Be Professional! Never say this at work! ❌

1. When someone asks you a question and you don’t know the answer: “I’m not sure, but I can find out.” Or “I’ll find out for you.” Or “Let me come back to you on that.” 2. Someone asks you to do something by a specific time - deadline / give a clear cut answer: YES “ I can get it done by … p.m.” “ Sure, I can have it done by … p.m.” NO “ I don’t think I can manage it by .. p.m., but I can have it done by .. p.m.” “ Actually, I don’t think I can manage it by …, but I can definitely have it done by … ., would that be OK?” 3. Someone is angry or disappointed about something: “ I understand., let see what we can do” “ I m sorry, I understaff leta aww what we can do about this “ “ I understand that you came all this way and it’s not ready. Lets see what we can do.” 4. Keeping someone waiting: “ I’ll be with you in a moment.” “ Sorry to keep you waiting, I’ll be right there.” “ Sorry to keep you waiting, I’ll be there with you in just a minute,” 5. Somebody asks a question, but you neither hear or understand: “ I’m sorry, I missed that. Could you say it again, pls.?” “ Sorry, would you mind just repeating that?” “ Sorry, would you mind just repeating that for me? I missed it.”

Situation 1 1:02 Situation 2 4:29 Situation 3 7:19 Situation 4 9:39 Situation 5 11:20

For angry customers, I liked to use "I apologize for the inconvenience." It didn't put the blame on any one party, offered an apology for the situation without insincerity, and showed empathy to the predicament at hand. Usually it was followed up with some variation of "I understand," and then some form of next steps/timelines on when it would get done. Works like a charm!

I love the expressions and your body language while streaming lessons. It keeps me engaged.

It's not just the Language gap that non-native speakers struggle with, it's mostly the cultural gap. There are soft and strong cultures out there and what is common sense in one language/culture might not be in another.... This video is very helpful. Thanks Emma!

“I’ll be with you shortly!” Was what I was taught 30 years ago and it always appeased the impatiently waiting customers.

You can also say 'pardon' or 'pardon me' to indicate you didn't hear them and you need something repeated. This would be appropriate in a more casual office/work environment where you're comfortable with your coworkers and clients. In the social work field, some clients tend to open up more when you can match the language they use. You still have to be professional but it can be done without being too formal.

Thanks Emma! These situations happen a lot, thank you so much for professional phrases. I do have deadlines, always frustrated when I'm late and don't know what to say. I might sound unsure and rude not knowing it. My colleagues are so nice, never show negative, so I'd like to be polite to them too, but cannot always catch their phrases. Thanks to you now I can have my phrases from this video. Awesome, truly awesome, I appreciate it!

Great teacher in many ways. Smart, articulate, beautiful and kind. Whoever the man is, he's one lucky bloke!

I can't thank you enough Emma. As always, God bless you.

Thank you, Emma! Very helpful!

These are great tips that would’ve done a night/day difference in my professional life. Corporate world is dirty, people take your words and put into the meaning they want to make it work for them, specially for non-natives where sounding “rude” can be very easy. But this is the reality we live in so every way to improve is always welcome.

Thank you for this video. A fantastic British way of saying nothing, avoiding answer and delegating the responsibility.

Hello, thank you for the tips / learning I've learned on how to respond professionally to anyone especially when we are at the workplace. "Sorry, I missed it", "would you mind just repeating that? " These expressions are really helpful for us to display professionalism.

this is so great! I wish we had this training at work! I had a coworker who would constantly say "I have no idea" and it never occurred to them that they can look things up for customers or just ask somebody else to find out.

Hi Emma, I have seen many English teachers, but I love the way you talk and explain the things. Just watching you talking is so delightful. Even though I know English enough.

Wow, fantastic! Emma, your lucid explanations and enacting the situations with another person, make it so comprehensible and easy to understand. I've seen so many videos on YouTube but yours is indeed a special one I must say! Please keep the superb work on! :-)

Emma, Thank you for teaching about nice words at workplace, it's really useful and help me to improve it when I say with our colleagues or my staff. Lovely weekend & Enjoy it to start with good lessons next week

Thank you Emma these tips are very useful.

"Sorry for the hold up, sir" (with a slight smile) This surprisingly makes any customer smile back and say: "no problem" Works every single time