商务英语之(2MAKE-TELEPHONE-CALLS)用电话约晤-1202

1、12请思考以下这个问题：请思考以下这个问题：1.提出问题提出问题:WhypeopleareafraidtomaketelephonecallsbyEnglish?上节课我们谈到non-verbal communication (非语言的沟通)非常重要, 但在打电话的时候却一点儿都派不上用场. 平时在看到对方的时候, 即使谈话中断了还可以用微笑眼神来救急, 但在电话交谈中, 如果碰到这种情形, 就只剩下沉默这也正是为什么许多人怕用英语打电话的原因. 3解决问题解决问题: : 克服克服 “ “可怕可怕” ” 的心理障碍首先要建立的心理障碍首先要建立 “ “自信心自信心”.”.- -如果你是发话者如

2、果你是发话者 ( (CallerCaller), ), 你想找的接听人如果你想找的接听人如果a. a. 接到电话时接到电话时 直接谈话. b. b. 不在现场不在现场, , 由他人代接由他人代接 留话过会再打 4- -如果你是受话者如果你是受话者( (ResponderResponder) ), , 要求接听的人如果要求接听的人如果a. a. 是你本人时是你本人时 直接谈话.b. b. 在现场在现场, , 但因某种原因暂时一时无法接听电话但因某种原因暂时一时无法接听电话, , 呆会才可以呆会才可以* 转接* 请稍等* 留话* 稍后重打c. c. 不在现场不在现场, , 因某种原因长时间无法接听

3、电话因某种原因长时间无法接听电话. .* 告诉发话者本人不在* 问发话者是否需要回电本人* 问发话者联系本人的方法 5-总结: 假使能把打电话时可能发生的状况都能料想到, 那么用英语打电话 “很可怕” 的心理最后也能获得缓解, 而变得自信起来.小贴士小贴士:如果一时忘了该怎么说的时候, 就必须动点脑子, 来把话带过去, 可以说:a. Well ( 这个嘛)b. Lets see (让我看看)c. Just a second, Hold on please( 请稍等)总之, 无论如何都必须发个声音, 好让这些看似没有多大意义的字眼来替你解围. 6那什么方法才是解决怕打英语电话这个问题的关键那什么

4、方法才是解决怕打英语电话这个问题的关键? ? Themostimportantfactorisusinglanguageexpressingskillfully.引申到实际生活的电话运用上引申到实际生活的电话运用上:能否成功取得电话约晤而达成见面就要取决于用电话怎么进行对话, 7SKIT: When the outside line rings up of the personnel department in SCM(情景假设: 当供应链管理中心人事部的外线电话突然铃声一阵响起时)Responder: 自报家门自报家门(Introductionofyourcompanyname)及询问来电者

5、和被呼叫者身份及询问来电者和被呼叫者身份(Askingwhocallandwhombecalled)a.SCM, may I help you?(供应链管理中心, 我能帮你忙吗?)b. This is Foxconn China Factory. Please dial extension number or dial zero for assistance.( 这里是富士康大陆工厂, 请直拨分机号码, 查号请按零.)c. Good morning/ afternoon/ evening, SCM office.(早上/下午/晚上好, 这里是供应链管理中心办公室).d. To whom am

6、I speaking , please?/ Whos calling, please? (请问哪位? )KEY 1.KEY 1. 如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者, , 当一接听到任何外线当一接听到任何外线电话时可以使用的语言句子有电话时可以使用的语言句子有: :角色角色: : * *R: ResponderR: Responder ( (接听者接听者) )* *C: CallerC: Caller ( (呼叫者呼叫者) )8 a. Hello, This is Tian-ming Yang of (from) ABC Company.(你好

7、, 我是(来自)ABC公司的杨天明).b. This is Mr. Wu from Singapore. Can I speak to Mr. Chow, please ?(你好,我是来自新加坡的吴先生, 请找周先生听电话,好吗?)c. Hello, This is David Chow calling. Id like to speak to Ms. Lee please. Is this Ms. Lee?(你好, 这是周戴维打来的电话, 我想和李小姐讲话, 你是李小姐吗? )d. Would you please connect me with the marketing departme

