THE OPENING
1
Starting
introducing
● Let’s begin.
● Thank you all for being here today.
● Let’s get down to business.
● It’s 9 o’clock. We’d better get started if we want to stay on
schedule. Could you all have a seat, please?
● I’m Mary Jones, and I work in the planning office.
● First of all, I want to introduce Ann Smith. She’s the team leader
for the new project.
● Could everyone briefly introduce themselves?
● I’d like to begin by introducing our new production manager, Bob
Thomson. He’ll be presenting his plans to speed up the production
of our latest model later on.
● Our aim here is to define the new advertising policy.
● Our purpose today is only to look at all the options opened to us.
● We’re here today to decide on an action plan.
● By the end of this meeting, we need to agree on a
negotiating strategy.
Presenting goals

THE OPENING
1
Presenting the agenda
Adding to the agenda
● Let’s look at the agenda.
● Do you all have a copy of the agenda?
● First of all, I suggest we look at the agenda.
● As you can see on the agenda, we’ll be looking at all the
different aspects of the problem, and then deciding on a solution
that suits everyone.
● Is there anything else that needs discussing?
● Would any of you like to add an item to the agenda?
● Does anyone see any other points that need consideration?
● This business should take about an hour.
● Time short, so please keep your comments brief.
● The room is ours until 11:30, so let’s move on to the first point.
● Please limit your contributions to 5 minutes so that everybody
gets a chance to speak.
Setting time limits
Defining roles
● Who volunteers to take the minutes?
● Tom, will you take the minutes?

THE AGENDA
2
Presenting the first item
Moving on to the next item
● Let’s begin with the first point here.
● The first item here is the rising cost. John, would you start?
● Who’d like to give us their point of view on the first question here?
● That about covers the first item. Let’s move on to the next point.
● If no one has anything to add here, let’s move on the next item.
● We’re behind schedule, so let’s leave that point and go on to the
following one.
● We’ve covered the question of machine failures, so now we come to
the problem of suppliers’ delays.
● We’ll come to that in a minute.
● We’ve already looked at that question.
● Could we just deal with the scheduling problem for now?
● It might be better if you took that up directly with the suppliers.
Respecting the agenda

THE AGENDA
2
Diverging from the agenda
Keeping on schedule
● Could I just mention the Morrison contract?
● Incidentally, we’ve had to reschedule other deliveries, too.
● This might be a good time to bring up the problems we’ve been
having in purchasing.
● By the way, some defects went undetected in testing. Could
someone from testing and finishing fill us in on that?
● Time is getting short here.
● We’re almost out of time.
● I’m afraid we’re running out of time.
● We’re running behind schedule, so let’s skip the next item and take it
up at another time.
● We’ve covered everything except item 7.
● Now we come to the final item on the agenda today.
● This brings us to the final point on today’s agenda.
Opening the last item

THE SPEAKING ORDER
3
Suggesting compromises
Recognizing a speaker
● I’d like to hear what you all have to say before we decide.
● How about going round the table? Jane, will you start?
● Let’s go around the table so that everyone gets a turn to speak.
● Could you each let us have your opinion on this, one at a time?
● Eric, do you have a question?
● Anna, what do you want to add?
● David, the floor is yours.
● Donna has been trying to add something. Donna?
● I’ve heard there’s a problem in assembly. Eric, could you tell us about it?
● Tom, I’d like to hear what you have to say about this.
● Mr. Brown, could you give us a progress report on the committee’s work?
● Mary, you’re the expert in this field. Would you give us your opinion?
Asking someone to speak
Asking someone to answer a question
● Harry, you’re our specialist here. Would you answer that?
● I’d like to ask Ms. Jones to answer that question.
● I think Anna is more qualified than I am to answer that. Anna?
● I’m sure Larry can answer that better than me. Larry?

INTERRUPTIONS
4
Interrupting
Dealing with interruptions
● Excuse me, but you’re forgetting the financial aspects.
● If I could just add something here.
● Could I just come in here to make a point?
● I’d just like to ask if you’ve given any thought to the feasibility of all this.
● Could I just finish, please?
● I’ll answer that in a minute.
● You’ll have an opportunity to comment on this as soon as I’ve finished.
● If you could just wait until I finish, I’ll be glad to answer your questions.
● We’ll get to that point later on.
● I’m afraid that point isn’t on today’s agenda.
● Let’s just finish discussing problems in design before we start on the
financial side.
Ignoring interruptions

CERTAINTY
5
Saying that something is certain
Saying that something is likely
● I’m 100% sure of this.
● It’s obvious that the answer lies in marketing.
● I’m certain there won’t be any problem if we launch the new design now.
● There’s no doubt whatsoever in my mind that the problem lies in the
design itself.
● I’m virtually sure that this will solve the problem.
● It’s very likely that none of these problems will occur.
● I’m quite certain that the launching will go smoothly.
● The design may be flawed.
● We may have to postpone production until next year.
● This might create problems for some of our customers.
● We could lose a large part of our market share.
Saying that something is possible

Saying that something is impossible
CERTAINTY
5
Saying that something is unlikely
● We probably won’t see any results before the end of the year.
● That’s unlikely to affect the cost of the program.
● I doubt that a small delay in production will have any long-term effects.
● I don’t think our customers will mind the delay if the product is more
reliable in the end.
● It’s obvious that there won’t be any more damage.
● I’m convinced that we won’t lose any more money on this.
● I’m 100% sure that the situation won’t deteriorate any further.
● We can’t possibly finish the research program before this summer.

IMPORTANCE
6
Saying that something is most important
● The important thing here is speed.
● It’s the total cost that really matters.
● In my opinion, the results are highly significant.
● Let me stress here how essential a budget increase is to the project.
Saying that something is rather important
● I’d like to stress that there are too many defects on line 206.
● Packaging is quite important, but so is reliability.
● Their continuing growth is of considerable interest to us.
● I attach quite a lot of importance to staff enthusiasm for new projects.
Saying that something is not very important
● That’s of minor importance here.
● It doesn’t matter much one way or the other.
● The actual number of batches affected doesn’t really matter right now.
● Creating new products isn’t as important as improving our current product line.
Saying that something is negligible
● This really doesn’t matter at all.
● These categories are totally irrelevant.
● If we don’t get the contract, the delivery schedule is of no importance.
● It isn’t the color of the car that matters, but what’s under the hood.

SOFTENING THE TONE
7
Starting gently
Using modals
● Actually, we can’t solve the problem.
● In fact, the results aren’t very good.
● Frankly, we don’t agree with this.
● I’m afraid the board will refuse your request for more funds.
● That would be difficult to guarantee.
● Could you do it as soon as possible?
● The shipment might be delayed.
● They may have different suggestions.
● Could I have it by Friday?
● Is 3:30 convenient?
Using questions

SOFTENING THE TONE
7
Using negative questions
Using quite/slight/etc.
● Couldn’t you postpone the announcement?
● Hasn’t this been done already?
● Haven’t we already addressed this topic?
● Progress is quite slow.
● There were some failures.
● Things are a little slow.
● Could you do it a bit faster?
● There will be a slight delay.

