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1、 Speaking TaskSpeaking Task Warm-up PracticeWarm-up Practice Listening TaskListening Task Follow-up PracticeFollow-up Practice Writing TaskWriting Task Reading Task Reading TaskWAYS OF ANSWERING THE TELEPHONE IN A COMPANY - Good morning/afternoon! Golden Star International (=company name). - Hello,
2、Sales Department (= name of department). - Peter Johnson (=name of manager in own office).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. MAKIN
3、G BUSINESS CALLSDos- 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 n
4、ot) 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 fol
5、low-up e-mail, fax or letter to confirm any important details (especially prices and numbers), so that you both have a written record. 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: le
6、t 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
7、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. CHECKLIST FOR BUSINESS PH
8、ONE 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?In
9、 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?Are you ready?1) What are telephone conversations expected to do?vThey are expected to follow certain rules of etiquette to help make the experienc
10、e pleasant and productive for all those involved. 2) What should you do first when you make a business call? vYou should first identify yourself and your company.3) If youre routed to a receptionist or operator, whose name should also be included?vThe name of the person youre trying to reach.4) When
11、 you are connected with the person, what do you need to do? vYou 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.5) How should you answer the phone? vYou should make sure your first
12、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?v It might be easier on the listener to say, “Thank you for calling Pacific Edge International. This is Mary Robert. How
13、 may I help you?”7) What should you do if you have to leave a message or voice mail for someone?vYou should speak clearly and slowly and leave your name, phone number, and a brief message.3.1.2 Listen to a telephone conversation. As you listen, complete the table below. CallerPerson calledOriginal a
14、ppointmentResult of changeNew arrangementBob RossAndrea BrickwoodOn FridayAustralian visitor with change of itinerarymeeting on Tuesday 12 June, 11.30In 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 lo
15、uder!3.2.1 DialogueMark is calling Peter to talk to him about something urgent.1) Who did Mark talk to in the telephone conversation? vThe receptionist and Peters secretary. 2) Who did Mark want to speak to? v He wanted to speak to Peter Brown.3) Why couldnt Mark talk to Peter?vHe was out for a meet
16、ing and wouldnt be back till 3.4) Why did Mark want to talk to Mr Brown in person?vBecause he wanted to talk to him about something rather urgent. 5) Why didnt Mark try Mr Browns mobile phone?vHe did, but his mobile phone was off all the time.6) What did Mark ask the secretary to do?vHe asked the se
17、cretary to tell Mr Brown to call him back as soon as he returned. 3.2.1 DialogueCarl 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 conta
18、ct 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) What advantages does using the telephone for company business have over writing
19、 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
20、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)PURPOSES THAT MEMOS SERVE Th
21、e 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 Gener
22、al Format of Memos Usually a memo should contain headings, which follows this general format: T O : - - I d e n t i f y t h e r e c e i v e r o f t h e m e m o ;F R O M : - - I d e n t i f y t h e s e n d e r o f t h e m e m o ;DATE: - Serves as a record of when information is forwarded;SUBJECT: - I
23、ndicate the topic of the memo. 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 m
24、aterial 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
25、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 fo
26、r replies. 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 al
27、l points above; Use brief but complete sentences; Use appropriately polite tone.Step 4: Check the memo. Sample MemoMEMORANDUMTO: Department ManagersFROM: Edward Smith, Human Resources Manager, DATE: 26 May, 2006SUBJECT: In-service E-commerce training From June 10 E-commerce Class will be held on Sat
28、urdays 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 be
29、fore the course starts. Enclosure: Teaching Program 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
30、 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 2000 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 C
31、hen: Practice makes perfectWe will practice what we have learnt in this unit.Yes, lets do it! 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:
32、 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:
33、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: _ 2. Making appointments using diariesDirections: With a partner, making appointments for next week using these diaries. After you have finished this activity, make appointme
34、nts with your partner using your own diary. Person AMon 12Tues 13Wed 14Thurs 15Fri 169:00freemeet customerfreebusiness tripvisit from CBB11:00meeting1:00plant visitsection meetingsales meeting3:00free5:00freefreePerson BMon 12Tues 13Wed 14Thurs 15Fri 169:00staff meetingwrite reportfreeplant visitmee
35、ting11:00meet customervisit from ABM1:00budget meetingvisit ICBfreefree3:00visit plant5:00 3. Presentation PracticeWork 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
36、.v The differences between personal calls and business callsv How to place and receive telephone calls expertly?v My advice on making business calls 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的事情。 Im calling to see if you have any time to meet with me to discuss your sales plan next year. 2.
37、 我有些很重要的事情要和王先生核对一下，这事很急，下午2点前我必须与他取得联系。 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。请留下你的姓名和电话号码，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
38、as hes available. 4. 如果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系的极其重要的纽带。 Business calls are regarded as the most important link with customers. 6.我们许多商务工作，如接订单、检查进展情况、与供货商联系、征求和提出建议、 处理投诉，都是通过电话进行。 A lot of our business work, such
39、as taking orders, checking progress, contacting suppliers, requesting and giving advice , and hearing complaints, is done all over the telephone. 7.使用电话处理公司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.正因为每天许多人通过电话做生意，所以树立良好的电话形象对公司的成败尤为重要。 Since
40、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，切入要点。 In a business call you dont need to spend time talking around the subject. Just get to the point as y
41、ou would in a business letter.10.有时一些客户的要求毫无道理。但是只要我们尽量有礼貌、客气，同时也能心平气 和，我们甚至可以留住他们中的一些作为今后的客户。 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. 5. Role P
42、lay 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 p
43、oints should be covered in the phone conversation. greeting information about your stay in the United States inviting and accepting invitation arranging the time and place of the visit saying good bye2) You are calling the ABC Company about the ad for sales persons. You want to apply for the positio
44、n. Inquire as much information as you need.3) You will be going overseas next week on a business trip and you want to meet with Mr Nelson, your customer in London, to discuss about your sales plan next year. Call him up to make an appointment. 4) You are phoning one of your customers whom you have something urgent to talk to. However, he/she is not in. Leave your name and number.