秘书英语：Unit 5

1、Unit 5 How Does a Secretary Handle Phone Calls?本单元教学要求：1 掌握接打电话的技巧2 学写介绍信3 了解外交等相关知识Section 1 Making & Answering Phone Calls一、 背景知识接打电话是秘书工作当中十分重要的一部分。秘书的对外形象代表着公司的形象。因此，在接打电话时应注意礼貌和高效。首先，应尽快向对方说明自己的身份。如果需要找人，应请对方“稍等”，如果被找的人不在，应有礼貌地给予回答；另外，打电话应使用简洁、明快、有礼貌的语言。掌握了接听电话的礼仪，让对方在秘书亲切的话语中心平气和地谈事情。通话结束后

2、，对方会对公司留有极佳的印象。二、 课前提问：1 If you were a secretary, what should you know before making a phone call? 2 What do you know about telephone etiquette?3 Is telephone etiquette important for a secretary? Why or why not?4 What will you say first when you are making or answering a phone call?5 If you were a s

3、ecretary, how will you arrange an appointment for your boss?三、 语言学习1. May I help you? 我能为您做点什么？相当于Can I help you? 此句在不同地点可以解释为不同的含义： 1) 在商店： May I help you? 你想买点什么？ 2) 在餐馆： May I help you? 你想吃点什么吗？ 3) 在图书馆： May I help you? 你要借什么书？ 2. would like 表示“想要”和want的意思相近，但would like的语气要婉转，常表示客气的请示或建议。用法如下： 1）

4、表示想要某物： would like sth. e.g. He would like a cup of tea. 他想喝杯茶。Would you like an apple? 你想吃个苹果吗？2）表示想要做某事： would like to do sth. e.g. I would like to have supper at home. 我想在家吃晚饭。Would you like to play soccer with us? 你想和我们一起踢足球吗？3. a room with the view of the lake 能看到湖景的房间。“view”从某处看到的东西；（尤指）自然美景，风

5、景：Youll get a better view of the pianist if you stand up.你站起来，就能更清楚地看到那位钢琴家。4. Its my pleasure. 不客气。相当于 “Its a pleasure.” Thank you for doing that. Its my pleasure.5. Id like (I would like)我想. would用以提出建议或邀请：Would you like a sandwich?你想吃三明治吗？Would they like to sit down?请他们坐下好吗？6. One moment, please.

6、 = Just a moment, please. =Would you wait a moment, please? = Just a moment. 稍等。7. supply sb. with sth. 向某人提供某物，相当于supply sth. to sb.：Our farm supplies the market with fruits and vegetables. 我们的农场为市场提供水果和蔬菜。We supply power to the three nearby towns. 我们给附近的三个城镇提供电力。四、 参考答案III. Further Exercises 1. Re

7、study the dialogues and briefly answer the questions about it:1) Why is Zhang Yi making a phone call in dialogue one?Because he needs to reserve a room for Mr. Ling Yun.2) In dialogue one, whom is Zhang Yi calling?Zhang Yi is calling Royal Hotel.3) How long will Mr. Ling Yun stay in Detroit?He will

8、stay there for three nights.4) What room does Mr. Ling Yun prefer?He prefers a room with the view of the lake.5) When will a room with lake view be available?It will be available on Sep. 18.6) Why does Mr. Rollin want to speak to Mr. Ling Yun?Because his company wants to import Chinese textile produ

9、cts into the United States and they understand that Mr. Lings company can supply them with such items.7) When will Carter meet Mr. Ling Yun?He will meet Mr. Ling Yun on Wednesday afternoon.2. Complete the following dialogue and look at the disc for a suggested version of each and listen to its recor

10、ding.A: Good Morning. Mr. Ling Yuns office. This is Zhang Yi speaking. B: Hello, Miss Zhang. This is Henry James of Eastern Development Co.A: Hello, Mr. James. How may I help you?B: Id like to see Mr. Ling Yun about the order with us 有关我们的订单(order)事宜. Does she have any time tomorrow?A: Would you ple

11、ase hold the line for a moment? Ill check Mr. Lings schedule 我看看凌先生的日程表(schedule） Thank you for waiting. Im sorry, but Mr. Ling Yun has a full schedule tomorrow and then shell be away the following day. Would Thursday be too late 周四太晚了吗?B: Just a moment Thursdays OK if its in the morning.A: All righ

