1. Professional introductions and networking
Goal: Introduce yourself, describe your work and open a professional conversation.
Use I work for + organization, I work in + department, and I am responsible for + noun or -ing form. Introduce your role before giving detail. Ask an open question to continue the conversation.
Useful expressions
I work for a logistics company.
I am employed by a company that organizes transport.
I work in customer service.
My department helps customers.
I am responsible for scheduling deliveries.
Arranging delivery times is part of my job.
Could you tell me about your role?
Please explain what you do at work.
It was good to meet you.
A polite way to end a first conversation.
May I follow up by email?
May I contact you later by email?
Model dialogue
Mei: Hello, I am Mei. I work in customer service at Northstar.
Mei gives her name, department and organization.
Sam: Nice to meet you. I am Sam, a project coordinator.
Sam introduces his role.
Mei: What kinds of projects do you coordinate?
Mei asks an open question.
Sam: I support training projects for local companies.
Sam gives a short, clear answer.
Adapt this template
Hello, I am [name]. I work for [organization] in [department]. I am responsible for [task]. I am interested in learning more about [topic]. Could you tell me about your work?
Language tip
Avoid: I am responsible to arrange deliveries. Say: I am responsible for arranging deliveries. Keep your first introduction short; let the listener ask for detail.
Your practical task
Give a 30-second introduction using an invented company. Ask two follow-up questions. Finish politely and request permission to follow up.
Check your understanding
What does this expression mean? I work in customer service.
I am employed by a company that organizes transport. / Arranging delivery times is part of my job. / My department helps customers.
What does this expression mean? Could you tell me about your role?
Please explain what you do at work. / I am employed by a company that organizes transport. / My department helps customers.
Choose the correct sentence.
I work for a company. / I work a company for. / I am work for a company.
Which question invites more than a yes/no answer?
Are you Sam? / Do you work here? / What kinds of projects do you support?
What does Sam coordinate?
Customer complaints / Projects / Deliveries
2. Clear professional emails
Goal: Write a concise email with a purpose, request and deadline.
Use a specific subject line, greeting, purpose, action request and closing. Could you + base verb makes a polite request. By Thursday means no later than Thursday; on Thursday names the day of an event.
Useful expressions
I am writing to confirm our meeting.
The purpose of this email is to check the meeting details.
Could you send the revised quotation?
Please send the updated price offer.
Please reply by Thursday.
Send your response no later than Thursday.
I have attached the draft.
The draft is included as a file with the email.
Please let me know if you need any changes.
Tell me if you want something revised.
Thank you for your time.
A polite closing expression.
Model dialogue
Lina: Could you review my draft before I send it?
Lina asks for a review.
Sam: Yes. What do you need the customer to do?
Sam asks about the requested action.
Lina: Confirm the delivery date by Thursday.
Lina gives an action and a deadline.
Sam: Put that request in the first paragraph.
Sam suggests making the purpose clear.
Adapt this template
Subject: Confirmation requested - delivery on 18 May Dear Alex, I am writing to confirm delivery of the training materials on 18 May. Could you confirm the date by Thursday, 14 May? I have attached the draft schedule. Thank you, Lina
Language tip
Avoid: Please reply until Thursday. Say: Please reply by Thursday. Spell out the month and include the time zone for time-sensitive requests.
Your practical task
Write an 80-word email requesting a revised quotation. Include a subject line, one clear request, an invented deadline and a closing. Check that the attachment you mention is included.
Check your understanding
What does this expression mean? Could you send the revised quotation?
Send your response no later than Thursday. / Please send the updated price offer. / The purpose of this email is to check the meeting details.
What does this expression mean? I have attached the draft.
The purpose of this email is to check the meeting details. / Please send the updated price offer. / The draft is included as a file with the email.
Which subject line is most useful?
Hello / Important things / Quotation review requested by 14 May
Please reply by Thursday means...
Reply no later than Thursday. / Only reply after Thursday. / Keep replying every day.
What action does the model email request?
Pay an invoice / Confirm a delivery date / Book a flight
3. Meetings and action points
Goal: Contribute to a meeting and confirm responsibilities.
