Unit9Communicating by Telephone 课件《商务英语实训教程》

商务英语实训教程Unit9CommunicatingbyTelephoneTrainingObjectives01TrainingPortfolio02TrainingAssessment03目录CONTENTSKeystoExercises04TrainingObjectivesAnswerthephone;01Asktobeconnected;02Dealwithproblemsbytelephone;05Bytheendofthisunit,youareexpectedto:Putsomeonethrough;03Leavemessages;04TrainingPortfolioPart1StartingupPart2ListeninginPart3LanguagefocusPart4SpeakingoutPart6Follow-upreadingPart5WritingAAmongthenewtypesofcommunication,suchasQQ,WeChat,mobilephonecall,Skype,etc.,whichonedoyouusemostfrequentlyinyourdailylife?BComparedwithothertypesofcommunication,whatadvantagesdoyouthinktelephonecommunicationhas?CWiththedevelopmentoftheInternetandcommunicationstechnology,doyouthinkthetelephonewillbecompletelyreplacedbyothertypesofcommunication?Why/Whynot?Section1:DiscussthesequestionsPart1StartingupPart1StartingupSection2:ToreadIsyourEnglishTooEnglish?Englishmaybethelanguageofinternationalbusinessbut,asAlisonThomasreports,it’snotonlynon-nativespeakerswhoneedtolearnhowtouseiteffectively.AskaSwedishEricssonexecutive‘TalarduSvenska?’andhemaywellreply‘Yes.Butonlyathome.AtworkIspeakEnglish.’EricssonisoneofagrowingnumberofEuropeancompaniesthatuseEnglishastheirofficialcorporatelanguage.Thesecompaniesrecognizeand,atthesametime,increasethedominanceofEnglishasthelanguageofinternationalcommunication.SoonthenumberofspeakersofEnglishasasecondlanguagewillexceedthatofnativeEnglishspeakers.ReadthefollowingarticleaboutusingEnglishforinternationalbusinessanddecidewhetherthestatementsbelowaretrueorfalse.Part1StartingupSection2:ToreadAlthoughacompanymightuseEnglishasitsofficiallanguage,itsemployeesareunlikelytobebilingual.LanguagetrainerJacquieReidthinksweconsistentlyover-estimatethefluencyofno–nativespeakers.‘Wealwaysassumethatbecausetheirlanguageskillsarebetterthanours,theyunderstandeverythingwesay.’Sohowshouldweadaptouruseoflanguageandwhatarethecommonproblems?‘Simplifyit,’isReid’sadvice.‘Don’tover-complicatethemessage.Reducewhatyou’resayingtomanageablechunks.’Reidalwaystellspeopletolimitthemselvestooneideapersentence.‘It’salsoimportanttoslowdownandnotraiseyourvoice.’Dr.JasminePatel,alanguageconsultantatEurophone,saysdifferentlanguagesalsohavetheirownapproachtodialogue.‘TheBritishstartwithidiomaticexpressionssuchasso,shouldwegetdowntoit?AndunderstateimportantissueswithphrasessuchasTherecouldbeaslightproblem.TheyalsosayThat’sagoodidea,but…whentheymeannoandtheyrepeatedlyusethewordgetwithdifferentmeanings.Andworstofall,theyinsistonusinghumorwhichissoculture-specificthatno-oneunderstandsit.’Part1StartingupSection2:ToreadThemajorityofEnglishnativespeakersareinsensitivetothestressoftryingtounderstandaforeignlanguageinaworkenvironmentbecausetheyrelyonthebusinessworldspeakingtheirlanguage.AtEricsson,however,thisisnotthecase.AttheUKsubsidiary,EricssonTelecommunications,managementtrainingcoursesincludeseminarsonbothlanguageandcross-culturalissues.Afrequentcommentmadeinfollow-upevaluationsisthatincreasedawarenesshasimprovedcommunicationand,moreimportantly,givenparticipantsabetterunderstandingoftheirownlanguageandhowothersmightinterpretit.

