商务英语课程课件Unit3
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tips and decide which are DOS and which are DON’TS.
WHEN YOU ANSWER THE PHONE IN THE OFFICE …
Pick it up after the first ring or second ring Pick it up after three or more rings Immediately ask who is calling and what they want Say your company name and/or department Just say “hello?” Have a pencil and paper ready so that you can take notes Try to sound friendly and helpful Speak quickly so that the call is soon over Speak clearly and slowly
2. Discuss the following questions
1) Which telephone tips you have listed are important? Why? 2) Which of the tips do you already follow when making or receiving a phone call? 3) What do you think are the differences between business calls and personal calls? 4) Do you agree that establishing a positive telephone image is very important for a company? Why?
0043
Problem
Conversation 1 He’s on another line. She speaks too quickly He can’t hear him It’s bad line.
Questions
Can I hold? Could you speak more slowly? Can I leave a message? Could you speak up? Can you call back? None!
◆ Warm-up Practice ◆ Listening Task ◆ Speaking Task
◆ Reading Task
◆ Writing Task ◆ Follow-up Practice
We need to discuss some questions about what we are going to learn in this unit.
Are you ready?
Listen to the five phone conversations and make a note of the problems the speaker faces and questions the speakers use to solve some of the problems.
Sure, that‟ll help us understand better about what we are asked to do.
1. Starting Up
1) Work with your partner to work out as many business telephone tips as you can. For example: ● Try to identify a convenient time to call the person. ● Try to speak slowly and clearly.
BEFORE MAKING A CALL
Before making an outgoing call make sure you always have:
Clarified in your mind the reason or objectives for the call. The correct documents to hand. A message pad and pen/pencil near the telephone. The phone number/extension. The name of the person you are calling/a second contact, i.e. secretary name. A note of the points you wish to raise.
Have you covered the essential points?
Is the information you’re giving correct? Is it the kind of call you would like to receive yourself?
In this part you will listen to a passage about telephone manners and a telephone conversation. Try to finish the exercises while listening.
Would you like to speak to the new man? Can you spell that for me?
Conversation 2 Conversation 3 Conversation 4 Conversation 5
It’s the wrong number.
He’s left the company.
Peter Johnson (=name of manager in own office).
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 price list immediately. Bye.
MAKING BUSINESS CALLS
Do’s
- 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 not) understood each point that‟s been made. - 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. - 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.
MAKING BUSINESS CALLS
Don'ts
- Don‟t leave a phone ringing for more than four rings - Don‟t try to be funny—you may be misunderstood. - Don‟t interrupt the other person: let them finish what they want to say. - Don‟t talk too fast. - Don‟t do other tasks at the same time you are calling. Concentrate on the caller!! - If the call was transferred, don‟t pass a client from one person to another. - Don't leave a caller on hold for long periods of time. If you are going to take time to help a caller as for their telephone number and call them back when you are able to help. - Don‟t pretend you have understood when you haven‟t. - Don‟t rely on your memory: make notes during a call and rewrite these notes immediately afterwards as a record of the call.
3.1.1 Listen to the passage and answer the following questions. 1) What are telephone conversations expected to do? They are expected to follow certain rules of etiquette to help make the experience pleasant and productive for all those involved. 2) What should you do first when you make a business call? You should first identify yourself and your company. 3) If you're routed to a receptionist or operator, whose name should also be included? The name of the person you're trying to reach. 4) When you are connected with the person, what do you need to do? You need to state the purpose of your call and then be sure to ask if you are calling at a convenient time.
CHECKLIST FOR BUSINESS PHONE 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?
本人是一线教师擅长课堂教学模式的研究能够很好的激发学生的学习兴趣
Learning Objectives
Practicing the routine formulas used for making business calls Understanding business telephone manners and etiquette Writing a memo
WAYS OF ANSWERING THE TELEPHONE IN A COMPANY Good morning/afternoon! Golden Star International (=company name). Hello, Sales Department (= name of department).
