Making Telephone Calls 商务英语之电话用语

MakingTelephoneCalls电话约晤,Nov.30,2013,2,StudyPlan学习计划,3,StudyPlan学习计划,4,Makingphonecallscanbedifficult.Why?Youcannotseethepersonyouretalkingto,soyoucannotseehisbodylanguageand“read”hisface.与人通话可能会很难，为什么呢？因为你见不到与你对话的人，无法感知他的肢体语言或解读他的面部表情。Ihopethelecturewillhelpyouspeakonthephonewithconfidenceinbusinessandpersonalsituations.希望本讲助您在商务及私人电话英语中，能满怀信心从容以对。,WarmingUp,5,Howwouldyoumakeaphonecalltoyourbusinesspartner?你如何致电生意伙伴？Whatexpressionswouldyouusewhenyouareonaphone?通话时你会使用哪些用语？Howcouldyoubepoliteonaphone?通话时如何做到礼貌待人？,WarmingUp,6,StudyPlan学习计划,7,KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewanted当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语,KeysinMakingPhoneCalls通话秘笈,8,KeysinMakingPhoneCalls通话秘笈,KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewanted当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语,9,a.CEI,mayIhelpyou?(中国电器科学研究院,我能帮你忙吗?)b.Goodmorning/afternoon/evening,CEIoffice.(早上/下午/晚上好,这里是中国电器科学研究院办公室).c.CEI,towhomamIspeaking,please?(中国电器科学研究院,请问哪位?),Receiver:自报家门（Introducingyourcompanysname）询问来电者和被呼叫人（Askingwhoiscallingandwhombecalled）,10,a.Hello.ThisisDamonfromMediaCompany.(你好,我是美的公司的Damon).b.ThisisWufromIsrael.CanIspeaktoMr.Chow,please?(你好,我是来自以色列的吴先生,请找周先生听电话,好吗?)c.Hello.ThisisChowcalling.IdliketospeaktoMs.Leeplease.IsthisMs.Lee?(你好,这是小周打来的电话,我想和李小姐讲话,你是李小姐吗?)d.WouldyoupleaseconnectmewiththemarketingdepartmentonExtension23321?(请帮我接到内线电话是23321的市场部,好吗?),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?(让我确认一下,你是来自美的的Damon,对吗?).b.LetmeseeifJimisavailable./IllseeifJimisin.(我查看Jim是否在)c.Onemoment,please/Holdon,please/Justaminute,please/Pleasehold.(请一等)d.Illtransferyounow./PleaseholdandIllputyouthrough.（我帮您转接）,Receiver:确认呼叫者身份(Confirmation)及回复被呼叫者能否接听(Replyingwhethertheonewantedisavailable),12,Notes,extension分机/内线Transfer转接电话Confirm确认Available空闲的，可用的,13,KeysinMakingPhoneCalls通话秘笈,KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouarethewantedone当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthewantedoneisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语,14,Receiver:确认本身就是被呼叫者(Confirmation)及询问呼叫者身份(Asking),a.Thisisshe.Speakingplease.(我就是,请说吧.)b.CEI,Marinaspeaking.(我就是来自CEI的Marina,请讲。)b.MayIaskwhoiscalling,please?(请问是哪位打来电话?),15,a.ThisisStephenfromGree.TheressomethingIdliketodiscusswithyou.(我是格力公司的Stephen,我有些事情想和你谈一谈。)b.ThisisChow.Idliketoshowyouasampleofournewestproduct.Whencanwemeet?(我是周先生,我有个新产品的样本想拿给你看,不知我们什么时候可以见面?)c.Ifyouhavetime,Idliketomeetwithyouthisweek.HowaboutWednesdayat10:00A.M.inyouroffice?(假如你有空,我想这个星期和你见面,不如星期三早上十点钟,在你的办公室好吗?),Caller:向接听者表明自已的身份和致电事宜和相关理由(Introduction&Clarifyingreasonstobecalled),16,a.Well,letmecheckmyschedulefortomorrow.Thatwouldbefine.(让我再看看明天的日程安排表,嗯,没问题.)b.Tomorrowmorningwillbefine.Thetimesuitsforme.IthinkIwillbeavailablebythen.(明天早上没问题,那时间适合我,我想我那时一定有空的.)c.ImafraidIhaveanotherappointmentthatday.Howabouttomorrowmorninginstead?(很抱歉,那天我另有约会,可否改在明天早上如何?)d.Pardon?