business english 2.ppt

1、Business English for the CRI,Making Business Telephone Calls ,2,Study Plan,3,Study Plan 學(xué)習(xí)計(jì)劃,lets think about these questions.,How to make a professional business phone call? 怎么樣進(jìn)行一次專業(yè)的商業(yè)電話交流？ How to make your phone call more polite? 怎樣使你的電話交談顯得更加禮貌？ What are the things that you should say on the ph

2、one, and what are not? 當(dāng)你在打電話的時(shí)候，什么是應(yīng)該說(shuō)的， 什么是不該說(shuō)的？,warm up,5,Study Plan 學(xué)習(xí)計(jì)劃,6,KEY 1 How to start a phone call 通話開(kāi)場(chǎng)白 KEY 2 How to respond when the person wanted is out 當(dāng)被呼叫者不在場(chǎng)時(shí)，如何回應(yīng) KEY 3 How to respond when there are problems 當(dāng)有問(wèn)題時(shí)，如何回應(yīng) KEY 4 How to conclude a phone call 通話結(jié)束語(yǔ),Keys in Making Phone

3、 Calls 通話秘笈,7,KEY 1 How to start a phone call 通話開(kāi)場(chǎng)白 KEY 2 How to respond when the person wanted is out 當(dāng)被呼叫者不在場(chǎng)時(shí)，如何回應(yīng) KEY 3 How to respond when there are problems 當(dāng)有問(wèn)題時(shí)，如何回應(yīng) KEY 4 How to conclude a phone call 通話結(jié)束語(yǔ),Keys in Making Phone Calls 通話秘笈,8,a. Good morning/ afternoon/ evening, Central Resear

4、ch Institute. Whos speaking, please? (早上/下午/晚上好, 這里是中研院，請(qǐng)問(wèn)您是誰(shuí)？) b. Hello. Gary Black speaking. How may I help you? (你好，我是蓋瑞布萊克, 我能幫你忙嗎?) c. This is CRI, what can I do for you? (這里是中央研究院，我能為您做點(diǎn)什么？),Receiver: Introducing your companys name and Asking who is calling and whom be called（自報(bào)家門和詢問(wèn)來(lái)電者和被呼叫人 ）

5、,9,a. This is Damon from Media Company. May I have a word with Ava? (我是美的公司的Damon,請(qǐng)找Ava聽(tīng)電話). b. This is Wu from Israel. Could I speak to Mr. Chow, please ? (你好,我是來(lái)自以色列的吳先生, 請(qǐng)找周先生聽(tīng)電話,好嗎?) c. This is Chow calling. Could you put me through to John, please?(你好, 這是小周打來(lái)的電話, 我想和李小姐講話, 你是李小姐嗎? ) d. Would yo

6、u please connect me with the marketing department on Extension 23321? (請(qǐng)幫我接到內(nèi)線電話是23321的市場(chǎng)部, 好嗎? ),Caller : Introduction of Caller and Asking for someone (表明呼叫者身份及詢問(wèn)某人 ),10,a. One moment, please. Ill see if Mr.Jones is available. (請(qǐng)稍等，我?guī)湍_認(rèn)瓊斯先生是否能接聽(tīng)) b. Could you hold on a moment? Ill see if Jim is i

7、n. (請(qǐng)您稍等，我查看Jim是否在) c. Hold the line, please. Im connecting you now. (請(qǐng)稍等，我?guī)湍B線) d. Hold on for a minute, please. Ill put you through. (請(qǐng)稍等，我?guī)湍B線),Receiver: Puting someone on hold and Replying whether the one wanted is available（讓呼叫者等待及回復(fù)被呼叫者能否接聽(tīng)）,11,KEY 1 How to start a phone call 通話開(kāi)場(chǎng)白 KEY 2 How t

8、o respond when the person wanted is out 當(dāng)被呼叫者不在場(chǎng)時(shí)，如何回應(yīng) KEY 3 How to respond when there are problems 當(dāng)有問(wèn)題時(shí)，如何回應(yīng) KEY 4 How to conclude a phone call 通話結(jié)束語(yǔ),Keys in Making Phone Calls 通話秘笈,12,a. Mr. Chow isnt at his desk right now and will be back shortly. Who shall I say is calling, please? (周先生現(xiàn)在不在, 很快

9、就會(huì)回來(lái),請(qǐng)問(wèn)您是哪位? ). b. Hes not available now. Ill tell him you called (他現(xiàn)在不方便接聽(tīng)你的電話,我會(huì)轉(zhuǎn)告他您的來(lái)電。) c. One moment pleaseIm sorry. Mr. Chow is out of office. Would you like to leave a message? (請(qǐng)稍等很抱歉, 周先生現(xiàn)不在辦公室, 你需留言嗎? ) d. Im afraid shes on another line. (恐怕她在接聽(tīng)別人電話),Receiver: The person wanted is not avai

