Advanced English 2

Unit 4 — Modal Verbs, Handling Calls
& Office Life Vocabulary

Level: Advanced | Powell, M. (2014). In Company 3.0

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01 — Introduction

What We'll Cover Today

🎯 General Objective

Understand and apply modal verbs in professional contexts, manage phone calls with confidence, and master essential office vocabulary for workplace communication.

4.1 Modal Verbs

Learn the primary modals, their purposes (predictions, offers, requests…) and how present and past/conditional forms differ.

4.2 Handling Calls

Strategies for offering help, buying time, and ending conversations gracefully in a professional setting.

4.3 Office Life Vocabulary

Key workplace terms you'll encounter in meetings, emails and calls — with real-world usage examples.

Learning Outcomes

Use modal verbs correctly in spoken and written English
Make polite requests and offer assistance professionally
Handle incoming and outgoing phone calls smoothly
Apply office vocabulary in realistic workplace scenarios

02 — 4.1 Modal Verbs

What Are Modal Verbs?

Modal verbs are a sub-group of auxiliary verbs that add layers of meaning to the main verb — expressing possibility, obligation, politeness and more.

Key Rule

Modal verbs do not combine with any auxiliary form of do.

✔ I will call you tomorrow.

✘ I will do call you tomorrow.

✘ I do will call you tomorrow.

Common Purposes

💬 Communication

Predictions, spontaneous decisions, offers, requests

📋 Commitment

Promises, refusals, threats

🎯 Politeness

Softening language, making polite questions

✦ No Conjugation Needed

Most modals do not change with the subject — which makes them much easier to use!

I should work. You should work. He should work. They should work.

03 — 4.1 Modal Verbs

Present & Past / Conditional Forms

Each present-tense modal has a corresponding past or conditional counterpart. Mastering both forms is essential for advanced English.

Present	Past / Conditional	Notes
can	could	Could works for both past and conditional
may	might	Both mean "maybe will"
shall	should	Shall is uncommon in informal American English
will	would	Contraction of will not = won't (not "willn't")
must	—	Not used for past events; use were required to instead
—	ought to	Strong suggestions/warnings; negative = ought not

📌 Remember

Could is unique — it covers past and conditional meanings depending on context.

04 — 4.1 Modal Verbs

Could — Past & Conditional

Could is one of the most versatile modals. It can express something that happened in the past or something hypothetical.

Past Usage

When I lived in Miami, my house was close to the beach — I could just walk there.

→ Ability in the past

When I was younger, I could run very fast.

→ Past ability

Conditional Usage

I could solve this math problem more quickly if I had a calculator.

→ Hypothetical / what-if scenario

If I had a visa, I could travel to China.

→ Conditional possibility

💡 How to tell the difference?

Look for time signals like when I was… or last year (past) vs. if I had… (conditional).

05 — 4.1 Modal Verbs

Must — Obligation & Deduction

Must has two very different meanings depending on context. Understanding both is key to sounding natural.

1. Obligation

Students must do their homework.

→ "They are required / obligated to"

⚠️ Past Tense Workaround

Must cannot express past events. Use were required to instead.

✔ Students were required to complete their homework.

2. Strong Deduction / Belief

Must can also mean "I am sure / it's extremely probable that…"

You worked in Brazil for eleven years. You must speak Portuguese pretty well!

→ "I'm sure you speak Portuguese" (not obligation)

You've had a long flight. You must be tired.

→ Logical deduction

I must have forgotten to run a spell check.

→ Deduction about the past

06 — 4.1 Modal Verbs

Ought To — Strong Suggestions

Ought to is used for strong suggestions, recommendations and warnings. Like must, it is not used to refer to past events.

Examples in Context

We haven't been anywhere in a long time. We ought to take a vacation!

→ Strong suggestion

You seem tired lately. You ought to get to bed earlier.

→ Recommendation

Negative Form

⚠️ Note

The negative is ought not (not "ought to not"). In informal American English, people often pronounce ought to as "outta."

Ought To vs. Should

Ought To

Carries a stronger moral or ethical weight. Often implies something you really should not ignore.

Should

A lighter recommendation or advice — less pressure attached to it.

07 — 4.1 Modal Verbs

Will — Seven Uses at a Glance

Will is the most versatile present-tense modal — it covers everything from future tense to threats.

