Fiche de révision : Communication professionnelle en anglais

📋 Plan du Cours

1. Conversations téléphoniques
2. Demandes polies
3. Suggestions professionnelles
4. Colère et apaisement
5. Rédiger un email professionnel
6. Formules d’email professionnel

📖 1. Conversations téléphoniques

★ À maîtriser

• The caller can use these expressions :

  • I’d like to speak to someone
  • I’m calling about
  • I’m calling on behalf of
  • I’ll hold
  • Could you ask him to call me back?
  • Nevermind, I’ll call back later

• The switchboard operator can use these expressions :

  • Could you hold on the line?
  • I’ll put you through to ...
  • The line is engaged
  • The line is busy
  • I’m sorry to keep you waiting
  • Would like to call back later
  • Would like leave a message

Compléments

• To deal with a poor connection, a caller can say “I can’t hear very well” or “Could you speak up please?”, and the operator can say “You might get him on his mobile.”

💡 Astuce mémo

The caller asks; the switchboard operator connects.

📖 2. Demandes polies

📝 Points essentiels

• Polite requests use these patterns :
  • Could you ... please?
  • Could you possibly ...?
  • Would you mind ...?
  • I wonder if you could ...
  • I would be grateful if you could ...
  • Is it all right if I ...?

💡 Astuce mémo

Could you → Would you mind → I wonder if → I would be grateful if

📖 3. Suggestions professionnelles

📝 Points essentiels

• Suggestions can be introduced with these expressions :
  • It might be a good thing to ...
  • Why not ...?
  • Why don’t you ...?
  • What about ...?
  • How about ...?
  • What if we ...?
  • What would you say to ...?
  • I suggest ...
  • I would suggest ...
  • I would recommend that ...

📖 4. Colère et apaisement

📝 Points essentiels

• Common expressions of anger include : I’m fed up with waiting for you!, I’m sick of hearing that noise!, I’ve had enough of all this!, Enough is enough!, That really gets on my nerves., That drives me mad.

• To calm an angry person, speakers can say :

  • Calm down
  • Cool down
  • Keep it down
  • Take it easy
  • Chill out
  • Just relax
  • I know it must be difficult
  • I understand how you feel

💡 Astuce mémo

Anger rises → calming language brings the conversation back under control.

📖 5. Rédiger un email professionnel

📝 Points essentiels

• Professional emails should use a clear subject line, remain short and polite, be replaced by a phone call when a two-way discussion is needed, and be checked for mistakes before sending.

• An email is usually composed of four parts :

  • email address
  • subject box
  • body of the email
  • attachments

📌 A formal email greeting uses the recipient’s title and surname, such as “Dear Mrs Smith” or “Dear Mr Pryce”; if the name is unknown, use “Dear Sir/Madam” or “To whom it may concern”; a casual email can use a first name or nickname, such as “Hi Kelly”.

• 🔄 The body of a professional email should be organized as follows :
  1. Open with a greeting.
  2. Thank the recipient when appropriate.
  3. State the purpose clearly and early.

💡 Astuce mémo

Subject → short message → call if needed → check before sending

📖 6. Formules d’email professionnel

★ À maîtriser

• Opening lines can inform or direct the recipient, reply to an email, apologize, or establish a friendly tone.

• Body phrases can make a request, ask a direct question, or deliver unpleasant news.

Compléments

• Useful subject-line phrases include :

  • Meeting request regarding...
  • Meeting follow-up needed
  • Request for an informal meeting
  • One quick request
  • Important information enclosed...
  • Inquiry regarding...
  • Follow-up needed regarding...

• Closing phrases can set expectations, thank the recipient in advance, request cooperation, or end politely with expressions such as “Best”, “Regards” and “With kind regards”.

💡 Astuce mémo

Opening → body → unpleasant news → closing

📊 Tableaux de synthèse

Types de communication téléphonique