UNIT 5 接聽(tīng)客人電話

1、Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) 六、日常交際英語(yǔ)操練 電話英語(yǔ) 類似之前兩個(gè)會(huì)話，在商務(wù)英語(yǔ)中，類似之前兩個(gè)會(huì)話，在商務(wù)英語(yǔ)中，電話英語(yǔ)電話英語(yǔ)的使用是最的使用是最頻繁的。據(jù)我所知，你們公司也需從國(guó)外供貨商處進(jìn)口生產(chǎn)電頻繁的。據(jù)我所知，你們公司也需從國(guó)外供貨商處進(jìn)口生產(chǎn)電力機(jī)車(chē)配件的原材料。力機(jī)車(chē)配件的原材料。 那么對(duì)于分配到相關(guān)部門(mén)的人員來(lái)說(shuō)，第一件頭疼的事情那么對(duì)于分配到相關(guān)部門(mén)的人員來(lái)說(shuō)，第一件頭疼的事情就是接到外國(guó)供應(yīng)商打來(lái)的電話。就是接到外國(guó)供應(yīng)商

2、打來(lái)的電話。u 表達(dá)身份表達(dá)身份 / 請(qǐng)稍后請(qǐng)稍后 這里是這里是（接電話者）（接電話者） 客氣客氣 This is Jim Smith Mike 我是我是 company. May I help you? 公司。您有什么事？公司。您有什么事？ 口語(yǔ)口語(yǔ) Speaking. 請(qǐng)講請(qǐng)講 我是我是 （打電話者）（打電話者） This is Jim Li (Jim 李）李） Smith Zhou Mike Chen This is Jim LI from company（公司）（公司） Co. Ltd. (有限公有限公司司）Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) 請(qǐng)稍候請(qǐng)稍候 客氣客

3、氣 Hold on,please. 請(qǐng)別掛請(qǐng)別掛 Just a moment/ One moment, please. 請(qǐng)稍候請(qǐng)稍候 口語(yǔ)口語(yǔ) Hold on. 別掛別掛 Just a minute/ Just a second. 稍等片刻稍等片刻u 找人找人 / 詢問(wèn)身份詢問(wèn)身份 我要找我要找 （打電話者）（打電話者） May I speak to/with Jim Smith Mike ? Id /would like to speak to/with 您是？您是？ 您要找您要找（接電話者）（接電話者） Who is that speaking? Who would you like to

4、 speak to ? Who are you calling? Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) 電話英語(yǔ)小測(cè)試電話英語(yǔ)小測(cè)試 （1）A: 1. . your Director. 譯: 我姓李，株洲的Robert 李。請(qǐng)您們主任director 聽(tīng)電話。 B: Mr. Smiths is not in right now. May I leave a message? 譯: Smiths先生現(xiàn)在不在，您要不要留話？ A: Yes. 2. ? 譯：好，請(qǐng)轉(zhuǎn)告他到希爾頓飯店，579號(hào)房來(lái)找我，好嗎 B: 3. , Mr.LI. Hilton Hotel, Room 579

5、? 譯：沒(méi)問(wèn)題，鄧先生，希爾頓579號(hào)房嗎？ A: Thats right. Thank you. 譯：沒(méi)錯(cuò)，謝謝您。Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) (2) A:1 ? A: 你好，John。你是？ B:2. . How about go out tomorrow? B: 奧，John! 我是 Jim. 明天出去玩怎么樣？ A:3 , and ? A: 不錯(cuò)，什么時(shí)間呢？ B:How about tomorrow 8:00 oclock B:明早8點(diǎn)怎么樣？. A: 4. A: 好的。 A:Will we need some food ? B:I think that

6、 will be good A: How about bread ? B:ok I will get some beer. A: that is great. B: Ok, see you tomorrow . A:See youHotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) Business Advice 商務(wù)經(jīng)驗(yàn)談商務(wù)經(jīng)驗(yàn)談 克服電話恐懼癥克服電話恐懼癥 有的人一從電話聽(tīng)筒里聽(tīng)到有的人一從電話聽(tīng)筒里聽(tīng)到“Hello”的聲音。恨不得能趁別人的聲音。恨不得能趁別人不注意，偷偷的掛斷電話。尤其是在于外國(guó)人通電話時(shí)，一方不注意，偷偷的掛斷電話。尤其是在于外國(guó)人通電話時(shí)，一方面面 聽(tīng)不懂，

7、一方面又趕不上對(duì)方說(shuō)話的速度，造成溝通不良。引聽(tīng)不懂，一方面又趕不上對(duì)方說(shuō)話的速度，造成溝通不良。引起對(duì)電話的極度恐懼。若想克服恐懼感，首先。必須要把起對(duì)電話的極度恐懼。若想克服恐懼感，首先。必須要把“聽(tīng)聽(tīng)不不 懂很丟臉懂很丟臉”的念頭打消才行。的念頭打消才行。 當(dāng)你跟不上對(duì)方的語(yǔ)速時(shí)，可以委婉的說(shuō)：當(dāng)你跟不上對(duì)方的語(yǔ)速時(shí)，可以委婉的說(shuō)： 1. 1. I am sorry I cant follow you. Would you say it I am sorry I cant follow you. Would you say it again?again? 抱歉，我跟不上你。你愿意再說(shuō)一次

