自考商务英语沟通05002Unit3.ppt

Unit Three 3.1 Id like to speak to mobile phone phone booth Telephonist/operator话务 员，接线生 put you through extension connect Switchboard电话总机 laboratory application literature agent Golden rules for making phone calls Plan your call by making beforehand Talk slowly and clearly Listen carefully to what the other person says Note down important details (numbers, spellings, dates and times, etc) Check back that you have understood important details correctly Follow up the call with a fax, e-mail or letter, confirming the details. 3.2 telephone tips A first-time call to a stranger often involves mutual suspicion and uncertainty. Maybe fax or email ahead to say when youre going to call and what youre going to talk about, then both of you can be prepared and less time will be wasted. You can make everything easier if you speak clearly, slowly and carefully. The way that you speak has an enormous effect on the way your listener perceives you. Just saying Hello abruptly when you answer the phone may sound unfriendly, impatient. telephone tips The caller must try to establish links, such as mutual concerns or acquaintances and state his or her business clearly. Identify yourself or your department, so that the other person knows exactly who theyre dealing with. It makes a big difference if the person youre talking to on the phone knows you even if youve only corresponded. Always check back any important information youre noted down. Send a follow-up fax, email or letter if necessary. 3.2 Getting people to do things Stuffy Non-smoking zone Receipt Courier Prototype Sub-contract Stick-on labels Batches Theres been a mix-up about the labeling of product number 15437B Exponents to express requests Do you think you could help me with. Sure Could you, would you mind I wont be able to Id like you to do Im sorry but I cant Could you just Exponents to express offering to help Would you like a hand with If youre sure its no trouble Would you like me to Thats very kind of you Of course, yes, please Shall I I think Id prefer to do that myself because If you need any more help, let me know Asking permission Do you mind if I Im afraid we cant I