商务英语课程课件Unit3

LearningObjectivesPracticingtheroutineformulasusedformakingbusinesscallsUnderstandingbusinesstelephonemannersandetiquetteWritingamemo◆SpeakingTask◆Warm-upPractice◆ListeningTask◆Follow-upPractice◆WritingTask◆ReadingTaskWeneedtodiscusssomequestionsaboutwhatwearegoingtolearninthisunit.Sure,that’llhelpusunderstandbetteraboutwhatweareaskedtodo.1)Workwithyourpartnertoworkoutasmanybusinesstelephonetipsasyoucan.Forexample:●Trytoidentifyaconvenienttimetocalltheperson.●Trytospeakslowlyandclearly.1.StartingUp1)Whichtelephonetipsyouhavelistedareimportant?Why?2)Whichofthetipsdoyoualreadyfollowwhenmakingorreceivingaphonecall?3)Whatdoyouthinkarethedifferencesbetweenbusinesscallsandpersonalcalls?4)Doyouagreethatestablishingapositivetelephoneimageisveryimportantforacompany?Why?2.DiscussthefollowingquestionsWHENYOUANSWERTHEPHONEINTHEOFFICE…PickitupafterthreeormoreringsPickitupafterthefirstringorsecondringImmediatelyaskwhoiscallingandwhattheywantSayyourcompanynameand/ordepartmentJustsay“hello?”HaveapencilandpaperreadysothatyoucantakenotesTrytosoundfriendlyandhelpfulSpeakquicklysothatthecallissoonoverSpeakclearlyandslowlyReadthelistoftipsanddecidewhichareDOSandwhichareDON’TS.BEFOREMAKINGACALLBeforemakinganoutgoingcallmakesureyoualwayshave:Clarifiedinyourmindthereasonorobjectivesforthecall.Thecorrectdocumentstohand.Amessagepadandpen/pencilnearthetelephone.Thephonenumber/extension.Thenameofthepersonyouarecalling/asecondcontact,i.e.secretaryname.Anoteofthepointsyouwishtoraise.WAYSOFANSWERINGTHETELEPHONEINACOMPANYGoodmorning/afternoon!GoldenStarInternational(=companyname).Hello,SalesDepartment(=nameofdepartment).PeterJohnson(=nameofmanagerinownoffice).WAYSOFFINISHINGTELEPHONECONVERSATIONSBye.Goodbye.OK,bye.I’llgetbacktoyoulateron.SeeyouonThursday,then…OK,thankyouforcalling.I’llmakesureyougetanewpricelistimmediately.Bye.MAKINGBUSINESSCALLSDo’s-Makeclearwhoyouareandwhothecompanyis.Createawelcomingatmospherestraightoff-Knowyourofficedepartmentsandthepeoplewithinthem.Havealistonhandwithdepartments,names,extensionnumbersandspecificjobtitles.-AlwaysCONFIRMthatyouhave(orhavenot)understoodeachpointthat’sbeenmade.-MakesureyousoundPOLITEandAGREEABLE.-MakesureyourcallisBRIEF.-MakesurethatyousoundEFFICIENT—yourfirm’simagemaybeatstake,evenifyou’rejusttakingamessage.-Smilewhileyou’retalking.Yourlistenercan‘hear’yoursmile.-Sendafollow-upe-mail,faxorlettertoconfirmanyimportantdetails(especiallypricesandnumbers),sothatyoubothhaveawrittenrecord.MAKINGBUSINESSCALLSDon'ts-Don’tleaveaphoneringingformorethanfourrings-Don’ttrytobefunny—youmaybemisunderstood.-Don’tinterrupttheotherperson:letthemfinishwhattheywanttosay.-Don’ttalktoofast.-Don’tdoothertasksatthesametimeyouarecalling.Concentrateonthecaller!!-Ifthecallwastransferred,don’tpassaclientfromonepersontoanother.-Don'tleaveacalleronholdforlongperiodsoftime.Ifyouaregoingtotaketimetohelpacallerasfortheirtelephonenumberandcallthembackwhenyouareabletohelp.-Don’tpretendyouhaveunderstoodwhenyouhaven’t.-Don’trelyonyourmemory:makenotesduringacallandrewritethesenotesimmediatelyafterwardsasarecordofthecall.CHECKLISTFORBUSINESSPHONECALLSDoyousoundagreeable,politeandefficient?Doyousoundnaturalandsincere?Doesyourtonecreatetherightimpression?Areyouspeakingclearly?Haveyoucoveredtheessentialpoints?Istheinformationyou’regivingcorrect?Isitthekindofcallyouwouldliketoreceiveyourself?Inthispartyouwilllistentoapassageabouttelephonemannersandatelephoneconversation.Trytofinishtheexerciseswhilelistening.Areyouready?ProblemQuestionsConversation1Conversation2Conversation3Conversation4Conversation5He’sonanotherline.CanIhold?ShespeakstooquicklyCouldyouspeakmoreslowly?CanIleaveamessage?Hecan’thearhimIt’sbadline.Couldyouspeakup?Canyoucallback?It’sthewrongnumber.None!He’sleftthecompany.Wouldyouliketospeaktothenewman?Canyouspellthatforme?Listentothefivephoneconversationsandmakeanoteoftheproblemsthespeakerfacesandquestionsthespeakersusetosolvesomeoftheproblems.00431)Whataretelephoneconversationsexpectedtodo?2)Whatshouldyoudofirstwhenyoumakeabusinesscall?3)Ifyou'reroutedtoareceptionistoroperator,whosenameshouldalsobeincluded?4)Whenyouareconnectedwiththeperson,whatdoyouneedtodo?3.1.1Listentothepassageandanswerthefollowingquestions.Theyareexpectedtofollowcertainrulesofetiquettetohelpmaketheexperiencepleasantandproductiveforallthoseinvolved.Youshouldfirstidentifyyourselfandyourcompany.Thenameofthepersonyou'retryingtoreach.Youneedtostatethepurposeofyourcallandthenbesuretoaskifyouarecallingataconvenienttime.5)Howshouldyouanswerthephone?6)Whenreceivinganincomingcall,whatmightbeeasieronthelistener?7)Whatshouldyoudoifyouhavetoleaveamessageorvoicemailforsomeone?Youshouldmakesureyourfirstvocalimpressionisagoodonebytryingtoanswerthephoneaspleasantlyandprofessionallyaspossible.Itmightbeeasieronthelistenertosay,“ThankyouforcallingPacificEdgeInternational.ThisisMaryRobert.HowmayIhelpyou?”Youshouldspeakclearlyandslowlyandleaveyourname,phonenumber,andabriefmessage.CallerPersoncalledOriginalappointmentResultofchangeNewarrangem