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Verbal Skills - III 455 UNIT 9 VERBAL SKILLS - III Learning Objective After studying this unit, you will be able to: z Focus on improving oral communication in the social environment. Greetings Greeting is what you say at the very first moment that you see someone or speak on the telephone. Whether at school, with friends or in business, greeting people is an everyday occurrence and is an important skill to master. Tips to Greeting 1. Greetings vary from situation to situation. It is important to use the right level of formality for each situation. 2. Greetings should always be polite and affectionate. 3. “How do you do” is a greeting not a question. For “How do you do”, proper response is: “How do you do” or “Pleased to meet you”. 4. Pay attention to names when you meet people and use first names only when given permission. 5. Address people with the title that signifies their status: “Use a dignitary’s title even if that person is retired or no longer holds that position: Professor, Mayor, Colonel, etc. Types of Greeting Greetings can be classified based on occasion as: (a) at the time of meeting and (b) at the time of parting. By the tone of the expression, they can be classified as formal and informal. CU IDOL SELF LEARNING MATERIAL (SLM)

456 English Language and Lab A formal greeting is a clear, properly constructed sentence and uses the full words (e.g., Hello). Its short forms like ‘Hi’ and ‘Hey’ are informal. Informal greetings can be classified into general and casual. Greetings at the Time of Meeting Formal greetings Hello Good morning Informal greetings Good afternoon (casual) Good evening Informal greetings Hai, Hey, Yo! (General) How’s it going? How are things (with you)? What’s happening? (What’s happenin’?) What is new? What’s up? (Sometimes expressed as “‘Sup?”) G’day! (Short for Good day) Howdy! (Often used in the southern regions of the United States) Greetings at the Time of Parting Good night, Bye, Good-bye0 See you soon, See you tomorrow. Have a nice day. It was nice to meet you. I must go by now. I look forward to our next meeting. I look forward to seeing you again. In addition to the above initial short greetings, affectionate phrases are used in greetings. Greeting Responses Nice to meet you. It is nice to meet you. Pleased to meet you. It is a pleasure to meet you. Pleased to meet you. How do you do? Good to see you. It’s going well. Nice to see you. I’m doing well. How do you do? How are you today? CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 457 Fine, Good, Not bad, Alright, Nothing or Not much. It ‘s been a while. Long time no see. When was the last time we saw each other? Greetings are also used when corresponding through letters and emails and before beginning a speech in a meeting. Letter Greetings Dear Krishna, Hello or Hello Suresh, (when recruiter’s name is known). Avoid phrases such as Good Day, Good Morning or Afternoon (you don’t know when they’ll receive the letter or email message) and informal ones such as Hi, Hi There, Hey and Hey There. Meeting Greetings Good morning, everyone. I hope you are doing well this morning. Dr. Feelwell (addressing a group of colleagues at a seminar): “Good evening, ladies and gentlemen. Tonight, I would like to present the results of my study on ‘Healthy Fast Food Options.’ Exercise - 1: Greet Right Rewrite the table given ensuring good match between greeting and occasion. S. No. Occasion Greeting 1 Asking help What’ sup! How are you? 2 Meeting an acquaintance Good night. 3 Meeting first time Hey Ben! Come here. 4 Calling a friend Good to meet you again. 5 Greeting at the end of the day How is it going? 6 Meeting second time Hello. My name is Michael. What is your name? 7 Meeting a close friend Hello. I'm looking for the subway station. 8 Inquiry type greeting Hello. How are you? CU IDOL SELF LEARNING MATERIAL (SLM)

