Email phrase bank: Useful expressions and phrases

Commercial: Request for information (customer)
Saying how you got the contact
We met last Thursday on your stand at the Munich Trade Fair.
I am emailing you off your website, which I found through Google.
Giving reason for writing
We are a manufacturer / supplier / provider of ... We are interested in ...
We are a Turkish company exporting to the EU, and we need ...
General requests
We would be grateful for some information about ...
Please send us information about your product range and prices.
Specific requests
In particular, we would like to know ...
Please send full details of your prices, discounts, terms of payment and delivery times.
Could you also say whether there is any minimum order.
Close
An early reply would be greatly appreciated.
I look forward to an early reply, and am sure that there is a market for your products here in Hungary.

Giving information (supplier)
Thanks
Thank you for your email of 4 June inquiring about ...
Giving factual information
We can quote a price of ... CIF / FOB Istanbul.
We can delivery by ... (date) / within ... (period of time)
The goods will be shipped 3 days from receipt of a firm order.
We can offer a discount of ... on orders over ... .
We require payment by bank transfer / letter of credit.
Our normal procedure is to ...
Our normal terms for first-time customers are ...
We can supply the items you require directly from stock.
Saying what you are attaching
I am attaching a document that gives full details of ...
I am attaching our current catalogue and price list as a pdf file.
Highlighting one or two key points
You will see that ...
You will note that our line of .... is on special offer.

Answering specific questions
You will also note that ... Our experience in this field includes ...
We dispatch the goods within 24 hours of a firm order, and for first-time customers our minimum order is $ 1,000.
I am afraid that model is no longer available. However, ...
Close
We feel sure that ... May I suggest that I call you at your convenience to discuss the matter further?
If you need any further information, please do not hesitate to contact me. My direct line is...

Making an order (customer)
Open
Thank you for your recent email, and we accept your quotation. Our completed order form is attached, and we give full bank details below.
Close
Please acknowledge receipt of this order.

Confirming an order (supplier)
Open
Your order has been received.
We can confirm that your goods have been shipped.
You can track shipping details on our website.
Due to exceptional demand these items are temporarily out of stock. We hope to be able to ship your order within ... days and will keep you fully informed. We apologize for any inconvenience this may cause.
Close
We are confident that the goods will meet your expectations. Should there be any questions, please do not hesitate to contact me, either by email or phone

Asking for payment (supplier)
First reminder – open
We are writing concerning a payment of $12,600 for invoice number KJ678 which is now overdue. A copy of the invoice is attached.
According to our records, the sum of $4,500 is still outstanding on your account
First reminder – action
Please send a bank transfer to settle the account, or an explanation of why the balance is still outstanding. If you have already dealt with this matter, please disregard this email.
We could appreciate your cooperation in resolving this matter as soon as possible.
Second/third reminder – open
On (date) I wrote to you regarding your company’s unpaid account , amounting to $4,500. May we please remind you that this amount is still outstanding.
I wish to draw your attention to my previous emails of (dates) about the overdue payment on your account. We are very concerned that the matter has not yet receive your attention.
Second/third reminder – action
We need a bank transfer in full settlement without further delay.
Clearly, this situation cannot be allowed to continue, and we must ask you to take immediate action to settle your account.
If you have any queries on this mater, please do not hesitate to contact me. Thank you for your cooperation.
Final demand – open
Following my emails of (dates) I must inform you that we have still not received payment for the outstanding sum of $4,500.
I wrote to you on (dates) regarding the balance of $12,600 on your account. I attach copies of both emails. This sum is now two months overdue. We are very concerned that the matter has not yet received your attention.
Final demand – action
Unless we receive payment within seven days, we shall have no alternative but to take legal action to recover the money.
In the meantime, your existing credit facilities have been suspended.

Complaints and Apologies
Complaining (customer)
Open
I am writing ...
in connection with my order FS690 which arrived this morning.
to complain about the quality of a product I bought from your website.
to complain about the poor service we received from your company.
to draw your attention to the negative attitude of some people in your customer services section
Complaint
Our order dated 16 September clearly stated that we wanted 1,000 items, however you ...
The goods were faulty / damaged / in poor condition.
There seems to be an error in the invoice /a misunderstanding.
The equipment I ordered has still not been delivered, despite my phone call you last week to say that it is needed urgently.
The product I received was well below the standard expected.
To make matters worse, when I called your company staff ...
Request for action
Please replace the faulty goods as soon as possible.
We must insist on an immediate replacement / full refund.
Unless I receive the goods by the end of this week, I will have no choice but to cancel my order.
Close
I hope that you will deal with this matter promptly as it is causing me considerable inconvenience.