OPINIONS
8
Asking for opinions
Giving opinions
● Any views on this?
● What do you think about this, Dan?
● How do you feel about this, Mary?
● Exactly where do you stand on this issue, Nancy?
● I think we should go ahead.
● I feel we could do better if we tried harder.
● I believe they can beat us if we’re not very careful.
● I think his suggestion is worth serious consideration.

OPINIONS
8
● That’s great!
● That’s pretty good.
● Not bad.
● That’s pretty bad.
● That’s not too good.
● That’s awful!
● That would be disastrous!
● That won’t work.
● That probably won’t work.
● There’s no doubt in my mind that this is the best solution.
● As I see it, this is the best solution.
● As far as I can judge, this is the best solution.
● I firmly believe that this will end the crisis.
● I believe that this could end the crisis.
● I think this might end the crisis.
● I’m convinced that this will work.
● I think that this will work.
● I think this might work.
● I’m absolutely certain that he’s right.
● In my opinion, he’s right.
● It seems to me that he’s right.
Nuancing opinions and reactions

OPINIONS
8
Stressing opinions
● The important thing here is speed.
● Could I just remind you that they are major customers?
● Let me just point out that this doesn’t solve the problem in the long run.
● I’d like to draw your attention to the advantages of this offer.
Commenting
● Yes, I see.
● That’s an interesting idea.
● That’s a good point you’ve made there.
Asking to be convinced
● So, convince me.
● I think I see what you’re getting at.
● I’m not sure you’ve convinced me.
Asking for clarification
● I’m not sure what you’re trying to say here.
● I don’t see what you’re getting at.
● Could you go into a little more detail?
● What do you mean by a “permanent” solution?

OPINIONS
8
Clarifying
● I mean that it should be cheaper.
● You have to understand that it’s too expensive to be competitive.
● What I’m saying is that we must raise more capital.
Stating preferences
● I’d rather cut work hours than cut staff.
● I prefer cutting work hours to cutting staff.
● The big advantage of XEROX over MINOCH is its brand recognition.
Accepting and rejecting
● I think you’re absolutely right.
● I can see your point.
● I think you’re wrong.
● I think you’re dead wrong.
● My opinion exactly.
● I think you’re on the right track.
● I think you’re on the wrong track.
● You’re completely mistaken.
● I agree with you completely.
● I think you’re right up to a point.
● I think there are some gaps in your theory.
● I totally disagree.
● I couldn’t agree with you more.
● You have a point here, but I think we have to develop this further.
● I’m afraid I can’t share your views on that.
● I couldn’t agree to that under any circumstances.

SUGGESTIONS
9
Asking for suggestions
Considering alternatives
● Could I have your suggestions?
● I think that Bob has something to propose. Bob?
● So, how do you recommend that we solve the problem?
● We need to discuss ways to cut spending.
● Well, we can either lay some of the workers off or eliminate
overtime.
● We need to look at this from our customers’ point of view.
● What about using black-and-white instead of color?
● On the one hand, we could reduce the number of ads we run. On
the other hand, we could reduce the size of the ads.

SUGGESTIONS
9
● I think we have to increase our advertising budget.
● Why don’t we eliminate a few of our regular TV commercials?
● Maybe we could limit overtime pay.
● We must find a way to make our ads more effective.
● We should target young consumers in particular.
● Couldn’t we spend less on office supplies?
● We propose to begin by cutting waste in the office.
● I suggest we reduce the global ad campaign budget.
● I wonder if we could reduce the size of our magazine ads.
● I strongly recommend that we begin by taking pay cuts.
● I recommend that we decrease the entertainment account.
● Perhaps we could limit expense account lunches.
Challenging
Making suggestions
● You do realize that our customers won’t buy this.
● We have to take the trade-unions into account.
● Wouldn’t it be better if we left expense accounts as they are?
● Has it occurred to you that this won’t reduce costs by very much?

● That’s absolutely right.
● I’m in favor of that.
● In my opinion, this is a bit off-track.
● That is out of the question. It’s a waste of time.
● I agree with you completely.
● I can agree to that.
● Doesn’t this proposal go a little too far?
● I’m afraid I have to disagree with you on this.
● You have my full support on this.
● I could support that with a few minor changes.
● Without substantial changes, I couldn’t accept this.
● Frankly, I see no good reason to adopt your proposal.
● I approve of that entirely.
● From my point of view, this appears to be an effective solution.
● I can foresee certain problems if we implement this.
● As it stands, this proposal is totally unacceptable.
SUGGESTIONS
9
Reacting to suggestions

CONVINCING
10
Presenting arguments
Sequencing
● There are four points I want to make here.
● Could I just mention three points in our favor?
● I would like to begin by describing our latest model.
● Let me begin by asking if all of you are familiar with our latest products.
● The first point is that we are the market leaders in the field.
● First of all, our new model presents all the features of our other models, plus
some innovations.
● Secondly, we have a network that allows instant communication with all our
offices worldwide.
● The next item is the reliability of all our products.
● In general, it takes our technicians 8 hours at most to install the equipment.
● As a rule, orders are ready to be shipped within a week.
● On the whole, this is the best product on the market.
Generalizing

CONVINCING
10
Convincing with questions
Considering alternatives
● Wouldn’t it be easier to deal directly with the suppliers?
● Shouldn’t we be talking about cutting our order instead of just delaying
delivery?
● This model is faster, but the other is cheaper.
● This model is better in spite of the cost.
● This model is better, although it is considerably more expensive.
● On the one hand, we have speed, but on the other hand, we have real
economy.
● In addition, it is very easy to install.
● Furthermore, it requires no special electric installation.
● On top of that, this machine costs only a fraction of the other models
on the market.
● Not only is it economical to run, but it’s very compact too.
Adding information

CONVINCING
10
Giving examples
Concluding
● For example, it can be installed on a desk.
● Let me give you an example.
● I’d like to tell you about one case where our equipment saved a company
a considerable amount of money.
● I’d like to end this on a happy note.
● Let me end here by saying that you won’t regret switching to us.
● In conclusion, I am pleased to welcome you to our company.
● I’d like to conclude by thanking you for your warm welcome today.

COMPROMISING
11
Suggesting compromises
Warning
● I think we can find a delivery date if we agree on a price.
● We are ready to offer you a larger discount as long as we receive
$5,000 up front.
● We are prepared to accept your terms on condition that our
lawyers draw up the contract.
● I’m prepared to accept your terms providing that we receive
stronger guarantees.
● You’re forcing us to take a hard line here.
● If you can’t lower the price, we won’t sign the contract.
● We won’t agree to your start-up date unless you provide us with the
final plans by the end of the month.
● Unless you grant us new concessions, we will be forced to find another
supplier.
● Is that acceptable?
● Is that a suitable compromise?
● Would that be a satisfactory solution?
Questioning

COMPROMISING
11
Accepting compromises
Rejecting compromises
● We have no more objections.
● I think we can agree to this.
● I think we’ve finally found an acceptable compromise.
● Let’s break out the champagne!
● This looks like the end of the road.
● I guess we’ll have to agree or to disagree for now.
● You’ve put us in a very difficult position here.
● In that case, we have no alternative but to contact our lawyers.

