文秘专业英语课件Unit 3.ppt

文秘专业英语,EffectiveTelecommunications,Unit3,StudyObjectives,学习用英语与公司同事客户进行电话沟通的技巧学习用英语接听及拨打电话的常用语了解办公室接听电话的基本礼仪掌握电话留言及备忘录的写作格式与规范,TipsforPreparingaBusinessCall,Rememberthatabusinesstelephonecalliscomprisedofthreecomponents,thebeginningintroduction,themiddlebulkofthecall,andtheendsummingup.Sayeverythingthatyouneedtoinordertoexplainyourreasonforcalling.Statewhenyouwillreturnthecallorrequestthattheotherpersoncallyouback.Ifyouhavetoleaveamessage,beconcise.Lettheotherpersonknowatthebeginningofthecallifyouplantouseaspeakerphoneorrecordanypartoftheconversation.,Thefirstimpressionanyonegetsfromyouwillbelasting.Yourvoiceontheotherendofatelephonelineisthatfirstimpression.Youneedtoconductyourselfinaprofessionalmannerwhencallingpeopleforbusinesspurposes.Expectthesameresultsasyouwouldinanin-officemeeting.Hereareafewstepstohelpyoualong.,Contents,Dialogues,Susanisatheroffice,acallfromJudyBrontte,apotentialclientisreachingherfortheinquiryofanewproduct.,S:SusanBrownJ:JudyWilliamsS:ABCCompany.SusanBrownspeaking.J:Hello.ThisisJudyWilliamsfromMorganLimitedCorporation.IdlikesomeinformationaboutyourelectricaltoySuperBearII.S:Uhhuh.Thankyouforyourinquiry.ThatsanewproductofuswhichisinEuropeanmarket.Whatspecificinformationwouldyouliketoknow?,Part1,Part2,Part3,Part4,Part5,ongoodsale1,1.畅销品,Dialogues,J:Well,firstofall,howmuchdoesitcost?S:Therecommendedis$65.J:Wouldyoupleaseoffermeyourlowestquotation,.Ifyourpricesarefavorable,ourcompanywillplacetheorderrightnow.S:OK,ourquotationjustdependson.Andifyouplacealargeorder,wecanofferyouagooddiscount.J:Wouldyoupleasesendmethepricelistbyfax?Ourpurchasingmanagermayneedit.,Part1,Part2,Part3,Part4,Part5,retailprice2,2.零售价,CIFSanFrancisco3,3.旧金山到岸价,thesizeofyourorder4,4.订单的大小,Dialogues,S:Sure.Justaminute,Illgetthelistforyou.J:OK.S:Helloagain,Ihavegotthelistbeforeme.WouldyoupleaseturnonyourfacsimilemachineandgivemeasignalofreceivingsothatIcansendittoyouimmediately?J:Thatsgood.(Afteramoment,Judygotthepricelist.)J:Hello,Susan.Bytheway,whataboutdelivery?,Part1,Part2,Part3,Part4,Part5,Howsooncouldyoudeliver5?,5.多长时间出货?,Dialogues,S:ImafraidwedonthavetheSuperBearIIinstock.Imafraidyoumayhaveitattheendofthemonth.J:Itmeanstwoweekslaterfromnow?S:Thatsright.J:Then,thelastquestionisabout.Whatkindofwarrantydoyouoffer?S:Itisonemonthfromthedateofpurchase.,Part1,Part2,Part3,Part4,Part5,warrantyoftheproduct6,6.产品保质期,Dialogues,J:OK,Isee.Susan,IthinkIhavegotalltheinformationthatisneeded.AndIllreportittomybossimmediately.S:Thankyouforcalling.Ihopewecanhaveyourearliestreplyandfindthechancetoofferyouourbestservice.J:Thankyouforyourgoodintention.Illgetbacktoyouassoonaspossible.,Part1,Part2,Part3,Part4,Part5,Dialogues,S:SusanBrownC:ACallerfromthePioneerHotelS:Goodmorning.ABCcompany,Mr.HenryStevensonssecretaryspeaking.CanIhelpyou?C:Goodmorning.CanyouMr.HenryStevenson,please?S:.WhoshallIsayiscalling,please?C:Yes,mynamesHayWhitefromthePioneerHotel.,Part1,Part2,Part3,Part4,Part5,Susanisatwork,acallfromthePioneerHotelisringingonwhichMr.HenryStevensoniswanted,butheisatmeetingnow,soSusananswersthecall.,putmethroughto1,1.能帮我接通某人的电话吗?,Illseeifheisavailable2,2.