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1、Unit Twelve Communications EtiquetteFocal Points1.How to make a phone call politely2.How to answer a phone call politely3.How to use your cellular phone politely in publicContentsLead in1Reading A2Reading B3Reading C45ExercisesTest your communication etiquettes1)What should you NOT do when answering
2、 phone calls A.Answer The Phone With A Smile On Your Face B.Eat&Drink C.Speak Clearly D.Address The Person By Their Title(Mr./Ms./Mrs.)2)How Do You Listen Effectively?A.Maintain Eye Contact B.Display Openness C.Be Quite D.All Of The Above 3)What Are Some Of The Listening Barriers You May Encounter W
3、hile On The Job?A.Cultural Differences B.Speaking Too Fast C.All Of The Above D.None Of The Above Warming upTest your communication etiquettes7)What is NOT a key element you should consider when improving listening?A.Dont ask questions if your unclear B.Repeat whats been said for clarification C.Sho
4、w interest by facing the speaker D.Give non-verbal cues that show interest 8)When writing an email,it is best to A.Write your email in sentence case B.Write in bold lettering C.TYPE IN CAPS SO THEY KNOW YOUR EMAIL IS IMPORTANT D.Change the font color to match your wardrobeWarming upSpeaking on the P
5、hone Some people just dont know how to speak on the phone.You can hear every breath theyre taking and the crunch-crunch of their afternoon corn chips,or they have the receiver so far away from their mouths that they sound like theyre talking to you from the slopes of Mount Kilimanjaro.Some people al
6、so dont know how to listen on the phone.They respond“Uh-huh”to whatever you say while you hear the clicking of their busy fingers on the keyboard in the background,or they talk so much that you cant get a word in edgewise.These typical scenarios are common,but shouldnt be this way!If you use the inf
7、ormation in the following sections,youll be a polite speaker and listener on the phone in no time.Reading ASpeaking on the Phone So many people work in front of a computer screen all day that its easy to forget the usual social graces which include things they learned as children,such as how to answ
8、er and place a call.Every time you make or receive a telephone call at work,youre representing your company.And,many times,the first contact a person has with a company is over the phone,so the impression you make on the phone may be a lasting one.Therefore,you want to sound professional.Now for som
9、e basic telephone manners:Reading ASpeaking on the Phone Always state the reason for your call.Dont feel put off if youre asked to state the purpose of your business.If Ms Hillander is available,you will be transferred to her.When she answers,repeat your name and affiliation,state your business,and
10、give an estimate of the time you think the call will take,as in this example:“Hello,Ms Hillander.This is Tom Canon from Canon Technologies,calling about next springs conference in San Francisco.Do you have ten minutes to talk about marketing strategy?”Reading ASpeaking on the Phone Thats all you nee
11、d.Youve said who you are and what you want to talk about.Now you pass the ball into the other persons court and let her respond.If the person you are calling is not available,whether youre leaving a voice mail or a message with a real person,give your name,your companys name,your telephone number,a
12、time you can be reached,and a brief message.Refrain from leaving a monologue to replace the conversation you would have had.If youre leaving a voice mail,repeat your phone number and speak slowly.Reading ASpeaking on the PhoneKeep the following guidelines in mind during a phone conversation:Answer a
13、s promptly as possible.Exercise patience on the phone,and let other people finish their sentences.Focus on listening.Speak so as not to be misunderstood.Listen to what the other person is saying.Dont interrupt and speak over and while the other person is speaking.Confirm youre listening with periodi
14、c oral sounds,such as“ah-hah,”“yes,”and the like.Dont chime in to interject your own comments and opinions.Reading AWatch out for these mistakes:Never sneeze,belch,blow your nose,snort,or cough into a phone.Of course this can be unavoidable,so always turn your head away from the phone and offer an a
15、pology.Never use phone calls as an opportunity to get caught up with paper-shuffling.Never eat,drink,or chew gum while youre on the phone.Never answer the phone abruptly by simply saying“yes.”Never use slang terms or words that are inappropriate in business,such as“honey,”“dear,”and“sweetheart.”Read
16、ing ASpeaking on the PhoneReading BAnswering the Phone The majority of phones today seem to be answered by voice mail.Getting an actual voice on the other end of the line is a pleasant surprise!Companies have lots of protocols for answering the phones.Most companies use an automated voice-mail syste
17、m with a variety of menus.If well constructed,these answering systems can be helpful and efficient.If poorly constructed,they can be a confusing and frustrating experience.The first contact a potential client or customer typically has with your company is when someone answers your companys phone.Mak
