Unit3TelephoneCall

1、South china business college GUDFSUNIT 3 UNIT 3 Making a Telephone CallLead-inOperatorTelephone MessageSecretaryAppointment BookAppointment3Practice time41Connecting1Message 2Contentscommon vocabulary v 接電話接電話v 掛電話掛電話v 占線占線v 打電話打電話v 撥號撥號v 轉(zhuǎn)接轉(zhuǎn)接v 分機分機v 聽筒聽筒v 語音信箱語音信箱v 留言留言v 接通電話接通電話v 回電話回電話v 稍等稍等v ans

2、wer the phonev hang up the phonev busy line, line is engagedv ring up, give/ make a call,v to dial a number, dialv transferv extensionv receiver, handset v voicemailv leave a message, take messagev put through, get throughtv call/ring back, return callv hold on/ hang on, wait a momentYou took part i

3、n an industrial summit. Got to know an importer (if youre exporter); or an exporter (if youre importer) Exchanged business card and both of you have intention to make further contactBackgound:Last month:What may happen next?v Nobody answers the phone.v The line is engaged.v The number you dialed is

4、incorrect.v Someone else answers the phone.1st phone callv You are calling the company and want to speak to the person you met on the industiral summit.v The secretary of whom you are looking for or receptionst is answering the phone.v Can you think of any phrases you might use, or that you might he

5、ar? Listening vNow listen to two conversations. As you listen, see if you can hear some of the phrases above.vIn the first conversation Richard Davies is calling the marketing department of a company and wants to be put through to Rosalind Wilson. vIn the second conversation Mike Andrews wants to ta

6、lk to Jason Roberts in the marketing department. JMichelle: Hello, youve reached the marketing department. JMale: Yes. Rosalind Wilson, please?JMichelle: ?JMale: Its Richard Davies here.JMichelle: Certainly. and .JMale: Thank you. JMichelle: Hello, marketing. ?JMale: ?JMichelle: Certainly. ?JMale: M

7、y names Mike Andrews.JMichelle: - . Hello, Jason, . ( OK - Ill put him through., Im just putting you through.Listening & reading the scripts How can I help?can I speak to Please holdwhos calling pleaseIll put you throughHow can I helpCould I speak to Jason Roberts pleaseWho shall I say is callin

8、gJust a secondIll see if hes inIve got Mike Andrews on the phone for you Hang on a momentv Imagine you work as a receptionist and you receive a call for someone who isnt there.v What might the caller say, and what would you say in reply? Im afraid John Roberts is not inIm afraid John Roberts is not

9、inIm afraid John Roberts is not inv Secretary： Sales Department. Can I help you?v Linda Carter：Could I speak to John Roberts?v Secretary： Im afraid John Roberts is not in the office at the moment.v Linda Carter：When will he be back?v Secretary： Not until tomorrow, Im afraid.v Linda Carter：Ill ring h

10、im then. Thank you. v Secretary： Youre welcome. Is there anything else I can do for you?v Linda Carter：No, thats all. Thank you very much.v Now listen to a telephone conversation between the finance department of a company and Jennifer McAndrews. vJennifer wants to talk to Adrian Hopwood but hes not

11、 available, so she has to leave a message. vThe lines in the following telephone conversation are in the wrong order. Rearrange them, then listen to the recording and check your answers.Take a message1. Claire: Or can I take a message?2. Female: Actually, would you mind? Could you tell him that Jenn

12、ifer McAndrews called and that Im in the office all day if he could call me back.3. Claire: Goodbye!4. Female: Yes, its 5556872.5. Claire: In about an hour. Can you call back later?6. Female: Hello, can I speak to Adrian Hopwood, please?7. Claire: Can I take your number, please?8. Female: No I need

13、to talk to Mr Hopwood, I think. What time will he be out of the meeting?9. Claire: Hello, finance department10. Female: Okay, Ill do that.11. Claire: Im afraid hes in a meeting at the moment. Can I help?12. Female: Thanks very much for your help, bye!13. Claire: 5556872. Okay, Ill make sure he gets

14、the message.v 9 Claire: Hello, finance departmentv 6 Female: Hello, can I speak to Adrian Hopwood, please?v 11 Claire: Im afraid hes in a meeting at the moment. Can I help?v 8 Female: No I need to talk to Mr Hopwood, I think. What time will he be out of the meeting?v 5 Claire: In about an hour. Can

15、you call back later?v 10 Female: Okay, Ill do that.v 1 Claire: Or can I take a message?v 2 Female: Actually, would you mind? Could you tell him that Jennifer McAndrews called and that Im in the office all day if he could call me back.v 7 Claire: Can I take your number, please?v 4 Female: Yes, its 55

