UNIT 5 接听客人电话

1、Hotel English 酒店英语视听说酒店英语视听说Hotel English 酒店英语视听说酒店英语视听说Hotel English 酒店英语视听说酒店英语视听说 六、日常交际英语操练 电话英语 类似之前两个会话，在商务英语中，类似之前两个会话，在商务英语中，电话英语电话英语的使用是最的使用是最频繁的。据我所知，你们公司也需从国外供货商处进口生产电频繁的。据我所知，你们公司也需从国外供货商处进口生产电力机车配件的原材料。力机车配件的原材料。 那么对于分配到相关部门的人员来说，第一件头疼的事情那么对于分配到相关部门的人员来说，第一件头疼的事情就是接到外国供应商打来的电话。就是接到外国供应商

2、打来的电话。u 表达身份表达身份 / 请稍后请稍后 这里是这里是（接电话者）（接电话者） 客气客气 This is Jim Smith Mike 我是我是 company. May I help you? 公司。您有什么事？公司。您有什么事？ 口语口语 Speaking. 请讲请讲 我是我是 （打电话者）（打电话者） This is Jim Li (Jim 李）李） Smith Zhou Mike Chen This is Jim LI from company（公司）（公司） Co. Ltd. (有限公有限公司司）Hotel English 酒店英语视听说酒店英语视听说 请稍候请稍候 客气客

3、气 Hold on,please. 请别挂请别挂 Just a moment/ One moment, please. 请稍候请稍候 口语口语 Hold on. 别挂别挂 Just a minute/ Just a second. 稍等片刻稍等片刻u 找人找人 / 询问身份询问身份 我要找我要找 （打电话者）（打电话者） May I speak to/with Jim Smith Mike ? Id /would like to speak to/with 您是？您是？ 您要找您要找（接电话者）（接电话者） Who is that speaking? Who would you like to

4、 speak to ? Who are you calling? Hotel English 酒店英语视听说酒店英语视听说 电话英语小测试电话英语小测试 （1）A: 1. . your Director. 译: 我姓李，株洲的Robert 李。请您们主任director 听电话。 B: Mr. Smiths is not in right now. May I leave a message? 译: Smiths先生现在不在，您要不要留话？ A: Yes. 2. ? 译：好，请转告他到希尔顿饭店，579号房来找我，好吗 B: 3. , Mr.LI. Hilton Hotel, Room 579

5、? 译：没问题，邓先生，希尔顿579号房吗？ A: Thats right. Thank you. 译：没错，谢谢您。Hotel English 酒店英语视听说酒店英语视听说 (2) A:1 ? A: 你好，John。你是？ B:2. . How about go out tomorrow? B: 奥，John! 我是 Jim. 明天出去玩怎么样？ A:3 , and ? A: 不错，什么时间呢？ B:How about tomorrow 8:00 oclock B:明早8点怎么样？. A: 4. A: 好的。 A:Will we need some food ? B:I think that

6、 will be good A: How about bread ? B:ok I will get some beer. A: that is great. B: Ok, see you tomorrow . A:See youHotel English 酒店英语视听说酒店英语视听说 Business Advice 商务经验谈商务经验谈 克服电话恐惧症克服电话恐惧症 有的人一从电话听筒里听到有的人一从电话听筒里听到“Hello”的声音。恨不得能趁别人的声音。恨不得能趁别人不注意，偷偷的挂断电话。尤其是在于外国人通电话时，一方不注意，偷偷的挂断电话。尤其是在于外国人通电话时，一方面面 听不懂，

7、一方面又赶不上对方说话的速度，造成沟通不良。引听不懂，一方面又赶不上对方说话的速度，造成沟通不良。引起对电话的极度恐惧。若想克服恐惧感，首先。必须要把起对电话的极度恐惧。若想克服恐惧感，首先。必须要把“听听不不 懂很丢脸懂很丢脸”的念头打消才行。的念头打消才行。 当你跟不上对方的语速时，可以委婉的说：当你跟不上对方的语速时，可以委婉的说： 1. 1. I am sorry I cant follow you. Would you say it I am sorry I cant follow you. Would you say it again?again? 抱歉，我跟不上你。你愿意再说一次

8、吗？抱歉，我跟不上你。你愿意再说一次吗？ 2. 2. I could not /couldnt catch you. Would you speak I could not /couldnt catch you. Would you speak more slowly?more slowly? 我跟不上你。你愿意讲慢一点吗？我跟不上你。你愿意讲慢一点吗？ Hotel English 酒店英语视听说酒店英语视听说 一般来说，对方会应要求而放慢讲话速度的。一般来说，对方会应要求而放慢讲话速度的。 万一周围环境太吵，以至于无法听清对方的说话时，你可以说万一周围环境太吵，以至于无法听清对方的说话时，你