8、nt on Extension 23321?(请帮我接到内线电话是23321的市场部, 好吗? )Caller:表明呼叫者身份表明呼叫者身份(IntroductionofCaller)及被呼叫者的身份及被呼叫者的身份(Whombecalled)9a. Let me confirm this. You are Tian-ming Yang of ABC Company. Is that correct?(让我确认一下, 你是(来自)ABC公司的杨天明, 对吗? ).b. Sorry, I didnt quite catch your name, could you spell your name

9、, please ?(对不起, 我没听清楚你的名字, 你能告诉我怎么拼写你的名字吗?)c. Sorry, this is not Ms Lee. Im afraid shes on another line? Would you mind holding?(抱歉, 我不是李小姐. 我想她正在讲话中, 请问你能否稍等一下? )d. One moment, please/Hold on, please/ Just a minute, please/ Please hold( 请稍等)Responder:确认呼叫者身份确认呼叫者身份(Confirmation)及回复被呼叫者能否接听及回复被呼叫者能否

10、接听(Replyingwhombecalledornot)10KEY 2. 如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,当你发现被呼当你发现被呼叫者因某种原因暂时无法接听呼叫者的电话时可以使用的语言句子有叫者因某种原因暂时无法接听呼叫者的电话时可以使用的语言句子有:角色角色: : * *R: ResponderR: Responder ( (接听者接听者) )* *C: CallerC: Caller ( (呼叫者呼叫者) )Responder:解释被呼叫者不能接听电话的原因解释被呼叫者不能接听电话的原因 (Explainingwhynotbecall

11、ed)a. Mr. Chow isnt at his desk right now and will be back shortly, can you hold?(周先生现在不在他的位子上, 很快就会回来, 你能等等吗? ).b. Hes busy now/ Hes not available now, may be he return your call?(他现在很忙/ 他现在不方便接听你的电话, 可否让他迟点复你电话? )c. One moment pleaseIm sorry, Mr. Chow is out of office. Would you like to leave your

12、 message?(请稍等很抱歉, 周先生刚走开, 现不在办公室, 你需留言吗? )11a. Thats ok, Ill wait / I will call him back in 10 minutes / I will call him later / May I call him around 3:00 P.M. your time?(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. May I leave a message/ May I take a message/ May I ask him to call me ba

13、ck at 3:00 P.M. / Would you please tell him I called, ok?(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回复接听者是否愿意等候被呼叫者(Replyingwaitornot)或请求需要接听者留言或请求需要接听者留言(Requiringmessage) 12a. Let me confirm your name and phone number. You are Mr. Yang, at 28129588, is that correct?(让我确认一下你的名字

14、和电话号码, 你是杨先生, 电话是28129588, 对吗? ).b. You said (Did you say) youd be arriving in Shenzhen at 9:00 P.M.? (你说你将在今晚9:00钟到达深圳, 对吗?)Responder:回复及确认呼叫者相关联系电话号码和留言内容回复及确认呼叫者相关联系电话号码和留言内容(DoubleconfirmationtelNo.&message)13KEY3.如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者, , 当你发现被呼当你发现被呼叫者因某种原因长时间无法接听呼叫者的电话

15、时可以使用的语言句子有叫者因某种原因长时间无法接听呼叫者的电话时可以使用的语言句子有: :角色角色: : *R: ResponderR: Responder (接听者)*C: CallerC: Caller (呼叫者)Responder:解释被呼叫者不能长时间里接听到呼叫者的电话的原因解释被呼叫者不能长时间里接听到呼叫者的电话的原因(Explainingwhynotbecalledlongtime)及告诉呼叫者有关被呼叫者可能回复电话的时间及告诉呼叫者有关被呼叫者可能回复电话的时间.(Timeofback)a. Mr. Chow is gone for the day/ has the day