16、56872.v 13 Claire: 5556872. Okay, Ill make sure he gets the message.v 12 Female: Thanks very much for your help, bye!v 3 Claire: Goodbye!Business skill 電話留言條電話留言條(Telephone Message) 在辦公室日常工作中，常常會碰到這種情況：客戶來電要求與你的老板或是同事通話，但他們卻恰好不在或是因為太忙而無法接聽。一旦發(fā)生這種情況，解決問題的辦法之一就是寫一張電話留言條。 雖然電話留言條格式會因為各公司的不同要求和寫留言條者的喜好在

17、細(xì)節(jié)上有些許差異，但總的來說，都會包括： 受話人姓名(To) 來電者姓名(From) 來電者電話(Phone number) 來電日期(Date) 來電時間(Time) 留言(Message)電話留言條電話留言條(Telephone Message) 電話留言條還有影印件和手寫件之分。如果是影印件的話，往往還會提供一些選項，諸如： 會再來電(Will call back) 受話人回電(Want you to call) 受話人盡快回電(Call As Soon As Possible) 留言(Left message) 切記電話留言條上的信息必須正確無誤，這樣受話者才能及時有效地采取相應(yīng)的行動

18、，確保公司業(yè)務(wù)的順利開展Business skill Sample 1Telephone Message Date April 8th, 2013 Time 9:35 am To: Harry Smith From: Peter Brown Message: The goods you need are available now. Please call him.Business skill Sample 2Telephone MessageTo: Chris Hussein, Sales Manager From:Brian Hall, Purchasing Manager of T&am

19、p;T Chemicals Phone Number: 2588716 Date: April 8th, 2013 Time: 9:45 pm Will Call Back Want You To Call Call As Soon As Possible Left MessageMessage: He wants you to give him a 5% discount on his last quotation. If possible, he would like to meet you tomorrow morning. Business skill A young business

20、man rented a beautiful office and furnished it with antiques(古董). However, no business was coming in. Sitting there, worrying, he saw a man come into the outer office. Wanting to look busy, he picked up the phone and pretended he was negotiating a big deal. He spoke loudly about big figures and huge

21、 commitments(委托事項). Finally, he put down the phone and asked the visitor, “Can I help you?” The man said, “Ive come to install the phone.”Time for FunA Big DealReturn the call-the 2nd phone callJYou see the telephone message on your desk. So you return the call.JGreet each other on the phoneJEnquire

22、 the reason she/ he called you. JThe reason why you called him/her:(Your company is in need of a batch of goods, you want them to email their catalogues and price list; if youre buyer( Your company has launched new products, and you want to send them catalogues for references.Make appointmentsvMakin

23、g an appointment can be complicated if two people are very busy. How do you find a time that is convenient for both of you?v Imagine you are making a telephone call. This time you are arranging an appointment to see someone. What phrases might you use or hear? Michelle: Mr Hibberds office! Peter: He

24、llo, can I speak to Brian Hibberd, please? Michelle: Im afraid hes in a meeting until lunchtime. Can I take a message? Peter: Well, to see him. Its Peter Jefferson here. Michelle: Could you hold on for a minute, Mr Jefferson. . So ? Peter: Some time next week if possible. I gather hes away the follo

25、wing week. Michelle: Yes, thats right, hes on holiday for a fortnight. Peter: Well, I need to see him before he goes away. So Michelle: Wednesday . let me see . hes out of the office all morning. But hes free in the afternoon, after about three. Peter: Three oclock is difficult. But after four. Mich

26、elle: , in Mr Hibberds office? Peter: Yes, that sounds fine. Thanks very much. Michelle: Okay, then. Bye. Id like to arrange an appointmentIll just look in the diarywhens convenient for youwould next Wednesday be okay?I could make it So shall we say 4.15 next WednesdaySkills Call 1:Purpose Philippa

27、Knight calls Maria Bonetti to make an appointment see her in London next week.Result The appointment is fixed for Wednesday at 2pm.Call 2: Purpose Philippa Knight calls Maria Bonetti to reschedule their meeting because her flight has been delayed.Result Marias phone is engaged when she calls so she

28、has to leave a message.v Philippa Knight , sales diretor at The fashion Group in New York, makes two calls to Maria Bonetti, a fashion buyer in London.v Listen and note: 1) the purpose of each call; 2) the resultListen to the first call again and complete the extract below.(Knight: Im calling becaus

29、e Ill be in London next week and _ you. I want to tell you about our new collection.(Bonetti: Great. What _? Im fairly free next week, I think.(Knight: ? In the afternoon? Could _ then?(Bonetti: Let me look now. Let _. Yes, thatd be no problem at all. _ two oclock? Is that OK?Id like to make an appo

