打電話的英語教學(xué)課件第一章：電話英語的重要性為什么重要？電話溝通作為現(xiàn)代社會交流的重要方式，在職場和日常生活中扮演著不可替代的角色。無論是商務(wù)洽談、客戶服務(wù)還是私人交流，良好的電話溝通能力都能幫助我們更有效地傳遞信息和建立關(guān)系。然而，使用英語進(jìn)行電話交流常常面臨諸多挑戰(zhàn)，包括聽不清對方發(fā)音、缺乏面對面交流的肢體語言輔助、緊張導(dǎo)致思維混亂等問題。電話英語的基本禮儀問候語Hello,ABCCompany.Goodmorning/afternoon,XYZDepartment.ThankyouforcallingDEFServices.問候語應(yīng)聲音清晰、語調(diào)友好，傳達(dá)專業(yè)形象。自我介紹ThisisWangLispeaking.WangLispeaking.ThisisWangLifromHRDepartment.切勿直接說"IamWangLi"，這在電話中不夠?qū)I(yè)。禮貌用語PleaseThankyouIappreciateyourhelpWouldyoumind...?禮貌用語體現(xiàn)專業(yè)素養(yǎng)，增進(jìn)溝通效果。電話開場白示范1個(gè)人接聽"Hello,thisisJunespeaking.HowcanIhelpyoutoday?"適用于個(gè)人工作電話或接聽同事轉(zhuǎn)接的電話。表明身份并主動詢問對方需求。2公司接聽"Goodmorning,thisisChengtaiTradingCompany.MayIhelpyou?"適用于前臺或接待人員。先表明公司名稱，再詢問如何提供幫助。3角色扮演詢問對方身份和需求詢問身份"MayIaskwhoiscalling,please?""WhoamIspeakingwith,please?""CouldIhaveyourname,please?"詢問需求"MayIspeaktoJane,please?""I'dliketospeakwithMr.Zhang,isheavailable?""CouldyouconnectmetotheSalesDepartment,please?"對方不在時(shí)的表達(dá)暫時(shí)外出"I'msorry.Sheisoutatthemoment.""He'ssteppedoutoftheoffice.""She'sinameetingrightnow."正在通話"Heisonthephonenow.Pleasecallbacklater.""She'sonanotherline.Wouldyouliketoholdorcallback?"休假"Sheisonannualleave.I'mherdeputytoday.""He'sawayonbusinessuntilThursday.""Shewon'tbebackuntilnextweek."留言的表達(dá)方式詢問是否留言"Wouldyouliketoleaveamessage?""CanItakeamessageforher?""ShallIaskhimtocallyouback?"記錄留言信息"MayIhaveyournameandtelephonenumber?""Couldyouspellyourlastname,please?""What'sthisregarding?""Whenwouldbeagoodtimetocallyouback?"記錄留言時(shí)應(yīng)確保以下關(guān)鍵信息準(zhǔn)確無誤：姓名（最好要求拼寫）聯(lián)系電話（重復(fù)確認(rèn)）留言事項(xiàng)（簡明扼要）電話轉(zhuǎn)接與等待請求等待"Pleaseholdon.""Couldyouholdforamoment,please?""WouldyoumindholdingwhileIcheck?"轉(zhuǎn)接電話"I'llputyouthroughtoRachelSmithnow.""I'lltransferyoutotheMarketingDepartment.""Letmeconnectyouwithourtechnicalsupportteam."處理突發(fā)情況"Sorry,I'vegotanothercallcomingin.CanIcallyoulater?"電話中聽不清或不理解的表達(dá)聽不清楚時(shí)"Sorry,couldyourepeatthat,please?""I'msorry,Ican'thearyouverywell.""Couldyouspeakalittlelouder/slower,please?""Thelineisbreakingup.Couldyousaythatagain?"不要假裝聽懂了，這可能會導(dǎo)致更嚴(yán)重的溝通問題。禮貌地請對方重復(fù)是專業(yè)的做法。不理解內(nèi)容時(shí)"I'mnotsurewhatyoumean.""Couldyouexplainthatinanotherway?""Idon'tquiteunderstand.Couldyouclarify?"電話中糾正錯誤的表達(dá)數(shù)字糾正"Actually,it's15,not50.""Thecorrectnumberis352,that'sthree-five-two.""Ithinkthere'samisunderstanding.Weneed200units,not2,000."時(shí)間糾正"I'msorry.Thepayment'sduenextweek,notnextmonth.""Themeetingisat3PM,not2PM.""ThedeadlineisMarch15th,notMay15th."事實(shí)糾正"Justtoclarify,Ms.WangisourHRManager,notMarketingDirector.""Actually,ourofficeisinBeijing,notShanghai."肯定與否定的常用短語肯定回應(yīng)"Really?Great!""Fantastic!""That'sexcellentnews.""I'mgladtohearthat.""Thatworksperfectly.""Yes,absolutely."