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Speaker 1: (TO AUDIENCE) You know when you need to explain something but there’s a lot of information?

One way to work out what you need to say is to use the five Ws. 'Who', 'what', 'where', 'when' and 'why'.

(TO OTHER PEOPLE) OK Rob. Who are you going to talk to?

Speaker 2: Well, I’d like to talk to somebody in charge of refunds.

Speaker 1: What are you going to talk about?

Speaker 2: This jumper that was a present from my auntie.

Speaker 1: Where did she buy it?

Speaker 2: The Bristol branch of this shop.

Speaker 1: When?

Speaker 2: Two weeks ago.

Speaker 1: Why?

Speaker 2: Why? I have no idea, why would anyone buy this jumper?

Speaker 1: No, when I said 'why', I meant why are you bringing it in?

(TO AUDIENCE) OK, let’s put it all together.

Speaker 2: (TO OTHER PEOPLE) I would like to talk to someone in customer service about a refund for this jumper please.

My auntie bought it from your Bristol branch two weeks ago and I would like to return the item without a receipt if possible.

Speaker 1: (TO AUDIENCE) Great, now Rob’s got those five Ws in his head, I’m sure everything will go smoothly.

Speaker 3: (TO OTHER PEOPLE) Hi, how can I help you?

(SPEAKER 3 IS WEARING THE SAME JUMPER)

Speaker 1: 'Charity Football Tournament, Wentworth Playing Fields, 12.00pm start.' Is there anything else we need?

Speaker 2: I think we should say what the charity is.

Speaker 1: Oh yeah.

Speaker 2: We should also say what the closing dates for the teams is.

Speaker 1: I think we said the 31st of January.

Speaker 2: (TO AUDIENCE) We have our five Ws.

'Who', 'what', 'when', 'where' and 'why'. But now we’re adding more detail.

(TO OTHER PEOPLE) We should say how the day is gonna be run.

Speaker 1: OK, it’s a knockout tournament. Eight teams and three rounds.

Speaker 2: (TO AUDIENCE) You can read back the basic facts you've already got and think what questions you would have about them.

Speaker 1: (TO OTHER PEOPLE) £25 per team.

Speaker 2: And I think it’s good for people to know what that money covers.

Speaker 1: Right. Um… refreshments, badges from the charity, a winner's cup and runners-up medals.

Speaker 2: I still feel like we’re missing something.

Speaker 3: Guys, when is this football tournament?

BOTH: The date.

Speaker 3: Guys?

Speaker 1: (TO AUDIENCE) Often when we speak to people we want the words we use to have an impact.

We want them to listen, react and take action based on what we’ve said.

Speaker 2: (TO OTHER PEOPLE) Hey Lee, I’m volunteering at the dogs' home.

Speaker 1: (TO AUDIENCE) Beth’s raising money for charity so what she says really needs to make an impact.

Speaker 2: (TO OTHER PEOPLE) Do you know what the dogs' home does for animals which have been left abandoned or unwanted?

Speaker 1: (TO AUDIENCE) That’s a rhetorical question.

A question that doesn’t need an answer but gets the other person thinking.

Speaker 2: (TO OTHER PEOPLE) We give our dogs shelter, security and a future.

Speaker 1: (TO AUDIENCE) Beth’s using the Rule of Three.

Grouping words sentences or phrases in threes helps to emphasise your points and make it memorable. 'Shelter', 'security' and 'a future'.

Speaker 2: (TO OTHER PEOPLE) And the thing is, Lee, we give 100% of every donation towards our dogs.

Speaker 1: (TO AUDIENCE) Facts and figures are also great for making your argument more persuasive.

Rhetorical questions, the Rule of Three and some facts and figures. Big impact, you see.

(SPEAKER 2 HOLDS UP PHOTO OF A DOG)

She’s good at this.