Apologizing (supplier)
Open
I am writing in relation to your recent complaint.
Apologizing I was very concerned to learn about ... Please accept my sincere apologies.
I would like to apologize for the inconvenience you have suffered.
Denying responsibility
We appreciate that this has caused you considerable inconvenience, but we cannot accept any responsibility in this matter.
Promising action
Can you leave it with me? I’ll look into the matter and get back to you tomorrow.
I have looked into the matter and ...
I have spoken to the staff involved, and ...
We will send replacement items / give you a refund immediately.
I can assure you that this will not happen again.
We’re having a temporary problem with ... . We’re doing everything we can to sort it out.
Compensation
To compensate for the inconvenience, we would like to offer you ...
Close
Thank you for bringing this matter to my attention. Please accept my assurance that it will not happen again.
Once again, I hope you will accept my apologies for the inconvenience caused.
I very much hope you will continue to use our services in the future.
If you have any further queries, please do not hesitate to contact me on my direct line...

Personal
Friendly
You heard something, but you are not sure
It seems that ... Apparently, ...
Something is true, but surprising
Actually, ... In fact, ...
Something is obvious or already known
Obviously, ... Of course ...
Good/ bad fortune
Unfortunately, ... Luckily, ...
Saying what you really think
To be honest, ... Frankly, ...
Going back to a topic
Well, ... So, ... Anyway, ...
Changing the topic
Anyway, ... So, ... By the way, ...
Summarizing with the most important point
Anyway, ... Basically, ...
Asking for advice
Formal/Neutral

	Informal
Open	I’d like your advice about a problem I have	I’ve got a bit of a problem.
Asking for advice	I was wondering if you had any ideas about ...? What would you advise me to do?	Do you have any ideas about ...? What should I do?
Close	Please write back when you have the time and let me know what you think.	Please email me when you get the chance.

Giving

	Formal/Neutral	Informal
Open	I was sorry to hear about your current difficulties.	I’m sorry you’re having such a hard time at the moment.
Giving advice	I think it might be a good idea to ... Have you thought of ... (+ing)?	I think you should ... What about ... (+ing)?
Result	This would mean that ...	That way, ...
Options	I think this option would be preferable to ... (+ing)	I think it’s better than ... (+ing)
Close	I hope I have been of some help.	I hope I’ve helped a bit.

Suggestions
Making a suggestion
I think we should / I suggest that we / Let’s go to ...
Shall we / Perhaps we could/Why don’t we go to ...?
I suggest... /How about going to ...?
Accepting
It’s a great idea!
I think your idea would work really well.
It might be worth trying.
Rejecting
I’m not so sure about your idea.
It sounds like a good idea, but I don’t think it would work in practice.
It sounds like a good idea, but I can see one or two problems.
Special situations
Thanks
Just a quick note to say many thanks for ...
I really appreciate everything that you have done.
Good luck
Good luck with ...I would like to take this opportunity to wish you every success in the future.
Congratulations
Many congratulations on your promotion / new job.
I was delighted to hear the news about ...
Well done!
Best wishes
Please give my best wishes/regards to ...
Bad news
I was so sorry to hear about ...
I was really sorry to hear you’re not well ...Hope you feel better soon.
If there’s anything I can do to help, let me know.

