How-to-making-a-business-phone-callPPT课件
商务沟通5-电话交流ppt课件
2、打电话过程中
——致以问候 ——耐心等待 电话被挂断以后，等数秒钟以后再打 ——打短电话 ——清楚表达你的主题或问题 ——不时查看记录 ——偶尔停顿 ——姓名、地址要拼读，数字要重复一遍 ——做好记录，特别是与你通话人的姓名和谈话内容
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——在长时间电话交谈结束前应总结，在结束时 应确认要做的事情或约见日期
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13.耐心等待对方思考后作答 14.向对方征询通话时间是否方便 15. 适时地结束谈话 16.轻缓地换持话筒 17.谦恭地倾听讲话 18.提问要讲求策略 19.控制好前后电话间隔时间 20.打电话言简意赅 21.不让电话线纠缠打结 22.为谈话作计划安排
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三、打电话的技巧
1.打电话前的准备
——做好电话计划（5W1H) ____准备好资料、文件 ——做好记录 ——了解清楚需要找的人 ——拨号时需要细心，不用笔拨号
若听不清楚应该提醒对方语速并且重复刚才你所听到的内容要弥补因没有面对面交流所带来的不足集中注意力不要同时打两个电话要与打电话人一样注意节省时间和话费需要找资料时则告诉对方事后再回电话如果电话断了则等打电话的人再给你打电话结束前复述谈话主要内容并重复重要信息点确认一下要做的事情由打电话的人决定何时结束电话
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四、接电话的技巧
1.接电话前 ——准备好做记录的材料 ——停止与他人谈话和减少噪音 2.打电话过程中 ——注意亲切、自然的问候 ——准备回答问题 ——帮助上司选择电话 ——认真听电话内容并做记录
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——若听不清楚，应该提醒对方语速，并且重复刚才你 所听到的内容
——要弥补因没有面对面交流所带来的不足 ——集中注意力，不要同时打两个电话 ——要与打电话人一样注意节省时间和话费 ——需要找资料时，则告诉对方事后再回电话 ——如果电话断了，则等打电话的人再给你打电话 ——结束前，复述谈话主要内容并重复重要信息点 ——确认一下要做的事情 ——由打电话的人决定何时结束电话
How to making a business phone call ppt课件
ppt课件
5
One of the advantages of the telephone serves as a disadvantage when it comes to phone introductions: the inability to see the other party’s face.
Set a specific time to make business calls.
If you have an office, shut your door when making detailed business calls. This will keep the conversation more private and will not bother those sitting in areas outside your office.
ppt课件
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3. Identify the purpose
State the purpose of your call
Include the company or organization affiliation when applicable.
For example, say something like “I am calling on behalf of (company/organization name) in regard to (reason for the call).” When making a personal call to someone you recently met, begin the conversation by reminding the person when and where you met: “We met Wednesday at the park.”
商务英语Unit 3 On the phone.ppt
InternSystem(IDD)
e.g. 00
1
415
6666526
international code the US code code of Los Angeles receiver’s tel. number
Differences of making phone calls in GB and in America
send a copy of the report
()
arrange accommodation
()
call Sandy in New York
()
translate a document into English
()
check her punctuation and spelling ( )
I’d like you to…, please. Could you ask…to…for me?
Could you…, please? Do you think you could…? Would you mind …-ing …?
Sure. Certainly. I won’t be able to…, because… I’m sorry but… I’m afraid that’s not possible, because…
*I’m sorry, Mr Jones is in a meeting.
*Can/Could you call back later in the day?
*You must have dialled the wrong number.
*I’ve tried to get through several times, but it’s always engaged.
商务英语bussiness phone calls
Steps
1 Set aside a specific time to make your phone calls. 2 Have a calender and a pen at hand. 3 Gather all of your information and supplies before making your calls.Tips Nhomakorabea
Make sure to turn off the TV, Music, or other distractions when making professional phone calls. Children, including babies, should be out of the room. Remember that putting things off only makes it worse. Just get the phone calls done and you'll feel much better. Be clear and to the point. Take notes as needed. Be sure to check your calendar to see if you have other commitments. Write all appointments or things to do immediately.
5 If you feel nervous or uncomfortable take a moment to visualise the conversation in your mind and take a few deep breaths. 6 Place the phone call. 7 When you are finished with the call take time to thank the other person and reiterate the important information.
