商务英语课程课件Unit_3_Business_Calls.ppt

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? 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 you’re 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) 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. 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. WAYS OF ANSWERING