1、 Making Telephone Calls 电话约晤 Nov.30,2013 2Etiquette on a phone通话礼仪通话礼仪Dialogues对话对话Keys in Making Calls通话秘笈通话秘笈Warming Up热身热身Glossary词汇词汇 Study Plan 学习计划3Etiquette on a phone通话礼仪通话礼仪Dialogues对话对话Keys in Making Calls通话秘笈通话秘笈Warming Up热身热身Glossary词汇词汇 Study Plan 学习计划 Making phone calls can be difficul
2、t.Why?You cannot see the person youre talking to,so you cannot see his body language and“read”his face.与人通话可能会很难，为什么呢？因为你见不到与你对话的人，无法感知他的肢体语言或 解读他的面部表情。I hope the lecture will help you speak on the phone with confidence in business and personal situations.希望本讲助您在商务及私人电话英语中，能满怀信心从容以对。4 Warming Up lHo
3、w would you make a phone call to your business partner?你如何致电生意伙伴？lWhat expressions would you use when you are on a phone?通话时你会使用哪些用语？lHow could you be polite on a phone?通话时如何做到礼貌待人？5 Warming Up6EtiquetteOn the Phone电话礼仪电话礼仪Dialogues对话对话Warming Up热身热身Keys in Making Calls通话秘笈通话秘笈Glossary词汇词汇 Study Pla
4、n 学习计划7KEY 1 How to start a phone call 通话开场白通话开场白 KEY 2 How to respond when you are the one wanted 当你恰好是被呼叫者时，如何回应当你恰好是被呼叫者时，如何回应KEY 3 How to respond when the person wanted is out 当被呼叫者不在场时，如何回应当被呼叫者不在场时，如何回应 KEY 4 How to make a call for your boss 当你的上司要求代其致电时当你的上司要求代其致电时KEY 5 How to conclude a phon
5、e call 通话结束语通话结束语 Keys in Making Phone Calls 通话秘笈通话秘笈 8 Keys in Making Phone Calls 通话秘笈通话秘笈 KEY 1 How to start a phone call 通话开场白通话开场白 KEY 2 How to respond when you are the one wanted 当你恰好是被呼叫者时，如何回应KEY 3 How to respond when the person wanted is out 当被呼叫者不在场时，如何回应 KEY 4 How to make a call for your b
6、oss 当你的上司要求代其致电时KEY 5 How to conclude a phone call 通话结束语 9a.CEI,may I help you?a.CEI,may I help you?(中国电器科学研究院中国电器科学研究院,我能帮你忙吗我能帮你忙吗?)?)b b.Good morning/afternoon/evening,CEI office.Good morning/afternoon/evening,CEI office.(早上早上/下午下午/晚上好晚上好,这里是中国电器科学研究院办公这里是中国电器科学研究院办公室室).).c.CEI,to whom am I speak
7、ing,please?c.CEI,to whom am I speaking,please?(中国电器科学研究院中国电器科学研究院,请问哪位请问哪位?)?)Receiver:自报家门（Introducing your companys name）询问来电者和被呼叫人（Asking who is calling and whom be called）10 a.a.Hello.This is Damon from Media CompanyHello.This is Damon from Media Company.(你好你好,我是美的公司的我是美的公司的Damon).Damon).b.This
8、is Wu from Israel.Can I speak to Mr.Chow,please?b.This is Wu from Israel.Can I speak to Mr.Chow,please?(你好你好,我是来自以色列的吴先生我是来自以色列的吴先生,请找周先生听电话请找周先生听电话,好吗好吗?)?)c.Hello.This is Chow calling.Id like to speak to Ms.Lee please.Is c.Hello.This is Chow calling.Id like to speak to Ms.Lee please.Is this Ms.Lee
9、?this Ms.Lee?(你好你好,这是小周打来的电话这是小周打来的电话,我想和李小姐讲话我想和李小姐讲话,你是李小姐你是李小姐吗吗?)?)d.Would you please connect me with the marketing department on d.Would you please connect me with the marketing department on Extension 23321?Extension 23321?(请帮我接到内线电话是请帮我接到内线电话是2332123321的市场部的市场部,好吗好吗?)?)Caller:表明呼叫者身份(Introduc