综合商务英语一册Unit7Business Phone Calls
Reading
• Do you know what you should pay
attention to when making a business phone call? For example, the greeting, the clarity of speaking, the understandability of expression, etc.
• Signature: ________________________
Extended Reading
• Can you think of any tips to answer a
business phone call? Is there anything you should pay attention to? Work in groups to discuss. You may refer to your textbook.
English on the phone?
• When is it better to make a business phone
call than sending an e-mail?
Lead-in
• Do you know any commonly used
expressions when making or answering a phone call? Try to think as many as possible and complete the exercise in your textbook.
as your reference.
• John, there is a Mr. White on the line. Can you
how-to-make-a--phonePPT课件
××× speaking!。。。”
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Italy Italian people are very polite on the phone and always polite with each other, said: “I‘m here, please speak!”
Russia Russians generally answer the phone and say: “I am listening, please speak!”
Because of cultural differences, people have their own ways to communicate with each other. And this leads to the differences in making telephone calls.
The two countries are similar to each other.
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From the different ways to answer the phone in different countries, you can see the different countries’ people living habits .
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France
In France it is required that all calls begin with an apology for disturbing the answer. They are expected to begin the call by checking that they have reached the right number, identifying themselves, and then chatting with whoever has answered the phone, if the person is known to them. Only after some conversation may callers indicate their wish to speak with the person they actually called to speak to. The French are polite and full of curiosity when they answer the phone ,they ask each other: “Who’s that ?”
商务英语课程课件Unit 3 Business Calls
- Make sure you sound POLITE and AGREEABLE. - Make sure your call is BRIEF. - Make sure that you sound EFFICIENT—your firm’s image
may be at stake, even if you’re just taking a message.
批注本地保存成功开通会员云端永久保存去开通
Learning Objectives
Practicing the routine formulas used for making business calls Understanding business telephone manners and etiquette Writing a memo
- Smile while you’re talking. Your listener can ‘hear’ your smile.
- Send a follow-up e-mail, fax or letter to confirm any important details (especially prices and numbers), so that you both have a written record.
WAYS OF FINISHING TELEPHONE CONVERSATIONS
Bye. Goodbye. OK, bye. I’ll get back to you later on. See you on Thursday, then… OK, thank you for calling. I’ll make sure you get a new
Makingphonecalls英文电话用语专题培训课件
This is Lily speaking. / Lily speaking. 我是莉莉。 This is Lily from the ABC company. 我是ＡＢＣ公司的莉莉。
Can/May I speak to / with Lily? 可以让莉莉听电话吗？ Who is that speaking? Who is that calling? 请问你是？ I’m sorry to keep you waiting. 很抱歉让您久等了。
3. Practice the Conversation: Asking about Prices
Words about Phones
telephone subscriber 电话用户 long-distance call, trunk call 长途电话 Inland long-distance call 国内长途 International calls 国际长途 local call 市内电话 receiver 听筒 extension， telephone extension 电话分机 video phone 视频电话，电视电话 telephone directory, telephone book 电话号簿 to dial a number 拨号 area code, code number 地区代码 Ring 电话铃响 eg. The telephone rings. to telephone, to call (up), to ring up 通话,给...打电话 to lift the telephone, to pick up the telephone 接电话 telephone box, telephone kiosk (美作:telephone booth) 电话亭
How to Make Effective Phone Calls in Business