Use I suggest + -ing or I suggest that we + base verb. Use could for a proposal and will for an agreed action. End with an owner, action and deadline.
Useful expressions
The purpose of this meeting is to review progress.
We are meeting to discuss how the work is going.
Could we start with the delivery schedule?
May we discuss the schedule first?
I suggest testing the new process first.
My proposal is to try the process before full use.
May I add one point?
I would like to contribute to the discussion.
Who will take responsibility for this?
Who will own the action?
Let us confirm the next steps.
Let us agree what happens after the meeting.
Model dialogue
Chair: We need to choose a date for the customer workshop.
The chair states the decision needed.
Mei: I suggest holding it on 20 June.
Mei proposes a date.
Sam: That works. I will check the room by Friday.
Sam accepts and takes an action.
Chair: Thank you. Sam will confirm the room by Friday.
The chair repeats the owner and deadline.
Adapt this template
Meeting notes Decision: [what was agreed] Action: [specific task] Owner: [person responsible] Due: [date and time zone] Open question: [what still needs an answer]
Language tip
Avoid: I suggest to change the date. Say: I suggest changing the date. Invite colleagues to contribute rather than assuming silence means agreement.
Your practical task
Hold a five-minute meeting to plan a training workshop. Agree two actions, owners and deadlines. Write short minutes using the template.
Check your understanding
What does this expression mean? Could we start with the delivery schedule?
May we discuss the schedule first? / We are meeting to discuss how the work is going. / My proposal is to try the process before full use.
What does this expression mean? May I add one point?
May we discuss the schedule first? / I would like to contribute to the discussion. / We are meeting to discuss how the work is going.
Which sentence is correct?
I suggest to testing it. / I suggest testing it. / I suggest test it yesterday.
Who will check the room?
Sam / The customer / Mei
Which action point is complete?
Room / Someone should do something / Sam will confirm the room by Friday.
4. Phone calls and online meetings
Goal: Open a call, repair misunderstandings and confirm details.
Use Could you + base verb for a polite request. Use let me + base verb for your next action. Read back important details and ask Is that correct?
Useful expressions
May I speak to the project coordinator?
I would like to talk to the person coordinating the project.
Could you repeat the last part?
Please say the final information again.
Your audio is breaking up.
The sound is not coming through clearly.
Let me check that I understood.
I will repeat the details to confirm.
Could you put that in the chat?
Please type the information in the meeting chat.
I will send a summary after the call.
I will email the key information later.
Model dialogue
Lina: The delivery is now on 16 July at ten in the morning, Singapore time.
Lina gives a revised date and time.
Sam: Your audio is breaking up. Could you put the date in the chat?
Sam requests written clarification.
Lina: Certainly. I have typed the full details.
Lina supplies the details in writing.
Sam: 16 July, 10:00, Singapore time. Is that correct?
Sam reads back the information.
Adapt this template
Hello, this is [name] from [organization]. Is this a good time for a short call? I am calling about [topic]. Let me confirm [date/time/action]. I will send a summary after the call.
Language tip
Do not pretend to understand an unclear number. Ask for it again and confirm the time zone. In a real online meeting, follow your organization’s recording and privacy rules.
Your practical task
Role-play a call with one deliberately unclear date. Ask for repetition, request a written version, and read back the confirmed information.
Check your understanding
What does this expression mean? Could you repeat the last part?
I would like to talk to the person coordinating the project. / The sound is not coming through clearly. / Please say the final information again.
What does this expression mean? Let me check that I understood.
I will repeat the details to confirm. / I would like to talk to the person coordinating the project. / Please say the final information again.
The audio is unclear. What should you say?
I understood everything. / Speak as fast as possible. / Could you repeat that or put it in the chat?
Which time zone is used in the dialogue?
London time / Singapore time / No time zone
What does read-back do?
Checks the details by repeating them / Ends the call immediately / Changes the appointment
5. Short presentations and business updates
Goal: Give a structured update and explain a simple comparison.
