................................................................................................................... 28
An Interview Problem ................................................................................................................................................................... 28
Solving A Problem With Bonuses ............................................................................................................................................... 28
A Snag In The Plans..................................................................................................................................................................... 28
Who's Going To Lunch First ........................................................................................................................................................ 28
Discussing Overtime Problems................................................................................................................................................... 28
Bonus Compaints.......................................................................................................................................................................... 28
Discordance About A Secretary.................................................................................................................................................. 28
Clarifying Some Tasks ................................................................................................................................................................. 29
A Delayed Lunch Order................................................................................................................................................................ 29
Advice On Client Relations.......................................................................................................................................................... 29
Disagreeing On A Project ............................................................................................................................................................ 29
Requesting Boss' Criticism .......................................................................................................................................................... 29
Talking Too Long Of A Break ...................................................................................................................................................... 29
Problems With Taking Credit....................................................................................................................................................... 29
A Different Opinion ....................................................................................................................................................................... 29
Angry Over A Change In Plans................................................................................................................................................... 30
Unveiling A Disagreement ........................................................................................................................................................... 30
Bad File Organization................................................................................................................................................................... 30
ON THE TELEPHONE....................................................................................................................................................................... 30
Calling For A Day Off ................................................................................................................................................................... 30
Wrong Department ....................................................................................................................................................................... 30
Lunch Invitation ............................................................................................................................................................................. 30
Getting A Ride After Work ........................................................................................................................................................... 30
Inquiring About Progress ............................................................................................................................................................. 30
Calling In Sick................................................................................................................................................................................ 30
Getting Instructions....................................................................................................................................................................... 30
Explanation For Being Late ......................................................................................................................................................... 31
Calling Your Boss From Outside................................................................................................................................................. 31
Reporting A Progress ................................................................................................................................................................... 31
Good News Over The Phone ...................................................................................................................................................... 31
Bad News Over The Phone......................................................................................................................................................... 31
Asking About Some Old Files...................................................................................................................................................... 31
Calling The President ................................................................................................................................................................... 31
Calling A Mail Clerk ...................................................................................................................................................................... 31
Calling A Supply Store ................................................................................................................................................................. 31
Calling The Printers ...................................................................................................................................................................... 31
Making A Rush Order................................................................................................................................................................... 32
Asking For Typing Help................................................................................................................................................................ 32
Calling A Contractor ..................................................................................................................................................................... 32
Calling The Finance Department ................................................................................................................................................ 32
Speaking With An Angry Client................................................................................................................................................... 32
Making A Flight Arrangement...................................................................................................................................................... 32
Rearranging A Flight..................................................................................................................................................................... 32
Calling A Courier Service............................................................................................................................................................. 32
Relating A Question...................................................................................................................................................................... 32
Checking On A Delivery............................................................................................................................................................... 32
Making Hotel Reservations.......................................................................................................................................................... 33
Confirming A Flight ....................................................................................................................................................................... 33
Arranging A Car To The Airport .................................................................................................................................................. 33
Arranging A Banquet .................................................................................................................................................................... 33
Ordering Lunch ............................................................................................................................................................................. 33
Good News To An Accountant.................................................................................................................................................... 33
Relaying A Compliment................................................................................................................................................................ 33
FINALIZING THE DEAL..................................................................................................................................................................... 33
Signing An Official Contract......................................................................................................................................................... 33
Finalizing A Deal On The Phone................................................................................................................................................. 33
Contract Signing............................................................................................................................................................................ 34
A Satisfied New Clients................................................................................................................................................................ 34
Closing A Contract........................................................................................................................................................................ 34
A Marketing Research Company................................................................................................................................................ 34
Purchasing Copy Machines......................................................................................................................................................... 34
With An Office Decorator ............................................................................................................................................................. 34
With An Overseas Client.............................................................................................................................................................. 34
About A Re-written Bid................................................................................................................................................................. 34
Approaching A Settlement........................................................................................................................................................... 34
A Happy New Client ..................................................................................................................................................................... 35
Concluding An Agreement........................................................................................................................................................... 35
With An Old Client ........................................................................................................................................................................ 35

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Winding Up A Contract................................................................................................................................................................. 35
Closing A Deal............................................................................................................................................................................... 35
Let's Celebrate .............................................................................................................................................................................. 35
An Employee Contract ................................................................................................................................................................. 35
Finalizing An Interview ................................................................................................................................................................. 35
Finalizing A Promotion ................................................................................................................................................................. 35
Talking About A Finished Deal.................................................................................................................................................... 35
An Unbelievable Deal................................................................................................................................................................... 36
Finalizing On An Airplane ............................................................................................................................................................ 36
Signing The Revised Bid.............................................................................................................................................................. 36
Final Revisions.............................................................................................................................................................................. 36
A Few Last Questions .................................................................................................................................................................. 36
Setting Up A Signing Date........................................................................................................................................................... 36
Revising A Contract...................................................................................................................................................................... 36
Final Calculations.......................................................................................................................................................................... 36
Finalizing A Bid ............................................................................................................................................................................. 36
Working Out An Agreement......................................................................................................................................................... 36
Going Over An Agreement .......................................................................................................................................................... 37
Clarifying A Detail ......................................................................................................................................................................... 37
Reviewing A Corrected Contract................................................................................................................................................. 37
A Sales Agreement....................................................................................................................................................................... 37
Finalizing A Construction Deal .................................................................................................................................................... 37
There's An Agreenment That Needs To Be Reviewed ............................................................................................................ 37

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 American Master
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GREETING AND INTRODUCTION Directions To The Copy Room

Morning Greeting A. Excuse me, Mr. Emory?

A. Hi Jane. How are you doing this morning? B. Yes, Christine?

B. I'm all·right, thanks. Just a little tired. A. Could you tell me where the copier is, please?

A. Late night? B. Sure. You just walk down this hallway. The
copy room is the second room on the right.
B. Yeah. I got home around two. Directions To The Lunch Room
Feeling Better Today
A. Excuse me, ma'am?
A. Hello, Mr. Macmillan.
B. Hi, Susan. How are you feeling today? B. Yes? What can I do for you?
A. Much better, thanks.
A. I'm new here and I can't seem to find the lunch
B. Glad to hear it. room.
Long Time No See
B. Oh, It's right downstairs. I'm going there
A. Hi, Jim. How are you? I haven't seen you for a myself. Just follow me.
while. Directions To One’s Office

B. I'm fine. I've been out of town. I just got back. A. Excuse me?

A. Where were you? B. Yes. Can I help you?

B. I was in New York for a wedding. A. Yes, please. I'm looking for Mr. Macmillan's
With A New Employee office. Do you know where it is?

A. Hi there! My name is Terry Graham. You're B. I'm sorry, I don't know. But the guard over
new around here, huh? there should know.
Directions To A Bank
B. Yes. My name's Mark Benson. I just started a
couple of weeks ago. A. Excuse me, young man?

A. Well, if there's anything I can do for you, let me B. Yes, ma'am?

know.
B. Thanks! I appreciate that.
Directions To The Supply Shop
A. Mary? Can you tell me where the supply shop
is?
A. Could you point me in the direction of the
bank? I've lost my way.
B. Certainly, ma'am. Just take these stairs down
to the first floor and turn left. You can't miss it.
Asking For A Phone Number

B. Sure. It's on basement level one. Turn right A. Richard? Do you have the number for that
when you get off the elevator. Chinese restaurant on the corner?

A. Great. Thanks a lot! B. Yeah, hold on a second. I've got it in my office.

Here it is, 553–2213.
B. No problem, John.
With The General Manager A. 553–2213. Great, thanks.

A. Hello, Ms. Barkley. How are you? B. No problem. Pick me up something to eat, too,
please.
B. Fine, thank you, sir. It's nice to see you again. Getting A Phone Number
A. Christine?
A. Good to see you again, too. How's your B. Yes, Mr. Emory?
family? A. I need the number for John Reese's office.
B. Just one moment, sir. Here you are – 767-
B. Very well, thank you, Mr. Parker. 4512.

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Asking For A Client’s Information
A. When would you like me to send those plans
over to your office, Mr. Montgomery?
B. It would be good if you could get them to me
by Thursday afternoon, Ms. Barkley.
A. That shouldn't be a problem. What is the exact
address, again?
B. 7880 Croften Avenue, Building 40A, Room
304.
Asking For A Client's Address
A. Excuse me, sir? I just need a little bit more
information. Could you tell me your telephone
number and mailing address?
B. Sure. My number is 545-8897, and I live at
908 Mulbury street.
A. That's 545-8897 and your mailing address is
908 Mulbury street. The zip code is 20310,
right?
B. That's right.
Farewell Before Christmas
A. I'm really glad I got a chance to talk to you
before you left, Mary. Have a safe trip.
B. Thanks. Try not to work too hard while I'm
away!
A. Yeah, I'll try not to! See you after Christmas.
B. Okay - - bye! Have a nice Christmas.
Ending A Conversation
A. Well, I'd better get back to work. I've got a ton
of stuff on my desk!
B. Me too. I'll see you after work, huh?
A. Yeah - definitely. I was hoping to catch a ride
with you.
B. Sure. Meet me at five.
Saying Goodbye
A. Thanks for the advice, Mr. Macmillan. I'll keep
it in mind. I had better head off though. I'm
meeting my husband for dinner.
B. Sure. I'm heading off myself. Enjoy your
evening.
A. Thanks, sir. You too. Drive safely; I hear
there's a lot of ice on the roads.
B. Thanks for the warning! See you tomorrow!
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Finishing A Conversation
A. All·right then, Ms. Montgomery, I'll get those
plans over to your office by Thursday
afternoon.
B. Great. That will give me time to talk with my
staff before I make a final decision.
A. That's what I was thinking. I'll have them there
by Thursday.
B. Good news. Thanks for getting things done so
quickly.
Ending A Sales Talk
A. Well, I'm glad I had a chance to see these
samples. But I'm really not in a position to
make a decision right now.
B. Would you like me to leave the samples with
you?
A. Yeah, why don't you do that. And then you can
give me a call sometime next week.
B. Fine, Mr. Grant. Thanks for your time. I'll talk
to you next week.
Asking About Deadlines
A. Hi, Mark! I was wondering if you finished that
presentation you were working on last week?
B. Just about. It should be done in the next
couple of days. Why?
A. Mr. Rodriguez was asking me about it
yesterday.
B. I'll give him a call.
Asking For A Book Returned
A. Stacey? Are you finished with that marketing
book I lent you?
B. Oh - yeah, I don't need it anymore.
A. Great. Could you bring it in tomorrow
morning? I've got a test on Thursday.
B. Sure. Sorry about keeping it for so long.
Something To Be Finished
A. Roger? I need those figures for accounting.
Have you finished the calculations?
B. I'm just finishing now, ma'am. I'll have them
ready within the hour.
A. All·right, thanks.
B. You're welcome, ma'am. I'll call you when
they're ready.
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Asking About A Schedule
A. Excuse me, Mr. Emory? Mr. Macmillan would
like to know if you have the completed
schedule for next week?
B. Yes, I do, Susan. Just a moment. Here it is.
A. Thank you, sir. Sorry to trouble you.
B. Not at all, Susan. Just tell him to leave it with
my secretary when he's finished with it.
Confirming A Schedule
A. When can you get the finished product to me?
B. We should have it put together by the end of
next week.
A. Great! That'll be ahead of schedule! Good
work.
B. Well, as the saying goes - we aim to please!
Lunch Invitation
A. Hi! Susan! I haven't seen you for ages!
B. I've been really busy. How is everything?
A. Oh, fine. Hey, why don't we grab a bite to eat
and do some catching up?
B. Yeah, why not? I've got a little free time on my
hands. Where do you want to eat?
Self - Introduction
A. Hi, everybody. I just want to make a brief
introduction. I don't know how many of you
know me. I'll be taking over the marketing
division when John Jacobs retires. I've just
come over from American Vendors, Inc. where
I was the Director of Sales from 1985 until this
year.
Meeting A New Boss
A. Good morning, Mr. Montgomery. I've been
sent over from purchasing to fill in for Clare
Williams.
B. Oh, really? Nice to meet you. I thought they
were going to leave here on my own! How
long have you been with the company?
A. Oh, about seven years. Time flies, you know!
B. Does it ever! Well, let's get started. If you
could begin typing this letter now, I'll see what
else needs to be done.
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Introducing Two New People
A. Tom, this is Mary Robbins. She's just come
over from sales.
B. It's nice to meet you! Guess, we'll be working
together.
A. Yes, she'll be working closely with you on the
marketing end of things.
B. Good. Well, welcome aboard, Ms. Robbins.
Asking About An Accent
A. You have an unusual accent, Ms. Robins.
Where are you from originally? If you don't
mind me asking.
B. Not at all. I was born in Madrid, but I came to
the States when I was a teenager.
A. I guess that must be what I'm hearing. I really
couldn't place it. Do you go back to Madrid
often?
B. No. I haven't been back for more than ten
years.
Discussing A New Manager
A. Have you met the new manager in customer
service?
B. No, I haven't gotten over there in a few weeks.
How is he?
A. She. She seems to be doing a pretty good job.
Of course, anything would be better than that
last guy.
B. You said it! I can't believe he lasted as long as
he did!
Trying To Get Adjusted
A. Hi, how are you?
B. I'm fine, thanks. Just trying to get adjusted. It's
hard to keep track of everything around here.
A. That's for sure. You're new, too, huh?
B. Yeah. I just got here a couple of days ago.
How about you?
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A Farewell Before Retiring
A. Well, I guess that about it. Everything's packed
and ready to go.
B. It's hard to believe you're really retiring. What
are you going to do with yourself?
A. Have fun! I plan to spend some more time with
my grandkids, and I might even go back to
school.
B. Well, good luck. Give me a ring sometime, and
let me know how you are.
Asking For A Fax Number
A. Excuse me, Mr. Macmillian? Could you tell me
the fax number for Mr. Winthrop's office,
please.
B. Sure. I have it right here. - - - 232-2453. If that
one doesn't work, try 232-2456.
A. Okay - that 232-2453, or 232-2456.
B. That's right.
Introducing The Company
A. Hi, John Philips? I'm Rose Green. I've been
asked to handle your training and introduce a
little bit of the company to you. It's nice to
meet you.
B. It's nice to meet you, too, Ms. Green. This
company seems so big right now, I don't know
how I'll ever get used to it.
A. After a week, you'll be running around here
like a pro. Let me give you this list of
departments, first. Next to each department is
its location and the name of the manager.
B. Great – That'll be a big help, Ms. Green.
MAKING APPOINTMENTS
Calling A Group Meeting
A. All·right. I want to bring everybody in on this
project. When can we start working on this?
B. Well, we could probably get started with a
strategy meeting tomorrow morning at 8:00.
A. I tell you what, 8:00 is no good for me. But why
don't you guys get started and I'll come by at
around 8:45 or so.
B. That's fine with me. How much time are we
going to have to work on this?
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Appointment With A Client
A. I definitely want to meet with you, Mr. Parker. I
just need to sort out my schedule.
B. Well, I know you're pretty booked up these
days. But, we've got to work fast on this.
A. I realise that. We don't have anytime to waste.
I can put you down for 9:20. Could you make
that, Mr. Marker?
B. Let me see. That's no problem, I'll see you
then.
Bosses' Meeting
A. Hello, Mr. Rothman? This is Michael in Mr.
Emory's office. He'd like to set up an
appointment with you to talk about buying a
new copier.
B. Sure. I'd be glad to. What time frame did he
have in mind?
A. He'd like to do it as soon as possible, sir. How
about tomorrow at 2:45?
B. Mm, -yeah, that'll be great. Tell him I'll see him
then.
Scheduling An Interview
A. Mr. Carmichael, this is Ellen Bower calling
again. You had said I should call this week to
schedule an interview with you.
B. That's right, Ms. Bower. How are you? I'm not
sure if I'll be able to fit you in this week, I'm
afraid.
A. I understand, Mr. Carmichael. I'd be glad to
make it some time next week.
B. All·right, then. Why don't we say next Tuesday
at 11:30 a.m.?
A Last Minute Appointment
A. Joe, can you squeeze me in sometime today?
B. That's a big order, Jane. I am really swamped.
A. I know what you're saying, but I have to go
over the books with you before I go see our
tax guy.
B. Right. Okay, let me see what I can do. How
about 1:30 right after my lunch meeting? It
won't take more than a half-hour, will it?
9