中性反饋"Oh,Isee.""Right.""Exactly.""Iunderstand.""Thatmakessense."婉轉(zhuǎn)否定"I'msorrytohearthat.""That'sunfortunate.""I'mafraidthatwon'tbepossible.""Unfortunately,wecan't..."電話結(jié)束語一般性結(jié)束"Thankyouforcalling.""Thanksforyourtime.""Itwasnicetalkingtoyou.""Haveaniceday/evening."后續(xù)行動"I'llemailyouthedetailsbytomorrow.""Let'stalkagainnextweek.""I'llgetbacktoyouassoonasIhavemoreinformation."告別語"Let'skeepintouch,goodbye.""Talktoyousoon,bye.""Lookingforwardtoournextconversation,goodbye."角色對話示范一：客戶來電咨詢客戶"Hello,isthisABCElectronics?"客服"Yes,thisisABCElectronics.Lindaspeaking.HowmayIhelpyoutoday?"客戶"ThisisChenWei.I'mcallingaboutthelaptopIorderedlastweek.I'dliketoknowwhenitwillbedelivered."客服"Couldyouprovideyourordernumber,please,Mr.Chen?"客戶"Sure,it'sABC12345."客服"Thankyou.Letmecheckthatforyou...YourlaptopisscheduledfordeliverythisThursdaybetween9AMand12PM.Isthatconvenientforyou?"客戶"Yes,that'sperfect.Thankyouforyourhelp."客服"You'rewelcome,Mr.Chen.IsthereanythingelseIcanhelpyouwithtoday?"客戶"No,that'sall.Thankyou."客服角色對話示范二：請假電話員工"Hello,thisisWangLin.MayIspeaktoManagerZhang,please?"接線員"Onemomentplease,I'llputyouthrough."經(jīng)理"Hello,thisisZhangWeispeaking."員工"Goodmorning,ManagerZhang.ThisisWangLinfromtheMarketingDepartment.I'mcallingtorequestadayofftomorrowasI'mnotfeelingwell."經(jīng)理"I'msorrytohearthat.Whatseemstobetheproblem?"員工"Ihaveahighfeverandthedoctoradvisedmetorest."經(jīng)理"Iunderstand.Pleasetakecareofyourself.I'llapproveyourleave."員工"Thankyouforunderstanding.I'llmakesuretocompletemypendingworkwhenIreturn."經(jīng)理"Don'tworryaboutthatnow.Focusongettingbetter."員工"Thankyou.Goodbye."角色對話示范三：預(yù)約電話1預(yù)約開始A:"Hello,GoldenDentalClinic.HowmayIhelpyou?"B:"Hello,thisisLiMing.I'dliketomakeanappointmentwithDr.Wu."2確認(rèn)時(shí)間地點(diǎn)A:"Dr.WuisavailablenextTuesdayat10AMorThursdayat2PM.Whichwouldbebetterforyou?"B:"Tuesdayat10AMwouldbeperfect."A:"Great.That'sTuesday,October15that10AMwithDr.Wu."3確認(rèn)細(xì)節(jié)A:"MayIhaveyourphonenumber,please?"B:"Yes,it's138-1234-5678."A:"Isthisyourfirstvisittoourclinic?"B:"Yes,itis."A:"Pleasearrive15minutesearlytofilloutsomeforms."4結(jié)束預(yù)約B:"Iwill.Thankyouverymuch."A:"You'rewelcome.WelookforwardtoseeingyouonTuesday.Haveaniceday."B:"Thankyou,goodbye."常見電話用語詞匯匯總接聽相關(guān)pickupthephone接電話answerthecall接聽來電speaking正在通話ontheline在線上轉(zhuǎn)接相關(guān)putthrough轉(zhuǎn)接transferthecall轉(zhuǎn)接電話holdon等待connectto連接到留言相關(guān)takeamessage記錄留言leaveamessage留言callback回電getbackto回復(fù)結(jié)束相關(guān)hangup掛斷endthecall結(jié)束通話wrapup結(jié)束signoff告別熟記這些常用詞匯，將有助于您更流暢地進(jìn)行電話溝通。建議制作詞匯卡片，放在辦公桌旁方便查閱。電話英語情景練習(xí)一：找人接電話基本句型"MayIspeaktoMr.Wang,please?""IsMs.Liavailable?""CouldItalktosomeonefromtheHRDepartment?""I'dliketospeakwiththepersoninchargeofmarketing."