Making-Telephone-Calls-教學(xué)講解課件

MakingTelephoneCalls

電話約晤

Nov.30,2013

2Etiquetteonaphone通話禮儀Dialogues對話KeysinMakingCalls通話秘笈WarmingUp熱身Glossary詞匯

StudyPlan學(xué)習(xí)計(jì)劃3Etiquetteonaphone通話禮儀Dialogues對話KeysinMakingCalls通話秘笈WarmingUp熱身Glossary詞匯

StudyPlan學(xué)習(xí)計(jì)劃

Makingphonecallscanbedifficult.Why?Youcannotseethepersonyou’retalkingto,soyoucannotseehisbodylanguageand“read”hisface.

與人通話可能會(huì)很難，為什么呢？因?yàn)槟阋姴坏脚c你對話的人，無法感知他的肢體語言或解讀他的面部表情。

Ihopethelecturewillhelpyouspeakonthephonewithconfidenceinbusinessandpersonalsituations.

希望本講助您在商務(wù)及私人電話英語中，能滿懷信心從容以對。4

WarmingUp

Howwouldyoumakeaphonecalltoyourbusinesspartner?你如何致電生意伙伴？Whatexpressionswouldyouusewhenyouareonaphone?通話時(shí)你會(huì)使用哪些用語？Howcouldyoubepoliteonaphone?通話時(shí)如何做到禮貌待人？5

WarmingUp6EtiquetteOnthePhone電話禮儀Dialogues對話WarmingUp熱身KeysinMakingCalls通話秘笈Glossary詞匯

StudyPlan學(xué)習(xí)計(jì)劃7KEY1Howtostartaphonecall

通話開場白

KEY2Howtorespondwhenyouaretheonewanted

當(dāng)你恰好是被呼叫者時(shí)，如何回應(yīng)KEY3Howtorespondwhenthepersonwantedisout

當(dāng)被呼叫者不在場時(shí)，如何回應(yīng)

KEY4Howtomakeacallforyourboss

當(dāng)你的上司要求代其致電時(shí)KEY5Howtoconcludeaphonecall

通話結(jié)束語

KeysinMakingPhoneCalls

通話秘笈

8

KeysinMakingPhoneCalls

通話秘笈

KEY1Howtostartaphonecall

通話開場白

KEY2Howtorespondwhenyouaretheonewanted

當(dāng)你恰好是被呼叫者時(shí)，如何回應(yīng)KEY3Howtorespondwhenthepersonwantedisout

當(dāng)被呼叫者不在場時(shí)，如何回應(yīng)

KEY4Howtomakeacallforyourboss

當(dāng)你的上司要求代其致電時(shí)KEY5Howtoconcludeaphonecall

通話結(jié)束語

9a.CEI,mayIhelpyou?

(中國電器科學(xué)研究院,我能幫你忙嗎?)b.

Goodmorning/afternoon/evening,CEIoffice.

(早上/下午/晚上好,這里是中國電器科學(xué)研究院辦公室).c.

CEI,towhomamIspeaking,please?

(中國電器科學(xué)研究院,請問哪位?)

Receiver:

自報(bào)家門（Introducingyourcompany’sname）

詢問來電者和被呼叫人（Askingwhoiscallingandwhombecalled）

10

a.Hello.ThisisDamonfromMediaCompany.

(你好,我是美的公司的Damon). b.ThisisWufromIsrael.CanIspeaktoMr.Chow,please?

(你好,我是來自以色列的吳先生,請找周先生聽電話,好嗎?) c.Hello.ThisisChowcalling.I’dliketospeaktoMs.Leeplease.IsthisMs.Lee?

(你好,這是小周打來的電話,我想和李小姐講話,你是李小姐嗎?) d.WouldyoupleaseconnectmewiththemarketingdepartmentonExtension23321?

(請幫我接到內(nèi)線電話是23321的市場部,好嗎?)Caller:

表明呼叫者身份(IntroductionofCaller)

及被呼叫者的身份(Whombecalled)11

a.Letmeconfirmthis.YouareDamon,D-A-M-O-N,fromMediaCompany.Isthatcorrect?