30、intment to seeday would suit youHow about Wednesdayyou make itme check my diaryWhat aboutListen to the second call again and complete the extract below.(Receptionist: Thank you. Im putting you through. Hello, Im afraid shes engaged at the moment. _ or can I take a message?(Knight: Ill leave a messag

31、e please. The thing is, I should be meeting Ms. Bonetti at 2pm, _. My plane was delayed, and Ive got to reschedule my appointments. If possible, _ tomorrow. _ in the morning. _ here at the hotel, please?(Receptionist: Certainly. Whats the number, please?(Knight: Its _.Will you holdbut somethings com

32、e upId like to meet herPreferably Could she call me back020 7585 3814Change arrangement-the 4th callv You have arranged to visit the seller abroad.v But the flight will be grounded for a week because of bad weather. v Call and explain that you can not keep the appointment, and give a reason. Suggest

33、 an alternative time.Identifying your companyv Odyssey Promotions, can I help you?v Good morning, Communion International.Identifying yourselfv This is v speakingv . here.Identifying the callerv Whos calling, please?v Whos that speaking?v May I ask whos calling?v Im sorry, I didnt catch your name.v

34、Whom am I speaking to，please？v Id like to speak to v Could you put me through to ?v Could I have extension 244, please?v Could I speak to someone in the department?v Who do you wish to talk to？Asking for your connectionAsking about the purposev Could you tell me what its about?v Whats it in connecti

35、on with?Explaining the purposev Im calling about v The reason Im calling is v Its about v Its in connection with Wait & Making the connectionv Just a moment.v Hang on / hold on therev Will you hold the line，pleasev Im putting you through.Making arrangementsv Could we meet on Monday at 10:30?v Ar

36、e you free sometime next week?v How / What about next Friday?v what time would suit you best？v Is 11:15 convinient?Changing arrangementsRespondingv Im afraid i cant come on Friday/thenv Weve got an appointment for 11:00, but im afraid somethings come upv Could we fix another time?v Thatll be finev T

37、hats okv No, sorry, i cant make it thenv My diarys rather full that day.v Sorry, ive already got an appointment at that time Good phone manners have always been important.If a businessman wants to keep and add customers, he should keep from saying the following things on the phone. “Thats not our po

38、licy.” “Thats not my department,” or “Thats not my job.” “Could you call back? Were really busy right now.” “Wait a sec.Im putting you on my speakerphone.” “Ill see that she calls you.” Every time an employee picks up a receiver, the possibility of gaining or losing business is on the line.Make sure

39、 your opportunities dont go unanswered.5 THINGS NEVER TO SAY ON A BUSINESS CALL1. You are making a phone call to Sunshine Co. You want to speak to John Smith, the Marketing Manager. The operator puts you through.2. You are making a phone call to G&G Systems. You want to speak to Bob Brown. But h

40、e is not in the office and wont be back until tomorrow afternoon. You decide to ring him then.3. You are making a phone call to SAS Co. You want to speak to Peter Wilson. But he is engaged in a meeting. His secretary offers to take a message. You prefer Peter Wilson call you back as soon as possible

41、.4. You are making a phone call to Orion Mechanics. You want to speak to Jane Green. But she is on another line. You hold for a few minutes but she is still on that line. So you leave a message for Jane Green.Practice 1.Alice, Mr. James secretary, is calling Mr. Collins secretary to make an appointm

42、ent for her boss to meet Mr. Collins. They discuss for a while and finally decide that next Tuesday 9 a.m. will be the most suitable time. 2.Lily, Mr. Clare secretary, is receiving a call from Mr. Green, who wants to have an appointment tomorrow with Mr. Clare, Sales Manager of the company. Since th

43、ere is an important meeting on the schedule, Lily suggests they meet at 2 p.m. the day after tomorrow. 3.Because of his early arrival in New York, Mr. Green is making a telephone call to Mr. Fox, the General Manager of a company, to request changing the time of their pre-arranged meeting. In the end

44、, they decide to meet at half past ten the next morning. 4. Mr. Blakes flight is delayed so it is impossible for him to arrive on time. He has to call Mr. Bates to cancel the appointment in the afternoon. They will keep in touch to fix a new time for their meeting.Practice Troy had finally made it t

45、o his doctors office for a long overdue appointment. “Well, Troy,” the scowling(橫眉怒目的) doctor said, “I see youre well over a month late for your appointment. Dont you realize that nervous disorders require prompt(及時的) and regular attention. Whats your excuse?” “I was simply following your orders, Dr

46、,” Troy replied. “Following my orders?” the confused doctor said. “What are you going on about? I gave you no such order.” “You told me to avoid people who irritate me,” explained Troy.OVERDUE(遲到的遲到的) APPOINTMENTSouth china business college GUDFSThank you!Try our interactive quiz You are Marie and you work in the marketing department for a major corporation. The telephone rin