458 English Language and Lab Exercise - 2: Response to Greetings Rewrite the table ensuring proper match between greeting and response. S. No. Greeting Response 1 How are you? Same to you. 2 How do you do? Nice to meet you, too. 3 Pleased to meet you. I hope so, too 4 It was nice meeting you. How do you do? 5 Have a good weekend. Fine, thanks. And you? 6 How are things? See you. 7 What’s up? Very well. And you? 8 How have you been? Nothing new. Everything is good. 9 I hope to see you again. I really enjoyed meeting you too. 10 See you next month. Not bad, thanks. Exercise - 3: Role-play of Greetings Form students into dyads and give the sheet containing the following questions. First, ask them to choose the right option and write justification for their choice. Then ask them to practice the conversation with their partner. Finally, the students present their dialogues to the class and feedback is given. 1. If someone asks you “How are you?”, you can answer: (a) Bad (b) Not bad (c) I can complain 2. If someone asks “How are things?”, you can reply: (a) Thanks! And you? (b) Very fine thanks. And you? (c) Fine thanks. And you? CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 459 3. If someone says “Good morning!”, you can reply: (a) Good morning! (b) Hi! (c) Hey! 4. If someone says “Nice to meet you”, you can reply: (a) Yes! It’s nice. (b) I’d like to introduce myself. (c) Pleased to meet you too. 5. When you introduce a person (Jen) to another person (Sue), you can say: (a) Jen, this is Sue. (b) Jen, can you meet Sue. (c) Jen, will you meet Sue. 6. To give more information about the person, you can say: (a) She’s a friend of me. (b) She’s a friend of mine. (c) She’s my friend. 7. If someone says “How do you do?”, you can reply: (a) Hi! (b) How are you? (c) How do you do? 8. What do you say to someone at 1 p.m.? (a) Good morning (b) Good afternoon (c) Good evening CU IDOL SELF LEARNING MATERIAL (SLM)

460 English Language and Lab 9. When you arrive at a restaurant for dinner, you can say “Good evening”. When you leave the restaurant, you can say __________ when there is no chance of meeting again. (a) Good evening (b) Good night (c) See you! 10. When you say good bye to a friend, you can say: (a) See you later (b) Catch you later (c) Both of these Exercise - 4: Practice Sessions Form students into dyads. Ask them to practice the following lines. The names and other things can be changed, but not the greetings. Session - 1: Meeting of Friends A: Hi, Ashok B: Hey, Harsha, Good to see you. (hug) A: You too. How’ve you been? B: Busy. You? A: Pretty good. How’s your new job? B: It’s okay. There’s a lot to learn. What’s new with you? A: Not much. Same job, same routine. B: Okay, see you again. A: Bye. Session - 2: Introduction of Classmates S: Hello. I’m Sireesha. B: Hi, Sireesha. I’m Bharat (hold out hand to shake). S: Nice to meet you Bharat. Where are you from? B: Kolkata, West Bengal. And you? CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 461 S: I’m from Kerala. I live in a small town near Cochin. B: Kerala! Wow. I’ve always wanted to go there. How long have you been here? S: I just arrived this week. It’s my first day of college. (Instruction: Continue the conversation and end it appropriately.) Exercise - 5: Quiz Answer the following by choosing appropriate option. 1. If you’ve invited people to your home, you should greet them as they are __________. (a) Eating (b) Arriving (c) Leaving 2. Greetings in business are usually formal, but greetings among family and friends are much more __________. (a) Impolite (b) Polite (c) Casual 3. Which greeting is best for a formal business meeting? (a) Hi there (b) How’s it goin'? (c) Nice to meet you 4. If you meet someone at night, you can greet them by saying __________. (a) Good night (b) Good evening (c) Good sleep CU IDOL SELF LEARNING MATERIAL (SLM)

