Effective Telecommunications

1. Unit 3 Effective Telecommunications

2. Study Objectives • 学习用英语与公司同事､客户进行电话沟通的技巧 • 学习用英语接听及拨打电话的常用语 • 了解办公室接听电话的基本礼仪 • 掌握电话留言及备忘录的写作格式与规范

3. Tips for Preparing a Business Call The first impression anyone gets from you will be lasting. Your voice on the other end of a telephone line is that first impression. You need to conduct yourself in a professional manner when calling people for business purposes. Expect the same results as you would in an in-office meeting. Here are a few steps to help you along. • Remember that a business telephone call is comprised of three components, the beginning introduction, the middle bulk of the call, and the end summing up. • Say everything that you need to in order to explain your reason for calling. State when you will return the call or request that the other person call you back. If you have to leave a message, be concise. • Let the other person know at the beginning of the call if you plan to use a speaker phone or record any part of the conversation.

4. Making a call Useful Expressions 1. Can I speak to George Grogan, please? 请帮我找乔治·格洛根先生听电话｡ 2. Can I have extension 108, please? 请帮我转拨分机号码108｡ 3. Hello, my name’s Peter Black. Can you put me through to Mr. Craig Maine please? 你好,我叫皮特·布莱克,能帮我接通柯雷格·梅因先生的电话吗? 4. I’m calling about a problem with the delivery dates. 我打这个电话是要谈论关于出货的时间问题｡ Part 1 Part 2 Part 3 Part 4 Part 5

5. Making a call Useful Expressions 5. Just now Miss Simon called me and I wasn’t available, now I’m returning her call. 刚才西蒙小姐打电话给我而我不在,我现在给她回话｡ 6. Could you tell him I’ve booked a table at Marcel’s restaurant this evening and I’ll meet him there? 你能转告他我今晚已经在马萨尔酒店订了晚餐,届时会在那里与他见面吗? 7. Sorry, I’ll try to reconnect you. Hold the line. 抱歉,我会重新帮你接通电话｡请别挂机｡ Part 1 Part 2 Part 3 Part 4 Part 5

6. Making a call Useful Expressions 8. Yes, please. Could you tell him Alan Abraham called? 是的,请转告他阿兰·亚伯拉罕打过电话给他了｡ 9. Mr. Smith is at a meeting at the moment, I’ll reach him in the conference room. 密斯先生现在正在开会,我帮你把电话接到会议室去｡ 10. Good morning, sir. I’m calling to get some information about the Easyscanner IV. 早上好!先生｡我打电话是想了解一下有关轻松扫描仪IV型的情况｡ Part 1 Part 2 Part 3 Part 4 Part 5

7. Receiving a call Useful Expressions 1. I’m sorry, the line is still busy, can you hold on or let me take a message? 抱歉!占线｡请问您是愿意不挂机还是让我帮您留言呢? 2. Yes, I’ll tell him that. Shall I ask him to call you back? 是的,我会帮您转告｡需要他给您回电话吗? 3. Could you please repeat the name of the company, please? 请您重复一下贵公司的名称｡ 4. Who’s calling, please? 请问您是哪位? Part 1 Part 2 Part 3 Part 4 Part 5

8. Receiving a call Useful Expressions 5. And what’s the message, please? 请问留言的内容是什么? 6. I’m terribly sorry, Mr. Andrews, our manager will be in conference all day today and he won’t take any calls. I’ll ask him to call you back later. 抱歉,安德鲁先生,我们经理今天一整天都要开会而且不接电话｡我会让他稍 后给您回话｡ 7. He’s out for lunch. Would you like to try again an hour later? 他外出用餐了,您能过一个小时再打过来吗? Part 1 Part 2 Part 3 Part 4 Part 5

9. Receiving a call Useful Expressions 8. We appreciate your having called us and hope we can be of service. 谢谢您的来电,并希望能为您提供服务｡ 9. May I know what this call is about? 请问您有什么事情呢? 10. Good morning. This is Miss White of Atlantic Company. May I help you? 早上好｡这里是大西洋公司的怀特小姐｡请问我能帮你做什么? Part 1 Part 2 Part 3 Part 4 Part 5

10. Section 1: A Telephone Message Slip Sample Writing While taking a telephone message, you will find paper message pads to meet every need. Ask the caller to spell her name. Spell it back to her to make certain you got it right, ask the caller for her telephone number. Repeat it to her to confirm you wrote it correctly, invite the caller to leave a more detailed message. After the call, record the date and exact time of the telephone call. This is especially important if the caller contacts your office more than once. 记录电话留言时,用现成的电话留言单能满足你的全部需要｡要求来电者拼写她的姓名,然后重复一遍以确保正确;询问她的电话号码,重复并确认;请来电者说出具体的留言信息｡挂电话后,记录准确的来电时间和日期很重要,尤其是当来电者不止一次电话联系你们的时候｡ Part 1 Part 2 Part 3 Part 4 Part 5