(讓我確認(rèn)一下,你是來自美的的Damon,對嗎?).b.LetmeseeifJimisavailable./I'llseeifJimisin.(我查看Jim是否在)c.Onemoment,please/Holdon,please/Justaminute,please/Pleasehold. (請一等)d.I’lltransferyounow./PleaseholdandI’llputyouthrough.

（我?guī)湍D(zhuǎn)接）

Receiver:確認(rèn)呼叫者身份(Confirmation)

及回復(fù)被呼叫者能否接聽(Replyingwhethertheonewantedisavailable)Notesextension分機(jī)/內(nèi)線Transfer轉(zhuǎn)接電話Confirm確認(rèn)Available空閑的，可用的1213

KeysinMakingPhoneCalls

通話秘笈

KEY1Howtostartaphonecall

通話開場白

KEY2Howtorespondwhenyouarethewantedone

當(dāng)你恰好是被呼叫者時(shí)，如何回應(yīng)KEY3Howtorespondwhenthewantedoneisout

當(dāng)被呼叫者不在場時(shí)，如何回應(yīng)

KEY4Howtomakeacallforyourboss

當(dāng)你的上司要求代其致電時(shí)KEY5Howtoconcludeaphonecall

通話結(jié)束語

14

Receiver:確認(rèn)本身就是被呼叫者

(Confirmation)

及詢問呼叫者身份

(Asking)

a.

Thisisshe.Speakingplease.

(我就是,請說吧.)b.CEI,Marinaspeaking.(我就是來自CEI的Marina,請講。) b.MayIaskwhoiscalling,please?

(請問是哪位打來電話?)15

a.

ThisisStephenfromGree.There’ssomethingI’dliketodiscusswithyou.

(我是格力公司的Stephen,我有些事情想和你談一談。) b.

ThisisChow.I’dliketoshowyouasampleofournewestproduct.Whencanwemeet?

(我是周先生,我有個(gè)新產(chǎn)品的樣本想拿給你看,不知我們什么時(shí)候可以見面?) c.Ifyouhavetime,I’dliketomeetwithyouthisweek.HowaboutWednesdayat10:00A.M.inyouroffice?

(假如你有空,我想這個(gè)星期和你見面,不如星期三早上十點(diǎn)鐘,在你的辦公室好嗎?)

Caller:向接聽者表明自已的身份和致電事宜和相關(guān)理由

(Introduction&Clarifyingreasonstobecalled)16

a.

Well,letmecheckmyschedulefortomorrow.Thatwouldbefine.

(讓我再看看明天的日程安排表,嗯,沒問題.) b.

Tomorrowmorningwillbefine.Thetimesuitsforme.IthinkIwillbeavailablebythen.

(明天早上沒問題,那時(shí)間適合我,我想我那時(shí)一定有空的.) c.

I’mafraidIhaveanotherappointmentthatday.Howabouttomorrowmorninginstead?

(很抱歉,那天我另有約會(huì),可否改在明天早上如何?)

d.Pardon?

(您能再說一遍嗎？)Receiver:確認(rèn)是否明白呼叫者的致電事宜(Confirmation)

及回復(fù)確認(rèn)相關(guān)要求

(Replying)NotesSample樣品Schedule日程表Appointment約會(huì)1718

KeysinMakingPhoneCalls

通話秘笈

KEY1Howtostartaphonecall

通話開場白

KEY2Howtorespondwhenyouaretheonewantedonthephone

當(dāng)你恰好是被呼叫者時(shí)，如何回應(yīng)KEY3Howtorespondwhenthepersonwantedonthephoneisout

當(dāng)被呼叫者不在場時(shí)，如何回應(yīng)

KEY4Howtomakeacallforyourboss

當(dāng)你的上司要求代其致電時(shí)KEY5Howtoconcludeaphonecall

通話結(jié)束語

19Receiver:

