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1、Unit 3 On the phoneContentsn3.1 Types of phone call and tel. directoriesn3.2 Process of making a business phone calln3.3 Skills for making different phone callsn3.4 Leaving a messagen3.5 Telephone alphabet and symbolsn3.6 Dealing with answering machine3.1 Types of phone call nLocal callsnIntercom ca
2、llsnLong distance/trunk callsperson-to-person callstation-to-station callcollect call / reverse callinternational trunk callInternational Direct Dialing System(IDD) e.g. 00 1 415 6666526 international code the US code code of Los Angeles receivers tel. numberDifferences of making phone calls in GB a
3、nd in America GB AmericaReading the tel. numberDivision by twoDivision by threeUse “double” to repeat the same number Repeat the same numberTelephone directoriesnYellow pages (Classified)for business institutionsarranged in names of profession (e.g. Bank, Hotel, Restaurant).nWhite pagesfor household
4、sarranged in alphabetical ordernBlue pagesfor government3.2 Process of making a business phone callnYoull hear Sylvia Perez trying to arrange an appointment with Dr Henderson, Head of Research at Richmond and Co. Ltd. As you listen, make a list of the things that went wrong:nMisunderstandingsnMistak
5、es that the speakers madenBad telephone style or behaviorWhats wrong with each of them?n(unintelligible) and CompanynMr AndersonnHuh! Well, Ill try/nDr Bill HendersonnOh, hello.nPerez: P-E-R-E-Z.nLaboratory measuring equipmentnApril 11th at 10 oclocknThats right.nYes, 2.50.nPerexGolden rules :n nPla
6、nPlan your call by making notes beforehand.nTalk slowlyslowly and clearlyclearly.n nListen carefullyListen carefully to what the other person says.n nNote down important detailsNote down important details (numbers, spellings, dates and times, etc.).n nCheck backCheck back that you have understood im
7、portant details correctly.n nFollow up the call with a fax, e-mail or letter, Follow up the call with a fax, e-mail or letter, confirming the details!confirming the details!Useful functions!nAnswering the phone*Good morning, Jackson Enterprises,Sally Jones speaking.*This is speaking.*How can I help
8、you?*Could you speak up, please?*Am I speaking to?*Could you spell that please?*Who would you like to talk to, sir/madam?*One moment please, Ill see if Mr Jones is available. Putting someone through*Ill put you through to*Ill connect you to*Ill puton the line*Im sorry, theres no reply from Mr Jones.
9、Putting someone on hold *Just a moment, please. *Hold on, please. *Hold the line, please. nProblems *Im sorry, I dont understand. *I cannot hear you very well. *You must have dialled the wrong number. *Ive tried to get through several times, but its always engaged.Asking for someone*Id like to speak
10、 to*Could I speak to someone who*Could you put me through to Mr. Jones, please? Asking someone to call back*Thank you for waiting. Im afraid Mr Jones is not in at the moment.*Im sorry, Mr Jones is in a meeting.*Can/Could you call back later in the day?Practice!nFollow the flowchart to practise makin
11、g a phone call, using the functions weve just learned and pay attention to your manner.nTo simulate the situation of a telephone conversation, you and your partner must sit back-to-back.A B Ask to speak to Mr Anderson. Hes in a meeting.Ask when hell be free. You dont know. Offer to find out.Say youl
12、l wait. He wont be free till after 6 pm.You want him to call u first thing tomorrow. Find out callers name and number.Give your (real) name and number. Note down the informaiton and say uwill leave the message on his desk. Say thanks and goodbye. 3.3 Skills for making different phone callsn nRequest
13、ingRequestingYoull hear two colleagues on the phone. Put a “T” or “F” to show if Youll hear two colleagues on the phone. Put a “T” or “F” to show if TERRY agrees or refuses to do these things for Jane.TERRY agrees or refuses to do these things for Jane.send a copy of the report ( )arrange accommodat
14、ion ( )call Sandy in New York ( )translate a document into English ( ) check her punctuation and spelling ( ) Id like you to, please. Could you asktofor me? Could you, please? Do you think you could? Would you mind -ing ?Sure. Certainly. I wont be able to, because Im sorry but Im afraid thats not po
15、ssible, becausen nOffering to helpOffering to helpYoull hear two more colleagues on the phone. Put a “T” or “F” to Youll hear two more colleagues on the phone. Put a “T” or “F” to show if SALLY accepts or rejects each of Bills offers to help.show if SALLY accepts or rejects each of Bills offers to help.check