Delaying An Appointment
A. I'm afraid we are really short staffed this week,
Mr. Crandal. I'd like to accommodate you, but I
just don't think I'll have the time.
B. Are you telling me you're not going to meet
with me?
A. Not at all, sir. I'd just like to push it up to next
week. I'll have a lot more free time at the
beginning of next week.
B. Well, I don't like it, but I guess I don't have any
choice.
Secretary Schedules A Meeting
A. Mr. Crane's office. Sandy speaking. May I help
you?
B. Hi, Sandy. It's Walter Knight. I need to book
some time with Mr. Crane.
A. Certainly, Mr. Knight. When would you like to
meet with him?
B. Can you see what his schedule is like on
Wednesday?
Meeting A Book Keeper
A. Excuse me, Alex?
B. What can I do for you, Kim?
A. I was wondering if you could get together with
me to go over the payroll.
B. Sure, anytime.
Making A Sales Appointment
A. Good morning, Mr. Emory. I was hoping to set
up an appointment with you for sometime this
week.
B. Hmm. I'm pretty booked up this week. Let's
move it up to next week.
A. Fine, Mr. Emory. Would next Monday at 4:00
o'clock be all·right for you?
B. Let me take a look. All·right, that's no problem.
See you then.
Training Appointment
A. Paul, can I set up a time with you to go over
the training manual?
B. Sure. Let me just grab my calendar. All·right.
I'm free all day Tuesday - and Thursday
morning.
A. Tuesday morning is good for me. How about
10:30 in my office?
B. Okay. Sounds good. See you then.
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Next Week's Meeting
A. Let's meet before next week's meeting, Jane. I
want to kick around some ideas with you.
B. No problem. I've got a really light week.
Anytime's fine by me.
A. Well, let's plan to get together next Monday
afternoon--around three?
B. All·right, I'll put you in my book.
Setting Up A Lunch Appointment
A. I'll need to meet with you before you go on
vacation, Alex. I have a few things to clear up.
B. I'll be glad to. But my schedule is super tight
this week. I think the only time I have free is at
lunch on Wednesday.
A. That's fine. I can make that.
B. All·right, then. I'll see you at noon on
Wednesday.
Arranging A Group Meeting
A. I'd like to set a fixed time for this meeting
before we finish today. Can you all take a look
at your schedules?
B. Thursday mornings are usually the slowest
around here. Why don't we set it for Thursday
at 10:00 a.m.?
A. That's out for me. I already have a standard
meeting on Thursdays at 9:30 a.m.! How
about Wednesday afternoon at 2:00 p.m.?
B. That's all·right for my department. I don't know
how the rest of you feel.
A Mandatory Meeting
A. Paul? I need to work out a time to get together
with your people.
B. Does everybody need to be there? Hilary and
Jason are on vacation this week.
A. It would be best if everybody could be there.
How about next week sometime?
B. Let me take a look at the schedule. I'll get back
to you this afternoon, all·right?
10

Setting Up A Staff Meeting
A. We're going to need everybody's input on this
project, so I'd like to fix a time to meet next
week and hear what you all have to say.
B. I'd prefer to meet in the morning. I'm going to
be out of the office most afternoons next week.
A. I don't have any problem with that. Let's set it
up for 9:30 Wednesday Morning. We can carry
it over to Thursday if we need to.
B. That's fine. What do the rest of you think?
A Maintenance Appointment
A. Hello? Is this the Maintenance Department?
B. Yeah, That's right. What can I do for you?
A. We're having a lot of trouble with our printer.
Could you come and take a look at it
sometime this afternoon?
B. Let me see. Yeah, all·right. I'll be over about
two.
Fax Machine Maintenance
A. Excuse me, Richard? Are you busy at the
moment?
B. Not really, Betty. What do you need?
A. My fax machine's on the blink. Would you take
a look at it?
B. Sure. I just need to do one other job first. How
about if I come up around 11:30.
A Recruitment Appointment
A. Excuse me, Mr. Emory?
B. Yes, Ms. Rodriguez? How can I help you?
A. I wanted to see if I could arrange a meeting
with you to discuss recruitment.
B. Absolutely. I've been wanting to meet with you
about that. Let me just get my book.
Reviewing Employment Contract
A. Excuse me, Mr. Rodriguez? Could I speak
with you for a moment?
B. I can't just now, Susan. Could we get together
this afternoon? What's it about?
A. Well, I'd like to talk about my new contract with
you, if that's all·right.
B. Oh, that's right. It's that time of the year, huh?
That's fine. How about if we meet at 3:30 this
afternoon?
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Scheduling Boss's Meeting
A. Excuse me, Bill?
B. Hi, Christine. How's it going?
A. Fine thanks. Mr. Emory would like to meet with
Mr. Macmillan tomorrow afternoon. Can you
take a look at his book?
B. Sure, just a second. - - All·right, what time?
A Meeting About Bonuses
A. Hi, Grant. How is everything?
B. Pretty well, thanks. We've just been incredibly
busy! I need to set up a meeting for Mr.
Graham.
A. Sure. What's it about?
B. He wants to go over the bonuses for this year.
He'll need to meet with Mr. Winthrop and Ms.
Montgomery. Can you set it up for me?
An Office Party
A. Mrs. Montgomery? I've been trying to figure
out when we should have the New Year's
party. Could you take a look at these dates?
B. Sure. The twenty-ninth is out. I'll be out of the
office all day at a seminar. Either the twenty-
eighth or the thirtieth is fine.
A. Well, why don't we make it the thirtieth? We
can set it up from three to five. That way,
everybody can just go home afterwards.
B. Sounds good to me. You make up the
invitations! I've gotta run. I've got a meeting in
five minutes.
A Job-seeking Interview
A. Thank you for your application, Mr. Sweeney.
Mr. Jacob would like to set up an interview for
early next week. Do you have time?
B. Yes, ma'am. I could come in any day next
week, except for Friday morning.
A. Fine. Let me take a look at his schedule. He's
free on Tuesday afternoon at 1:30. Could you
come in then?
B. Yes. That would be fine.
A Job-seeking Appointment
A. Then, I'll see you next week, Ms. O'Brian?
B. Yes. Let's say Tuesday at noon. Bring your
portfolio with you.
A. Certainly. Is there anything else you would like
me to bring, Ms. O'Brian?
B. No, that's all. I already have your resume.
11

Meeting With An Accountant
A. Ms. Reynolds? Rick Murphy. I'm the
accounting manager for Macmillan and Emory,
Incorporated.
B. Nice to meet you. How can I help you?
A. I would like to meet with you to discuss some
discrepancies on our payroll account.
B. Certainly, Mr. Murphy. Could you come to my
office this afternoon at 2:30?
Schedule Ahead
A. Well, Mr. Brooks. I'm sorry, again, for the
delay, but we should have everything
completed by the time you get back.
B. I certainly hope so. Can we arrange to meet
on the 27th? That should give you enough
time.
A. Yes, sir. That's more than enough time. I do
appreciate your understanding. Why don't we
say 10:00 o'clock on the 27th?
B. Fine, Ms. Tan. I'll see you then.
Picking Up A Client
A. All·right, Ms. Crane, when will you be arriving
in the city?
B. I should be coming in on the 11:30 morning
flight. How far is the office from the airport?
A. Only 25 minutes or so. We'll send somebody
to meet you. That's 11:30 a.m. Friday the
15th?
B. That's right. I'll be in the baggage area.
Farewell Party Invitation
A. Susan? We're having a farewell party for John
Anderson today.
B. What time? I'd like to go, but my calendar is
really full today.
A. We're starting at 12:00 and it'll go on for the
rest of the afternoon.
B. I'll try to make it. I should be able to fit some
time in around 3 o'clock.
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Scheduling For Your Boss
A. Good morning, Mr. Winthrop. This is Sally
Parker. Mr. Emory's secretary. Mr. Emory has
asked me to set up a meeting with you.
B. Certainly, Miss Parker, let me get my book. My
secretary's out, and I can't keep anything
straight!
A. I understand. Would you like me to call you
back?
B. No - That's all·right. How about the 30th at
4:00 p.m.? - Is an hour enough?
Buying Office Equipment
A. I do want to meet with you and take a look at
your catalog. We're redecorating and are
going to add some things.
B. Well, I'll be glad to help you out. I can come
out anytime on Tuesday or Thursday of next
week.
A. Let's put it down for 1:15 on Thursday. We'll
definitely need some new filing cabinets and at
least one desk unit.
B. Fine. I'll bring both our office furniture and
equipment catalogs on Thursday.
Arranging A Budget Discussion
A. Roger? Would it be possible to meet with you
to discuss my department's budget?
B. Of course, Debbie. Let me look at my
schedule. I have some free time on the 12th.
That's this Thursday at 9 a.m.
A. All·right. That'll be fine. Can you put together a
rough idea of the kind of money I'll have
available for the next year?
B. Certainly. I've already worked out a general
budget for all the departments.
Setting Up A Birthday Party
A. Well, Cindy. We were going to try to surprise
you for your birthday. But you're just too busy!
Can you tell me when you'll be free?
B. Oh, Brian. That's really sweet of you guys. I
would love together with all of you. How about
Friday?
A. Great. What time?
B. I'm free all afternoon. Why don't we meet at 1
o'clock in the lobby?
12

