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单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,本资料仅供参考，不能作为科学依据。谢谢。本资料仅供参考，不能作为科学依据。本资料仅供参考，不能作为科学依据。谢谢。本资料仅供参考，不能作为科学依据。,UNIT,商务电话,3,Learning Objectives,Practicing the routine,formulas used for making,business calls,Understanding business,telephone manners and,etiquette,Writing a memo,Business Calls,1/36,Speaking Task,Warm-up Practice,Listening Task,Follow-up Practice,CONTENTS,Writing Task,Reading Task,2/36,Warming-up Practice,We need to discuss some questions about what we are going to learn in this unit.,Sure,thatll help us understand better about what we are asked to do.,3/36,1.Discuss the following questions,1）Discuss in pairs or groups what kind of phone calls you would like to receive.,2）Before making a business phone call,what preparations do you think are necessary?,3）Except the language you use in a phone conversation,what else can contribute to the impression made?,4/36,Reading Task,5/36,1.Why is the telephone considered to be one of the most powerful,efficient and,cost-effective business tools you have at your disposal?,Practicing good business telephone skills helps encourage clear lines of,communication,build rapport and avoid misunderstandings.,2.Which do you think are the five most important tips?,(Open),3.Which of the tips do you disagree with?Why?,(Open),4.Which of the tips do you already follow when making or receiving call in,English?,(Open),5.Which of the points do you feel least confident about if youre using English,on the phone?,(Open),6.What aspects of telephoning in English can be improved by more practice?,Almost all the aspects can be improved by more practice.,7.Can you add more tips as advice when making business calls?,(Open),2.Read the passage(3.3)and answer the following questions:,6/36,GOLDEN RULES,Plan your call by making notes beforehand.,Talk slowly and clearly.,Listen carefully to what the other person says.,Note down important details(numbers,spellings,dates,and times,etc.).,Check back that you have understood important details,correctly.,Follow up the call with a fax,e-mail or letter,confirming the,details.,7/36,BEFORE MAKING A CALL,Before making an outgoing call make sure you always have:,Clarified in your mind the reason or objectives for the call.,The correct documents to hand.,A message pad and pen/pencil near the telephone.,The phone number/extension.,The name of the person you are calling/a second contact,i.e.Secretary name.,A note of the points you wish to raise.,8/36,WAYS OF ANSWERING THE TELEPHONE IN A COMPANY,-Good morning/afternoon!Golden Star International,(=company name).,-Hello,Sales Department(=name of department).,-Peter Johnson(=name of manager in own office).,9/36,WAYS OF FINISHING TELEPHONE CONVERSATIONS,Bye.,Goodbye.,OK,bye.,Ill get back to you later on.,See you on Thursday,then,OK,thank you for calling.Ill make sure you get a new price list immediately.Bye.,10/36,MAKING BUSINESS CALLS,Dos,-,Make clear who you are and who the company is.Create a welcoming atmosphere straight off,-,Know your office departments and the people within them.Have a list on,hand with departments,names,extension numbers and specific job,titles.,-,Always CONFIRM that you have(or have not)understood each point,thats been made.,-,Make sure you sound POLITE and AGREEABLE.,-,Make sure your call is BRIEF.,-,Make sure that you sound EFFICIENTyour firms image,may be at stake,even if youre just taking a message.,-,Smile while youre talking.Your listener can hear your smile.,-Send a follow-up e-mail,fax or letter to confirm any important details,(especially prices and numbers),so that you both have a written record.,11/36,MAKING BUSINESS CALLS,Donts,-Dont leave a phone ringing for more than four rings,-Dont try to be funnyyou may be misunderstood.,-Dont interrupt the other person:let them finish what they want to say.,-Dont talk too fast.,-Dont do other tasks at the same time you are calling.,Concentrate on the caller!,-If the call was transferred,dont pass a client from one person to another.,-Dont leave a caller on hold for long periods of time.If you are,going to take time to help a caller as for their telephone,number and call them back when you are able to help.,-Dont pretend you have understood when you havent.,-Dont rely on your memory:make notes during a call and,rewrite these notes immediately afterwards as a record of the call.,12/36,CHECKLIST FOR BUSINESS PHONE CALLS,Do you sound agreeable,polite and efficient?,Do you sound natural and sincere?,Does your tone create the right impression?,Are you speaking clearly?,Have you covered the essential points?,Is the information youre giving correct?,Is it the kind of call you would like to receive yourself?,13/36,Listening Task,In this part you will listen to a passage about telephone manners and a,telephone conversation.,Try to finish the exercises while listening.,Are you ready?,14/36,1)What are telephone conversations expected to do?,They are expected to follow certain rules of etiquette to help make the