16、 off today/ is on his vacation/ is out of town.(周先生他今天回去了/ 今天休假了/ 现在休假中/ 出埠公干了. ).b. Hell be back / return you call in an hour/ Im afraid he wont be back till 7:00P.M. (他将会在一小时后回来/ 回你的电话/ 我想他7点以前恐怕是不会回来了.)c. Im not sure when he will be back , but Ill have him call you as soon as he returns. (我不是很确定他

17、何时回来, 但如果他一回来, 我会叫他立刻回你的电话.)14a. Please have Mr. Chow return my call at 28129588.(请让周先生回我的电话28129588.)b. Please ask him to call me back as soon as he gets in, my company name is Leon and tel no. is 28020010.(请你转告他一回来立刻给我电话, 我的公司名称是瑞安, 我电话是28020010 .)c. I will be at 28129588 till 4:00 P.M. Please hav

18、e him return my call within my time.(我在四点以前是用28129588 这个电话的, 请让他在这时间里回我电话.)Caller:告诉接听者希望被呼叫者知道并回电的联系电话及留言告诉接听者希望被呼叫者知道并回电的联系电话及留言(ReplyingtelNo.tobecalledandothermessages)15KEY4.如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,当你就是被呼当你就是被呼叫者时可以使用的语言句子有叫者时可以使用的语言句子有:角色角色: : * *R: ResponderR: Responder ( (

19、接听者接听者) )* *C: CallerC: Caller ( (呼叫者呼叫者) )Responder:确认本身就是被呼叫者确认本身就是被呼叫者(Confirmation)及询问呼叫者身份及询问呼叫者身份(Asking)a. This is Ms. Lee. Speaking please. ( 我就是李小姐, 请说吧.)b. Who is calling , please?( 请问是哪位打来电话? )16a. Hello, This is Tian-ming Yang of ABC Company. Theres something Id like to discuss with you.

20、 (你好, 我是ABC公司的杨天明, 我有些事情想和你谈一谈.)b. This is Mr. Chow. Id like to show you a sample of our newest product. When can we meet? (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. If you have time, Id like to meet with you this week, how about Wednesday at 10:00A.M. in your office?(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

21、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向接听者表明自已的身份和致电事宜和相关理由(Introduction&Clarifyingreasonstobecalled)17a Well, Let me check my schedule for tomorrow, that would be fine.(让我再看看明天的日程安排表, 嗯, 没问题.)b. Tomorrow morning will be fine, the time suits for me, I think I will be available by then.(明天早上没问题,

22、那时间适合我, 我想我那时一定有空的.)c. Im afraid I have another appointment that day. How about tomorrow morning instead?(很抱歉, 那天我另有约会, 可否改在明天早上如何?)d. Im sorry, but Im really busy today, I will be available tomorrow, though.(实在对不起啊, 我今天真的没空, 但我明天还是可以有时间的.)Responder:确认是否明白呼叫者的致电事宜确认是否明白呼叫者的致电事宜(Confirmationunderstan

23、ding)及回复确认相关要求及回复确认相关要求(Replying)18KEY5. 如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,你被上司要求代其致电你被上司要求代其致电给某人时可以使用的语言句子有给某人时可以使用的语言句子有 (Callingfortheboss):角色:*S:Secretary (秘书)*R:Receiver(被呼叫者)Secretary:代致电给被呼叫者代致电给被呼叫者(Callinginstead)询问接听者是否被叫者身份询问接听者是否被叫者身份,解释其代电理由解释其代电理由(Sayingwhy)a. Good morning ,

24、This is Susan Lee, secretary of Mr. Chow. Could I speak to Mr. David Chan? (Yes, David speaking ),Is this David? Mr. Chow asked me to call you confirming whether we will receive your product sample tomorrow. He is on his business trip to USA.(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

25、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, Good morning, Mr. John Lee, I m Susan Lee , Mr. Chows secretary. Mr. Chow has asked me to give you a call about whether the delivery schedule has been revised.(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.)19a. Certainly. I sent a fax message about thi

