【2017年整理】商务与英语讲义unittwo.pptVIP

Business English ;;Part One Speaking; 电话往来是现代商务交往的重要手段，绝大多数外贸公司都无法离开电话进行商务活动。但与日常生活打电话不同，打商务电话有其独特的礼节和技巧。 电话谈话属口语交际。但由于电话本身的特点，电话用语又区别于一般日常交际用语。打电话时，谈话的双方都无法用面部表情和手势表达自己的思想；另外，打电话还受到时间的限制，也就是说，我们不能像平时面对面聊天那样，时间可以自己控制，因此，也就难免会产生交际的误会。因此，打电话时要求声音清晰，语言简练、明了，措辞恭敬。在日常商务电话往来中，掌握一些接打电话的基本技巧是非常必要的。这些技巧包括如何应对陌生、紧急的来电，; 如何处理抱怨、无理取闹的电话，等等。还应注意，打完电话时，若对方是重要的客户、女性客户或长辈，应该先让对方挂电话。总之，通电话时一定要态度友善，语调温和，讲究礼貌。掌握恰当得体的接打电话技巧有助于改善双方的商务关系，促进商务发展。;Case 1: You are the person wanted on the phone;May I speak to Mr. Gates？ He’s not here right now. He’s out. He’s in a meeting right now. You’ve just missed him. He’s just stepped out. ;Case 3: Would you leave a message?;Case 4: The caller asks when he/she will be back;Case 5: Where is he/she?;Case 6: Can I leave a message?;Case 7: Ask for repetition;Case 8: Don’t want to take a message to avoid mistakes;Case 9: Someone else is wanted on the phone;Case 10: The caller has dialed a wrong number;Other Cases;Answering Machine;拨打国际商务电话，为了能更清楚、更详细、更有效地说明你想要了解的信息资料，列一个谈话的内容清单，这样不仅能帮助你节省时间，易于表达，同时也可以避免遗忘一些重要的内容。 打电话常遇到“Yeah”，“Hello”，“Yes”之类的简短回答，如果你想等对方先说话，可能等到的是对方挂上了电话，这会令双方感到尴尬。因此，打电话的人可以主动出击，常用的句子有： Good afternoon. I’d like to speak to Mr. Smith of Accounting Department. Hello, this is Liu Zhong from Central South University. ; Hello, Is Mr. Smith of ABC Corporation there? Is Mr. Smith available, please? My name is Liu Zhong from Central South University. 3. 请求电话接线员转接电话，常用的礼貌用语有： Could you put me through to Mr. Smith, please? I would like to talk to Mr. Smith, the General Manager of your company. Good morning. Can I speak to Mr. Smith of HR Department? 4. 接电话的礼仪最重要的就是第一印象。一拿起电话，应该先礼貌地问候一声“Good morning”或“Good afternoon”，并报出自己的单位、部门或个人的名字，一气呵成。 ; 用英语接电话时，不能使用“Hello，hello…”，这是不礼貌的。“Hello”习惯上只能用一次。为例避免对方的尴尬，可以主动地说： May I know who is calling/speaking? Is there anything I can help? Is there anything I can do for you? Can I help anything? What ca