9、可以说 1. 1. Would you speak more loudly, please?Would you speak more loudly, please? 你可以讲大声一点吗？你可以讲大声一点吗？ 2. 2. I cant hear you. Would you speak a little louder?I cant hear you. Would you speak a little louder? 我听不清你说的话，你愿意将大点声吗？我听不清你说的话，你愿意将大点声吗？Hotel English 酒店英语视听说酒店英语视听说presidential suite cafeteri

10、aLook and match.1vending machine mobile phoneHotel English 酒店英语视听说酒店英语视听说Today the _ is widely used as a communication tool. 2. In hotels clerks are only allowed to go through the_. 3. Theres usually a _ in hotels above three stars. 4. If you want to drink a cup of coffee, you can go to the_.Fill in

11、 the blanks with suitable words.2Hotel English 酒店英语视听说酒店英语视听说operator n. 接线员human resource office 人力资源部speak to. 跟说话putthrough 接通 line n. 线路on the line 在线 Resource n. 资源just one moment 稍等Hotel English 酒店英语视听说酒店英语视听说A guest wants to speak to Manager Lee of the hotel. An operator answers the phone.Hot

12、el English 酒店英语视听说酒店英语视听说1. The guests name is John Smith. ( )2. The guest wants to speak to Manager Lee. ( )3. Manager Lee is speaking to the guest. ( )4.The line is busy. ( )5. The guest calls the manager three times. ( )TFTTDecide true (T) or false (F).1FHotel English 酒店英语视听说酒店英语视听说A guest wants

13、to speak to Manager Lee of the hotel. An operator answers the phone.Hotel English 酒店英语视听说酒店英语视听说 Watch the video again and tick the sentences you hear.2This is John Smith speaking.Could you put me through to?Id like to speak to Mr. Lee.Would you like to ring back later?Are you Mr. Smith?Manager Lee

14、is on the line.Hotel English 酒店英语视听说酒店英语视听说hold on 稍等（别挂电话） office hours上班时间Hotel English 酒店英语视听说酒店英语视听说A guest wants to speak to Manager George Clinton of the hotel. An operator answers the phone.Hotel English 酒店英语视听说酒店英语视听说Operator: Hello. This is _. Can I help you? Guest: Yes, I would like to _ y

15、our Manager, Mr. George Clinton. Operator: _, please. (Pushing the button）Sorry, nobody answered the phone. Mr. Clinton is probably _ at this moment. Would you like to try again later? Guest: Thats fine Could you ask him to _ Catherine Wilson at 136-778-6234 during _ tomorrow morning?Operator: OK. I

16、ll tell him when he _ to the office. Guest: Thank you.Operator: You are welcome. Good-bye. Guest: Good-bye.1Fill in the blanks with the missing words.Hotel English 酒店英语视听说酒店英语视听说A guest wants to speak to Manager George Clinton of the hotel. An operator answers the phone.Hotel English 酒店英语视听说酒店英语视听说2

17、. What does the guest want the operator to do then?Whom does the guest want to speak to?The manager, Mr. George Clinton. She asks the operator to tell Clinton to call her the next morning.2Answer the questions.Hotel English 酒店英语视听说酒店英语视听说Operator: Hello. This is Holiday Inn. Can I help you? Guest: Y

18、es. May I speak to Mr. Wu?Operator: Hold the line, please. Sorry, the line is engaged. Would you try to call later? Guest: OK. Thank you. Operator: My pleasure. An operator receives a phone from a guest.Hotel English 酒店英语视听说酒店英语视听说1Role-play the dialogue with your partner.Hotel English 酒店英语视听说酒店英语视听

19、说2Look at the card and complete the conversation with appropriate words or phrases.Hotel English 酒店英语视听说酒店英语视听说Room Service: Good morning. Room Service. _ Guest: Yes, Id like to order some breakfast. Am I too late? Room Service: _ The room service menu is available any time of a day. Guest: Good. In

20、 that case, _ Room Service: Would you like Sichuan food or western food? Guest: Sichuan food, please. Room Service: _ Guest: I think Ill have grapefruit juice, please. Room Service: _ Guest: Coffee, please. Room Service: _ Guest: No, thanks, thats all. Room Service: _ Guest: Room105. Room Service: T

21、hank you. Ill take them to you in 20 minutes.Can I help you?2Look at the card and complete the conversation with appropriate words or phrases.No, thats fine. Id like to order something， please. Hotel English 酒店英语视听说酒店英语视听说executive n. 经理 message n. 信息 nearly adv. 几乎Hotel English 酒店英语视听说酒店英语视听说Operat

22、or: Good afternoon, Harriet Hotel. Can I help you? Guest: Yes. This is John Gordon speaking. Could you put me through to the Executive Office? Id like to speak to your manager, Mary Smith.Operator: Just one moment, sir Im sorry, sir. She is not in. Would you like to call back or let me take a messag

