Includes index.

Chapter 1: Using the Telephone -- Telephone etiquette for business and social uses; the telephone directory.

Chapter 2: Greeting People and Responding -- "Formulas" for greeting and replying to greetings in formal and informal situations

Chapter 3: Making and Responding to Introductions -- Third-party introductions; self-introductions; creating "small talk"

Chapter 4: Saying Goodbye -- "Pleasantries" to stop conversations; time-related expressions for ending conversations; wishes to keep in touch; "sticky" situations and getting out of them

Chapter 5: Asking for Information -- Information and yes/no questions; courtesy when obtaining information; responding to information received

Chapter 6: Giving Directions and Instructions -- "Formulas" for giving locations and directions; using maps; using connectors when giving instructions and directions

Chapter 7: Thanking People and Responding to Thanks -- Giving thanks for information, directions, invitations, gifts, help or favors, compliments

Chapter 8: Making, Accepting, and Declining Invitations -- Verbal and written invitations; hesitation strategies

Chapter 9: Making Requests -- "Sticky" situations requiring tact and courtesy; responding positively and negatively to requests

Chapter 10: Apologizing and Responding -- Offering excuses for the action; offering to compensate; promising to improve; accepting and rejecting apologies

Chapter 11: Making Excuses -- Excuses for refusing someone something, for mistakes or accidents, for getting out of "sticky" situations

Chapter 12: Complimenting and Responding -- Compliments on physical or personal appearance, on skills or talents, on work accomplished, on possessions; flattery; honesty in complimenting; congratulating

Chapter 13: Complaining -- Complaining directly and indirectly; placing blame; handling complaints; requesting action

Chapter 14: Expressing Opinions, Agreeing, and Disagreeing -- Being strong and direct; being polite and less direct; modifying opinions; getting people to agree; asking for opinions

Chapter 15: Requesting and Offering Assistance -- Emergency and nonemergency situations; nonverbal and verbal cues

Chapter 16: Attracting Attention and Warning -- Nonverbal and verbal cues; making commands; offering advice; using authority

Chapter 17: Expressing and Receiving Sympathy -- Types of sympathy; responding politely; bereavement; social etiquette and customs surrounding bereavement

Chapter 18: Hiding Feelings -- Avoiding hurt feelings; telling "white lies"; nonverbal and verbal cues that reveal true feelings

Index of Vocabulary Terms and Idioms

"Say It Naturally: Verbal Strategies for Authentic Communication is based on a functional/notional approach to language learning. It deals with communicative strategies that are designed to help the newcomer adapt to American social situations, in which a certain amount of verbal knowhow, tact, and polite phrasing is often required and expected. Certain fundamental notions (like thanking and complaining) - that many native speakers take for granted because they are almost intuitive - may cause great difficulty to a person trying to understand a new language and a new culture. For example, how can one tactfully decline an invitation or offer criticism? How does one express sympathy and respond when sympathy is offered? Say It Naturally deals with these communicative strategies and others that are a basic part of every American's daily life: greeting and introducing people, making excuses, agreeing and disagreeing, complimenting an acknowledging compliments, and other more sophisticated and delicate verbal skills and strategies.
Say It Naturally is intended for nonnative speakers of English at the intermediate to advanced levels. The text covers concerns that are universal to people - regardless of nationality, language or culture. The text is designed to be used as part of a conversation class, since it focuses on ways to express various notions verbally, but it could be used in other parts of an intensive English program. Because the material is action-oriented (with dialogs, role plays, and community-involvement activities), the motivational level is high. Even sluggish or reluctant students can be drawn into the conversations and role plays. And because the exercises are structured from very controlled to free, the instructor can use the material with students of varying verbal proficiencies." (Préface, p. v)