Job Application
Greeting
Dear Sir/Madam
Reason for writing
With reference to your advertisement on the ... website, I am interested in applying for the post of...
Your background and experience
I am 26 years old and am currently studying for a degree in ... at ... University.
For the last two months I have been working as a ... at ... .
The job itself
I am interested in this job because ...
I feel that I would be well-suited for this job/have a lot of experience in ...
Referring to your CV
I have attached my CV as a Word document. You will notice that I ... as well as ... . You will also notice that ... .
Final comments
I would be grateful if you would consider my application.
You will see from my CV that two people can be contacted as references, one is ... and the other is from ... .
I am available for interview in .../ by phone any weekday afternoon, and you can email me or telephone me on the number below.
Close
I look forward to hearing from you soon.
Yours faithfully
Reports
Report structure
Introduction / Background
As requested at the Board meeting of 18 April, here is my report.
The report will discus / consider / describe / analyze / review ...
The report is based on ...
I have divided the report into three sections.
Findings
The findings / figures / results / investigations show that ...
It appears that ... . This has led to a situation where ...
The graph/table shows that ...
Signposts
As can be seen in table 1 / section 2 / figure 3, ...
As mentioned above, ... / ..., see below.
...and I will discuss this in more detail below /in section 3.2.
Conclusion / Recommendations
I (would like to) suggest /recommend that ...
My specific recommendations are as follows.
Closing comments
Please have a look at the report and let me have your comments.
Please feel free to contact me if you have any questions.
Linking words
Sequence
Firstly / secondly / finally
Talking generally
In general / usually / on the whole
Contrast
However / nevertheless / on the other hand
Adding another point
In addition / moreover / on another point
Examples
For example / for instance / e.g.
Alternatives
Either ... or ... / alternatively / instead of ...
Real (surprising) situation
In fact, / actually, / as a matter of fact
Something is obvious
Clearly / obviously / of course
Most important point
Especially / above all / in particular
Rephrasing
In other words / that is to say / i.e.
Result/consequence
As a result / therefore / for this reason
New topic
In relation to / regarding / with reference to
Careful, balanced style
Giving both sides of an argument
In general ..., however ...
On the whole ..., but ...
Making a statement less general
Many / some ...
Usually / typically / often ...
Making a statement less certain
It is possible / probable that ...
It seems / appears that ...
... tends to be...
Making a comparison less strong
Substantially / considerably / much (+ comparative adjective)
Significantly / relatively (+ comparative adjective)
Marginally / slightly (+ comparative adjective)
Concluding
On balance, ...
Taking all the above points into consideration, ...

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Crime vocabulary & Crime Idioms

Murder: Matar a un ser humano de manera voluntaria y no por negligencia.
Robbery: Tomar o intentar tomar cualquier cosa de valor de una persona por la fuerza o amenaza.
Crime (noun) es cualquier accion ilegal. Por ejemplo, matar a tu jefe es un crimen(aun si el fuera una persona terrible)
Crime nunca es usado como verbo. Para este caso decimos 'commit a crime'. Commit es el verbo que colocamos con 'crime': y basicamene significa 'do'.
'He was sent to prison for a crime that he didn't commit.'
A person who commits a crime is a criminal:
'A dangerous criminal escaped from prison.'
Criminal is also used as an adjective:
'There is a lot of criminal activity in this area.'
Cual es la diferencia entre rob y steal?
Rob (verb) significa tomar algo de un lugar o persona.
'Rob a bank.' El dinero es tomado del del banco, no el banco en si.
'Rob and old man.' Se toman las cosas de valor, no la persona en si.

Steal (verb) significa tomar algo.

'I stole candy when I was a child.'
'My bag was stolen at the party.'

Steal = present tense / stole = past simple / stolen = past participle

Theft es la forma sustantiva del verbo steal.

A thief es el nombre general que damos a alguien que roba algo.

Types of crime and types of criminal

Arson - es el crimen de incendiar parra destruir algo, en especial una construccion.
Arsonist – es la persona quien empieza a incendiar para dañar o destruir algo.

Bank robbery (noun) – es el acto o crimen de robar dinero de un banco.
Bank robber – es la persona que roba de un banco.
Rob – verbo

Burglary (noun) – es el crimen de robar de un edificio.
Burglar – una persona que roba de un edificio
Burgle -verbo

Manslaughter (noun) - el crimen de matar a una persona por alguien que no queria hacerlo.

Murder (noun) – el crimen de matar a alguien.
Murderer – una persona que mata.
Murder – verbo

Mugging (noun) – el acto de atacar a alguien y robarle su dinero.
Mugger – la persona que ataca a alguien para robar su dinero.
Mug – verbo

Shoplifting (noun) – tomar algo de una tienda sin pagar.
Shoplifter – una persona que roba de las tiendas.
Shoplift - verbo

Smuggling (noun) - el acto de tomar cosas o personas de un lugar de forma secreta e ilegal.
Smuggler – la persona que toma cosas o personas de un lugar secreta e ilegalmente.
Smuggle - verbo

Pickpocketing (noun) – el acto de robar cosas fuera del bosillo o carteras secretamente.
Pickpocket - una persona que roba cosas fuera del bolsillo o carteras en secreto.
Pickpocket - verbo

Otras personas lo asocian con crimen
Victim – la persona que realiza el crimen.
'The criminal stole the victim's car.'

