商务英语沟通与巧Business English Communication and.pptVIP

商务英语沟通与技巧Business English Communication and Skills 开封大学《商务英语沟通与技巧》精品课程建设组 电话技巧Telephone technique Chapter 10 Telephone technique Learning Objectives （学习目标） Introduction Main Contents Summary （摘要，概要） Acting out Chapter Reference 1.Know the importance of communication through telephone 2.Know the procedures（步骤） of making telephone Introduction Most of us have to use the telephone at work. Unfortunately(遗憾地） efficient calling does not always happen for a variety of reasons（因种种理由）. Some of these are given below: 1.Not returning calls when you said you would 2.Not answering promptly 3.Eating, drinking, smoking on the telephone 4.Leaving people hanging on（等候） without keeping them informed of what is happening 5.Holding two conversations（会话） at once 6.Asking the caller to call back 7.Transferring（转移） the people round and round the organization 8.Negative attitude 9.Sounding unsure（无把握的） of what you are saying Introduction Creating the right image（形象） on the telephone is helped by a number of factors: 1. Establishing a good telephone procedure in the organization 2. Establishing consistency（一致性） in the way the telephone is answered throughout the organization 3. Including “how to use the telephone” in induction（就职） sessions（活动） for all new employees Main contents 10.1 Communicating over the telephone A simple definition of communication is “The creation of understanding in someone else’s mind, in order to promote（促进，推动） action.” 10.1 Communicating over the telephone 10.1 Communicating over the telephone 1. Listening On the telephone, it is just as easy to stop listening, for various reasons: 1) Having pre-conceived ideas（成见） about what the caller is going to say 2) Something distracting（分散注意力） us in the office 3) The caller having an uninteresting voice 4) Panicking（慌乱） because of our own inexperience 10.1 Communicating over the telephone One of the best solution