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Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Telephone 1: 電話応対 1

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. Make sure to maintain a strong company image by conversing courteously over the phone.
2. First of all, you should say where you belong, like “From ABC corporation, Keiko Packard speaking.”
3. Instead of questioning abruptly over the telephone, use more polite questions to engage your client, such as “How may I help you”, “What can I do for you”, and “Can I be of any assistance”.
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Hello, thank you for calling Beyond Beds, this is Clyde Bedwetter speaking. I am the senior sales advisor here at Beyond Beds Liverpool and today I will be your service provider. How may I help you?
B: Yes, my husband and I are in the market for a new bed set. We are wondering if you could make any recommendations based on the latest products you have.
A: Absolutely. May I ask if you have availed of our products before?
B: We’ve never bought a bed from your company before.
A: Is it at all possible that you have the exact specifications for the type of bed you are looking for?
B: We’re not really sure actually. Recently, I spoke with another sales person who recommended the Hurdel frame and mattress set. He was very helpful.
A: I see. Perhaps he has laid out some proposals for you. May I please have his name? If at all you can remember it.
B: Certainly. His name was Chris.
A: Ah, yes. Chris is an excellent sales representative. Please allow me to re-direct you.
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. Which phrases of Clyde do you think are polite to engage with the customer?
Answer:
2. Have you ever received a call from a customer? How did you address it?
Answer:
3. How does the language over the phone differ from face-to-face conversations?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You receive a phone call from a customer who wants to get some information about your best-selling products.

(Your tutor will pretend to be the customer.)
Expressions: – From ~ corporation, This is … speaking.
– How may I help you?

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Telephone 5: 電話応対 5

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. To make inquiries politely, you should begin with saying “I’m calling to ask about…” or “I’m calling in reference to…”
2. It would be better to provide all relevant information first-hand before proceeding with the dialogue.
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Thank you for calling Cedar Incorporated. This is Maple Beech speaking.
B: Hi there, this is Ivana Phelps of GottWood. I’m calling to ask about a same-day dispatch order we placed last Monday for 60 boards of 20-foot oak wood, which is scheduled to arrive here yesterday by 4:00 p.m.
A: I see, Ms. Phelps. So, may I take it that the oak wood hasn’t been delivered yet?
B: Yes. As of 6:00 p.m. today, the oak still hasn’t arrived. May I please have a word with your head of deliveries, or whom ever else is in charge of dispatches at your company?
A: Certainly. Please wait one moment while I redirect you.
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. Why do you think it is important to particularize at first?
Answer:
2. Have you ever needed to make an inquiry for a trading partner over the phone?
Answer:
3. What expressions do you think are necessary when speaking to a service provider?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You are a customer. Make an inquiry with a service provider over the phone.

(Your tutor will pretend to be the sales respresentative.)
Expressions: – I’m calling to ask about
– May I please have a word with

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Telephone 4: 電話応対 4

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. Make sure to list the exact details of dispatch and delivery in advance to avoid any potential misunderstandings.
2. Modal auxiliary verbs such as “could”, “would”, and “may” are useful to inquire in a professional manner.
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Hello, this is Herbie of South Teddy Contractors. How may I help you?
B: Yes, I’d like to order a catalogue with your latest products.
A: Okay, sure. Our latest catalogue features a lot of variety, and if you make a purchase today I’m sure you won’t be disappointed. A same-day dispatch order can be made until 12pm. If you choose this option your catalogue will be delivered within two working days. Would it be possible to get a your contact and shipping details?
B: Absolutely.
A: Great. First, may I please have your name and contact number?
B: My name is Michael Ball. My phone number is…
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. What details did Herbie provide?
Answer:
2. What phrase in the conversation uses the modal auxiliaries for inquiring?
Answer:
3. What kind of demand do you usually receive from your customers?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You are a sales agent. You will explain your shipping policies to a customer who wants to buy a product.

(Your tutor will pretend to be the customer.)
Expressions: – I’m sure you won’t be disappointed.
– If you choose this option your catalogue will be delivered~