让我看看他是否在(办公室),Dialogues,S:Iamsorry.Couldyouspellyoursurname,please?C:W-H-I-T-E.S:AndyouarefromPioneerHotel,P-I-O-N-E-E-R,right?C:Right.S:ImafraidMr.Stevensonisoutofofficeatthemoment.Andhewontbebackuntilthisafternoon.CanItakeamessageforyou?C:Yes,please.S:Andwhatsthemessage,sir?,Part1,Part2,Part3,Part4,Part5,Dialogues,C:Imcallingaboutaproblemwiththemeetingroomusedfortheseminarheldbyyourcompanynextweek.S:Sorry,didyousaytheseminarbeginon20June?C:Yes,thatsright.S:Then,whatstheproblem,please?C:Iwonderhowmanyparticipantswilltakepartinthatmeeting?ShallweS:OK.yes.Theproblemishowmanyparticipantstherewillbeatthemee-ingandwhetheryouneedtopreparedimsumanddrinksforthecoffee-break.,Part1,Part2,Part3,Part4,Part5,preparedimsumanddrinksforthecoffee-break3?,3.为会议休憩时间准备点心和饮料,Dialogues,C:Thatsright,yes.S:OK.Illgivehimthemessage.C:Thanks.Wouldyoupleasealsotellhimtogivemeareplyassoonaspossible?Yousee,thisisthepeakseasonforourhotelandweneedtomakeallthepreparationsforitinadvance.S:Noproblem.Illtakeitintothemessageaswell.C:Thanks.Youaresohelpful.S:Thankyouforcalling.Bye.,Part1,Part2,Part3,Part4,Part5,Dialogues,Part1,Part2,Part3,Part4,Part5,Dialogues,aprovincial/city-area/localcall省内/市区/本地电话switchboard总机anextension分机aninternationalcall国际长途anationalcall国内长途areacode区号directcall直拨电话intercom内部通话系统long-distancecall长途电话operator电话接线员emergencycall紧急电话,tohangup挂断电话toholdon/theline稍候勿挂断toringup打电话tocallforyou找你听电话todialthephone拨动电话号码topickupareceiver拿起听筒operator电话接线员operator-assistedcall由接线员转接的电话phonebooth电话亭phonedirectory电话簿phonenumber电话号码wrongnumber错误号码mouthpiece话筒,Part1,Part2,Part3,Part4,Part5,UsefulExpressions,请帮我找乔治格洛根先生听电话,1.CanIspeaktoGeorgeGrogan,please?,请帮我转拨分机号码108,2.CanIhaveextension108,please?,你好,我叫皮特布莱克,能帮我接通柯雷格梅因先生的电话吗?,3.Hello,mynamesPeterBlack.CanyouputmethroughtoMr.CraigMaineplease?,Part1,Part2,Part3,Part4,Part5,我打这个电话是要谈论关于出货的时间问题,4.Imcallingaboutaproblemwiththedeliverydates.,UsefulExpressions,刚才西蒙小姐打电话给我而我不在,我现在给她回话,5.JustnowMissSimoncalledmeandIwasntavailable,nowImreturninghercall.,你能转告他我今晚已经在马萨尔酒店订了晚餐,届时会在那里与他见面吗?,6.CouldyoutellhimIvebookedatableatMarcelsrestaurantthiseveningandIllmeethimthere?,抱歉,我会重新帮你接通电话请别挂机,7.Sorry,Illtrytoreconnectyou.Holdtheline.,Part1,Part2,Part3,Part4,Part5,UsefulExpressions,是的,请转告他阿兰亚伯拉罕打过电话给他了,8.Yes,please.CouldyoutellhimAlanAbrahamcalled?,密斯先生现在正在开会,我帮你把电话接到会议室去,9.Mr.Smithisatameetingatthemoment,Illreachhimintheconferenceroom.,Part1,Part2,Part3,Part4,Part5,早上好!先生我打电话是想了解一下有关轻松扫描仪IV型的情况,10.Goodmorning,sir.ImcallingtogetsomeinformationabouttheEasyscannerIV.,UsefulExpressions,抱歉!占线请问您是愿意不挂机还是让我帮您留言呢?,1.Imsorry,thelineisstillbusy,canyouholdonorletmetakeamessage?,是的,我会帮您转告需要他给您回电话吗?,2.Yes,Illtellhimthat.ShallIaskhimtocallyouback?,请您重复一下贵公司的名称,3.Couldyoupleaserepeatthenameofthecompany,please?,Part1,Part2,Part3,Part4,Part5,请问您是哪位?,4.Whoscalling,please?,UsefulExpressions,请问留言的内容是什么?,5.Andwhatsthemessage,please?,抱歉,安德鲁先生,我们经理今天一整天都要开会而且不接电话我会让他稍后给您回话,6.Imterriblysorry,Mr.Andrews,ourmanagerwillbeinconferencealldaytodayandhewonttakeanycalls.Illaskhimtocallyoubacklater.,Part1,Part2,Part3,Part4,Part5,他外出用餐了,您能过一个小时再打过来吗?,7.Hesoutforlunch.Wouldyouliketotryagainanhourlater?,UsefulExpressions,谢谢您的来电,并希望能为您提供服务,8.Weappreciateyourhavingcalledusandhopewecanbeofservice.,请问您有什么事情呢?,9.MayIknowwhatthiscallisabout?,Part1,Part2,Part3,Part4,Part5,早上好这里是大西洋公司的怀特小姐请问我能帮你做什么?,10.Goodmorning.ThisisMissWhiteofAtlanticCompany.MayIhelpyou?,SampleWriting,Whiletakingatelephonemessage,youwillfindpapermessagepadstomeeteveryneed.Askthecallertospellhername.Spellitbacktohertomakecertainyougotitright,askthecallerforhertelephonenumber.Repeatittohertoconfirmyouwroteitcorrectly,invitethecallertoleaveamoredetailedmessage.Afterthecall,recordthedateandexacttimeofthetelephonecall.Thisisespeciallyimportantifthecallercontactsyourofficemorethanonce.记录电话留言时,用现成的电话留言单能满足你的全部需要要求来电者拼写她的姓名,然后重复一遍以确保正确;询问她的电话号码,重复并确认;请来电者说出具体的留言信息挂电话后,记录准确的来电时间和日期很重要,尤其是当来电者不止一次电话联系你们的时候,Part1,Part2,Part3,Part4,Part5,SampleWriting,Sample,To_SamWHILEYOUWEREOUTAMDate:July14,2008Hour:PM_3:15_From:MaryAdams_OfHealthandSafetyCouncilCompanyPhone:39680672()Pleasephone()Cametoseeyou()Telephoned()ReturnedCall()CallBack()WillCallAgain()Important()UrgentMessage:CallbacktotellherthenextappointmentwithherwillbeonThursdayafternoonat3:00p.m.athisoffice.Signed:Ben_,Part1,Part2,Part3,Part4,Part5,SampleWriting,Inbusiness,aletterisusedtocommunicatewithsomeoneoutsidethecompany.Whenyouwishtowritetosomeonewithinyourcompany,youwillsendamemorandum.Becausetheinterofficememoformwasdevelopedtosavetime,theformalityofaninsideaddress,salutation,andcomplimentaryclosingisomitted.在商务往来中,如果跟公司外部的人沟通,我们会选择商务信函当你想以文字形式与公司内部人员沟通的时候,你会选择备忘录使用备忘录的目的就是节省书写时间,所以它省略了正式信函中的一些形式,比如信内地址,称呼和信末客套话,Part1,Part2,Part3,Part4,Part5,SampleWriting,Sample,Part1,Part2,Part3,Part4,Part5,To:CarlFowlerFrom:JaneLarsonSubject:SchedulingthefilmDate:July11,2008Wedbetterrearrangetheshowingschedulefornextweeksfilm.Asyouknow,wearegoingtoshowthefilm,TheWaroftheRedCliff,nextweekintheprojectionroom,whichholdsonlyfiftypeoplecomfortablywithoutovercrowding.Itisnotbigenoughforthewholestafftoseethefilmatthesametime.SoIsuggestweshowthefilmfortwice.Forexample,wecanarrange40peopletoseethefilmthereonSaturdayat7:30p.m.,andtheremaining40onnextTuesdayatthesametime.Iftheresanyproblemaboutthisarrangement,pleaseletmeknow.JaneLarsonc.c.StanClark,Exercises,Listentothefollowingpassagecarefullyandfillintheblanksaccordingtowhatyouhear.,While1,youmayknowverywell2thefollowingareforyourreference:Introduceyourselforremindthepersonyoucallof3atthebeginningofthecall.Findoutifthepersonyouarecalling4totalk.Ifnot,tryto5foryoutocallback.Usenotestohelpguideyouthroughthespecificsyou6.Thismaybetheonlychanceyoureallyhaveto7across.,Part1,Part2,Part3,Part4,Part5,makingabusinessCall,_,abouthow-to,_,isfullyavailable,_,youridentity,_,scheduleanappointment,_,getyourpoint,_,wanttomention,_,Exercises,Asktheotherpersontorepeatwhatyouaresaying8.Thisisimportantinensuringyouarebothonthesamepageandunderstand9Sticktothesubjectanddonotallowthebusinessconversationtodragoutwith10.Reviewtheimportantpointsofthediscussion,goingovereachpersons11.Endthecall12.Thanktheotherpersonfortheirtimesetanappointmentforanothercall(ifneeded)and13.Besuretowhowill14makethecall.,Part1,Part2,Part3,Part4,Part5,intheirownwords,_,whattheconversationisabout,_.,meaninglesschatter.,_,responsibilities,_,onapleasantnote,_,wishthemagoodday,_,setup,_,Exercises,AcustomerfromaFrenchcompanyismakingacallforyoutoinquireaboutthepriceandqualityofyourstationaryitems,asasecretary,youanswerthecallbutyouthinkitwouldbebettertogetthesalemanagertoanswerthecall.Afteryouconnectwiththesalesmanager,youtellthecustomertoholdtheline,thenputitthroughtheextension.,Part1,Part2,Part3,Part4,Part5,Exercises,3.InterpretthefollowingChineseexpressionsandcompletethedialogue.,A:Itseemsthatmanybusinessregardthetelephoneas1(与客户联系的最重要方式).B:Right.Sotheattitudethatthecallertowardthecompanyis2(初次电话的语调直接相关).A:Yes.Thenwhataretheadvantagesdoyouthink3(用电话谈公司业务)has,comparedwithwritingletters?B:Well,quitealot.Forexample,4(得体的声音和语调)canmakeagoodimageofyourcompany,whichisimportanttothesuccessofthebusiness.,Part1,Part2,Part3,Part4,Part5,theirmostimportantlinkwiththeircustomers,_,usingthetelephoneforcompanybusiness,_,oftendirectlyrelatedtothetoneofthefirstphonecall,_,propervoiceandtone,_,Exercises,3.InterpretthefollowingChineseexpressionsandcompletethedialogue.,A:Hmmm.5(树立良好的电话形象)isveryimportant.B:Moreover,thelivevoicemakesalistenerfeelmore6(富有人情味可信灵活的)anddirectly.A:Yeah.7,(打商务电话时)doyouneedtospendtimetalkingabouttheweatheroranyothersubjects?B:Absolutelyno.Youdbetter8(尽快直接进入正题).,Part1,Part2,Part3,Part4,Part5,Establishingapositivetelephoneimage,_,human,reliable,flexible,_,Inabusinesscall,_,gotothepointjustasquicklyasyouwould,_,Exercises,4.PracticalWriting.,Task1:Pleasewriteashorttelephonemessageaccordingtotheinformationgivenbelow.,Part1,Part2,Part3,Part4,Part5,Yourbossisatameetingthismorning.Mr.HingerfromTansyInternationalTradeCompanycalledhimat11:20a.m.abouttheorderquantityofyourtablewareproduct,anditisveryurgent.Mr.Hingersaidhewouldvisityourcompanytomorrowafternoonat2:30p.m.Soasthesecretary,youmayleaveamessagetoyourbossandaskhimtocallbacktoMr.Hingeratthefirstsightofthesliptoconfirmtheappointment.,Exercises,4.PracticalWriting.,Task2:Pleasewriteamemoaccordingtotheinformationgivenbelow.,Part1,Part2,Part3,Part4,Part5,SupposeyouarethesecretaryofthePersonnelDepartmentofacompanyandareorganizingafarewellpartyforacolleaguewhoisgoingtoretire.Writeamemoinabout100wordstoinformyourcolleaguesofthemeeting.,Exercises,5.ReadingActivity.,Withoutvisualcontacttocreateafavorableimpression,thetelephonenecessitatesthatyourelysolelyonyourspeakingskills.Onthephone,thewayyouareperceivedisdeterminedentirelythroughyourvoiceandchoiceofwords.Eventhemostpowerfullyplannedphonescriptneedsapolishedspeakertomakeiteffective.Usethese7tipstohelpyougetyourpointacrosswithconfidenceandpower.1.Speakslowlyandclearly.Whenspeakingonthephone,moretimeisneededtoabsorbwhatisbeingsaidthanwhenspeakinginpersonsoitsimperativethatyouslowdown.Enunciatecarefullyparticularlywhensayingyournameandthenameofyourcompany.Whenleavingamessage,repeatboth.,Part1,Part2,Part3,Part4,Part5,Exercises,5.ReadingActivity.,2.Speakwithenergy.Energyisnottobeconfusedwithvolume.Energyisthevitalitythevoiceneedstoconveyyourinterestinandenthusiasmforwhatyouresaying.Peopleareinfluencedbypeopletheyenjoyspeakingwith