462 English Language and Lab 5. Which is a greeting that friends might use when meeting for coffee? (a) Nice to meet you (b) Good to see you (c) Want a coffee? 6. Which would only be said if you haven’t met the person for a long time? (a) Hi Lilly. What’s up? (b) Hey Ram. How are things? (c) Hi Annie. Long time no see. 7. Businesspeople often greet one another with __________. (a) A hug (b) A high five (c) A handshake 8. What are you doing if you say, “I’d like you to meet our accountant Hema”? (a) Introducing Hema (b) Meeting Hema (c) Greeting Hema 9. Which can you say after being introduced to someone for the first time? (a) Nice to meet you (b) Nice to greet you (c) Nice to see you 10. “Hi, I’m Roberto. But you can call me Bob.” This is an example of __________. (a) Calling himself (b) Greeting himself (c) Introducing himself CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 463 Complimenting Compliment means “an expression of praise, commendation or admiration”; complimenting means, “to praise or express admiration for someone.” (a) Compliment by use of word compliments We say ‘Compliments’ to chef in a hotel, when food is good. We write ‘with best compliments of’ in invitations to publicise the good wishes of family and relatives. (b) Complimenting by use of appreciating words You can pay someone a compliment by various words of appreciation. For example: On appearance: ‘You look good today.’ On looks of a house: ‘What a beautiful house you have.’ On a meal: ‘The meal was delicious.’ Compliment Response Returning Compliment I would like to compliment Thank you. It’s nice of you to say You inspired me. you on ……. so. It’s nice to hear that from someone I think your (hair) is very Thank you but really isn’t like you. nice. anything special. It’s nice to hear that from someone Thank you. Yours is even nicer. like you. I just love your (dress). No further reply. I’m glad you like it. The (chicken) is very delicious. Thank you -do- Thank you -do- I really like your (skirt). Thank you -do- This (cheese) is super. Thank you -do- That’s not a bad (bike) you’ve got. That’s neat. That’s nice. That’s not bad. Terrific. Pretty good. Exercise - 6: Complimenting at Workplace Form students into dyads comprising students of same gender. Label them as A and B. CU IDOL SELF LEARNING MATERIAL (SLM)

464 English Language and Lab Situation - 1: Manager likes the work of Ranga, an employee. Manager says Your performance during this year is outstanding. Good attendance, good Ranga responds punctuality … excellent cooperation with team members --- you are simply superb. Situation - 2: Employee (B) expresses gratitude to his mentor supervisor (A). B says I got promotion. I owe my success to you. You have mentored me during the last two A responds years and my association with you is great.. I can never forget it in my lifetime. You are marvellous as a guide, friend and philosopher. There is no one like you in our organisation. Situation - 3: Manager (A) appreciates another Manager (B). A says Your timely help has saved lot of our time. The information you gave me was so B responds orderly that I have used it directly in my report. I appreciate you and your team. Situation - 4: Manager appreciates to key customer. Manager says I must say that rarely a firm finds an accommodating customer like you. I was shocked to know that there was an inordinate delay in our delivery. Your Customer magnanimity in understanding our problems, I can never forget. responds Step - 1: Ask them to compare their responses and find out who has difficulty in responding. Step - 2: Form students into dyads comprising students of different genders. Label them as A and B, and ask them to repeat the exercise. Step - 3: Ask students to examine whether gender influences are significant. Discuss. Exercise - 7: Complimenting Informally Form into dyads. Work with your partner to practice mini role plays in thanking people. You may use the expressions given above or create your own. Perform in front of the class. CU IDOL SELF LEARNING MATERIAL (SLM)