11. Sample Writing Sample To __Sam WHILE YOU WERE OUT AM Date: July 14, 2008 Hour: PM _3:15_ From: Mary Adams__   Of Health and Safety Council Company Phone: 39680672 ( )  Please phone ( ) Came to see you ( ) Telephoned ( ) Returned Call   ( √ ) Call Back ( ) Will Call Again   ( √ ) Important ( ) Urgent   Message : Call back to tell her the next appointment with her will be on Thursday afternoon at 3:00 p.m. at his office. Signed: Ben_ Part 1 Part 2 Part 3 Part 4 Part 5

12. Section 2: Memorandum Sample Writing In business, a letter is used to communicate with someone outside the company. When you wish to write to someone within your company, you will send a memorandum. Because the interoffice memo form was developed to save time, the formality of an inside address, salutation, and complimentary closing is omitted. 在商务往来中,如果跟公司外部的人沟通,我们会选择商务信函｡当你想以文字形式与公司内部人员沟通的时候,你会选择备忘录｡使用备忘录的目的就是节省书写时间,所以它省略了正式信函中的一些形式,比如信内地址,称呼和信末客套话｡ Part 1 Part 2 Part 3 Part 4 Part 5

13. Sample Writing Sample To: Carl Fowler From: Jane Larson Subject: Scheduling the film Date: July 11, 2008 We’d better rearrange the showing schedule for next week’s film. As you know, we are going to show the film, The War of the Red Cliff, next week in the projection room, which holds only fifty people comfortably without overcrowding. It is not big enough for the whole staff to see the film at the same time. So I suggest we show the film for twice. For example, we can arrange 40 people to see the film there on Saturday at 7:30 p.m., and the remaining 40 on next Tuesday at the same time. If there’s any problem about this arrangement, please let me know. Jane Larson c.c. Stan Clark Part 1 Part 2 Part 3 Part 4 Part 5

14. 1. Listening. Exercises Listen to the following passage carefully and fill in the blanks according to what you hear. While 1  , you may know very well 2  the following are for your reference: ◎ Introduce yourself or remind the person you call of 3 at the beginning of the call. ◎ Find out if the person you are calling 4 to talk. If not, try to 5 for you to call back. ◎ Use notes to help guide you through the specifics you 6 . This may be the only chance you really have to 7 across. making a business Call about how-to your identity is fully available schedule an appointment want to mention get your point Part 1 Part 2 Part 3 Part 4 Part 5

15. 1. Listening. Exercises ◎ Ask the other person to repeat what you are saying 8 . This is important in ensuring you are both on the same page and understand 9 ◎ Stick to the subject and do not allow the business conversation to drag out with 10 . ◎ Review the important points of the discussion, going over each person’s 11 . ◎ End the call 12 . Thank the other person for their time set an appointment for another call (if needed) and 13 . Be sure to who will 14 make the call. in their own words what the conversation is about meaningless chatter. responsibilities on a pleasant note wish them a good day set up Part 1 Part 2 Part 3 Part 4 Part 5

16. 2. Role play. Exercises A customer from a French company is making a call for you to inquire about the price and quality of your stationary items, as a secretary, you answer the call but you think it would be better to get the sale manager to answer the call. After you connect with the sales manager, you tell the customer to hold the line, then put it through the extension. Part 1 Part 2 Part 3 Part 4 Part 5

17. Exercises 3. Interpret the following Chinese expressions and complete the dialogue. A: It seems that many business regard the telephone as 1 (与客户联系的最重要方式). B: Right. So the attitude that the caller toward the company is 2 (初次电话的语调直 接相关). A: Yes. Then what are the advantages do you think 3 (用电话谈公司业务) has, compared with writing letters? B: Well, quite a lot. For example, 4 (得体的声音和语调) can make a good image of your company, which is important to the success of the business. their most important link with their customers often directly related to the tone of the first phone call using the telephone for company business proper voice and tone Part 1 Part 2 Part 3 Part 4 Part 5

18. Exercises 3. Interpret the following Chinese expressions and complete the dialogue. A: Hmmm. 5 (树立良好的电话形象) is very important. B: Moreover, the live voice makes a listener feel more 6 (富有人情味､可信､灵活的)and directly. A: Yeah. 7 , (打商务电话时) do you need to spend time talking about the weather or any other subjects? B: Absolutely no. You’d better 8 (尽快直接进入正题). Establishing a positive telephone image human, reliable, flexible In a business call go to the point just as quickly as you would Part 1 Part 2 Part 3 Part 4 Part 5