experience pleasant and productive for all those involved.,2)What should you do first when you make a business call?,You should first identify yourself and your company.,3)If youre routed to a receptionist or operator,whose name should also be included?,The name of the person youre trying to reach.,4)When you are connected with the person,what do you need to do?,You need to state the purpose of your call and then be sure to ask if you are calling at a convenient time.,3.1.1 Listen to the passage and answer the following questions.,15/36,5)How should you answer the phone?,You should make sure your first vocal impression is a good one by trying to answer the phone as pleasantly and professionally as possible.,6)When receiving an incoming call,what might be easier on the listener?,It might be easier on the listener to say,“Thank you for calling Pacific Edge International.This is Mary Robert.How may I help you?”,7)What should you do if you have to leave a message or voice mail for someone?,You should speak clearly and slowly and leave your name,phone number,and a brief message.,16/36,3.1.2 Listen to a telephone conversation.As you listen,complete the table below.,Caller,Person called,Original appointment,Result of change,New arrangement,Bob Ross,Andrea Brickwood,On Friday,Australian visitor with change of itinerary,meeting on Tuesday 12 June,11.30,17/36,In this part you are going to read two dialogues in pairs and then you will be asked to answer some questions about what you have read.,Please read louder!,Speaking Task,18/36,3.2.1 Dialogue,Mark is calling Peter to talk to him about something urgent.,1)Who did Mark talk to in the telephone conversation?,The receptionist and Peters secretary.,2)Who did Mark want to speak to?,He wanted to speak to Peter Brown.,3)Why couldnt Mark talk to Peter?,He was out for a meeting and wouldnt be back till 3.,4)Why did Mark want to talk to Mr Brown in person?,Because he wanted to talk to him about something rather urgent.,5)Why didnt Mark try Mr Browns mobile phone?,He did,but his mobile phone was off all the time.,6)What did Mark ask the secretary to do?,He asked the,secretary to tell Mr Brown to call him back as soon as he returned.,19/36,3.2.1 Dialogue,Carl and Steve are talking about how to make business calls effectively.,1)Why do many businesses consider the telephone as their important link with their,customers？,Because a telephone call is very often the first contact a potential customer has with a,business.,2)What functions do business telephone calls play?,Orders are taken,progress is checked,suppliers are contacted,advice is requested and given,and complaints are heard.,3)Wh,at advantages does using the telephone for company business have over writing,letters?,The telephone is less expensive;and the telephone projects a live voice,a real person,who can,both listen and respond to a situation.,4)What is the potential problem that telephone communication poses?,It may project the wrong image or attitude.,5）Why cant you spend time talking around your subject or about the weather in a business call?,The call is made because someone has a request or problem,we should get to the point just as quickly as you would in a business letter.,6)How would you react if the other person on the line is rude and hostile?,(Open),20/36,In this part you are going to learn how to write memos.,Writing Task,21/36,PURPOSES THAT MEMOS SERVE,The term“memo”(short for,memorandum,)is used to describe the standard format of internal communication,which an organization uses for its own staff.Memos usually serve the following purposes:,Give instructions or notify events which have occurred;,Seek information,Offer ideas and suggestions,22/36,General Format of Memos,Usually a memo should contain headings,which follows this general format:,TO:-Identify the receiver of the memo;FROM:-Identify the sender of the memo;DATE:-Serves as a record of when information is forwarded;SUBJECT:-Indicate the topic of the memo.,23/36,GUIDELINES,Keep memos short.,Use short words and short sentences.Deal with only one idea in any one paragraph.Complete sentences are not essential.If you list points you use fewer words.,State your purpose clearly,.,Write an informative subject line and present your material in order of importance.Divide your data into sections and number each point if this clarifies a sequence or ranks the information.Use subheadings to achieve this result in longer memos.,Use face-to-face language,.,Use the active tense.Be direct and personal.Let your memos be more like an extension of conversation.,4.,Monitor background signals and tone,.,Memos contain non-verbal messages whether you want them to or not.Before you send a memo,read it aloud to yourself or to a colleague.It sounds artificial,or like a parent chastising a child,rewrite it.,5.,Allow sufficient time for replies.,24/36,Writing Steps,Step 1:Identify the task,Read the memo instruction carefully;,Specify the purpose of the memo.,Step2:,List the points,List the points to be covered in