(您能再说一遍吗？),Receiver:确认是否明白呼叫者的致电事宜(Confirmation)及回复确认相关要求(Replying),17,Notes,Sample样品Schedule日程表Appointment约会,18,KeysinMakingPhoneCalls通话秘笈,KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewantedonthephone当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedonthephoneisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语,19,Receiver:解释被呼叫者不能接听电话的原因(Explainingwhycannotanswerthecall),a.Mr.Chowisntathisdeskrightnowandwillbebackshortly.WhoshallIsayiscalling,please?(周先生现在不在他的位子上,很快就会回来,请问您是哪位?).b.Hesbusynow/Hesnotavailablenow.(他现在很忙/他现在不方便接听你的电话)c.OnemomentpleaseImsorry.Mr.Chowisoutofoffice.Wouldyouliketoleaveamessage?(请稍等很抱歉,周先生刚走开,现不在办公室,你需留言吗?),20,a.Thatsok,Illwait/Iwillcallhimbackin10minutes/Iwillcallhimlater./MayIcallhimaround3:00P.M.yourtime?(没关系,我可以等的/十分钟后再打过来/我待会儿再打给他/你方时间3点时间左右我再致电,好吗?).b.MayIleaveamessage/MayItakeamessage/Wouldyoupleaseaskhimtocallmebackat3:00P.M/WouldyoupleasetellhimIcalled?(我能留个口信给他吗/可否转告他下午3点左右回我电话/告知我打过电话给他,好吗),Caller:回复接听者是否愿意等候被呼叫者(Replying)或请求需要接听者留言(Requiring),21,a.Letmeconfirmyournameandphonenumber.YouareDavid,D-A-V-I-D,at28129588.Isthatcorrect?(让我确认一下你的名字和电话号码,你是杨先生,电话是28129588,对吗?).b.YousaidyoudbearrivinginGuangzhouat9:00P.M.?(你说你将在今晚9:00钟到达广州,对吗?),Receiver:回复及确认呼叫者相关联系电话号码和留言内容(confirmationofTelNo.&message),22,KeysinMakingPhoneCalls通话秘笈,KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewantedonthephone当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedonthephoneisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语,23,*S:Secretary(秘书)*R:Receiver(被呼叫者),Secretary:代致电给被呼叫者(Callinginstead)询问接听者是否被叫者身份,解释其代电理由(Sayingwhy)a.Goodmorning,thisisSusanLee,secretaryofMr.Chow.CouldIspeaktoMr.DavidChan?(Yes,Davidspeaking)Mr.Chowaskedmetocallyouconfirmingwhetherwecanreceiveyourproductsampletomorrow.HeisonhisbusinesstriptoUSA.(早上好,我是苏珊,周先生的秘书.我想找陈戴维先生通话可以吗?你是陈戴维吧,周先生要我致电给你电话,想确定一下我们明天是否能收到你的产品样本,因为他出差去了美国.)b.Hello,Goodmorning,Mr.JohnLee,ThisisSusanLee,Mr.Chowssecretary.Mr.Chowhasaskedmetogiveyouacallaboutwhetherthedeliveryschedulehasbeenrevised.(喂,早上好,李约翰先生.我是周先生的秘书李苏珊.周先生要我给你电话,他想知道送货期是否改变了.),24,a.Certainly.Isentafaxmessageaboutthismatteryesterday.Everythingisokay.(当然,昨天我已发了传真给他告知这事情,一切如计划进行.)b.Unfortunately,theshipmenthasbeendelayedduetoatyphooninTaiwan.Weareterriblysorryfortheinconvenience.(因为在台湾有台风的关系,船期延迟了,我们对此事深感抱歉.),Receiver:向呼叫者表明其接听身份无误及确认明白代电事宜并回复相关问题(Answeringquestions),25,Secretary:确认已收到被呼叫者的回复(confirmation),a.Really?ThenIcaninformMr.Chowthateverythingisonschedule.Thanks!(真的吗?那我就和周先生说一切顺利吧,谢谢你了.)b.Alright.IlltellMr.Chowwhathappenedforthismatter.(既然如此,那我就将此事告知周先生吧.),26,Notes,Shipment装货Delivery交付Revise修改,27,KeysinMakingPhoneCalls通话秘笈,KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewantedonthephone当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedonthephoneisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语,28,Receiver:表达谢意或寄托希望（toshowyourgratitudeforcallingorexpressyourhopeandwishes）,Thankyouforcalling.谢谢你来电。Itwaskindofyoutocallme.感谢你打给我。Nicetalkingtoyou.很高兴跟你谈话。Callmeagainanytime.请随时再打电话给我。MybestwishestoJane.请代我问候珍妮。Letskeepintouch,good-bye.保持联络，再见。SeeyounextTuesday,then.