Unit-2-Business-Calls-浙大教学讲解课件

商务英语作者：阮绩智责任编辑：张琛出版日期：2011年12月IDPN:308-2011-58课件章数：12BusinessPhoneCallsUNIT

2LearningObjectivesUnderstandtheroutineformulasforbusinessphonecalls;Understandbusinesstelephonemannersandetiquette;Handlebusinessphonecallsproperlyandeffectively;Writeamemo.SpeakingTaskStartingUp

1ListeningTask23ReadingTask

5WritingTaskFollow-upPractice64543216Contents2.1StartingUp

2.1.1Workinpairsorsmallgroupstolistasmanybusinesstelephonetipsasyoucan.Forexample:●Trytoidentifyaconvenienttimetocalltheperson.●Trytospeakslowlyandclearly.●Listenandrepeatimportantfactstoshowthatyouunderstand.●Befriendlyandrespectfultoeveryoneyoutalktoduringyourcall.2.1.2Discussthefollowingquestionsinpairsorsmallgroups.1)Whichtelephonetipsyouhavelistedareimportant?Why?2)Whichofthetipsdoyoualreadyfollowwhenmakingorreceivingaphonecall?3)Whatdoyouthinkarethedifferencesbetweenbusinesscallsandpersonalcalls?4)Whendoyouoftenmakephonecallsattheworkplace?5)Doyouagreethatestablishingapositivetelephoneimageisveryimportantforacompany?Why?2.1.3DiscusswithyourpartnertoworkoutsomedifferentexpressionsbetweencallsinEnglishandChineseAComparisonofDifferentTelephoneExpressionsinChineseandEnglishChineseEnglishWhenyouanswerthephoneintheoffice…

PickitupafterthreeormoreringsPickitupafterthefirstringorsecondringImmediatelyaskwhoiscallingandwhattheywantSayyourcompanynameand/ordepartmentJustsay“hello?”HaveapencilandpaperreadysothatyoucantakenotesTrytosoundfriendlyandhelpfulSpeakquicklysothatthecallissoonoverSpeakclearlyandslowlyReadthelistoftipsanddecidewhichareDOSandwhichareDON’TS.BEFOREMAKINGACALL

Beforemakinganoutgoingcallmakesureyoualwayshave:Clarifiedinyourmindthereasonorobjectivesforthecall.

Thecorrectdocumentstohand.

Amessagepadandpen/pencilnearthetelephone.

Thephonenumber/extension.

Thenameofthepersonyouarecalling/asecondcontact,i.e.secretaryname.

Anoteofthepointsyouwishtoraise.

WAYSOFANSWERINGTHETELEPHONEINACOMPANY

Goodmorning/afternoon!GoldenStarInternational(=companyname).

Hello,SalesDepartment(=nameofdepartment).

PeterJohnson(=nameofmanagerinownoffice).

WAYSOFFINISHINGTELEPHONECONVERSATIONS

Bye.Goodbye.OK,bye.I’llgetbacktoyoulateron.

SeeyouonThursday,then…OK,thankyouforcalling.I’llmakesureyougetanewpricelistimmediately.Bye.MAKINGBUSINESSCALLSDo’s-Makeclearwhoyouareandwhothecompanyis.Createawelcomingatmospherestraightoff

-Knowyourofficedepartmentsandthepeoplewithinthem.Havealistonhandwithdepartments,names,extensionnumbersandspecificjobtitles.-AlwaysCONFIRMthatyouhave(orhavenot)understoodeachpointthat’sbeenmade.-MakesureyousoundPOLITEandAGREEABLE.-MakesureyourcallisBRIEF.-MakesurethatyousoundEFFICIENT—yourfirm’simagemaybeatstake,evenifyou’rejusttakingamessage.-Smilewhileyou’retalking.Yourlistenercan‘hear’yoursmile.-Sendafollow-upe-mail,faxorlettertoconfirmanyimportantdetails(especiallypricesandnumbers),sothatyoubothhaveawrittenrecord.