DISCUSSION
12
Keeping it on track
● That’s completely off-track.
● Can we go back to our topic, please?
● I think we’re getting off-topic here.
● Could you stick to the item under discussion, please?
Raising objections
● How about going around the table?
● We keep hearing from the same people. You all must have some opinion. Bob?
● Don’t all speak at the same time.
● Could we hear from those who haven’t spoken yet, please?
Quieting it down
● One at a time, please. You’ll all get a turn.
● Could you take turns speaking, please?
● Don’t raise your voices, please. Everyone has a right to be heard.
Postponing it
● We’ll get to that point in just a moment.
● I think we’d better continue this discussion next time.
● Could you hold that thought until we’ve finished discussing the preliminary
points?

CLARIFICATION
13
“I understand”
“Do you understand?”
● I see what you mean.
● I think I’m beginning to understand.
● I see what you’re getting at.
● Do you understand?
● Are you following me?
● Do you see what I’m getting at?
● Sorry, I’m not following.
● What do you mean by that?
● Could you over that last part again, please?
● Are you suggesting we might lose the contract?
“I don’t understand”

CLARIFICATION
13
Hearing
Correcting misunderstandings
● Excuse me?
● Sorry. What was that?
● Could you speak up, please?
● Could you repeat that, please?
● Would you mind rephrasing, please?
● You’re misquoting me there.
● That’s not quite what I meant.
● Let’s look at this another way.
● What does “up front” mean?
● I didn’t quite catch that.
● Could you slow down, please?
● I’m afraid I can’t follow when you speak that fast.
Dealing with language problems

CLOSING
14
Summarizing
Closing
● Let me sum up.
● In short, here are the main points we’ve agreed on.
● To sum up, we’ve made five main points.
● Briefly, I’d like to sum up the points we’ve covered.
● Before we finish, let’s go over the main items we’ve seen.
● That just about covers everything. Let’s call it a day.
● If there’s nothing more to discuss, let’s stop here.
● It looks like we’ve covered all the main points on the agenda.
● I’m afraid we’re completely out of time for today, so we’ll have
to finish here.

CLOSING
14
Scheduling the next meeting
Thanking everyone
● Next Monday, same time, same place.
● When can we meet again?
● What about Tuesday 5th at 4:00?
● I’d like to remind you that our next meeting falls on Wednesday,
April 5th at 10:30.
● I’m sorry to cut you off. Could you briefly finish? Then we’ll listen
to the ideas of the others.
● Thanks for coming. See you next Monday.
● Thank you all for your time and participation. See you all on the
5th at 4 p.m.
● I’d like to thank everyone for being here today. I hope you’ll all
be able to make it next time.

C’EST DÉJÀ FINI …

OUVERTURE
1
Début
présentation
● Commençons.
● Merci à tous d’être ici aujourd’hui.
● Passons aux choses sérieuses.
● Il est 9 heures. Nous ferions mieux de commencer si nous voulons
respecter le calendrier. Pourriez-vous tous vous asseoir, s’il vous plaît ?
● Je m’appelle Mary Jones et je travaille au bureau de planification.
● Tout d’abord, je souhaite présenter Ann Smith. Elle est la chef d’équipe
du nouveau projet.
● Est-ce que tout le monde pourrait se présenter brièvement ?
● J’aimerais commencer par présenter notre nouveau directeur de production, Bob
Thomson. Il présentera plus tard ses plans pour accélérer la
production de notre dernier modèle.
● Notre objectif ici est de définir la nouvelle politique publicitaire.
● Notre objectif aujourd’hui est uniquement d’examiner toutes les options qui s’offrent à nous.
● Nous sommes ici aujourd’hui pour décider d’un plan d’action.
● À la fin de cette réunion, nous devons nous mettre d’accord sur une
stratégie de négociation.
Présentation des objectifs

L’OUVERTURE
1
Présentation de l’ordre du jour
Ajout à l’ordre du jour
● Regardons l’ordre du jour.
● Avez-vous tous une copie de l’ordre du jour ?
● Tout d’abord, je suggère que nous regardions l’ordre du jour.
● Comme vous pouvez le voir sur l’ordre du jour, nous allons examiner tous les
différents aspects du problème, puis décider d’une solution
qui convienne à tout le monde.
● Y a-t-il autre chose à discuter ?
● L’un d’entre vous souhaite-t-il ajouter un point à l’ordre du jour ?
● Quelqu’un voit-il d’autres points à prendre en considération ?
● Cette affaire devrait prendre environ une heure.
● Le temps est compté, alors soyez bref dans vos commentaires.
● La salle est à nous jusqu’à 11h30, alors passons au premier point.
● Veuillez limiter vos contributions à 5 minutes afin que tout le monde
ait la possibilité de s’exprimer.
Fixer des limites de temps
Définir les rôles
● Qui se porte volontaire pour prendre le compte rendu ?
● Tom, voulez-vous prendre le compte rendu ?

L’ORDRE DU JOUR
2
Présentation du premier point
Passons au point suivant
● Commençons par le premier point ici.
● Le premier point ici est l’augmentation des coûts. John, voulez-vous commencer ?
● Qui aimerait nous donner son point de vue sur la première question ici ?
● Cela couvre à peu près le premier point. Passons au point suivant.
● Si personne n’a rien à ajouter ici, passons au point suivant.
● Nous sommes en retard, alors laissons ce point et passons au
suivant.
● Nous avons abordé la question des pannes de machines, nous en arrivons maintenant
au problème des retards des fournisseurs.
● Nous y reviendrons dans une minute.
● Nous avons déjà examiné cette question.
● Pourrions-nous nous contenter du problème de planning pour l’instant ?
● Il serait peut-être préférable que vous en parliez directement aux fournisseurs.
Respect de l’ordre du jour

L’ORDRE DU JOUR
2
S’écarter de l’ordre du jour
Respecter le planning
● Puis-je juste mentionner le contrat Morrison ?
● Au fait, nous avons également dû reprogrammer d’autres livraisons.
● C’est peut-être le bon moment pour évoquer les problèmes que nous
rencontrons dans le domaine des achats.
● Au fait, certains défauts n’ont pas été détectés lors des tests. Quelqu’un du service des tests et de la finition pourrait-il
nous en parler ?
● Le temps presse ici.
● Nous n’avons presque plus de temps.
● Je crains que nous n’ayons plus beaucoup de temps.
● Nous sommes en retard sur le programme, alors sautons le point suivant et abordons-le
à un autre moment.
● Nous avons tout couvert sauf le point 7.
● Nous arrivons maintenant au dernier point de l’ordre du jour d’aujourd’hui.
● Cela nous amène au dernier point de l’ordre du jour d’aujourd’hui.

