商务英语Unit3.ppt

Unit3Onthephone,Contents,3.1Typesofphonecallandtel.directories3.2Processofmakingabusinessphonecall3.3Skillsformakingdifferentphonecalls3.4Leavingamessage3.5Telephonealphabetandsymbols3.6Dealingwithansweringmachine,3.1Typesofphonecall,LocalcallsIntercomcallsLongdistance/trunkcallsperson-to-personcallstation-to-stationcallcollectcall/reversecallinternationaltrunkcallInternationalDirectDialingSystem(IDD)e.g.0014156666526internationalcodetheUScodecodeofLosAngelesreceiverstel.number,DifferencesofmakingphonecallsinGBandinAmerica,Telephonedirectories,Yellowpages(Classified)forbusinessinstitutionsarrangedinnamesofprofession(e.g.Bank,Hotel,Restaurant).WhitepagesforhouseholdsarrangedinalphabeticalorderBluepagesforgovernment,3.2Processofmakingabusinessphonecall,YoullhearSylviaPereztryingtoarrangeanappointmentwithDrHenderson,HeadofResearchatRichmondandCo.Ltd.Asyoulisten,makealistofthethingsthatwentwrong:MisunderstandingsMistakesthatthespeakersmadeBadtelephonestyleorbehavior,Whatswrongwitheachofthem?,(unintelligible)andCompanyMrAndersonHuh!Well,Illtry/DrBillHendersonOh,hello.Perez:P-E-R-E-Z.LaboratorymeasuringequipmentApril11that10oclockThatsright.Yes,2.50.Perex,Goldenrules:,Planyourcallbymakingnotesbeforehand.Talkslowlyandclearly.Listencarefullytowhattheotherpersonsays.Notedownimportantdetails(numbers,spellings,datesandtimes,etc.).Checkbackthatyouhaveunderstoodimportantdetailscorrectly.Followupthecallwithafax,e-mailorletter,confirmingthedetails!,Usefulfunctions!,Answeringthephone*Goodmorning,JacksonEnterprises,SallyJonesspeaking.*Thisisspeaking.*HowcanIhelpyou?*Couldyouspeakup,please?*AmIspeakingto?*Couldyouspellthatplease?*Whowouldyouliketotalkto,sir/madam?*Onemomentplease,IllseeifMrJonesisavailable.,Puttingsomeonethrough*Illputyouthroughto*Illconnectyouto*Illputontheline*Imsorry,theresnoreplyfromMrJones.,Puttingsomeoneonhold*Justamoment,please.*Holdon,please.*Holdtheline,please.,Problems*Imsorry,Idontunderstand.*Icannothearyouverywell.*Youmusthavedialledthewrongnumber.*Ivetriedtogetthroughseveraltimes,butitsalwaysengaged.,Askingforsomeone*Idliketospeakto*CouldIspeaktosomeonewho*CouldyouputmethroughtoMr.Jones,please?,Askingsomeonetocallback*Thankyouforwaiting.ImafraidMrJonesisnotinatthemoment.*Imsorry,MrJonesisinameeting.*Can/Couldyoucallbacklaterintheday?,Practice!,Followtheflowcharttopractisemakingaphonecall,usingthefunctionswevejustlearnedandpayattentiontoyourmanner.Tosimulatethesituationofatelephoneconversation,youandyourpartnermustsitback-to-back.ABAsktospeaktoMrAnderson.Hesinameeting.Askwhenhellbefree.Youdontknow.Offertofindout.Sayyoullwait.Hewontbefreetillafter6pm.Youwanthimtocallufirstthingtomorrow.Findoutcallersnameandnumber.Giveyour(real)nameandnumber.Notedowntheinformaitonandsayuwillleavethemessageonhisdesk.Saythanksandgoodbye.,3.3Skillsformakingdifferentphonecalls,RequestingYoullheartwocolleaguesonthephone.Puta“T”or“F”toshowifTERRYagreesorrefusestodothesethingsforJane.sendacopyofthereport()arrangeaccommodation()callSandyinNewYork()translateadocumentintoEnglish()checkherpunctuationandspelling(),Idlikeyouto,please.Couldyouasktoforme?Couldyou,please?Doyouthinkyoucould?Wouldyoumind-ing?,Sure.Certainly.Iwontbeableto,becauseImsorrybutImafraidthatsnotpossible,because,OfferingtohelpYoullheartwomorecolleaguesonthephone.Puta“T”or“F”toshowifSALLYacceptsorrejectseachofBillsofferstohelp.checktodayscorrespondence()callataxifortheairport()checkherhotelbooking()dealwiththeweeklyreport()callAmsterdam(),CanIgiveyouahand?Wouldyoulikeahandwith?ShallI?Wouldyoulikemeto?Ifyouneedanyhelp,justletmeknow.,Yes,please.Thanksalot.No,thanks,IthinkIcanmanage.Thatsverykindofyou,butIthinkIdprefertodothatmyselfbecause,AskingpermissionYoullheartwopeopletalkinginanoffice.Puta“T”or“F”toshowiftheHOSTgiveshispermissiontothevisitortodothesethings:openthewidow()takeoffhisjacket()smoke()usethephonetobookatableforlunch()callhisoffice()sendafaxtoCanada(),MayI?DoyoumindifI?CouldI?IsitallrightifI?DoyouthinkIcould?,Sure,goahead.Byallmeans.No,Imafraidyoucant,becauseImsorrybut,3.4Leavingamessage,Youllhearaphonecall.Andbelowisamessagenoteddownbyasecretary:*ifitisyouwhoansweredthephoneandyouhavetotakethemessage,whatimprovementwouldyoumake?*whataretheimportantpointstoconsiderwhenyouhavetotakeamessage?Herearemoreexercises!,MrBrownorBrauncalledaboutTuesday.WantsyoutoCallhimbacklater.,Usefulfunctions!,Takingamessage*CanItakeamessage?*Wouldyouliketoleaveamessage?*CanIgivehim/heramessage?*IlltellMrJonesthatyoucalled.*IllmakesureMrJonesringsyouassoonaspossible.*Atwhatnumbercanyoubereached?,3.5TelephoneAlphabetandsymbols,Thefollowingalphabetisusuallyusedbythemilitary,police,air-trafficcontrolandemergencyservices.,Herearesomesymbolsyoumayneedtosayonthetelephone.,3.6Dealingwithansweringmachines,Doyouhaveanyexperiencewithanansweringmachine?W