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466 English Language and Lab Exercise - 8: Congratulating on Success Read the passage carefully. Pay attention to the expressions used to congratulate people (in this case, Asha). Pay attention also to the responses. After reading the passage, answer the questions given at the end. Asha Gets Promotion After a long struggle and hard work, Asha is finally appointed as the director of a national company where she works. Many of her friends who work at the same company congratulate her. Sara: Asha, congratulations. You deserved it. Asha: Thank you very much. This is because you always help me. Smitha: I am very happy for you, Asha. Now, that you are the director of the company, I believe the company will develop even faster. Asha: (replies with a happy tone) Thank you. I cannot forget your collaboration with me, and I will still need your help. Other friends shake his hands and congratulate her too. David: That’s wonderful, Asha. Asha: Oh, thanks. Santi: Good for you. Good luck. Asha: Thank you very much. Sekhar: Well done. Asha: Thank you for saying so. Sudhakar: That was great. You must be very proud of your achievement. Asha: Thanks. I’m glad you think so. But I still have to learn a lot. Her staff also congratulate her. Anitha: Please accept my warmest congratulations, Madam. CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 467 Asha: It’s very kind of you to say so. Thank you. Badarinath: I must congratulate you on your success. Asha: Thank you very much for saying so. They all celebrate Asha’s success by having lunch together in a simple food stall next to their office. Everybody is happy. Discussion Questions 1. Who congratulated Asha and why? 2. What expressions do they use to congratulate Asha? 3. How does Asha respond to their congratulating expressions? 4. Can there be a better way of congratulating in the above context? Inviting Inviting a person refers to requesting the presence or participation of an individual in a kindly, courteous or complimentary way. Invitations can be oral and written. The written forms are letters and e-mails. Invitations can be formal or informal depending upon the purpose. Exercise - 9: Inviting for Birthday Read the dialogue and choose the right response. 1. Hey there, how are you? Good to see you! (a) Hi, you, too. How is it going? (b) Thanks, you too. I am great and you. (c) Good to see you, too. I’m fine, how are you? 2. Good, thanks. Listen, I am having a birthday party next Friday. Do you want to come? (a) Yes, thank you. What time? (b) Yes, why not. (c) Sure, I’d love to! CU IDOL SELF LEARNING MATERIAL (SLM)

468 English Language and Lab 3. Great! The party starts around 9 p.m. at my place. (a) Okay, I’ll be there. What do you want for your birthday? (b) Okay, I could probably only make it at 10. (c) All right. What do you want as a present? 4. Oh no presents, please. Just bring something to drink, that would be great. (a) Okay, no problem. I can come with my boyfriend, can’t I? (b) Sure, I’ll do that. Can I bring my boyfriend, too? (c) Right. Can my boyfriend come? 5. Of course! So, I’ll see you two on Friday! (a) All right. See you. (b) Yes, thanks for the invitation! (c) Yeah. Can’t wait! 6. I’m glad you can come! See you soon. (a) Take care. (b) Bye! (c) See you. Exercise - 10: Invitation Email Here is a sample invitation email, written in a formal context (Exhibit 9.1). Read it and draft an informal invitation for your daughter’s engagement function. Assume other details. To Exhibit 9.1: Sample Formal Invitation Email From Greetings [email protected] [email protected] Text Dear Sir, First, please accept our greetings from our institution. You are aware, for the last nine years, our institution has been organising National level case study competition. This year the competition will be held on 25th February 2020. CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 469 We are inviting around 250 colleges to make the competition more interesting. It gives us great pleasure to invite your college to take part in the competition. We have kept the team size as three. Kindly go through the details in the brochure enclosed. Close and Eagerly looking forward to your participation. signature Thanks and regards Amit Khurana Khurana Institute of Management Making Requests Request is an act of asking politely or formally for something. Requests are made on different occasions. 1. When you want to do something: You can make use of verbs – “Can”, “Could”, “Do” and “Would”. Can I use your computer, please? Could I borrow some money from you, please? Do you mind if I turn up the heating?” Would you mind if I turned up the heating?” Could is more polite that can. Do you mind if… is followed by the verb in the present tense, Would you mind if… is followed by the verb in the past tense. Don’t use please. It’s already polite enough! “Would you mind if I...?”, “Could I possibly...?”, “Could you possibly...?” and “Do you think you could...?” are used to sound more polite. “Do you mind...?” and “Would you mind...?”mean “Is it a problem for you, if I do this?”. 2. When offering to do something for another person: You can make an offer using a phrase like “Can I…?”, “Shall I…?” and “Would you like me to…?” Can I help you? Shall I open the window for you? Shall, can and will are followed by the verb without to. Shall is particularly British English and is more formal than can. Would you like me to answer the phone? Would you like another coffee? Would you like… is followed either by a noun, or by an object pronoun and the verb with to. I’ll do the photocopying, if you like.” CU IDOL SELF LEARNING MATERIAL (SLM)