Meeting Your Assistant
A. Karen? I need to go over few things with you.
B. Certainly, Mr. Graham. When would you like to
meet?
A. I was thinking about this afternoon, after the
sales meeting.
B. Fine, at 3:30?
MAKING REQUESTS
Asking For Help With A Meeting
A. Ruth? I have a big favour to ask you.
B. How big, Catherine?
A. Well, I was hoping you would cover for me at
the strategy meeting this afternoon.
B. But, I can't Catherine. I've got two committee
meetings back to back this afternoon.
Requesting Some Data
A. Susan? we're going to need those dates
before tomorrow.
B. I know. I'm just waiting for confirmation on one
of them. I can get them to you by tomorrow
morning.
A. Yeah? All·right. Thanks, Susan.
B. That's all·right.
A No-smoking Warning
A. Excuse me, sir? I'm afraid this is a no-smoking
area.
B. What's that?
A. I'm sorry, sir. Smoking is not permitted in this
area.
B. Oh, sorry. I'll put it out.
Asking Someone To Wait
A. Would you please take a seat over there,
madam? I'll let Mr. Emory know that you're
here.
B. Thanks. I can wait here.
A. Well, it may take some time. Mr. Emory's at a
meeting at the moment. It would probably be
more comfortable over there.
B. I see. All·right, then. Thanks.
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Asking For Files Returned
A. Mark? I need that file you took yesterday.
B. I'm sorry, Janet. I left it at home. I'll bring it
back in the morning.
A. Mark! I told you yesterday afternoon that I
would be using that file today.
B. I know, Janet. I just walked out and forgot it
completely. I'll go home and get it at noon,
all·right?
Dealing With An Interruption
A. Excuse me, Ms. Montgomery?
B. I'm sorry, Jeff. Please don't interrupt me right
now. I'm in the middle of the conversation.
A. Oh. I'm sorry, Ms. Montgomery. I'll come back
later.
B. That's all·right. I'll be finished in a little while.
Ordering Stationary
A. Hi. Is this supply?
B. Yeah. This is supply. What can I do for you?
A. This is Rachel in Human Resources. I need
two boxes of company letterhead, one box of
ballpoint pens, and a box of envelopes.
B. All·right. No problem. What's your extension?
Getting A Take-out Lunch
A. Hey, Cindy? Are you getting take out?
B. Yeah, do you want something?
A. Yeah, thanks. Could you pick me up a chicken
salad sandwich, an order of fries, and a large
diet coke?
B. No problem. Do you have any cash on you? I
don't think I have enough.
Asking For A Re-calculation
A. Ms. Myers? Could you look at this please?
B. Certainly, Ms. O'Brien.
A. I think you should look over these figures
again. There are some calculations that are a
bit off.
B. Of course, Ms. O'Brien. I should have been
more careful. I'm sorry.
13

Insisting On A Change
A. I'm sorry, Brad. But you are going to have to
re-do this.
B. What's the problem, Ms. Murphy?
A. It's badly organised. I can't present this to the
board.
B. I'm sorry, Ms. Murphy. I'll re-work it. Can I give
it back to you this afternoon?
Reminding A Co-worker
A. Martin? Did you remember to bring back that
software I lent you?
B. Oh, Kate! I'm sorry. It completely slipped my
mind!
A. That's okay, Martin. If you could just bring it in
tomorrow, I'd appreciate it.
B. Definitely. I'm really sorry.
Getting New Equipment
A. We're going to need a lot of new stuff after the
holidays. Let's make a list.
B. Fine, Mr. Richardson. What do you have in
mind?
A. Well, to begin with, we're going to have to get
a new desk for you and I'd like to replace that
old typewriter.
B. Yes! I agree! We could really use another one!
I'll get on that right away! What else would you
like to order?
Passing Along A Request
A. Mr. Blake? Mr. Foster's on the phone. He'd
like to know if you can send over those training
manuals?
B. Oh, tell him I'll leave them at his office
tomorrow afternoon.
A. He was hoping that you could drop them off
this afternoon.
B. I'm afraid that I can't do that. They're at the
printer's being copied. They'll be back
tomorrow before 1 o'clock.
Reviewing New Resumes
A. I'm sorry to disturb you, Mr. Crane.
B. Yes, what is it, William?
A. Could you please look over these resumes?
They've just come in.
B. All·right, fine. Thank you, William.
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A Waiting A Signature
A. Excuse me, Mr. White? I just need you to sign
these before I leave.
B. Sure, Sherry. Sorry to have kept you waiting. If
you hadn't told me, I probably would have just
forgotten all about them.
A. That's my job, sir. Just one more signature
here, please.
B. There you are.
Arranging Overtime
A. I hate to do this to you, Alice. But I'm going to
have to ask you to put in some more overtime.
B. Does it have to be this afternoon, Mr.
Fairbanks? I've already made plans.
A. Well, I would have preferred to do it today. But
if you've already made plans, we can do it
tomorrow.
B. I'd appreciate that, sir. How long do you think
you'll need me to stay?
Approving A New Purchase
A. Mr. Philips? I have a request here from
purchasing that needs your approval.
B. Let me take a look. This is for a 486 computer
with modem. Who's it going to?
A. I believe it's going to Ms. Wilson's office.
B. Get her on the phone, please. I need to clarify
this.
Asking A Co-worker For Help
A. Hi, Carlos. What are you doing this afternoon?
B. Working. Why?
A. Well, I was just wondering if you would come
by and give a hand with the fliers for next
week's party.
B. I'm sorry, Melissa. I really can't today. I've just
got too much going on. Maybe tomorrow.
Preparing For Sales Meeting
A. Rich! I'm glad I caught you. Mr. Carlton's just
come over here from the main office.
B. Yeah? What does he want?
A. He needs to see the two of us to talk about
next week's annual sales meeting.
B. I haven't got two minutes at the moment. Can't
you go over things without me?
14

Co-signing An Approval Sheet
A. Albert? Could you co-sign this approval sheet?
Accounting's getting really picky.
B. I know. They've already sent back two
approvals I sent them. Where do I sign?
A. Right here. It's for that new fax machine we're
getting.
B. Oh, right. I remember. There you are. Hope
you don't have as many problems as I had.
Requesting A Phone Number
A. Could you call Mr. Jacob for me, Sara? I need
to go over some stuff with him.
B. Of course, Mr. Roberts. But, could you tell me
his extension number again? I haven't got all
the numbers down yet.
A. Sure, it's 4-8-7-2. Don't worry. You're doing a
fine job.
B. Thank you very much, Mr. Roberts.
Re-writing A Job
A. These two sections need to be re-written,
Jerry. The last guy that did this really mixed
things up.
B. Yeah, I could tell that. That's no problem. I can
probably get it re-done by tomorrow. When's
our meeting with the boss?
A. Not until next week, I think, the 15th.
B. Then, we've got plenty of time.
Problems With Samples
A. John? Can you come over here for a second?
B. Certainly. Mr. Emory. What can I do for you?
A. I need you to take a look at these samples. I
think there are a few problems.
B. Sure. Let me look over them and I'll bring them
back this afternoon.
A Recommendation Letter
A. Excuse me, Mr. Macmillan?
B. Yes, Ms. Ross? What do you need?
A. I was hoping you would write a letter of
recommendation. I want to enter a Master's
program in marketing. It's all on weekends and
evening.
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B. Good news! I'll be glad to. When do you need
it?
Leaving A Little Early
A. Could I trouble you for a minute, Mr. Graham?
B. Sure, Emily. How can I help you?
A. I would like to leave a few minutes early today.
Would that be all·right?
B. That's fine. As long as you can get that report
typed up before you leave.
Looking Over Some Letters
A. Mr. Emory? I'd appreciate it if you would look
over these letters before you leave today.
B. I'd be glad to. Just leave them on my desk. I
didn't expect you to finish so soon.
A. Thank you, sir. I'll leave them here. If there are
no problems, I'll mail them out this afternoon.
B. Great. Good work.
Reminding About Tax Forms
A. Hey, Richard! I need those tax forms from you
before five!
B. Oh, I'm sorry. I forgot about those completely.
I'll bring them by your office.
A. Okay. The sooner the better.
B. You bet. I'll swing by after lunch, okay?
Making Early Reservation
A. Mark? When are you going to give me those
brochures?
B. What's the rush? You're not leaving for
another week.
A. I know. But I want to make reservations this
week.
B. Okay. I'll bring them in tomorrow for sure.
Giving A Help Hand
A. Hi, Alex. Would you come with me to supply?
I've got to pick up a load of stuff and I'm afraid
I can't carry it all.
B. Sure, Stacy. Let me just grab my coat.
A. Thanks. I appreciate the hand. I'd have to
make two or three trips on my own.
B. Don't mention it. I'm glad to help.
15

Getting A New Computer
A. Mr. Emory? I think it's time to get a new
computer.
B. Why, Christine? I think the one we have is
fine.
A. For the amount of work we do on the computer
these days, the one we're using is just too
weak. We really need a higher model.
B. Well, I'll think about it. I don't know whether
accounting is going to agree to such a big
purchase.
Clarifying Final Details
A. This is what my boss is expecting, Sandy. He
wants a detailed list of expenses and
equipment costs.
B. That's going to take a while to put together,
Paul.
A. The sooner the better, Sandy. I don't think he'll
sign anything till he's got that in his hands.
B. I'll get to work on it right away. Anything else?
Last Minute Details
A. Ms. Solomon? I thought we had agreed to
change this deadline.
B. I wanted to talk to you about that, Mr. Feng.
Mr. Emory would prefer to keep the deadline
as is. We can start earlier if you'd like.
A. I'll have to think about that, Ms. Solomon.
B. Certainly, sir. We can wait another day or two.
CUSTOMER SERVICE
An Angry Customer
A. I am very sorry to hear that you've been
having so many problems, sir.
B. Well, sorry isn't good enough! What can you
do to help me?
A. Well, to begin with, I'd like to ask you a few
questions if I may?
B. Fine, whatever it takes to get this straightened
out!
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A Job Well Done
A. Good morning, Phyllis Seymour speaking.
B. Hi, Ms. Seymour? It's Allan Parker. I've been
wanting to call you and thank you for all your
help last week.
A. Thank you very much, Mr. Parker. But that is
my job.
B. Well, I want to let your boss know that she's
better hold on to you! You're a hard worker.
Checking An Account
A. Hi, this is Ralph Simmons. With whom am I
speaking?
B. This is Paula Blake, Mr. Simmons. How can I
help you?
A. I'm hoping you can sort a few things out for
me. Could you pull up my account?
B. Certainly, sir. Just tell me your account
number please.
Tracking Down An Order
A. Excuse me, I'm sorry to trouble you. My name
is Susan Ransom, and I have placed several
orders with your company.
B. Yes, Ms. Ransom? This is Karl Miller. How
may I help you?
A. Well, I wonder if you could track an order I
placed with you last month. It hasn't arrived
yet.
B. Certainly, Ms. Ransom. Do you have an order
number?
Complaining To The Boss
A. I realise that you're a very busy man, Mr.
Emory, and I'm sorry to take up your time.
B. I don't mind at all, Ms. Walker. Just tell me
how I can help.
A. Well, you know I've been dealing with your
company for a long time, and I'm really
disappointed by the service recently.
B. I am very sorry to hear that, Ms. Walker.
Please tell me about it.
16