Witness – son las personas que vieron pasar el crimen.
'Many witnesses saw the bank robber leaving the bank.'

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Who, Whom, Whose

El siguiente articulo es un mini-tutorial en los usos de "who","whom" y "whose".
Sujetos, Objetos y Formas Posesivas
Para comprender como usar "who","whom" y "whose", primero tienes que comprender la diferencia entre sujeto, objeto y formas posesivas.
Sujetos hacen una accion

• He loves movies
• She goes to school.
• We enjoy Chinese food

Los objetos reciben la accion

• The teachers like him
• Thomas knows her.
• The actor smiled at us

Formas posesivas nos dicen la persona a la que algo pertenece.

• His bike is broken
• I like her new book
• The teacher graded our homework

"Who" es un sujeto pronominal
"Who" es un sujeto pronominal como "he","she" y "we" en los ejemplos de arriba. Nosotros usamos "who" para preguntar que persona hace la accion o que personas lo realizan de cierto modo.
Ejemplo

• Who made the brithday cake?
• Who is in the kitchen?
• Who is going to do the dishes?

"Whom" es un objeto pronominal
"Whom" es un objeto pronominal como "him","her" y "us". Usamos "whom" para preguntar que persona recibe una accion.
Ejemplo

• Whom are you going to invite?
• Whom did he blame for the accident?
• Whom did he hire to do the job?

"Whose" es un pronombre posesivo
"Whose" es un pronombre posesivo como "his","her" y "our". Usamos "whose" para averiguar a que persona le pertenece algo.
Ejemplo

• Whose camera is this?
• Whose dog is barking outside?
• Whose cellphone keeps ringing?

"Who", "Whom" y "Whose" en preguntas indirectas
Las oraciones de arriba contienen un ejemplo de pregunta indirecta.

• I don't know whom he invited

Tales oraciones usualmente comienzan con una frase tal como "I am not sure" o "He doesn't know" or "We don't care". Solo ignoramos la primera parte de la oracion y miramos la pregunta indirecta para decidir si usamosm "who","whom" o "whose". Preguntate a ti mismo si la pregunta indirecta requiere un sujeto, objeto o forma posesiva.
Ejemplos.

• He doesn't know who the boss of the company is. SUBJECT OF THE INDIRECT QUESTION
• I don't care whom you invite.OBJECT OF THE INDIRECT QUESTION
• She isn't sure whose car that is. "WHOSE" SHOWS POSSESSION OF CAR

"Who","Whom" y "Whose" en clausulas de adjetivo.

• I know the man who won the contest

Las clausulas de adjetivo son usadas para describir un sustantivo en la oracion principal. En el ejemplo de arriba, la clausula de adjetivo nos dice acerca de "el hombre". Solo ignora la oracion principal y mira la clausula de adjetivo al decidir ya sea usar "who","whom" or "whose". Preguntate a ti mismo si la clausula de adjetivo requiere un sujeto, objeto o forma posesiva.
Ejemplos

• We knew the actress who starred in the movie.SUBJECT OF ADJECTIVE CLAUSE
• They hired the man whom we interviewed last week.OBJECT OF ADJECTIVE CLAUSE
• She knew the family whose house we bought."WHOSE" SHOWS POSSESSION OF HOUSE

"Whom" es menos comun
La forma "whom" se esta convirtiendo menos comun en ingles. Muchos nativos hablantes de ingles piensas que "whom" suena extraño. Esta tendencia es particularmente comun en Estados Unidos. Especialmente cuando se combina con preposiciones, la mayoria de personas prefieren usar "who" como el objeto pronominal. Para la mayoria de nativos hablantes de ingles, los ejemplos de abajo suenan bastante natural.
Ejemplos

• Who did you come to the party with?
• I don't know who he gave the book to.
• That is the woman who I was talking to.
• Who did you get that from?
• Do you have any idea who he sold his car to?
• That is the person who I got the information from.

