商务英语综合教程（第二版）课件

Thelastseveraldecadeshavewitnessedtherapiddevelopmentofcommunicationmedia,forinstance,Email,TextMessaging,QQ,WeChat,etc.However,telephonecallsstillplayanimportantroleinbusinessandprovetobeoneofthemosteffectivemeansofbusinesscommunicationinlightoftheiruniqueandindispensablefeatures.Chapter1BusinessPhoneCommunicationLearningObjectivesBytheendofthisChapter,youshouldbeableto•describetheimportanceofphonecommunicationinbusiness;•applytheusefulwordsandexpressionsinbusinessphonecommunication;•haveanideaofseveraltipstomakebusinessphonecalls;•haveagoodcommandofbusinessphoneetiquette;•developbusinesscommunicationethics(timerespect,infoconfidentiality)•cultivatecross-culturalliteracyandresponsibilityawareness•knowabouttheexamtypesandtipsofthelisteningtestinBECVantage.Section1Warm-upPleasematchthewordswiththeirEnglishexplanations.1.assistan2.available3.confirm4.extension5.hold6.message7.switchboard8.teleconference9.transfer10.voicemailA.anextratelephonelineconnectedtoacentraltelephoneinahouseortoaswitchboardinalargebuildingB.thecentralpartofatelephonesystemusedtoconnecttelephonecallsinanoffice,hotel,etc.,orthepeoplewhooperatethissystemC.apersonwhohelpsorsupportssb.,usuallyintheirjobD.toredirectaphonecallfromonelineorpersontoanother,oftentoconnectthecallerwiththeappropriatedepartmentE.apieceofwrittenorspokeninformationleftforsomeonewhocannotanswerthephonedirectlyF.freetoseeortalktopeopleG.ameetingconductedviatelephone,video,orcomputernetworkthatallowsparticipantsindifferentlocationstocommunicateandcollaborateinrealtimeH.anautomatedtelephonesystemthatrecordsvoicemessagesfromcallerswhentherecipientsareunavailableI.tokeepatelephoneconnectionopensothatsomeonecanspeaktosomeoneelselaterJ.toverifyorvalidateinformation(e.g.,appointments,orders,ordetails)toensureaccuracySection2CaseAnalysisⅠ.Studythecase.SarahLinisabrightandenthusiasticinternat“BloomCraft”,aChinesecompanythatexportsbeautifullyhandmadedecorativeitems.Hermanager,Mr.Wang,isattendinganall-dayconferenceandhasputSarahinchargeofhandlinganyurgentcallsoremails,remindingherto“keepthingsrunningsmoothly”.Acallcameinlatethatmorning.ThecallerisMr.Evans,akeyclientfromamajorAustralianretailchain.Hespeaksclearlybutquickly.Heisfinalizinghisstore’spromotionalplansandneedstoconfirmthathislargeorder(Order#BC-7789)hasleftthewarehouseandisontracktoarrivebynextFriday.Feelingnervous,Sarahpullsupthecompany’sordermanagementsystemonhercomputer.Shefindstheorderandseesagreencheckmarknexttothestatusfield,whichsays“completed”.Relieved,shetellsMr.Evans,“Yes,Mr.Evans,Ihaveyourorderrighthere.Thestatusis‘completed’.Itisnoproblematall.Youwillhaveitontime.”Satisfiedwiththisconfirmation,Mr.Evansthanksherandhangsup,readytolaunchhismarketingcampaign.Section2CaseAnalysisⅠ.Studythecase.However,laterthatafternoon,SarahrunsintoMr.Zhang,thelogisticsmanager,inthebreakroom.ShementionscheerfullythatshereassuredMr.Evansabouthisorder.Mr.Zhanglooksconcerned.