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Telephone 3: 電話応対 3

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. When explaining that your colleague is not available, you should use polite expressions such as, “he is currently tied up” or “he is engaged at the moment”.
2. To question a customer with courteousness, some of the convenient phrases are “may I please…” or “would it be at all possible to…”
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Thanks for calling Piles Incorporated. How may I help you?
B: Hello, this is Soren Dekeister. Is there a chance I could speak with Mr. Lean?
A: Unfortunately, Mr. Lean is engaged at the moment. He is concluding business in another office and it shouldn’t be more than half an hour. Would it be possible for Mr. Lean to call you back once he is available?
B: Yes, that’s fine.
A: Okay. May I please ask for your contact details?
B: Yes, of course. Name is Soren Dekeister. I’m the owner of Fanny Packed Hostels.
A: Great. And could I please get the appropriate telephone number?
B: Our head office number is 08567-781188.
A: Thank you. And lastly, would you care to leave Mr. Lean a message?
B: Yes, please. kindly inform him that we need estimates for his proposal.
A: Alright. So, as a reminder, Mr. Lean is currently tied up, but he will return your call as soon as possible.
B: Great.
A: Is there anything else that I can help you with, Mr. Dekeister?
B: No, that’s all right. Thank you!
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. Which parts of the conversation show politeness?
Answer:
2. Have you ever needed to explain a colleague’s absence to a client?
Answer:
3. How do you usually leave a message for someone?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You are at work. You have a telephone call from a client. Please explain a colleague’s absence.

(Your tutor will pretend to be the client.)
Expressions: – Thanks for calling (company name). How may I help you?
– Unfortunately, Mr./Mrs/Ms…

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Trip 6: 出張 6

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. When you stop someone to ask for directions, try not to choose someone who looks like they are in a hurry.
2. It is not always easy to understand perfectly when asking for directions. To increase your chances of understanding clearly, be sure to use your map and repeat the directions back to the local person helping you.
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Excuse me. Sorry to bother you.
B: Yes?
A: Could you tell me how to get to the City Museum?
B: Well, the museum is on Grant Avenue.
A: Do you mind showing me where we are on this map?
B: Hmmm… right here.
A: How can I get to the museum from here? Is it not too far?
B: No, I don’t think it’s within a walking distance. You can take the #6 bus.
A: Thank you so much!
B: No problem. Enjoy your trip!
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. Do you often approach strangers and ask for directions when you travel?
Answer:
2. Does speaking to strangers make you feel uncomfortable?
Answer:
3. Do you think people feel annoyed when they are stopped by tourists?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: Act out a scene in which one person is asking the way, and the other person has to give directions. You will ask the way.

(Your tutor will pretend to be the other person who gives directions.)
Expressions: – Hello, excuse me ~
– Could you tell me how to get to ~

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Telephone 9: 電話応対 9

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. You can address poor reception of a telephone saying “We are experiencing poor reception at the moment…” or “At the present, the connection is bad…”
2. If you want the person you are speaking to to send the message instead via email, you can say “Would you send me your message by email, please?”
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Hello, this is Stan Kapu of Kolkata Chemical Co. How may I help you today?
B: Hi, my name’s Dustin Mavaj. I’m a journalist for the Delhi Inquirer. I was wondering if I’d be able to speak to you about your company’s research into Sjogren’s syndrome?
A: I’m terribly sorry Mr. Mavaj. We are experiencing poor reception at the moment. Could you please call back after the connection failure has been resolved.
B: I was just trying to make an inquiry concerning your research into Sjogren’s syndrome…
A: Apologies again. At the present, the connection is too bad. Would you please email me and I’ll get back to you as soon as possible?
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. Have you ever had a bad connection when talking with a business partner over the phone?
Answer:
2. How did Stan apologize for the poor reception?
Answer:
3. Have you ever had telephone problems other than a poor reception when talking in English? What kind of problem was that?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You are in a telephone call. You need to deal with a bad telephone reception while talking to your business partner.

(Your tutor will pretend to be your business partner.)
Expressions: – We are experiencing poor connection as of the moment.
– Would you send me your message by email, please?

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Trip 10: 出張 10

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. Prior to your trip, or at the beginning of your trip, it’s a good idea to familiarize yourself with the local medical system.
2. When describing your symptoms, start off by saying “I seem to～”.
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Excuse me, but I’m not feeling well and I was wondering if I could get some assistance.
B: Of course. What seems to be the problem?
A: I seem to have developed a fever. Plus I feel weak and dizzy.
B: I am happy to recommend a nearby hospital. You can go by taxi.
A: Thanks, I appreciate it.
B: Are you insured?
A: Yes, I’m insured.
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. Have you ever become ill during a business trip?
Answer:
2. If so, were you able to communicate your symptoms clearly?
Answer:
3. Did you receive adequate medical care?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You are on a business trip but you are not feeling well. Describe your symptoms and seek medical assistance from the hotel clerk.