470 English Language and Lab Responding to Offers Response to an offer can be a Yes or No. Here, let us show how polite the response should be. Offer Acceptance Refusal Yes please. No thanks. Can I help you? Yes please. That would be very kind of you. It’s OK, I can do it. Shall I open the window for Yes please, that would be lovely. No thanks. will you? Yes please, I’d love one. No, thank you. If you wouldn’t mind. Would you like another If you could. No thanks, I coffee? Thank you. That would be great. answer. Would you like me to answer Don’t worry, I’ll do it. the phone? I’ll do the photocopying, if you like. Asking Others to Do Things – Making Requests Request Acceptance Refusal Yes, sure. Well, I’m afraid + reason. Can you...? Yes, of course. Well, the problem is … Certainly. Sorry, but... Could you...? Is it all right if you...? No, not at all. No thanks. Do you think you could...? Of course not. No, thank you. Will you...? Would you...? Do you mind -ing...? Would you mind -ing...? Letter of Request A letter of request is a letter in which one individual asks another individual or a group of people to do something. In the professional world, people may need to request for more information, donations, payments and many other things. Request letters should be brief, polite and to the point. CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 471 Exercise - 11: Making Requests Quiz Choose the right option given under each statement. 1. You’re in an English class and you would like to borrow another student’s pen. You say: _______ you lend me your pen, please? (a) Do you mind (b) Can (c) Would you mind 2. Your colleague is going out to get lunch and you'd like him/her to get something for you. You start your request: Could you _______ me a favour? (a) Do (b) Give (c) Make 3. You could also ask your colleague: Would you mind _______ me a sandwich when you’re out? (a) Get (b) To get (c) Getting 4. You are a parent with two children. They want to go out, but you want them to do their homework first. You say: I’d _______ you to do your homework first. (a) Like (b) Need (c) Want 5. Your colleague asks to open the window, saying: Do you mind if I _______ the window? (a) Open (b) Opening (c) Would open CU IDOL SELF LEARNING MATERIAL (SLM)

472 English Language and Lab 6. Another student in your class asks to share your textbook, saying “Can I share your textbook?” You agree and say: _______. (a) No way! (b) Not at all! (c) No problem! 7. A customer buys a lot from you and wants a bigger discount. You want to keep the customer happy, but you need your boss to agree. You say: I’ll ______ what I can do. (a) Ask (b) Know (c) See 8. Your colleague wants you to help with an urgent problem, but you can’t. You say: I’m ______, I can’t help you there. (a) Worried (b) Afraid (c) Sure 9. You are the boss and someone who works for you asks for an extra day’s holiday. You accept the request, but ask the person to work Saturday instead. You say: That’s no problem, _____ you work on Saturday. (a) And (b) Provided (c) But 10. Your boss asks you to work overtime (extra hours) but you can’t. You say: Ah, that ______ be a bit difficult. (a) Might (b) Can (c) Should CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 473 Example - 12: Requests Choose the most appropriate answer for expressing the idea specified in parentheses. 1. __________ I speak to Mr. Pillai, please. (Formal polite request) (a) Can (b) Would (c) May (d) Would you mind if 2. __________ you open the window, please. It’s hot in here. (Polite request) (a) Could (b) Couldn’t (c) Won’t (d) Wouldn’t 3. __________ buying two loaves of bread on your way home? (Polite request) (a) Could you (b) Will you (c) Would you (d) Would you mind 4. Would you mind if I __________ your dictionary for an hour or so? (Polite request) (a) Borrowed (b) Will borrow (c) Would borrow (d) Borrow 5. Would you mind if I__________ come to your party? (Asking for permission). (a) Didn’t (b) Won’t (c) Wouldn’t CU IDOL SELF LEARNING MATERIAL (SLM)