那么下周二见。.,29,StudyPlan学习计划,EtiquetteonaPhone通话礼仪,30,Answerthephonebeforethe3rdring第三声铃响之前接起电话Makesureyourgreetingsareprofessional使你的招呼语听着很职业Bepreparedbeforeyoumakeoranswerthephone打电话、接电话之前做好准备Beanactivelistener做一个主动的聆听者Takenotesasyoutalkonthephone边通话边做记录Talkclearlyandslowly说话清晰，语速缓慢Returnphonecallspromptly及时回复来电,Etiquetteonaphone,31,Wedontdothat.YoumustYouhavetoYououghtWhoareyou?,Unfortunately,wedontofferthatservice,butwecanofferyouinstead.CouldyoupleasebesokindastoMayIasktowhomIamspeakingto?,Donts,Dos,Etiquetteonaphone,32,Etiquetteonaphone,Listentothedialoguesandtrytofollowthemwordbyword.,33,StudyPlan学习计划,EtiquetteonaPhone通话礼仪,34,A:Goodafternoon,SalesDepartment.MayIhelpyou?下午好，销售部，我能帮你什么忙吗？B:CouldIspeaktoMr.Bush,please?可以和Bush先生说话吗？A:Illseeifheisavailable.WhoshallIsayiscalling,please?我要看一看他是否在。请问我得告诉他谁打来的？B:JohnSmith.A:Holdtheline,please.Mr.BushisinameetingwiththeManagingDirectoratthemoment,Imafraid.CanIhelpyou?请别挂机，Bush先生正在和总经理开会，我可以帮你忙吗？,Dialogues,35,B:Well,Iwanttodiscusswithhimthenewcontractwesignedlastweek.好的，我想跟他讨论一下我们上星期签订的合同。A:Idontthinkthemeetingwillgoonmuchlonger.ShallIaskhimtocallyouwhenheisback?我想会议不会开得太久，我让他有空给你打电话，好吗？B:Yes,thatwouldbefine.是的，那样最好了。A:CouldIhaveyournameagain,please?请再一次告诉我你的姓名，好吗？B:Yes.ItsJohnSmith.好的，我叫JohnSmith。,Dialogues,36,A:OK.YoullbehearingfromMr.Bushlaterinthemorningthen,Mr.Smith.好的，Smith先生，早上晚些时候你会收到Bush先生的电话。B:Thankyouforyourhelp.Good-bye.谢谢你的帮助，再见。A:Youarewelcome.Good-bye.别客气，再见。,Dialogues,37,Notes,Salesdepartment销售部ManagingDirector总经理，常务董事,38,WorkinPairs,Case1YouarecallingMr.WangfromGreetofixthetime&placeyoumeetforabusinessnegotiation.情景1你致电给格力的王先生商定商务谈判的时间和地点。你的搭档扮王先生。Case2YouarecallingMr.Yangforsomedetailedinformationoftheirproducts,buthehappenstobeawayforthemoment.AndyourpartneractsassecretaryofMr.Yang.情景2你致电给王先生咨询他们的产品事宜，而王先生恰好不在。假设你的搭档是王先生的秘书。,Dialogues,39,Case3YourbossasksyoutocalltoDavidtomakeaninquiryfortheirpowdercoatingkneader.AndyourbossisrightnowonabusinessvisitinBirmingham.情景3你的上司正在访问英国伯明翰，他让你代他致电给David对他们的粉末涂料生产设备询盘。你的搭档扮David,Dialogues,40,Dictation.mp3Dictation.docx,Dialogues,41,StudyPlan学习计划,Glossary词汇,42,Glossary-MAKINGTELEPHONECALLS-,areacode区域号码cable打国际电报connect接电话faxmachine传真机telephonedirectory电话簿facsimile传真outsideline外线telegraph电报extension内线分机telegram电报电信文telex电传打字机ontheline在听电话putyouthrough帮你接astationtostationcall叫号电话collectcall对方付费电话justamoment/holdon/justaminute,please请稍等,43,appointment约会会晤message口信available有空reservebook预约cancellation取消confirmation确认dayoff休假mytime当地时间inquiry询盘yourtime对方国家时间convenient方便的contact联络reconfirm再确认schedule时间表tight时间紧inconvenient不方便的cancel取消roundtrip来回l旅程departuredate出发日期checkout退房checkin入住customsregulation海关条例arrivaldate到达日期asingleroom单人房adouble-beddedroom双人房,Glossary-MAKINGAPPOINTMENT-,44,KEYEXPRESSIONS,A:打出/接听电话时一开口说话的语言表达Thisis/Isthis(我是/你是)Speaking/Yes.(我就是)MayIspeakto/talkto(我可以找听电话吗)Whoscalling(请问哪位打来?)TowhomamIspeaking,please?(请问你哪位?)Whomareyoucalling?(你要找听电话?)Howdoyouspellyourname,please?(你是怎么拼写你的名字?)Answer:Thats(那就是)B:说明指定接听人因故无法接听的语言表达Heisonthephone/talkingonanotherline.(他正在讲电话/他正在听其它电话)Heisinameeting(他在开会)Heisbusynow/notavailablerightnow(他现在正忙/现在不方便接听电话)Sheisnotinthemoment(她刚走开了)Sheisgonefortheday(她今天已经回去)Shehasthedayofftoday(她今天休假)Sh