.3.Smilewithyourvoice.Setthetoneonthephonewiththefirstwordsyousay.Apleasantvoicewillholdthereceiversinterestwhilehelpingyouavoidspeakinginamonotone.Justthinkingofasmilewillautomaticallyreflectinyourvoice,andmakeitmoreappealingtolistento.Placeamirrorbeforeyouandsmileasthoughyouretalkingfacetofacewiththepersonontheotherendoftheline.,Part1,Part2,Part3,Part4,Part5,Exercises,5.ReadingActivity.,4.Usebodylanguage.Physicalactivityputsenergyandvitalityintoyourvoice.Itcanbeassimpleashandgesturesorasmile.Ifpossible,standandmovearound.Ifnot,sittallandusebodylanguage.Yourvoicewillsoundmoreinterestingandwillencouragepeopletobemorereceptivetoyourideasorsalespresentation.5.Listenattentively.Listenmore,talklessand,aboveall,dontinterrupt.Nooneappreciatesbeinginterrupted.Regardlessofhowwellyouspeak,youwillonlylosepointsforrudeness.Visualizethepersonyourespeakingwithtoremindyouthatyoureengagedinatwo-wayconversation.Letlisteningbeyournumberonepriority.,Part1,Part2,Part3,Part4,Part5,Exercises,5.ReadingActivity.,6.Stayfocused.Askquestionsthatforceyoutoconcentrateonwhatisbeingsaidandindicateyourinterestinthecustomersneeds.Alwaysallowthecustomertocompletehisorherthought.Youllleavethecustomerwiththeimpressionthatyouremoreinterestedinhis/herneedsthanyouareinmakingasale.7.Offertheoptionofholding.Beforeplacingaprospectorcustomeronholdaskiftheywouldcaretoholdorwouldprefertohaveyoucallbacklater.Effectivespeakingskillscandetermineyoursuccessorfailurewithacustomer.Withtimeandcarefulpractice,yourvoicecanbecomeyourgreatestasset.,Part1,Part2,Part3,Part4,Part5,Exercises,5.ReadingActivity.,1.Agoodimpressioninabusinesscalldependsonand2.isneededtotakeinonthephonethanface-to-faceconversation.3.willmakethepersonontheotherendofthelinemorelikelytolistento.4.Ifyouwanttoshowhowattentivelyyouarelisteningtoaphonecall,youmay,and.5.Whilemakingabusinesscallforthesalesofyourproduct,youhavetoindicate,Pleasefillintheblanksaccordingtowhatyouhavelearntfromthepassages.,Part1,Part2,Part3,Part4,Part5,yourvoice,_,choiceofwords,_.,Moretime,_,whatsbeingsaid,_,Apleasantvoicewithsmile,_,listenmore,_,thatyouremoreinterestedinhis/herneeds,_.,talkless,_,dontinterrupt,_,SocialEtiquette,Answeringthephoneatworkisasmalltask,performednumeroustimesduringtheday.Althoughitisasmalltask,itisimportanttodoitproperly.Thetelephoneisoftentheprimarymeansofcommunicatingwithclientsorcolleaguesinotherlocations.Thepersonontheotherendofthetelephonemaynotbefamiliarwithyouoryourwork.Whenyoutakeabusinesstelephonecallwithproperetiquetteyoucanconveyprofessionalismandcompetenceinamatterofseconds.,EtiquetteofAnsweringaBusinessCall,Part1,Part2,Part3,Part4,Part5,SocialEtiquette,1.Ifyourcompanydoesnotrequireascriptedgreeting,answerthephonewithyourname,“JaneDoe”.Youdonotwantthepersonontheotherendtoflounderorguessatwithwhomheorsheisspeaking.2.Forafriendlieropeninguseagreeting,suchas“Goodmorning,thisisJane”or“JaneDoe,howcanIhelpyou?”3.Speakclearlytoensureyourcallercanunderstandwhatyouaresaying.Ifyoutendtospeakquickly,slowyourspeechforeasiercomprehension.4.Yourcallermaytellyouhisorhernameafteryouprovideyours.Or,thecallermaystarttellingyouthepurposeofthecall.I