12、t. Ill make an appointment for you for 9:30 为您安排9点半的约会(appointment）. Would that be convenient for you?B: Yes, thatll be fine.A: Ill make a note of that. Would you like me to confirm the appointment 对约会进行确认(confirm）?B: Yes, please. You can contact me any day at 734 427, extension 347.A: Fine, Ill do

13、that.B: Thank you very much. See you at 9: 30 on Thursday. So long.A: Goodbye. Mr. James. 3. Make up a dialogue by raising three questions about the dialogue.4. Translate the following sentences into English and look at the disc for a suggested version of each.1) 她明天有时间吗？Does she have any time tomor

14、row?2) 请您别挂，稍等一会儿好吗？Would you please hold the line for a moment?3) 凌先生明天的日程已满。Mr. Ling Yun has a full schedule tomorrow.4) 我会把它记下来。Ill make a note of that.5) 你可在任何一天与我联系，我的电话是734 427转 347。You can contact me any day at 734 427, extension 347.6) 凌先生现在很忙，他想知道您想和他谈什么。Mr. Ling is rather busy now and woul

15、d like to know what you wish to speak to him about.7) 罗林先生对进口中国的纺织品到美国很感兴趣。Mr. Rollin is interested in importing Chinese textile products into the U.S.8) 让我看一下凌先生的日程表，看看是否能为您安排见面，请稍等。Ill just check Mr. Ling Yuns schedule, and see if I can arrange an appointment for you, just a moment.6. As one of th

16、e roles, report to your superior on what is going on here.五、 课文译文对话 1下午好，这是皇家宾馆吗？是的，夫人，可帮您做什么？我是东方贸易公司的，想为凌云先生订房。好的，夫人。凌云先生什么时候入住，打算住多久？凌先生九月十七号入住底特律，在那儿逗留三夜。他想订一间可观湖景的房间。对不起，夫人。九月十七日可观湖景的房间已经全部预定出去了。我们可以九月十七日安排凌先生住没有湖景的房间，然后十八号再将他调到可观湖景的房间，这样可以吗？听起来主意不错。非常感谢。乐意效劳。感谢您惠顾皇家宾馆。对话 2下午好，凌云先生办公室，我是张一。您好，我

17、想与凌云先生通话。可以问您是哪位吗？我是太平洋国际的汤姆.罗林。谢谢，波林先生。请稍等。不，我是罗林，不是波林。对不起，罗林先生。请稍等。（通过内部分机）凌先生，有位太平洋国际的罗林先生想和您通话。可以问问他来电目的吗？好的，凌先生。对不起，罗林先生，让您久等了。凌先生现在很忙，他想知道您想和他谈什么。我们想进口中国的纺织品到美国。我们知道贵公司有这类产品。我知道了。非常感谢，罗林先生。请稍等一会儿好吗？（接通凌先生的电话）凌先生，罗林先生对进口中国的纺织品到美国很感兴趣。知道了，接进来。好的，凌先生。（对罗林说）罗林先生，很抱歉让您久等了。我现在给您接通凌先生的电话。对话 3销售部，我是张一

18、。早上好，我是英格兰伯明翰标准汽车有限公司的卡特。我想与凌云先生通话。凌先生现在不在办公室。我可以为您效劳或者您愿意和销售部的其他人通话吗？ 我想约下周见凌云先生。让我看一下凌先生的日程表，看看是否能为您安排见面，请稍等。好，凌先生好像周四上午，周三下午，周五上午有空。我可以排在周三下午吗？2:30可以吗？好的。非常感谢，再见。再见。六、 课文录音全文Dialogue 1A: Good afternoon. Is this Royal Hotel? B: Yes, Madam. May I help you?A: Yes. Im calling from Oriental Trade Comp

19、any. I need to reserve a room for Mr. Ling Yun. B: Fine, Madam. When will Mr. Ling arrive, and how many nights will he be staying?A: Mr. Ling will arrive in Detroit on Sep. 17 and stay there for three nights. And he would like a room with the view of the lake.B: Sorry, Madam, but all the rooms with

20、a lake view have been reserved for Sep.17. Is it all right to have Mr. Ling in a room without a lake view for Sept.17, and then we can transfer him to a room with lake view on Sep. 18?A: That sounds all right. Thank you very much. B: Its my pleasure. Thank you for choosing Royal Hotel. Dialogue 2A:

21、Mr. Ling Yuns office. Good afternoon. Zhang Yi speaking.B: Hello. Id like to speak to Mr. Ling Yun, please.A: May I ask who is calling, please?B: My name is Tom Rollin of Pacific International.A: Thank you, Mr. Pollin. One moment, please .B: No, no. This is Rollin, not Pollin.A: Im sorry, Mr. Rollin

22、. Just a moment, please. (Over the intercom) Mr. Ling, a Mr. Rollin of Pacific International is on the line.C: Can you find out what he wants?A: Yes, Mr. Ling. (To Mr. Rollin) Im sorry to have kept you waiting. Mr. Ling is rather busy now and would like to know what you wish to speak to him about.B:

23、 Yes, we want to import Chinese textile products into the United States and we understand that your company can supply us with such items.A: I see. Thank you very much, Mr. Rollin. Would you wait a moment, please? (To Mr. Ling) Mr. Ling, Mr. Rollin is interested in importing Chinese textile products

24、 into the U.S.C: I see. Put him on.A: Yes, Mr. Ling. (To Mr. Rollin) Mr. Rollin, Im very sorry to have kept you waiting. Ill connect you with Mr. Ling.Dialogue 3A: Marketing Department, Zhang Yi speaking.B: Good morning. My name is Carter and I work for Standard Cars Ltd. of Birmingham, England. Id

25、like to speak to Mr. Ling Yun, please.A: Im afraid Mr. Ling is not here at the moment. Can I help you, or would you like to speak to someone else in the Marketing Department?B: Id like to make an appointment to see Mr. Ling Yun sometime next week.A: Ill just check Mr. Ling Yuns schedule, and see if

26、I can arrange an appointment for you, just a moment. Yes, Mr. Ling seems to be available on Tuesday morning, Wednesday afternoon and Friday morning.B: Would I make an appointment on Wednesday afternoon, please?A: Could 2:30 be convenient for you?B: Yes, thatll be fine. Thank you very much, goodbye!A

27、: Goodbye. Section 2 Telephoning Effectively一、 背景知识在日常工作中，掌握正确的、有礼貌的打电话方法是非常必要的。作为秘书，应认真学习电话礼仪。首先，接打电话时要注意音量和语速适度，学会通过声音体现对客户的关注与热情；其次，要注意用语礼貌，回答内容专业；电话铃响后尽快接听电话，不要将客户推来推去，尽可能为客户提供方便。如果承诺给客户回电话，要尽快回复。另外，学会如何转接电话等等。总之，认真遵循电话礼仪会达到事半功倍的效果。二、 课前提问：1. What are the speakers speaking skills on the phone?2.

28、 Are these skills necessary for a secretary?3. Do you know how to telephone effectively?4. What should you know first before telephone?5. Why is telephone etiquette so important for a company? 三、 语言学习1. rely on依赖，依靠：You can't rely on the weather. 这天气可靠不住。2. take the chance to do sth. 试图做成某事：Take

29、 the chance to develop your collaborative skills while working with group members. 试着通过与队友的合作来提高自己的协作能力。3. tend to do sth. 倾向；趋向；趋于：I tend to go to bed earlier during the winter.我在冬天常睡得较早。tend to/ towards sth.朝某方向：He tends towards extreme views.他的观点趋于偏激。4. all the time 一直，始终：Conditions are changing

30、all the time. 情况在不断地变化着5. have to 不得不，必须，表示义务或责任：They dont have to have finished the work before i arrive.他们无须在我到达之前完成此项工作。6. as soon as possible 尽快：Looking forward to hearing from you as soon as possible and May God bless you.希望尽快收到您的来信，上帝保佑您。as. as用于副词和形容词之前，已构成比较句型：1) (第二个as用作介词)达到与.相同的程度；与.等同：Sa

31、m is as rich as Alexander. 山姆像亚历山大一样富有。2) (第二个as用作连词)同.一样达到某种程度；与.等同：Shes as good an actress as she is a singer.她当演员和当歌手都一样出色。7. in particular 尤其，特别：The whole meal was good but the wine in particular was excellent. 整顿饭都很好，尤其是葡萄酒更好。/ Is there anything in particular youd like for dinner? No, nothing i

