UNIT13TelephoneCalls

TakeaMessage4UsefulExpressions51Reading2Listen&Talk11CaseStudy3ContentsSupplementaryReading6Listen&TalkDialogue

Listening

RolePlayDialogue1Jenny:Hi,Mr.Laoassignsmetohelpyouunderstandthethrustofourbusiness,Lily.Lily:Cool!PleasebringmeuptospeedsoIcanhelpassoonaspossible.Jenny:Onethingatatime.Don'twanttogetthecartbeforehorse.Lily:Stoppullingmyleg.Ijustwanttogetdowntobusiness.Jenny:Youshouldcheckoutourproductcatalogueandthesalesfiles,theyshouldclueyouinonwhereourbusinessis.Lily:Allright.Jenny:

Bytheway,couldyoumakecallsfromthislist?Iassumetheyarepotentialbuyers.Pleasegetthescoopofthosecompanies,suchascompanystructures,whoisresponsiblefortheequipmentpurchasingandsoonandsoforth.BesuretogetthenameandphonenumberofPICs(PersoninCharge).Getit?LilyLi:Yeah,noproblem.Lily:GoodMorning,thisisLilycallingfromShanghaiOfficeFacilitiesLtdco,isthatABCCompany?Operator:

Yes,howcanIhelpyou?Lily:AsIknow,yourcompanyistheauthorizeddealerofduplicators,wewanttosetupabusinessrelationshipwithyou,whoshouldItalkto?Operator:YouneedtotalktoMr.Black,heisourBusinessDevelopmentManager.Lily:CanIgethisnumber?Operator:Hisdirectlineis3452678,orIcouldputyoutohimrightaway.Dialogue2Charles:WebsterIndustries,howmayIhelpyou?Sare:Yes.ThisisSara.WhoamIspeakingto?Charles:ThisisCharlesspeaking.Howareyou,Sara?Sara:I’mfine,andyou?Charles:Justfine,thankyou.Sare:I’mjustcallingtoseeifwecanarrangeameeting.ThereareseveralmattersI’dliketotalkoverwithyouaboutyournewproduct.Charles:Okay,whenwoulditbeconvenientforyou?Sara:CouldwemakeitthisThursday?Charles:Thursday?Letmesee.Sorry,butIcan’tmeetyouonThursdaybecauseI’llbeinLondonforasalesmeeting.WoulditbepossibleforustomeetnextMonday?Iwillbefreealldaythen.Sara:Yes,that’sgoodforme.Whattime?Charles:Howabout10o’clockinmyoffice?Sara:Fine,I’mlookingforwardtoseeingyouthen.ListeningA:Mr.LingFeng’soffice.Goodafternoon.ZhangMingspeaking.B:Hello._________________________________.A:MayIaskwhoiscalling,please?B:MynameisTomRollinofPacificInternational.A:

Thankyou,Mr.Pollin.Onemoment,please.B:

No,no.___________________.A:

I’msorry,Mr.Rollin.Justamoment,please.(Overtheintercom)Mr.Ling,aMr.RollinofPacificInternationalisontheline.C:Canyoufindoutwhathewants?A:Yes,Mr.Ling.(ToMr.Rollin)I’msorrytohavekeptyouwaiting.Mr.Lingisratherbusynowandwouldliketoknow_______________________________.B:Yes,wewantto___________________________________________andweunderstandthatyourcompanycansupplyuswithsuchitems.A:

Isee.Thankyouverymuch,Mr.Rollin.Wouldyouwaitamoment,please?(ToMr.Ling)Mr.Ling,Mr.RollinisinterestedinimportingChinesetextileproductsintotheU.S.C:

Isee.Puthimon.A:Yes,Mr.Ling.(ToMr.Rollin)Mr.Rollin,I’mverysorrytohavekeptyouwaiting.________________________.I’dliketospeaktoMr.LingFeng,pleaseThisisRollin,notPollin

whatyouwishtospeaktohimaboutimportChinesetextileproductsintotheUnitedStatesI’llconnectyouwithMr.LingListeningA:ABCCompany,MayIhelpyou?B:ThisisKarlHuangofAmscrayLtd.I’dliketospeaktoMr.JohnSmith,please?A:_______________.YouareMr.WangofAmscrayLtd.Isthatcorrect?B:No,Huang,andI’dliketospeaktoMr.JohnSmith,please.A:Couldyou

