Making-Telephone-Calls--商务英语之电话用语

MakingTelephoneCalls电话约晤Nov.30,20132Dialogues对话KeysinMakingCalls通话秘笈WarmingUp热身Glossary词汇StudyPlan学习计划3Dialogues对话KeysinMakingCalls通话秘笈WarmingUp热身Glossary词汇StudyPlan学习计划Makingphonecallscanbedifficult.Why?Youcannotseethepersonyou’retalkingto,soyoucannotseehisbodylanguageand“read”hisface.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。Ihopethelecturewillhelpyouspeakonthephonewithconfidenceinbusinessandpersonalsituations.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。4WarmingUpHowwouldyoumakeaphonecalltoyourbusinesspartner?你如何致电生意伙伴？Whatexpressionswouldyouusewhenyouareonaphone?通话时你会使用哪些用语？Howcouldyoubepoliteonaphone?通话时如何做到礼貌待人？5WarmingUp6Dialogues对话WarmingUp热身KeysinMakingCalls通话秘笈Glossary词汇StudyPlan学习计划7KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewanted当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语KeysinMakingPhoneCalls通话秘笈8KeysinMakingPhoneCalls通话秘笈KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewanted当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语9a.CEI,mayIhelpyou?(中国电器科学研究院,我能帮你忙吗?)b.Goodmorning/afternoon/evening,CEIoffice.(早上/下午/晚上好,这里是中国电器科学研究院办公室).c.CEI,towhomamIspeaking,please?(中国电器科学研究院,请问哪位?)Receiver:自报家门（Introducingyourcompany’sname）询问来电者和被呼叫人（Askingwhoiscallingandwhombecalled）10a.Hello.ThisisDamonfromMediaCompany.(你好,我是美的公司的Damon).b.ThisisWufromIsrael.CanIspeaktoMr.Chow,please?(你好,我是来自以色列的吴先生,请找周先生听电话,好吗?)c.Hello.ThisisChowcalling.I’dliketospeaktoMs.Leeplease.IsthisMs.Lee?(你好,这是小周打来的电话,我想和李小姐讲话,你是李小姐吗?)d.WouldyoupleaseconnectmewiththemarketingdepartmentonExtension23321?(请帮我接到内线电话是23321的市场部,好吗?)Caller:表明呼叫者身份(IntroductionofCaller)及被呼叫者的身份(Whombecalled)11a.Letmeconfirmthis.YouareDamon,D-A-M-O-N,fromMediaCompany.Isthatcorrect?(让我确认一下,你是来自美的的Damon,对吗?).b.LetmeseeifJimisavailable./I'llseeifJimisin.(我查看Jim是否在)c.Onemoment,please/Holdon,please/Justaminute,please/Pleasehold.(请一等)d.I’lltransferyounow./PleaseholdandI’llputyouthrough.（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(Replyingwhethertheonewantedisavailable)Notesextension分机/内线Transfer转接电话Confirm确认Available空闲的，可用的1213KeysinMakingPhoneCalls通话秘笈KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouarethewantedone当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthewantedoneisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语14Receiver:确认本身就是被呼叫者(Confirmation)及询问呼叫者身份(Asking)a.Thisisshe.Speakingplease.(我就是,请说吧.)b.CEI,Marinaspeaking.(我就是来自CEI的Marina,请讲。)b.MayIaskwhoiscalling,please?(请问是哪位打来电话?)15a.ThisisStephenfromGree.There’ssomethingI’dliketodiscusswithyou.(我是格力公司的Stephen,我有些事情想和你谈一谈。)b.ThisisChow.I’dliketoshowyouasampleofournewestproduct.Whencanwemeet?(我是周先生,我有个新产品的样本想拿给你看,不知我们什么时候可以见面?)c.Ifyouhavetime,I’dliketomeetwithyouthisweek.HowaboutWednesdayat10:00A.M.inyouroffice?(假如你有空,我想这个星期和你见面,不如星期三早上十点钟,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和相关理由(Introduction&Clarifyingreasonstobecalled)16a.Well,letmecheckmyschedulefortomorrow.Thatwouldbefine.(让我再看看明天的日程安排表,嗯,没问题.)b.Tomorrowmorningwillbefine.Thetimesuitsforme.IthinkIwillbeavailablebythen.(明天早上没问题,那时间适合我,我想我那时一定有空的.)c.I’mafraidIhaveanotherappointmentthatday.Howabouttomorrowmorninginstead?(很抱歉,那天我另有约会,可否改在明天早上如何?)d.Pardon?(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)NotesSample样品Schedule日程表Appointment约会1718KeysinMakingPhoneCalls通话秘笈KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewantedonthephone当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedonthephoneisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall通话结束语19Receiver:解释被呼叫者不能接听电话的原因(Explainingwhycannotanswerthecall)a.Mr.Chowisn’tathisdeskrightnowandwillbebackshortly.WhoshallIsayiscalling,please?(周先生现在不在他的位子上,很快就会回来,请问您是哪位?).b.He’sbusynow/He’snotavailablenow.(他现在很忙/他现在不方便接听你的电话)c.Onemomentplease…I’msorry.Mr.Chowisoutofoffice.Wouldyouliketoleaveamessage?(请稍等……很抱歉,周先生刚走开,现不在办公室,你需留言吗?)20a.That’sok,I’llwait/Iwillcallhimbackin10minutes/Iwillcallhimlater./MayIcallhimaround3:00P.M.yourtime?(没关系,我可以等的/十分钟后再打过来/我待会儿再打给他/你方时间3点时间左右我再致电,好吗?).b.MayIleaveamessage/MayItakeamessage/Wouldyoupleaseaskhimtocallmebackat3:00P.M/WouldyoupleasetellhimIcalled?(我能留个口信给他吗/可否转告他下午3点左右回我电话/告知我打过电话给他,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.Letmeconfirmyournameandphonenumber.YouareDavid,D-A-V-I-D,at28129588.Isthatcorrect?(让我确认一下你的名字和电话号码,你是杨先生,电话是28129588,对吗?).b.Yousaidyou’dbearrivinginGuangzhouat9:00P.M.?(你说你将在今晚9:00钟到达广州,对吗?)Receiver:回复及确认呼叫者相关联系电话号码和留言内容(confirmationofTelNo.&message)22KeysinMakingPhoneCalls通话秘笈KEY1Howtostartaphonecall通话开场白KEY2Howtorespondwhenyouaretheonewantedonthephone当你恰好是被呼叫者时，如何回应KEY3Howtorespondwhenthepersonwantedonthephoneisout当被呼叫者不在场时，如何回应KEY4Howtomakeacallforyourboss当你的上司要求代其致电时KEY5Howtoconcludeaphonecall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(Callinginstead)询问接听者是否被叫者身份,解释其代电理由(Sayingwhy)a.Goodmorning,thisisSusanLee,se