Product Upgrade
A. So, you would like to know how much it would
cost to upgrade your current system, is that
correct?
B. Yeah, that's right. I'd also like to know how
much extra equipment I'd have to purchase?
A. All·right, ma'am. Let me do some calculations.
Could you wait a moment, please.
B. Sure. No problem.
Uncertain About An Answer
A. Ms. McPherson? I'm afraid I'm not sure on
that. Is there a number where you can be
reached?
B. Yes, 532-4121. How soon can you get back to
me?
A. I should be able to get this information for you
by this afternoon. I'll call you as soon as I
know.
B. All·right. Please leave a message with my
secretary if I'm not in.
Positive Feedback
A. I really appreciate your calling to tell me about
this problem, Mr. Roberts.
B. I know I can count on you, Pat. You always
have a way of getting things done!
A. Well, thanks for your vote of confidence, Mr.
Roberts. I hope I can come through for you!
B. I have no doubt. Thanks!
Re-issuing A Statement
A. Good morning. My name's Albert Moss. I
wonder if you could help me?
B. Certainly, sir. Please have a seat. What may I
do for you?
A. I'd like to verify how much money I have on
account with you. I can't seem to find my last
statement.
B. That's no problem, sir. I can issue you a new
statement. May I have your account number,
please?
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With An Impatient Customer
A. Excuse me, miss?
B. Yes, sir? How may I help you?
A. I arrived here at 8:30 this morning and I've
been waiting since then for service! I need to
place some orders.
B. I apologise for the delay, sir. Please have a
seat here. I'll take your order.
Visiting A Customer
A. Good morning Ms. Dunlop. My name's Vance
Fremont. I'm the customer relation's officer for
Walker Medical Service.
B. Good morning, Mr. Fremont. Is there
something I can do for you?
A. We just wanted to come by and thank you for
using our company, and to ask if you've had
any problems so far.
B. No, I haven't had any problems at all. I've
been very pleased with your service, thank
you.
With An Angry Customer
A. I need to speak with a manager!
B. I'm sorry, sir. But all of our managers are busy
at the moment. Would you please have a seat
in the waiting room?
A. I don't want to wait here all day! I've got things
to do!
B. I understand, sir. I will let you know as soon as
a manager is able to talk with you.
With An Angry Client
A. Look! I've had enough! If you can't get this
straightened out, I'm going to a different firm!
B. I understand why you're angry, Mr. Grant, and
believe me, we are doing everything in our
power to work this out.
A. Well, obviously, what you're doing is not good
enough!
B. If you could just give us a few more days, we
should be able to get this problem ironed out.
17

With A Very Upset Customer
A. This is the last time I'm using your company. I
have never seen so much disorganisation!
B. I do apologise, Mr. Kane. There's really no
excuse for this. But I assure you this will not
happen again! We have spoken to the
salespeople involved.
A. That's not good enough! I just don't trust your
company to take care of business in an orderly
fashion.
B. You have every right to be upset, Mr. Kane,
but I do hope you'll reconsider.
Handling A Problem
A. What? You've lost the plans? How did that
happen?
B. I am terribly sorry, Mr. Richardson. We sent
the plans by express mail to our branch in
Shanghai, but they appear to have gotten lost.
A. What are you doing about it?
B. We are tracking the documents at the
moment, and we have people working around
the clock copying the plans.
Explaining To A Customer
A. I don't understand this, Ms. Walker. When
exactly are you going to finish this job?
B. Well, it will probably take another few weeks,
Mr. Brooks. I realise it appears simple enough,
but there is a lot of red tape to wade through.
A. Fair enough, but I'm still a bit unclear about the
details. Could you go over the main points with
me again?
B. I'd be glad to, Mr. Brooks. Why don't you come
into my office?
Put On Hold For Too Long
A. Do not put me on hold again, please.
B. I'm very sorry, madam. The phones have been
ringing off the hook.
A. Excuse me, but that's not my problem! I was
just put on hold for the fourth time!
B. I do apologise, madam. How may I help you?
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American Master
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A Disappointed Client
A. I'm really disappointed in the quality of your
work, Ms. Patrick. I expected a better
standard.
B. I am very sorry you feel that way, Mr. Garth. I
realise that we've started off badly, but I think
you'll be pleased with the refinished work.
A. Well, it certainly couldn't be worse than what
you've been showing me.
B. I think you'll be satisfied with the quality of
these designs, Mr. Garth. Would you like to go
over to my office and take a look?
An Irate Customer
A. If I have to wait on more minutes, I'm going to
take my business somewhere else! I have
been waiting to see Mr. Barkley for nearly 25
minutes!
B. I'm very sorry, Ms. Ferguson. Mr. Barkley was
called away to an emergency meeting. He
should be back any moment.
A. I wish you had let me know that earlier! I could
have rescheduled my appointment!
B. You're right, Ms. Ferguson. I didn't anticipate
how long it would take Mr. Barkley. Let me see
if I can reach him.
Discussing An Ad's Music
A. What were you thinking when you came up
with this jingle? It doesn't have anything to do
with my product!
B. We felt that it was on target, Mr. Baker. But,
obviously, if you're not pleased, we can rework
the song.
A. You're going to have to. This one's out of the
question!
B. Fine, Mr. Baker. We'll get working on that right
away.
Explaining A Delay
A. When are you going to give me the prototype
you promised?
B. I apologise for the delay , Mr. Parker. We have
been waiting on a piece from one of our
factories. We should be able to have it
completed by next week.
A. All·right. But, I hope it won't take any longer
than that!
B. I don't expect it, too, Mr. Parker. I appreciate
your understanding.
18

Praise For Winning A Case
A. Good morning, Beck and Beck Legal Service.
May I help you?
B. Phyllis? Is that you? It's Craig Masters.
A. Mr. Masters! Hello. How are you?
B. I'm doing just great. I won my case and I just
wanted to thank you for all your hard work.
An Angry New Customer
A. If I had known I'd get service like this, I would
have gone somewhere else.
B. I'm sorry, sir. Could you tell me what the
problem is, please?
A. Let's start with the fact that no one has
responded to my calls or letters for the past
three weeks!
B. I do apologise, sir. I hope I can help you.
Would you tell me what you have been trying
to find out?
After Helping A Customer
A. Well, I hope that answers your questions, Mr.
Gardiner. Here's your printout.
B. Thanks a lot! I really appreciate your
assistance.
A. You're very welcome, Mr. Gardiner. I'm glad I
was able to help. Please call if you have any
more questions.
B. I will. Thanks again!
A Successful Restaurant Ad
A. Linda? It's Michael Davenport. Your office
handled the advertising for my new restaurant:
“The Steak House”.
B. I remember, Mr. Davenport. I did most of the
design work. Are there any problems?
A. None at all, except where to put all the people!
We've been packed ever since those ads
came out.
B. That's wonderful! Save a seat for me!
Unable To Answer A Customer
A. Excuse me? Are you listening to me?
B. Yes, sir. I understand why you're upset, sir.
A. Well then, do something about it.
B. I am very sorry, sir. But, at the moment, there
is really nothing I can do. As soon as my
supervisor comes in, I will contact you.
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American Master
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A Good Office Space Design
A. Richard? It's Marie Sinclair over at the design
studio. How are you?
B. Just fine, Ms. Sinclair. Is there anything I can
do for you?
A. You've done it already! I'm so pleased with the
plans you created for my new office space.
Everybody in the office is excited.
B. I'm glad you're pleased! I thought they suited
your office layout.
Asking About A Refund
A. Excuse me, but I thought I was supposed to
receive a check for 2500 for merchandise I
returned to your company.
B. I'm sorry, sir. Could you tell me your name and
the products you purchased? I'll see what I
can find out.
A. Yes. My name is Greg Wilson and I returned a
laptop computer with a modem to you about a
month and a half ago.
B. Just one moment, please, Mr. Wilson. I'll
check in our files. Where did you purchase the
laptop?
Impressive Feedback
A. Good afternoon. Paul Lands speaking.
B. Mr. Lands? It's Roberta Myers calling. I've got
to thank you for the work you did on that
newspaper ad. It was a great piece of work.
A. I'm glad you liked it, Mr. Myers.
B. I loved it! I'll definitely have more work for you
in the future.
A Compliment After Service
A. Is there anything else I can do for you, Ms.
Cozwell?
B. No, thanks. That'll do it for today, Joe. I don't
know how you keep all this stuff straight.
A. Well, that's my job. Ms. Cozwell.
B. And, you do it very well! Thanks again for your
help.
19

A List Of Complaints
A. This is my list of complaints, Andrew. I would
appreciate it if you would look over them.
B. Certainly, Ms. Parker. Thank you for coming
directly to me. You can count on me to act on
these.
A. Well, I've used your firm for several years and
I've generally been pleased. It's just the last
few months that I've had problem.
B. Well, I will definitely do what I can to solve
these problems, and improve our service.
Receiving A Compliment Letter
A. Mary Ann, this is a letter from Mr. Smith. He
worked with you last month.
B. I remember. What does he have to say?
A. Well, he just wanted to tell me what a good job
you're doing, and to keep up the good work!
B. That was really sweet of him.
Helping Out A Customer
A. Let me just add these numbers up for you, and
I should be able to give you an answer.
B. Thanks. I'm sorry to give you so much trouble.
A. It's no trouble at all, Ms. Liu. I'm glad to help.
Here. This should be the correct figure, 5,322
units at 53 cents per unit.
B. That sounds right. Could you jot that down for
me? Thanks.
Clarifying Personal Data
A. All·right, Mr. Winston. Let me just clarify this
information: your date of birth is May 15,
1942? And your social security number is 542-
31-2156?
B. That's right, miss. Do you need anything else?
A. I just need to know your street address, Mr.
Winston.
B. It's 2453 Bay Avenue. The zip code is 20143.
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American Master
Office
Reassuring Service
A. Are you the manager here? I have been trying
to get some simple problems straightened out
on my account for the last two days. I'm
beginning to think nobody understands service
here!
B. I do apologise for that, sir. Would you tell me
your account number, and I'll see if I can
straighten things out for you.
A. Thank you. My account number is Z5852213.
My name is John Hedges.
B. Thank you, Mr. Hedges. Let me see what I can
do.
An Appreciation Phone-call
A. Good morning, Mr. Gray. May I help you?
B. No, thank you. I just wanted to tell you how
much I appreciated your help the other day. I
know I gave you a bit of trouble.
A. Not at all, sir. I'm glad I could help. Is
everything all·right, now?
B. Yes. Everything's worked out fine, thanks.
COFFEE BREAK
Congratulations On Promotion
A. Hey, Jim. I heard you got a promotion!
B. Yeah, I'm going to be running the Walker
Avenue Branch.
A. Congratulations, guy.
B. Thanks. I appreciate it.
Talking About Sports
A. Guess what, Mark?
B. What? What's up?
A. Our softball team is in the finals! We're playing
the McGrath office on Saturday.
B. Fantastic! I'll be there!
Talking About A New-born Baby
A. Hi, Sally! You're talking to the proud father of a
new baby girl.
B. Congratulations, Bob! That's great news.
What's her name?
A. We've named her Alice after my wife's
grandmother.
B. That's a pretty name. Give your wife my best.
20