32、n particular. 正餐你有什么特别喜欢的菜吗？没有，什么都行。8. make a, no, some, etc difference (to sb/sth)1) （对某人某事物）有、没有、有些.作用或影响：A hot bath makes all difference in the morning.上午洗个热水澡能让人精神振奋。2) （对某人某事物）重要、不重要等；要紧、不要紧等： Does that make any difference? Yes, it amakes all the difference. 那要紧吗？ 是的，非常重要。四、 参考答案III. Further ex

33、ercises1. Restudy the dialogue and briefly answer the questions about it:1) What determines the customers impression of the company when a speaker is on the phone? The speakers voice and choice of words do. They determine the customers impression of the company when a speaker is on the phone.2) How

34、should a secretary speak over the phone?A secretary should speak clearly and more slowly than usual.3) Why should a secretary speak with more energy when calling?Because telephones tend to make ones voice sound less lively than it really is.4) What can help a secretary avoid speaking in the same ton

35、e?A smile on the face will help the secretary avoid speaking in the same tone all the time.5) How does a secretary show his/her politeness, friendliness and professionalism on the phone?A secretary can show his/her politeness, friendliness and professionalism on the phone through good manners and at

36、tention.6) What should a secretary do when customers dont know who they can turn to for help? He or she should transfer the customers through to the right person, or if thats impossible, the right person should call them back.2.Write out the right form of the given verb for each blank.1) The custome

37、rs impression of the company is determined (determine) completely by the speakers voice and choice of words.2) Here are (be) some tips to help a secretary make better communications through the telephone.3) Be particularly clear when saying (say) your name and the name of your organization.4) Teleph

38、ones tend to make your voice sound (sound) less lively as it really is. 5) A smile on your face will help you avoid speaking (speak) in the same tone all the time.6) Secretaries should speak without accent to make (make) the communication easier.7) Usually customers should be transferred (transfer)

39、through to the right person, or if thats impossible, the right person should call them back.3. Translate the following sentences into English and look at the disc for a suggested version of each.1) 客户对该公司印象如何完全取决于说话者的声音及所用的字眼。The customers impression of the company is determined completely by the sp

40、eakers voice and choice of words.2) 找机会重复一下你的名字，特别是在通话结束前。Take the chance to repeat them, particularly at the end of the call.3) 脸上的笑容会通过声音反映出来。A smile on your face is reflected in your voice.4) 及时的答复能给客户留下公司效率非常高的印象。Prompt response will give your customer the impression that your company is very ef

41、ficient.5) 当通过电话中与人打交道时，上述这些简单的作法会使情况大为不同。Simple things like these make all the difference when dealing with people over the phone.4. True or false.1) Telephoning skill cannot be learned. （F）2) It is not necessary that the secretary says the name of the company because the caller has already knows i

42、t. （F）3) Being a good listener is very important to a secretary. (T)4) If a secretary promises to call back, he/ she should do it as soon as possible. (T)5) A secretary neednt know how to use all the buttons on the telephone. （F）5. Learn to take telephone messages including the following information

43、: the time, the name of the caller, the name of the callers company, telephone number of the caller, the message.An Example of Telephone Message SlipTo Mr. Ling Yun P.M. Date 11/22 Time 10 A.M. WHILE YOU WERE OUTM r. White Of Millennium INC Area Code 212 Phone Number 4910302 Ext. 202 TelephonedPleas

44、e callCalled to see you Will call againWants to see you URGENTReturned your call Message The appointment is at 2 p.m. 11/ 25 五、 课文译文学习打电话打电话时，公司形象的建立在很大程度上依赖说话者的谈话技巧。客户对该公司印象如何完全取决于说话者的声音及所用的字眼。电话技巧并非是天生就会，而是后天学来的。这里提供一些窍门以便秘书能够更好地进行电话交流。说得清楚些，语速比平常慢些。特别是提到自己的名字和公司的名号时，要说得特别清楚。找机会重复一下你的名字，尤其是在通话结束前。

