文秘专业英语 effective telecommunications unit 3 study objectives...

文秘专业英语

Effective Telecommunications

Unit 3

Study Objectives

学习用英语与公司同事､客户进行电话沟通的技巧

学习用英语接听及拨打电话的常用语

了解办公室接听电话的基本礼仪

掌握电话留言及备忘录的写作格式与规范

Tips for Preparing a Business Call

Remember that a business telephone call is comprised of three

components, the beginning introduction, the middle bulk of the call, and the

end summing up.

Say everything that you need to in order to explain your reason for calling.

State when you will return the call or request that the other person call you

back. If you have to leave a message, be concise.

Let the other person know at the beginning of the call if you plan to use a

speaker phone or record any part of the conversation.

The first impression anyone gets from you will be lasting. Your voice on

the other end of a telephone line is that first impression. You need to

conduct yourself in a professional manner when calling people for

business purposes. Expect the same results as you would in an in-office

meeting. Here are a few steps to help you along.

Contents

Part One DialoguesPart One Dialogues

Part Two Useful ExpressionsPart Two Useful Expressions

Part Three Simple WritingPart Three Simple Writing

Part Four ExercisesPart Four Exercises

Part Five Social EtiquettePart Five Social Etiquette

Dialogues

Susan is at her office, a call from Judy Brontte, a potential client is

reaching her for the inquiry of a new product.

Dialogue One

S: Susan Brown J: Judy Williams

S: ABC Company. Susan Brown speaking.

J: Hello. This is Judy Williams from Morgan Limited Corporation. I’d like some

information about your electrical toy Super Bear II.

S: Uh huh. Thank you for your inquiry. That’s a new product of us which is

in European market. What specific information would you

like to know?

Part 1 Part 2 Part 3 Part 4 Part 5

on good sale1

1. 畅销品

Dialogues

Dialogue One

J: Well, first of all, how much does it cost?

S: The recommended is $65.

J: Would you please offer me your lowest quotation, . If

your prices are favorable, our company will place the order right now.

S: OK, our quotation just depends on . And if you place

a large order, we can offer you a good discount.

J: Would you please send me the price list by fax? Our purchasing manager

may need it.


retail price2

2. 零售价

CIF San Francisco3

3. 旧金山到岸价

the size of your order4

4. 订单的大小

Dialogues

Dialogue One

S: Sure. Just a minute, I’ll get the list for you.

J: OK.

S: Hello again, I have got the list before me. Would you please turn on your

facsimile machine and give me a signal of receiving so that I can send it to

you immediately?

J: That’s good.

(After a moment, Judy got the price list.)

J: Hello, Susan. By the way, what about delivery?


How soon could you deliver5?

5. 多长时间出货 ?

Dialogues

Dialogue One

S: I’m afraid we don’t have the Super Bear II in stock. I’m afraid you may have

it at the end of the month.

J: It means two weeks later from now?

S: That’s right.

J: Then, the last question is about . What kind of

warranty do you offer?

S: It is one month from the date of purchase.


warranty of the product6

6. 产品保质期

Dialogues

Dialogue One

J: OK, I see. Susan, I think I have got all the information that is needed. And I’ll

report it to my boss immediately.

S: Thank you for calling. I hope we can have your earliest reply and find the

chance to offer you our best service.

J: Thank you for your good intention. I’ll get back to you as soon as possible.


Dialogues

Dialogue Two

S: Susan Brown C: A Caller from the Pioneer Hotel

S: Good morning. ABC company, Mr. Henry Stevenson’s secretary speaking.

Can I help you?

C: Good morning. Can you Mr. Henry Stevenson, please?

S: . Who shall I say is calling, please?

C: Yes, my name’s Hay White from the Pioneer Hotel.


Susan is at work, a call from the Pioneer Hotel is ringing on which Mr.

Henry Stevenson is wanted, but he is at meeting now, so Susan answers

the call.

put me through to1

1. 能帮我接通某人的电话吗 ?

I’ll see if he is available2

2. 让我看看他是否在 ( 办公室 )

Dialogues

Dialogue Two

S: I am sorry. Could you spell your surname, please?

