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Learning Objectives
By the end of this lesson, you will be able to:
- Communicate clearly and professionally with clients or partners via email and phone.
Exercise 1
Situation
Direction: Read the situation for today's lesson
Alex updates a client on the project timeline and answers questions while scheduling a partner call. He writes clear, polite emails and uses professional phrases like “I’m following up on…” and “Could you clarify…?” Sarah proofreads his drafts, and Mr. Miller checks key points to ensure accuracy, keeping communication concise and professional.
Exercise 2
Vocabulary
Direction: Listen and repeat after your tutor
Correspondence
noun
/ˌkɔːrəˈspɑːndəns/
Meaning:
Communication by letters or emails.
- Alex keeps all client correspondence organized for easy reference.
Touch base
idiom
/tʌʧ beɪs/
Meaning:
To make contact or briefly communicate with someone.
- Alex called the partner to touch base about the upcoming meeting.
Follow up
phrasal verb
/ˈfɑːloʊ ʌp/
Meaning:
To continue communication or action after an initial contact.
- Alex followed up with the client after sending the proposal.
Keep someone in the loop
phrase
/kiːp ˈsʌmwʌn ɪn ðə luːp/
Meaning:
To make sure someone is informed about developments.
- Alex keeps Mr. Miller in the loop on all client communications.
Exercise 3
Office Conversation
Direction: Read the conversation aloud with your teacher.
Situation:
Anna introduces herself to a new colleague at work.
Hi Sarah, I need to send an update to the client. Can you check it?
Alex
Sure, let me see. Have you included all deadlines?
Sarah
Yes, and I followed up on their last questions.
Alex
Can you confirm the timeline for the project?
Client
I replied, giving exact dates and keeping them in the loop.
Alex
Looks professional. Did you touch base with the partner yet?
Sarah
Yes, I called them this morning. Everything is on track.
Alex
Great, thanks for keeping me informed.
Mr. Miller
Check Understanding
Direction: Answer the questions about the conversation.
1. What does Alex do to keep Mr. Miller informed?
2. What does 'follow up' mean in this context?
3. How did Alex touch base with the partner?
Exercise 4
Study Guide
Direction: Read the study manual aloud.
Professional communication with clients or partners is essential for trust and efficiency. When emailing, be clear, concise, and polite. Use phrases like “I’m following up on…” or “Could you clarify…” to maintain professionalism. For phone calls, speak clearly and confirm key details. Always summarize action items at the end of the call. Keep your manager or team in the loop about important developments.
Following up after initial communication ensures no detail is overlooked, and the client feels valued. Organizing correspondence allows quick reference for future questions. Touching base regularly keeps the relationship active and prevents miscommunication.
By balancing clarity, professionalism, and friendliness, you ensure effective and positive client interactions while maintaining smooth collaboration within your team.
Exercise 5
Choose the Correct Answer
Direction: Direction: Select the correct answer from the options A, B, or C.
1. Alex called the partner ___ check the project status.
A. to
B. for
C. in
2. He sent ___ email to confirm the timeline.
A. a
B. an
C. the
3. Sarah ___ help Alex review the draft.
A. can
B. could
C. is
4. Yesterday, Alex ___ followed up on the client questions.
A. has
B. had
C. have
5. Alex keeps Mr. Miller ___ the loop about updates.
A. in
B. on
C. at
6. He spoke ___ clearly during the call.
A. very
B. much
C. little
7. Alex included ___ deadlines in the email.
A. a
B. an
C. the
8. “Touch base” means ___ someone briefly.
A. contacting
B. ignoring
C. sending
Exercise 6
Discussion
Direction: Discuss these questions to practice speaking and share experiences.
1. How do you start an email to a client professionally?
2. When should you follow up after sending an email?
3. How do you confirm key details during a call?
4. Where do you keep records of client communication?
5. What phrases help keep someone in the loop?
6. How do you handle a client question you cannot answer immediately?
7. How often should you touch base with partners?
8. What tone is appropriate for professional client emails?
