商务英语Unit-3-On-the-phone

Unit3OnthephoneContents3.1Typesofphonecallandtel.directories3.2Processofmakingabusinessphonecall3.3Skillsformakingdifferentphonecalls3.4Leavingamessage3.5Telephonealphabetandsymbols3.6Dealingwithansweringmachine3.1TypesofphonecallLocalcallsIntercomcallsLongdistance/trunkcallsperson-to-personcallstation-to-stationcallcollectcall/reversecallinternationaltrunkcallInternationalDirectDialingSystem(IDD)e.g.0014156666526internationalcodetheUScodecodeofLosAngelesreceiver’stel.numberDifferencesofmakingphonecallsinGBandinAmericaGBAmericaReadingthetel.numberDivisionbytwoDivisionbythreeUse“double”torepeatthesamenumberRepeatthesamenumberTelephonedirectoriesYellowpages(Classified)forbusinessinstitutionsarrangedinnamesofprofession(e.g.Bank,Hotel,Restaurant).WhitepagesforhouseholdsarrangedinalphabeticalorderBluepagesforgovernment3.2ProcessofmakingabusinessphonecallYou’llhearSylviaPereztryingtoarrangeanappointmentwithDrHenderson,HeadofResearchatRichmondandCo.Ltd.Asyoulisten,makealistofthethingsthatwentwrong:MisunderstandingsMistakesthatthespeakersmadeBadtelephonestyleorbehaviorWhat’swrongwitheachofthem?(unintelligible)andCompanyMrAndersonHuh!Well,I’lltry…//DrBillHendersonOh,hello.Perez:P-E-R-E-Z.LaboratorymeasuringequipmentApril11that10o’clockThat’sright.Yes,2.50.PerexGoldenrules:Planyourcallbymakingnotesbeforehand.Talkslowlyandclearly.Listencarefullytowhattheotherpersonsays.Notedownimportantdetails(numbers,spellings,datesandtimes,etc.).Checkbackthatyouhaveunderstoodimportantdetailscorrectly.Followupthecallwithafax,e-mailorletter,confirmingthedetails!Usefulfunctions!Answeringthephone*Goodmorning,JacksonEnterprises,SallyJonesspeaking.*Thisis…speaking.*HowcanIhelpyou?*Couldyouspeakup,please?*AmIspeakingto…?*Couldyouspellthatplease?*Whowouldyouliketotalkto,sir/madam?*Onemomentplease,I’llseeifMrJonesisavailable.Puttingsomeonethrough*I’llputyouthroughto…*I’llconnectyouto…*I’llput…ontheline*I’msorry,there’snoreplyfromMrJones.Puttingsomeoneonhold*Justamoment,please.*Holdon,please.*Holdtheline,please.Problems*I’msorry,Idon’tunderstand.*Icannothearyouverywell.*Youmusthavedialledthewrongnumber.*I’vetriedtogetthroughseveraltimes,butit’salwaysengaged.Askingforsomeone*I’dliketospeakto…*CouldIspeaktosomeonewho…*CouldyouputmethroughtoMr.Jones,please?Askingsomeonetocallback*Thankyouforwaiting.I’mafraidMrJonesisnotinatthemoment.*I’msorry,MrJonesisinameeting.*Can/Couldyoucallbacklaterintheday?Practice!Followtheflowcharttopractisemakingaphonecall,usingthefunctionswe’vejustlearnedandpayattentiontoyourmanner.Tosimulatethesituationofatelephoneconversation,youandyourpartnermustsitback-to-back.ABAsktospeaktoMrAnderson.He’sinameeting.Askwhenhe’llbefree.Youdon’tknow.Offertofindout.Sayyou’llwait.Hewon’tbefreetillafter6pm.Youwanthimtocallufirstthingtomorrow.Findoutcaller’snameandnumber.Giveyour(real)nameandnumber.Notedowntheinformaitonandsayuwillleavethemessageonhisdesk.Saythanksandgoodbye.3.3SkillsformakingdifferentphonecallsRequestingYou’llheartwocolleaguesonthephone.Puta“T”or“F”toshowifTERRYagreesorrefusestodothesethingsforJane.sendacopyofthereport()arrangeaccommodation()callSandyinNewYork()translateadocumentintoEnglish()checkherpunctuationandspelling()I’dlikeyouto…,please.Couldyouask…to…forme?Couldyou…,please?Doyouthinkyoucould…?Wouldyoumind…-ing…?Sure.Certainly.Iwon’tbeableto…,because…I’msorrybut…I’mafraidthat’snotpossible,because…OfferingtohelpYou’llheartwomorecolleaguesonthephone.Puta“T”or“F”toshowifSALLYacceptsorrejectseachofBill’sofferstohelp.checktoday’scorrespondence()callataxifortheairport()checkherhotelbooking()dealwiththeweeklyreport()callAmsterdam()CanIgiveyouahand?Wouldyoulikeahandwith…?ShallI…?Wouldyoulikemeto…?Ifyouneedanyhelp,justletmeknow.Yes,please.Thanksalot.No,thanks,IthinkIcanmanage.That’sverykindofyou,but…IthinkI’dprefertodothatmyselfbecause…AskingpermissionYou’llheartwopeopletalkinginanoffice.Puta“T”or“F”toshowiftheHOSTgiveshispermissiontothevisitortodothesethings:openthewidow()takeoffhisjacket()smoke()usethephonetobookatableforlunch()callhisoffice()sendafaxtoCanada()MayI…?DoyoumindifI…?CouldI…?IsitallrightifI…?DoyouthinkIcould…?Sure,goahead.Byallmeans.No,I’mafraidyoucan’t,because…I’msorrybut…3.4LeavingamessageYou’llhearaphonecall.Andbelowisamessagenoteddownbyasecretary:*ifitisyouwhoansweredthephoneandyouhavetotakethemessage,whatimprovementwouldyoumake?*whataretheimportantpointstoconsiderwhenyouhavetotakeamessage?Herearemoreexercises!…MrBrownorBrauncalledaboutTuesday.WantsyoutoCallhimbacklater.Usefulfunctions!Takingamessage*CanItakeamessage?*Wouldyouliketoleaveamessage?*CanIgivehim/heramessage?*I’lltellMrJonesthatyoucalled.*I’llmakesureMrJonesringsyouassoonaspossible.*Atwhatnumbercanyoubereached?3.5TelephoneAlphabetandsymbolsThefollowingalphabetisusuallyusedbythemilitary,police,air-trafficcontrolandemergencyservices.InternationaltelephonealphabetAlphaBravoCharlieDeltaEchoFoxtrotGolfHotelIndiaJulietKiloLimaMikeNovemberOscarPapaQuebecRomeoSierraTangoUniformVictorWhiskeyX-rayYankeeZulu