Professional communication in

English.

By letter By email By telephone

Business letter Formal, official. It can serve as future

reference, legal proof (acknowledgement of receipt, proof of delivery)

It’s not immediate. It takes time to write and to get an answer.

Email. Less formal, less official. More direct, more immediate. Without disturbing

the other person.

'CC:' a courtesy (or carbon) copy 'BCC:' (blind courtesy or blind carbon copy) if

you don't want the addressees to know you're sending a copy to some other recipients.

Phone. Smile! Be courteous (please,

sorry, thank you ) Say who you are

« This is Noemie X from LaTour Blanche Winery in France »

Get through to the right person.« Could I speak to… »

Phone. Or say why you are calling to know who

your interlocutor should be « I am calling because I would like our winery to be part of the wine tours you organize in France. Who do you think I should speak to? »

Once you are with the right person, say clearly why you are calling.

Phone. Check information

« I’m sorry, did you say…? » « could you spell that for me? » « sorry I didn’t catch that » « let me just read that back to you »

When you need to say something negative… « I’m sorry, but Mr X isn’t available at the moment » « I’m afraid it won’t be possible »

Phone. To sound polite use past tense, could/would,

actually« I just wanted to let you know that… »« actually what I meant was that… »

Be an active listenerSay regularly « uh huh », « got you », « yeah ».Echo « we should receive it on Tuesday. » « Tuesday. right »Paraphrase and rephrase « so what you are saying is that… »