Ouverture du dernier point

L’ORDRE DES INTERVENTIONS
3
Proposer des compromis
Donner la parole à un orateur
● J’aimerais entendre ce que vous avez tous à dire avant de décider.
● Que diriez-vous d’un tour de table ? Jane, voulez-vous commencer ?
● Faisons un tour de table pour que chacun puisse prendre la parole.
● Pourriez-vous nous donner votre avis sur ce sujet, chacun à la fois ?
● Eric, avez-vous une question ?
● Anna, qu’avez-vous à ajouter ?
● David, la parole est à vous.
● Donna a essayé d’ajouter quelque chose. Donna ?
● J’ai entendu dire qu’il y avait un problème dans l’assemblée. Eric, pourriez-vous nous en parler ?
● Tom, j’aimerais entendre ce que vous avez à dire à ce sujet.
● M. Brown, pourriez-vous nous faire un rapport d’étape sur les travaux du comité ?
● Mary, vous êtes l’experte dans ce domaine. Pourriez-vous nous donner votre avis ?
Demander la parole à quelqu’un
Demander à quelqu’un de répondre à une question
● Harry, vous êtes notre spécialiste ici. Pourriez-vous répondre à cette question ?
● J’aimerais demander à Mme Jones de répondre à cette question.
● Je pense qu’Anna est plus qualifiée que moi pour répondre à cette question. Anna ?
● Je suis sûr que Larry peut répondre à cette question mieux que moi. Larry ?

INTERRUPTIONS
4
Interrompre
Gérer les interruptions
● Excusez-moi, mais vous oubliez les aspects financiers.
● Si je pouvais juste ajouter quelque chose ici.
● Puis-je intervenir ici pour faire une remarque ?
● J’aimerais juste vous demander si vous avez réfléchi à la faisabilité de tout cela.
● Puis-je terminer, s’il vous plaît ?
● Je répondrai à cela dans une minute.
● Vous aurez l’occasion de commenter cela dès que j’aurai terminé.
● Si vous pouviez simplement attendre que j’aie terminé, je serai heureux de répondre à vos questions.
● Nous y reviendrons plus tard.
● Je crains que ce point ne soit pas à l’ordre du jour d’aujourd’hui.
● Terminons simplement la discussion sur les problèmes de conception avant de commencer le
côté financier.
Ignorer les interruptions
CERTAINTY
5
5
Dire que quelque chose est certain
Dire que quelque chose est probable
● J’en suis sûr à 100 %.
● Il est évident que la réponse réside dans le marketing.
● Je suis certain qu’il n’y aura aucun problème si nous lançons le nouveau design maintenant.
● Je n’ai aucun doute sur le fait que le problème réside dans le
design lui-même.
● Je suis pratiquement sûr que cela résoudra le problème.
● Il est très probable qu’aucun de ces problèmes ne se produira.
● Je suis tout à fait certain que le lancement se déroulera sans problème.
● Le design peut être défectueux.
● Nous devrons peut-être reporter la production à l’année prochaine.
● Cela pourrait créer des problèmes pour certains de nos clients.
● Nous pourrions perdre une grande partie de notre part de marché.
Dire que quelque chose est possible

Dire que quelque chose est impossible
CERTAINTÉ
5
Dire que quelque chose est improbable
● Nous ne verrons probablement aucun résultat avant la fin de l’année.
● Cela n’aura probablement aucune incidence sur le coût du programme.
● Je doute qu’un petit retard dans la production ait des effets à long terme.
● Je ne pense pas que nos clients s’en soucieront si le produit est plus
fiable au final.
● Il est évident qu’il n’y aura plus de dégâts.
● Je suis convaincu que nous ne perdrons plus d’argent à ce sujet.
● Je suis sûr à 100 % que la situation ne se détériorera pas davantage.
● Nous ne pouvons pas terminer le programme de recherche avant cet été.

IMPORTANCE
6
Dire que quelque chose est le plus important
● Ce qui est important ici, c’est la rapidité.
● C’est le coût total qui compte vraiment.
● À mon avis, les résultats sont très significatifs.
● Je tiens à souligner ici à quel point une augmentation du budget est essentielle pour le projet.
Dire que quelque chose est plutôt important
● Je voudrais souligner qu’il y a trop de défauts sur la ligne 206.
● L’emballage est assez important, mais la fiabilité l’est aussi.
● Leur croissance continue nous intéresse considérablement.
● J’attache beaucoup d’importance à l’enthousiasme du personnel pour les nouveaux projets.
Dire que quelque chose n’est pas très important
● C’est d’une importance mineure ici.
● Cela n’a pas beaucoup d’importance dans un sens ou dans l’autre.
● Le nombre réel de lots concernés n’a pas vraiment d’importance pour le moment.
● Créer de nouveaux produits n’est pas aussi important que d’améliorer notre gamme de produits actuelle.
Dire que quelque chose est négligeable
● Cela n’a vraiment aucune importance du tout.
● Ces catégories sont totalement hors de propos.
● Si nous n’obtenons pas le contrat, le calendrier de livraison n’a aucune importance.
● Ce n’est pas la couleur de la voiture qui compte, mais ce qu’il y a sous le capot.

ADOUCIR LE TON
7
Commencer doucement
Utiliser les modales
● En fait, nous ne pouvons pas résoudre le problème.
● En fait, les résultats ne sont pas très bons.
● Franchement, nous ne sommes pas d’accord avec cela.
● J’ai peur que le conseil refuse votre demande de fonds supplémentaires.
● Ce serait difficile à garantir.
● Pourriez-vous le faire dès que possible ?
● L’expédition pourrait être retardée.
● Ils peuvent avoir des suggestions différentes.
● Pourrais-je l’avoir d’ici vendredi ?
● Est-ce que 15h30 est pratique ?
Utiliser des questions

ADOUCIR LE TON
7
Utiliser des questions négatives
Utiliser assez/légèrement/etc.
● Ne pourriez-vous pas reporter l’annonce ?
● Cela n’a-t-il pas déjà été fait ?
● N’avons-nous pas déjà abordé ce sujet ?
● Les progrès sont assez lents.
● Il y a eu quelques échecs.
● Les choses sont un peu lentes.
● Pourriez-vous aller un peu plus vite ?
● Il y aura un léger retard.

OPINIONS
8
Demander des avis
Donner des avis
● Des avis sur ce sujet ?
● Qu’en pensez-vous, Dan ?
● Qu’en pensez-vous, Mary ?
● Quelle est votre position exacte sur cette question, Nancy ?
● Je pense que nous devrions aller de l’avant.
● Je pense que nous pourrions faire mieux si nous faisions plus d’efforts.
● Je pense qu’ils peuvent nous battre si nous ne sommes pas très prudents.
● Je pense que sa suggestion mérite d’être sérieusement prise en considération.

OPINIONS
8
● C’est super !
● C’est plutôt bien.
● Pas mal.
● C’est plutôt mauvais.
● Ce n’est pas terrible.
● C’est horrible !
● Ce serait désastreux !
● Ça ne marchera pas.
● Ça ne marchera probablement pas.
● Je suis convaincu que c’est la meilleure solution.
● À mon avis, c’est la meilleure solution.
● Pour autant que je puisse en juger, c’est la meilleure solution.
● Je crois fermement que cela mettra fin à la crise.
● Je crois que cela pourrait mettre fin à la crise.
● Je pense que cela pourrait mettre fin à la crise.
● Je suis convaincu que cela fonctionnera.
● Je pense que cela fonctionnera.
● Je pense que cela pourrait fonctionner.
● Je suis absolument certain qu’il a raison.
● À mon avis, il a raison.
● Il me semble qu’il a raison.
Nuancer les opinions et les réactions

OPINIONS
8
Mettre en avant les opinions
● L’important ici, c’est la rapidité.
● Puis-je vous rappeler qu’il s’agit de clients importants ?
● Permettez-moi de souligner que cela ne résout pas le problème à long terme.
● J’aimerais attirer votre attention sur les avantages de cette offre.
Commentaire
● Oui, je vois.
● C’est une idée intéressante.
● C’est un bon point que vous avez soulevé là.
Demander à être convaincu
● Alors, convainquez-moi.
● Je crois que je vois où vous voulez en venir.
● Je ne suis pas sûr que vous m’ayez convaincu.
Demander des éclaircissements
● Je ne suis pas sûr de ce que vous essayez de dire ici.
● Je ne vois pas où vous voulez en venir.
● Pourriez-vous entrer un peu plus dans les détails ?
● Qu’entendez-vous par solution « permanente » ?