Talking About Child
A. Hey, Philip! You won't believe this!
B. What? What's on the good news?
A. My son, Harvey just got into Harvard! He starts
next September.
B. That's wonderful! You must be really proud of
him.
Talking About Vacation
A. You are going to be really jealous when you
find out where I'm headed for the holidays!
B. Don't tell me! I'm sure it's someplace warm
and sunny with great beaches!
A. You got it! I'm going to spend two fabulous
weeks in Hawaii.
B. You are so lucky! Send me a postcard!
Talking About Work Load
A. Thank God! I am finished writing that service
guide! It took me forever!
B. When did you finish?
A. This morning! No more overtime, and no more
headaches!
B. Well, I'm glad to hear it. Have a cup of coffee.
Getting Married
A. Hello, Cindy. Congratulations! I hear you're
getting married.
B. Yes, Mr. Emory. Thank you.
A. When's the big day?
B. We're planning a June wedding, but we
haven't picked a date yet.
Chatting With A New Employee
A. Hi, there, Philip. How's everything going?
B. It's going pretty well, but I'm really tired.
A. I don't blame you. You've had a busy first
week. Take a rest!
B. It's all·right. I don't mind being busy.
Chatting About Sports
A. Hey, Mark? What were you up to yesterday? I
called you, but there wasn't anybody home.
B. We went out to the stadium. Bob hadn't been
to a game for a few weeks.
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American Master
Office
A. How'd it go? Did we win?
B. Nope, lost again. But, it was a good game.
Complaining About Work
A. You look really wiped out.
B. I had meetings back to back all morning. Then
the printer broke in the middle of putting
together the Wix Soap presentation, and the
phone rang off the hook from the minute I
walked into the office.
A. Not a good day. I hate to tell you that Mr.
Emory wants to see the designs for the Polish
Paste Ad tomorrow morning.
B. I can't believe it! I guess I'll be here until ten
again tonight!
Sports Talk
A. Sue? Do you want to join the softball team?
We need another player.
B. I haven't played softball since I was in high
school.
A. Come on! It'll be fun. We play every other
Saturday afternoon from May until August.
B. Okay. I guess I could give it a try.
Chatting About Child
A. How's your little girl, Debbie?
B. Oh, she's just fine. She's so grown up now.
A. How old is she?
B. Four and a half going on twelve!
Getting A Promotion
A. Hey Doug! How'd it go at that meeting
yesterday? I know you were pretty anxious
about it.
B. Fantastic! I got the promotion!
A. Great! When do you take over?
B. After the new year.
Back From Vacation
A. Hi Jim! When did you get back?
B. Yesterday. I was really sorry to see it end. The
skiing was terrific.
A. I'm really jealous! I won't be able to get
anytime off for at least another three or four
months.
B. Sorry to hear that! But I would definitely
recommend this place.
21

A New Exercise Class
A. Did you hear that they are going to start an
exercise class after work?
B. Oh really? When is it going to start?
A. Next month, I think. Are you going to sign up?
B. Well, I'd like to, but I'm going to have to look at
my schedule.
First Day Of School
A. Has your son started school yet, Tom?
B. Next week. It's going to be quite a shock for
him!
A. He'll get used to it. They always do. I still
remember when my daughter started. Are you
going with him on his first day?
B. You bet. I wouldn't miss it.
Trouble With Computer
A. The new computer software is driving me
crazy! I really need a break!
B. I know what you mean, Carol. I've had nothing
but trouble with it. They say it's supposed to
be easy!
A. That's what I've heard. But as far as I
concerned, it takes a genius to figure it out.
Can you pass the sugar, please?
B. Sure. Why don't you sit down for a minute?
You haven't taken a rest all morning.
Complaining About Overtime
A. You won't believe who's been elected to do
overtime on the Baker account: Me! I've
already logged in 20 hours of over time.
B. Wow! Why so much? I thought they were
getting you an assistant.
A. They were supposed to, but so far nobody's
turned up, and I'm left on my own to do the
work. This is the first break I've had all day.
B. They're really running you into the ground.
Why don't you ask for some time off? You
could take a long weekend and go away
somewhere.
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American Master
Office
Chatting With A Newly Wed
A. Hi, Sandy! Do you have a minute?
B. Yes, John. I'm on my break. What's going on?
A. Not much. I just wanted to see how you were.
How's married life treating you?
B. Great, except for my mother-in-law!
Sometimes I think I married her instead of my
husband! How about you?
Chatting About A New Restaurant
A. Hi, Alex. How are you doing?
B. Just fine, Karen. I'm just taking a breather from
all this paper work.
A. I know the feeling. I'm calling to let you know
about this new Italian place I found. It's right
around the corner.
B. I'll have to try it. You know how I am about
Italian food. What's the name?
Inviting For A Cup Of Coffee
A. John, wait a second! I was just heading
downstairs for a cup of coffee. You want to
come? I've got some good news!
B. Sure. Let me just grab my wallet. You certainly
do look happy this morning.
A. I am. Don't worry about getting your wallet. It's
my treat.
B. This is a first! You must have won the lottery.
Offering A Cup Of Tea
A. How are you, Kim? I haven't seen you around
for a few days.
B. Oh, I was out sick most of last week. I'm still
not completely over it. You'd better not get too
close.
A. I'm sorry to hear about that. Why don't you join
me for a hot cup of tea? It'll be good for you.
B. Sure, why not? I could use the rest.
Talking About Appearance
A. Hi, Ellen. That outfit looks terrific!
B. Thanks, Jim. I didn't think guys paid attention
to stuff like that.
A. No, we just don't usually admit it!
B. Well, thanks for the compliment anyway!
22

Talking About A New Pet
A. Jack! Do you want to see a picture of my new
puppy?
B. Sure. I thought people only showed off
pictures of their new babies, not new pets!
A. Well, this is my new baby. He's just as much
trouble. That's for sure! But, he's a lot of fun!
B. I see what you mean. He's really cute. How old
is he?
A Newly Received Award
A. Philip! I was really glad to hear about your
award. Congratulations!
B. Thanks, Denise. Actually, I was really
surprised. I mean, there were a lot of qualified
people out there.
A. Sure. But the work you did was really
exceptional! You definitely deserved it!
B. Thanks a lot. I expect to see your name
nominated pretty soon, too. You've been doing
some great work!
Birthday Party Invitation
A. Melissa? I'd like to invite you to my wife's
birthday party.
B. Thanks, Frank. I'd love to come. When is it?
A. Her birthday is on the 9th. We're going to have
dinner at a Mexican restaurant, and then
maybe go out dancing.
B. Sounds like fun. You can count me in! Just
give me directions to the restaurant.
PITCH AND PRESENTATION
A Strategy Presentation
A. Okay, let me run the main points by you first.
We plan to start out with small newspaper ads.
Then we'll see what kind of response we get.
Based on that we'll decide whether to run full-
page ads. If we don't get a positive response
from the newspaper ads, we'll do some radio
spots. Finally, we plan to put together two 30-
second prime-time TV ads.
Time Schedule Presentation
A. All·right, people, we'll begin work on this next
week. I want to see a rough design by
Thursday.
B. What's our deadline for the finished product?
A. I intend to have the final designs in Mr.
Cartwright's office by March 12th. We'll need
to work fast on this.
B. How many people are you putting on this?
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American Master
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Presentation A New Design
A. I'd like to hear what your group has to say
about this. It's our basic design for a new toy
car.
B. How does it operate?
A. It uses batteries and a remote control, but it'll
be a lot faster and fine-tuned than most of
what's on the market.
B. Sounds promising. How big is it going to be?
Presentation An Outlook
A. Generally, things look pretty good, but there
are a few trouble spots.
B. Give us an idea of the main problems.
A. Well, sales are doing pretty well, but
production has slowed down, and as a result,
we're not keeping up with demand.
B. That's going to create a backlog that could
cost us. Who do you have working on that?
Presenting A Story Board
A. We'll begin with a slow-moving shot of the
crowds, Ms. Lords. Then, we'll come in on a
close-up of our main actor.
B. Okay, so far, so good.
A. The main actor will be drinking an ice-cold
Rocky soda and the rest of the crowd will be
moving in towards him.
B. All·right. I like where you're going with this, but
what kind of music are you going to have in
the background?
An Idea For Office Space
A. Mr. Wilson? These are the ideas I had for
redecorating that upstairs office space.
B. Looks good, Mike. What do you think we're
going to need, equipment-wise?
A. I'm expecting we're going to need two new fax
machines, a new laser printer and at least two
top-level photocopiers.
B. What are we planning on spending on this?
Presenting A Design Idea
A. Is this what you had in mind, Ms. Riley?
B. It's got the right feel to it. What colours are you
going to use?
23

A. We'd planned on using a dark green with gray
lettering, but some of the team thought that
would be too serious.
B. I agree. I'd like to lighten it up a bit.
Pitching An Old Idea
A. I think you're really going to like this, Jane. I've
been working on it for a while.
B. All·right, Tom. What have you got?
A. We'll leave in a simple one-liner with this
picture. Then, once we grab the audience, we
can tell them the details.
B. That sounds great.
Suggesting A New Layout
A. Mr. Clayton? I'd like to talk to you about some
new ideas I have.
B. Of course, Candice. Go right ahead.
A. Thank you. I've been thinking that we ought to
re-structure things around here. There's a lot
of talent going to waste in our offices.
B. I see your point. But, where would you start?
A Suggestion On Sales
A. Mr. Forester? I'd like to make a suggestion.
B. Yes, Ms. Miller?
A. Well. I think we ought to be putting more
energy into sales. We've got a strong client
base, but with so many new companies
opening up, we could lose business.
B. I appreciate your talking to me, Ms. Miller. I'll
give some thought to it.
Self-recommendation
A. Excuse me, Mr. Crosby? Could I talk to you for
a moment?
B. Certainly, Ms. Wang. What can I do for you?
A. I'd like to talk to you about taking over for Mr.
Zhang in the engineering department, when he
leaves this June.
B. I'll be glad to consider it, Ms. Wang. Why don't
you have a seat and we can discuss it.
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American Master
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Suggesting An Ad Plan
A. Excuse me, Mr. Randall? I'm sorry to trouble
you.
B. Not at all, Denise. Come in, please. What's on
your mind?
A. I'd like to get some input from you on an idea
I've had. I was thinking of doing a full-page
colour ad for the Rainbow Copier account.
B. Are they prepared to put out that kind of
money, Denise? That's the only thing that
would worry me.
Sharing An Idea
A. Mr. Murphy? I've got a few thoughts I wanted
to share with you, if you don't mind.
B. Of course not, Ms. Porter. Please come in and
have a seat. What were you thinking?
A. Well, I was thinking that it might be a good
idea if you went around and got to know
people a bit. Since you're new here, it might
help people to adjust.
B. That's a good idea, Ms. Porter. I'll start on it
this afternoon.
Presenting A New Research
A. Here's that research I was telling you about,
Mr. Cromwell. I think you'll find it pretty
interesting.
B. What's the general idea?
A. Well, basically, it implies that a lot of the work
we've done so far in this field is good but still
behind the rest of our competitors.
B. Does it make any suggestions on how to pull
ourselves up?
A Secretary's Pitch
A. All·right, Mary. That should do it. Thanks.
B. You're welcome, Mr. Sinclair. Mr. Sinclair, I
just wanted to add something to the list.
A. What's that, Mary? I thought it was pretty
complete.
B. Well, I think it's time we add it a laser printer
and a modem to our computer system. Right
now, I still have to do our special printing jobs
outside of the office. It would save us a lot of
time and money.
24