解釋被呼叫者不能接聽電話的原因

(Explainingwhycannotanswerthecall)

a.Mr.Chowisn’tathisdeskrightnowandwillbebackshortly.WhoshallIsayiscalling,please?(周先生現(xiàn)在不在他的位子上,很快就會(huì)回來,請問您是哪位?).b.He’sbusynow/He’snotavailablenow.(他現(xiàn)在很忙/他現(xiàn)在不方便接聽你的電話)c.Onemomentplease…I’msorry.Mr.Chowisoutofoffice.Wouldyouliketoleaveamessage?(請稍等……很抱歉,周先生剛走開,現(xiàn)不在辦公室,你需留言嗎?)20

a.That’sok,I’llwait/Iwillcallhimbackin10minutes/Iwillcallhimlater./MayIcallhimaround3:00P.M.yourtime?

(沒關(guān)系,我可以等的/十分鐘后再打過來/我待會(huì)兒再打給他/你方時(shí)間3點(diǎn)時(shí)間左右我再致電,好嗎?). b.

MayIleaveamessage/MayItakeamessage/Wouldyoupleaseaskhimtocallmebackat3:00P.M/WouldyoupleasetellhimIcalled?

(我能留個(gè)口信給他嗎/可否轉(zhuǎn)告他下午3點(diǎn)左右回我電話/告知我打過電話給他,好嗎)Caller:回復(fù)接聽者是否愿意等候被呼叫者(Replying)

或請求需要接聽者留言(Requiring)

21a.

Letmeconfirmyournameandphonenumber.YouareDavid,D-A-V-I-D,at28129588.Isthatcorrect?(讓我確認(rèn)一下你的名字和電話號(hào)碼,你是楊先生,電話是28129588,對嗎?).b.

Yousaidyou’dbearrivinginGuangzhouat9:00P.M.?

(你說你將在今晚9:00鐘到達(dá)廣州,對嗎?)Receiver:

回復(fù)及確認(rèn)呼叫者相關(guān)聯(lián)系電話號(hào)碼和留言內(nèi)容

(confirmationofTelNo.&message)22

KeysinMakingPhoneCalls

通話秘笈

KEY1Howtostartaphonecall

通話開場白

KEY2Howtorespondwhenyouaretheonewantedonthephone

當(dāng)你恰好是被呼叫者時(shí)，如何回應(yīng)KEY3Howtorespondwhenthepersonwantedonthephoneisout

當(dāng)被呼叫者不在場時(shí)，如何回應(yīng)

KEY4Howtomakeacallforyourboss

當(dāng)你的上司要求代其致電時(shí)KEY5Howtoconcludeaphonecall

通話結(jié)束語

23

*S:Secretary

(秘書)

*

R:Receiver

(被呼叫者)

Secretary:

代致電給被呼叫者(Callinginstead)詢問接聽者是否被叫者身份,解釋其代電理由

(Sayingwhy)

a.

Goodmorning,thisisSusanLee,secretaryofMr.Chow.CouldIspeaktoMr.DavidChan?…(Yes,Davidspeaking)…Mr.Chowaskedmetocallyouconfirmingwhetherwecanreceiveyourproductsampletomorrow.HeisonhisbusinesstriptoUSA.

(早上好,我是蘇珊,周先生的秘書.我想找陳戴維先生通話可以嗎?你是陳戴維吧,周先生要我致電給你電話,想確定一下我們明天是否能收到你的產(chǎn)品樣本,因?yàn)樗霾钊チ嗣绹?)

b.

Hello,Goodmorning,Mr.JohnLee,ThisisSusanLee,Mr.Chow’ssecretary.Mr.Chowhasaskedmetogiveyouacallaboutwhetherthedeliveryschedulehasbeenrevised.

(喂,早上好,李約翰先生.我是周先生的秘書李蘇珊.周先生要我給你電話,他想知道送貨期是否改變了.)24

a.

Certainly.Isentafaxmessageaboutthismatteryesterday.Everythingisokay.

(當(dāng)然,昨天我已發(fā)了傳真給他告知這事情,一切如計(jì)劃進(jìn)行.) b.

Unfortunately,theshipmenthasbeendelayedduetoatyphooninTaiwan.Weareterriblysorryfortheinconvenience.