8、嗎？抱歉，我跟不上你。你愿意再說(shuō)一次嗎？ 2. 2. I could not /couldnt catch you. Would you speak I could not /couldnt catch you. Would you speak more slowly?more slowly? 我跟不上你。你愿意講慢一點(diǎn)嗎？我跟不上你。你愿意講慢一點(diǎn)嗎？ Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) 一般來(lái)說(shuō)，對(duì)方會(huì)應(yīng)要求而放慢講話速度的。一般來(lái)說(shuō)，對(duì)方會(huì)應(yīng)要求而放慢講話速度的。 萬(wàn)一周?chē)h(huán)境太吵，以至于無(wú)法聽(tīng)清對(duì)方的說(shuō)話時(shí)，你可以說(shuō)萬(wàn)一周?chē)h(huán)境太吵，以至于無(wú)法聽(tīng)清對(duì)方的說(shuō)話時(shí)，你

9、可以說(shuō) 1. 1. Would you speak more loudly, please?Would you speak more loudly, please? 你可以講大聲一點(diǎn)嗎？你可以講大聲一點(diǎn)嗎？ 2. 2. I cant hear you. Would you speak a little louder?I cant hear you. Would you speak a little louder? 我聽(tīng)不清你說(shuō)的話，你愿意將大點(diǎn)聲嗎？我聽(tīng)不清你說(shuō)的話，你愿意將大點(diǎn)聲嗎？Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)presidential suite cafeteri

10、aLook and match.1vending machine mobile phoneHotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Today the _ is widely used as a communication tool. 2. In hotels clerks are only allowed to go through the_. 3. Theres usually a _ in hotels above three stars. 4. If you want to drink a cup of coffee, you can go to the_.Fill in

11、 the blanks with suitable words.2Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)operator n. 接線員human resource office 人力資源部speak to. 跟說(shuō)話putthrough 接通 line n. 線路on the line 在線 Resource n. 資源just one moment 稍等Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)A guest wants to speak to Manager Lee of the hotel. An operator answers the phone.Hot

12、el English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)1. The guests name is John Smith. ( )2. The guest wants to speak to Manager Lee. ( )3. Manager Lee is speaking to the guest. ( )4.The line is busy. ( )5. The guest calls the manager three times. ( )TFTTDecide true (T) or false (F).1FHotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)A guest wants

13、to speak to Manager Lee of the hotel. An operator answers the phone.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) Watch the video again and tick the sentences you hear.2This is John Smith speaking.Could you put me through to?Id like to speak to Mr. Lee.Would you like to ring back later?Are you Mr. Smith?Manager Lee

14、is on the line.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)hold on 稍等（別掛電話） office hours上班時(shí)間Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)A guest wants to speak to Manager George Clinton of the hotel. An operator answers the phone.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Operator: Hello. This is _. Can I help you? Guest: Yes, I would like to _ y

15、our Manager, Mr. George Clinton. Operator: _, please. (Pushing the button）Sorry, nobody answered the phone. Mr. Clinton is probably _ at this moment. Would you like to try again later? Guest: Thats fine Could you ask him to _ Catherine Wilson at 136-778-6234 during _ tomorrow morning?Operator: OK. I

16、ll tell him when he _ to the office. Guest: Thank you.Operator: You are welcome. Good-bye. Guest: Good-bye.1Fill in the blanks with the missing words.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)A guest wants to speak to Manager George Clinton of the hotel. An operator answers the phone.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)2

17、. What does the guest want the operator to do then?Whom does the guest want to speak to?The manager, Mr. George Clinton. She asks the operator to tell Clinton to call her the next morning.2Answer the questions.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Operator: Hello. This is Holiday Inn. Can I help you? Guest: Y

18、es. May I speak to Mr. Wu?Operator: Hold the line, please. Sorry, the line is engaged. Would you try to call later? Guest: OK. Thank you. Operator: My pleasure. An operator receives a phone from a guest.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)1Role-play the dialogue with your partner.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)

19、說(shuō)2Look at the card and complete the conversation with appropriate words or phrases.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Room Service: Good morning. Room Service. _ Guest: Yes, Id like to order some breakfast. Am I too late? Room Service: _ The room service menu is available any time of a day. Guest: Good. In

20、 that case, _ Room Service: Would you like Sichuan food or western food? Guest: Sichuan food, please. Room Service: _ Guest: I think Ill have grapefruit juice, please. Room Service: _ Guest: Coffee, please. Room Service: _ Guest: No, thanks, thats all. Room Service: _ Guest: Room105. Room Service: T