MAKINGBUSINESSCALLS

Don'ts-Don’tleaveaphoneringingformorethanfourrings-Don’ttrytobefunny—youmaybemisunderstood.-Don’tinterrupttheotherperson:letthemfinishwhattheywanttosay.-Don’ttalktoofast.-Don’tdoothertasksatthesametimeyouarecalling.Concentrateonthecaller!!-Ifthecallwastransferred,don’tpassaclientfromonepersontoanother.

-Don'tleaveacalleronholdforlongperiodsoftime.Ifyouaregoingtotaketimetohelpacallerasfortheirtelephonenumberandcallthembackwhenyouareabletohelp.-Don’tpretendyouhaveunderstoodwhenyouhaven’t.-Don’trelyonyourmemory:makenotesduringacallandrewritethesenotesimmediatelyafterwardsasarecordofthecall.

CHECKLISTFORBUSINESSPHONECALLS

Doyousoundagreeable,politeandefficient?

Doyousoundnaturalandsincere?

Doesyourtonecreatetherightimpression?

Areyouspeakingclearly?

Haveyoucoveredtheessentialpoints?

Istheinformationyou’regivingcorrect?

Isitthekindofcallyouwouldliketoreceiveyourself?Inthispartyouwilllistentothreepassagesaboutjobinterviews.Trytofinishtheexerciseswhilelistening.

Areyouready?2.2ListeningTask

2.2.1Listentothepassageandtrytowritedowneachtipformakingbusinesscalls.Thefirsttiphasbeendoneforyouasanexample.

TipsforMakingBusinessPhoneCalls

1)Developaprofessionalgreeting___2)____________________________3)_____________________________4)____________________________5)_____________________________6)____________________________7)_____________________________8)____________________________Introduceyourselfandyourcompany.ExpressgratitudeStatethepurposeofyourcallScheduleameeting.Usethealternate-of-choicequestioningstrategyThankthemfortheirtimetodayandfor

theupcomingappointment.

Followup1)Whataretelephoneconversationsexpectedtodo?Answer:Theyareexpectedtofollowcertainrulesofetiquettetohelpmaketheexperiencepleasantandproductiveforallthoseinvolved.

2)Whatshouldyoudofirstwhenyoumakeabusinesscall?Answer:Youshouldfirstidentifyyourselfandyourcompany.3)Ifyou'reroutedtoareceptionistoroperator,whosenameshouldalsobeincluded?Answer:Thenameofthepersonyou'retryingtoreach.4)Whenyouareconnectedwiththeperson,whatdoyouneedtodo?Answer:

Youneedtostatethepurposeofyourcallandthenbesuretoaskifyouarecallingataconvenienttime.2.2.2Listentothepassageandanswerthefollowingquestions.5)Howshouldyouanswerthephone?Answer:

Youshouldmakesureyourfirstvocalimpressionisagoodonebytryingtoanswerthephoneaspleasantlyandprofessionallyaspossible.

6)Whenreceivinganincomingcall,whatmightbeeasieronthelistener?

Answer:

Itmightbeeasieronthelistenertosay,“ThankyouforcallingPacificEdgeInternational.ThisisMaryRobert.HowmayIhelpyou?”7)Whatshouldyoudoifyouhavetoleaveamessageorvoicemailforsomeone?Answer:

Youshouldspeakclearlyandslowlyandleaveyourname,phonenumber,andabriefmessage.2.2.2Listentothepassageandanswerthefollowingquestions.2.2.3Listentoatalkandfillintheblankswiththemissinginformation.TelephoneEnglishReasonsfordifficultiesinmakingphonecallsinaforeignlanguage:1)Youcan’tseetheperson_____________;2)Theperson’svoicemight____________;3)Youmightfinditdifficultto___________.Expressionscommonlyusedinmakingphonecalls:1)“Holdon”or“hangon”means“_____”.2)“Hangup”means“_________________________________”–inotherwords:“________________.”

