秘书英语 Unit_5

Section II Telephoning Effectively
背景知识 在日常工作中，掌握正确的、有礼貌的打电话方 法是非常必要的。作为秘书，应认真学习电话礼 仪。首先，接打电话时要注意音量和语速适度， 学会通过声音体现对客户的关注与热情；其次， 要注意用语礼貌，回答内容专业；电话铃响后尽 快接听电话，不要将客户推来推去，尽可能为客 户提供方便。如果承诺给客户回电话，要尽快回 复。另外，学会如何转接电话等等。总之，认真 遵循电话礼仪会达到事半功倍的效果。
Telephoning
Telephoning in a language which is not your own is not easy. You should be aware that the person you are speaking to may have difficulties too. Therefore keep the following points in mind: Speak clearly. Do not speak too fast. Confirm what you have understood. This is especially important if the other person gives addresses or dates. Be polite. Start and end the conversation politely. Be efficient. Know the telephone alphabet. This is particularly important if you have to spell names and addresses. Know frequently used expressions. Listen carefully, so that you do not need to ask the other person to repeat information.
Taking a message Can I take a message? Would you like to leave a message? Can I give him/her a message? I'll tell Mr Jones that you called. I'll make sure Mr Jones rings you as soon as possible. At what number can you be reached?
Section 1 Making & Answering Phone Calls


背景知识 首先，应尽快向对方说明自己的身份。如 果需要找人，应请对方“稍等”，如果被 找的人不在，应有礼貌地给予回答； 另外，打电话应使用简洁、明快、有礼貌 的语言。掌握了接听电话的礼仪，让对方 在秘书亲切的话语中心平气和地谈事情。 通话结束后，对方会对公司留有极佳的印 象。
Problems I'm sorry, I don't understand. I cannot hear you very well. You must have dialed the wrong number. I've tried to get through several times, but it's always engaged. Putting someone through I'll put you through to … I'll connect you to… I'll put … on the line. I'm sorry, there's no reply from Mr Jones. Putting someone on hold Just a moment, please. Hold on, please. Hold the line, please.
Unit 5 How Does a Secretary Handle Phone Calls? 教学要求：
掌握接打电话的技 巧 学写介绍信
Step I Review
What are the seven C’s in writing a business letter? Ask two groups to role play the dialogue in Section 1 of Unit 4.
would like 表示“想要”和want的意思相近，但would like的语气 要婉转，常表示客气的请示或建议。用法如下：
1）表示想要某物： would like sth. e.g. He would like a cup of tea. 他想喝杯茶。 Would you like an apple? 你想吃个苹果吗？ 2）表示想要做某事： would like to do sth. e.g. I would like to have supper at home. 我想在家吃晚饭。 Would you like to play soccer with us? 你想和我们一起踢足球 吗？
Useful expressions : Telephoning
Answering the phone Good morning/ afternoon/ evening, Jackson Enterprises, Sally Jones speaking. This is … speaking. How can I help you? Could you speak up, please? Who's speaking, please? Am I speaking to …? Could you spell that please? Who would you like to talk to, sir/ madam? One moment please, I'll see if Mr Jones is available. Asking for someone I'd like to speak to … Could I speak to someone who … Could you put me through to Mr Jones, please?
二 介绍信的主要内容

(一)简要介绍被介绍人的身份和情况 或者由于公事或者由于私事，介绍信应首先介绍前 去联系的人的基本情况。通常要将被介绍人的姓名、职 务、与写信人的关系等说明出来。 (二)说明介绍的目的和原因 该项要求将被介绍人前往应做的工作，办理的事情， 需要哪些具体帮助或照顾等写出来。 (三)表示谢意 要预先对对方可能给予的帮助或照顾表示感谢。有 时在这一项内容中，也可附带写些两人之间诸如准备什 么时间见面等话语。
Section 3 Writing a Letter of Introduction
介绍信是用来介绍相关人员的基本情况，以联 系工作、促进交往为目的的一种专用书信， 内容包括： （1）被介绍人的身份和情况，如被介绍人 的姓名、职务、与写信人的关系等； （2）介绍的目的和原因； （3）表示谢意。对对方可能给予的帮助或 照顾表示感谢。介绍信的语言尽量简明扼要。
Asking someone to call back Thank you for waiting. I'm afraid Mr Jones is not in at the moment. I'm sorry, Mr Jones is in a meeting. Can/ Could you call back later in the day?
P Q R S T U V W X Y Z
Peter Queen Robert Samuel Tommy Uncle Victor William X-ray Yellow Zebra
Language points:
rely on依赖，依靠：You can't rely on the weather. 这天气可靠不住。 take the chance to do sth. 试图做成某事： Take the chance to develop your collaborative skills while working with group members. 试着通过与队友的合作来提高 自己的协作能力。 tend to do sth. 倾向；趋向；趋于：I tend to go to bed earlier during the winter.我在冬天 常睡得较早。 tend to/ towards sth.朝某方向：He tends towards extreme views.他的观点趋于偏激。
Language points
in particular 尤其，特别：The whole meal was good but the wine in particular was excellent. 整顿饭都很好， 尤其是葡萄酒更好。/ ‘Is there anything in particular you’d like for dinner?’ ‘No, nothing in particular.’ ‘正餐 你有什么特别喜欢的菜吗？’‘没有，什么都行。’ make a, no, some, etc difference (to sb/sth) （对某人[某事物]）有、没有、有些...作用或影响：A hot bath makes all difference in the morning.上午洗个热 水澡能让人精神振奋。 （对某人[某事物]）重要、不重要等；要紧、不要紧等： ‘Does that make any difference?’ ‘Yes, it amakes all the difference.’ ‘那要紧吗？’ ‘是的，非常重要。’
Language Points
a room with the view of the lake 能看到 湖景的房间。“view”从某处看到的东西；（尤指） 自然美景，风景：You’ll get a better view of the pianist if you stand up.你站起来，就能更 清楚地看到那位钢琴家。 It’s my pleasure. 不客气。相当于 “It’s a pleasure.” ‘Thank you for doing that.’ ‘It’s my pleasure.’ I’d like (I would like)我想... ‘would’用以提 出建议或邀请：Would you like a sandwich?你 想吃三明治吗？Would they like to sit down? 请他们坐下好吗？
ቤተ መጻሕፍቲ ባይዱ
Language points
May I help you? 我能为您做点什么？相当于Can I help you? 此 句在不同地点可以解释为不同的含义：
1) 在商店： — May I help you? 你想买点什么？ 2) 在餐馆： — May I help you? 你想吃点什么吗？ 3) 在图书馆：— May I help you? 你要借什么书？

International Telephone Alphabet
Letter Telephone alphabet Letter Telephone alphabet
A B C D E F G H I J K L M N O
Alfred Benjamin Charles David Edward Frederick George Harry Isaac Jack King London Mary Nellie Oliver