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Actividades para aprender inglés (niños)

Se acaba de poner en marcha en el día de hoy, la sección GrammarZone de la web EnglishZone, un portal de inglés para niños que también ofrece una sección de fonética y de juegos de vocabulario.
EnglishZone es una magnifica web para niños en la que podrás encontrar gran cantidad de juegos, historias, canciones e imprimibles. Además, las actividade en flash de EnglishZone están diseñadas para poder usarse en pizarras interactivas.
GrammarZone se irá ampliando sucesivamente. De momento tenemos ya algunas actividades básicas de gramática del nivel "words" (palabras). Más adelante se irán añadiendo actividades a nivel oración y a nivel texto.

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Ejercicios de gramática y vocabulario de ingles listos para imprimir

Se trata de ESLPDF.com, una web repleta de actividades en pdf para visualizar o imprimir. El contenido ha sido creado por profesores de inglés con gran experiencia, por lo que el nivel de calidad es supremo.
Dividida en secciones de gramática y vocabulario, sus ejercicios están secuenciados según el nivel al que corresponden. Las hojas en pdf contienen las soluciones al final de la página, por lo que también puede servir de autoestudio.
Para visualizar los archivos pdf necesitarás tener instalado un lector de pdf como Adobe Acrobat Reader.
Si conoces más recursos de este tipo, no dudes en comentarlo.

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Cuando "BUT" significa "EXCEPTO" Parte 2

Aprende gramática con nuestros útiles tips. Hoy, estudiarás otro uso de la palabra "but".
Hay ocasiones en las que la común palabra but, en lugar de "pero", significa excepto o menos.
Hoy lo vemos en diferentes expresiones: " next...but", "last but..." y "but for..."
Examples - ejemplos:

Charlie's friend lives two houses but one from me.	-	El amigo de Charlie vive en la siguiente casa, si no fuera por una, de mí. (El amigo de Charlie vive a dos casas de mí)
Marta was last but two in the last year's race.	-	Marta fue la antepenúltima en la carrera del año pasado. (Marta fue la última menos dos en la carrera del año pasado)
"y" is the last but one letter in the alphabet.	-	"y" es la penúltima letra del alfabeto. ("y" es la última menos una letra del alfabeto)
I wouldn't have passed my exam, but for my notes.	-	No hubiera pasado el examen, de no haber sido por mi chuleta. (No hubiera pasado el examen, menos por mi chuleta)

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Cuando "BUT" significa "EXCEPTO" Parte 1

Hoy, estudiarás otro uso de la palabra "but".
Hay ocasiones en las que la común palabra but, en lugar de "pero", significa excepto o menos.
Este caso se da cuando hay un conjunto de personas o cosas y queremos excluir de éste a alguien o algo.
Las palabras que forman el conjunto son, entre otras: everybody, everyone, everywhere, everything, anybody, anyone, anywhere, anything, no one, none, no, nobody, nothing, all, every... But, dentro de la frase, irá colocado delante de la palabra que queremos excluir.
Examples - ejemplos:

Everyone but me wants to be rich	-	Todo el mundo quiere ser rico menos yo
I wish nothing but the best for you	-	No deseo nada, excepto lo mejor para ti (sólo quiero lo mejor para ti)
My father gets up early every day but Sundays	-	Mi padre se levanta pronto todos los días excepto el domingo

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Vocabulary Quiz

Choose the correct option.

A FECKLESS teammate would likely:

a. attend every practice.
b. always wins.
c. be the team leader or captain.
d. show no enthusiasm for the sport or competition.

Answer

‎"D"...FECKLESS: having a weak character; not behaving in a responsible way:
Her husband was a charming, but lazy and feckless man source: Oxford advenced learner

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Learning Idioms

Cross somebody’s path
Meaning: If you meet someone usually unexpectedly or by chance, you cross their path.
Example: “Mrs Reno was my English teacher but I haven’t crossed her path since I left school”

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Misused Forms

Using the wrong preposition :

► Absorbed : ( = very much interested) IN not AT :
don't say: then man was absorbed at his work
Say : the man was absorbed in his work.

► Accuse OF not FOR :
don't say :she accused the man for stealing .
say: she accused the man of stealing.

► Accustomed TO not WITH :
don't say : i'm accustomed with hot weather .
say : i'm accustomed to hot weather .