21、hank you. Ill take them to you in 20 minutes.Can I help you?2Look at the card and complete the conversation with appropriate words or phrases.No, thats fine. Id like to order something， please. Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)executive n. 經(jīng)理 message n. 信息 nearly adv. 幾乎Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Operat

22、or: Good afternoon, Harriet Hotel. Can I help you? Guest: Yes. This is John Gordon speaking. Could you put me through to the Executive Office? Id like to speak to your manager, Mary Smith.Operator: Just one moment, sir Im sorry, sir. She is not in. Would you like to call back or let me take a messag

23、e for you? Guest: Thanks. Ill try again later. (5 minutes later) Guest: Hello. This is John Gordon speaking. Can I speak to Manager Mary Smith now?Operator: Yes. Ill put you through. She is on the line now. You can speak to her. Guest: Thanks. (speaking to Manager Mary Smith ) Manager Mary Smith?Man

24、ager: Yes, what can I do for you? Guest: Could you serve lunch for 200people for at least 3days ? We are planning to have a meeting here in your hotel.Manager: Sure. Our cafeteria can offer business lunch for nearly 300 people. Guest: Excellent.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)1Role-play the dialogue wit

25、h your partner.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)p One moment, please. Ill check it. Do you know his room number?p Pacific Hotel. May I help you?p Peter King. K-I-N-G.p Good morning. Mr. King. This is Port Davis, International Tourist Agency. Im calling about your travel tickets. p Hello, Peter King speak

26、ing.p No, Im afraid I dont.p Could I speak to Mr. Peter King, please?p Sorry, could you repeat the name again, please?p Ah, here we are Room313. Just hold the line and Ill put you through.Pair work. Decide which sentences are spoken by the caller , which by theoperator , and which by the guest . The

27、n, arrange the sentences to make a goodconversation.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Operator: Pacific Hotel. May I help you? Caller: Could I speak to Mr. Peter Johns please? Operator: Sorry, could you repeat the name again, please? Caller: Peter Johns. J-O-H-N-S. Operator: Do you know his room number? C

28、aller: No, Im afraid I dont. Operator: One moment, Ill check it. (pause). Ah, here we are Room 313. Just hold the line a moment please. Ill put you through. (pause) Guest: Hello, Peter Johns speaking. Caller: Good morning. Mr. Johns. This is Marry King from Beijing Tourist Agency. Im calling about y

29、our travel tickets. Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Pair work. Discuss what to say to the guest in the following situations and then write out the correct expressions.When you get a callThe line is engaged.You want to know whos calling1Hello. This is Jim speaking./Hilton Hotel./ Reception. / Information

30、 Desk. May I help you?Sorry, sir. The line is engaged. Would you try to call later?/ Would you wait a moment?Whos that speaking, please? Is that Mr. Lee speaking?Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) This is Mr. Lee speaking. Could you put me through to your manager? Hold on, please. Is that Mr. Jones speaki

31、ng? The line is engaged. Just a moment and Ill put you through.May I speak to Tom?Sorry, he is not in. Can I take a message? Would you mind waiting? Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Are you Mr. Davis?I am Jenny. Who are you?What do you want?Is that Mr. Davis speaking?This is Jenny.May I ask who is callin

32、g?Can I help you?.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) Who is calling? What is it in relation to? What is the call concerning? What is it about?Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)Shocking to FindDialogue 1:Operator: Hello. I am Marry Smith. Can I help you?Caller: Yes, Id like to speak to Henry Smith.Dialogue 2:Cal

33、ler: Hello. Are you Manager Lee?Manager Lee: Yes, who are you, please?Key:“I am Marry Smith.” should be replace by “This is Marry Smith (speaking).”Key: “Are you Manager Lee?” / “Who are you, please?” should be respectively replaced by :“Is that Manager Lee ( speaking)?”/ “Whos that speaking, please

34、?”Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)1Make short dialogues according to the following situations and do role-plays with your partners, using as many appropriate sentences as you can. Two guests want to stay in your hotel for a week. They call you to reserve a double room.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)enterta

35、in v. 招待 suggest v. 建議 purpose n. 目的Peephole n. 貓眼 chain n. 鏈子 safety n. 安全 ensure v. 確保 install v. 安裝 privacy n. 隱私responsible adj. 負(fù)責(zé)的delay n. 延緩 counter n. 柜臺(tái)assistance n. 幫助 avoid v. 避免dial v. 撥號(hào)Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō) Please leave your room key with the front desk when you check out or lea

36、ve the hotel. RMB50 will be charged for loss of a room key.Hotel English 酒店英語(yǔ)視聽(tīng)說(shuō)酒店英語(yǔ)視聽(tīng)說(shuō)You are requested to settle youre account with us when it reaches a credit limit of RMB10,000.Please contact our credit manager for any special credit arrangements.To avoid delays in case of heavy checkout volume, please allow 30 minutes for our cashier to prepare your bill.Should