19. Exercises 4. Practical Writing. Task 1: Please write a short telephone message according to the information given below. Your boss is at a meeting this morning. Mr. Hinger from Tansy International Trade Company called him at 11:20 a.m. about the order quantity of your tableware product, and it is very urgent. Mr.Hinger said he would visit your company tomorrow afternoon at 2:30 p.m. So as the secretary, you may leave a message to your boss and ask him to call back to Mr. Hinger at the first sight of the slip to confirm the appointment. Part 1 Part 2 Part 3 Part 4 Part 5

20. Exercises 4. Practical Writing. Task 2: Please write a memo according to the information given below. Suppose you are the secretary of the Personnel Department of a company and are organizing a farewell party for a colleague who is going to retire. Write a memo in about 100 words to inform your colleagues of the meeting. Part 1 Part 2 Part 3 Part 4 Part 5

21. Exercises 5. Reading Activity. Please fill in the blanks according to what you have learnt from the passages. 1. A good impression in a business call depends on and 2. is needed to take in on the phone than face-to-face conversation. 3. will make the person on the other end of the line more likely to listen to. 4. If you want to show how attentively you are listening to a phone call, you may , and . 5. While making a business call for the sales of your product, you have to indicate your voice choice of words。 More time what’s being said A pleasant voice with smile listen more talk less don't interrupt that you're more interested in his/her needs Part 1 Part 2 Part 3 Part 4 Part 5

22. Social Etiquette Etiquette of Answering a Business Call Answering the phone at work is a small task, performed numerous times during the day. Although it is a small task, it is important to do it properly. The telephone is often the primary means of communicating with clients or colleagues in other locations. The person on the other end of the telephone may not be familiar with you or your work. When you take a business telephone call with proper etiquette you can convey professionalism and competence in a matter of seconds. Part 1 Part 2 Part 3 Part 4 Part 5

23. Social Etiquette Etiquette of Answering a Business Call 1. If your company does not require a scripted greeting, answer the phone with your name, “Jane Doe”. You do not want the person on the other end to flounder or guess at with whom he or she is speaking. 2. For a friendlier opening use a greeting, such as “Good morning, this is Jane” or “Jane Doe, how can I help you?” 3. Speak clearly to ensure your caller can understand what you are saying. If you tend to speak quickly, slow your speech for easier comprehension. 4. Your caller may tell you his or her name after you provide yours. Or, the caller may start telling you the purpose of the call. If your caller does not provide his or her name in the first few sentences, ask for it. Part 1 Part 2 Part 3 Part 4 Part 5

24. Social Etiquette Etiquette of Answering a Business Call 5. In the first minute of the call, you should find out the caller’s name, the caller’s company or organization and the purpose of the call. If the caller does not provide this information, take charge of the conversation and get the information you need. 6. If you need to put your caller on hold, use the caller’s name to tell him that you are putting him or her on hold, “Mr. Smith, I am going to put you on hold while I look for that information.” Some people would recommend asking the caller for permission to put him or her on hold, but that allows the caller to deny your request. Part 1 Part 2 Part 3 Part 4 Part 5

25. Social Etiquette Etiquette of Answering a Business Call 7. You should place a caller on hold if you are going to do anything other than converse with the caller. The time you need to take to concentrate on a file, look for something or speak to a colleague are not things your caller needs to hear. 8. If you cannot resolve the caller’s issue during the telephone conversation, provide the caller with contact information and an estimated timeline for a follow up. You want the caller to feel like his or her time on the phone was not wasted. Part 1 Part 2 Part 3 Part 4 Part 5

26. Social Etiquette Etiquette of Answering a Business Call 9. Before you hang up, make sure you have your caller’s phone number and any other necessary contact information. You should also confirm you have the proper spelling of your caller’s name, if you haven’t already. 10. You can end the conversation with any variation of “Goodbye” or “Thank you for calling. However, “Bye-Bye” is somewhat informal and not always appropriate. Part 1 Part 2 Part 3 Part 4 Part 5

27. Social Etiquette Group Disccussion Please speak out as many as possible improper expressions and behaviors in dealing with a business call. Part 1 Part 2 Part 3 Part 4 Part 5

28. Summary & Assignments • Summarize the main contents in this unit. • Finish Ex 2 and Ex 4 in groups. • Revise Unit 3 and Preview Unit 4.