3)Ifyouringsomebodyup,_____________________.4)Ifyoupickupthephone,_______________.5)“Putthrough”means____________________________________.6)Ifyoucan’tgetthroughtothepersonyouwanttotalkto,youmightbeableto_______________.7)“Callback”means___________________.youaretalkingtobeunclear

findtherightwords

waitfinishthecallbybreakingtheconnectionputthephonedownyoumakeaphonecallyouansweracall

toconnectyourcalltoanothertelephoneleaveamessage

toreturnaphonecallInthispartyouaregoingtoreadtwodialoguesandthenyouwillbeaskedtoanswersomequestionsaboutwhatyouhaveread.Pleasereadlouder!SpeakingTask2.3SpeakingTask

2.3.1Conversation1CarlandStevearetalkingabouthowtomakebusinessphonecallseffectively.1)Whydomanybusinessesconsiderthetelephoneastheirimportantlinkwiththeircustomers？

Answer:

Becauseatelephonecallisveryoftenthefirstcontactapotentialcustomerhaswithabusiness.

2)Whatfunctionsdobusinesstelephonecallsplay?

Answer:

Ordersaretaken,progressischecked,suppliersarecontacted,adviceisrequestedandgiven,andcomplaintsareheard.3)Whatadvantagesdoesusingthetelephoneforcompanybusinesshaveoverwritingletters?

Answer:

Thetelephoneislessexpensive;andthetelephoneprojectsalivevoice,arealperson,whocanbothlistenandrespondtoasituation.4)Whatisthepotentialproblemthattelephonecommunicationposes?

Answer:

Itmayprojectthewrongimageorattitude.5）Whycan’tyouspendtimetalkingaroundyoursubjectorabouttheweatherinabusinesscall?

Answer:

Thecallismadebecausesomeonehasarequestorproblem,weshouldgettothepointjustasquicklyasyouwouldinabusinessletter.6)Howwouldyoureactiftheotherpersononthelineisrudeandhostile?

Answer:

(Open)2.3SpeakingTask

2.3.2Conversation2MarkiscallingPetertotalktohimaboutsomethingurgent.1)WhodidMarktalktointhetelephoneconversation?Answer:ThereceptionistandPeter’ssecretary.2)WhodidMarkwanttospeakto?

Answer:

HewantedtospeaktoPeterBrown.3)Whycouldn’tMarktalktoPeter?Answer:

Hewasoutforameetingandwouldn’tbebacktill3.4)WhydidMarkwanttotalktoMr.Browninperson?Answer:

Becausehewantedtotalktohimaboutsomethingratherurgent.5)Whydidn’tMarktryMr.Brown’smobilephone?Answer:

Hedid,buthismobilephonewasoffallthetime.6)WhatdidMarkaskthesecretarytodo?Answer:

HeaskedthesecretarytotellMr.Browntocallhimbackassoonashereturned.ReadingTaskInthispartyouaregoingtoreadapassageandthenyouwillbeaskedtoanswersomequestionsaboutwhatyouhaveread.2.4ReadingTaskPre-readingquestionsforpairwork1)Whydoweneedtolearnandpracticegoodbusinesstelephoneskills?2)Doyouagreethatphonecallscanbeveryusefultoolsindevelopingbusiness?3)Whattypeofphonecallsdoyouoftenmake/receiveatwork?4)Whatarethebasicstepsofpreparingforthebusinessphonecall?5)Whatarethebasicstepsofmakingthebusinessphonecall?Answerthefollowingquestions:

1.Whyisthetelephoneconsideredtobeoneofthemostpowerful,efficientandcost-effectivebusinesstoolsyouhaveatyourdisposal?

Answer:

Practicinggoodbusinesstelephoneskillshelpsencourageclearlinesofcommunication,buildrapportandavoidmisunderstandings.2.Whichdoyouthinkarethefivemostimportanttips?

Answer:

(Open)

3.Whichofthetipsdoyoudisagreewith?Why?

Answer:

(Open)4.WhichofthetipsdoyoualreadyfollowwhenmakingorreceivingcallinEnglish?