(因?yàn)樵谂_(tái)灣有臺(tái)風(fēng)的關(guān)系,船期延遲了,我們對此事深感抱歉.)Receiver:向呼叫者表明其接聽身份無誤及確認(rèn)明白代電事宜并回復(fù)相關(guān)問題

(Answeringquestions)25Secretary:確認(rèn)已收到被呼叫者的回復(fù)(confirmation)

a.Really?ThenIcaninformMr.Chowthateverythingisonschedule.Thanks!

(真的嗎?那我就和周先生說一切順利吧,謝謝你了.)

b.Alright.I’lltellMr.Chowwhathappenedforthismatter.

(既然如此,那我就將此事告知周先生吧.)NotesShipment裝貨Delivery交付Revise修改2627

KeysinMakingPhoneCalls

通話秘笈

KEY1Howtostartaphonecall

通話開場白

KEY2Howtorespondwhenyouaretheonewantedonthephone

當(dāng)你恰好是被呼叫者時(shí)，如何回應(yīng)KEY3Howtorespondwhenthepersonwantedonthephoneisout

當(dāng)被呼叫者不在場時(shí)，如何回應(yīng)

KEY4Howtomakeacallforyourboss

當(dāng)你的上司要求代其致電時(shí)KEY5Howtoconcludeaphonecall

通話結(jié)束語

Receiver:表達(dá)謝意或寄托希望（toshowyourgratitudeforcallingorexpressyourhopeandwishes）

Thank

you

for

calling.謝謝你來電。

It

was

kind

of

you

to

call

me.感謝你打給我。

Nice

talking

to

you.

很高興跟你談話。

Call

me

again

any

time.

請隨時(shí)再打電話給我。

My

best

wishes

to

Jane.

請代我問候珍妮。

Let’s

keep

in

touch,

good-bye.保持聯(lián)絡(luò)，再見。

See

you

next

Tuesday,

then.那么下周二見。

.2829

KeysinMakingCalls通話秘笈Dialogues對話WarmingUp熱身

Glossary詞匯

StudyPlan學(xué)習(xí)計(jì)劃EtiquetteonaPhone通話禮儀Answerthephonebeforethe3rdring

第三聲鈴響之前接起電話Makesureyourgreetingsareprofessional

使你的招呼語聽著很職業(yè)Bepreparedbeforeyoumakeoranswerthephone

打電話、接電話之前做好準(zhǔn)備Beanactivelistener

做一個(gè)主動(dòng)的聆聽者Takenotesasyoutalkonthephone

邊通話邊做記錄Talkclearlyandslowly

說話清晰，語速緩慢

Returnphonecallspromptly

及時(shí)回復(fù)來電30Etiquetteonaphone

Wedon’tdothat.Youmust\Youhaveto\Youought…Whoareyou?

Unfortunately,wedon’tofferthatservice,butwecanofferyou…instead.Couldyoupleasebesokindasto…MayIasktowhomIamspeakingto?31

Don’ts

DosEtiquetteonaphone32EtiquetteonaphoneListentothedialoguesandtrytofollowthemwordbyword.

33

KeysinMakingCalls通話秘笈Dialogues對話WarmingUp熱身

Glossary詞匯

StudyPlan學(xué)習(xí)計(jì)劃EtiquetteonaPhone通話禮儀A:Goodafternoon,SalesDepartment.MayIhelpyou?下午好，銷售部，我能幫你什么忙嗎？B:CouldIspeaktoMr.Bush,please?

可以和Bush先生說話嗎？A:I’llseeifheisavailable.WhoshallIsayiscalling,please?

我要看一看他是否在。請問我得告訴他誰打來的？B:JohnSmith.A:Holdtheline,please.Mr.BushisinameetingwiththeManagingDirectoratthemoment,I’mafraid.CanIhelpyou?請別掛機(jī)，Bush先生正在和總經(jīng)理開會(huì)，我可以幫你忙嗎？34

DialoguesB:Well,Iwanttodiscusswithhimthenewcontractwesignedlastweek.