How to Make Effective Phone Calls in Businessby Monica PatrickBusinesses communicate through various means, including email or distributed memos, but when only a two-person conversation will do, you can't beat the telephone. During a telephone call, both parties have the benefit of live interaction and can immediately exchange ideas. Since time is important in a small business, maximize each phone call for optimum effectiveness. Prepare yourself before you pick up the phone to help you organize your thoughts and achieve your goal without an unnecessary second call.Inbound Calls1. Pick up the phone within three rings to show the caller you are available and willing to answer questions. Use the appropriate greeting when picking up the phone. Say, "Good morning" when answering the phone before noon and "Good afternoon" when answering after 12 p.m. If you work in the evening after 6 p.m., say, "Good evening." State your name, and ask, "How may I help you?" This is a professional way to begin a call.2. Allow the caller to give his name and what company, if any, he represents. If he fails to do so, prompt him with, "May I ask who's calling?" Then say, "From what company are you calling?" or "Howmay I help you today?" While the caller is talking, access his computer file if pertinent to search for the needed information.3. Ask for his account number if he has a billing question. Tell the caller he will be placed on hold if you need a minute to research his account. Promise to return quickly. Find the information needed and pick up the call. Thank the customer for his patience and give the answer to the question.4. Finalize the phone call by asking the customer or associate if he has any other questions. Answer the additional questions as before and give one final thank you before hanging up. Say, "Thank you for calling the Widget Store. Have a nice day/evening."Outbound Calls1. Gather the necessary information before making the call. Place any script, call list or data before you and review the information. Have ready a pen and notebook for note-taking. These will help you stay on point when making the call and collecting information.2. Wait for the other party to pick up the call. Identify yourself politely by saying, "Good morning. My name is Lisa Jones from XYZ Corporation. May I speak to Mrs. White?" This method is the most effective because it gives the caller all the information he needs up front.3. Explain why you are calling when the proper party gets on the line. Give short bursts of information and don't talk too quickly or slowly. Let the speed of the other person dictate your speed. Allow the other caller to respond appropriately to questions and don't interrupt.4. Solicit answers by using open-ended questions that encourage conversation. Share information about your product or service but don't be too pushy. Ask the other party if he has questions you can answer.5. Conclude the phone call by finalizing an appointment or sale or by verifying the information you have gathered is correct and up to date. Remind the customer or associate when you will call again and what you will discuss next. Say, "Thank you," and use the person's name. For example, say, "Thank you, Mr. Jones."。
make a phone callPPT课件
2. Common jobs secretaries do? 42 answering telephones typing writing letters reminds the things send faxes, telexes, emails book hotel rooms, tickets... look after official visitors
你可以成为任何一个你想成为的人
luxury cars and bling 金钱（奢华的车）和物质
I know that we all got one thing
thats not real life 那都不是真正的生活
我知道我们都得到一样东西
(repeat) (repeat)
that we all share together 那就是我们都在分享的
fill in the blanks:
A:Hello. Is _t_h_a_t Mary? B: Yes, _s_p_e__a_k_in_g__. A: Hi, Mary. _T_h_i_sis Kate. Are you free this afternoon?
B: Yes, I'm free. A: It's a nice day. Shall we go to the Prince Bay Park? B: Good idea. A: Let's meet at the school gate at 4 o' clock. B: All right. A: OK. See you. B: See you.
secretary 秘书
38
There are masters in every walk of life
【商务英语课件】Unit-2--Business-Calls
2. Conversation Two
Mark is calling Peter to talk to him about something urgent. Receptionist: KSB Trading. Good morning. Can I help you? Mark: Yes. This is Mark Hill speaking. I’d like to speak to Peter Brown. Receptionist: Hold the line, please. I’ll go and see if he is in. Hello, Mr. Hill, Mr. Brown isn’t in at the moment. His secretary said he left here only a few minutes ago. Mark: That’s too bad. I’ve got something urgent to talk to him about. Do you know when he’ll be back? Receptionist: I’m sorry. I’ve no idea. Can I put you through to the secretary? Perhaps she can help you. Mark: OK. Thank you. Secretary: Mr. Brown’s office. Can I help you? Mark: Yes. This is Mark Hill. I’d like to talk to Mr. Brown, but unfortunately I was told that he was out. Could you tell me where I can reach him?