10、lable （被呼叫的人不方便接聽(tīng)）,13,a. Thats ok, Ill wait / May I call him around 3:00 P.M. your time? (沒(méi)關(guān)系, 我可以等的你方時(shí)間3點(diǎn)時(shí)間左右我再致電, 好嗎? ). b.May I leave a message/ May I take a message/ Would you please ask him to call me back at 3:00 P.M/ Would you please tell him I called? (我能留個(gè)口信給他嗎/可否轉(zhuǎn)告他下午3點(diǎn)左右回我電話/ 告知我打過(guò)電話給他, 好

11、嗎？),Caller : 回復(fù)接聽(tīng)者是否愿意等候被呼叫者(Replying) 或請(qǐng)求需要接聽(tīng)者留言(Requiring ),14,a.Let me confirm your name and phone number. You are David, D-A-V-I-D, at 28129588. Is that correct? (讓我確認(rèn)一下你的名字和電話號(hào)碼, 你是楊先生, 電話是28129588, 對(duì)嗎? ). b.You said youd be arriving in Guangzhou at 9:00 P.M.? (你說(shuō)你將在今晚9:00鐘到達(dá)廣州, 對(duì)嗎?),Receiver :

12、 回復(fù)及確認(rèn)呼叫者相關(guān)聯(lián)系電話號(hào)碼和留言內(nèi)容 (confirmation of Tel No. & message ),15,KEY 1 How to start a phone call 通話開(kāi)場(chǎng)白 KEY 2 How to respond when the person wanted is out 當(dāng)被呼叫者不在場(chǎng)時(shí)，如何回應(yīng) KEY 3 How to respond when there are problems 當(dāng)有問(wèn)題時(shí)，如何回應(yīng) KEY 4 How to conclude a phone call 通話結(jié)束語(yǔ),Keys in Making Phone Calls 通話秘笈,How

13、to respond when there are problems between the receiver and the caller,a: Sorry, I cant get through, his line is engaged. （對(duì)不起，不能幫您聯(lián)系上，他正占線。） b: Im sorry,I cant hear you very well.Could you repeat that. （對(duì)不起，我沒(méi)怎么聽(tīng)清楚，您能重復(fù)下嗎？） c: I cant hear you. I think weve got a crossed line. （聽(tīng)不清您說(shuō)什么?？赡芪覀兇€了。） d:

14、Im afraid youve got the wrong number. （恐怕您打錯(cuò)電話了。）,16,17,KEY 1 How to start a phone call 通話開(kāi)場(chǎng)白 KEY 2 How to respond when the person wanted is out 當(dāng)被呼叫者不在場(chǎng)時(shí)，如何回應(yīng) KEY 3 How to respond when there are problems 當(dāng)有問(wèn)題時(shí)，如何回應(yīng) KEY 4 How to conclude a phone call 通話結(jié)束語(yǔ),Keys in Making Phone Calls 通話秘笈,Receiver: 表

15、達(dá)謝意或寄托希望（to show your gratitude for calling or express your hope and wishes）,a: Thank you for calling. 謝謝你來(lái)電。 b: It was kind of you to callme. 感謝你打給我。 c: Lets keep in touch, good-bye. 保持聯(lián)絡(luò)，再見(jiàn)。 d: I look forward to meeting you soon. 我希望早日與你會(huì)面,18,19,Study Plan 學(xué)習(xí)計(jì)劃,Etiquette on a Phone 通話禮儀,Answer the

16、 phone before the 3rd ring 第三聲鈴響之前接起電話 Note down important details (numbers, spellings, dates and times, etc.). 記錄下如數(shù)字，拼寫(xiě)，時(shí)間日期等重要細(xì)節(jié) Follow up the call with a fax, e-mail or letter, confirming the details! 通過(guò)傳真，郵件或信件跟進(jìn)電話確定細(xì)節(jié) Let others speak and try to avoid interrupting 讓對(duì)方講話并且盡量不要打斷 Speak clearly a

17、nd slowly 說(shuō)話清晰，語(yǔ)速緩慢 Make sure you sound polite and agreeable. 確保你的聲音禮貌令人愉快,20,Etiquette on a phone as a receiver,Schedule a specific time for calls 安排一個(gè)特定的時(shí)間打電話 Make sure you have all the doucuments youll need before you dial. 撥打之前確保你準(zhǔn)備了所有需要的文件 Whenever possible, use the optional choice method. 只要有可