好的，我想跟他討論一下我們上星期簽訂的合同。A:Idon’tthinkthemeetingwillgoonmuchlonger.ShallIaskhimtocallyouwhenheisback?

我想會(huì)議不會(huì)開得太久，我讓他有空給你打電話，好嗎？B:Yes,thatwouldbefine.是的，那樣最好了。A:CouldIhaveyournameagain,please?請?jiān)僖淮胃嬖V我你的姓名，好嗎？B:Yes.It’sJohnSmith.

好的，我叫JohnSmith。35

DialoguesA:OK.You’llbehearingfromMr.Bushlaterinthemorningthen,Mr.Smith.

好的，Smith先生，早上晚些時(shí)候你會(huì)收到Bush先生的電話。B:Thankyouforyourhelp.Good-bye.

謝謝你的幫助，再見。A:Youarewelcome.Good-bye.

別客氣，再見。36

DialoguesNotesSalesdepartment銷售部ManagingDirector總經(jīng)理，常務(wù)董事37WorkinPairsCase1YouarecallingMr.WangfromGreetofixthetime&placeyoumeetforabusinessnegotiation.情景1你致電給格力的王先生商定商務(wù)談判的時(shí)間和地點(diǎn)。你的搭檔扮王先生。Case2YouarecallingMr.Yangforsomedetailedinformationoftheirproducts,buthehappenstobeawayforthemoment.AndyourpartneractsassecretaryofMr.Yang.情景2你致電給王先生咨詢他們的產(chǎn)品事宜，而王先生恰好不在。假設(shè)你的搭檔是王先生的秘書。

38

DialoguesCase3YourbossasksyoutocalltoDavidtomakeaninquiryfortheirpowdercoatingkneader.AndyourbossisrightnowonabusinessvisitinBirmingham.

情景3你的上司正在訪問英國伯明翰，他讓你代他致電給David對他們的粉末涂料生產(chǎn)設(shè)備詢盤。你的搭檔扮David39

DialoguesDictation.mp3Dictation.docx40

Dialogues41

Expressions表達(dá)方式Dialogues對話WarmingUp熱身

Etiquetteonaphone通話禮儀

StudyPlan學(xué)習(xí)計(jì)劃Glossary詞匯Glossary

-MAKINGTELEPHONECALLS-areacode

區(qū)域號(hào)碼 cable

打國際電報(bào)

connect接電話faxmachine

傳真機(jī) telephonedirectory

電話簿facsimile傳真outsideline

外線 telegraph

電報(bào)extension內(nèi)線\分機(jī)telegram電報(bào)\電信文 telex

電傳\打字機(jī)ontheline

在聽電話putyouthrough

幫你接

astationtostationcall

叫號(hào)電話collectcall

對方付費(fèi)電話justamoment/holdon/justaminute,please請稍等42appointment

約會(huì)會(huì)晤 message口信available有空reserve\book

預(yù)約 cancellation取消confirmation

確認(rèn)dayoff

休假mytime

當(dāng)?shù)貢r(shí)間

inquiry詢盤yourtime

對方國家時(shí)間

convenient

方便的

contact聯(lián)絡(luò)reconfirm

再確認(rèn) schedule

時(shí)間表tight時(shí)間緊inconvenient不方便的cancel取消roundtrip

來回l旅程departuredate出發(fā)日期checkout

退房

checkin

入住

customsregulation海關(guān)條例 arrivaldate

到達(dá)日期

asingleroom

單人房

adouble-beddedroom

雙人房 43Glossary

-MAKINGAPPOINTMENT-★KEYEXPRESSIONSA:打出/接聽電話時(shí)一開口說話的語言表達(dá)Thisis/Isthis…(我是/你是…) Speaking/Yes.(我就是)MayIspeakto/talkto(我可以找…聽電話嗎)Who’scalling(請問哪位打來?)

TowhomamIspeaking,please?(請問你哪位?)Whomareyoucalling?(你要找…聽電話?)Howdoyouspellyourname,please?(你是怎么拼寫你的名字?)Answer:That’s……(那就是……)B:說明指定接聽人因故無法接聽的語言表達(dá)Heisonthephone/talkingonanotherl