10、tion of Caller)及被呼叫者的身份(Whom be called)11a.a.Let me confirm this.You are DLet me confirm this.You are Damon,D-A-M-O-N,from Media amon,D-A-M-O-N,from Media Company.Is that correct?Company.Is that correct?(让我确认一下让我确认一下,你是来自美的的你是来自美的的Damon,Damon,对吗对吗?).?).b.Let me see if Jim is available./Ill b.Let me
11、see if Jim is available./Ill see if Jim is in.see if Jim is in.(我查看我查看JimJim是否在是否在)c.One moment,please/Hold on,please/Just a minute,please/c.One moment,please/Hold on,please/Just a minute,please/Please hold.Please hold.(请请一一等等)d.Ill transfer you now./Please hold and Ill put you through.d.Ill transfe
12、r you now./Please hold and Ill put you through.（我帮您转接）（我帮您转接）Receiver:确认呼叫者身份(Confirmation)及回复被呼叫者能否接听(Replying whether the one wanted is available)Noteslextension 分机/内线lTransfer 转接电话lConfirm 确认lAvailable 空闲的，可用的1213 Keys in Making Phone Calls 通话秘笈通话秘笈 KEY 1 How to start a phone call 通话开场白 KEY 2 How
13、 to respond when you are the wanted one 当你恰好是被呼叫者时，如何回应当你恰好是被呼叫者时，如何回应KEY 3 How to respond when the wanted one is out 当被呼叫者不在场时，如何回应 KEY 4 How to make a call for your boss 当你的上司要求代其致电时KEY 5 How to conclude a phone call 通话结束语 14 Receiver:确认本身就是被呼叫者(Confirmation)及询问呼叫者身份(Asking)a.This is she.Speaking
14、please.(我就是我就是,请说吧请说吧.)b.CEI,Marina speaking.(我就是来自我就是来自CEI的的Marina,请讲。请讲。)b.May I ask who is calling,please?(请问是哪位打来电话请问是哪位打来电话?)15a.This is Stephen from Gree.Theres something Id like to discuss with you.(我是格力公司的我是格力公司的Stephen,我有些事情想和你谈一我有些事情想和你谈一谈。谈。)b.This is Chow.Id like to show you a sample of
15、our newest product.When can we meet?(我是周先生我是周先生,我有个新产品的样本想拿给你看我有个新产品的样本想拿给你看,不知不知我们什么时候可我们什么时候可 以见面以见面?)c.If you have time,Id like to meet with you this week.How about Wednesday at 10:00A.M.in your office?(假如你有空假如你有空,我想这个星期和你见面我想这个星期和你见面,不如星期三早上十不如星期三早上十点钟点钟,在你的办公室好吗在你的办公室好吗?)Caller:向接听者表明自已的身份和致电事宜
16、和相关理由 (Introduction&Clarifying reasons to be called)16a.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让我再看看明天的日程安排表,嗯嗯,没问题没问题.)b.Tomorrow morning will be fine.The time suits for me.I think I will be available by then.(明天早上没问题明天早上没问题,那时间适合我那时间适合我,我想我那时一定有我想我那时一定有空的空的.)c.
17、Im afraid I have another appointment that day.How about tomorrow morning instead?(很抱歉很抱歉,那天我另有约会那天我另有约会,可否改在明天早上如何可否改在明天早上如何?)d.Pardon?(您能再说一遍吗？您能再说一遍吗？)Receiver:确认是否明白呼叫者的致电事宜(Confirmation)及回复确认相关要求(Replying)NotesSample 样品Schedule 日程表Appointment 约会1718 Keys in Making Phone Calls 通话秘笈通话秘笈 KEY 1 How
18、to start a phone call 通话开场白 KEY 2 How to respond when you are the one wanted on the phone 当你恰好是被呼叫者时，如何回应KEY 3 How to respond when the person wanted on the phone is out 当被呼叫者不在场时，如何回应当被呼叫者不在场时，如何回应 KEY 4 How to make a call for your boss 当你的上司要求代其致电时KEY 5 How to conclude a phone call 通话结束语 19Receiver
19、:解释被呼叫者不能接听电话的原因 (Explaining why cannot answer the call)a.a.Mr.Chow isnt at his desk right now and will be back Mr.Chow isnt at his desk right now and will be back shortly.Who shall I say is calling,please?shortly.Who shall I say is calling,please?(周先生现在不在他的位子上周先生现在不在他的位子上,很快就会回来很快就会回来,请问请问您是哪位您是哪位?
