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(duì)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(duì)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?jiàn)不到與你對(duì)話的人，無(wú)法感知他的肢體語(yǔ)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(yǔ)中，能滿懷信心從容以對(duì)。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(yǔ)？Howcouldyoubepoliteonaphone?通話時(shí)如何做到禮貌待人？5

WarmingUp6EtiquetteOnthePhone電話禮儀Dialogues對(duì)話WarmingUp熱身KeysinMakingCalls通話秘笈Glossary詞匯

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

通話開(kāi)場(chǎng)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(chǎng)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(yǔ)

KeysinMakingPhoneCalls

通話秘笈

8

KeysinMakingPhoneCalls

通話秘笈

KEY1Howtostartaphonecall

通話開(kāi)場(chǎng)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(chǎng)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(yǔ)

9a.CEI,mayIhelpyou?

(中國(guó)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(guó)電器科學(xué)研究院辦公室).c.

CEI,towhomamIspeaking,please?

(中國(guó)電器科學(xué)研究院,請(qǐng)問(wèn)哪位?)

Receiver:

自報(bào)家門(mén)（Introducingyourcompany’sname）

詢問(wèn)來(lái)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(lái)自以色列的吳先生,請(qǐng)找周先生聽(tīng)電話,好嗎?) c.Hello.ThisisChowcalling.I’dliketospeaktoMs.Leeplease.IsthisMs.Lee?

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

(請(qǐng)幫我接到內(nèi)線電話是23321的市場(chǎng)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(lái)自美的的Damon,對(duì)嗎?).b.LetmeseeifJimisavailable./I'llseeifJimisin.(我查看Jim是否在)c.Onemoment,please/Holdon,please/Justaminute,please/Pleasehold. (請(qǐng)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(tīng)(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(kāi)場(chǎng)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(chǎng)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(yǔ)

14

Receiver:確認(rèn)本身就是被呼叫者

(Confirmation)

及詢問(wèn)呼叫者身份

(Asking)

a.

Thisisshe.Speakingplease.

(我就是,請(qǐng)說(shuō)吧.)b.CEI,Marinaspeaking.(我就是來(lái)自CEI的Marina,請(qǐng)講。) b.MayIaskwhoiscalling,please?

(請(qǐng)問(wèn)是哪位打來(lái)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(jiàn)面?) c.Ifyouhavetime,I’dliketomeetwithyouthisweek.HowaboutWednesdayat10:00A.M.inyouroffice?

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

Caller:向接聽(tīng)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(méi)問(wèn)題.) b.

Tomorrowmorningwillbefine.Thetimesuitsforme.IthinkIwillbeavailablebythen.

(明天早上沒(méi)問(wèn)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(shuō)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(kāi)場(chǎng)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(chǎng)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(yǔ)

19Receiver:

解釋被呼叫者不能接聽(tīng)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(lái),請(qǐng)問(wèn)您是哪位?).b.He’sbusynow/He’snotavailablenow.(他現(xiàn)在很忙/他現(xiàn)在不方便接聽(tīng)你的電話)c.Onemomentplease…I’msorry.Mr.Chowisoutofoffice.Wouldyouliketoleaveamessage?(請(qǐng)稍等……很抱歉,周先生剛走開(kāi),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(méi)關(guān)系,我可以等的/十分鐘后再打過(guò)來(lái)/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(guò)電話給他,好嗎)Caller:回復(fù)接聽(tīng)者是否愿意等候被呼叫者(Replying)

或請(qǐng)求需要接聽(tīng)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(duì)嗎?).b.

Yousaidyou’dbearrivinginGuangzhouat9:00P.M.?

(你說(shuō)你將在今晚9:00鐘到達(dá)廣州,對(duì)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(kāi)場(chǎng)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(chǎng)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(yǔ)

23

*S:Secretary

(秘書(shū))

*

R:Receiver

(被呼叫者)

Secretary:

代致電給被呼叫者(Callinginstead)詢問(wèn)接聽(tīng)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(shū).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?guó).)

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(shū)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(duì)此事深感抱歉.)Receiver:向呼叫者表明其接聽(tīng)身份無(wú)誤及確認(rèn)明白代電事宜并回復(fù)相關(guān)問(wèn)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(shuō)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(kāi)場(chǎng)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(chǎng)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(yǔ)

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

Thank

you

for

calling.謝謝你來(lái)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(qǐng)隨時(shí)再打電話給我。

My

best

wishes

to

Jane.

請(qǐng)代我問(wèn)候珍妮。

Let’s

keep

in

touch,

good-bye.保持聯(lián)絡(luò)，再見(jiàn)。

See

you

next

Tuesday,

then.那么下周二見(jiàn)。

.2829

KeysinMakingCalls通話秘笈Dialogues對(duì)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(yǔ)聽(tīng)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(tīng)者Takenotesasyoutalkonthephone

邊通話邊做記錄Talkclearlyandslowly

說(shuō)話清晰，語(yǔ)速緩慢

Returnphonecallspromptly

及時(shí)回復(fù)來(lái)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(duì)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(shuō)話嗎？A:I’llseeifheisavailable.WhoshallIsayiscalling,please?

我要看一看他是否在。請(qǐng)問(wèn)我得告訴他誰(shuí)打來(lái)的？B:JohnSmith.A:Holdtheline,please.Mr.BushisinameetingwiththeManagingDirectoratthemoment,I’mafraid.CanIhelpyou?請(qǐng)別掛機(jī)，Bush先生正在和總經(jīng)理開(kāi)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(kāi)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(qǐng)?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(jiàn)。A:Youarewelcome.Good-bye.

別客氣，再見(jiàn)。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(shū)。

38

DialoguesCase3YourbossasksyoutocalltoDavidtomakeaninquiryfortheirpowdercoatingkneader.AndyourbossisrightnowonabusinessvisitinBirmingham.

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

DialoguesDictation.mp3Dictation.docx40

Dialogues41

Expressions表達(dá)方式Dialogues對(duì)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(guó)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(tīng)電話putyouthrough

幫你接

astationtostationcall

叫號(hào)電話collectcall

對(duì)方付費(fèi)電話justamoment/holdon/justaminute,please請(qǐng)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(pán)yourtime

對(duì)方國(guó)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(lái)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(tīng)電話時(shí)一開(kāi)口說(shuō)話的語(yǔ)言表達(dá)Thisis/Isthis…(我是/你是…) Speaking/Yes.(我就是)MayIspeakto/talkto(我可以找…聽(tīng)電話嗎)Who’scalling(請(qǐng)問(wèn)哪位打來(lái)?)

TowhomamIspeaking,please?(請(qǐng)問(wèn)你哪位?)Whomareyoucalling?(你要找…聽(tīng)電話?)Howdoyouspellyourname,please?(你是怎么拼寫(xiě)你的名字?)Answer:That’s……(那就是……)B:說(shuō)明指定接聽(tīng)人因故無(wú)法接聽(tīng)的語(yǔ)言表達(dá)Heisonthephone/talkingonanotherl