国际商务英语unit one on the phone

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1、UnitOneOnthePhoneAlphabetTelephonecodeA-AlphaB-BravoC-CharlieD-DeltaE-EchoF-FoxtrotG-GolfH-HotelI-IndiaJ-JulietK-KiloL-LimaM-Mike/MamaN-NovemberO-OscarP-PapaQ-QuebecR-RomeoS-SierraT-TangoU-UniformV-VictorW-WhiskyX-X-RayY-YankeeZ-Zulu1Maeght2Valladolid3Webber4Brit

2、ishcouncil5PeterHouse6Macpherson7John-SmithTelephoneEtiquetteTips1Alwaysuseapleasant,congenialandfriendlytone.2Neverinterruptthepersonwhilehe/sheistalkingtoyou.3Beforeplacingacalleronhold,asktheirpermissionfirstandthankthem.4It’sbettertoreturnacallthantokeepsomeo

3、neonholdtoolong.5Neverforgettoreturnthecallasyoupromised.6Donotpermitthephonetoringintotheofficemorethanthreetimes.7Neverengageinanargumentwithacaller.8Donothandleanunhappycaller’sconcerninfrontofanothercustomer.9Donotmakeitahabitofreceivingpersonalcallsatwork.10

4、Donotanswerthephoneifyouareeatingorchewinggum.11Returncallspromptlythathavebeenleftonvoicemailandanswerphones.12Donoteverleaveamessagewithsomeoneelseoronananswerphoneorvoicemailregardingdetailsofanaccount.Instead,leaveamessageaskingthepersontocallthe‘AccountingDe

5、partment.’13Donotcallaclientathomebefore8:00amorafter9:00pm,unlessthey’vegivenyoupermissiontodoso.14Donothangupfirstly.PhraseyourwordsforabusinesscontextFrankTactfulFeelings-OrientedAttentiveOptimisticAccountableCourteousClarifyingEnergizingExactFrankInbusinessor

6、ganizations,youaregenerallybetterofgivingpeopleinformationdirectlyratherthantryingtoohardtoavoidhurtingsomeone’sfeelings.Ifyouareasupervisorormanager,youmustbecertainthatyourwordsconveyappropriateurgencyandconsequenceswithoutbeingvague,indirect,oroverlyharsh.Harm

7、ful:Itwouldbeniceifwecanresolvethisissuetoday.Helpful:Weneedtoresolvethisissuetoday.Attentive:Youwillirritateyourco-workersifyouoftensendthemessagethatyouaretoobusytodealwiththeirconcerns.Expressoutrightyourdesiretoextendyourselfandyourtime.Harmful:I’mbusy;cuttot

8、hechaseHelpful:Iwanttounderstandyourviewpoint;tellmemoreCourteousTreatpeopleintheworkplacethewayyouwouldafavoritefamilymemberorneighbor.‘please’,‘thankyou’,and