20、).?).b.Hes busy now/Hes not available now.b.Hes busy now/Hes not available now.(他现在很忙他现在很忙/他现在不方便接听你的电话他现在不方便接听你的电话)c.One moment pleaseIm sorry.Mr.Chow is out of c.One moment pleaseIm sorry.Mr.Chow is out of office.Would you like to leave a message?office.Would you like to leave a message?(请稍等请稍等很抱歉
21、很抱歉,周先生刚走开周先生刚走开,现不在办公室现不在办公室,你需留言吗你需留言吗?)?)20a.a.Thats ok,Ill wait/I will call him back in 10 Thats ok,Ill wait/I will call him back in 10 minutes/I will call him later./May I call him around minutes/I will call him later./May I call him around 3:00 P.M.your time?3:00 P.M.your time?(没关系没关系,我可以等的我可以
22、等的/十分钟后再打过来十分钟后再打过来/我待会儿我待会儿再打给他再打给他/你方时间你方时间3 3点时间左右我再致电点时间左右我再致电,好吗好吗?).?).b.May I leave a message/May I take a message/Wb.May I leave a message/May I take a message/Would ould you please ask him to you please ask him to call me back at 3:00 P.M/Would call me back at 3:00 P.M/Would you please tell
23、 him I called?you please tell him I called?(我能留个口信给他吗我能留个口信给他吗/可否转告他下午可否转告他下午3 3点左右回我点左右回我电话电话/告知我打过电话给他告知我打过电话给他,好吗好吗)Caller:回复接听者是否愿意等候被呼叫者(Replying)或请求需要接听者留言(Requiring)21a.a.Let me confirm your name and phone number.You are Let me confirm your name and phone number.You are David,D-A-V-I-D,at 281
24、29588.Is that correct?David,D-A-V-I-D,at 28129588.Is that correct?(让我确认一下你的名字和电话号码让我确认一下你的名字和电话号码,你是杨先生你是杨先生,电话电话是是28129588,28129588,对吗对吗?)?).b.You said youd be arriving in Gb.You said youd be arriving in Guangzhou uangzhou at 9:00 P.M.?at 9:00 P.M.?(你说你将在今晚你说你将在今晚9:009:00钟到达广州钟到达广州,对吗对吗?)?)Receiver
25、:回复及确认呼叫者相关联系电话号码和留言内容 (confirmation of Tel No.&message)22 Keys in Making Phone Calls 通话秘笈通话秘笈 KEY 1 How to start a phone call 通话开场白 KEY 2 How to respond when you are the one wanted on the phone 当你恰好是被呼叫者时，如何回应KEY 3 How to respond when the person wanted on the phone is out 当被呼叫者不在场时，如何回应 KEY 4 How t
26、o make a call for your boss 当你的上司要求代其致电时当你的上司要求代其致电时KEY 5 How to conclude a phone call 通话结束语 23 *S:Secretary(秘书)*R:Receiver(被呼叫者)Secretary:代致电给被呼叫者(Calling instead)询问接听者是否被叫者身 份,解释其代电理由(Saying why)a.Good morning,this is Susan Lee,secretary of Mr.Chow.Could I speak to Mr.David Chan?(Yes,David speakin
27、g)Mr.Chow asked me to call you confirming whether we can 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,This is Susan Lee,Mr.Chows secretary.Mr.Chow has asked me
28、 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.)24a.a.Certainly.I sent a fax message about this matter Certainly.I sent a fax message about this matter yesterday.Everything is okay.yesterday.Everything is okay.(当然当然,昨天我已发了传真给他
29、告知这事情昨天我已发了传真给他告知这事情,一切如计一切如计划进行划进行.).)b.Unfortunately,the shipment has been delayed due to a b.Unfortunately,the shipment has been delayed due to a typhoon in Taiwan.We are terribly sorry for the typhoon in Taiwan.We are terribly sorry for the inconvenience.inconvenience.(因为在台湾有台风的关系因为在台湾有台风的关系,船期延
30、迟了船期延迟了,我们对此事深我们对此事深感抱歉感抱歉.).)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 (Answering questions)25Secretary:确认已收到被呼叫者的回复(confirmation)a.a.Really?Then I can inform Mr.Chow that everything is on Really?Then I can inform Mr.Chow that everything is on schedule.Thanks!schedule.Thanks!(真的吗真的吗?那我就和周先生说一切顺利吧那我就
31、和周先生说一切顺利吧,谢谢你了谢谢你了.).)b.Alright.Ill tell Mr.Chow what happened for this matterb.Alright.Ill tell Mr.Chow what happened for this matter.(既然如此既然如此,那我就将此事告知周先生吧那我就将此事告知周先生吧.).)NotesShipment 装货Delivery 交付Revise 修改2627 Keys in Making Phone Calls 通话秘笈通话秘笈 KEY 1 How to start a phone call 通话开场白 KEY 2 How t