C: W-H-I-T-E.

S: And you are from Pioneer Hotel, P-I-O-N-E-E-R, right?

C: Right.

S: I’m afraid Mr. Stevenson is out of office at the moment. And he won’t be back

until this afternoon. Can I take a message for you?

C: Yes, please.

S: And what’s the message, sir?


Dialogues

Dialogue Two

C: I’m calling about a problem with the meeting room used for the seminar held

by your company next week.

S: Sorry, did you say the seminar begin on 20 June?

C: Yes, that’s right.

S: Then, what’s the problem, please?

C: I wonder how many participants will take part in that meeting? Shall we

S: OK... yes... The problem is how many participants there will be at the mee-

ing and whether you need to prepare dim sum and drinks for the coffee-break.


prepare dim sum and drinks for the coffee-break3 ?

3. 为会议休憩时间准备点心和饮料｡

Dialogues

Dialogue Two

C: That’s right, yes.

S: OK. I’ll give him the message.

C: Thanks. Would you please also tell him to give me a reply as soon as

possible? You see, this is the peak season for our hotel and we need to

make all the preparations for it in advance.

S: No problem. I’ll take it into the message as well.

C: Thanks. You are so helpful.

S: Thank you for calling. Bye.


Dialogues

New Words

available [] a. 可得到的 , 可找到的 dim sum [] n. 点心participant [] n. 参加者 seminar [:(r)] n. 研讨会


Dialogues

Word Bank

a provincial/city-area/local call

省内 / 市区 /

本地电话switchboard 总机an extension 分机an international call 国际长途a national call 国内长途area code 区号direct call 直拨电话intercom 内部通话系统long-distance call 长途电话operator 电话接线员emergency call 紧急电话

to hang up 挂断电话to hold on/ the line 稍候勿挂断to ring up 打电话to call for you 找你听电话to dial the phone 拨动电话号码to pick up a receiver 拿起听筒operator 电话接线员 operator-assisted call 由接线员转接的电话phone booth 电话亭phone directory 电话簿 phone number 电话号码 wrong number 错误号码mouthpiece 话筒


Useful Expressions

请帮我找乔治 · 格洛根先生听电话｡1. Can I speak to George Grogan, please?

请帮我转拨分机号码 108 ｡2. Can I have extension 108, please?

你好 , 我叫皮特 · 布莱克 , 能帮我接通柯雷格 · 梅因先生的电话吗 ?

3. Hello, my name’s Peter Black. Can you put me through to Mr. Craig Maine

please?


Making a call

我打这个电话是要谈论关于出货的时间问题｡ 4. I’m calling about a problem with the delivery dates.

Useful Expressions

刚才西蒙小姐打电话给我而我不在 , 我现在给她回话｡

5. Just now Miss Simon called me and I wasn’t available, now I’m returning

her call.

你能转告他我今晚已经在马萨尔酒店订了晚餐 , 届时会在那里与他见面吗 ?

6. Could you tell him I’ve booked a table at Marcel’s restaurant this evening

and I’ll meet him there?

抱歉 , 我会重新帮你接通电话｡请别挂机｡

7. Sorry, I’ll try to reconnect you. Hold the line.


Making a call

Useful Expressions

是的 , 请转告他阿兰 · 亚伯拉罕打过电话给他了｡

8. Yes, please. Could you tell him Alan Abraham called?

密斯先生现在正在开会 , 我帮你把电话接到会议室去｡

9. Mr. Smith is at a meeting at the moment, I’ll reach him in the conference

room.


早上好 ! 先生｡我打电话是想了解一下有关轻松扫描仪 IV 型的情况｡

10. Good morning, sir. I’m calling to get some information about the

Easyscanner IV.

Making a call

Useful Expressions

Receiving a call

抱歉 ! 占线｡请问您是愿意不挂机还是让我帮您留言呢 ?

1. I’m sorry, the line is still busy, can you hold on or let me take a message?

是的 , 我会帮您转告｡需要他给您回电话吗 ?

