商务英语讲义-unittwo

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1、BusinessEnglish王华玲wanghualing75@163.comUnitTwoTelephoneEnglishPartOneSpeaking电话往来是现代商务交往的重要手段，绝大多数外贸公司都无法离开电话进行商务活动。但与日常生活打电话不同，打商务电话有其独特的礼节和技巧。电话谈话属口语交际。但由于电话本身的特点，电话用语又区别于一般日常交际用语。打电话时，谈话的双方都无法用面部表情和手势表达自己的思想；另外，打电话还受到时间的限制，也就是说，我们不能像平时面对面聊天那样，时间可以自己控制，因此，也就难免会产生

2、交际的误会。因此，打电话时要求声音清晰，语言简练、明了，措辞恭敬。在日常商务电话往来中，掌握一些接打电话的基本技巧是非常必要的。这些技巧包括如何应对陌生、紧急的来电，BackgroundInformation如何处理抱怨、无理取闹的电话，等等。还应注意，打完电话时，若对方是重要的客户、女性客户或长辈，应该先让对方挂电话。总之，通电话时一定要态度友善，语调温和，讲究礼貌。掌握恰当得体的接打电话技巧有助于改善双方的商务关系，促进商务发展。Case1:YouarethepersonwantedonthephoneIsDaisyth

3、ere？Thisisshe.You’respeaking/talkingtoher.ThisisDaisy.That’sme.Speaking.MayIspeaktoMr.Gates？He’snothererightnow.He’sout.He’sinameetingrightnow.You’vejustmissedhim.He’sjuststeppedout.Case2:ThepersonwantedonthephoneisnothereatthemomentCase3:Wouldyouleaveamessage?CanI

4、talktoMark？He’soutonhislunchbreakrightnow.Wouldyouliketoleaveamessage？He’snotavailablerightnow.CanItakeamessage？Case4:Thecalleraskswhenhe/shewillbebackDoyouknowwhenhewillbeback？I’msorry.Idon’tknow.Ihavenoidea.Heshouldbebackin20minutes.Case5:Whereishe/she?Doyouhavea

5、nyideawhereheis？Sorry.Idon’tknow.He’satworkrightnow.Doyouwanthisphonenumber？Sorry.Ihavenoidea.Wouldyoutryhismobile?Case6:CanIleaveamessage?CanIleaveamessage？Yes.Goahead,please.Ofcourse.HoldonforjustasecondsoIcangrabapenandpaper.Sure,ifyoucanexcusemeforjustasecond.L

6、etmefindapieceofpapertowriteitdown.Case7:AskforrepetitionWhenhecomesback,canyouhavehimcallmeat(206)5551212？Canyourepeatagain,please？(Say)Again,please？Pardon？Onceagain,please？I’msorry？Case8:Don’twanttotakeamessagetoavoidmistakesMayIleaveamessage？Youknowwhat？MyEnglis

7、hisnotthatgreat,andIdon’twanttomissanything.Wouldyoumindcallingbacklater？I’msorry.Ifyoudon’tmind,couldyoupleasecallbackandleaveamessageontheansweringmachine？MyEnglishisnotverygood.Case9:SomeoneelseiswantedonthephoneIsBrandonthere？Yes,heis.Onemoment,please.Hold,plea

8、se.Holdon,please.Letmeseeifhe’shere.Hangon.O.K.？Case10:ThecallerhasdialedawrongnumberCanIspeaktoAlexanderWalker？AlexanderWalker？I’msorry,butthere