32、o respond when you are the one wanted on the phone 当你恰好是被呼叫者时，如何回应KEY 3 How to respond when the person wanted on the phone is out 当被呼叫者不在场时，如何回应 KEY 4 How to make a call for your boss 当你的上司要求代其致电时KEY 5 How to conclude a phone call 通话结束语通话结束语 Receiver:表达谢意或寄托希望（to show your gratitude for calling or e
33、xpress your hope and wishes）ThankyouforcallingThankyouforcalling.谢谢你来电。谢谢你来电。Itwaskindofyoutocallme Itwaskindofyoutocallme.感谢你打给我。感谢你打给我。Nicetalkingtoyou.Nicetalkingtoyou.很高兴跟你谈话。很高兴跟你谈话。CallmeagainanytimeCallmeagainanytime.请随时再打电话给我。请随时再打电话给我。MybestwishestoJaneMybestwishestoJane.请代我问候珍妮。请代我问候珍妮。Let
34、skeepintouch,good-bye.Letskeepintouch,good-bye.保持联络，再见。保持联络，再见。SeeyounextTuesday,thenSeeyounextTuesday,then.那么下周二见。那么下周二见。.2829 Keys in Making Calls通话秘笈通话秘笈Dialogues对话对话Warming Up热身热身 Glossary词汇词汇 Study Plan 学习计划Etiquette on a Phone 通话礼仪Answer the phone before the 3rd ring 第三声铃响之前接起电话 Make sure your
35、 greetings are professional 使你的招呼语听着很职业Be prepared before you make or answer the phone 打电话、接电话之前做好准备Be an active listener 做一个主动的聆听者Take notes as you talk on the phone 边通话边做记录Talk clearly and slowly 说话清晰，语速缓慢 Return phone calls promptly 及时回复来电30 Etiquette on a phone We dont do that.You must You have
36、to You ought Who are you?Unfortunately,we dont offer that service,but we can offer youinstead.Could you please be so kind as to May I ask to whom I am speaking to?31 Donts Dos Etiquette on a phone32 Etiquette on a phoneListen to the dialogues and try to follow them word by word.33 Keys in Making Cal
37、ls通话秘笈通话秘笈Dialogues对话对话Warming Up热身热身 Glossary词汇词汇 Study Plan 学习计划Etiquette on a Phone 通话礼仪A:Good afternoon,Sales Department.May I help you?A:Good afternoon,Sales Department.May I help you?下午好，销售部，我能帮你什么忙吗？下午好，销售部，我能帮你什么忙吗？B:Could I speak to Mr.Bush,please?B:Could I speak to Mr.Bush,please?可以和可以和Bus
38、hBush先生说话吗？先生说话吗？A:Ill see if he is available.Who shall I say is calling,please?A:Ill see if he is available.Who shall I say is calling,please?我要看一看他是否在。请问我得告诉他谁打来的？我要看一看他是否在。请问我得告诉他谁打来的？B:John Smith.B:John Smith.A:Hold the line,please.Mr.Bush is in a meeting with the A:Hold the line,please.Mr.Bush
39、is in a meeting with the Managing Director at the moment,Im afraid.Can I help Managing Director at the moment,Im afraid.Can I help you?you?请别挂机，请别挂机，BushBush先生正在和总经理开会，我可以帮你忙先生正在和总经理开会，我可以帮你忙吗？吗？34 DialoguesB:Well,I want to discuss with him the new contract we B:Well,I want to discuss with him the n
40、ew contract we signed last week.signed last week.好的，我想跟他讨论一下我们上星期签订的合同。好的，我想跟他讨论一下我们上星期签订的合同。A:I dont think the meeting will go on much longer.Shall A:I dont think the meeting will go on much longer.Shall I ask him to call you when he is back?I ask him to call you when he is back?我想会议不会开得太久，我让他有空给你打
41、电话，好我想会议不会开得太久，我让他有空给你打电话，好吗？吗？B:Yes,that would be fine.B:Yes,that would be fine.是的，那样最好了。是的，那样最好了。A:Could I have your name again,please?A:Could I have your name again,please?请再一次告诉我你的姓名，好吗？请再一次告诉我你的姓名，好吗？B:Yes.Its John Smith.B:Yes.Its John Smith.好的，我叫好的，我叫John SmithJohn Smith。35 DialoguesA:OK.Youll
42、 be hearing from Mr.Bush later in the A:OK.Youll be hearing from Mr.Bush later in the morning then,Mr.Smith.morning then,Mr.Smith.好的，好的，SmithSmith先生，早上晚些时候你会收到先生，早上晚些时候你会收到BushBush先先生的电话。生的电话。B:Thank you for your help.Good-bye.B:Thank you for your help.Good-bye.谢谢你的帮助，再见。谢谢你的帮助，再见。A:You are welcome.
