文秘英语(外研社)Unit 2

码吗？）
Just a moment. I am sorry, at the moment he is not in. _________________________________________________ Would you like to leave your phone number _________________________________________________? Caller: Yes，please ask him to call me at my office. He knows the number. You: OK. Good-bye.
Unit Two
Telephone Conversation
Learning Objectives Listening and Speaking 1. Listen and Practice 2. Act Out Reading 1. Text 2. Exercises Practical Writing Supplementary Reading
Passage
Listen to the passage, and fill in the blanks. You will hear the recording twice.
How you answer the telephone can_______or______ make break your company. In the age where the Internet has become_____________, indispensable the good old telephone is still a favorite when it comes to ________ customer service. People still like speaking to a person rather than sending emails and _________when they are going to get wondering an_______. answer The telephone is quicker and more pleasant to______for many clients. Being such an important use business______, tool the telephone, if used properly, can turn simple__________into long-time business. enquiries Telephone answering skills are_______for a company’s critical transaction business. The telephone is still the main and primary way of_________of contact a company with its customers. And the way you answer your company’s phone will help form your customer ’s first_________of your business. impression
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Part Two Act Out
1. First complete the short dialogue by translating the Chinese into English, and then practice them with your partner. (1) You: Beijing Import and Export Company, May I help you? Caller: Yes, I’d like to speak to Mr. Green, please. May I ask who is calling You: (请问哪位？)___________________________? Caller: (我是他的律师斯蒂夫先生)This ___________________ is Mr. Steven, his lawyer. I’ll see if he’s in. You: Please hold on. (我看他在不在)____________ (对格林先生说）（先生，您的律师斯蒂夫先生找您。 您
2. Listen to the dialogue again, and answer the questions you will hear. Write your answers below.
(1) Q: Can Mr. Baker speak to Mr. Green? Key: No, because Mr. Green is not in. ———————————————————— (2) Q: Why does Mr. Baker make the call? Key: Mr. Baker wants to speak to Mr. Green to tell ————————————————————— him that he has to put off their meeting. ________________________________
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Listening and Speaking
Part One Listen and Practice
Making and Answering Telephone Calls
Dialogue 1 1. Listen to the dialogue, and fill in the blanks. Helen: Hello, this is Helen Speaking . Caller: Hello, this is Mr. Baer, from ABC Company. I’d like to speak to Mr. Green, please. Helen: _____________.( Just a moment pause) I am sorry, he’s not in the office at the moment, ____________________________for Mr. Green? Can I take down a message Caller: Yes, could you tell him that I won’t be able to___________________________? make it to our Friday meeting I’ll have to stay in Shanghai longer than I expected. ________________________to arrange another I will call him next week date for the meeting. on Monday and I’ll Helen: That will be fine . He’ll be back in the office___________ make sure he gets the message.
Return
Learning Objectives
After completing this unit, you will be able to: ☆ make and answer telephone calls; ☆ utilize telephone etiquette; ☆ write memos.
Fra Baidu bibliotek
Fine. How soon Helen:________________? George: Well, could you make it this afternoon? Helen: Certainly.____________________________________? Can you give me some idea of the problem George: There seems to be something wrong with the pressure setting. Helen: I see. Anyway, I’m sure__________________________. we’ll sort it out this afternoon George:______________________. Thanks for the support Helen: You’re welcome._____________. See you soon George: See you.
要跟他说话么？）
Sir, Your lawyer, Mr. Green, is on the phone. Do you wish ___________________________________________________ __________________ to talk to him? Put him through Green: Yes, of course. (请接进来)._____________.
(2)You: Hello, Beijing Import and Export Company. This is Helen speaking. Caller: Hello, this is Mr. Lewis. (请格林先生听电话好吗？) I’d like to speak to Mr. Green ______________________________. You: （稍等。抱歉，他现在不在办公室。 您要留下电话号
Dialogue 2 Listen to the dialogue, and fill in the blanks. George: Hello, George Speaking. Helen: Hello, George. This is Helen_____________________. returning your call George:_______________________. Thanks for calling back How are you? Helen: Fine. And you? George: Not too bad. ______________________is The reason I called you that we are having some problems with the electric installation（电气设备）. Helen: Really?_______________________? What kind of problems George: To be honest, could you get somebody over to take a look at it?
(3) Caller: Hello, is this the Beijing branch of ABC Company? You: (很抱歉，不是，你打错了。) __________________________________________________ No, I am sorry. You have got the wrong number. Caller: Is this 010—6554××××? You: (那是我们的号码，但是这里是北京进出口公司。或 许你可以问问接线生。) Yes, that’s our number, but this is Beijing Export __________________________________________________ and Company. Perhaps you should call the operator. __________________________________________________ Import Caller: That’s a good idea. Thank you for your patience. You: You’re welcome.