2. Yes, I’ll tell him that. Shall I ask him to call you back?

请您重复一下贵公司的名称｡3. Could you please repeat the name of the company, please?


请问您是哪位 ?

4. Who’s calling, please?

Useful Expressions

请问留言的内容是什么 ?

5. And what’s the message, please?

抱歉 , 安德鲁先生 , 我们经理今天一整天都要开会而且不接电话｡我会让他稍

后给您回话｡

6. I’m terribly sorry, Mr. Andrews, our manager will be in conference all day

today and he won’t take any calls. I’ll ask him to call you back later.


他外出用餐了 , 您能过一个小时再打过来吗 ?

7. He’s out for lunch. Would you like to try again an hour later?

Receiving a call

Useful Expressions

谢谢您的来电 ,并希望能为您提供服务｡

8. We appreciate your having called us and hope we can be of service.

请问您有什么事情呢 ?

9. May I know what this call is about?


Receiving a call

早上好｡这里是大西洋公司的怀特小姐｡请问我能帮你做什么 ?

10. Good morning. This is Miss White of Atlantic Company. May I help you?

Sample Writing

Section 1: A Telephone Message Slip

While taking a telephone message, you will find paper message pads to

meet every need. Ask the caller to spell her name. Spell it back to her to make

certain you got it right, ask the caller for her telephone number. Repeat it to her to

confirm you wrote it correctly, invite the caller to leave a more detailed message.

After the call, record the date and exact time of the telephone call. This is

especially important if the caller contacts your office more than once.

记录电话留言时 , 用现成的电话留言单能满足你的全部需要｡要求来电者拼写她的姓名 ,然后重复一遍以确保正确 ;询问她的电话号码 , 重复并确认 ; 请来电者说出具体的留言信息｡挂电话后 ,记录准确的来电时间和日期很重要 ,尤其是当来电者不止一次电话联系你们的时候｡


Sample Writing

Sample

To __Sam WHILE YOU WERE OUT

AMDate: July 14, 2008 Hour: PM _3:15_ From: Mary Adams__ Of Health and Safety Council Company Phone: 39680672( ) Please phone ( ) Came to see you( ) Telephoned ( ) Returned Call ( √ ) Call Back ( ) Will Call Again ( √ ) Important ( ) Urgent Message : Call back to tell her the next appointment with her will be on Thursday afternoon at 3:00 p.m. at his office. Signed: Ben_


Sample Writing

In business, a letter is used to communicate with someone outside the

company. When you wish to write to someone within your company, you will send

a memorandum. Because the interoffice memo form was developed to save time,

the formality of an inside address, salutation, and complimentary closing is

omitted.

在商务往来中 ,如果跟公司外部的人沟通 , 我们会选择商务信函｡当你想以文字形式与公司内部人员沟通的时候 , 你会选择备忘录｡使用备忘录的目的就是节省书写时间 ,所以它省略了正式信函中的一些形式 ,比如信内地址 , 称呼和信末客套话｡


Section 2: Memorandum

Sample Writing

Sample


To: Carl FowlerFrom: Jane LarsonSubject: Scheduling the filmDate: July 11, 2008 We’d better rearrange the showing schedule for next week’s film. As you know, we are going to show the film, The War of the Red Cliff, next week in the projection room, which holds only fifty people comfortably without overcrowding. It is not big enough for the whole staff to see the film at the same time. So I suggest we show the film for twice. For example, we can arrange 40 people to see the film there on Saturday at 7:30 p.m., and the remaining 40 on next Tuesday at the same time. If there’s any problem about this arrangement, please let me know. Jane Larson c.c. Stan Clark

Exercises

Listen to the following passage carefully and fill in the blanks according

to what you hear.

1. Listening.

While 1 , you may know very well 2 the

following are for your reference:

◎ Introduce yourself or remind the person you call of 3 at the

beginning of the call.

◎ Find out if the person you are calling 4 to talk. If not, try to

5 for you to call back.

◎ Use notes to help guide you through the specifics you 6 .