45、说话用点劲儿。电话会让人的声音听起来不像平时那么有生气，因此在谈话时，尽量要表现出兴趣和热情。必要时，通过声音让对方感受到微笑。脸上的笑容可以通过声音反映出来，并且能够帮助秘书避免语气单调。应该听起来有礼貌，有职业特点，通情达理，乐于助人，以及友善。很重要的是表现出良好的教养，给对方以关注。做好的听众。以对方可以理解的方式解释事情。别使用特别术语或是以为客户已了解该行业或企业。秘书讲话应该没有口音，这样交流会更容易些。使联络更加方便。客户不必非得跟半打的人交谈，才能找到一个可提供帮助的人。秘书也不应该给他们另一个号码或者告诉他们待会儿再打过来。通常，他们的电话应该被转接到负责该工作的人那儿，如

46、果当时不在的话，就应该告诉客户这个人会给他们回电话。及时答复电话。及时的答复会给客户留下公司效率非常高的印象。秘书如果答应回电话，应该尽早回复。知道如何使用电话上的各键，特别是该如何毫无问题地转接电话，当通过电话中与人打交道时，上述这些简单的作法会使情况大为不同。六、 课文录音全文On the phone, the image of a company relies heavily on the speakers speaking skills. The customers impression of the company is determined completely by the sp

47、eakers voice and choice of words. Telephoning skills are not a natural talent, but a learned one. Here are some tips to help a secretary communicate better through the telephone.Speak clearly and more slowly than usual. Be particularly clear when saying ones name and the name of ones organization, a

48、nd repeat them, particularly at the end of the call.Speak with more energy. Telephones tend to make ones voice sound less lively as it really is, so try to show increased interest in and enthusiasm for what the secretary is saying. When necessary smile with ones voice. A smile on ones face is reflec

49、ted in ones voice, and will help the secretary avoid speaking in the same tone all the time.Be and sound polite, professional, understanding, helpful, and friendly. Much of the secret is simply good manners and attention. Be a good listener.Explain things in an understandable way. Dont use special t

50、erms or assume that a customer knows the business or industry. The secretary should speak without accent to make the communication easier.Make it easy to be contacted. Customers shouldnt have to talk to half a dozen people before they can find one who can help. They shouldnt be given another number

51、or told to call back later. Usually, they should be transferred through to the right person, or if thats impossible, the right person should call them back. Respond promptly to phone calls. Prompt response will give a customer the impression that ones company is very efficient. And if the secretary

52、promises to call back, he or she should do this as soon as possible. Know how to use all the buttons on the phone, and in particular how to transfer a call without losing it. Simple things like these make all the difference when dealing with people over the phone.Section 3 Writing a Letter of Introd

53、uction一、 背景知识介绍信是用来介绍相关人员的基本情况，以联系工作、促进交往为目的的一种专用书信，内容包括：（1）被介绍人的身份和情况，如被介绍人的姓名、职务、与写信人的关系等；（2）介绍的目的和原因；（3）表示谢意。对对方可能给予的帮助或照顾表示感谢。介绍信的语言尽量简明扼要。中英文介绍信在形式上略有不同。中文的介绍信是机关、单位、企业必备的具体介绍、起证明作用的书信，有较为固定的书写格式、印刷形式，内容简单、明确。英文的介绍信则没有固定的格式。二、 课前提问：1. What is a letter of introduction?2. Is writing a letter of i

54、ntroduction difficult?3. What is the purpose of a letter of introduction?4. What points should be included in it?5. What should be paid special attention to while writing a letter of introduction? 6. Whats the difference between letters of introduction in Chinese and in English?三、 语言学习1. introduce s

55、b. to sb. 把某人介绍给另外的人；是相互认识；引见：Allow me to introduce my friend Miss Wood to you. 允许我向你介绍我的朋友伍德小姐。introduce的一些其他用法：1) introduce sth. to sb. （向听众或观众）宣布并介绍（演讲者或广播、节目等的细节）：The next programme is introduced by Mary Davidson下一个节目由玛丽戴维森主持。2) 提出（新问题）供讨论：introduce a Bill before Parliament向议会提出法案3) introduce sb

56、. to sth. (a) 引导或带领某人接触某事物的主体：The first lecture introduces new students to the broad outlines of the subject.第一堂课是让新同学概括地了解这一科目。(b) cause sb. to start using or experiencing sth.使某人开始采用或体验某事物：introduce young people to alcohol教年轻人喝酒2. to the point 中肯，恰当，扼要：Please be concise and to the point. 请简明扼要一点。3. pay attention to 关心;注意 You should pay attention to your spelling. 你要注意拼写。4. rather than 与其（某人某事物）；不愿；不要；不是：I think Ill have a