文秘英语商务电话.

1、 文文 秘秘 英英 语语 商务电话商务电话 Business Call n考查课 n形成性成绩占总评成绩30%，期末成绩 占总评70% n考试题型：词汇、补全对话、填空题、 论述、案例分析题、翻译、写作等 nMaking phone calls can be difficult， why？ You cant see the person you are talking to, so you cant see his body language and read his face. Preparing for the Business Call nStep 1 nRemember that a

2、business telephone call comprised of 3 components: the beginning introduction，the middle bulk of the call，and the end summing up. nStep 2 nSay everything that you need in order to explain your reason for calling. State when you will return the call or request that the person call you back. If you ha

3、ve to leave the message, be concise. nStep 3 nLet the other person know at the beginning of the call if you plan to use a speaker phone or record any part of the conversation. Words nbe comprised of n由组成 nThese studies may be comprised of either basic animal or human research or both. n这些研究包含基本动物和（或

4、）人类研究。 今年将由39个工作周和13周假 期组成。 nThe year will be comprised of 39 work weeks and 13 weeks of vacation. nbulkblk nn. 体积，容量；大多数，大部分；大块 nDo you know if a piece of lead will weigh down an equal bulk of iron? n你知道一块铅是否比同样体积的铁重? 翻译：翻译： n印度的大部分投资在尼日利亚。 nThe bulk of Indian investments were in Nigeria. nsum up n

5、总结；概述；计算总结；概述；计算的总数的总数 One voter in Brasilia summed up the mood Politicians have lost credibility, he complained. 一位巴西利亚选民简述了人们的心情 “政治家们已丧失信誉，”他抱怨道。 翻译：翻译： n然后，他总结了一下我们大家的意见。 nThen he summed up our opinions. nConcise knsas nadj. 简明的，简洁的简明的，简洁的 nHowever, if possible, it is good practice to avoid them

6、 where po ssible to keep the code concise. n但是，好的实践方法是：如果可能，尽 量避免使用它们，从而保持代码简练。 翻译：翻译： n在运动中你的动作应该是缓慢和简练的。 nYour movements during exercise should be slow and concise. How to Make a Business Call nStep 1 nIntroduce yourself or remind the person of your identity at the beginning of the call. nStep 2 n

7、Find out if the person you are calling is fully available to talk. If not, try to schedule an appointment for you to call back nStep 3 nUse notes to help guide you through the specifics you want to mention. nStep 4 nAsk the other person to repeat what you are saying in their own words. This is impor

8、tant in ensuring you are both on the same page and understand what the conversation is about. nStep 5 nStick to the subject and do not allow the business to drag out with meaningless chatter. nStep 6 nReview the important points of the discussion, going over each persons responsibilities. nStep 7 nE

9、nd the call on pleasant note. Thank the other person for their time, set an appointment for another call (if needed) and wish them a good day. Be sure to set up who will make the call. Words nguide you through 指导 nThe essential sections of this article guide you through these step s for setting up d

10、istributed testing by installing software on the clie nt machines. n本文的本质内容是指导您通过在客户端机器上 安装软件，完成这些步骤来设置分布式的测试。 Stick to 坚持 nIts impossible if you stick to the rules. n如果你坚持按规矩办事，那这事就得告吹。 一旦你确定了时间，坚持它。 Once you have your time, stick to it. Useful expressions : Telephoning Answering the phone nGood mo

11、rning/ afternoon/ evening, Jackson Enterprises, XX speaking. nThis is speaking. nHow can I help you? nCould you speak up, please? nWhos speaking, please? nAm I speaking to ? nCould you spell that please? nWho would you like to talk to, sir/ madam? nOne moment please, Ill see if Mr Jones is available

12、. Asking for someone nId like to speak to nCould I speak to someone who nCould you put me through to Mr Jones, please? Problems nIm sorry, I dont understand. nI cannot hear you very well. nYou must have dialed the wrong number. nIve tried to get through several times, but its always engaged. Putting