26、s matter yesterday, everything is okay.(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, the shipment has been delayed due to a typhoon in Taiwan. We are sorry for the inconvenience.(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)2

27、0Secretary:确认已收到被呼叫者的回复确认已收到被呼叫者的回复(Understanding)a. Really? Then I can inform Mr. Chow that everything is on schedule, many thanks!(真的吗? 那我就和周先生说一切顺利吧, 谢谢你了.)b. Alright. Ill tell Mr. Chow that what happened for this matter.(既然如此, 那我就将此事告知周先生吧.)21KEY6.如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,你被上司要

28、求代你被上司要求代其致电与某人预定约会时间或是改变约会时间时可以使用的语言句子有其致电与某人预定约会时间或是改变约会时间时可以使用的语言句子有(Making&Changingappointments):角色角色:*S:Secretary(秘书秘书)*R:Receiver(被呼叫者被呼叫者)Secretary:告诉被呼叫者代谁电话预约时间告诉被呼叫者代谁电话预约时间,并确认其是否有空并确认其是否有空(Freetimeornot)a. Mr. Lee, This is Susan Lee. Mr. Chow would like to fix an appointment with you

29、.Will tomorrow be alright?(李先生, 我是李苏珊. 周先生想和你约个时间见面, 明天你有空吗?)b. Hello, Mrs. Chan. I am Susan Lee. Mr. Chow would like to arrange an appointment with you. Can we set the appointment for tomorrow?(你好,陈小姐. 我是李苏珊.周先生想和你约个时间见面, 你明天有空吗?)22Receiver:回复是否有空回复是否有空,约会时间是否合适约会时间是否合适,并提出可接受安排的具体并提出可接受安排的具体(Confi

30、rmationofarrangement)a. Tomorrow morning will be fine. What time will he be free?(明天下午可以. 他什么时间有空?)b. Im afraid I cant meet him tomorrow. Will he be available the coming Friday at ten in the morning.(我恐怕我明天没空与他见面了, 他在这个星期五早上10点有空吗?)23a. I think that Thursdays at 4:00 P.M. will be fine. Ill confirm w

31、ith you tomorrow morning.(我想这星期四的下午四点没问题, 我明天一早就回复你吧)b. What about four oclock in this afternoon?( 那今天下午四点见面如何?)Secretary:确认被呼叫者提出的约会时间是否受到应允确认被呼叫者提出的约会时间是否受到应允(Approvalornot).24Receiver:再次肯定答复并接受呼叫者安排的具体时间再次肯定答复并接受呼叫者安排的具体时间(Doubleconfirmationofarrangement)a. Thats good, 4:00P.M. Sharp. See you the

32、n.(那好吧. 就四点正, 到时见)b. OK. Talk to you tomorrow( 好的. 明天见面时说吧.)25a. Mr. Chan, This is Susan Lee, Mr. Chows secretary. Mr. Chow told me to inform you that he wont be able to meet your on Friday. He would like to change it to next Monday at ten in the morning. Will you be free by then?(陈先生, 我是李苏珊, 周先生的秘书

33、. 周先生让我告诉你, 他这星期五不能与你见面. 他想将约会的时间改在下星期一早上的十点, 你那时有空吗?)b. Hello. Mr. Lee. I am Susan Lee. Mr. Chow asked me to tell you that he will not be able to make appointment tomorrow afternoon.(你好, 李先生, 我是李苏珊. 周先生让我告诉你他明天下午不能赴约了.)Secretary:向被呼叫者提出之前预定好的约会时间因故而需要更改向被呼叫者提出之前预定好的约会时间因故而需要更改(Changingarrangement).