OPINIONS
8
Clarification
● Je veux dire que cela devrait être moins cher.
● Vous devez comprendre que c’est trop cher pour être compétitif.
● Ce que je dis, c’est que nous devons lever plus de capitaux.
Énoncer les préférences
● Je préfère réduire les heures de travail que les effectifs.
● Je préfère réduire les heures de travail que les effectifs.
● Le gros avantage de XEROX par rapport à MINOCH est sa notoriété de marque.
Accepter et rejeter
● Je pense que vous avez tout à fait raison.
● Je peux comprendre votre point de vue.
● Je pense que vous avez tort.
● Je pense que vous avez tout à fait tort.
● C’est exactement mon avis.
● Je pense que vous êtes sur la bonne voie.
● Je pense que vous êtes sur la mauvaise voie.
● Vous vous trompez complètement.
● Je suis tout à fait d’accord avec vous.
● Je pense que vous avez raison jusqu’à un certain point.
● Je pense qu’il y a des lacunes dans votre théorie.
● Je ne suis pas du tout d’accord.
● Je ne pourrais pas être plus d’accord avec vous.
● Vous avez raison, mais je pense que nous devons développer cela davantage.
● Je crains de ne pouvoir partager votre point de vue à ce sujet.
● Je ne pourrais en aucun cas être d’accord avec cela.

SUGGESTIONS
9
Demander des suggestions
Envisager des alternatives
● Puis-je avoir vos suggestions ?
● Je pense que Bob a quelque chose à proposer. Bob ?
● Alors, comment recommandez-vous que nous résolvions le problème ?
● Nous devons discuter des moyens de réduire les dépenses.
● Eh bien, nous pouvons soit licencier certains travailleurs, soit éliminer
les heures supplémentaires.
● Nous devons examiner cela du point de vue de nos clients.
● Et si nous utilisions le noir et blanc au lieu de la couleur ?
● D’un côté, nous pourrions réduire le nombre de publicités que nous diffusons.
D’un autre côté, nous pourrions réduire la taille des publicités.

SUGGESTIONS
9
● Je pense que nous devons augmenter notre budget publicitaire.
● Pourquoi ne pas supprimer quelques-unes de nos publicités télévisées habituelles ?
● Peut-être pourrions-nous limiter les heures supplémentaires.
● Nous devons trouver un moyen de rendre nos publicités plus efficaces.
● Nous devrions cibler les jeunes consommateurs en particulier.
● Ne pourrions-nous pas dépenser moins en fournitures de bureau ?
● Nous proposons de commencer par réduire le gaspillage au bureau.
● Je suggère que nous réduisions le budget global des campagnes publicitaires.
● Je me demande si nous pourrions réduire la taille de nos publicités dans les magazines.
● Je recommande fortement que nous commencions par accepter des réductions de salaire.
● Je recommande que nous réduisions le compte de divertissement.
● Peut-être pourrions-nous limiter les déjeuners sur le compte de dépenses.

Faire des propositions
● Vous comprenez que nos clients n’accepteront pas cela.
● Nous devons tenir compte des syndicats.
● Ne serait-il pas préférable de laisser les notes de frais telles quelles ?
● Vous est-il venu à l’esprit que cela ne réduirait pas beaucoup les coûts ?

● C’est tout à fait vrai.
● Je suis favorable à cette proposition.
● À mon avis, c’est un peu à côté de la plaque.
● C’est hors de question. C’est une perte de temps.
● Je suis tout à fait d’accord avec vous.
● Je peux être d’accord avec cela.
● Cette proposition ne va-t-elle pas un peu trop loin ?
● Je crains de devoir être en désaccord avec vous sur ce point.
● Vous avez tout mon soutien sur ce point.
● Je pourrais soutenir cette proposition avec quelques modifications mineures.
● Sans modifications substantielles, je ne pourrais pas l’accepter.
● Franchement, je ne vois aucune bonne raison d’adopter votre proposition.
● Je l’approuve entièrement.
● De mon point de vue, cela semble être une solution efficace.
● Je peux prévoir certains problèmes si nous la mettons en œuvre.
● En l’état, cette proposition est totalement inacceptable.
SUGGESTIONS
9
Réagir aux suggestions

CONVAINCRE
10
Présenter les arguments
Séquençage
● Je souhaite ici faire valoir quatre points.
● Puis-je mentionner trois points en notre faveur ?
● Je voudrais commencer par décrire notre dernier modèle.
● Permettez-moi de commencer par vous demander si vous connaissez tous nos derniers produits.
● Le premier point est que nous sommes les leaders du marché dans le domaine.
● Tout d’abord, notre nouveau modèle présente toutes les caractéristiques de nos autres modèles, plus
quelques innovations.
● Deuxièmement, nous disposons d’un réseau qui permet une communication instantanée avec tous nos
bureaux dans le monde entier.
● Le point suivant est la fiabilité de tous nos produits.
● En général, nos techniciens mettent au maximum 8 heures pour installer l’équipement.
● En règle générale, les commandes sont prêtes à être expédiées dans un délai d’une semaine.
● Dans l’ensemble, c’est le meilleur produit du marché.
Généraliser

CONVAINCRE
10
Convaincre par des questions
Envisager des alternatives
● Ne serait-il pas plus simple de traiter directement avec les fournisseurs ?
● Ne devrions-nous pas plutôt parler de réduction de notre commande au lieu de simplement
retarder la livraison ?
● Ce modèle est plus rapide, mais l’autre est moins cher.
● Ce modèle est meilleur malgré le coût.
● Ce modèle est meilleur, bien qu’il soit considérablement plus cher.
● D’un côté, nous avons la rapidité, mais de l’autre, nous avons une réelle
économie.
● De plus, il est très facile à installer.
● De plus, il ne nécessite aucune installation électrique particulière.
● De plus, cette machine ne coûte qu’une fraction des autres modèles
sur le marché.
● Non seulement elle est économique à utiliser, mais elle est également très compacte.
Ajout d’informations

CONVAINCANT
10
Donner des exemples
Conclure
● Par exemple, il peut être installé sur un bureau.
● Laissez-moi vous donner un exemple.
● J’aimerais vous parler d’un cas où notre équipement a permis à une entreprise
d’économiser une somme d’argent considérable.
● J’aimerais terminer sur une note heureuse.
● Permettez-moi de terminer en disant que vous ne regretterez pas
Envoyer des commentaires
Panneaux latéraux
Historique
Enregistrées

