Telephone English

TelephoneEnglishWarm-upQuestions1.Shareonepleasantandunpleasanttelephonecontactexperience.2.Whataretheconversationcontents,toneandattitudeoftheoperator/receptionist?打电话自报家门表明目的正文对方就是你要找的人对方不是你要找的人挂电话自报家门Thisis……speaking….here.表明目的MayIspeakto…MayIhaveextension212Canyoupleaseputmethrough…ORpersonneldepartment?IsthisMr.stone?IsthistheEngineerdepartment?Isthis…office?打电话时间不大恰当I‘msorryforcallingyouthislate/early.IhopeI'mnotdisturbingyou.IhopeIdidn'twakeyouup.电话内容若对方就是你要找的对方不是你要找的人可以要求转CanyoupleaseputIcyonthephone?Canyoupleasehelptransferthecalltoher?若你要找的人不在，你的事又不紧急Iwillcallback.Nothingimportant,thankyou.Pleasehelplethercall1234567back.PleaseletherknowthatJanecalled.CanIleaveamessage?若事情紧急Itisurgent,canIhavehertelephonenumber?Thisisanemergency.IneedtogetincontactwithhimrightnowCouldyoutellmewhereIcanreachher/him?电话内容若对方就是你要找的对方不是你要找的人可以要求转CanyoupleaseputIcyonthephone?Canyoupleasehelptransferthecalltoher?若你要找的人不在，你的事又不紧急Iwillcallback.Nothingimportant,thankyou.Pleasehelplethercall1234567back.PleaseletherknowthatJanecalled.CanIleaveamessage?打错电话Iamsorry,Ihadthewrongnumber.CanIcheckthenumber?Isit1234?Iamsorry,Imustmisdialed.I'mafraidIhavethewrongnumber.Oh,sorryfortroublingyou.接电话自报家门询问对方是谁有什么事对方找的是你本人对方找的不是你电话正文挂电话自报家门Thisis…speaking,whatcanIdoforyou?Matlocktelecom,howcanIhelpyou?Customerservice,mayIhelpyou?Goodmorning,Biburysystem,canIhelpyou?询问对方是谁什么事对方找的是你ThisisIcyspeaking.Speaking.Itisshe.Thatisme.Icyspeaking.MayIknowwhoisthat?/whoisspeaking.对方找的不是你（最好也问下对方是谁有什么事，尤其找领导的。）Whomdoyouwanttospeakto?Holdonplease,Iwilltransferthecall.Justasecond,Iwillputheronthephone.Iwillputyouthrough.让你久等了Areyoustilltheresir?Iamsorrytokeepyouwaiting.Iamsorrytohavekeptyouwaiting.Iamsorryforthedelay.不方便接电话若要找的人不在或者不方便接电话Iamsorry,sheisnotavailablerightnow.Sheisinameetingnow.Sorry,sheisonanotherline.Wouldyouliketohold/stayontheline?Shehasavisitorrightnow.CanItakeamessage?ORwouldyouliketoleaveamessage?Heisinbutnowheisnotatthedesk.Wannahold?要找的人不在Heisnotin/out/absent.Youjustmissedhim.Sheisonsickleavetoday.HeisinabusinesstripinHongKong.Mr.wastransferredtoouranotheroffice/heonlongerworkedinthiscompany.AndnowMr.…tookoverhisjob.Wouldyouliketalktohim?你能过会再打来吗Wouldyoucallagainlater?Wouldyoucallbackintenminutes,ifyoudon'tmind?Wouldyoumindcallingbacklater?帮别人传口信MayItakeamessage?Wouldyouliketoleaveamessage?Howcanhegetaholdofyou?MayIhaveyournameandyournumber?Canyouspellyourname?Letmerepeat/checkthenumber.电话正文InquiryCatalogueOrderProcessoftheprojectComplainOther没听清对方SorryIdidn’tcatchyou/getwhatsaid/understand.Icanbarelyhearyou.Wehadabadconnection.Iamhavingtroublehearingyou.Sorry,Iamnotanativespeaker.让对方重复或慢点Pardon?Ibegyourpardon?Wouldyousaythatagain?/canyourepeatthat?Wouldyouslowdown?Canyouspeakupalittle?Wouldyouexplainmoreforme?对方打错电话Iamsorry,butthereisnoMikeworkinghere.I'msorry,butthere'snobodyherebythatname.Youmusthadthewrongnumber.Thisis1234567.Iamafraidyoudialedthewrongnumber.挂电话Thanksforcalling.Thankyouforyourcall.Nicetalkingtoyou.Bye.Pleasecallagainanytime.Importantpoints!!!!26ImportanceofgoodTelephoneMannerUsuallythefirstcontactthatapersonhaswithanorganization.Createfirstimpressionsaboutthepersonandthecompanybasedonthefollowing:EfficiencyCommunicationskillsFriendlinessExpertise27BePreparedtoHandleCallsworkareaissetupforcomfortableandefficienttelephoneuse.Keepyourfrequentlycallednumberslistcurrentandhavematerialyoumayneedtorefertowithinreach.Havenotepaper,messageslipsandpenshandy.Ifyouagreetodosomethingforacaller,besuretowriteitdownandthencheckitoffwhencompleted.28TakeMessagesCheerfullyandAccuratelyBewillingtotakemessageforothers.Keepanotepadhandytorecordkeywordsandphrases.Readthemessagebacktothecallertobesureitisaccurate.Thenbesuretopassthemessagetotherightperson.Mostorganizationsusemessageforms.Fillouttheformcompletelyandlegibly.29PointstonoteintakingamessageGetthefullnameandcorrectspelling.Askforthenameoftheorganizationifappropriate.Getthefulltelephonenumber,includingtheareacodeifit’slongdistance.Say,“Thankyou,”andassurethecallerthatyouwillgivethepersonthemessageassoonasheorsheisavailable.Notethetimeanddatethemessagewastaken,andaddyourinitialsincasethereareanyquestions.Conversation365天英语口语大全-打电话_标清.flv请补全对话Hello，MatlockTelecom,howcanIhelpyou??CouldIaskwhoiscallingplease??I’mafraidherextensionisbusyatthismoment,Mr.Clerk.WouldyouholdorcanItakeamessage??Ok,that’sfine.Iwillaskhertocallyouback.Hello,mynameisEdwardGreen,IwouldliketospeaktoMr.Smithplease.Ah,Iamsorry,butMr.Smithisn’tavailable.Ok,Iwillringback.DoesMr.Smithhaveadirectline?Iamsorry,butthenumberisconfidential.Ok.Q&A33Beforemakingthephonecallwhatstepsshouldbeprepared?ListTelephonenumberandanydetailedinformationyoumayuseMentallypreparedWhataresomeofthewaysthatyoucanlettheotherpersononthetelephoneknowyouarereadytohelpthem?Greetingwith“HowmayIhelpyou?”WarmthofvoiceBeingstraightforwardSincereUsingtheotherperson’sname343.Whatarethefirstthingsyousaywhenanswerin