Use	Example
Prediction	I imagine we'll arrive around 8:00 tomorrow.
Spontaneous decision	I'll order pizza for dinner.
Offer	I'll help you translate that if you want.
Request	Will you make a copy of this for me, please?
Promise	I will submit the report by noon.
Refusal	I won't engage in unethical activity.
Threat	Stop arriving late or I'll write you up.

💡 Will vs. Would for Requests

"Will you help me?" and "Would you help me?" have essentially the same meaning — but would sounds slightly more polite.

08 — 4.1 Modal Verbs

Should & Would — Advice & Conditionals

Should — Advice & Suggestion

If you're feeling sick, you should stay home.

→ Advice / recommendation

Would — Conditional Scenarios

I would have done well on the test if I had studied more.

→ Past conditional (hypothetical)

If I had vacation time, I would take a trip to Cancun.

→ Present conditional (what-if)

Quick Comparison

Should

Advice, suggestions, expectations.
"You should exercise more."

Would

Hypotheticals, polite requests, past habits.
"I would go if I could."

📌 Past Habits with Would

Would can also express repeated actions in the past:
"Every summer, we would go camping in the mountains."

09 — 4.1 Modal Verbs

Making Polite Questions

Modal verbs are especially helpful for making polite questions. The most common modals for this purpose are will, could and would.

Adding If-Clauses for Extra Politeness

These softening phrases make your requests sound even more considerate:

Softening Phrase	Full Example
got a minute	Could you give me a call if you've got a minute?
got time	If you've got time, could you stop by the office?
not too busy	If you're not too busy, would you mind translating this for me?
not too much trouble	Could you give me a ride to work tomorrow if it's not too much trouble?
possible	If it's possible, could I leave a little early today?

💡 Tip

You can also rephrase with Would it be possible…? — e.g. "Would it be possible to leave a little early today?"

✏️ Exercise 1

Modal Verbs — Fill in the Blank

Instructions

Choose the correct modal verb to complete each sentence. Type your answer and press Check.

💡 Word Bank

can could will would should must might ought to

10 — 4.2 Handling Calls

Offering Help & Buying Time

When you need to offer assistance — or when you can't help right away — these phrases keep the conversation professional and courteous.

When You Don't Have the Answer Yet

I don't have the information you're requesting. Could I call you back later?

→ Polite delay

I don't know if I can finish the report today, but I'll see what I can do.

→ Honest & proactive

The numbers you're giving me don't match up. Let me sort it out with the accounting team, and I'll call you back.

→ Taking ownership

Empathising & Acting

I'm sorry to hear that the bathrooms were dirty. I'll speak with someone in maintenance about that right now.

→ Showing care + immediate action

🎯 Key Pattern

Acknowledge the issue → Apologise if needed → Promise a next step. This three-part structure builds trust.

11 — 4.2 Handling Calls

Ending Calls Gracefully

Ending a call when the other person wants to keep talking is delicate. The trick: show consideration for them, not yourself.

📌 Model Farewell

"Carol, I know you're busy, and I don't want to keep you any longer, so I'll speak with you tomorrow. Thanks so much for making time for this phone call!"

More Farewell Phrases

Phrase	Tone
I'm sorry, but I have an appointment in five minutes. Can I catch you later?	Honest & casual (catch is informal)
I won't keep you any longer because I know you have a lot going on.	Considerate
I'll let you get on with the rest of your day then. Take care!	Warm & friendly
I've got to put the phone down now because I'm about to hit the road.	Informal but natural
Could we speak about this later today? I want to check some figures first.	Professional

⚡ Quick Tip

Always thank the person before hanging up — it leaves a positive impression.

12 — 4.3 Office Life

Office Life Vocabulary

These are the key terms you'll encounter regularly in meetings, emails and phone calls.

Term	Definition	Term	Definition
Update	Make information as new as possible	Draft	Make a preliminary copy
Delegate	Assign responsibilities	Put (someone) through	Connect via telephone
Hold	Being late (running late)	Blow	Fail at / do a terrible job
Put on hold	Pause a phone call; make caller wait	Hand in	Submit

📌 Watch Out — Similar but Different

Hold (= being late) vs. Put on hold (= pause a call). Context is everything!

13 — 4.3 Office Life

Vocabulary in Context — Examples

If you move, make sure to update your contact information with HR.