the memo;,Arrange the points in a logical order;,Add any part if necessary.,Step 3:,Write the memo,Fill in the layout with all points above;,Use brief but complete sentences;,Use appropriately polite tone.,Step 4,:Check the memo.,25/36,Sample Memo,MEMORANDUM,TO:Department Managers,FROM:Edward Smith,Human Resources Manager,DATE:26 May,SUBJECT:In-service E-commerce training,From June 10 E-commerce Class will be held on Saturdays for five weeks.There will be 2 groups:intermediate level and advanced level.,Please encourage your staff to attend one of the sessions.All teaching materials will be provided for free.,Please send me the names of all interested staff by next Friday.These staff will take a test the week before the course starts.,Enclosure:Teaching Program,26/36,Asking him to visit the dispatch department and urging them,to dispatch the order;,Specifying the goods,quantity and the deadline for dispatch;,Adding any relevant information you can think of;,Write 50-60 words.,.,Writing Practice,You are the Sales Manager of a foreign trade company.Recently you received a fax from an American customer complaining of the late delivery of his Order No.566 for color TV sets.Then you looked into the matter and found it was the fault of your dispatch department.,Write a short memo to your assistant,Alan Chen:,27/36,Follow-up Practice,Practice makes perfect,We will practice what we have learnt in this unit.,Yes,lets do it!,28/36,1.Questions and Answers,What would you say,?,1.A:Good morning.Marketing Managers Office.Can I help you?,B:_,2.A:May I ask whos calling,please?,B:_,3.A:_,B:Do you know when he will come back?,4.A:Im sorry,Ive no idea.Would you like to leave a message?,B:_,5.A:Hello,Ms Jones.What can I do for you?,B:_,6.A:Mr Smith is tied up on another line.Could I put you on hold for a minute?,B:_,7:A:_,B:Sorry,theres no one by the name of Henry here.,8.A:_,B:Sorry the line is engaged.,9.A:Could you put me through to the managers office?,B:_,10.A:Im afraid he isnt in at the moment.What can I do for you then?,B:_,29/36,2.Making appointments using diaries,Directions:,With a partner,making appointments for next week using,these diaries.,After you have finished this activity,make appointments,with your partner using your own diary.,Person A,Mon 12,Tues 13,Wed 14,Thurs 15,Fri 16,9:00,free,meet customer,free,business trip,visit from CBB,11:00,meeting,1:00,plant visit,section meeting,sales meeting,3:00,free,5:00,free,free,30/36,Person B,Mon 12,Tues 13,Wed 14,Thurs 15,Fri 16,9:00,staff meeting,write report,free,plant visit,meeting,11:00,meet customer,visit from ABM,1:00,budget meeting,visit ICB,free,free,3:00,visit plant,5:00,31/36,3.,Presentation Practice,Work with your partner or in a small group to discuss one of the following topics.After discussion,choose representatives to give a short presentation on the topics you have discussed.,The differences between personal calls and business calls,How to place and receive telephone calls expertly?,My advice on making business calls,32/36,4.Translation Practice,1.,我打电话是想看看你是否有空和我面谈你们明年销售计划事情。,Im calling to see if you have any time to meet with me to discuss your sales plan next year.,2.,我有些很主要事情要和王先生查对一下，这事很急，下午,2,点前我必须与他取得联络。,I have something very important to go over with Mr Wang.Its urgent.I have to reach him,before 2 oclock.,3.我们经理正忙得脱不开身。请留下你姓名和电话号码，我请他有空就给你回电。,Our manager is tied up at the moment.If you leave your name and phone number,Ill have,him call you back as soon as hes available.,4.,假如我现在就打电话告诉他我们要撤消订货怎么样？,What if I call him now and tell him that we want to cancel the order?,5.,商务电话被看作是与客户进行联络极其主要纽带。,Business calls are regarded as the most important link with customers.,33/36,6.,我们许多商务工作，如接订单、检验进展情况、与供货商联络、征求和提出提议、,处理投诉，都是经过电话进行。,A lot of our business work,such as taking orders,checking progress,contacting suppliers,requesting and giving advice,and hearing complaints,is done all over the telephone.,7.,使用电话处理企业业务与写信相比有许多优点,。,Using the telephone for company business has many advantages over writing letters.,8.,正因为天天许多人经过电话做生意，所以树立良好电话形象对企业成败尤为主要。,Since every day quite a few people transact business over the telephone,establishing a positive telephone image is obviously important to the success of the company.,9.,打商务电话时，不需拐弯抹角。正如在商务书信中一样，开门见山，切入关键点。,In a business call you dont need to spend time talking around the subject.Just get to the point as you would in a business letter.,10.,有时一些客户要求毫无道理。不过只要我们尽可能有礼貌、客气，同时也能心平气,和，我们甚至能够留住他们中一些作为今后客户。,Sometimes some customers demands are unreasonable.As long as we try to be polite,courteous and even disarming at the same time,we can retain even some of these individuals as future customers.,34/36,5.Role Play,1),Work in pairs.,A is going to the United States for a short training course.A receives a phone call from B,a business friend whom A knows quite well.B invites A to visit his or her company during As stay in the United States.A is talking on the phone about the arrangements.The following points should
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