18、e sure that its answered well.When you answer the phone,speak clearly,identify your company,and ask the caller how you may direct the call or how you may help.Answer any questions,if you can.If you cant,direct the call to the appropriate person.Reading BAnswering the Phone Putting a caller on hold i
19、s frustrating to the caller,so refrain from doing it unless you absolutely have to.If you have to,remember that the process is easier on the caller if you say“Will you please hold for a moment?Ill go and get that information”than if you command the caller to“Hold!”and push the button.Try your hardes
20、t to remember that people are on hold when you put them there.Update the caller every half-minute or so on the progress youre making in putting his call through.If you need to connect a caller to someone else,tell him the name of the person you are directing the call to,and provide that persons exte
21、nsion number.If the call then gets disconnected,the caller will appreciate having the name and the extension when he returns the call.Reading BAnswering the Phone Screening calls for other people is a delicate matter.Not only may the caller feel slighted when an administrative assistant tells him th
22、at Mr.Bigshot is not available,but also,he may resent telling an administrative assistant about the call and having the assistant determine its importance.Tact is necessary.Good bosses provide their receptionists and administrative assistants the protocols they want to use for screening and the lang
23、uage to be used with callers.If your boss doesnt set the criteria for screening or the language to be used,ask him to do so.Cellular Phone Etiquette In a recent study,“70 percent of Americans surveyed identified loud talking in public places as a major irritant.”The convenience of new technologies,s
24、uch as cellular phones,creates a whole new set of rules regarding what is appropriate.Understanding the appropriate behavior or etiquette for a particular situation can actually free us from an endless stream of bureaucracy,but because so few individuals chose to follow common courtesy we are now su
25、bjected to law after law to enforce basic common sense.As a wise man once told me,“The problem with common sense,Denise,is it isnt too common.”Reading CCellular Phone Etiquette Our President at one point ordered staffers to switch off ringers on their portable phones when in his presence,especially
26、during meetings.Various restaurants in Chicago,New York,and Los Angeles have special rooms for placing and receiving cellular phone calls so that nearby diners are not subjected to rude patrons.This is all in an effort to remind individuals not to replace convenience with basic courtesy.Here are a f
27、ew tips to recall when using your cellular phone in public:1.Avoid taking or using your cellular phone at a restaurant,movie,church,or meeting.If you must,be sure to place the phone on silent,or the vibrate feature.Reading CCellular Phone Etiquette 2.Limit your conversation on a plane or in close qu
28、arters.It may be seen as intrusive,and you never know who is listening.3.Use a quiet voice.Many individuals feel the need to talk loudly,or scream into their cellular phones.Remember,company secrets and personal information can easily be overheard by those nearby.4.Do not provide credit card numbers
29、 or personal identification information over a cellular phone;use a land-line for additional security.5.Do not let your phone ring where it can create a disturbance;be sure to try to answer the phone on the second ring.Reading CCellular Phone Etiquette These are just a few of the reminders that shou
30、ld be considered when using your cellular phone.Courtesy and safety should always be remembered.The few exceptions include emergency situations,and relaying urgent information.Enjoy the convenience of modern technology but avoid the pitfalls of inappropriate behavior.Reading CIPractise the following
31、 phone conversations.ExercisesEmployer:Hello,Johnson Industries.Applicant:Hi,my name is _,and I am calling about the ad in the Sunday paper for the Customer Service Representative Position.(speak clearly and state who you are and why you are calling)Employer:OK,what I need you to do is come down to
32、the office and fill out an application.Applicant:Could you tell me where you are located?(you may want to write the information down)Employer:Do you know where the McDonalds is on Main Street?Applicant:Yes,I do.(try to say more than yeah or no)Employer:Good,we are located right across the street.App
33、licant:When is a good time to come by and who should I ask for?Employer:You can come by any time before 5 p.m.today,and ask for me,Fred Stevenson.Applicant:Thank you,Mr.Stevenson.(always be polite)Employer:You are welcome.Conversation 1IPractise the following phone conversations.ExercisesReceptionis