Answer:(Open)

5.Whichofthepointsdoyoufeelleastconfidentaboutifyou’reusingEnglishonthephone?Answer:(Open)6.WhataspectsoftelephoninginEnglishcanbeimprovedbymorepractice?

Answer:

Almostalltheaspectscanbeimprovedbymorepractice.WritingTaskInthispartyouaregoingtolearnhowtowritememos.PURPOSESTHATMEMOSSERVE

Theterm“memo”(shortformemorandum)isusedtodescribethestandardformatofinternalcommunication,whichanorganizationusesforitsownstaff.Memosusuallyservethefollowingpurposes:

●Giveinstructionsornotifyeventswhichhaveoccurred;●Seekinformation●Offerideasandsuggestions

2.5WritingTask

1.Keepmemosshort.Useshortwordsandshortsentences.Dealwithonlyoneideainanyoneparagraph.Completesentencesarenotessential.Ifyoulistpointsyouusefewerwords.2.Stateyourpurposeclearly.

Writeaninformativesubjectlineandpresentyourmaterialinorderofimportance.Divideyourdataintosectionsandnumbereachpointifthisclarifiesasequenceorrankstheinformation.Usesubheadingstoachievethisresultinlongermemos.

3.Useface-to-facelanguage.

Usetheactivetense.Bedirectandpersonal.Letyourmemosbemorelikeanextensionofconversation.4.Monitorbackgroundsignalsandtone.

Memoscontainnon-verbalmessageswhetheryouwantthemtoornot.Beforeyousendamemo,readitaloudtoyourselfortoacolleague.Itsoundsartificial,orlikeaparentchastisingachild,rewriteit.GuidelinesforMemos

GeneralFormatofMemo’sHeading

TO:--Identifythereceiverofthememo;

FROM:--Identifythesenderofthememo;

DATE:--ServesasarecordSUBJECT:--Indicatethetopicofthememo.Task1.YourcompanyisgoingtoprovidethestaffwithE-commercetraining.Therewillbetwocourselevels:intermediatelevelandadvancedlevel.BothwillbegivenonSaturdaysforfiveweeks.You,HumanResourcesManager,aretowriteamemotodepartmentmanagers,askingthemtohelpobtainthenamesoftheinterestedstaff,andencouragethestafftoattend.JobAdvertisement(1)

WritingPractice

HowtoWritingtheMajorPartsofaMemo?

Step1:Identifythetask●Specifythepurposeofthememo.Step2:Listthepoints●Listthepointstobecoveredinthememo;Step3:Writethememo●Useappropriatelypolitetone.Step4:Checkthememo.MEMORANDUMTO:DepartmentManagersFROM:EdwardSmith,HumanResourcesManager,

DATE:October26SUBJECT:In-serviceE-commercetraining

FromNovember10E-commerceClasswillbeheldonSaturdaysforfiveweeks.Therewillbe2groups:intermediatelevelandadvancedlevel.Pleaseencourageyourstafftoattendoneofthesessions.Allteachingmaterialswillbeprovidedforfree.PleasesendmethenamesofallinterestedstaffbynextFriday.Thesestaffwilltakeatesttheweekbeforethecoursestarts.Enclosure:TeachingProgram

Task2.

YouaretheSalesManagerofaforeigntradecompany.RecentlyyoureceivedafaxfromanAmericancustomercomplainingofthelatedeliveryofhisOrderNo.566for2000colorTVsets.Thenyoulookedintothematterandfounditwasthefaultofyourdispatchdepartment.Writeashortmemotoyourassistant,AlanChen:

Askinghimtovisitthedispatchdepartmentandurgingthemtodispatchtheorder;

Specifyingthegoods,quantityandthedeadlinefordispatch;

Addinganyrelevantinformationyoucanthinkof;Write60-70words.JobAdvertisement(1)