AdaptedfromTrainingMagazine,June1998Part1StartingupSection2:Toread____1EricssonusesbothSwedishandEnglishasitsofficialcorporatelanguage.____2ThereisnoneedforthosenativeEnglishspeakerstoimprovetheirlanguageskills.____3NativeEnglishspeakersareawareofthedifficultiesoflisteningtoforeignlanguages.____4TheBritisharelikelytounderstateimportantissueswithphrasessuchasTherecouldbeaslightproblem.____5TheUKsubsidiaryofEricssonfinallyimprovedcommunicationthroughvariousmanagementtrainingcourses.KeysPart2ListeninginTask1LeavingvoicemailsEilishGough,amanageratSanderlinABinStockholm,receivesfivevoicemails.Listenanddecidewhateachspeakeristryingtodo.1______2______

3______4______

5______KeysPart2ListeninginTask2LeavingamessageMr.WileyisinEngland.HeiscallingMr.MathewsofABCCompany,whichproducesofficefurnitureforexport.AListentotheconversationanddecidewhetherthefollowingstatementsaretrue(T)orfalse(F).____1Mr.WileyiscallingfrominternationalSales,England.____2Mr.MatthewshasgonetoHongKongonbusinessforafewdays.____3Mr.Matthewswon’tbebackuntilFridayafternoon.____4Mr.Wileythinksthepriceoftheofficefurnitureistoohigh.____5Themessageisn’turgent.Mr.Wileywillphoneagain.

BListenagainandnotedownthethreemessagesMr.Wileyleaves.Message1___________________________________________________________.Message2___________________________________________________________.Message3___________________________________________________________.

Part3Languagefocus01MakingacallandintroducingyourselfHello,mynameisEdwardGreen.IwouldliketospeaktoMr.Smith,please.ThisisDonBradley.CanItalktoPhilWatson,please?Goodmorning.CanItalktoPhil,please?ThisisDonBradleyfromBiburySystems.Wouldyoupleaseputmethroughtoextension247?Extension471,please?HelloAnna.It’sMarionagain.Wewerecutoff.CanyouputmethroughtoSharonThomson,please?MynameisDavidWhelanfromtheHealthandSafetyCouncil.Part3Languagefocus02AnsweringthephoneGoodmorning.BiburySystems.CanIhelpyou?Goodmorning,RUYJAdvertising.Whatcompanyareyoufromplease?MayIaskwho’scalling,please?Part3Languagefocus03PuttingthecallerthroughI'llputyouthrough.Holdtheline,please.I’mconnectingyounow.Hangonaminute,please.I’llputthrough.Holdtheline,please.I’llputthroughtoSales.Part3Languagefocus04ThepersonwantedisnotavailableIamsorry,butMr.Smithisn'tavailableWell,Mr.Bradley,I'mafraidPhil'snotintheofficeatthemoment.CanItakeamessageorwouldyouliketoringhimonhismobilephone?Yes,I’lltellhimthat.ShallIaskhimtocallyouback?I’msorry.Hewon’tbefreeuntilthisafternoon.Heshouldbeavailableinaboutanhour.I’mafraidheisinameeting.CanItakeamessage?I’mafraidshe’soutoftheofficeatthemoment.CanItakeamessage,orwouldyoutryhismobilephone?Part3Languagefocus05MakingarequestOkay.I'llringagainsoon.DoesMr.Smithhaveadirectline?I’msorry.Couldyourepeatthat?Wouldyoumindrepeatingthatnumber?Couldyouspellthatname,please?Yes,please.CouldyoutellMs.SymesI’llhavetocancelourmeetingonThursday?Couldyoupleasetellmewhenhe’llbeback?Yes.CanyouputmethroughtoEllenSymes,please?Part3Languagefocus06ResponsetoarequestI'msorrybutthenumberisconfidential.I’msorry,thelineisstillbusy.CanItakeamessage?I’llaskhertocallyouassoonaspossible.Fine,Mr.Murphy.I’llgiveheryourmessage.Fine.I’lltellherthat.Thankyou.Bye.Yes,I’lltellMs.Lewisit’surgent.Thankyou.Bye.Thelineisbusyatthemoment.Wouldyouliketohold?Part3Languagefocus07ReasonsforcallingI’mcallingaboutthesalesfiguresforthefirsthalfoftheyear.I’mphoningbecauseIwanttotalkabouttheearlysettlementdiscountsforthisorder.I’mcallingforsomefurtherdetailsaboutthedelivery.I’mcallingabouttheFirstAidcourseMs.Thomsonisarrangingwithus.I’dliketoconfirmtheweekbeginning13MaybutI’mnot…Part3Languagefocus08ConfirmingDidyousay‘F’forFreddieor‘S’forSugar?It’s‘S’forSugar.Didyousaythethirteenthorthirtieth?Thethirteenth,onethree.I’msorry.Couldyouspellyoursurname,please?Andit’stheHealthandSafetyCouncil.Right.Andwhat’sthemessage,please?Sothat’s…Justletmerepeatthat.Part4SpeakingoutSection1:SampledialoguesDialogue1TheMarketingexecutiveofBiburySystemsistryingtotalktoMr.Smithonthephone,aimingtointroduceanewproducttoMr.Smith.①EdwardGreen:Hello,mynameisEdwardGreen.IwouldliketospeaktoMr.Smith,please.Smith’ssecretary:Iamsorry,butMr.Smithisn'tavailable.EdwardGreen:Okay.I'llringback.DoesMr.Smithhaveadirectline?Smith’ssecretary:I'msorrybutthenumberisconfidential.EdwardGreen:Okay.Thankyou.Part4Speakingout②Smith’ssecretary:Hello,Mr.Smith'soffice.EdwardGreen:Hello,mynameisEdwardGreenfromBiburySystems.Irangearlier.IwouldliketospeaktoMr.Smith,please.Smith’ssecretary:I'mafraidMr.Smithisnotintheofficeatthemoment.CanIaskwhatitisabout?EdwardGreen:Itisveryimportant.IrepresentBiburySystems.We'vegotanewproductandIwantMr.Smithtoseeit.Smith’ssecretary:Pleasesendtheproductspecificationsbymail,Mr.Green.EdwardGreen:IwouldlikeMr.SmithtoseetheproductandwouldliketotalktoMr.Smithdirect.Whenisagoodtimetocall?Smith’ssecretary:Youcouldtryringingthisafternoon.EdwardGreen:Thankyou.Goodbye.Part4Speakingout③EdwardGreen:Hello,thisisEdwardGreen.Irangearlier.IwouldliketospeaktoMr.Smith,please.Smith’ssecretary:I'mafraidthatMr.Smithisinameeting.EdwardGreen:Ishefreelaterthisafternoon?Smith’ssecretary:Idon'tthinkso.Mr.Smithisverybusyatthemoment.EdwardGreen:I'llringagaintomorrow.Smith’ssecretary:IamafraidMr.Smithisn'tintheofficetomorrow.EdwardGreen:Thankyou.Goodbye.(It'ssixo'clock.EdwardGreentriesagain,hopingthatMr.Smith’ssecretaryisn’tthere,andMr.Smithisstillatwork.)Part4Speakingout④EdwardGreen:AhMr.Smith?MynameisEdwardGreenMr.Smith:Yes?EdwardGreen:Youdon'tknowmebutIworkinDonBradley'sofficeatBiburySystems.Ispoketoyoursecretarytoday.Mr.Smith:Yes?EdwardGreen:Youpublishyourcataloguethismonth.Andwehaveanexcitingnewproduct.Ihopeyoucouldhavealookatit.SoIwonderifIwouldbeabletomeetyouinyouroffice?Mr.Smith:I'mbusyallnextweek.EdwardGreen:Maybetheweekafter?Mr.Smith:Talktomysecretary.EdwardGreen:Youprintyourcataloguethismonth,don'tyou?Mr.Smith:Yes.EdwardGreen:Couldyoupossiblyseetheproductthisweek?Itwon'ttakelong.Mr.Smith:Okay.BehereWednesdaymorning...eightsharp!I'llgiveyoutwentyminutes.EdwardGreen:ThankyouMr.Smith.I'llseeyouonWednesdaymorningat8o'clock.Part4SpeakingoutDialogue2DonBradley,thechiefexecutiveatABCCompany,wantstotalktoPhilWatsonofRUYJAdvertisingCompanyaboutanewproduct.