COMPROMIS
11
Proposer des compromis
Avertissement
● Je pense que nous pouvons trouver une date de livraison si nous nous mettons d’accord sur un prix.
● Nous sommes prêts à vous offrir une remise plus importante à condition que nous recevions
5 000 $ d’avance.
● Nous sommes prêts à accepter vos conditions à condition que nos
avocats rédigent le contrat.
● Je suis prêt à accepter vos conditions à condition que nous recevions
des garanties plus solides.
● Vous nous obligez à adopter une ligne dure ici.
● Si vous ne pouvez pas baisser le prix, nous ne signerons pas le contrat.
● Nous n’accepterons pas votre date de démarrage à moins que vous ne nous fournissiez les
plans définitifs d’ici la fin du mois.
● À moins que vous ne nous accordiez de nouvelles concessions, nous serons obligés de trouver un autre
fournisseur.
● Est-ce acceptable ?
● Est-ce un compromis approprié ?
● Serait-ce une solution satisfaisante ?
Questionnement

COMPROMIS
11
Accepter les compromis
Rejeter les compromis
● Nous n’avons plus d’objections.
● Je pense que nous pouvons nous mettre d’accord sur ce point.
● Je pense que nous avons enfin trouvé un compromis acceptable.
● Sortons le champagne !
● Cela semble être la fin de la route.
● Je suppose que nous devrons être d’accord ou non pour l’instant.
● Vous nous avez mis dans une position très difficile ici.
● Dans ce cas, nous n’avons pas d’autre choix que de contacter nos avocats.

DISCUSSION
12
Rester sur la bonne voie
● C’est complètement hors sujet.
● Pouvons-nous revenir à notre sujet, s’il vous plaît ?
● Je pense que nous nous éloignons du sujet ici.
● Pourriez-vous vous en tenir au point en discussion, s’il vous plaît ?
Faire des objections
● Et si on faisait un tour de table ?
● Nous entendons toujours les mêmes personnes. Vous devez tous avoir une opinion. Bob ?
● Ne parlez pas tous en même temps.
● Pourrions-nous entendre ceux qui n’ont pas encore parlé, s’il vous plaît ?
Silence
● Un à la fois, s’il vous plaît. Vous aurez tous votre tour.
● Pourriez-vous parler à tour de rôle, s’il vous plaît ?
● N’élevez pas la voix, s’il vous plaît. Tout le monde a le droit d’être entendu.
Reporter le débat
● Nous y reviendrons dans un instant.
● Je pense que nous ferions mieux de poursuivre cette discussion la prochaine fois.
● Pourriez-vous garder cette pensée jusqu’à ce que nous ayons fini de discuter des points préliminaires ?

PRÉCISION
13
« Je comprends »
« Est-ce que vous comprenez ? »
● Je vois ce que vous voulez dire.
● Je crois que je commence à comprendre.
● Je vois où tu veux en venir.
● Tu comprends ?
● Tu me suis ?
● Tu vois où je veux en venir ?
● Désolé, je ne te suis pas.
● Que veux-tu dire par là ?
● Pourrais-tu reprendre la dernière partie, s’il te plaît ?
● Suggérez-vous que nous pourrions perdre le contrat ?
« Je ne comprends pas »

PRÉCISION
13
Audition
Correction des malentendus
● Excuse-moi ?
● Désolé. Qu’est-ce que c’était ?
● Pourrais-tu parler plus fort, s’il te plaît ?
● Pourrais-tu répéter, s’il te plaît ?
● Pourrais-tu reformuler, s’il te plaît ?
● Tu me cites mal.
● Ce n’est pas tout à fait ce que je voulais dire.
● Voyons cela d’une autre manière.
● Que signifie « d’emblée » ?
● Je n’ai pas bien compris.
● Pourriez-vous ralentir, s’il vous plaît ?
● Je crains de ne pas pouvoir vous suivre lorsque vous parlez aussi vite.
Gérer les problèmes de langue

CLÔTURE
14
Résumé
Clôture
● Permettez-moi de résumer.
● En bref, voici les principaux points sur lesquels nous nous sommes mis d’accord.
● Pour résumer, nous avons fait cinq points principaux.
● En bref, j’aimerais résumer les points que nous avons abordés.
● Avant de terminer, passons en revue les principaux éléments que nous avons vus.
● Cela couvre à peu près tout. Arrêtons-nous là.
● S’il n’y a plus rien à discuter, arrêtons-nous ici.
● Il semble que nous ayons abordé tous les principaux points de l’ordre du jour.
● Je crains que nous n’ayons plus le temps pour aujourd’hui, nous devrons donc
terminer ici.

CLÔTURE
14
Planification de la prochaine réunion
Remerciements à tous
● Lundi prochain, même heure, même endroit.
● Quand pouvons-nous nous revoir ?
● Et mardi 5 à 16h ?
● Je vous rappelle que notre prochaine réunion a lieu le mercredi
5 avril à 10h30.
● Je suis désolé de vous interrompre. Pourriez-vous terminer brièvement ? Ensuite, nous écouterons
les idées des autres.
● Merci d’être venus. À lundi prochain.
● Merci à tous pour votre temps et votre participation. À tous le
5 à 16h.
● Je tiens à remercier tout le monde d’être ici aujourd’hui. J’espère que vous
pourrez tous être présents la prochaine fois.

C’EST DÉJÀ FINI …

THE OPENING
1
Presenting the agenda
Adding to the agenda
● Let’s look at the agenda.
● Do you all have a copy of the agenda?
● First of all, I suggest we look at the agenda.
● As you can see on the agenda, we’ll be looking at all the
different aspects of the problem, and then deciding on a solution
that suits everyone.
● Is there anything else that needs discussing?
● Would any of you like to add an item to the agenda?
● Does anyone see any other points that need consideration?
● This business should take about an hour.
● Time short, so please keep your comments brief.
● The room is ours until 11:30, so let’s move on to the first point.
● Please limit your contributions to 5 minutes so that everybody
gets a chance to speak.
Setting time limits
Defining roles
● Who volunteers to take the minutes?
● Tom, will you take the minutes?

THE AGENDA
2
Presenting the first item
Moving on to the next item
● Let’s begin with the first point here.
● The first item here is the rising cost. John, would you start?
● Who’d like to give us their point of view on the first question here?
● That about covers the first item. Let’s move on to the next point.
● If no one has anything to add here, let’s move on the next item.
● We’re behind schedule, so let’s leave that point and go on to the
following one.
● We’ve covered the question of machine failures, so now we come to
the problem of suppliers’ delays.
● We’ll come to that in a minute.
● We’ve already looked at that question.
● Could we just deal with the scheduling problem for now?
● It might be better if you took that up directly with the suppliers.
Respecting the agenda

THE AGENDA
2
Diverging from the agenda
Keeping on schedule
● Could I just mention the Morrison contract?
● Incidentally, we’ve had to reschedule other deliveries, too.
● This might be a good time to bring up the problems we’ve been
having in purchasing.
● By the way, some defects went undetected in testing. Could
someone from testing and finishing fill us in on that?
● Time is getting short here.
● We’re almost out of time.
● I’m afraid we’re running out of time.
● We’re running behind schedule, so let’s skip the next item and take it
up at another time.
● We’ve covered everything except item 7.
● Now we come to the final item on the agenda today.
● This brings us to the final point on today’s agenda.
Opening the last item