“Order#BC-7789?Thatboxisstillontheloadingdock.Thetruckwasfulltoday,soit’sscheduledforthefirstpickuptomorrowmorning.”Sarah’sheartsinks.Shesuddenlyrealizesthatintheirinternalsystem,“completed”onlymeanstheitemshavebeenmade,packaged,andinvoiced—notthattheyhavebeenphysicallyshipped.Sheprovidedcorrectinformationbasedonherunderstandingoftheterm,butfailedtounderstanditsspecificmeaningintheshippingcontext.Theorderwillnowarriveatleastonedaylate,potentiallydisruptingtheclient’simportantplansanddamagingBloomCraft’sreputationforreliabilitySection2CaseAnalysisⅡ.Discussthefollowingquestions.1.WhatarethetwomainmistakesSarahmadeduringthephonecallwithMr.Evans?2.ImagineSarahcallsMr.Evanstocorrecthermistakes.Whatshouldshesaytobeprofessionalandclear?Effectivebusinessphonecommunicationhingesonsomekeyelements:informationaccuracy,completenessofkeyinformation,andriskpredictability—allofwhichSarahfailedtouphold.First,sheconfusedtheinternalsystemterm“completed”(meaningproduction,packaging,andinvoicingfinished,notshipped)withwhattheclient,Mr.Evans,neededtoknow(whethertheorderhadleftthewarehouseandwouldarriveontime),ignoringtheterminologycognitivegapbetweentheinternalcompanyandtheclient.Second,sheviolatedthecompletenessprinciple:Mr.Evans’coreneedwastoconfirmon-timearrivalforhispromotion,butSarahonlystatedthe“completed”statusandavagueon-timepromise,omittingcriticallogisticsdetails(e.g.,warehousedeparturestatus,trackingplans)thatmakeclientstrustthecompanyandavoidrisks.Finally,lackingriskpredictability,Sarahrepliedbasedonhervagueunderstandingof“completed”insteadofverifyingwithlogisticsfirst,whichmightmaketheorderlateandhurtBloomCraft’sreputation.CommentSection3ListenandDiscussⅠ.Writewordsornumbersinthenumberedblanksaccordingtowhatyouhaveheard.MakeanOfficePhoneCallM:W:M:W:M:W:...W:M:W:M:W:M:W:Hello!Hello!CouldIspeaktoMr.Hamilton,please?I’mcalling(1)____________Ms.Stew.CanIaskwhomIamspeakingto,please?Mr.Hazel,couldyouputmethroughto(2)__________number427,please?(3)______________,please.Thelineis(4)__________atthemoment.Couldyou(5)__________later,please?I’mafraidnot.CanI(6)________________?Certainly....Wouldyoumind(7)________________,please?PleaseaskMr.HamiltontocheckhisemailandtoRSVPfortheconference.Allright.Thankyoufor(8)__________.Goodbye!onbehalfofextensionHoldthelineengagedcallbackleaveamessagespeakingupabitcallingM:W:M:W:M:W:...W:M:W:M:W:M:W:MakeanOfficePhoneCallHello!Hello!CouldIspeaktoMr.Hamilton,please?I’mcallingonbehalfofMs.Stew.CanIaskwhomIamspeakingto,please?Mr.Hazel,couldyouputthroughtoextensionnumber427,please?Holdtheline,please.Thelineisengagedatthemoment.Couldyoucallbacklater,please?I’mafraidnot.CanIleaveamessage?Certainly....Wouldyoumindspeakingupabit,please?PleaseaskMr.HamiltontocheckhisemailandtoRSVPfortheconference.Allright.Thankyouforcalling.Goodbye!Section3ListenandDiscussSection3ListenandDiscussⅡ.Discussthefollowingquestions.1.Whatpreparationsshouldwemakebeforemakingabusinessphonecall?2.Whichdoyouprefer,phonecommunicationorwrittencommunication?Giveyourreasons.