34、26a. Oh. When will he be available then?(噢. 那他什么时候才有空呢?)b. Well, How about tomorrow morning?(噢. 不如明天一早行吗?)c. Ok, Would you please confirm me the appointment in the afternoon ?I think he will be available then.(好吧, 你可以下午与我确定这个约会好吗? 我想他应没问题.) Receiver:询问呼叫者重新安排的约会时间会定在什么时候询问呼叫者重新安排的约会时间会定在什么时候.(Asking

35、re-schedule)并回并回复其更改时间是否合适复其更改时间是否合适.(Confirmationofre-schedule)27Secretary:确认更改结果确认更改结果(Updatearrangement).a.Good. Ill let Mr. Chow know about the new arrangement. Thank you.(好的. 那我会让周先生知道这个最新安排的. 谢谢.)b. Sure, Ill confirm the schedule with Mr. Chow and give you a call.(一定, 我会与周先生确定好时间后再给电话你的.) 28Se

36、cretary:告诉呼叫者其指定接听人因故没能接听到电话告诉呼叫者其指定接听人因故没能接听到电话(Explainingthereason).a. Im sorry, youve got the wrong extension(对不起, 你打错了分机电话号码.)b. One moment pleaseIm sorry, Mr. Chow is not available right now. Do you want to speak to anyone else?(请稍等, 对不起, 周先生现在暂时不方便接听你的电话,你要和其它人讲话吗?)c. The section of your calli

37、ng you dialed was 320. The correct number for Mr. Philip Law is 248.(你刚才打的电话是320, 而菲立浦先生的内线号码是248.)KEY7.如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,你接到的不是本你接到的不是本人电话或其它原因人电话或其它原因而需要转接到其它人而需要转接到其它人/部门接听时可以使用的语言句子部门接听时可以使用的语言句子有有(Transferringcalls):角色角色:*S:Secretary(秘书秘书)*C:Caller(呼叫者呼叫者)29Caller:要求转接电

38、话要求转接电话(Askingtransferringcalls).a. Could you please transfer this call to Mr. Chans office?(请你把电话转到陈先生办公室好吗?)b. Let me see. Can you put me through to Mr. Jack Lee? (我想想看, 能帮我接李杰克先生吗?)c. Would you put me through to Mr. Philips office?(你能帮我转接到菲立浦先生的办公室吗?)30Secretary:答应帮呼叫者转接电话答应帮呼叫者转接电话(Acceptancetot

39、ransfer).a. Sure, please hold on. Now Mr. Chan is on the line. Go ahead, please.(没问题, 请稍等, 现在陈先生正已接到电话, 请说吧.)b. Yes, please wait a second and hold while I transfer your call to Mr. Jack Lee.(好的, 你请稍等一下, 我替你转接电话给李杰克先生, 请不要挂线.)31KEY8.如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,你因工作需要必须通你因工作需要必须通过接线生拨打或

40、接听到一些国际长途电话过接线生拨打或接听到一些国际长途电话,可以使用的语言句子有可以使用的语言句子有(Makeinternationalcalls):角色角色:*S:Secretary(秘书秘书)*O:OverseasOperator(国外接线生国外接线生)*N:NewYorkOperator(纽约接线生纽约接线生)会话一会话一:(Dialogue1.)O: Overseas operators. May I help you?(国外接线生, 有什么事吗?)S: Yes, I would like to make a collect call to San Francisco.(我想打个对方付

41、费的电话到旧金山.)O: What number are you calling? (你打几号电话?)S: The area code is 201, and the number is 2982400.(区域号码是201,电话号码是2982400.)O: Whom would you like to talk to? (你要和谁通话?)S: Id like to talk to Mr. Chan. (我想打给陈先生.)O: One moment , please. (请稍等.)32会话二会话二:(Dialogue2.)N: This is New York. We have a collec

42、t call for Mr. Chow from Mr. Wong. May I speak to him? (这儿是纽约, 黄先生打对方付费电话给周先生. 请他听电话好吗?)S: I am sorry, Mr. Chow is out now. Could you repeat the callers name? (抱歉, 周先生正外出, 请问对方是谁?)N: Mr. David Wong. (是黄戴维先生.)S: Alright, please put me through. (好的, 请接入吧.)N: Will you accept the charges? (你接受付款吗?)S: Ye