,please?B:Yes,it’sH-U-A-N-G,Now,___________________________________.A:I’msorry,butheisinameetingrightnow.B:____________________?A:Pleasedo,Mr.Huang.B:Pleasegethimtocallmeassoonaspossibleat

andthat’sHuang,notWang.A:Letmeconfirmyournameandphonenumber,you’reMr.Huangaisthatcorrect?B:Yes,andit’surgent.A:_________________________________.LetmeconfirmthisspellyourlastnamecouldyouputmethroughtoJohnSmithMayIleaveamessag’llmakesurehegetsthemessagesoon

RolePlay1.Imagineyoumakeaphonecalltoyourfriend,Tony,themanagerofabusinesscompany.Heisnotinandhissecretaryanswersthephone.Actouttheconversationwithyourpartner.2.Imagineyoureceiveaphonecallonedayfromaforeignerwhowantstospeaktoyourcolleague,Susan.ButSusanisnotinandyoutakethemessageforher.Actouttheconversationwithyourpartner.TranslatethefollowingsentencesintoEnglish.

1)連修理工也弄不明白這洗衣機(jī)出什么毛病。（figureout）2)臨時(shí)股東大會(huì)不得對(duì)通知中未列明的事項(xiàng)作出決議。（interim）3)過(guò)去的日子如輕煙卻被微風(fēng)吹散了，如薄霧，被初陽(yáng)蒸融了。（bygone）4)我因公務(wù)而忙得沒(méi)有和家人、老友話家常的閑功夫，更別說(shuō)去經(jīng)營(yíng)感情、組織家庭。（nottomention）5)經(jīng)理就錯(cuò)誤向顧客作了彬彬有禮的道歉，從而平息了顧客的怒氣。（irate）1)Eventherepairmancouldn’tfigureoutwhathadgonewrongwiththewasher.2)Aninterimshareholders’generalmeetingmaynotadoptresolutionsonmattersnotstatedinthenotice.3)Thosebygonedayshavebeendispersedassmokebyalightwind,orevaporatedasmistbythemorningsun.4)WorkkeepsmesobusythatIhavenotimeformyfamilyandfriends,nottomentiongettinghitchedandstartingmyownfamily.5)Themanagerpacifiedtheiratecustomerwithasmoothapologyfortheerror.CaseStudyFor:RobinLiuDate:June10PhoneNo.:310-793-2102Time:1:15p.m.From:Mrs.NewcomerofN&CCompanyMessage:機(jī)器模型將在下午3:00抵達(dá)，請(qǐng)?jiān)诎砬笆盏交仉姶_認(rèn)。希望在下周安排時(shí)間和你商談價(jià)格和折扣。致:羅賓·劉日期:6月10日電話號(hào)碼:310-793-2102時(shí)間:下午1:15來(lái)自:N&C公司某女士Message:Themodelmachinewillbearrivedat3:00p.m.,andpleasecallbacktoconfirmafterreceivingbeforethedusk.Hopetoarrangetimeinnextweekandtalktoyouaboutthepriceanddiscount.telephoneTakeaMessageMessage1Whoiscalling?About…CallbackAddressProblem:WithoutreceivinganyacknowledgementofmyorderShiptheorderatthespecialprice?SusanGrantOurorderMQ20(whichIsent3weeksagobypostonbehalfofmycompany)RichmanStudiosSentacheck(425plusVAT488.75)withmyorderConfirmhavingreceivedmyorderCanyoushipthegoodsatthespecialpriceyouadvertised(tilltheendofthismonth)Ifthere’sanydelayoranyotherproblems,phonemeat0303,518,136Expectdeliveryfifththismonth14HighstreetWoodbridgeIPSWICHIP124SGMessage2PeterRedfordEastenEnterpriseBostonUnabletomaketheappointmentonFridayafternoonHotelaccommodation(convention,full)Mondaymorning23Anygoodideastosolvetheproblem617,032,0876Message3AliceBrownStayLosAnglesforanother2daysThedirectflightisfull,cannotcomebacktillWednesday(17th)ifthisisthecase14thTakeoverthemeetingwithOrionInternational(Tuesday)AlltheinformationherequiredisinthefileonmydeskPickupOliviaflaubertfromTalbothotelfirstinthemorningAnyproblem,leaveamessageformeatmyhotel213,666,4529Fax213,875,4114TheUsualKindsofInternationalCalls