(Your tutor will pretend to be the hotel clerk.)
Expressions: – I was wondering if I could get some assistance.
– I seem to…

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Telephone 8: 電話応対 8

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. Be clear on who referred you by using phrases such as “I was referred to you by…” They may say “I have heard a lot about you.”
2. You should express your request in detail and use polite and flattering language. Also, make sure to suggest the meeting times yourself and move your schedule to fit theirs as possible.
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Hello, Mr. Tahn. My name is Will Yahiremi. I have been referred to you by Michael Ochanberry at Watson’s Sure-lock Loans. I would like to contact you as I have heard from Mike that you could offer me a career counseling. I am very interested in restaurant business and want to schedule a meeting this Thursday the 18th to talk about your restaurant, ‘Juan Tahn’s Nin Com Soup.’
B: Hello, Will. Ah I see. Well, I’ve heard a lot about you and would lend a hand with pleasure. However, I am out of the office that day.
A: Well, how about the 19th, say 3:00 p.m.?
B: Sure. That sounds fine.
A: Great.
B: Please let a waiter know when you arrive at the restaurant and he will direct you to my office.
A: OK, thank you. I am very happy that Mike referred me to you.
B: Yeah, I’m looking forward to meeting you. See you Friday, Will.
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. What did Will say to be clear of his request?
Answer:
2. What kinds of people have you been referred to?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You are in a telephone call. You will inform the business manager that you are referred to discuss your career.

(Your tutor will pretend to be the business manager.)
Expressions: – I was referred to you by…
– I want to schedule a meeting on…

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Trip 5: 出張 5

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. Ideally, you should reconfirm your flight with the airline at least 72 hours before your scheduled departure. In most cases, flights do not need to be reconfirmed, but you can always check this point when you purchase your ticket.
2. When you are calling to reconfirm your flight, prepare to give your name, reservation number, flight information, and contact number to the airline agent.
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: XYZ Airlines, how may I help you today?
B: I’d like to reconfirm my flight.
A: Do you have your reservation number? I’ll also need your name.
B: Yes. My name is Kei Mamada. The reservation number is YS7671922.
A: Yes, we have your reservation in our system. We have you on a 10:30 flight from Tokyo to Newark, New Jersey on March 18th.
B: Yes, that sounds right.
A: May I also have your phone number so we can reach you in case of any changes?
B: Certainly. It’s 03-315-1922.
A: Thank you. Is there anything else I can do for you today?
B: No, that will be all. Thank you.
A: Thank you for choosing XYZ Airlines.
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. Do you travel frequently?
Answer:
2. Do you usually reconfirm your flights?
Answer:
3. Do you think it is necessary to reconfirm flights?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You are an airline representative. Your tutor will pretend to be a customer who needs to reconfirm his/her flight with your airline.

(Your tutor will pretend to be the customer.)
Expressions: – How may I help you today?
– Yes, we have your reservation on our system.

Business (Upper Intermediate)｜ビジネス会話（中上級）
Business Trip 3: 出張 3

PART A_1

First, we will check the points in this lesson. Please repeat after me.
PART A_2

1. Before checking out, give your hotel room one final sweep to ensure nothing has been left behind, especially on the closet and washstand area.
2. If you have plans near the hotel after checking out but do not want to bring your luggage, ask the hotel to hold it for you until you are able to pick it up.
3. If you do not understand something on the bill, be sure to ask “What is this charge for?”
PART B_1

We will read aloud the dialogue below. Once we are done, we will switch roles and read aloud the dialogue again. I will check your pronunciation and intonation.
(Please send the mispronounced words and expressions to your student.)
PART B_2

A: Will you be checking out now?
B: Yes, please.
A: I hope you enjoyed your stay with us.
B: I did, thank you.
A: Your total comes to $596.00.
B: I see. May I ask what this charge is for?
A: This is for the mini-bar.
B: And this charge here?
A: This charge is for the meals you had in the restaurant.
B: Oh, I see. Thank you.
A: How will you be paying today?
B: I’d like to pay with my credit card, please.
A: Thank you. Please sign here, and here’s your receipt.
B: Great. Thank you.
A: Thank you for staying at the Seaview Plaza Hotel. Enjoy the rest of your trip.
B: I will. Thanks!
PART B_3

Now, let’s review some words and expressions from part B_2.
(Please review the mispronounced words and expressions from part B_2.)

PART B_4

PART C_1

Now, please answer the following questions. I will check if your sentences are complete and if the grammar is correct.

PART C_2

1. Have you ever had to clarify an additional charge on a hotel bill?
Answer:
2. When you stay at a hotel, do you usually pay with credit card or cash?
Answer:
3. Do you try to avoid extra charges by bringing or buying outside your own snacks and drinks?
Answer:
PART C_3

Now, let’s review your answers.
(Please review your student’s answers by sending the correct answers in complete sentences. After that, ask your student to read aloud his or her corrected answers.)

PART C_4

PART D_1

Let’s do a role play with the given situations.

PART D_2

Situation: You are checking out of a hotel. You do not understand something in the bill.

(Your tutor will pretend to be the hotel clerk.)
Expressions: – May I ask what this charge is for?
– I’d like to pay ~
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