34、t:Good afternoon,McDonnel and Associates.Applicant:Hi,may I please speak to Ms.Fredrickson?(use formal names)Receptionist:Ms.Fedrickson is in a meeting right now.Applicant:May I leave a message?(ask to leave a message)Receptionist:Yes.Applicant:My name is _ and I am calling about the status of the j
35、ob opening as her assistant.My number is 555-1234.Receptionist:OK,Ill give her the message.Applicant:Thank you.(always be polite)Conversation 2II.Act out the role-play according to the following cues.ExercisesStudent A:Mikea graduate of Tsinghua University,majored in Computer ScienceStudent B:Johnth
36、e HR manager of ABC CorporationStudent C:MaryJohns assistantII.Act out the role-play according to the following cues.ExercisesStudent A:You are calling to John.You want to talk about the job opportunity as an engineer in the company.Student C:You answer the phone.John is at the meeting now.You ask t
37、he caller what the call is about.You tell him to call again half an hour later.Student B:After the meeting,you come back to your office room.Student C:You tell John about the call.Student A:You call John again.Student C:You answer the call and put it through to John.Student A:You introduce yourself
38、to John.You wonder if it is possible to meet John and discuss about the job.Student B:You agree to meet Mike.You tell him to come to your office at 9 a.m.next Monday.Student A:You thank John and say goodbye.Student B:You tell your assistant to put the appointment with Mike on your agenda.IV.Read the
39、 following passage and fill in the blanks with proper words.Exercises How to Leave Perfect Voice Mail Messages Millions of people leave voice mail messages every day,yet somehow we all get messages we have trouble understanding.Here are some tips for leaving good voice mail 1 .1.Leaving perfect voic
40、e mail messages is not difficult when you know which steps to 2 .Good voice mail messages get right to the point and give all of the necessary information in as few words as possible.2.Pay attention to the instructions following the recorded voice mail greeting.Some voice mail services allow you to
41、modify or erase your message if you make a 3 ,so take note of how to do so just in case your message doesnt turn out the way you want it to.messages follow mistake IV.Read the following passage and fill in the blanks with proper words.Exercises 3.After hearing the voice mail 4 and the beep indicatin
42、g the beginning of recording,begin by stating the name of the person you are calling for.This is important because families or roommates often share one voice mail.4.Then,state your full name.Unless your first name is extremely unique,there is a good chance the person you are calling knows more than
43、 one person with your name.Use your first and last name to 5 confusion.5.Briefly describe the reason for your call.Most people do not like to hear long-winded messages with unnecessary details.Avoid 6 anything privateyou never know when someone will play their voice mail messages publicly and your w
44、ords may be overheard.greeting avoid mentioning IV.Read the following passage and fill in the blanks with proper words.Exercises 6.Finally,state your phone 7 and the best time to reach you.Be sure to state your phone number very clearly,or better yet,repeat it twice just to be sure because some voic
45、e mail services do not give the owner the chance to replay messages.7.As mentioned above,some voice 8 will give you the option of reviewing,deleting,or re-recording your message at the endbe sure to take advantage of these features and check to make sure your message is clear and concise.If not,eras
46、e it and start over.number mails IV.Read the following passage and fill in the blanks with proper words.ExercisesTips&Warnings Make sure background 9 are kept to a minimum when leaving voice mail messages.Music,television,or even wind may not sound very loud to you but the microphones of answering m
47、achines and voice mail services tend to amplify every sound.After leaving voice mail messages for someone,give them a fair amount of time to 10 your call before calling them again.In most cases,you should at least wait until the next day before calling again.noises return crunch-crunch 嘎吱嘎吱 例：She be
48、gan to walk forward,crunch-crunch over the snow and through the wood towards the other light.她又继续朝前走，“嘎吱”、“嘎吱”的踩着积雪，穿过树林，一直朝着那盏灯走去。Words&Expressionscorn chips玉米煎饼；玉米薯片；炸玉米片 例：nothing tastes better at 10:45 AM than a cup of coffee and a nice fist full of jalapeno-flavored corn chips!早上10：45的一杯咖啡，外加一撮
49、墨西哥胡椒口味的炸玉米片，没有什么比这更享受的了。Words&ExpressionsMount Kilimanjaron.乞力马扎罗山（非洲最高峰）例：After that,well be moving on to Tanzania,where were going to clime Mount Kilimanjaro.此后我们将继续前往坦桑尼亚，在那里我们要攀登乞里马扎山。Words&Expressionsedgewiseadv.沿边；把刀口朝前地 例：Have you ever been in a team where people over you or wont let you get
50、 a word in edgewise?How do you handle it?在团队中，是否曾有人压制过你，或不让你有说话的余地?你是如何对待这种事情的?。Words&Expressionsscenarios n.情节；脚本；情景介绍（scenario的复数）例：And we need to be prepared for all different scenarios.我们需要为各种不同的情况做好准备。Words&Expressions lasting adj.持久的；永恒的 例：The programs for European economic recovery were expec