Suggestions For An Intern
A. Before we finish up, Cecilia. I wanted to run
something by you.
B. Sure, John. What is it?
A. What would you think about bringing in an
intern? I know we've never done it before, but
we're busy enough now. I think it would be a
good idea.
B. I agree with you. Who did you have in mind?
Recommending A Design
A. Here's that design Paul put together the other
day, Louise. Why don't you take a look at it?
B. What do you think of it, Jake?
A. I think it's pretty solid work. He's got some
good ideas and a firm grasp of the main visual
needs.
B. I see what you mean. All·right, I'll take it back
to my office and take a closer look.
New Ideas From A Seminar
A. Thanks for sending me to that seminar, Mr.
Simpson. It was really fascinating. In fact, I
came back with a few ideas.
B. Oh, yeah. Like what?
A. Well, they talked a lot about teamwork, and I
was thinking we ought to do more with that
around here.
B. That wouldn't be a bad idea, Laura. Did they
have any suggestions?
Presenting An Office Outline
A. Take a look at this, Joe. I've put together an
outline for our new office design. What do you
think?
B. Hmm. It looks pretty good. What are you
planning to put over in that corner?
A. Well, I wanted to talk to you about that. The
way I see it we can either move the new
computer over there or install a coffee counter.
B. I think the counter would be a good idea. That
way, people will take more breaks in the office,
not outside.
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American Master
Office
Making A Complaint Together
A. Good morning. Susan speaking.
B. Susan, have you heard the news? They're
planning to ask everyone in this department to
do overtime instead of hiring a new
accountant!
A. That's crazy! We need to speak to Mr. Foster.
We've been working non-stop already. Will
you come with me to speak to Mr. Foster?
B. You bet. I'm just as upset as you are.
Discrepancies On The Budget
A. I think you'll agree once you see these figures,
Andy.
B. Well, I still think there are some problems. I
don't know how you're going to cover all the
expenses.
A. Look over here. I've already calculated the
cost of equipment, furniture, and the additional
salaries.
B. Yeah, but what about utilities? We still have
electricity, water, and telephone lines to
consider.
Getting Support Signatures
A. Linda, have you seen it?
B. No. What is it?
A. It's my proposal for a non-smoking policy in
the office. I know you don't smoke and I was
hoping to get your signature in support.
B. I'd be glad to. It's about time.
A Pitch For A Good Cause
A. Paul, this is the sign up sheet for the charity
race. You're going to join us, right?
B. Well, I am really busy these days.
A. Come on, we need everybody we can get and
after all, it's for a good cause.
B. Okay, I guess you're right.
Making A Pitch To A Group
A. All·right, guys. We need to pull together on this
one. It's going to take a lot of work.
B. What are your expectations?
A. I intend to put this department on the top of the
list! All we need is a little more effort and we
can be first in sales.
B. That sounds like a good idea. Let's go for it.
25

Presenting An Operating Budget
A. These numbers represent our potential profit
next year. And this here is our total operating
budget for 1995.
B. That seems a lot lower than last year. Are
profits down that much?
A. Well, it's deceptive. Profits are steady at the
moment, but if you take a look here you'll see
that sales have dropped off quite a bit.
B. So, without a significant increase in sales,
we're facing a dismal year, huh?
Presenting A Tv Ad
A. In the first frame, we'll show a picture of the
product surrounded by the bright light. Then
we'll fade into a shot of our presenter.
B. I think I see where you're headed. What's the
punch line?
A. We plan to finish up with this shot of the
product and the line: “You can count on us to
be wherever your washing needs are!”
B. Can you shorten that line? And I'd like you to
finish up with a different image.
Pitching A Promotional Event
A. Picture this, Mr. Statler. We'll have 5000
balloons and thousands of ribbons
surrounding the entrance on opening day.
B. What are you going to do about crowd control?
A. We'll have guards post it at the entrances and
near the main gate. But I don't anticipate much
of a problem. The main point is to attract
attention.
B. That's true. All·right. I'll leave it in your hands!
Investment Suggestions
A. It's a pretty straightforward situation, Mr.
Philips. You'll need to invest half of your funds
in securities and the other half in real estate.
B. I'm a bit worried about real estate at the
moment.
A. I promise you. Right now there couldn't be a
better deal! Trust me!
B. Well! You've always been right, before, you've
got a deal.
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American Master
Office
Market Targeting
A. Alex? Let me run something by you.
B. Sure. What's up?
A. I think we need to gear that new cleaner to a
younger crowd, maybe 25 to 35, what do you
think?
B. Well, it's worth thinking about. Let's talk about
it at the strategy meeting this afternoon, okay?
I've got to run.
Making A Pitch For A Project
A. We've been working on this project for a
couple of weeks now, Mr. Brooks. I think you'll
be pleased with the results.
B. Well, let's have a look.
A. This is how we'll begin - - - and then we'll finish
with some computer-generated photographs of
the product. What do you think?
B. I think you got the right idea. There are just a
few details to work out.
Presenting A Package Design
A. Mr. Macmillan. I've got a new idea for the
design of the Wix soap package. I think you're
going to like it.
B. All·right. Show me what you've got.
A. Here it is. The outer circle would be in yellow
and the centre would be in metallic blue. What
do you think?
B. It looks good. Have you shown it to the rest of
the guys?
Promoting Yourself
A. Hi, Ms. Montgomery. I'd like to put my name in
for John Jacobs' position.
B. I didn't know you were interested. How much
sales experience do you have?
A. Actually, quite a lot. Before I started with this
company, I was an Assistant Sales Director at
Rothmans, the department store.
B. Why don't you bring me a copy of your
resume, and we can talk about it.
26

Presenting A Yearly Projection
A. This graph represents our profits from last
year, and this one will give you an idea of the
profits so far this year.
B. Do you have any projections for the next six
months?
A. Yes, John. This third one charts the expected
profits through the end of the year. I think
you'll all agree that we have some problems to
deal with.
B. Agreed. But it still not as bad as we had
anticipated.
Presenting A New Strategy
A. I've got that presentation put together Mr.
Godgriguez.
B. Great. Let's take a look.
A. Well. The target group will be young women
between 18 to 30, and these figures here
represent our expected marketing budget.
B. Sounds good. Any ideas on the packaging?
DISCUSSING PROBLEMS
Warning An Employee
A. Listen, Christine. You can not afford another
day off. You've called in sick five times in the
last three weeks.
B. I know, Mr. Douglas. But I really am sick.
A. Well, I want a note from the doctor on this one.
And, to be honest, if this continues, we may
not able to employ you here.
B. I understand, sir. I'll bring a doctor's note in
tomorrow. I am sorry, Mr. Douglas.
Waiting On A Client
A. Alex! What are you guys doing over there?
B. What do you mean, Janice?
A. I've been waiting for a response on the Blake
Building design for nearly two weeks.
B. I'm sorry, Janice. But we've been waiting on
the client. It's out of our hands at the moment.
Criticism From Your Boss
A. Liz. You were supposed to have had those
contracts typed up by now.
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American Master
Office
B. I was supposed to do that? I thought Sharon
was responsible for that.
A. No, Liz. I asked you specifically. Don't you
remember?
B. I'm really sorry, Mr. Samuels. I really don't
remember that.
Sorting Out Problems
A. Rachel? I'm not sure how you want to handle
this account. I think there are a few things to
be sorted out.
B. I agree, Toni. I think the biggest problem we're
facing is how to bring it in under budget.
A. That's true. But even beyond that, there's the
question of meeting the deadlines they've set.
B. Right. Look. Why don't we make a list of the
problems we're dealing with. It'll be easier to
work through them that way.
A Persistent Sales Woman
A. I don't have any time to spare Jenny.
B. I understand you're a busy man, Mr. Black. I
just wanted to show you these samples.
A. No, I'm sorry. I've told you I don't have any
more time and I mean it. I'm afraid you're
going to have to go.
B. I see, Mr. Black. I'm sorry to have taken up so
much of your time, sir.
Criticizing An Employee
A. Janet? You still have not given me those files
I've asked you for.
B. I'm sorry, Mr. Myers. I've just been so busy
today.
A. I really don't want to hear your excuses, Janet.
We're running a busy office here. You're going
to have to keep up.
B. You're right, sir. I apologise. I'll get those files
for you now.
Criticizing A Smoker
A. John. I've asked you not to smoke in here! I
don't want to see you smoking in my office
again.
B. I'm sorry, Ms. Fairbanks. I won't let it happen
again.
A. That's what you said the last time! If you want
to smoke, you'll have to use your break time
and go outside!
B. I understand, Ms. Fairbanks.
27

Criticizing Lack Of Effort
A. Allan. I am really disappointed by your lack of
effort on this project.
B. Look, Sally. I've put just as much work into this
as anybody else.
A. No, I'm sorry. I disagree. I don't think you've
been working at full speed at all.
B. Well, I'm sorry you feel that way.
Arranging A Holiday Schedule
A. Mr. Martin? I need to talk to you for a minute.
B. Certainly, Ms. Emory. Is there a problem, sir?
A. Well, I'd just like you to help me with the
holiday schedule.
B. Fine, Mr. Emory. Let me just grab a pad and
pen.
An Interview Problem
A. Well, I really just have two problems with this.
B. Yes, sir?
A. I'm concerned about your lack of marketing
experience and, frankly, your age. You're
pretty new at all this.
B. I can understand that. Let me see if I can
clarify some things for you.
Solving A Problem With Bonuses
A. Grant? Can we talk about this bonus plan of
yours? I've got a few problems with it.
B. Sure, Richard. What's on your mind?
A. Well, to be honest, I just don't think we're
going to have enough funds to give the kind of
bonuses you have in mind.
B. Well, why don't we sit down and work out the
numbers? We can always scale down the
bonuses if we have to.
A Snag In The Plans
A. Jason. There's a snag in the plans for the
Hoover Centre.
B. What's wrong? I thought everything was set.
A. Well, it was. But the contractor's just told me
he's not going to be able to finish by the
twentieth, as planned.
B. Maybe we could work out an overtime
schedule. It's definitely worth it to finish by the
twentieth.
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American Master
Office
Who's Going To Lunch First
A. I'm heading off to lunch, Sue. See you in a bit.
B. Jake! I thought we said yesterday that I would
go to lunch first. You remember? I need to be
in the office at 1 o'clock.
A. I forgot. And I already made plans for lunch…
B. I'm sorry, Jake, but we did decide this
yesterday. If I don't go now, I won't be able to
eat lunch at all.
Discussing Overtime Problems
A. Excuse me, Mr. Graham? I have something I
need to discuss with you.
B. I'm in a bit of a hurry, Louise. Can it wait?
A. I would really appreciate it if we could talk for a
few minutes now. It's about the overtime
you've asked me to put in.
B. All·right. Why don't you have a seat? What's
the problem?
Bonus Compaints
A. Ms. Montgomery? Do you have a moment?
B. Sure, Brian. What's on your mind?
A. I'm a bit upset about this year's bonus. I was
really expecting a little more. Are there any
problems with my work?
B. No, not at all, Brian. This year, we've had to
cut back. I'm hoping next year's going to be
better. I hope you can understand.
Discordance About A Secretary
A. Hello, Mr. Kramer. Could you spare a minute?
B. That's about all I can spare, Karen. What do
you need?
A. I need to talk to you about that new secretary
you've hired. I think I'm going to have some
problems working with her.
B. She seems to be quite qualified. If it's a
personal problem, I'd prefer it if you would
work it out between yourselves.
28

Clarifying Some Tasks
A. I'm not sure what you expect me to do,
Michelle. You've not been very clear about any
of this.
B. I'm sorry, Clint. Maybe I didn't make myself
clear enough. We should get together to
discuss this.
A. Yeah. I think that would be a good idea. I'm
really in the dark on everything.
B. Fine. Let's meet this afternoon. I'll draw you a
better picture of the situation.
A Delayed Lunch Order
A. Hello! We've been waiting for our lunch for
over an hour. Did you forget our order?
B. I'm sorry, sir. Could you tell me your name and
order again, please? I'll check on the delay.
A. The name's Stanley Morris and the order was
for two chef's salads.
B. Thank you, Mr. Morris. Please wait one
moment and let me check on the order. Would
you like anything to drink, sir? On the house.
Advice On Client Relations
A. Carla. I know you're kind of new in this
business and I want to give you some advice.
B. Yes, Mr. Michaels?
A. You have to listen to what the client asks for.
What you have just shown me is not at all in
line with the client's wishes.
B. I'm sorry, Mr. Michaels. Could you tell me
where the problems are exactly? Maybe I
misunderstood the client's intentions.
Disagreeing On A Project
A. Mr. Crandall. I'm sorry, but I really don't see
the value in doing this entire project over from
scratch. It would take a lot of work.
B. That's certainly true. But, that's what this job is
all about, Maria. There's no doubt that this
project is unacceptable.
A. I agree. But I think that we can handle the
problem by making a few major changes. I'd
appreciate it if you would give me a chance.
B. All·right, Maria. I'll give you until tomorrow at
4:00 to produce a satisfactory piece of work.
But otherwise, you'll have to re-do it.
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American Master
Office
Requesting Boss' Criticism
A. Mr. Farmington? Would you take a look at
these catalogue ads that Roger did? I don't
think we can use them.
B. Hmm. I see what you mean. Have you spoken
with Roger? He usually does better work than
this.
A. I know, Mr. Farmington. But, I'm not sure that I
should bring this up with him. I think it would
be better if you spoke to him.
B. All·right. Leave these ads with me. I'll speak to
him this morning.
Talking Too Long Of A Break
A. Greg. I want to speak to you for a minute.
B. Yes, Ms. Gray. Is there something wrong?
A. I'm afraid there is Greg. I don't mind you taking
a break, but you've been away from your desk
for twenty-five minutes already.
B. I'm sorry, Ms. Gray. I must have lost track of
the time. I'll get back to work now.
Problems With Taking Credit
A. Mary? I'd like to talk to you for a second,
please.
B. Okay, Mark. What's up?
A. I'd like to know why you're always taking credit
for work we've done together like that line in
the new Ice Cream ad?
B. That was my line, Mark. I know we work on the
ad together, but that was definitely my line.
A Different Opinion
A. Blake! I have to talk to you!
B. What, Hillary? I'm really in a hurry!
A. I know, Blake. But you've been avoiding me all
morning and we have got to talk about this
deal with the McKinsey Food Company.
B. I've been busy, Hillary. We can set up a
meeting to talk about the deal, but I still feel
the same way. I don't think it's worth it.
29
 American Master
Office
Angry Over A Change In Plans Lunch Invitation

A. Susan! Why didn't you tell me that you were A. John Martin.
taking over the Silk Company account?
B. Hi, John. It's Emely. How's everything?
B. I thought you knew, Todd. It was decided last
week. I guess you weren't at the meeting. A. Great, thanks. What's up?