1.lInternationalDirectDialingInternationalPrefixNumber(國(guó)際冠碼)+CountryCode(國(guó)家號(hào)碼)+AreaCode(區(qū)號(hào)碼)+PhoneNumber(電話號(hào)碼)1.2CallsPutthroughbyOperator1.2.lStationCall(叫號(hào)電話)l.2.2PersonalCall(叫人電話)1.2.3ConnectCall(對(duì)方付款電話)l.2.4CreditCardCall（信用卡電話）UsefulExpressions

1AnnouncingIdentity1.lPersonCallingHello,thisisMr.Wangspeaking.MynameisThomasSmith.Hello,thisisJack.1.2PersonCalledHello,thisJackhere,Whoisspeaking?Whoisspeaking(calling),please?IsthisMr.Wang?Whoareyoucalling?UsefulExpressions2AskingIfSomeoneisin2.1PersonCallingMay(Can)Ispeakwith(to)Mr.Wang?I’dliketospeaktosomeoneincharge.CouldyouputmethroughtoMr.Wang,please?2.2PersonCalledI’msorryMr.Wangisout.Wouldyouspeaktosomeoneelse?Heisattendingameetingnow.Mr.Wanghasleftalready.Sorry,He’sjustgoneout.Wouldyouliketoringbacklater?Holdtheline,I’llseeifheisin.

UsefulExpressions3AskingWhenthePersonWantedWillbeback3.lPersonCallingWhenwillhebeback?Could(Will)youtellmewhattimehe’llbeback?WhatifIcallthisafternoon?3.2PersonCalledYoucanringagainthisafternoon.Sorry,he’snotavailabltilltomorrow.I’llaskhimtocallyouuplater.UsefulExpressions4AskingtheOperatorforHelp4.lPersonCallingWill/Would/CouIdyouconnectmewiththeForeignlanguageDepartment?I’dliketomakeacalltoMr.WangoftheForeignlanguageDepartment.MayIhaveextension21808?PeaseputmethroughtotheForeignLanguageDepartment?4.2PersonCalledJusaminute,I’llgetthenumberforyou.I’msorrythenumber’sengaged.Willyouhold?Amoment,please.I’llconnectyou.Onemoment,I’llswitchyouover.Yourcallisready.Goahead.UsefulExpressions5LeavingaMessage5.lPersonCallingCanIleaveamessage?Peasetellhimtophone64782134,Lee.Wouldyouaskhimtocallback?Wouldyouaskhimtogivemeacallwhenhe’sback?5.2PersonCalledWouldyouliketoleaveamessage?CouldItakeamessageforyou?IsthereanymessageIcangivehim?ShouldItellhimyou’llcallbackordoyouwanthimtocallyou?SupplementaryReadingTelephoningEffectively

Onthephone,theimageofacompanyreliesheavilyonthespeaker’sspeakingskills.Thecustomer’simpressionofthecompanyisdeterminedcompletelybythespeaker’svoiceandchoiceofwords.Telephoningskillsarenotanaturaltalent,butalearnedone.Herearesometipstohelpasecretarycommunicatebetterthroughthetelephone.Speakclearlyandmoreslowlythanusual.Beparticularlyclearwhensayingone’snameandthenameofone’sorganization,andrepeatthem,particularlyattheendofthecall.Speakwithmoreenergy.Telephonestendtomakeone’svoicesoundlesslivelyasitreallyis,sotrytoshowincreasedinterestinandenthusiasmforwhatthesecretaryissaying.Whennecessary‘smilewithone’svoice’.Asmileonone’sfaceisreflectedinone’svoice,andwillhelpthesecretaryavoidspeakinginthesametoneallthetime.Beandsoundpolite,professional,understanding,helpful,andfriendly.Muchofthesecretissimplygoodmannersandattention.Beagoodlistener.SupplementaryReadingExplainthingsinanunderstandableway.Don’tusespecialtermsorassumethatacustomerknowsthebusinessorindustry.Thesecretaryshou