13、 someone through nIll put you through to nIll connect you to nIll put on the line. nIm sorry, theres no reply from Mr Jones. Putting someone on hold nJust a moment, please. nHold on, please. nHold the line, please. Asking someone to call back nThank you for waiting. Im afraid Mr Jones is not in at t

14、he moment. nIm sorry, Mr Jones is in a meeting. nCan/ Could you call back later in the day? Taking a message nCan I take a message? nWould you like to leave a message? nCan I give him/her a message? nIll tell Mr Jones that you called. nIll make sure Mr Jones rings you as soon as possible. nAt what n

15、umber can you be reached? Dialogue 1 nA: Hello, IBM, Alice speaking, how may I direct your call? nB: Hello, is your boss in? nA: Please hold, while I checksorry sir, he is out, may I take a message? nB: Please tell your boss that John Smith called, have him call me back! nA: Ill take care of that ri

16、ght away. Is there anything else? nB: No, thats all. nA: Goodbye and have a nice day! nB: You too, bye! Dialogue 2 n听写下列对话。 nA : Good morning. Hudson Textile Company. nA:早上好!这里是哈德逊纺织品公司。 nB: Good morning. Could I speak to. Mr. White, please? nB:早上好!请叫怀特先生听电话。 nA: Yes. Hold the line, please. Hello, I

17、m afrai d Mr.White is completely snowed under at pre sent. Heshouldnt be free until 11 oclock. Ca n I take a message? nA:好的，请稍等喂，怀特先生现在根本走 不开，直到11点才有空。需要我转告一下吗? nB: Of course. Could you ask him to call me ba ck? Its about the sample of article No.067. nB:当然，请叫他给我回电话，是有关067号货 的样品。 nA: Yes. Whats your

18、 name, please? nA:可以，请问您贵姓? nB: This is Aram of Trans- America Clothing. nB:我是泛美服装公司的艾拉姆。 nA: Mr. Aram. Does he have your numbe r? nA:艾拉姆先生，他有您的电话吗? nB: Yes , but Ill give it to you again. Its 82345678. nB:知道，但我还是跟你说一下， 82345678。 nA: Thank you, Mr. Aram. Ill give Mr. Wh ite the message. nA:谢谢，艾拉姆先生，

19、我会转告怀特先 生。 Telephoning Effectively Telephoning in a language which is not your own is not easy. You should be aware that the person you are speaking to may have difficulties too. Therefore keep the following points in mind: nSpeak clearly. nDo not speak too fast. nConfirm what you have understood. T

20、his is especially important if the other person gives addresses or dates. nBe polite. Start and end the conversation politely. nBe efficient. nKnow the telephone alphabet. This is particularly important if you have to spell names and addresses. nKnow frequently used expressions. nListen carefully, s

21、o that you do not need to ask the other person to repeat information. International Telephone Alphabet Letter Telephone alphabet Letter Telephone alphabet A Alfred P Peter B Benjamin Q Queen C Charles R Robert D David S Samuel E Edward T Tommy F Frederick U Uncle G George V Victor H Harry W William

22、I Isaac X X-ray J Jack Y Yellow K King Z Zebra L London M Mary N Nellie O Oliver Supplementary Reading Work on the following text and try to comprehend the main idea of the text. Telephone Etiquette The first and most important point concerning the professional use of the telephone is the attitude t

23、owards any caller. The telephone is the lifeline of the company with the outside world, and those who call in should be considered potential business prospects. Everyone who uses an office telephone should remember that a friendly, helpful, and efficient call can make the difference between success

24、and failure with the caller. 1. Answer the telephone by the third ring answer the telephone or make sure your answering machine will answer the call after the third or fourth ring. Do not let the telephone ring endlessly. Many of us say how we “hate” speaking into these answering machines, but at th

25、e same time we also hate not having the option of leaving a message. 译文 Supplementary Reading 电话礼仪电话礼仪 专业使用电话的最重要的一点是对所有来电者的 态度。电话是公司与外界的生命线，打电话的人应当 被认为会给公司带来潜在业务机会。使用办公室电话 的所有人应当记住，态度友善、有益、有效的电话影 响着与来电者关系的成败。 1. 铃响三声后，接电话：电话铃响三、四声后，接 电话，或保证录音电话开始运行。切勿让电话响个不 停。我们中的许多人说，我们如何“讨厌”对这些录 音电话说话，但与此同时，我们同样讨