23、e for you? Guest: Thanks. Ill try again later. (5 minutes later) Guest: Hello. This is John Gordon speaking. Can I speak to Manager Mary Smith now?Operator: Yes. Ill put you through. She is on the line now. You can speak to her. Guest: Thanks. (speaking to Manager Mary Smith ) Manager Mary Smith?Man

24、ager: Yes, what can I do for you? Guest: Could you serve lunch for 200people for at least 3days ? We are planning to have a meeting here in your hotel.Manager: Sure. Our cafeteria can offer business lunch for nearly 300 people. Guest: Excellent.Hotel English 酒店英语视听说酒店英语视听说1Role-play the dialogue wit

25、h your partner.Hotel English 酒店英语视听说酒店英语视听说p One moment, please. Ill check it. Do you know his room number?p Pacific Hotel. May I help you?p Peter King. K-I-N-G.p Good morning. Mr. King. This is Port Davis, International Tourist Agency. Im calling about your travel tickets. p Hello, Peter King speak

26、ing.p No, Im afraid I dont.p Could I speak to Mr. Peter King, please?p Sorry, could you repeat the name again, please?p Ah, here we are Room313. Just hold the line and Ill put you through.Pair work. Decide which sentences are spoken by the caller , which by theoperator , and which by the guest . The

27、n, arrange the sentences to make a goodconversation.Hotel English 酒店英语视听说酒店英语视听说Operator: Pacific Hotel. May I help you? Caller: Could I speak to Mr. Peter Johns please? Operator: Sorry, could you repeat the name again, please? Caller: Peter Johns. J-O-H-N-S. Operator: Do you know his room number? C

28、aller: No, Im afraid I dont. Operator: One moment, Ill check it. (pause). Ah, here we are Room 313. Just hold the line a moment please. Ill put you through. (pause) Guest: Hello, Peter Johns speaking. Caller: Good morning. Mr. Johns. This is Marry King from Beijing Tourist Agency. Im calling about y

29、our travel tickets. Hotel English 酒店英语视听说酒店英语视听说Pair work. Discuss what to say to the guest in the following situations and then write out the correct expressions.When you get a callThe line is engaged.You want to know whos calling1Hello. This is Jim speaking./Hilton Hotel./ Reception. / Information

30、 Desk. May I help you?Sorry, sir. The line is engaged. Would you try to call later?/ Would you wait a moment?Whos that speaking, please? Is that Mr. Lee speaking?Hotel English 酒店英语视听说酒店英语视听说 This is Mr. Lee speaking. Could you put me through to your manager? Hold on, please. Is that Mr. Jones speaki

31、ng? The line is engaged. Just a moment and Ill put you through.May I speak to Tom?Sorry, he is not in. Can I take a message? Would you mind waiting? Hotel English 酒店英语视听说酒店英语视听说Are you Mr. Davis?I am Jenny. Who are you?What do you want?Is that Mr. Davis speaking?This is Jenny.May I ask who is callin

32、g?Can I help you?.Hotel English 酒店英语视听说酒店英语视听说 Who is calling? What is it in relation to? What is the call concerning? What is it about?Hotel English 酒店英语视听说酒店英语视听说Shocking to FindDialogue 1:Operator: Hello. I am Marry Smith. Can I help you?Caller: Yes, Id like to speak to Henry Smith.Dialogue 2:Cal

33、ler: Hello. Are you Manager Lee?Manager Lee: Yes, who are you, please?Key:“I am Marry Smith.” should be replace by “This is Marry Smith (speaking).”Key: “Are you Manager Lee?” / “Who are you, please?” should be respectively replaced by :“Is that Manager Lee ( speaking)?”/ “Whos that speaking, please

34、?”Hotel English 酒店英语视听说酒店英语视听说1Make short dialogues according to the following situations and do role-plays with your partners, using as many appropriate sentences as you can. Two guests want to stay in your hotel for a week. They call you to reserve a double room.Hotel English 酒店英语视听说酒店英语视听说enterta

35、in v. 招待 suggest v. 建议 purpose n. 目的Peephole n. 猫眼 chain n. 链子 safety n. 安全 ensure v. 确保 install v. 安装 privacy n. 隐私responsible adj. 负责的delay n. 延缓 counter n. 柜台assistance n. 帮助 avoid v. 避免dial v. 拨号Hotel English 酒店英语视听说酒店英语视听说 Please leave your room key with the front desk when you check out or lea

36、ve the hotel. RMB50 will be charged for loss of a room key.Hotel English 酒店英语视听说酒店英语视听说You are requested to settle youre account with us when it reaches a credit limit of RMB10,000.Please contact our credit manager for any special credit arrangements.To avoid delays in case of heavy checkout volume, please allow 30 minutes for our cashier to prepare your bill.Should