Organize an update as purpose, key point, evidence and next step. Use increased from X to Y to describe a change, and higher/lower than to compare. State what the figures measure.
Useful expressions
Today I will give a brief update on the project.
I will explain the current project position.
There are three points to cover.
The presentation has three main topics.
The main finding is that response times improved.
The most important result is faster responses.
Requests increased from 20 to 30.
The count changed from twenty to thirty.
This figure refers to completed orders.
This number counts orders that are finished.
I recommend a small pilot next month.
My proposed next action is a limited trial.
Model dialogue
Presenter: This month we completed 30 orders, compared with 20 last month.
The presenter compares completed-order counts.
Listener: Does that include cancelled orders?
The listener checks the definition.
Presenter: No. These are completed orders only.
The presenter clarifies what is measured.
Listener: Thank you. What is the next step?
The listener asks for the proposed action.
Adapt this template
Purpose: This update explains [topic]. Key point: [one important message]. Evidence: [clearly labelled figure or example]. Next step: I recommend [action] by [date]. Question: What would you like me to clarify?
Language tip
The increase from 20 to 30 is 10 orders, or 50% relative to 20. Distinguish the amount of change from the final total. Keep the language simple and the units clear.
Your practical task
Give a one-minute update using invented figures: 20 completed orders last month and 30 this month. Explain what the numbers count, then recommend one next step.
Check your understanding
What does this expression mean? There are three points to cover.
The most important result is faster responses. / The presentation has three main topics. / I will explain the current project position.
What does this expression mean? Requests increased from 20 to 30.
I will explain the current project position. / The presentation has three main topics. / The count changed from twenty to thirty.
Orders changed from 20 to 30. The increase is...
30 orders / 10 orders / 20 orders
What does the dialogue count?
Cancelled orders only / Every inquiry / Completed orders only
What should come after evidence in a short update?
A clear next step / An unrelated story / No explanation
6. Customer service and handling complaints
Goal: Acknowledge a concern, clarify facts and propose a next step.
Use I understand that... to acknowledge a concern. Ask factual questions before offering a solution. Use I can... for an action you can take and I will check... when you need authorization.
Useful expressions
Thank you for bringing this to our attention.
Thank you for telling us about the issue.
I understand that the delay has caused difficulty.
I recognize the problem created by the delay.
Could you confirm the order number?
Please check and tell me which order is involved.
Let me check the available options.
I need to review possible solutions.
I will update you by 15:00 today.
I will provide more information no later than that time.
Would that solution work for you?
Is the proposed solution acceptable?
Model dialogue
Customer: The materials arrived two days late.
The customer describes a delay.
Agent: I understand that this caused difficulty. Could you confirm the order number?
The agent acknowledges the concern and asks for details.
Customer: It is order 204.
The customer identifies the order.
Agent: Thank you. I will check the delivery record and update you by 15:00 today.
The agent promises an update, not an unapproved remedy.
Adapt this template
Dear [customer], Thank you for contacting us about [issue]. I understand [impact]. I will check [specific facts] and update you by [time and time zone]. Could you confirm [needed detail]? Kind regards, [name]
Language tip
Avoid blaming the customer or promising an unauthorized refund. An update deadline is different from a guaranteed resolution deadline.
Your practical task
Respond to an invented delivery complaint. Acknowledge the concern, ask one useful question and promise only a follow-up action you can reasonably control.
Check your understanding
What does this expression mean? I understand that the delay has caused difficulty.
I recognize the problem created by the delay. / Thank you for telling us about the issue. / Please check and tell me which order is involved.
What does this expression mean? Let me check the available options.
I recognize the problem created by the delay. / I need to review possible solutions. / Thank you for telling us about the issue.
Which response is most constructive?
That is your problem. / We always make mistakes. / I understand your concern. Let me check the order details.
What does the agent promise?
An update by 15:00 / A refund immediately / Free deliveries forever
Which detail identifies the delivery?
The agent’s age / Order number 204 / The customer’s favorite color
7. Projects, deadlines and progress reports
Goal: Describe status, flag a delay and agree a realistic next action.