26、厌不能留口信。 2. Make sure your greeting is professional make sure your greeting is short but professional. Before recording a message on your answering machine, write it down and repeat it several times. Play it back and listen to your own voice speaking. Is your message too fast? Is it too slow? Make su

27、re your greeting sounds professional and clear. Give the caller clear instructions of what to do when leaving a message. 3. Be prepared before you answer the telephone have a pencil and a pad of paper ready when you answer the telephone. Be prepared to be an “active” listener, taking notes of what t

28、he caller says. It is important to write down the name of the person and to say it during the conversation. People “love” to hear their own names. 译文 2. 保证你的问候符合专业操守：保证你的 问候精悍简练，但符合专业操守。录音电话录 下信息前，记下信息，多次重复信息内容。重 放录音，聆听自己的声音。你的语速是否太快？ 是否过慢？保证你的问候听起来符合专业水准， 且发音清晰。清楚地告诉来电者如何留言。 3. 回电前，做好准备：回电话时，提前准 备好

29、铅笔和信签纸。准备好做一个积极的聆听 者，记下来电者所说的内容。重要的是，记下 来电者的姓名，谈话间，提及对方姓名。人们 “喜欢”听到自己的名字。 4. Be an “active” listener take notes as you listen and speak. Let the caller know that you are taking notes, for this will be a signal for him/her not to speak too fast. Ask for the correct spelling of his/her name, which may

30、 be unique. Therefore, dont assume that it is spelled the same as other peoples names. 5. Return telephone calls promptly! to me, this is the most professional telephone habit people should have. Be that person who DOES return telephone calls. Many people DO NOT return telephone calls! I have left n

31、umerous messages with people and companies who DO NOT return telephone calls. Quite often I have received a call from someone asking to order one of my products and I spend days, even weeks trying to contact them. I always try to return telephone calls within four hours, regardless of where I am. Pe

32、ople who know me know that I am prompt in returning telephone calls. 译文 4. 做“积极”的聆听者：聆听和说话的同时，记 笔记。让来电者知道你正在记笔记，因为这将向对 方表示他/她不要说得太快。询问对方姓名的正确拼 写方法，因为他/她的名字拼写可能独一无二。因此， 切勿想当然地把对方名字写成和其他人的名字一样。 5. 及时回电。对我而言，这是人们最应具备的专 业电话礼仪。做回电话的人。许多人，不回电话。 我给那些不回电话的人和公司留下了无数信息。我 经常收到某人打来的电话，要求订购我的一种产品， 我花费数天，甚至数周试图联系

33、他们。不论在哪儿， 我总是尽量在4小时之内，回复电话。认识我的人知 道，我是一个及时回电的人。 6. Check your messages frequently if often you are not at your office, check your messages several times a day. People may be wanting to contact you urgently. 7. Do not speak too fast! slow down when you are leaving a message, especially if you have an

34、 accent. I receive many messages that I cannot understand what the person is saying. Even worse, I cannot write fast enough, and I find myself replaying the message several times before I can write down the whole message 1. 8. Pronounce your name clearly pronounce your name slowly and clearly, espec

35、ially if it is not a very common one. Spell it slowly if necessary. Allow people to get the correct spelling of your name. 译文 6. 经常查收信息留言：如果你经常不在公 司，一天数次检查信息留言。人们也许迫切希 望联系到你。 7. 不要语速太快：留言时，放慢语速，如 果你有地方口音，尤应如此。我收到许多信息， 我不能理解说话人正在说什么。更糟糕的是， 我记录不够快，因此，我要重复播许多次才能 记下整个信息。 8. 清晰说出你的名字：语速缓慢、发音清 晰的说出你的名字，尤其是你的名字与众不同 时，尤该如此。必要时，慢慢拼出全名。要人 们能够正确拼写你的名字。 9. Slow down when saying your telephone number this is the biggest complaint I have when people leave their teleph