Ⅲ.Role-playWorkinpairs/groupsandactoutphonecommunicationinabusinesssetting.Section4ReadingComprehensionTextATheImportanceofTelephoneCommunicationinBusinessPerson-to-persontelephonecallsdonotcommandtheprimarycommunicationroletheyoncehadbackbeforetheinformationageblossomed.Businesseshavenumerousotheroptionsforcommunicatingnow,suchasemail,textingandsocialmedia.Telephonecommunicationmaybeslowerthanitsnew-mediacounterparts,butitstillhasbenefitsinanincreasinglyimpersonalworld.Thetelephonecall,whichconnectsacallerwithahumanvoice,createsaconnectionthatothermediamaylackandisstillanimportantbusinesscomponent.PersonalAndImmediateShortoftalkingwithsomeoneface-to-face,aphonecallisthebestwaytogetapersonalresponse.Ifthepersonyoucalledisavailable,youcantakecareofbusinessonthespot.Withotherformsofcommunication,suchastextingoremail,youleaveamessageandhopeforaquickresponse.Phonecallshaveavocalbackupintheformofvoicemail.Thecallercanleaveadetailedvoicemessage,withouttherestrictionofacertainnumberofcharactersortypingatextmessageonatinycellphonekeypad.Moreover,thespontaneityandauthenticityofaliveconversationfosterasenseofclosenessandreliability,whichisparticularlyimportantwhenestablishingtrustornegotiatingdelicatematters.Inbusinesscontexts,thisimmediacyoftentranslatesintofasterproblem-solvingandmoredynamicexchangesthanwhatwrittencommunicationcanoffer.Section4ReadingComprehensionTextACommunicationIsMoreThanWordsAclassicarticleoncommunicationtheory,“InferenceofAttitudesfromNonverbalCommunicationinTwoChannels,”namesthreecomponentsofeffectivecommunication:bodylanguageaccountsfor55percentofcommunication,voicetonefor38percentandspokenwordsforjust7percent.Thisanalysisisstillwidelyacceptedasthebasisforeffectivecommunicationtoday.Onthetelephone,thetoneyouusegivesdimensionandemotiontowords,increasingtheeffectivenessofthecommunication.Certainbodylanguage,suchassmilingandstandingwhiletalking,maycomethroughintheconversation.Textingandemailsaresimplywordsopentointerpretationbythereceiver,withoutthebenefitofvoicetoneorbodylanguage.Theabilitytohearpauses,emphasis,andemotionalnuanceallowspeopletocommunicatemoreempatheticallyandaccurately.Thislayeredunderstandinghelpspreventthemisunderstandingsthatoftenoccurinpurelytext-basedinteractions,whereirony,urgency,oremotioncanbeeasilymisread.Section4ReadingComprehensionTextATheValueofInteractiveCommunicationTeleconferencingcallsbringpeopletogetherfromallovertheorganizationatafractionofthecostoftravelandmeetingfacilities.Attendeescanphoneinusingatoll-freenumberandaccesscodetojoinavirtualconferenceroomwherememberscaninteractwiththemoderatorandothermembers.Conferencecallscanbeusedinconjunctionwithvideoconferencingtoviewpresentations,askquestionsviatheinternetanddiscussanswerswithallattendees.Thisformofreal-timecollaborationsupportsimmediatefeedback,enhancesgroupcohesion,andallowsmoreinclusiveparticipationregardlessofgeographicconstraints.PhoneCallsandConfidentialitySomecommunications,suchascondolences,disciplinaryissues,sensitiveandconfidentialissues,shouldbehandledwithapersonalphonecall.Takingthetimetomakeaphonecallcarriesmoreweightthananimpersonaltextoremail.Withouttheopportunityfortwo-waycommunication,sensitiveissuesmaybemisinterpreted.Textmessagesandemailsbecomelegaldocumentsandcanberetrievedasevidencelongafterdeletion.Somebusinessesmonitorandrecordphoneconversationsbetweenemployeesandcustomersfortrainingpurposes.Deletedvoice-mailmessagesmaynotberetrievedanddonotleavearecordoftheconversation.Theephemeralnatureofvoicecommunication—whennotrecorded—canprovidealayerofprivacyanddiscretionthatisoftennecessaryindelicatesituations.Section4ReadingComprehensionTextASafeUseofPhonesMakingphonecallswhiledrivingmaybehazardous.In2024,accordingtothedatareleasedbytheNationalRoadTrafficAdministrationofChina,therewasasignificantincreaseof8.5%inmajorcasualtyaccidentscausedbydistracteddriving(primarilymanualphoneuse)inthefirstfivemonthsacrossthecountry.However,Bluetoothtechnologymakeshands-freedialingandconversationsafe,freeinguptraveltimetoprovideavailabilityforbusinesscalls.Safephoneusealsoappliestodailylife:headsets/speakerphonesinofficeslowersmartphonedamageratesandminimizeradiationexposure.Thesestepsturnphonesfromhazardsintosecure,efficienttools.Section4ReadingComprehensionNewWordsblossom['blɒsəm]v.toproduceblossom开花option['ɒpʃn]n.somethingthatyoucanchoosetohaveordo可选择的事物；选择counterpart['kaʊntəpɑːt]n.apersonorthingthathasthesamepositionorfunctionassb/sthelseinadifferentplaceorsituation职位（或作用）相当的人；对应的事物spontaneity[spɒntə'neɪəti]n.thequalityofbeingspontaneous自发性；自然authenticity[ˌɔːθen'tɪsəti]n.thequalityofbeinggenuineortrue真实性；确实性delicate['delɪkət]adj.showingorneedingskilful,carefulorsensitivetreatment微妙的inference['ɪnfərəns]n.somethingthatyoucanfindoutindirectlyfromwhatyoualreadyknow推断的结果；结论interpretation[ɪnˌtɜːprɪ'teɪʃn]n.theparticularwayinwhichsthisunderstoodorexplained理解；解释；说明empathetically[empə'θetɪkli]adv.inasympatheticmanner感情移入地，移情地Section4ReadingComprehensionNewWordsfraction['frækʃn]n.asmallpartoramountofsth小部分；少量；一点儿moderator['mɒdəreɪtə(r)]n.apersonwhosejobistohelpthetwosidesinadisagreementtoreachanagreement调解人；调停人conjunction[kən'dʒʌŋkʃn]n.acombinationofevents,etc.,thatcausesaparticularresult结合，同时发生cohesion[kəʊ'hiːʒn]n.theactorstateofkeepingtogether黏合；结合；凝聚性condolence[kən'dəʊləns]n.sympathythatyoufeelforsbwhenapersonintheirfamilyorthattheyknowwellhasdied吊唁；慰唁confidential[ˌkɒnfɪ'denʃl]adj.meanttobekeptsecretandnottoldtoorsharedwithotherpeople机密的；保密的；秘密的retrieve[rɪ'triːv]v.tofindandgetbackdataorinformationthathasbeenstoredinthememoryofacomputer检索数据ephemeral[ɪ'femərəl]adj.lastingorusedforonlyashortperiodoftime短暂的；瞬息的hazardous['hæzədəs]adj.involvingriskordanger,especiallytosb'shealthorsafety危险的；有害的Section4ReadingComprehensionDrillsⅠ.Fillintheblankswiththewordsgiveninthebox.Changetheformifnecessary.1.Alltheliteraturecanbe________fromthedatabaseinourschoollibrary.2.Itisnowwidelyacceptedthatsmokingis________tohealth.3.Themanagerphonedhis___________intheotherfirmtonegotiatetheshippingandpaymentterms.4.Theseclothesaresoldata________ofthepriceofthosearticles.5.Hehas_________intoaself-confidentyoungsingersinceImethimthreeyearsago.blossomcounterpartretrievehazardousfractionmodulateinferoptionconfidentialinterpretretrievedcounterparthazardousfractionblossomedSection4ReadingComprehensionDrillsⅠ.Fillintheblankswiththewordsgiveninthebox.Changetheformifnecessary.6.Voters___________hisspeechasadecisiveandresolutemovetowardstherevitalizationofthenationaleconomy.7.Agoodessaymusthaveaconvincingargumentandanaturalconclusionbasedonsound__________.8.Ourcorrespondence,strictlyprivateand____________,couldnothavebeenknownbyanyoutsiders.9.Wehadno________buttoagreeonthismatter.10.Theactor___________hisvoicewithgreatskillinordertovividlyportrayhischaracterinthefilm.blossomcounterpartretrievehazardousfractionmodulateinferoptionconfidentialinterpretinterpretedconfidentialinferenceoptionmodulatedSection4ReadingComprehensionDrillsⅡ.Choosethebestanswer.1.Comparedtootherformsofcommunication,suchasemail,texting,andsocialmedia,atelephonecallisstillimportantduetothefactthat______.A.itisfasterB.itissaferC.itcreatesaconnectionthatothermediamaylackD.itislessexpensive2.Accordingtotheauthor,whatisthebestwaytogetatimelyandpersonalresponse?A.Email.B.Texting.C.Atelephonecall.D.Letters.Section4ReadingComprehensionDrillsⅡ.Choosethebestanswer.3.Accordingtothearticle,whichofthefollowingcomponentsranksNo.1ineffectivecommunication?A.Spokenwords.B.Bodylanguage.C.Voicetones.D.Notmentioned.4.Whichofthefollowingissimilarinmeaningtotheunderlinedword“facilities”?A.Anaturalabilitytolearnordostheasily.B.Staffmembers.C.Expensesorcosts.D.Buildings,services,equipment,etc.thatareprovidedforaparticularpurpose.Section4ReadingComprehensionDrillsⅡ.Choosethebestanswer.5.Certaincommunicationsshouldbehandledwithapersonalphonecall,exceptfor_________.A.condolencesB.conferencesC.disciplinaryissuesD.sensitiveandconfidentialissues6.Whichofthefollowingbehaviorsisnotconsideredadangerousactwhiledriving?A.Makingphonecalls.B.Texting.C.Listeningtomusic.D.Emailing.Section4ReadingComprehensionTextBProperBusinessTelephoneEtiquetteTipsThefollowingtipswouldgiveabasicguidelineonhowtoansweraphoneinaprofessionalmanner.Whetheryoukeepthemasareminderforyourselforsendthemasasubtlehinttosomeoneelse,itneverhurtstohaveagameplanbeyondsaying“Hello”.1.___________________Thefirstthingyoushoulddobeforeansweringacallatworkistomakesurethatyourmouthisclearofanyfoodordrink.Wehavehadallthosenightmarecallswherethepersontryingtohelpussoundsasifhe/shehasjusttakenabiteoutofasubsandwich.Trynottoputsomeoneelsethroughthatexperience.2.BePreparedfortheCallHaveyouevercalledsomeoneandimmediatelybeenputonholdbecausehe/shewasnotreadytohelpyou?Itisafrustratingexperiencebecausewealwaysexpectapersontobereadywhenhe/sheanswerthephone.Thebestwaytobepreparedtohelpsomeoneistohaveyourworkspaceinorder.Makesurethatyouhaveanynecessarypapersinorderandwithinreach.Also,makesurethatyourcomputerscreeniswithinsightrangewiththenecessarycomputerapplicationsupandrunning.Havingyourmaterialsinorderbeforehandwillsaveyouvaluabletimeandallowyoutojumprightintohelpingyourcustomerswhentheycall.Section4ReadingComprehensionTextB3.__________________Ifyouareansweringthephoneatwork,yourentirefocusshouldbeonthepersonyouhaveonthephone.Ifyoudeflectyourattentiontopeopleandconversationsaroundyou,youstandachanceofmissingoutonimportantdetailsthatyoumayneedtoassistyourcustomer.Ifsomethingisgoingonaroundyouthatyoumusttakepartin,politelyaskthepersononthelineifhe/shecouldholdorifyoucancallhim/herrightback.Avoidstartingasideconversationwhilethepersononthephoneisstillabletohearyou.Notonlyisitconfusing,butitisalsorude.4.Don’tMakeNoiseWhileThinkingThisisahabitthatmanyofushavewithoutbeingcompletelyawareofit.Onemomentsomeoneasksaquestion,andthenextmomentwearemaking“Hmmmm”noiseorclickingourtonguewhilethinkingofananswer.Theproblemisthatnoiseismoreaudiblethanwethinkitis.Thepersonontheotherendofthelineisforcedto“listen”tothenoise.Anotherthingtoavoidischewinggumwhileonthephone.Whileitmayseemquiet,itisnothardtohearsomeonevigorouslychewingandpoppinggumthroughaphone.Section4ReadingComprehensionTextB5._____________Theminuteyoupickupthephone,youshouldeliminateanyconfusionaboutwhoyouareandwhatyoucandoforthecustomer.Youropeningoftensetsthetoneforhowthecallwillproceed.Ifyouhaveafriendly,helpfultone,peoplewillusuallybemorewillingtoworkwithyouthanifyouranswersoundsgrumpy.Whenyouanswerthephone,trytoincludethefollowingelementsinyourintroduction:•yourcompany’sname;•yourname;•thedepartmentyouworkin;•askingabouthowyoucanhelp.Bydoingthis,peoplewillhaveageneralideaofwhotheyaretalkingtoandwhetherornottheymayneedtobetransferred.Italsoextendstheideathatyouarereadyandwillingtohelpthemout.Section4ReadingComprehensionTextB6._____________Ahugepartoftakingacallatworkisactuallylisteningtowhatthecallerhastosaytoyou.Takeamomentatthebeginningofthecalltoaskforthecaller’sname,anduseitfromtimetotimeinyourconversation.Notonlydoesitshowthatyoupaidattentiontowhathe/shetoldyou,butitalsobuildsabondbetweenyouandyourcustomer.Ontopofgettingyourcaller’sname,youshouldalsoidentifywhatissuehe/sheiscallingabout.Aftergettingtheproblem,besuretoaskhowyoucanhelphim/herresolveit.Makesurethatyoudonotcutoffthecustomerwhilehe/sheisdescribingtheissue,evenifyouthinkyouknowwhathe/sheisgoingtosay.Givehim/herachancetospeakandthenworkonaresolution.Section4ReadingComprehensionTextB7.AskforPermissionBeforeUsingtheHoldButtonTherearegoingtobephonecallswhereyouwillhavetoputpeopleonholdtotrytogetaresolution.Thereisnothingwrongwithusingtheholdbuttonaslongasitisdoneinaresponsiblemanner.ThefirstthingyoushoulddoistoaskthecallerifitisOKforyoutoputhim/heronhold.Usually,thisisalsoagoodtimetoexplainexactlywhyyouneedtheextratime.Inmanycases,peopledonotmindwaitingaslongastheyknowwhytheyarewaiting.Anotherthingtomonitorisyourholdtime.Therearegoingtobecaseswhereanextendedholdisnecessarytogetacorrectanswer.Inthesecases,besuretocheckinwiththecustomertolethim/herknowthatyouarestillworkingonhis/herissueandyouhavenotforgottenhim/her.Youmayalsowanttoseeifhe/shewantstocontinueholdingorifhe/shewouldpreferacallback.Section4ReadingComprehensionTextB8.________________Therearegoingtobetimeswhenpeoplereachyourdeskinerror.Ifyouendupneedingtotransferacall,advisethecallerexactlywhyyouaregoingtohavetotransferhim/hertoanotherperson.Ifyouareabletohelpthepersonwithouttransferringhim/her,byallmeans,acceptresponsibilityforthecallandgetthingstakencareof.Ifyouneedtotransferthecall,besurethatyougivethecallertheextensionyouaretransferringtoincasethecallisaccidentallydisconnected.Also,makesurethatyouwannatransferthecall,meaningyouintroducethecallertothepersontakingoverthecall.Thiswillensurethateveryoneisonthesamepagewhenthenewcallbegins.9._________________Attheendofyourphonecall,makesurethatthecallerhasbeengivenareasonablesolutionfortheissuehe/shecalledabout.Whileitisnotalwayspossibletopleaseeverycaller,doyourbesttoexplaintheresolutiongivenandanyalternativesthatmaybeavailable.Ratherthanjustgivingsomeoneanegativeanswer,thinkofwaysthatyoumayactuallybeabletohelpthepersonontheotherendofthephone.Often,apersonwilllosetheangerofbeingdeniedsomethingwhenhe/sherealizesthatyouarestilltryingyourbesttofigureoutanalternativeforhim/her.Section4ReadingComprehensionTextB10.SetaReasonableTimeFrameWhenyouneedextratimetoresearchtheissue,makesurethatyouletthecallerknowwhatyouaregoingtoberesearchingandhowmuchtimeitwilltakeyoutocallback.Makesurethatyouaregivingareasonabletimeframe.Ifthecustomercallsbackfirst,itusuallydoesnotgoverywell.Theimportantthingtorememberisthatthetimeframeshouldbereasonable.Ifyoutellsomeoneyouwillcallbackin24hourswhenyouknowthatyourscheduleisfull,youarejustsettingyourselfupforadifficultsituationlater.11._________________Aftereverythingelseisdone,closethecallbythankingthecallerforcallingyou.Thismightalsobeanothergoodtimetodrophis/hernameinconversation.Thiswillshowthatyounotonlyvaluehis/herbusiness,butyoualsovaluethewholecustomer.Section4ReadingComprehensionDrillsⅠ.ReadTextBandchoosethebestsentencetofillineachblank.A.UseaProperIntroductionB.LimitDistractionsAndSideConversationsC.WrapItupWithaSmileD.ClearYourMouthE.ListentoYourCallerF.ProvideaSuitableResolutionG.BeCarefulWhenTransferringaCall1-d3-B5-A6-E8-G9-F11-CSection4ReadingComprehensionDrillsⅡ.Answerthefollowingquestions.1.Canyoustartasideconversationwhilethepersononthephoneisstillabletohearyou?Whyorwhynot?_________________________________________________________________________2.Whenyouanswerthephone,whatshouldbeincludedinyourintroduction?_________________________________________________________________________3.Whenyouneedsomeextratimetoresearchtheissue,whatshouldyoutellthecaller?_________________________________________________________________________Section5Mini-projectⅠ.Watchthevideoandanswerthefollowingquestions.1.Howistelephonecommunicationdifferentfromface-to-facecommunication?2.Whatarethefourtipsmentionedinthevideo?Canyouaddsomemoretipstoit?3.Whatdoes“deadair”meaninthevideo?Howcanweavoidit?Section5Mini-projectⅡ.Pleasemakeupabusinessphoneconversationandactitoutinpairs/groups,payattentiontothelanguage,toneandetiquette.1.HandlingaCustomerComplaintAboutDelayedGoodsScenarioAcustomer(fromABCRetail)callsasupplier(GreenWaveLogistics)tocomplainaboutadelayedshipmentof500unitsofofficestationery.ThegoodsweresupposedtoarriveonOctober1st,butarestillmissing.Thesupplierneedstoapologize,investigatetheissue,andofferasolution.TasksDividetheclassintoseveralgroupswithtwoworkingasapair.RoleAinitiatesthecomplaint,asksforanexplanation,andexpectsaresolution.RoleBlistenspolitely,apologizes,checkstheshipmentstatus,andproposesasolution.Section5Mini-projectⅡ.Pleasemakeupabusinessphoneconversationandactitoutinpairs/groups,payattentiontothelanguage,toneandetiquette.2.ReschedulingaBusinessMeetingScenarioAmarketingmanager(fromBrightTech)callsaclient(fromNovaCorp)torescheduleameetingoriginallyplannedforOctober5that2p.m.Themarketingmanagerhasalast-minuteurgenttaskandneedstomovethemeetingtoOctober6that10a.m.TheclientisbusyonOctober6thandsuggestsOctober7that11a.m.instead.Theyneedtoconfirmthenewtimeandsharemeetingmaterials.ScenarioDividetheclassintoseveralgroupswithtwoworkingasapair.RoleArequeststoreschedule,explainsthereason,andnegotiatesanewtime.RoleBrespondstothereschedulingrequest,proposesanalternativetime,andconfirmsdetails.Section5Mini-projectⅡ.Pleasemakeupabusinessphoneconversationandactitoutinpairs/groups,payattentiontothelanguage,toneandetiquette.Tip1:UseAIfor