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1、Business English 王华玲 Unit Two Telephone EnglishPart OneSpeaking电话往来是现代商务交往的重要手段，绝大多数外贸公 司都无法离开电话进行商务活动。但与日常生活打电话不同 ，打商务电话有其独特的礼节和技巧。 电话谈话属口语交际。但由于电话本身的特点，电话用 语又区别于一般日常交际用语。打电话时，谈话的双方都无 法用面部表情和手势表达自己的思想；另外，打电话还受到 时间的限制，也就是说，我们不能像平时面对面聊天那样， 时间可以自己控制，因此，也就难免会产生交际的误会。因 此，打电话时要求声音清晰，语言简练、明了，措辞恭敬。 在日常商务电话
2、往来中，掌握一些接打电话的基本技巧是非 常必要的。这些技巧包括如何应对陌生、紧急的来电，Background Information如何处理抱怨、无理取闹的电话，等等。还应注意，打 完电话时，若对方是重要的客户、女性客户或长辈，应该先 让对方挂电话。总之，通电话时一定要态度友善，语调温和 ，讲究礼貌。掌握恰当得体的接打电话技巧有助于改善双方 的商务关系，促进商务发展。Case 1: You are the person wanted on the phone Is Daisy there？ This is she. Youre speaking/talking to her. This is
3、Daisy. Thats me. Speaking. May I speak to Mr. Gates？ Hes not here right now. Hes out. Hes in a meeting right now. Youve just missed him. Hes just stepped out. Case 2: The person wanted on the phone is not here at the moment Case 3: Would you leave a message? Can I talk to Mark？ Hes out on his lunch
4、break right now. Would you like to leave a message？ Hes not available right now. Can I take a message？Case 4: The caller asks when he/she will be back Do you know when he will be back？ Im sorry. I dont know. I have no idea. He should be back in 20 minutes.Case 5: Where is he/she? Do you have any ide
5、a where he is？ Sorry. I dont know. Hes at work right now. Do you want his phone number？ Sorry. I have no idea. Would you try his mobile?Case 6: Can I leave a message? Can I leave a message？ Yes. Go ahead, please. Of course. Hold on for just a second so I can grab a pen and paper. Sure, if you can ex
6、cuse me for just a second. Let me find a piece of paper to write it down. Case 7: Ask for repetition When he comes back, can you have him call me at (206) 5551212？ Can you repeat again, please？ (Say) Again, please？ Pardon？ Once again, please？ Im sorry？Case 8: Dont want to take a message to avoid mis
7、takes May I leave a message？ You know what？ My English is not that great, and I dont want to miss anything. Would you mind calling back later？ Im sorry. If you dont mind, could you please call back and leave a message on the answering machine？ My English is not very good. Case 9: Someone else is wan
8、ted on the phone Is Brandon there？ Yes, he is. One moment, please. Hold, please. Hold on, please. Let me see if hes here. Hang on. O.K.？ Case 10: The caller has dialed a wrong number Can I speak to Alexander Walker？ Alexander Walker？ Im sorry, but theres nobody here by this name. Im sorry. Im afraid
9、 youve got the wrong number. What number did you dial？Other Cases Can you put Daisy back on？ I forgot to tell her something. Sure. Ill go to get her. Paul, can you answer the phone？ Im busy. Can you get it, Paul？ My hands are tied. Did it go through? Nobody answered. I got the answering machine. The
10、 line was busy. I got the busy signalsAnswering Machine Hi！ This is Abby. Im not home right now. Please leave a message. Hi！ This is 555-5555. Were not here. Please leave your message. Thank you. Hi！ This is Brenda. I cant come to the phone at this time. Please leave a message and Ill call you back
11、as soon as possible. 1. 拨打国际商务电话，为了能更清楚、更详细、更有效地 说明你想要了解的信息资料，列一个谈话的内容清单， 这样不仅能帮助你节省时间，易于表达，同时也可以避 免遗忘一些重要的内容。 2. 打电话常遇到“Yeah”，“Hello”，“Yes”之类的简短回答， 如果你想等对方先说话，可能等到的是对方挂上了电话 ，这会令双方感到尴尬。因此，打电话的人可以主动出 击，常用的句子有：Good afternoon. Id like to speak to Mr. Smith of Accounting Department.Hello, this is Liu Zh
12、ong from Central South University.Cultural Tips-Business CallsHello, Is Mr. Smith of ABC Corporation there?Is Mr. Smith available, please? My name is Liu Zhong from Central South University. 3. 请求电话接线员转接电话，常用的礼貌用语有：Could you put me through to Mr. Smith, please?I would like to talk to Mr. Smith, the
13、General Manager of your company.Good morning. Can I speak to Mr. Smith of HR Department? 4. 接电话的礼仪最重要的就是第一印象。一拿起电话，应 该先礼貌地问候一声“Good morning”或“Good afternoon” ，并报出自己的单位、部门或个人的名字，一气呵成。用英语接电话时，不能使用“Hello，hello”，这是不 礼貌的。“Hello”习惯上只能用一次。为例避免对方的尴 尬，可以主动地说：May I know who is calling/speaking?Is there anythi
14、ng I can help?Is there anything I can do for you?Can I help anything?What can I do for you? 5. 如果接电话的人正好是打电话的人要找的人，可以说：This is he/she.Yes, its me.Yes. May I know whos calling?Speaking. 6. 如果对方要找的人不在办公室，应主动帮助寻找，这是 基本的礼貌礼仪。这方面的常用语有：Wait a minute. Ill just find out if he is in the other office.Hold on/
15、the line, please. Let me see whether hes back yet.Sorry, he is not in this office. Do you know his extension? I can put you through. 7. 打电话的人和接电话的人在结束谈话时应致谢对方，但 方式稍有不同。打电话的人通常都是有事相求的一方， 因此常说：Thanks for your help.Thanks for the information.I really appreciate your answer. 8. 注意：在有些商务场合，被求的一方也应致谢有求的一 方。如：Thanks for calling.I really appreciate that youre interested in our products.Thank you for your reminding me the payment.Sample Dialogue Guangdong Textile, good morning. Good morning, this is Lisa of International Corporation in Los Angeles. Could I speak to Mr. Liu, pl