43、s, I will. (我会的.)N: May I have your name? (请问贵姓?)S: Susan Lee. (李苏珊.)N: Thank you, Miss Lee. (To Mr. Wong) Mr. Wong, your party is on the line. Go ahead, please.(谢谢你, 李小姐, (对黄先生) 黄先生, 对方已接了电话, 请说吧.) 33KEY9.如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,你接听到打错你接听到打错的电话时可以使用的语言句子有的电话时可以使用的语言句子有(Dealingwit

44、hwrongtelephonecalls):角色角色:*S:Secretary(秘书秘书)*C:Caller(呼叫者呼叫者)会话一会话一:(Dialogue1.)C: Mr. Richard Wong, please.(请黄李察先生听电话.)S: Richard Wong? Im afraid there is no Richard Wong here. What number have you dialed?(黄李察? 我们这儿恐怕没有黄李察这个人, 你打哪个部门?)C: Is this 2355 5555? (这是2355 5555 吗?)S: No, Im sorry. You have

45、 the wrong number.(很抱歉, 不是, 你打错了.)C: Oh, Im sorry. (噢, 对不起.)S: Its nothing at all. (不要紧.)34会话二会话二:(Dialogue2.)C: Good morning, is this ABC International Company.(早上好, 请问是ABC国际公司吗?)S: No, Im sorry. You have a wrong number.(很抱歉, 你打错了.)C: Is this 2411 1111? (这是2411 1111吗?)S: That s our number but this

46、is XYZ Company Limited. Perhaps you should check the telephone directory. (那是我们的号码. 但这里是XYZ有限公司, 或许你可以查看一下电话本.)C: Good idea. Thank you.(这是好主意, 谢谢.)S: Not at all. (不用客气.) 35KEY10.如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,你要替代上司安排旅你要替代上司安排旅行可以使用的语言句子有行可以使用的语言句子有(Tourarrangementsforyourboss):角色角色:*S:S

47、ecretary(秘书秘书)*TR:TravelReceiver(旅行社接待员旅行社接待员)*HR:HotelReceptionist(酒店接待员酒店接待员)*TA:TravelAgency(旅行社办事处旅行社办事处)会话一会话一:(Dialogue1.)S: Good morning. My boss would like to book a place on your package tour of Australia. Are there any seats left?(早上好, 我的上司想参加你们澳洲的包办旅行团, 你们还有名额吗?)TR: Well, we still have a

48、few seats left. Do you want to make a reservation now?(嗯, 我们还有一些名额, 你想现在作预订吗?)S: Oh, I see. Id like to check with my boss before I make any reservations.(噢, 原来这样, 我须问问我的上司, 然后作预订.)TR: Alright, but please make reservations as soon as possible as booking are on a first-come-first-served basis.(好的, 但由于

49、是先到先得, 请及早预订.)36会话二会话二:(Dialogue2.)HR: Good morning, Asia Hotel . Can I help you?(早上好, 亚洲酒店, 有何贵干?)S: Id like to reserve a room from March 10thto 15thfor a Mr. William Mak. (我想为一位麦威廉先生订房间, 从3月10日至15日.)HR: Would you like a single or a double room?(你要单人房还是双人房?)S: Please reserve a single room . (请预留一间单

50、人房.)HR: Yes, that will cost eight thousand Hong Kong dollars (是的, 房租费用总共港币八千元.)S: Please debit the account to ABC Company.(请将费用记入ABC公司的账中)HR: Alight, Thank you . ( 好的, 谢谢)37会话三会话三:(Dialogue3.)TA: BBY Travel Agency, can I help you?(BBY旅行社, 有可贵干?)S: This is Susan Lee from AML Company. I would like to

51、book a round trip flight to the USA for March 10thon United Airlines, business class.(这是AML公司的李苏珊打来的. 我想订一张往美国的来回机票, 3月10日, 联合航空, 商务舱)TA: Okay. May I ask under whose name to address the ticket?(好的. 机票上要写哪一位的名字?)S: Mr. William Chow.(周威廉先生)TA: Alight. Thank you for your reservation(好的, 多谢你的预订.) 38KEY1