Use have completed for finished work relevant now; are working on for current activity; and will for a next action. Say at risk when a deadline may be missed, and delayed when it has already moved.
Useful expressions
We have completed the first draft.
The first version is finished.
We are waiting for customer feedback.
The next step depends on the customer’s response.
The deadline is at risk.
We may not finish by the agreed date.
The delivery has been delayed.
The delivery is later than planned.
Could we agree a revised deadline?
May we set a new completion date?
I will send an update tomorrow.
I will provide current information the next day.
Model dialogue
Coordinator: We have completed the slides, but we are waiting for the customer’s figures.
Some work is done, but required information is missing.
Manager: Does that affect Friday’s deadline?
The manager checks the impact.
Coordinator: Yes. The deadline is at risk. I will request the figures today.
The coordinator identifies a risk and an action.
Manager: Please update me tomorrow before we change the date.
The manager requests an update before making a decision.
Adapt this template
Status: [completed / in progress / blocked]. Completed: [specific result]. Waiting for: [dependency]. Impact: [effect on timing or scope]. Next action and owner: [who will do what by when].
Language tip
Avoid: We wait the figures. Say: We are waiting for the figures. Flag problems early and distinguish a risk from a confirmed delay.
Your practical task
Write a five-line project update. Explain one completed task, one missing input, the effect on the deadline and the action you will take.
Check your understanding
What does this expression mean? We are waiting for customer feedback.
The first version is finished. / We may not finish by the agreed date. / The next step depends on the customer’s response.
What does this expression mean? The delivery has been delayed.
The delivery is later than planned. / The first version is finished. / The next step depends on the customer’s response.
The deadline is at risk means...
It was cancelled permanently. / It may be missed. / The work is already approved.
What is the team waiting for?
A new office / A printer / Customer figures
Which sentence describes current work?
We are reviewing the draft. / We review yesterday. / We reviewed tomorrow.
8. Quotations and simple negotiation
Goal: Clarify price, scope and delivery terms before agreeing.
Use Does the price include...? to clarify scope. Use If you can..., we could... to explore a conditional option. Restate the agreed terms in writing; do not treat an exploratory discussion as final approval.
Useful expressions
Could you send an itemized quotation?
Please send a price offer showing separate items.
Does the price include delivery?
Is transport included in that amount?
What is the expected delivery date?
When do you expect the goods or service to arrive?
Could we discuss the payment schedule?
May we review when payments are due?
If we order more, could you review the price?
Would a larger quantity allow a different price?
Let us confirm the agreed terms in writing.
Let us record the agreement clearly.
Model dialogue
Buyer: Your quotation is 500 dollars. Does that include delivery?
The buyer checks what the price covers.
Supplier: No. Delivery is another 40 dollars.
The supplier states an additional charge.
Buyer: So the total is 540 dollars before any applicable tax. Is that correct?
The buyer confirms the stated subtotal.
Supplier: Yes. I will send the itemized quotation.
The supplier agrees to provide written detail.
Adapt this template
Thank you for the quotation. Before we proceed, please confirm: currency; item descriptions and quantities; included services; delivery charges and timing; applicable taxes; payment schedule; and quotation validity. We will review the written terms before confirming.
Language tip
A quotation is a price offer; an invoice requests payment for a transaction. This module teaches communication, not contract or financial advice. Ask your responsible purchasing team to review actual terms.
Your practical task
Role-play a buyer and supplier. Clarify an invented 500-dollar price plus 40-dollar delivery charge. Confirm currency, tax treatment and delivery date. Write a summary without promising a purchase.
Check your understanding
What does this expression mean? Does the price include delivery?
When do you expect the goods or service to arrive? / Is transport included in that amount? / Please send a price offer showing separate items.
What does this expression mean? Could we discuss the payment schedule?
Please send a price offer showing separate items. / Is transport included in that amount? / May we review when payments are due?
500 plus a 40 delivery charge totals...
540 before any applicable tax / 500 including everything / 460
Which question checks scope?
Where were you born? / Does the price include delivery? / Do you like your job?
What should happen before confirming a purchase?