474 English Language and Lab 6. Mrs. Rajini __________ lend me two hundred dollars till next week, please? (Polite request) (a) Can’t you (b) Could you (c) Do you mind (d) Would you mind 7. Would you mind __________ here? I have a headache. (Polite request) (a) Not to smoke (b) Not smoke (c) No smoking (D) Not smoking 8. Sujana __________ help me with this grammar exercise, please? (Informal request) (a) Can you (b) Can’t you (c) Won’t you (d) Do you mind 9. Could I use your cell phone, please? Sorry, you __________. (Permission not given) (a) Can’t (b) Couldn’t (c) Mustn’t (d) Won’t 10. Could I stay here for a while? Yes, you __________. (Permission given) (a) Could (b) Can CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 475 (c) Will (d) Must Answers Exercise - 1 S. No. Occasion Greeting 1 Asking help Hello. I’m looking for the subway station. 2 Meeting an acquaintance Hello. How are you? 3 Meeting first time Hello. My name is Michael. What is your name? 4 Calling a friend Hey Ben! Come here. 5 Greeting at the end of the day Good night. 6 Meeting second time Good to meet you again. 7 Meeting a close friend What’ sup! How are you? 8 Inquiry type greeting How is it going? Exercise - 2 S. No. Greeting Response 1 How are you? Fine, thanks. And you? 2 How do you do? How do you do? 3 Pleased to meet you. I really enjoyed meeting you too. 4 It was nice meeting you. Nice to meet you, too. 5 Have a good weekend. Same to you. 6 How are things? Not bad, thanks. 7 What’s up? Nothing new. Everything is good. 8 How have you been? Very well. And you? 9 I hope to see you again. I hope so, too. 10 See you next month. See you. Exercise - 3 1. B. (‘Not bad’ is a good reply if you don’t want to give lots of details.) 2. C. (Fine, thanks. And you. Don’t use “very” with “fine”.) 3. A. (“Good morning” is quite formal. Reply with the same level of formality.) 4. C. (You can say “Nice to meet you” or “Pleased to meet you”.) CU IDOL SELF LEARNING MATERIAL (SLM)

476 English Language and Lab 5. A. (Can and will refer to future.) 6. B. (Other sentences are ungrammatical.) 7. C. (“How do you do?” is quite formal and the standard reply is “How do you do?”.) 8. B. (The afternoon is the period after lunch until about 6 p.m.) 9. B. (Say “Good Night” if you won’t see the person again during that day/evening.) 10. C. Both expressions mean that you will see the person again in the future. Exercise - 5 Arriving 6 Hi, Annie. Long time no see. Casual 7 A handshake 1 Nice to meet you 8 Introducing Hema 2 Good evening 9 Nice to meet you 3 Good to see you 10 Introducing himself 4 5 Exercise - 9 123456 (c) (c) (a) (b) (b) (b) Exercise - 11 1 (b) For simple requests (and for people you know well), you can ask “Can” followed by the subject “you” and infinitive of the verb without “to”. 2 (a) ‘do me a favour’ = do something for me. (You can ask “Can you do me a favour?” and “Could you do me a favour?”.) 3 (c) “would you mind” is followed by the gerund (“-ing” form). 4 (a) You can say “I’d like you to...” followed by the verb to people that you are responsible for (e.g., a parent to children, or boss to workers.) 5 (a) “Do you mind if I…” is followed by the present simple tense. 6 (c) You can say “No problem!” to agree to a request. “Not at all” can mean “You’re welcome” when someone says “Thank you” and “No way!” is a strong refusal. 7 (c) “I’ll see what I can do” is a way to agree with a request – provided someone else in authority (i.e., your boss) also agrees. 8 (b) “I'm afraid I can’t” is a polite way to refuse a request. (You can also say “I’m sorry I can’t”. Saying “there” at the end of the refusal means “with this problem” and is another way to “soften” the refusal. CU IDOL SELF LEARNING MATERIAL (SLM)

Verbal Skills - III 477 9 (b) To accept a request with a condition, you can say “provided” or “as long as” followed by the subject “you” and the present simple tense. 10 (a) To refuse a request you can say “that might be (a bit/a little) difficult” rather than saying “No”. Exercise - 12 1 2 3 4 5 6 7 8 9 10 (c) (a) (d) (a) (a) (b) (d) (a) (a) (b) CU IDOL SELF LEARNING MATERIAL (SLM)

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