WHEN YOU ANSWER THE PHONE IN THE OFFICE …
Pick it up after the first ring or second ring Pick it up after three or more rings Immediately ask who is calling and what they want Say your company name and/or department Just say “hello?” Have a pencil and paper ready so that you can take notes Try to sound friendly and helpful Speak quickly so that the call is soon over Speak clearly and slowly
2. Discuss the following questions
1) Which telephone tips you have listed are important? Why? 2) Which of the tips do you already follow when making or receiving a phone call? 3) What do you think are the differences between business calls and personal calls? 4) Do you agree that establishing a positive telephone image is very important for a company? Why?
0043
Problem
Conversation 1 He’s on another line. She speaks too quickly He can’t hear him It’s bad line.
Questions
Can I hold? Could you speak more slowly? Can I leave a message? Could you speak up? Can you call back? None!
◆ Warm-up Practice ◆ Listening Task ◆ Speaking Task
◆ Reading Task
◆ Writing Task ◆ Follow-up Practice
We need to discuss some questions about what we are going to learn in this unit.
Are you ready?
Listen to the five phone conversations and make a note of the problems the speaker faces and questions the speakers use to solve some of the problems.
Sure, that‟ll help us understand better about what we are asked to do.
1. Starting Up
1) Work with your partner to work out as many business telephone tips as you can. For example: ● Try to identify a convenient time to call the person. ● Try to speak slowly and clearly.
BEFORE MAKING A CALL
Before making an outgoing call make sure you always have:
Clarified in your mind the reason or objectives for the call. The correct documents to hand. A message pad and pen/pencil near the telephone. The phone number/extension. The name of the person you are calling/a second contact, i.e. secretary name. A note of the points you wish to raise.
Have you covered the essential points?
Is the information you’re giving correct? Is it the kind of call you would like to receive yourself?
In this part you will listen to a passage about telephone manners and a telephone conversation. Try to finish the exercises while listening.
Would you like to speak to the new man? Can you spell that for me?
Conversation 2 Conversation 3 Conversation 4 Conversation 5
It’s the wrong number.
He’s left the company.
Peter Johnson (=name of manager in own office).
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 price list immediately. Bye.
MAKING BUSINESS CALLS
Do’s
- 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 not) understood each point that‟s been made. - 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. - 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.
MAKING BUSINESS CALLS
Don'ts
- Don‟t leave a phone ringing for more than four rings - Don‟t try to be funny—you may be misunderstood. - Don‟t interrupt the other person: let them finish what they want to say. - Don‟t talk too fast. - Don‟t do other tasks at the same time you are calling. Concentrate on the caller!! - If the call was transferred, don‟t pass a client from one person to another. - Don't leave a caller on hold for long periods of time. If you are going to take time to help a caller as for their telephone number and call them back when you are able to help. - Don‟t pretend you have understood when you haven‟t. - Don‟t rely on your memory: make notes during a call and rewrite these notes immediately afterwards as a record of the call.
3.1.1 Listen to the passage and answer the following questions. 1) What are telephone conversations expected to do? They are expected to follow certain rules of etiquette to help make the experience pleasant and productive for all those involved. 2) What should you do first when you make a business call? You should first identify yourself and your company. 3) If you're routed to a receptionist or operator, whose name should also be included? The name of the person you're trying to reach. 4) When you are connected with the person, what do you need to do? You need to state the purpose of your call and then be sure to ask if you are calling at a convenient time.
CHECKLIST FOR BUSINESS PHONE 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?
本人是一线教师擅长课堂教学模式的研究能够很好的激发学生的学习兴趣
Learning Objectives
Practicing the routine formulas used for making business calls Understanding business telephone manners and etiquette Writing a memo
WAYS OF ANSWERING THE TELEPHONE IN A COMPANY Good morning/afternoon! Golden Star International (=company name). Hello, Sales Department (= name of department).