→ update

Nicole delegates all the grunt work instead of helping, so they don't see her as a team player.

→ delegate

I don't have time to stop for coffee because I'm already running late.

→ hold / late

Could you hold on a minute? I need to take this phone call.

→ hold on (wait)

Do you mind if I put you on hold while I check with my supervisor?

→ put on hold

Let's draft an email to the client and hand it in to Janine for feedback.

→ draft / hand in

Could you put me through to someone in your customer service department?

→ put through

If I blow the presentation, I won't get a bonus this year.

→ blow

✏️ Exercise 2

Office Vocabulary — Fill in the Blank

Instructions

Use a term from the vocabulary chart to complete each sentence. Type your answer and press Check.

💡 Word Bank

update delegate draft put … through hand in put … on hold blow hold / running late

✏️ Exercise 3

Handling Calls — Choose the Best Response

Instructions

Read each scenario and type the letter (A, B or C) of the most appropriate professional response.

✏️ Exercise 4

Advanced Modals — Extra Practice

Instructions

Fill in each blank with the correct modal or modal phrase. Pay attention to tense and context!

💡 Word Bank

could should must might would ought to could … have

🎯 Evaluable Activity

Integrative Activity

⏱️ Time: 25–30 minutes

This activity combines everything from Unit 4 in a realistic workplace scenario.

Scenario

You are a new employee at an international company. Your boss, Sarah, asks you to handle several tasks and interactions. Write your responses using modals and office vocabulary.

Tasks

a) Sarah asks: "Can you finish the quarterly report by Friday?" Write your response — you think you can, but you're not 100% sure. (Use an appropriate modal.)
b) A client calls asking for invoice details you don't have. Write what you would say, including how you'll get back to them.
c) Write a short email to a colleague suggesting they ought to update the project timeline before the meeting.
d) The client from (b) wants to keep talking, but you have another call. Write a polite way to end the conversation.

🎓 Deliverable

Submit your written responses as a single document. Each answer must use at least one modal verb and demonstrate appropriate office vocabulary.

14 — Common Mistakes

Errors to Avoid

❌ Modal + do

✘ I will do call you.
✔ I will call you.

❌ Must for the Past

✘ He must finished it.
✔ He was required to finish it.

❌ Willn't

✘ I willn't go.
✔ I won't go.

❌ Conjugating Modals

✘ He shoulds work.
✔ He should work.

❌ Hold vs Put on Hold

✘ "I'll hold you" (wrong meaning!).
✔ "I'll put you on hold."

❌ Ought Not To

✘ You ought not to … (wrong order).
✔ You ought not …

💡 Golden Rule

When in doubt, read your sentence aloud. If it sounds awkward, a modal is probably being misused.

15 — Resources

Bibliography & Resources

Primary Bibliography

📚 Textbook

Powell, M. (2014). In Company 3.0 — Student's Book. Thailand: Macmillan Press.

Institutional Platform

🎓 Canva Universidad Tecmilenio

Access additional materials, videos and practice activities through the university's learning platform.

Supplementary Resources

Forbes – Ending Conversations

Frost, A. (2015). 21 Ways To Leave A Never-Ending Conversation Without Being Rude. forbes.com

Grammar Reference

Use reliable online dictionaries (Oxford, Merriam-Webster) to verify modal usage in context.

Practice Apps

Apps like Grammarly can help you identify modal verb errors in your own writing.

Podcasts

Business English Pod – episodes on phone etiquette and professional communication.

16 — Summary

Unit 4 — Key Takeaways

4.1 Modal Verbs

Modals add meaning (obligation, possibility, politeness) without conjugating. Present ↔ past/conditional pairs are essential. Never combine a modal with do.

4.2 Handling Calls

Use the Acknowledge → Apologise → Act pattern. End calls by showing consideration for the other person, and always say thank you.

4.3 Office Vocabulary

Know the difference between similar terms (hold vs put on hold). Context clues help you choose the right word every time.

What You Can Now Do

Select the right modal for predictions, offers, requests, promises and more
Soften questions using if-clauses and polite modals
Handle professional phone calls — from greeting to farewell
Use office vocabulary correctly in real workplace situations

🎯 Next Step

Complete the Integrative Activity (Slide 19) to demonstrate all the skills covered in this unit.

Questions?

Thank you for your attention!

Advanced English 2 | Unit 4