Saying 'no' : It's very kind of you, but ..., I'm very sorry but ...., Sorry, I can't. It's just that ...., I'd love that, but ...., Ending a conversation: I'm sorry but I really must be going., Please excuse me, I really have to leave., Sorry, could we talk about this another time. It's just that ..., Raising a problem: Hi .... Could I have a quick word with you?, Hi .... I need to have a chat with you about something., Hi .... Have you got a minute?, The thing is ...., ...... (name)! I was just about to call you. There's something I'd like to discuss with you., Dealing with someone who is upset: I know how you feel., I totally understand., That must be (have been) really difficult for you., You did the right thing., Disagreeing: I see where you're coming from, but ..., That's true, but...., I can see you feel strongly about this, but can you see the other side...?...,

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