52、1.如果你是公司的秘书或接线生或其它专线接听者如果你是公司的秘书或接线生或其它专线接听者,你要代替上司安排你要代替上司安排订座餐席时可以使用的语言句子有订座餐席时可以使用的语言句子有(Arestaurantreservation):角色角色:*S:Secretary(秘书秘书)*R:Restaurantreceptionist(饭店接待员饭店接待员) 会话一会话一:(Dialogue1.)S: Hello, Id like to reserve a function room for a party of eight.(喂, 我想预订一间可容纳八人的房间)R: Is it for lunch

53、?(是午餐吗?)S: Yes, please reserve it at around one in the afternoon and under the name of Mr. Chow.(是的, 他们约在下午1点钟到达, 请以周先生的名义订座.)R: Alight. Thank you.(好的, 谢谢你.)39会话二会话二:(Dialogue2.)S: Hello, Does your restaurant serve dessert?(喂, 你们有没有提供餐后甜点?)R: Sure, Would you like to make a reservation ?(当然, 你想订位吗?)S

54、: Yes, please reserve a table for four.(是的, 请预留一张四人的桌位.)R: When does the party plan to arrive?(你们几时会到达这里.)S: We will arrive at about four. Please make the bill out to ABC Company.(我们约在下午4点钟到达, 请以ABC公司的名义订座.)R: Certainly. Four in the afternoon.(下午4点, 好的.)40NOTE CARD (2) -MAKING TELEPHONE CALLS-KEY WO

55、RDS & VOCABULARYKEY WORDS & VOCABULARYA.A.-CALL-CALL-( (电话电话) )answering machine 自动录音机 area code 区域号码cable 打国际电报 directory assistance 查号台 fax machine 传真机connect 接电话telephone directory 电话簿 outside line 外线facsimile 传真(switchboard) operator(总机)接线生 extension 内线分机 telegraph 电报toll free number 免费电

56、话号码 telegram 电报电信文telex 电传打字机yellow pages 电话分类簿(黄页)put you through 帮你接 on the line 在听电话a person to person call叫人电话 a station to station call叫号电话collect call 对方付费电话just a moment/ hold on / just a minute, please请稍等41B. B.-PPOINTMENT-PPOINTMENT-( (约晤约晤) )appointment 约会会晤approach 试探message 口信reservation

57、s clerk 预约服务员 reservebook 预约available 有空day off 休假 expect 来访(期待有人) cancellation取消desk(公司饭店的)柜台my time 当地时间 confirmation 确认your time 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confirm确认departure date出发日期 suite 套房check in 入住 customs regulation海关条例 check

58、out 退房round trip 来回a single room 单人房arrival date 到达日期 a twin-bedded room 双人房42KEY EXPRESSIONSKEY EXPRESSIONSA:打出打出/接听电话时一开口说话的语言表达接听电话时一开口说话的语言表达This is / Is this (我是/你是)Speaking/ Yes.(我就是)May I speak to / talk to (我可以找听电话吗)Whos calling(请问哪位打来?) To whom am I speaking, please?(请问你哪位?)Whom are you cal

59、ling?(你要找听电话?)How do you spell your name, 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说明指定接听人因故无法接听的语言表达He is on the phone/ taking on another line. (他正在讲电话/他正在听其它电话)He is in a meeting(他在开会)He is out of the office (他出去了,不在办公室)He is busy now / not available right now (他现在正忙/现在不方便接听电话)Sh

60、e is not in the moment(她刚走开了)She is gone for the day(她今天已经回去)She has the day off today(她今天休假)She is on her vacation(她正在休假中)43C: 委托委托留言的客气表达留言的客气表达May I take a message?/Would you like to leave a message? (你要留话吗?)Please make sure he receives the message. (请确定他会收到这个留言)Please tell him I called and ask him to return my ca