This may be the only chance you really have to 7 across.


making a business Call _____________________ about how-to ____________

is fully available _______________

your identity ____________

schedule an appointment _______________________

get your point_____________

want to mention _______________

www.themegallery.com

Exercises

1. Listening.

◎ Ask the other person to repeat what you are saying 8 .

This is important in ensuring you are both on the same page and understand

9

◎ Stick to the subject and do not allow the business conversation to drag out

with 10 .

◎ Review the important points of the discussion, going over each person’s

11 .

◎ End the call 12 . Thank the other person for their time set

an appointment for another call (if needed) and 13 .

Be sure to who will 14 make the call.


in their own words _________________

what the conversation is about ____________________________.

meaningless chatter. ___________________

responsibilities ________________

on a pleasant note ________________

wish them a good day ____________________

set up _________

Exercises

2. Role play.

A customer from a French company is making a call for you to inquire about

the price and quality of your stationary items, as a secretary, you answer the call

but you think it would be better to get the sale manager to answer the call. After

you connect with the sales manager, you tell the customer to hold the line, then

put it through the extension.


Exercises

3. Interpret the following Chinese expressions and complete the dialogue.

A: It seems that many business regard the telephone as

1 ( 与客户联系的最重要方式 ).

B: Right. So the attitude that the caller toward the company is

2 ( 初次电话的语调直接相关 ).

A: Yes. Then what are the advantages do you think 3

( 用电话谈公司业务 ) has, compared with writing

letters?

B: Well, quite a lot. For example, 4 ( 得体的声音和语调 )

can make a good image of your company, which is important to the success

of the business.Part 1 Part 2 Part 3 Part 4 Part 5

their most important link with their customers_______________________________________

using the telephone for

company business

_____________________

__________________

often directly related to the tone of the first phone call _____________________________________________

proper voice and tone _____________________

Exercises

3. Interpret the following Chinese expressions and complete the dialogue.

A: Hmmm. 5 ( 树立良好的电话形象 )

is very important.

B: Moreover, the live voice makes a listener feel more 6

(富有人情味､可信､灵活的 )and directly.

A: Yeah. 7 , ( 打商务电话时 ) do you need to spend time

talking about the weather or any other subjects?

B: Absolutely no. You’d better 8

(尽快直接进入正题 ).


Establishing a positive telephone image ___________________________________

human, reliable, flexible _____________________

In a business call __________________

go to the point just as quickly as you would _____________________________________

Exercises

4. Practical Writing.

Task 1: Please write a short telephone message according to the

information given below.


Your boss is at a meeting this morning. Mr. Hinger from Tansy International

Trade Company called him at 11:20 a.m. about the order quantity of your

tableware product, and it is very urgent. Mr.Hinger said he would visit your

company tomorrow afternoon at 2:30 p.m. So as the secretary, you may leave a

message to your boss and ask him to call back to Mr. Hinger at the first sight of

the slip to confirm the appointment.

Exercises

4. Practical Writing.

Task 2: Please write a memo according to the information given below.


Suppose you are the secretary of the Personnel Department of a company

and are organizing a farewell party for a colleague who is going to retire. Write a

memo in about 100 words to inform your colleagues of the meeting.

Exercises

5. Reading Activity.

Without visual contact to create a favorable impression, the telephone

necessitates that you rely solely on your speaking skills. On the phone, the way

you are perceived is determined entirely through your voice and choice of words.

Even the most powerfully planned phone script needs a polished speaker to make

it effective. Use these 7 tips to help you get your point across with confidence and

power.

1. Speak slowly and clearly. When speaking on the phone, more time is

needed to absorb what is being said than when speaking in person so it’s

imperative that you slow down. Enunciate carefully particularly when saying your

name and the name of your company. When leaving a message, repeat both.


Exercises


2. Speak with energy. Energy is not to be confused with volume. Energy is

the vitality the voice needs to convey your interest in and enthusiasm for what

you’re saying. People are influenced by people they enjoy speaking with.

3. Smile with your voice. Set the tone on the phone with the first words you

say. A pleasant voice will hold the receiver’s interest while helping you avoid

speaking in a monotone. Just thinking of a smile will automatically reflect in your

voice, and make it more appealing to listen to. Place a mirror before you and

smile as though you’re talking face to face with the person on the other end of the

line.