THE SPEAKING ORDER
3
Suggesting compromises
Recognizing a speaker
● I’d like to hear what you all have to say before we decide.
● How about going round the table? Jane, will you start?
● Let’s go around the table so that everyone gets a turn to speak.
● Could you each let us have your opinion on this, one at a time?
● Eric, do you have a question?
● Anna, what do you want to add?
● David, the floor is yours.
● Donna has been trying to add something. Donna?
● I’ve heard there’s a problem in assembly. Eric, could you tell us about it?
● Tom, I’d like to hear what you have to say about this.
● Mr. Brown, could you give us a progress report on the committee’s work?
● Mary, you’re the expert in this field. Would you give us your opinion?
Asking someone to speak
Asking someone to answer a question
● Harry, you’re our specialist here. Would you answer that?
● I’d like to ask Ms. Jones to answer that question.
● I think Anna is more qualified than I am to answer that. Anna?
● I’m sure Larry can answer that better than me. Larry?

INTERRUPTIONS
4
Interrupting
Dealing with interruptions
● Excuse me, but you’re forgetting the financial aspects.
● If I could just add something here.
● Could I just come in here to make a point?
● I’d just like to ask if you’ve given any thought to the feasibility of all this.
● Could I just finish, please?
● I’ll answer that in a minute.
● You’ll have an opportunity to comment on this as soon as I’ve finished.
● If you could just wait until I finish, I’ll be glad to answer your questions.
● We’ll get to that point later on.
● I’m afraid that point isn’t on today’s agenda.
● Let’s just finish discussing problems in design before we start on the
financial side.
Ignoring interruptions

CERTAINTY
5
Saying that something is certain
Saying that something is likely
● I’m 100% sure of this.
● It’s obvious that the answer lies in marketing.
● I’m certain there won’t be any problem if we launch the new design now.
● There’s no doubt whatsoever in my mind that the problem lies in the
design itself.
● I’m virtually sure that this will solve the problem.
● It’s very likely that none of these problems will occur.
● I’m quite certain that the launching will go smoothly.
● The design may be flawed.
● We may have to postpone production until next year.
● This might create problems for some of our customers.
● We could lose a large part of our market share.
Saying that something is possible

Saying that something is impossible
CERTAINTY
5
Saying that something is unlikely
● We probably won’t see any results before the end of the year.
● That’s unlikely to affect the cost of the program.
● I doubt that a small delay in production will have any long-term effects.
● I don’t think our customers will mind the delay if the product is more
reliable in the end.
● It’s obvious that there won’t be any more damage.
● I’m convinced that we won’t lose any more money on this.
● I’m 100% sure that the situation won’t deteriorate any further.
● We can’t possibly finish the research program before this summer.

IMPORTANCE
6
Saying that something is most important
● The important thing here is speed.
● It’s the total cost that really matters.
● In my opinion, the results are highly significant.
● Let me stress here how essential a budget increase is to the project.
Saying that something is rather important
● I’d like to stress that there are too many defects on line 206.
● Packaging is quite important, but so is reliability.
● Their continuing growth is of considerable interest to us.
● I attach quite a lot of importance to staff enthusiasm for new projects.
Saying that something is not very important
● That’s of minor importance here.
● It doesn’t matter much one way or the other.
● The actual number of batches affected doesn’t really matter right now.
● Creating new products isn’t as important as improving our current product line.
Saying that something is negligible
● This really doesn’t matter at all.
● These categories are totally irrelevant.
● If we don’t get the contract, the delivery schedule is of no importance.
● It isn’t the color of the car that matters, but what’s under the hood.

SOFTENING THE TONE
7
Starting gently
Using modals
● Actually, we can’t solve the problem.
● In fact, the results aren’t very good.
● Frankly, we don’t agree with this.
● I’m afraid the board will refuse your request for more funds.
● That would be difficult to guarantee.
● Could you do it as soon as possible?
● The shipment might be delayed.
● They may have different suggestions.
● Could I have it by Friday?
● Is 3:30 convenient?
Using questions

SOFTENING THE TONE
7
Using negative questions
Using quite/slight/etc.
● Couldn’t you postpone the announcement?
● Hasn’t this been done already?
● Haven’t we already addressed this topic?
● Progress is quite slow.
● There were some failures.
● Things are a little slow.
● Could you do it a bit faster?
● There will be a slight delay.

OPINIONS
8
Asking for opinions
Giving opinions
● Any views on this?
● What do you think about this, Dan?
● How do you feel about this, Mary?
● Exactly where do you stand on this issue, Nancy?
● I think we should go ahead.
● I feel we could do better if we tried harder.
● I believe they can beat us if we’re not very careful.
● I think his suggestion is worth serious consideration.

OPINIONS
8
● That’s great!
● That’s pretty good.
● Not bad.
● That’s pretty bad.
● That’s not too good.
● That’s awful!
● That would be disastrous!
● That won’t work.
● That probably won’t work.
● There’s no doubt in my mind that this is the best solution.
● As I see it, this is the best solution.
● As far as I can judge, this is the best solution.
● I firmly believe that this will end the crisis.
● I believe that this could end the crisis.
● I think this might end the crisis.
● I’m convinced that this will work.
● I think that this will work.
● I think this might work.
● I’m absolutely certain that he’s right.
● In my opinion, he’s right.
● It seems to me that he’s right.
Nuancing opinions and reactions

OPINIONS
8
Stressing opinions
● The important thing here is speed.
● Could I just remind you that they are major customers?
● Let me just point out that this doesn’t solve the problem in the long run.
● I’d like to draw your attention to the advantages of this offer.
Commenting
● Yes, I see.
● That’s an interesting idea.
● That’s a good point you’ve made there.
Asking to be convinced
● So, convince me.
● I think I see what you’re getting at.
● I’m not sure you’ve convinced me.
Asking for clarification
● I’m not sure what you’re trying to say here.
● I don’t see what you’re getting at.
● Could you go into a little more detail?
● What do you mean by a “permanent” solution?

OPINIONS
8
Clarifying
● I mean that it should be cheaper.
● You have to understand that it’s too expensive to be competitive.
● What I’m saying is that we must raise more capital.
Stating preferences
● I’d rather cut work hours than cut staff.
● I prefer cutting work hours to cutting staff.
● The big advantage of XEROX over MINOCH is its brand recognition.
Accepting and rejecting
● I think you’re absolutely right.
● I can see your point.
● I think you’re wrong.
● I think you’re dead wrong.
● My opinion exactly.
● I think you’re on the right track.
● I think you’re on the wrong track.
● You’re completely mistaken.
● I agree with you completely.
● I think you’re right up to a point.
● I think there are some gaps in your theory.
● I totally disagree.
● I couldn’t agree with you more.
● You have a point here, but I think we have to develop this further.
● I’m afraid I can’t share your views on that.
● I couldn’t agree to that under any circumstances.

