Unit On the PhonePPT课件

1、Learning objective After completing this unit, students should be able to: -answer the phone; -ask to be connected; -connect a caller; -leave messages; -deal with problems by telephone. -get to know some telephone etiquette第1页/共18页Listening PracticeListening PracticeWord TipsWord Tips Language Focus

2、Language FocusRole-PlayRole-PlayAssignmentAssignment Warming-upWarming-up第2页/共18页Warming-upWarming-upuDo you have a cell phone?u Approximately how many phone calls do you make every day?uDo you know how to make an international call?uDo you know how to handle a phone conversation well?第3页/共18页China

3、86 Canada 1Britain 44 America 1 Hawaii 1808 Alaska 907 Hong Kong 852 Macao 853 Japan 81 Australia 61Country code 00+country code + area code + number Or 00+country code + cell phone numberThe way to make an international call 第4页/共18页Case Study of telephone manners （）铃响了没有自报家门； （）通话过程中该记的没有记录（对方的姓名、

4、公司、电话号码）； （）该问的没有问（指对方情况，手套的需要量）； （）电话里不该说的却说了（价格上的自作主张，不向上司请示）； （）不等对方说完，就“啪”挂上电话；电话礼仪中，尊者先挂电话； （）整个通话过程无一句礼貌用语； （）通话结束后该做的没有做（没有及时向上司汇报）。第5页/共18页Word TipsWord Tipsinterrupting pretend clearlydistractions argue schedulepolite documents lengthymisunderstood hear advance1. Know the purpose of your ca

5、ll in_.2. Make sure you have all the_ youll need before you dial.3. _a specific time for calls.4. Get rid of all_, turn off the radio, televisions, etc.5. Listen carefully and conform that you understood each point. Dont _ you have understood when you havent.6. Let others speak and try to avoid_.7.

6、Speak slowly and_, try to avoid speaking with a strong accent.8. Dont_! Whenever possible, use the optional choice method. (Ask which is better, Monday or Tuesday?)9. Make sure you sound_ and agreeable.10.Make sure your call is brief. Try to avoid_ calls.11.Dont try to be funny-you may be_.12.Smile

7、while you are talking. Your listener can“_” your smile.advancedocumentsScheduledistractionspretendinterruptingclearlyarguepolitelengthymisunderstoodhear第6页/共18页Listening PracticeListening PracticeThe following is a short telephone dialogue. Try to translate the underlinedsentence by yourself, then l

8、isten to the dialogue and check.A: Good afternoon, this is Lizhong Company. How can I help you?B: Good afternoon. (1)请接568分机 。A: (2)请稍等。 C: Hello, Mr. Lis office.B: Hello, (3)我找李先生。 C: (4)请问你是谁？ B: David Smith from NMV.C: Just one minute, please.第7页/共18页Language FocusLanguage FocusPutting someoneon

9、holdAsking forsomeoneHow to answer and speak on a phone?第8页/共18页Interpretation ExerciseInterpretation Exercise您好，欢迎致电中山职业技术学院。早上好，这里是ABB 公司。请问有什么可以帮到您？请问您哪位？我找约翰。请帮我接通马汀先生的电话。请帮我接405分机。请稍等，我看一下他在不在。请稍等。正在帮您接通。很抱歉。马汀先生现在不在，能给您带个口信吗？感谢您的来电。第9页/共18页Language FocusLanguage FocusGood morning/afternoon/eve

10、ning,*.How may I help you? /How can I help you? * here.Whos calling/speaking, please?Answering the phone第10页/共18页Language FocusLanguage FocusCould I speak to John Martin, please?Id like to speak to John Martin, please.Could you put me through to John Martin, please?Would you please put me through to

11、 extension 405?Asking for someone第11页/共18页Language FocusLanguage FocusOne moment, please. Ill see if Mr. Jones is available.Hold the line, please. Im connecting you now.Can you hold on a moment?Hang on for a minute, please. Ill put you through.Putting someone on hold第12页/共18页Language FocusLanguage F

12、ocusThe person wanted is not availableIm afraid Miss Li is not available at the moment. Can I take a message?Im afraid Mr. Zhang isnt in today. Can I give him a message?Im afraid Mr. Smith is away on business. Ill tell him you called.Im sorry. Hes in a meeting at the moment. Ill ask him to call you

13、as soon as possible.Im afraid shes on another line.第13页/共18页Language FocusLanguage FocusI look forward to meeting you soon.Thank you very much for calling/phoning.Ringing off第14页/共18页Video WatchingWatch the Video 1 and 2 and finish the exercises.第15页/共18页Role PlayRole PlayA: You want to speak to Ms.

14、 Black of G&B company. Ms. Black isnt in the office, so leave the following information:Your nameCell phone number:Why you are calling: the changing conditions of your contract with G&B;How you can be contacted: you can be reached until 4 oclock. If Ms Black calls after 4 oclock, she should call 856-0000.第16页/共18页B: You are a receptionist at G&B. student A would like to speak to Ms. Black, but she is out of the office. Take a message and make sure you get the foll