WritingPractice2.8Follow-upPractice

Yes,let’sdoit!Wewillpracticewhatwehavelearntinthisunit.1)A:Goodmorning,SalesDepartment.CanIhelpyou?B:________________________________________________2)A:MayIaskwho’scalling,please?B:________________________________________________3)A:________________________________________________B:Doyouknowwhenhewillcomeback?4)A:I’msorry,I’venoidea.Wouldyouliketoleaveamessage?B:________________________________________________5)A:Hello,MsJones.WhatcanIdoforyou?B:_________________________________________________6)A:Mr.Smithistieduponanotherline.CouldIputyouonholdforaminute?B:_________________________________________________7)A:__________________________________________________B:Sorry,there’snoonebythenameofHenryhere.8)A:_________________________________________________B:Sorrythelineisengaged.9)A:Couldyouputmethroughtothemanager’soffice?B:__________________________________________________10)A:I’mafraidheisn’tinatthemoment.WhatcanIdoforyouthen?B:__________________________________________________2.8.1

Writedownwhatyouwouldsaytoeachofthefollowingquestionsoranswersandthenpracticethedialogueswithyourpartner.2.8.2PairWork

MaryJane.Goodmorning.CanIhelpyou?Certainly.CouldIhaveyourname,please?Onemoment…I’mafraidhe’sinameeting.CanItakeamessage?Givename.Howdoyouspellthat?Andyournumber?Givemessage.AsktospeaktoBillHolden.Spellit.I’llseethathegetsyourmessage.Thankreceptionistandsaygoodbye.GoodbyeGivenumber.1)Practicetakingandleavingphonemessagesusingthefollowingconversationplan.ReceptionistCaller2.8.2PairWork2)Withapartner,makingappointmentsfornextweekusingthesediaries.Mon12Tues13Wed14Thurs15Fri169:00freemeetcustomerfreebusinesstripvisitfromCBB11:00meeting1:00plantvisitsectionmeetingsalesmeeting3:00free5:00FreefreeMon12Tues13Wed14Thurs15Fri169:00staffmeetingwritereportfreeplantvisitmeeting11:00meetcustomervisitfromABM1:00budgetmeetingvisitICBfree

free3:00visitplant5:00StudentAStudentB-Topic1DescribesomeimportantstepsofmakingabusinessphonecallHints:PrepareyourselfforaphonecallIdentifyyourselfIdentifythepurposeTaketimetolistenReviewthephonecall2.8.3OralPresentationGiveashortpresentationononeofthefollowingtopicsforatleast4minutes.Topic2

Howwouldyoudealwiththefollowingsituationsinusingthetelephone?Hints:Thepersonwantedonthephoneisnotavailable.YoureceiveaphonecallofemergencyYoureceiveaphonecallofcomplaint..2.8.4PutthefollowingChineseinthebracketsintoEnglish.

Alotofourbusinesswork,(如接订单、检查进展情况、与供货商联系、征求和提出建议、处理投诉，都是通过电话进行。)2)Sinceeverydayquiteafewpeopletransactbusinessoverthetelephone,（所以树立良好的电话形象对公司的成败尤为重要。）3)Whenmakingabusinesscall,不需拐弯抹角。正如在商务书信中一样，开门见山，切入要点。)suchastakingorders,checkingprogress,contactingsuppliers,requestingandgivingadvice,andhearingcomplaints,isdonealloverthetelephoneestablishingapositivetelephoneimageisobviouslyimportanttothesuccessofthecompany

youdon’tneedtospendtimetalkingaroundthesubject.Justgettothepointasyouwouldinabusinessletter

4)A：Hello．ThisisDavidTaylorcallingfromtheSalesDepartmentofABCCompany．MayIspeaktoyourmanager,please？B：

(非常抱歉，我们经理正忙得脱不开身。请留下你的姓名和电话号码，我请他有空就给你回电。)5)A:Hello,Mr.Brown.WhatcanIdoforyou?B:I’llbeinChinanextweek我打电话是想看看你是否有空和我会面谈谈你们明年的采购计划。下周有空吗？

I’mverysorry.Ourmanageristiedupatthemoment.Ifyoulea