Lecture1 How to make a phone call
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dialed her number. 他拿起电话，拨她的号码。
3. out of service 不 在
服务 I
The number you called is ou t of service. 您拨叫的电话已停机。
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《商务电话沟通(Making Business Calls)》教案设计
附件1：高频词汇Section A 电话术语1. operator2. switchboard3. extension4. telephone5. telephone number6. telephone booth7. telephone directory8. international call9. overseas call10. long distance call11. emergency call12. public telephone13. station to station call14. person to person call15. collect call16. caller17. night call18. service call19. area code20. information21. ringing tone22. busy tone23. hold on24. picture phone25. call me back26. record telephone27. interception28. push button29. message30. confirm31. local call32. Don't hang up, pleaseSection B公司企业常见部门名称总公司Head Office分公司Branch Office营业部Business Office人事部Personnel Department人力资源部Human Resources Department总务部General Affairs Department财务部General Accounting Department销售部Sales Department促销部Sales Promotion Department国际部International Department出口部Export Department进口部Import Department公共关系Public Relations Department广告部Advertising Department企划部Planning Department产品开发部Product Development Department研发部Research and Development Department(R&D) 秘书室Secretarial Pool项目管理部Project Management Department技术营销部Technical Marketing Department Section C办公室职位职衔职务英语词汇生产/营运/工程Manufacturing/Operations/Engineering工厂经理/厂长Plant/Factory Manager总工程师/副总工程师Chief Engineer项目经理/主管Project Manager/Supervisor项目工程师Project Engineer营运经理Operations Manager营运主管Operations Supervisor生产经理/车间主任Production Manager/Workshop Supervisor 人事经理Human Resources Manager财务总监CFO/Finance Director/VP财务经理Finance Manager财务主管/总帐主管Finance Supervisor会计经理/会计主管Accounting Manager/Supervisor会计Accountant / Accounting Trainee销售总监Sales Director销售经理Sales Manager区域销售经理Regional Sales Manager客户经理Sales Account Manager渠道/分销经理Channel/Distribution Manager渠道主管Channel Supervisor附件2：商务电话典型句型Caller:1. Good morning/afternoon! My name is xxx. Could I speak to Mr./Ms./Miss xxx, the marketing manager,please?2. Good morning/afternoon! This is xxx from xxx Company. I'm calling to …3. I'd like to speak to Mr./Ms./Miss xxx in the xxx department, please.4. Good morning/afternoon. Could you give me extension xxx?5. Could you ask him/her to ring me as soon as possible?6. I will call back at a later time. Thank you!Transfer:1. Good morning/afternoon! Xxx Company, xxx speaking. How can I help you?2. I'm sorry, could you repeat your name please?3. May I know who is calling?4. Could I ask what it's about?5. May I know the subject of the discussion?6. May I have your phone number, please?7. Wait a moment, I'll just check Mr./Ms./Miss xxx's schedule.8. Mr./Ms./Miss xxx. Hold the line please. I'll put you through.9. Xxx, I've got Mr./Ms./Miss xxx on the line. Do you want to speak to him/her?10. I'm sorry. Mr./Ms./Miss is not here/available/at a meeting/… at the moment. May I have xxx for you?11. Would you like to leave a message?12. Thanks for calling. Mr./Ms./Miss xxx will call you as soon as possible.The person the caller wants:1. I'm waiting for the call2. Put him/her through.3. Hello! Mr./Ms./Miss xxx, how are you?4. Thank you and goodbye for now.5. Good morning/afternoon! Xxx Company, xxx speaking. How can I help you?附件3：Role Play 任务卡附件4：Second Life 任务卡11。
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Point 2
Say everything that you need to in order to explain your reason for calling. State when you will return the call or request that the other person call you back. If you have to leave a message, be concise.
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One of the advantages of the telephone serves as a disadvantage when it comes to phone introductions: the inability to see the other party’s face.
So. Good manners are key when making a
Point 3
Let the other person know at the beginning of the
call if you plan to use a speaker phone or record
any part of the conversation.
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Tips & Warnings
How to make a business phone
call
By group4 李丽欢 赵敏 陈春银 - 陈千里 曹晓松 龚昌蒙1
reason
Communications technology
More convenient
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Cheaper Higher efficiency
2
The first impression
along.
Here are a few steps to help you
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1. Prepare yourself for a phone call
Point 1
Remember that a business telephone call is comprised of three components: the beginning introduction, the middle bulk of the call, and the end summing up.
phone introduction
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2. Identify yourself
First identify yourself at the onset of the call
For example, you might say “Hello, my name is (your name).” When introducing yourself on a business call, use both your first and last name and professional title, such as doctor or reverend, if it is related to the purpose of the call. When you are introducing yourself for a personal call, it is fine to use just your first name.
Set a speciyou have an office, shut your door when making detailed business calls. This will keep the conversation more private and will not bother those sitting in areas outside your office.
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Tips & Warnings
Speak clearly and slowly and at a moderate volume when introducing yourself. Smile while talking. Even though the person on the other end of the line doesn't see you smile, the act of doing so puts a smile in your voice. You will sound happy and friendly.
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Then
Ask to speak with the person you are calling by saying, “May I speak with (person’s name)?”
Do not assume you are speaking with the correct person. If the person has already identified himself upon answering the phone, confirm that you heard the correct name before continuing.
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3. Identify the purpose
State the purpose of your call
Include the company or organization affiliation when applicable.
For example, say something like “I am calling on behalf of (company/organization name) in regard to (reason for the call).” When making a personal call to someone you recently met, begin the conversation by reminding the person when and where you met: “We met Wednesday at the park.”