Ignore written terms / Assume taxes are zero / Review the written quotation and required approvals
9. International teamwork and respectful feedback
Goal: Communicate across time zones and give specific, respectful feedback.
Ask about individual preferences instead of assuming them from nationality. Use I noticed + observation, the impact is..., and could we...? to give actionable feedback. Confirm dates and time zones in writing.
Useful expressions
Which time zone should we use?
What location’s clock will define the time?
How would you prefer to receive feedback?
What feedback format works best for you?
I noticed that two figures are missing.
I observed a specific gap in the document.
Could we review them together?
May we work through the figures as a team?
Let us check that everyone has understood.
Let us confirm shared understanding.
What would make this easier for your team?
What practical change would help your colleagues?
Model dialogue
Sam: I noticed that the report does not include the delivery dates.
Sam identifies a specific issue.
Mei: Thank you. Which section needs them?
Mei asks for a clear location.
Sam: The timeline on page two. Could we review it together?
Sam specifies where and offers collaboration.
Mei: Yes. Please send two possible meeting times with the time zone.
Mei requests clear scheduling options.
Adapt this template
I noticed [specific observation]. The effect is [practical impact]. Could we [suggested next step]? How would you prefer to handle it? Please confirm [date, time and time zone] if a meeting would help.
Language tip
Avoid stereotypes about countries or cultures. People in the same organization may have different preferences. Simple language, clear turn-taking and specific examples help international teams.
Your practical task
Rewrite “Your report is bad” as specific, useful feedback. Offer two meeting options using a named time zone and ask the colleague which works.
Check your understanding
What does this expression mean? How would you prefer to receive feedback?
What feedback format works best for you? / What location’s clock will define the time? / I observed a specific gap in the document.
What does this expression mean? Could we review them together?
What feedback format works best for you? / May we work through the figures as a team? / What location’s clock will define the time?
Which feedback is most useful?
Everything is wrong. / People from your country always do this. / The timeline on page two is missing delivery dates. Could we review it?
What does Mei ask Sam to send?
Two meeting options with a time zone / A private bank statement / Only the word tomorrow
What is the best way to learn a colleague’s preference?
Assume based on nationality / Ask respectfully / Treat silence as approval
10. Interviews, achievements and career conversations
Goal: Describe experience with evidence and ask useful career questions.
Use a short example: situation, task, action and result. Use past simple for completed actions. Say what you personally did and distinguish your contribution from the team’s work.
Useful expressions
I coordinated a team of four.
I organized the work of four team members.
My main contribution was improving the schedule.
The schedule improvement was my particular part.
For example, I introduced a weekly review.
I am giving a specific action as evidence.
As a result, we reduced missed deadlines.
Fewer deadlines were missed after the change.
Could you describe the priorities for this role?
What matters most in this position?
What would success look like in the first three months?
How would good early performance be judged?
Model dialogue
Interviewer: Tell me about a time you improved a process.
The interviewer requests an example.
Candidate: Our team missed two deadlines. I introduced a weekly planning review.
The candidate describes a problem and action.
Interviewer: What happened after that?
The interviewer asks for the outcome.
Candidate: We met the next four deadlines. I tracked the schedule and shared updates.
The candidate gives a specific result and contribution.
Adapt this template
Situation: [brief context]. Task: [your responsibility]. Action: I [specific action]. Result: [supported outcome]. Reflection: Next time, I would [learning point].
Language tip
Avoid inventing achievements or unsupported numbers in a real interview. In practice exercises, label invented examples as fictional. Use evidence you can explain.
Your practical task
Prepare a 60-second answer about an actual or clearly fictional process improvement. Identify your contribution, one supported result and one lesson. Practice two questions for the interviewer.
Check your understanding
What does this expression mean? My main contribution was improving the schedule.
I organized the work of four team members. / I am giving a specific action as evidence. / The schedule improvement was my particular part.
What does this expression mean? As a result, we reduced missed deadlines.
Fewer deadlines were missed after the change. / I organized the work of four team members. / The schedule improvement was my particular part.
Which sequence gives a clear example?