Exercises


4. Use body language. Physical activity puts energy and vitality into your

voice. It can be as simple as hand gestures or a smile. If possible, stand and move

around. If not, sit tall and use body language. Your voice will sound more

interesting and will encourage people to be more receptive to your ideas or sales

presentation.

5. Listen attentively. Listen more, talk less and, above all, don’t interrupt. No

one appreciates being interrupted. Regardless of how well you speak, you will only

lose points for rudeness. Visualize the person you’re speaking with to remind you

that you’re engaged in a two-way conversation. Let listening be your number one

priority.



Exercises


6. Stay focused. Ask questions that force you to concentrate on what is being

said and indicate your interest in the customer’s needs. Always allow the customer

to complete his or her thought. You’ll leave the customer with the impression that

you’re more interested in his/her needs than you are in making a sale.

7. Offer the option of holding. Before placing a prospect or customer on hold

ask if they would care to hold or would prefer to have you call back later.

Effective speaking skills can determine your success or failure with a

customer. With time and careful practice, your voice can become your greatest

asset.


Exercises


1. A good impression in a business call depends on and

2. is needed to take in on the phone than

face-to-face conversation.

3. will make the person on the other end of the line

more likely to listen to.

4. If you want to show how attentively you are listening to a phone call, you may

, and .

5. While making a business call for the sales of your product, you have to

indicate

Please fill in the blanks according to what you have learnt from the passages.


your voice_______________

choice of words ________________.

More time ___________ what’s being said __________________

A pleasant voice with smile ________________________

listen more ____________

that you're more interested in his/her needs ______________________________________.

talk less ___________ don't interrupt _______________

Social Etiquette

Answering the phone at work is a small task, performed numerous times

during the day. Although it is a small task, it is important to do it properly. The

telephone is often the primary means of communicating with clients or colleagues

in other locations. The person on the other end of the telephone may not be

familiar with you or your work. When you take a business telephone call with

proper etiquette you can convey professionalism and competence in a matter of

seconds.

Etiquette of Answering a Business Call


Social Etiquette

1. If your company does not require a scripted greeting, answer the phone

with your name, “Jane Doe”. You do not want the person on the other end to

flounder or guess at with whom he or she is speaking.

2. For a friendlier opening use a greeting, such as “Good morning, this is

Jane” or “Jane Doe, how can I help you?”

3. Speak clearly to ensure your caller can understand what you are saying.

If you tend to speak quickly, slow your speech for easier comprehension.

4. Your caller may tell you his or her name after you provide yours. Or, the

caller may start telling you the purpose of the call. If your caller does not provide

his or her name in the first few sentences, ask for it.




Social Etiquette

5. In the first minute of the call, you should find out the caller’s name, the

caller’s company or organization and the purpose of the call. If the caller does not

provide this information, take charge of the conversation and get the information

you need.

6. If you need to put your caller on hold, use the caller’s name to tell him

that you are putting him or her on hold, “Mr. Smith, I am going to put you on hold

while I look for that information.” Some people would recommend asking the

caller for permission to put him or her on hold, but that allows the caller to deny

your request.




Social Etiquette

7. You should place a caller on hold if you are going to do anything other

than converse with the caller. The time you need to take to concentrate on a file,

look for something or speak to a colleague are not things your caller needs to

hear.

8. If you cannot resolve the caller’s issue during the telephone

conversation, provide the caller with contact information and an estimated

timeline for a follow up. You want the caller to feel like his or her time on the

phone was not wasted.




Social Etiquette

9. Before you hang up, make sure you have your caller’s phone number

and any other necessary contact information. You should also confirm you have

the proper spelling of your caller’s name, if you haven’t already.

10. You can end the conversation with any variation of “Goodbye” or “Thank

you for calling. However, “Bye-Bye” is somewhat informal and not always

appropriate.



Social Etiquette

Group Disccussion

Please speak out as many as possible improper expressions and behaviors

in dealing with a business call.


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