18、能，使用可選擇的方法 Dont try to be funny or you may be misunderstood. 不要嘗試有趣，否則你可能被誤解 Get rid of all distractions. 排除干擾,21,Etiquette on a phone as a caller,a: We dont do that . b: Unfortunately, we dont offer that service, but we can offer youinstead. c: Could you please be so kind as to d: You must You have

19、 to You ought e: Who are you? f: May I ask to whom I am speaking to?,22,Donts,Dos,Etiquette on a phone,We dont do that . You must You have to You ought Who are you?,Unfortunately, we dont offer that service, but we can offer youinstead. Could you please be so kind as to May I ask to whom I am speaki

20、ng to?,23,Donts,Dos,Etiquette on a phone,24,Study Plan 學(xué)習(xí)計(jì)劃,Etiquette on a Phone 通話禮儀,25,dialogue,Business situational dialogues appreciation 1,26,Business situational dialogues appreciation 2,dialogue,A: Hello, International Sales. B: Hello,this is Mr.Sam here,calling from England. A: Yes,Mr.Sam. W

21、ho do you want to speak to? B: Id like to speak to Mr.Mark, please. A: Fine. Hold the line, please. Ill connecting you now. B: Thank you so much!,27,Dialogues 1,A: Hello, Mr.Marks office.Whos calling please? B: Hello,this is Mr.Sam, calling from England. Can I have a word with Mr.Mark? A: Im afraid

22、Mr.Mark isnt available. Hes gone to Hong Kong on business for a few days. B: When do you expect him back? A: Hell be back on Friday afternoon.Is it urgent? B: Yes!,28,Dialogues 2,A: Can I take a message for him? B: Yes, please. Will you tell him that weve just received you samples and are quite sati

23、sfied with them? A: Sure. Its very kind of you to say so. B: Thats why Im making the call.Please tell Mr.Mark were quite hapy with the quality and design of the sample,but the price is too high. We need some negotiation on it. A: OK, Mr.Sam. Anything else? B: No,thank you.,29,Dialogues 3,A: Good aft

24、ernoon,this is CRI. How can I help you? B: Hello,Id like to speak to Mr.Miller, please. A: Mr.Miller? Hold on, please.Ill connect you. C: Mr.Miller speaking. Whos calling, please? B: This is Ms.May form IBM. Is this Henry Miller? C: No,this is Leo Miller,in the Sales Department. Henry is in the Cust

25、omer Relations Office. Im afraid youve dialed the wrong extension. B: Oh,sorry to have interrupted you. Ill call the switchboard again. C: It doesnt matter. Im sorry not to be of more help.,30,Dialogues 4,A: Good afternoon. How can I help you? B: Its Ms.May.Im still having trouble getting through to

26、 Mr.Miller. No one is answering his line.I really need to talk to him as soon as possible. A: Of course.Ill go and find him and ask him to ring you back immediately. There may be a problem with his line. B: OK, that would be great. Thank you so much. A: Its my pleasure.,31,Dialogues 5,A: Hello, Mr.M

27、iller,this is Ms.May.Thank you for ringing back.You are hard to get hold of! B: Oh,Im terribly sorry for the trouble. I was in a meeting and I left my ceilphone in my office. A: OK,Mr.Miller.Im calling you about an order that we placed with you last week, but we have so far heard noting about it. It

28、s a rush order, and we need it urgenly. B: Well.Hold on a moment and let me check in what part of the process did the problem lay. A: Thank you very much.,32,Dialogues 6,33,Study Plan 學(xué)習(xí)計(jì)劃,VOA 美國(guó)之聲,34,Brain imaging was once thought to be too costly and difficult for widespread use in the developing

29、world. But the technology soon may be available in poor countries. Brain imaging creates pictures of brain activity. It uses infrared light - similar to the light produced by a television remote control. Brain imaging can identify the first signs of cognitive delays, mental problems, in newborns and

30、 young children. Such children could be suffering from malnutrition a poor diet. The technology has a long name - functional near-infrared spectroscopy, or f-N-I-R-S. It involves placing an extremely small, soft helmet around a babys head. Infrared light is sent through the bone protecting the brain

31、. It helps to show whether babies are developing normally for their age. f-N-I-R-S is considered safer than other imaging methods, including MRI or PET scan. And it also can be easily moved. The brain scanner equipment can be loaded into a vehicle. Health workers can drive it from village to village

32、.,VOA SPECIAL ENGLISH,35,Clare Elwell is a professor of medical physics at University College London. She helped develop the relatively low-cost, non-invasive imaging technology. She says the device measures oxygen in the blood to learn how babies brains are developing. And as you use different areas of your brain, you direct oxygen to those different brain areas. And so if we look at the change in the distribution of the oxygen in your brain, we can work out how active your brain is and what your brain is actually processing. Clare Elwell led a study of the test