2.2.- Intonation.

In this unit we are studying how to be polite when dealing with our clients. For example, how to make offers to sound polite. But being polite does not just consist in using the right words and expressions, but it is also a matter of intonation. Intonation is about how we say things, rather than what we say. Without intonation, it's impossible to understand the emotions and thoughts that go with words.

There are two basic intonation patterns: Rising and Falling. With rising intonation you have to raise slightly the pitch at the end of the sentence, whereas with falling intonation you go down a bit.

We use rising intonation with:

• Yes / No questions: Will that be two different purchases?
• Polite requests ending in madam or sir: Would you spell your surname, Sir?
• Offers: May I help you?

We use falling intonation with:

• Wh- questions: When will you be arriving?
• Polite requests not ending in madam or sir: Would you spell your surname?
• Orders and invitations: Wait a minute.
• Declarative sentences: The price includes shipment fees.
• Exclamations: What a lovely office!