SUGGESTIONS
9
Asking for suggestions
Considering alternatives
● Could I have your suggestions?
● I think that Bob has something to propose. Bob?
● So, how do you recommend that we solve the problem?
● We need to discuss ways to cut spending.
● Well, we can either lay some of the workers off or eliminate
overtime.
● We need to look at this from our customers’ point of view.
● What about using black-and-white instead of color?
● On the one hand, we could reduce the number of ads we run. On
the other hand, we could reduce the size of the ads.

SUGGESTIONS
9
● I think we have to increase our advertising budget.
● Why don’t we eliminate a few of our regular TV commercials?
● Maybe we could limit overtime pay.
● We must find a way to make our ads more effective.
● We should target young consumers in particular.
● Couldn’t we spend less on office supplies?
● We propose to begin by cutting waste in the office.
● I suggest we reduce the global ad campaign budget.
● I wonder if we could reduce the size of our magazine ads.
● I strongly recommend that we begin by taking pay cuts.
● I recommend that we decrease the entertainment account.
● Perhaps we could limit expense account lunches.
Challenging
Making suggestions
● You do realize that our customers won’t buy this.
● We have to take the trade-unions into account.
● Wouldn’t it be better if we left expense accounts as they are?
● Has it occurred to you that this won’t reduce costs by very much?

● That’s absolutely right.
● I’m in favor of that.
● In my opinion, this is a bit off-track.
● That is out of the question. It’s a waste of time.
● I agree with you completely.
● I can agree to that.
● Doesn’t this proposal go a little too far?
● I’m afraid I have to disagree with you on this.
● You have my full support on this.
● I could support that with a few minor changes.
● Without substantial changes, I couldn’t accept this.
● Frankly, I see no good reason to adopt your proposal.
● I approve of that entirely.
● From my point of view, this appears to be an effective solution.
● I can foresee certain problems if we implement this.
● As it stands, this proposal is totally unacceptable.
SUGGESTIONS
9
Reacting to suggestions

CONVINCING
10
Presenting arguments
Sequencing
● There are four points I want to make here.
● Could I just mention three points in our favor?
● I would like to begin by describing our latest model.
● Let me begin by asking if all of you are familiar with our latest products.
● The first point is that we are the market leaders in the field.
● First of all, our new model presents all the features of our other models, plus
some innovations.
● Secondly, we have a network that allows instant communication with all our
offices worldwide.
● The next item is the reliability of all our products.
● In general, it takes our technicians 8 hours at most to install the equipment.
● As a rule, orders are ready to be shipped within a week.
● On the whole, this is the best product on the market.
Generalizing

CONVINCING
10
Convincing with questions
Considering alternatives
● Wouldn’t it be easier to deal directly with the suppliers?
● Shouldn’t we be talking about cutting our order instead of just delaying
delivery?
● This model is faster, but the other is cheaper.
● This model is better in spite of the cost.
● This model is better, although it is considerably more expensive.
● On the one hand, we have speed, but on the other hand, we have real
economy.
● In addition, it is very easy to install.
● Furthermore, it requires no special electric installation.
● On top of that, this machine costs only a fraction of the other models
on the market.
● Not only is it economical to run, but it’s very compact too.
Adding information

CONVINCING
10
Giving examples
Concluding
● For example, it can be installed on a desk.
● Let me give you an example.
● I’d like to tell you about one case where our equipment saved a company
a considerable amount of money.
● I’d like to end this on a happy note.
● Let me end here by saying that you won’t regret switching to us.
● In conclusion, I am pleased to welcome you to our company.
● I’d like to conclude by thanking you for your warm welcome today.

COMPROMISING
11
Suggesting compromises
Warning
● I think we can find a delivery date if we agree on a price.
● We are ready to offer you a larger discount as long as we receive
$5,000 up front.
● We are prepared to accept your terms on condition that our
lawyers draw up the contract.
● I’m prepared to accept your terms providing that we receive
stronger guarantees.
● You’re forcing us to take a hard line here.
● If you can’t lower the price, we won’t sign the contract.
● We won’t agree to your start-up date unless you provide us with the
final plans by the end of the month.
● Unless you grant us new concessions, we will be forced to find another
supplier.
● Is that acceptable?
● Is that a suitable compromise?
● Would that be a satisfactory solution?
Questioning

COMPROMISING
11
Accepting compromises
Rejecting compromises
● We have no more objections.
● I think we can agree to this.
● I think we’ve finally found an acceptable compromise.
● Let’s break out the champagne!
● This looks like the end of the road.
● I guess we’ll have to agree or to disagree for now.
● You’ve put us in a very difficult position here.
● In that case, we have no alternative but to contact our lawyers.

DISCUSSION
12
Keeping it on track
● That’s completely off-track.
● Can we go back to our topic, please?
● I think we’re getting off-topic here.
● Could you stick to the item under discussion, please?
Raising objections
● How about going around the table?
● We keep hearing from the same people. You all must have some opinion. Bob?
● Don’t all speak at the same time.
● Could we hear from those who haven’t spoken yet, please?
Quieting it down
● One at a time, please. You’ll all get a turn.
● Could you take turns speaking, please?
● Don’t raise your voices, please. Everyone has a right to be heard.
Postponing it
● We’ll get to that point in just a moment.
● I think we’d better continue this discussion next time.
● Could you hold that thought until we’ve finished discussing the preliminary
points?

CLARIFICATION
13
“I understand”
“Do you understand?”
● I see what you mean.
● I think I’m beginning to understand.
● I see what you’re getting at.
● Do you understand?
● Are you following me?
● Do you see what I’m getting at?
● Sorry, I’m not following.
● What do you mean by that?
● Could you over that last part again, please?
● Are you suggesting we might lose the contract?
“I don’t understand”

CLARIFICATION
13
Hearing
Correcting misunderstandings
● Excuse me?
● Sorry. What was that?
● Could you speak up, please?
● Could you repeat that, please?
● Would you mind rephrasing, please?
● You’re misquoting me there.
● That’s not quite what I meant.
● Let’s look at this another way.
● What does “up front” mean?
● I didn’t quite catch that.
● Could you slow down, please?
● I’m afraid I can’t follow when you speak that fast.
Dealing with language problems

CLOSING
14
Summarizing
Closing
● Let me sum up.
● In short, here are the main points we’ve agreed on.
● To sum up, we’ve made five main points.
● Briefly, I’d like to sum up the points we’ve covered.
● Before we finish, let’s go over the main items we’ve seen.
● That just about covers everything. Let’s call it a day.
● If there’s nothing more to discuss, let’s stop here.
● It looks like we’ve covered all the main points on the agenda.
● I’m afraid we’re completely out of time for today, so we’ll have
to finish here.

CLOSING
14
Scheduling the next meeting
Thanking everyone
● Next Monday, same time, same place.
● When can we meet again?
● What about Tuesday 5th at 4:00?
● I’d like to remind you that our next meeting falls on Wednesday,
April 5th at 10:30.
● I’m sorry to cut you off. Could you briefly finish? Then we’ll listen
to the ideas of the others.
● Thanks for coming. See you next Monday.
● Thank you all for your time and participation. See you all on the
5th at 4 p.m.
● I’d like to thank everyone for being here today. I hope you’ll all
be able to make it next time.

C’EST DÉJÀ FINI …
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