43、Good-byeA:You are welcome.Good-bye.别客气，再见。别客气，再见。36 DialoguesNotesSales department 销售部Managing Director 总经理，常务董事37 Work in PairsCase 1 You are calling Mr.Wang from Gree to fix the time&place you meet for a business negotiation.情景情景1 你致电给格力的王先生商定商务谈判的时间和地点。你的搭档你致电给格力的王先生商定商务谈判的时间和地点。你的搭档 扮王先生。扮王先生。Ca
44、se 2 You are calling Mr.Yang for some detailed information of their products,but he happens to be away for the moment.And your partner acts as secretary of Mr.Yang.情景情景2 你致电给王先生咨询他们的产品事宜，而王先生恰好不在。假你致电给王先生咨询他们的产品事宜，而王先生恰好不在。假 设你的搭档是王先生的秘书。设你的搭档是王先生的秘书。38 DialoguesCase 3 Your boss asks you to call to
45、David to make an inquiry for their powder coating kneader.And your boss is right now on a business visit in Birmingham.情景情景3 你的上司正在访问英国伯明翰，他让你代他致电给你的上司正在访问英国伯明翰，他让你代他致电给David对他们的粉末涂料生产设备询盘。你的搭档扮对他们的粉末涂料生产设备询盘。你的搭档扮David39 DialoguesDictation.mp3Dictation.docx40 Dialogues41 Expressions表达方式表达方式Dialogue
46、s对话对话Warming Up热身热身 Etiquette on a phone 通话礼仪 Study Plan 学习计划Glossary词汇词汇Glossary-MAKING TELEPHONE CALLS-MAKING TELEPHONE CALLS-area codearea code 区域号码区域号码cablecable 打国际电报打国际电报 connect connect 接电话接电话fax machinefax machine 传真机传真机telephone directorytelephone directory 电话簿电话簿 facsimile facsimile 传真传真ou
47、tside lineoutside line 外线外线telegraphtelegraph 电报电报 extension extension 内线内线 分机分机telegram telegram 电报电报 电信文电信文telextelex 电传电传 打字机打字机 on the lineon the line 在听电话在听电话put you throughput you through 帮你接帮你接 a station to station calla station to station call叫号电话叫号电话collect callcollect call 对方付费电话对方付费电话just
48、 a moment/hold on/just a minute,pleasejust a moment/hold on/just a minute,please请稍等请稍等42appointmentappointment 约会会晤约会会晤 message message 口信口信 available available 有空有空reservebookreservebook 预约预约 cancellationcancellation取消取消 confirmationconfirmation 确认确认day offday off 休假休假 my timemy time 当地时间当地时间 inqui
49、ry inquiry 询盘询盘your timeyour time 对方国家时间对方国家时间 convenientconvenient 方便的方便的 contact contact 联络联络reconfirmreconfirm 再确认再确认 scheduleschedule 时间表时间表 tighttight时间紧时间紧inconvenient inconvenient 不方便的不方便的 cancelcancel取消取消 round tripround trip 来回来回l l旅程旅程departure datedeparture date出发日期出发日期 check outcheck out
50、 退房退房check incheck in 入住入住 customs regulationcustoms regulation海关条例海关条例 arrival datearrival date 到达日期到达日期 a single rooma single room 单人房单人房a double-bedded rooma double-bedded room 双人房双人房43Glossary-MAKING APPOINTMENT-MAKING APPOINTMENT-KEY EXPRESSIONSKEY EXPRESSIONSA:A: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