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Advantages of TeamWork

• Gives better end result with high quality performance from each team member.
• Normally more input results in better thoughts and judgements and the overall process is improved.
• Team involves every person, his expertise and his responsibilities.
• Execution of new ideas can be more effective and efficient.
• It increases ownership with wider communication.
• Provides more security and develops personal relationship in the context of business operations.
• Gives probability of solutions and can select the best one from those possibilities.
• Better understanding of the decision-making process.
• In a group, it is easier to examine the problems and identify various solutions.
• A team can handle more difficult and complex problems in the workplace.

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SHALL and MAY

distinguish between :

(a) may i shut the door ?.
(b) shall i shut the door ?.

► MAY i shut the door ? means that i wish the door closed and i ask your permission to shut it , SHALL i shut the door ? means that i want to know whether you wish the door closed .

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Colloquial Expression

"Mum's the word"

Meaning: said when you tell someone, or agree with someone, to keep something a secret.

Eg: "I'm not telling people generally yet." "OK, mum's the word!"

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Expression:the grass is always greener on the other side

"the grass is always greener on the other side"

• There are always some good things in the world..please dont see just bad sides, try to see beauties
• it literally means that, people aren't happy with what they got and envy what someone else has
• people always like other town than their town
• we always like things which belong to others.....
• used to say that other places or situations seem better than yours, although they may not really be better
• it means that some people's things are better than yours. for example you have a new 32 LCD not really famous brand flat tv but your neighbor bought one a 34 Sony LCD slim flat tv. so yours is "green" but your neighbor's is "greener".
• whatever we don't have seems to us better than what we have

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Idioms Quiz II

Complete the following sentences with the appropriate idiom:
An example of an answer can be like this: 1 a; 2 c: 3 b (Only letters and numbers).

1- Bob always tells the truth as he is ____.

a) making no bones
b) a hidden agenda
c) on the level

2- I decided to organize a meeting and ____ about the recent rumors in the factory.

a) clear the air
b) offer a hidden agenda
c) on the level

3- I have finally put my ____on the table and told her about how I feel.

a) candy
b) knives
c) cards

1- c (If you say that somebody is on the level, you are referring to a truthful and honest person).
2- a (If you decide to clear the air, you try to remove the causes of fear, worry or suspicion by talking about them openly).
3- c (If you put your cards on the table, you speak honestly and openly about your feelings and intentions).

Thank you all for your participation.

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Impressive words

We bring to you 10 impressive English words that, for once, at least, leave an impact on the listeners’ mind. Try to imbibe them and use them when you communicate.

-Ephemeral = short-lived
-Chatoyant = cat’s eye like
-Corsage = an collection of flowers in an ornament-like arrangement.
Apparition = a supernatural appearance, esp. of ghost or spirit
-Melange = agglomerate
-Alcove = a recess or small room adjacent to or opening out of a room.
-Espionage = spying to obtain secret information
-Aestivate = related to or occurring in Summer
-Conflation = blending together
-Quintessential = pure

You, surely, are impressive if you use these words when you communicate with others. Let others admire you.

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Idioms

Arm in arm

Meaning: With one person's arm linked around another's; also, closely allied or intimate,

Examples
- They walked across the beach arm in arm.
- This candidate is arm in arm with the party's liberal wing.

Get the hang of something

Meaning: If you get the hang of something, it means that you have started to do it properly. You are not a expert yet, but you have understood the basic idea.
Example: Once you get the hang of it, it’s pretty easy.

Put words in somebody’s mouth

- Meaning: If you claim, wrongly, that someone has said something, or suggest what they should say, you are putting words in their mouth.
- Example: You’re putting words in my mouth. I did not say I saw Mr. Brown; I said I saw his car!

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Aim to vs Aim at

Aim to (idiom)

Meaning - Try or intend to do something.

e.g : We aim to please our customers, or She aims to fly to California.

Correct usage: aim to + verb

Aim at (idiom)

Meaning - Direct a missile or criticism at something or someone; to plan, intend or to have as one's purpose

e.g: In his last speech the President took aim at the opposition leader.
He aims at finishing tomorrow.

Correct usage: aim at

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When is the best time to learn language?

What do YOU think? When should children start learning a language?

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Idioms:Send shivers down/up somebody's spine

Send shivers down/up somebody's spine

Meaning: To feel very frightened or excited.
Example: The sound of his voice sent shivers down her spine.

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