①Receptionist:Goodmorning,RUYJAdvertising.DonBradley:Goodmorning.ThisisDonBradley.CanItalktoPhilWatson,please?Receptionist:Whatcompanyareyoufromplease?DonBradley:BiburySystems.Receptionist:I'llputyouthrough.②Dave:PhilWatson'sphone.DonBradley:Goodmorning.CanItalktoPhil,please?Dave:CanIaskwho'scallingplease?Part4SpeakingoutDonBradley:DonBradleyfromBiburySystems.Dave:Well,Mr.Bradley,I'mafraidPhil'snotintheofficeatthemoment.CanItakeamessageorwouldyouliketoringhimonhismobilephone?DonBradley:I'lltryhismobile.CanIhavethenumberplease?Dave:080254377DonBradley:Justletmecheckthat.Zeroeightzerotwofivefourthreedoubleseven.Dave:That'sit.DonBradley:Thanks.③PhilWatson:Hello.PhilWatson.DonBradley:Hello.Phil,thisisDonBradley.PhilWatson:Hello,Don.Sorrytokeepyouwaiting.Howareyou?DonBradley:I'mfine,thanks.Canwemeet?WehaveanewproductandIwantyoutoseeit.Part4SpeakingoutPhilWatson:Brilliant!IwillbeavailablealldaythisThursdayinmyoffice.Wouldthatbefineforyou?DonBradley:That’sfine.Seeyouthen!Bye!PhilWatson:Seeyou!Task1LauraisthemanagerofMaplomMachineryTradingCo.,Ltd.ShecallsJimmyWarden,themanagerofCologneExhibition(China)Co.,Ltd.toenquireaboutexhibitionplaninGermanynextyear.Mr.Wardenishavingameeting,andthereceptionistofColongneExhibitionpromisestotellhimaboutthis.Part4SpeakingoutSection2:CreateyourownTask1:Workwithyourpartnertorole-playthefollowingsituations..Task2YouaretheassistantofGeorgeSmith,PurchasingManagerofHRCCorporation.SomeonecallstobeconnectedtoMr.Smith.Findoutwho’scallingandwhy.Explainthatyourbossisnotavailablenow.Part5WritingReadtheletterbelow,andwriteareplytoMacroFrancone:

thankinghimforhisenquiryenclosingabrochureandpricelisttellinghimaboutanewspecialofferaskinghimtocontactyouifhehasanyquestions.Part5WritingKeysDearMs.PickeringIamwritingtoenquireaboutyourlatestphotocopiers.Wearecurrentlyrentingamodelfromyou.However,wewouldnowliketopurchaseone.Iwouldbeverygratefulifyoucouldsendusacopyofyourbrochureandanyrelevantproductliterature.Woulditalsobepossibleforyoutosendusacurrentpricelist?Ilookforwardtohearingfromyou.YourssincerelyMacroFrancone

Part6Follow-upreadingPassage1Readthearticlebelowanddiscussthefollowingquestions.1Whatdoestheplanningstageinvolvebeforestartingtowriteabusinessletter?2Howtomakeawell-organizedmessageinaletter?3Howmanystepsareinvolvedingeneralinwritingabusinessletter?GeneralProcessforWritingBusinessLetters(1)Planyourmessage.Beforestartingtowrite,thinkaboutwhoyouarewritingtoandwhy.Whatisyourobjective?Whattoneshouldyouadopt?Whatisthecorrectorappropriatelayoutforyourletter?Whatchannelandmediumshouldyouchoose?Duringtheplanningphase,youthinkaboutthefundamentalsofyourmessage:yourreasonforcommunicating,youraudience,themainideaofyourmessage,andthechannelandmediumthatwillbestconveyyourthoughts.Thestagesofplanninginclude:KeysPart6Follow-upreadingDefiningyourpurpose.Whenplanningabusinessmessage,thinkaboutyourpurpose.Ofcourseyouwanttomaintainthegoodwilloftheaudienceandcreateafavorableimpressionforyourorganization,butyoualsohaveaparticulargoalyouwanttoachieve.Thatpurposemaybestraightforwardandobvious(likeplacinganorder),oritmaybemoredifficulttodefine.Whenthepurposeisunclear,itpaystospendafewminutesthinkingaboutwhatyouhopetoaccomplish.Analyzingyouraudience.Onceyouaresatisfiedthatyouhavealegitimatepurposeincommunicating,takegoodlookatyourintendedaudience.Whoarethemembers,whataretheirattitudes,andwhatdotheyneedtoknow?Whatistheirprobablereactiontoyourmessage?Whatistheirrelationshiptoyou?Theanswerstothesequestionswillindicatesomethingaboutthematerialyou’llcoverandthewayyou’llcoverit.Establishingyourmainidea.Everybusinessmessagecanbeboileddowntoonemainidea.Regardlessoftheissue’scomplexity,onecentralpointsumsupeverything.Thisisyourtheme,yourmainidea.Everythingelseinthemessageeithersupportsthispointordemonstratesitsimplications.Themainideahastostrikearesponseintheintendedaudience.IthastomotivatepeopletoPart6Follow-upreadingdowhatyouwantbylinkingyourpurposewiththeirown.Selectingtheappropriatechannelandmedium.Thecommunicationmediaavailabletobusinesspeoplehavemushroomedinthepastthreedecades:faxes,e-mail,voicemail,teleconferences—tonameafew.Yourselectionofchannelandmediumcanmakethedifferencebetweeneffectiveandineffectivecommunication.Sowhenchoosingachannel(whetheroral,writtenorelectronic)andamedium(whetherface-to-faceconversation,telephoneconversation,e-mail,writtenletters,etc.),doyourbesttomatchyourselectionstoyourmessagesandyourintentions.(2)Organizeyourthoughts.Successfulcommunicatorsrelyonorganizationtomaketheirmessagesmeaningful.Achievinggoodorganizationcanbeachallenge.Nevertheless,thefollowingfourguidelinescanhelpyourecognizeawell-organizedmessage:Makethesubjectandpurposeclear.Includeonlyinformationthatisrelatedtothesubjectandpurpose.Grouptheideasandpresenttheminalogicalway.Includeallthenecessaryinformation.Part6Follow-upreadingEachguidelinenotonlyhelpsyoucommunicateclearlyandlogicallybutalsohelpsyoucommunicateethically—bymakingsureyoustateallinformationastruthfully,honestly,andfairlyaspossible.(3)Formulateyourmessage.Whenyoufeelconfidentthatyouroutlineororganizationwillachieveyourpurposewiththeintendedaudience,youcanbegintowriteyourfirstdraft.Asyoucomposethefirstdraft,don’tworryaboutgettingeverythingperfect.Justputdownyourideasasquicklyasyoucan.You’llhavetimetoreviseandrefinethemateriallater.Compositioniseasierifyou’vealreadyfiguredoutwhattosayandinwhatorder,althoughyoumayneedtopausenowandthentofindtherightword.(4)Reviseyourmessage.Onceyou’vecompletedthefirstdraftofyourmessage,youneedtoreviewandrefineyourmessagesbeforesendingthem.Readwhatyou’vewrittenthroughquicklytoevaluateitsoveralleffectiveness.You’remainlyconcernedwithcontent,organizationandflow.Comparethedraftwithyouroriginalplan.Haveyoucoveredallpointsinthemostlogicalorder?Isthereagoodbalancebetweenthegeneralandthespecific?Dothemostimportantideasreceivethemostspace,andaretheyplacedinthemostprominentpositions?Haveyouprovidedenoughsupportanddouble-checkedthefacts?Wouldthemessagebemoreconvincingifitwerearrangedinanothersequence?Doyouneedtoaddanything?etc.Part6Follow-upreadingInaddition,youshouldalsothinkaboutwhatyoucaneliminate.Inbusiness,it’sparticularlyimportanttoweedoutunnecessarymaterial.Overall,thecompositionprocessvarieswiththesituation,thecommunicator,andtheorganization.Routinemessagesobviouslyrequirelessplanningandlessrevisionthanmorecomplexmessages.Moreover,variouspeopleapproachcompositioninvariousways;somecomposequicklyandthenreviseslowly;othersreviseastheygoalong.Thecompositionprocess,therefore,isflexible,notafixedprescriptionofsequencedsteps.P.S.Thefigureshowsthemainpartsofaformalbusinessletterandwhattheyare.Part6Follow-upreadingPart6Follow-upreadingTrainingAssessmentAMatchthetelephonephrasesbelowwiththeresponses.1I’mafraidtheline’sbusy.aIt’sOK.I’llphonebacklater.2CanIhaveextension236,please?bIt’sOK.I’llhold.3I’mafraidheisn’tintheoffice.cSorry,I’lltrytoreconnectyou.4CouldyoutellSarahthatIcalled?dI’llputthrough.5It’sDaveRogersagainforJoeWest.eOK.I’llgiveheryourmessage.Wewerecutoff.Section1Self-studyBDonHobsonappliesforajobatBiburySystems.Hetelephonestoarrangeaninterview.Readtheconversationandfillthegaps.Jenny:BiburySystems.HowcanIhelpyou?Don:Hello.I’dliketospeakCliveHarris,please.Jenny:I’mafraidhe’soutoftheofficethismorning.(1)_________________________________?Don:Yes,please.Myname’sDonHobson.Jenny:(2)_________________________________?Don:H-O-B-S-O-NJenny:(3)_________________________________.Section1Self-studyKeysB-SorP-S?Don:BforBOOK.(4)________________________thepositionassalesexecutive.Jenny:Yes?Don:Mr.Harrisleftamessageonmyvoice-mailaskingifIcouldcomeforaninterviewat2pmon18June.(5)__________________thatI’llbeabletocomethen?Jenny:So,that’s2o’clockon18June.Don:That’sright.Jenny:Fine.(6)________________________.Don:Thankyou.Bye.Section1Self-studySection2:BECexamReadingTestPartOneLookatthefollowingextractsfromtheChairman’sStatementinfourannualreports.Whichextractdoeseachsentencebelowreferto?

A.Strikeactionandunfavorableexchangeratesledtolossesthatwerealmostbalancedbygainsfromourongoingresourceefficiencyprogram,whichdeliveredanimpressive￡100mofcostperformanceimprovements.AnothersourceofrevenuewastherecentdisposalofDennox,ourwholly-ownedsubsidiary.B.Thecompanymadesteadyprogress,withprofitsbeforetaxandexceptionalitemsincreasingto￡596m.Carefulcashmanagementcontinuestobeamajorfeatureofthecompany’sstrongperformance.Despitepressurefromincreasedinvestmentactivity,thebalancesheetshowsnetcashat￡3.2bnafterexpenditureof￡346m.Section2:BECexamC.Tradingvolumeincreasedby4.5%,whichwaswelluponrecentyears,andturnoverroseby3%.Operatingmarginsalsoincreased,asaresultoftherestructuringprogramthatwascompletedattheendoflastyear.Althoughsuccessful,theprogrammeantareductioninnetcashto￡472m.D.Ourmajorachievementlastyearwasthe￡4.8bnacquisitionofaspecialitychemicalsbusiness.Thisinvestment,alongwiththeplannedsaleofassets,willhelpstreamlinethecompany’srangeofbusinesses.Tradingprofitfellby7%duetodisappointmentsinnon-coreactivities,confirmingthelogicoftheactionswearetaking.1Thecompanyenjoyedasubstantialincreaseinitssales.2Thecompanyoffsetsomeofitspoortradingresultsbysellingassets.3TheChairmanexplainswhysubstantialinvestmentwasnecessary.4TheChairmanreferstothesuccessofpreviousorganizati