A. You know I wasn't at the meeting. I was B. Oh, I was just thinking about getting a bite to
meeting with Mr. Wei about this account! I've eat. Have you had lunch yet?
been on this for a month and a half. Getting A Ride After Work

B. I'm sorry, Todd. But Mr. Emory felt that it was
going too slowly, and that it needed a fresh
start. He should have told you.
Unveiling A Disagreement
A. John? I have to say I was bothered by the way
you handled the meeting today.
B. How so? I thought it went fine.
A. Good morning, personnel. May I help you?
B. Hi, could I speak to Nancy please?
A. This is she. Paul?
B. Yeah, it's me. Can you give me a lift after
work?
Inquiring About Progress

A. I think it would have been better if you had
given us more of a chance to give our
opinions.
B. I'm sorry. I thought we were all pretty much in
agreement.
Bad File Organization
A. Good afternoon. Jason Emory speaking.
B. Hi, Jason. It's Elizabeth Montgomery. Have
you got those plans drawn up yet?
A. Yeah. They were just sent over to your office.
You should have them in about half an hour.

A. Where's the James file, Christine? B. Thanks a lot. Sorry to trouble you.
B. I had it right here a minute ago, Mr. Emory. Calling In Sick
Umm. Just a minute…
A. Hello, Ms. Murphy?
A. Christine. I know you're new here and there's
a lot to learn. But you are going to have to B. Yes? Who's calling?
learn to keep your work in better order. We
can't afford to lose an important document. A. It's John Anderson. I'm afraid I'm going to be
out sick today. I've got a nasty cold. I hope you
B. Yes, sir. I apologise for that. - - Here's the file don't mind, ma'am.
you were looking for, Mr. Emory.
B. No, that's no problem. I'm sorry to hear you're
ON THE TELEPHONE not feeling well. Get some rest. If you need to
see a doctor, let me know.
Calling For A Day Off Getting Instructions

A. Hello, Mr. Compton? This is Susan Miller. A. Hello, Mr. Rodriguez?

B. Hi, Susan. What can I do for you?
A. I'd like to take tomorrow off if that's all·right
with you.
B. Let me take a look. Just a second. That's no
problem, Susan. See you on Wednesday.
Wrong Department
A. Good morning. Macmillan and Emory. May I
help you.
B. Is this the accounting department?
B. Yes. Is this Paula?
A. Yes, sir. I've just dropped those slides off at
the Winthrop office. Do you need anything else
while I'm out?
B. No, that's all·right, Paula. Why don't you get
something to eat, and I'll see you this
afternoon.

A. No, I'm sorry. You've reached Mr. Macmillan's

office. Let me just put you through to
accounting.
B. Thanks. I appreciate that.

luongxuantien2003@yahoo.com 30
 American Master
Office
Explanation For Being Late Asking About Some Old Files

A. Hello? A. Hi, John? It's Susan Miller.

B. Ms. Montgomery? This is Richard Thomas. I'm
sorry to bother you at home, but I've got a bit
of a problem.
A. Oh? What's wrong?
B. Hi, Susan. What's up?
A. Do you know where that memo about office
procedures is? I want to give my secretary a
copy.

B. My daughter's just banged up her knee pretty
badly and I'm going to have to take her to the
hospital. I'll be about two hours late.
Calling Your Boss From Outside
A. Good morning, Mr. Johnson's office. Cindy
speaking.
B. Hi Cindy. It's Michael Kurt. Is Mr. Johnson in?
A. No, I'm sorry, Mr. Kurt. He's stepped out for a
bit. Would you like me to have him call you?
B. Yeah, that will be great. I'm on extension 4283.
Reporting A Progress
B. I'm sorry. I have no idea. I haven't seen that
for ages.
Calling The President
A. Good morning. Could I speak with Mr. Willard
please?
B. This is he. Who's calling, please?
A. This is Chris Emerson speaking.
B. Hello, Chris. how can I help you?
Calling A Mail Clerk
A. Mail Room. Karen speaking.

A. Mrs. Reynolds? This is Martin Gross calling. B. Hi, Karen. This is John Williams in the
purchasing department. Can you check to see
B. Hi Martin. What can I do for you? if there's a package down there for me?

A. Well, I've got the spreadsheets you asked for, A. Certainly, Mr. Williams. Just one moment,
but I'm still waiting on some data from please.
accounting.
B. Thanks, Karen.
B. That's all·right. Bring me over what you've got. Calling A Supply Store
Good News Over The Phone
A. Office Supplies, Inc. Robert speaking. May I
A. Hi, Is this Rich? help you?

B. Yeah, who's calling?
A. It's Alex … Have I got some great news! We
got the Baker account. It's all ours.
B. Fantastic! I can't believe it! That's the biggest
account we've gotten so far!
Bad News Over The Phone
A. Rachel? This is John Emory speaking.
B. Hi, Robert. This is Janet Reese calling from
American Advertising. We placed an order
with you about a week ago.
A. Yes, Ms. Reese. I remember, you spoke with
me. Is there a problem?
B. Well, it still hasn't gotten here, and my boss is
pretty angry about it.
Calling The Printers

B. Yes, Mr. Emory? A. Print Shop.

A. I've got some bad news. All the plans sent B. Hi, is this Steven?
over to the McGrath Corporation have been
rejected. We're going to have to start from A. No, ma'am. This is Sean. Steven's out sick.
scratch.
B. Oh, sorry to hear that. Listen, I've got a rush
B. I thought they had already agreed to order. Can you help me out?
everything. That's going to take weeks to
rework.

luongxuantien2003@yahoo.com 31

Making A Rush Order
A. Print shop. Sean speaking.
B. Hi, Sean. It's Mary in Mr. Emory's office. I
placed an order for 1000 bound copies of a
staff manual last week.
A. It usually takes 2 to 3 weeks to complete a job
like that.
B. Well, I was hoping you would do me a big
favor. That was supposed to be a rush order, I
forgot to tell you. I'm getting a lot of flak from
my boss.
Asking For Typing Help
A. Kevin? Hi, it's Elizabeth. I have a big favor to
ask you.
B. How big, Elizabeth? Last time you said that, I
ended up working ovetime 3 nights in a row!
A. Well, I've got a huge load of typing and Mr.
Blake has insisted I get it done by tomorrow
afternoon.
B. All·right, Elizabeth. But this is the last time.
Calling A Contractor
A. I have been trying to reach you for the last
three days!
B. I'm sorry, Mr. Brunt. I've been out on a site for
the last week.
A. Well, I need to know the specifics about the
medical center project. We start building in
under two months.
B. I understand, sir. I'll come by tomorrow
morning to talk to you about it, if that's all·right.
Calling The Finance Department
A. Finance, Angie speaking.
B. Hi Angie. It's Tom Reynolds here. Can you tell
me if my tuition fees for this semester have
been approved?
A. Yes, Mr. Reynolds. They were approved
yesterday. You can pick up the check today.
B. Oh wow! Thanks a million, Angie!
Speaking With An Angry Client
A. Hello. I need to speak with Allan Cartwright.
B. This is he. May I help you?
A. I certainly hope so, I am about to stop doing
business with your office.
B. I'm very sorry, Madam. Can you tell me what
the problem is over the phone or would you
like me to go to your office.
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American Master
Office
Making A Flight Arrangement
A. Good morning. Is this American Airlines?
B. Yes, sir. My name is Ellen. How may I help
you?
A. I need to get a flight to Chicago on the 7th in
the morning. Can you give me a hand?
B. Certainly, sir. There's a flight at 8:35 a.m. and
one at 10:45. Which would you prefer?
Rearranging A Flight
A. Hi, United Airlines? This is Elizabeth Parks
calling. I have a reservation on the 2:30 p. m.
flight to Shanghai this afternoon.
B. Yes, Miss. Parks? How may I help you?
A. Well, I'd like to reschedule my flight for the
tomorrow morning at 9: 05. Is that possible?
B. I'm very sorry, Miss Parks. But the 9:05 flight is
completely booked. I can put you on a waiting
list if you would like.
Calling A Courier Service
A. Alpha Beta Courier Service? This is Louise
Walker calling from The Marketing Company.
B. Good morning, Ms. Walker. What can I do for
you?
A. We need to deliver some documents to our
Monroe street branch. Can you come by and
pick them up?
B. Of course, Ms. Walker. Could I have your
account number, please? And, when do these
documents need to arrive?
Relating A Question
A. Please hold on one moment, Mr. Bradley. I'll
ask Mr. Blake. Mr. Blake?
B. Yes, Sandra? What do you need?
A. Mr. Bradley would like to know if that Wham
candy jingle is finished yet.
B. They're putting the finishing touches on it now.
It should be ready by the day after tomorrow.
Checking On A Delivery
A. QuickServ Delivery. May I help you?
B. Hi, this is Sharon in Mr. Reynolds's office. One
of your delivery men picked up a package here
about an hour ago.
A. Yes, is there a problem? Ma'am?
B. Well, it still hasn't reached its destination. I
wonder if you could track it down for us. Mr.
Reynolds is a bit concerned.
32

Making Hotel Reservations
A. Good afternoon. Is this the Romley Hotel?
B. Yes, madam. May I help you?
A. Yes. I'm calling from Westwood and
Westwood Attorneys. I need to make a
reservation for Mr. Alex Brent.
B. Fine, madam. When will Mr. Brent be arriving,
and how many nights will he be staying?
Confirming A Flight
A. Good morning. This is Ms. Red in Mr.
Farnsworth's office. I'd like to cofirm a flight for
Mr. Farnsworth.
B. Certainly, Miss Reed. What is the flight
number and date of departure, please?
A. It's flight 420 to Canton on April 17th at 3:20 p.
m. The name is Roger Farnsworth. That's F-A-
R-N-S-W-O-R-T-H.
B. Thank you, Miss Reed. Please wait one
moment while I confirm the flight.
Arranging A Car To The Airport
A. Good morning. Rent-A-Car Agency. May I help
you?
B. Good morning. This is Paul Alexandra calling
from the Isis Advertising Firm. We need a car
to the airport for Mr. Phillips.
A. Certainly, Mr. Alexander. When would Mr.
Phillips like to leave?
B. Let me check. - - His flight's at 2:30 p.m., so
he should leave no later than 12 noon.
Arranging A Banquet
A. Good afternoon. Lotus Catering Company.
Lilian speaking. May I help you?
B. Good afternoon, Lilian. This is Tom Baker over
at Beck's Trading company. We need to
arrange a banquet for next Wednesday
afternoon.
A. I see, Mr. Baker. How many people are you
planning to invite and how much would you
like to spend per person?
B. Well. We're expecting about twenty-five people
and we'd like to spend no more than 20 dollars
a head.
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American Master
Office
Ordering Lunch
A. Hi, is this the Bread and Cheese Deli?
B. Yes, ma'am. How may I help you?
A. I need to place an order for a couple of
sandwiches and drinks. Can you deliver?
B. Yes, we do deliveries for orders over 15 dollar,
ma'am.
Good News To An Accountant
A. Good morning, Mary? It's John Kramer calling.
You remember you handled my tax forms for
me?
B. Of course, Mr. Kramer. How are things going
these days?
A. Better than ever! You won't have to worry
about “finding” extra money for me anymore!
We made nearly a quarter of a million in profit
last year!
B. Congratulations! I'm really glad to hear it! That
should make balancing the books a lot easier!
Relaying A Compliment
A. Good morning. Sales Division. Alex speaking.
B. Alex, it's Nancy over in Marketing. I've got
some good news for you.
A. Oh yeah? I could use some. What's up?
B. Mr. Morris was so pleased with your sales
work on his account that he went straight to
the top with it. He wrote a letter about it to Mr.
Macmillan!
FINALIZING THE DEAL
Signing An Official Contract
A. Ms. Robbins. Please sign here.
B. Thank you, Mr. Fairly. I think we'll have a long
and prosperous future together.
A. I agree. There's a lot we can do in the future
as partners.
B. Let's have a drink on it, Mr. Fairly. I know a
good place in the city.
Finalizing A Deal On The Phone
A. All·right, Ms. Kramer. I'll fax the details to you
right away.
B. Fine. I should be able to get a signed contract
faxed to you by tomorrow morning.
A. Good news! The sooner we get this out of the
way, the sooner we can get going.
B. No argument there! All·right, I'll get those
details over there!
33