Result, unrelated story, goodbye / Situation, task, action, result / Job title only
What change did the candidate introduce?
A weekly planning review / A new delivery charge / An extra holiday
Which statement is strongest when it is true?
I am perfect. / I did everything alone. / I coordinated the schedule, and the team met the next four deadlines.
Final review
You meet a new partner. Which introduction is clearest?
I am busy. / Hello, I am Lina. I coordinate customer training at BrightWorks. / You know what I do.
You forgot an attachment. What should you write?
You should find it yourself. / I already told you. / The attachment was missing from my previous email. Please find it attached here.
A colleague has not spoken. Which invitation is respectful?
Why are you silent? / Mei, would you like to add anything? / We will assume you agree.
You need to end a call professionally. Choose the best closing.
Before we finish, I will send the revised schedule today. Thank you for your time. / Bye, whatever. / We discussed things.
Which sentence labels a figure most clearly?
The number is 30. / Thirty completed orders were recorded in May. / It went up somehow.
You need approval for a refund. What should you say?
Your refund is guaranteed. / I cannot talk to you. / I will check the refund options with the relevant team and update you.
A dependency is missing. What should a useful update include?
Nothing until the deadline passes / Only a complaint / The missing input, its impact and the next action
Which phrase explores an option without claiming agreement?
We accept every term. / If we adjust the quantity, could we review the delivery cost? / You must do it for free.
A deadline is unclear across countries. What should you do?
Guess the local time. / Wait until it passes. / Confirm the full date, time and named time zone.
You do not have an exact improvement percentage. What should you do?
Invent a large percentage. / Describe the supported outcome without an invented number. / Avoid describing any experience.
Workplace project
Coordinate a fictional customer workshop. Write a proposal email, hold a planning meeting, explain a delivery risk, give a progress update and send a follow-up message. Review task completion, clarity, tone, accuracy and confirmed details on a 0–4 scale per dimension. Revise after teacher or partner feedback.
Answer key
Module 1: My department helps customers.; Please explain what you do at work.; I work for a company.; What kinds of projects do you support?; Projects
Module 2: Please send the updated price offer.; The draft is included as a file with the email.; Quotation review requested by 14 May; Reply no later than Thursday.; Confirm a delivery date
Module 3: May we discuss the schedule first?; I would like to contribute to the discussion.; I suggest testing it.; Sam; Sam will confirm the room by Friday.
Module 4: Please say the final information again.; I will repeat the details to confirm.; Could you repeat that or put it in the chat?; Singapore time; Checks the details by repeating them
Module 5: The presentation has three main topics.; The count changed from twenty to thirty.; 10 orders; Completed orders only; A clear next step
Module 6: I recognize the problem created by the delay.; I need to review possible solutions.; I understand your concern. Let me check the order details.; An update by 15:00; Order number 204
Module 7: The next step depends on the customer’s response.; The delivery is later than planned.; It may be missed.; Customer figures; We are reviewing the draft.
Module 8: Is transport included in that amount?; May we review when payments are due?; 540 before any applicable tax; Does the price include delivery?; Review the written quotation and required approvals
Module 9: What feedback format works best for you?; May we work through the figures as a team?; The timeline on page two is missing delivery dates. Could we review it?; Two meeting options with a time zone; Ask respectfully
Module 10: The schedule improvement was my particular part.; Fewer deadlines were missed after the change.; Situation, task, action, result; A weekly planning review; I coordinated the schedule, and the team met the next four deadlines.
Final review: Hello, I am Lina. I coordinate customer training at BrightWorks.; The attachment was missing from my previous email. Please find it attached here.; Mei, would you like to add anything?; Before we finish, I will send the revised schedule today. Thank you for your time.; Thirty completed orders were recorded in May.; I will check the refund options with the relevant team and update you.; The missing input, its impact and the next action; If we adjust the quantity, could we review the delivery cost?; Confirm the full date, time and named time zone.; Describe the supported outcome without an invented number.
© 2026 WCE. Original worksheet activities: CC BY 4.0. No official proficiency rating or academic credit.