Contract Signing
A. Mr. Brown. Ms Montgomery just sent these
contracts over for you to sign.
B. Has the legal staff looked at them?
A. Yes, sir. They don't see any problems.
Everything's in order.
B. All·right. Where's my pen? Then fax these
back to Liz.
A Satisfied New Clients
A. Well, Ms. Montgomery said I would be pleased
with your work, and she was right.
B. Glad to hear it, Mr. Rice. I look forward to
working with you again. Here's your copy of
the contract.
A. Thanks. If I have any questions, I'll get back to
you.
B. Please do. You can always leave a message
with my secretary.
Closing A Contract
A. So, we're taking about an average workload of
4 to 5 jobs every year, huh?
B. That's right. Can you handle that load?
A. That won't be a problem. Let's put it in writing.
B. Fine. Let me call my secretary.
A Marketing Research Company
A. When can we get started? I'm really eager to
get going on this!
B. So am I. We have got a lot of ideas on how to
go with this. I think you're going to be pleased!
A. I'm sure I will! We've heard a lot of good things
about your company.
B. Well, I hope we live up to our reputation! I do
think our research techniques are among the
best in the city.
Purchasing Copy Machines
A. All·right, Mr. Ray. So you'll bring the two Xerox
Copiers over Thursday afternoon?
B. That's right. Then we'll do an initial
maintenance check on them. After that, we'll
come by every six months for a routine
checkup.
A. Otherwise, if we have a problem, we can just
call your office, right?
luongxuantien2003@yahoo.com
American Master
Office
B. That's right! Here's my card. There's a beeper
number on this as well.
With An Office Decorator
A. Well, Susan. We should be ready to start in
another week or so.
B. I am really excited about this.
A. I think you're going to be very pleased with the
final product. We should be able to get it done
in under a month.
B. Great! Send me your bill, and I'll arrange the
payment. We settled on $12, 000 as the final
cost, right?
With An Overseas Client
A. Thank you for travelling so far to work with me,
Mr. Song.
B. Well, when I find the right company, I don't
care what length I have to go to!
A. I hope we can continue to do good work
together. I'll contact you as soon as the
contract is typed up.
B. Wonderful! I'll speak to you then.
About A Re-written Bid
A. We've rewritten the bid based on your
specifications, Mr. Lee. I think you'll be
pleased.
B. Yes, it looks fine, Ms. Warner. Thank you for
your hard work.
A. That's to be expected, Mr. Lee. If you could
sign here I'll give these to my secretary to
copy.
B. Certainly. There you are Ms. Warner.
Approaching A Settlement
A. Fine, Mr. Sato, that's that. Do you have any
other questions?
B. No, Ms. Coswell. Everything's clear. When can
you begin work?
A. I'd like to get started by the beginning of next
month. We just need to make a few last
minute calls.
B. But you don't anticipate any problems, right?
34

A Happy New Client
A. It's been a new pleasure working with you, Mr.
Walker. I think we'll have a good future
together.
B. I agree, Ms. Marshall. I've been very pleased
with how smoothly everything has gone. Hope
you can keep up the good work!
A. We intend to, Mr. Walker! Please let us know
when we can help you out again.
B. I certainly will. Thanks again.
Concluding An Agreement
A. Well, Ms. Green. I think we've ironed out all
the wrinkles. As far as I'm concerned, we've
got a deal.
B. Absolutely, Mr. Foster. Everything should be
smooth from here on.
A. Glad to hear it. You'll keep in touch?
B. Certainly, Mr. Foster.
With An Old Client
A. Well, you've done it again, Paula! You always
manage to work things out at the last minute.
B. That's what I'm here for, Mr. Duncan. So, we
have a deal?
A. You bet! I'll send the signed contracts over
tomorrow morning.
B. Great! Shall we get some lunch.
Winding Up A Contract
A. Thanks again, Sue. It's been good working
with you.
B. My pleasure, as always, Mr. Dean. I hope
you'll keep in touch and let us know how
things are proceeding.
A. Absolutely, Sue. I'll give you a call next week
and let you know when we'll be breaking
ground.
B. Fine. I look forward to hearing from you, Mr.
Dean.
Closing A Deal
A. All·right, Ms. Bently. I'll have the contract
drawn up this week.
B. Good. And I think we should try to meet early
next week to sign the contracts and go over a
few final details.
A. That would be fine. I'll have my secretary give
you a call at the end of the week to set up an
appointment.
B. Fine, Thanks. Then I'll speak to you next
week.
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American Master
Office
Let's Celebrate
A. That'll do it, John. We're in business!
B. It's good to have that out of the way. Now, we
can get down to work!
A. I agree. Now that it's all down on paper, there
shouldn't be any problems. You want to have
a quick drink and celebrate?
B. Sure, why not? Let me grab my coat.
An Employee Contract
A. Well, this looks fine to me, Ms. Samuels. I'm
ready to sign.
B. Great! Just put your name on the dotted line
and we'll be set. I'll get my secretary to witness
it.
A. All·right. And then if you could just make a
copy for me to keep in my records.
B. Of course, Ms. Blake. I'll have that for you to
take home today.
Finalizing An Interview
A. Do you have any more questions, Ms. Song?
B. No, sir. I believe that you've answered all my
questions. I'm just not certain when you'll need
me to start work?
A. I was thinking that it would be best if you
started after the new year, maybe january 4th?
B. That would be fine, Mr. Finley. Will training be
provided, sir?
Finalizing A Promotion
A. Well, Ms. Li. We have been very pleased with
your hard work these two years.
B. Thank you very much, Mr. Brown. I've really
enjoyed working here as well.
A. I think you'll enjoy it even more when you take
over as assistant manager in the accounting
department.
B. I think so, too. I'm really looking forward to it.
Talking About A Finished Deal
A. Karen, we did it! Take a look at this!
B. What is it?
A. Mr. Jeffry's just signed a contract for three full-
page ads and two 30 second TV spots.
B. Great! How did you talk him into it?
35

An Unbelievable Deal
A. I can't believe it!
B. What, Mike? What's wrong?
A. Nothing's wrong! I just signed a deal with
Forester International. They are going to buy
half a million dollars' worth of equipment from
us!
B. Fantastic! Let me buy you a beer.
Finalizing On An Airplane
A. So, are we set then, Ms. Worker?
B. Yes, I'm satisfied with the contract as it stands.
A. Excellent. Then, if you sign here, please. We'll
be finished. As soon as we land, I'll contact the
architect.
B. Good. We can all get together to discuss the
plans.
Signing The Revised Bid
A. We've revised the bid. Would you look it over,
Mr. Kline?
B. Looks fine. The changes I asked for are all
here.
A. Good. If there are no other changes to be
made, let's go ahead and sign the agreement.
B. All right, can you pass me your pen?
Final Revisions
A. Did you have your lawyers look at the
agreement, Mr. Baker?
B. Yes. We decided to keep it as it is, except for
one small change on the date here. I'd like to
make it the 14th.
A. I can write that in, Mr. Baker. Any other
revisions?
B. No, that'll do it. Let me just find my pen.
A Few Last Questions
A. I just want to go over a few things, Peter. First
of all, when are you planning to start
production?
B. We'd like to begin no later than the first month
of the year.
A. I see. That shouldn't pose any problems. The
way I see it, we can do it all for under one
million. What do you think?
B. That's about what I was thinking. Let's draw up
an agreement.
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American Master
Office
Setting Up A Signing Date
A. This is the bottom line, Ms. Crofter. Is that
going to be acceptable?
B. Yes. I don't think my people will have any
problem with that.
A. When do you think we can sign the contract?
B. Give me a couple of days after we arrive. It
shouldn't take more than three days max.
Revising A Contract
A. Our legal team has taken a look at this, and
there are a couple of word changes we'd like
to make.
B. All·right, Ms. Walton. Let's see what we can
do. What's the first change?
A. Well, take a look at page 6 of the agreement.
See line 4?
B. Yes, I've got it here. What would you like to
change?
Final Calculations
A. This adds up to 62 cents per unit. How many
units are there going to be all together?
B. Six thousand, four hundred and fifty-eight. We
may add more later.
A. All·right, that works out to $4,003.96. Once we
figure in other expenses and tax, it'll probably
read about $6000.
B. That's fine. We'll start with that order and see
where it goes.
Finalizing A Bid
A. Here are the contracts, Mr. Kimoto.
B. Thank you, Linda. Let me see. This looks
all·right.
A. You might want to take a quick look at page 2,
line 15. We made one small change in the
payment schedule.
B. Hmm. I see. That's not a problem.
Working Out An Agreement
A. There are three small trouble spots, as far as I
see it, Ms. Green. One is the wording of this
last paragraph.
B. How would you like to word it, Ms. Richards?
A. Well, I'd like to take out this phrase here, and
replace it with “prior to the date of delivery.”
B. I see. That shouldn't create any problems.
What are the other trouble spots?
36
 American Master
Office
Going Over An Agreement Finalizing A Construction Deal

A. If you'll take a look here, Mr. Murphy, you'll A. This is fine, Roger. I'm very satisfied with the
see the changes I was talking about. results.

B. Hmm. Yes, I see. I don't have a problem with
that. But take a quick look at paragraph six on
page twelve.
A. All·right. I've got it.
B. I'm glad to hear it, Ms. Caruso. Then we'll
begin construction before the new year.
A. That sounds great. Just try to keep it within
budget. That's the only thing I'm worried about.

B. I was wondering If we could re-word this to B. Rest assured, Ms. Caruso. That won't be a
reflect the third company's involvement. Our problem with us.
company doesn't want to be held fully There's An Agreenment That Needs To Be
responsible. Reviewed
Clarifying A Detail
A. This is the agreement drawn up by Ms. Lee's
A. Let's go over the details one last time, Peter. office, Mr. Tang.

B. Fine. Construction will begin on the 5th of
February, and we should be finished by the
following January.
A. That's right. And the budget is set at 2.5
million. Does that include staff-training and
recruitment costs?
B. Thank you, Melissa. Have you looked at it yet?
A. I glanced at it. It looks pretty good, but see
what you think?
B. All·right. We'll talk after I've had a chance to
review it.

B. No, those will be over and above the initial

budget. You remember, we discussed that last
time. We have a $250,000 budget set aside for
that.
Reviewing A Corrected Contract

A. Here's the revised contract, Mr. Fillmore.

B. Thanks, Jane. What did Mr. Grayson's office

have to say?

A. They're satisfied with the contract now and

ready to sign.

B. Great! I'll take a look at it. If everything's okay,

we'll arrange to meet with them when we
arrive.
A Sales Agreement

A. Well-then, Mr. Emory. If you'll just sign these

two copies, we'll be all set.

B. All·right – there you go. I'll keep this copy.

A. Yes, sir. That's fine. It's been good working

with you, Mr. Emory.

B. Thank you, Jane. I appreciate your getting

everything done so quickly.

luongxuantien2003@yahoo.com 37