這些句型可以根據(jù)不同場景靈活調(diào)整，重點(diǎn)是保持禮貌并清晰表達(dá)您想要聯(lián)系的人。練習(xí)方法同學(xué)們分為A、B兩組，模擬以下情景：打電話給公司前臺，詢問特定部門負(fù)責(zé)人打電話給同事，但需要轉(zhuǎn)接給另一位同事打電話給客戶，但客戶不在，需與其助理交流每組練習(xí)后互相點(diǎn)評，注意語音、語調(diào)和禮貌用語的使用。電話英語情景練習(xí)二：留言記錄留言格式示例Date:October10,2023Time:10:15AMTo:SarahChenFrom:MichaelBrown(GlobalTechInc.)Phone:212-555-7890Message:CalledregardingtheproposalforProjectAlpha.NeedsfeedbackbyThursday.Willcallagaintomorrowmorning.Takenby:LiWei練習(xí)任務(wù)分組進(jìn)行以下練習(xí)：A扮演來電者，提供完整信息B扮演接線員，記錄準(zhǔn)確留言完成后交換角色，比較留言記錄的完整性和準(zhǔn)確性記錄留言的關(guān)鍵是：準(zhǔn)確記錄姓名和公司復(fù)述電話號碼確保無誤簡明扼要記錄事由確認(rèn)最佳回電時(shí)間電話英語情景練習(xí)三：處理突發(fā)狀況電話中斷當(dāng)電話突然中斷時(shí)，應(yīng)主動回?fù)懿⒔忉專?I'msorry,wegotdisconnected.AsIwassaying...""Sorryaboutthat.Theconnectiondropped.Letmecontinuewhereweleftoff..."聽不清當(dāng)線路雜音過大或?qū)Ψ铰曇舨磺鍟r(shí)："I'mhavingtroublehearingyou.Couldyouspeakupabit?""Thereseemstobesomeinterferenceontheline.Couldyourepeatthat?"誤會處理當(dāng)交流出現(xiàn)誤解時(shí)："Ithinkthere'sbeenamisunderstanding.WhatImeantwas...""LetmeclarifywhatIwastryingtosay..."練習(xí)方法：模擬以上突發(fā)情況，練習(xí)應(yīng)對方式。注意語氣要保持冷靜和專業(yè)，不要表現(xiàn)出煩躁或不耐煩。電話英語文化小貼士英美電話文化特點(diǎn)直接進(jìn)入主題，簡明扼要重視時(shí)間效率，不喜歡過多寒暄預(yù)約電話時(shí)間是常見禮儀結(jié)束通話前會明確下一步行動中西方差異西方人習(xí)慣先自我介紹再詢問對方英語電話中"MayI..."更常用于請求西方人更習(xí)慣用專業(yè)稱謂而非職位稱呼英語電話禮儀重視口吻的輕松友好了解這些文化差異，可以幫助您在跨文化電話溝通中避免尷尬，建立更好的專業(yè)關(guān)系。常見錯誤解析與糾正錯誤表達(dá)"IamWangLi."(自我介紹)直接翻譯中文習(xí)慣，在電話中顯得不專業(yè)。正確表達(dá)"ThisisWangLispeaking."或"WangLispeaking."這是英語電話中的標(biāo)準(zhǔn)自我介紹方式。錯誤表達(dá)"Henohere."(表達(dá)不在)語法錯誤且過于簡短，顯得不禮貌。正確表達(dá)"I'mafraidhe'snotavailableatthemoment."更完整、禮貌的表達(dá)方式。錯誤表達(dá)"Wait!"(請對方等待)命令式語氣，顯得粗魯。正確表達(dá)"Couldyouholdforamoment,please?"使用疑問句和"please"更加禮貌。實(shí)用電話英語短句速記問候"Hello,ABCCompany.""Goodmorning/afternoon.""Thankyouforcalling."詢問"HowmayIhelpyou?""CouldIspeakto...?""Who'scalling,please?"等待"Pleasehold.""Onemoment,please.""Letmecheckthatforyou."結(jié)束"Thankyouforyourcall.""Haveaniceday.""I'lltalktoyousoon."記憶技巧：將這些短句按照電話溝通的流程順序分類記憶，形成肌肉記憶。日常練習(xí)時(shí)可以先默念再說出，逐漸提高反應(yīng)速度。真實(shí)案例分享：職場電話溝通成功故事王麗是一家國際貿(mào)易公司的客戶服務(wù)代表，負(fù)責(zé)處理海外客戶的投訴和查詢。一天，她接到一位美國客戶的電話，對方因?yàn)樨浳镅舆t交付而非常不滿。成功要點(diǎn)一：專業(yè)開場王麗首先以標(biāo)準(zhǔn)的問候語開場："Goodmorning,ABCTrading.ThisisWangLispeaking.HowmayIhelpyoutoday?"這一專業(yè)開場立即為對話奠定了積極基調(diào)。成功要點(diǎn)二：積極傾聽當(dāng)客戶抱怨時(shí)，她使用了確認(rèn)理解的表達(dá)："Iunderstandyou'reconcernedaboutthedelayedshipment.Letmecheckthestatusforyourightaway."成功要點(diǎn)三：提供解決方案她使用了承諾性語言："I'llpersonallyexpediteyourorderandensureitshipswithin24hours.Additionally,we'llofferyoua10%discountonthisorderfortheinconvenience."結(jié)果：客戶的態(tài)度從憤怒轉(zhuǎn)為滿意，不僅繼續(xù)了合作關(guān)系，還增加了訂單量。王麗的專業(yè)電話溝通技巧為公司挽回了重要客戶?；迎h(huán)節(jié)：學(xué)生分組模擬電話對話角色分配將學(xué)生分為A、B兩組：A組：扮演客戶B組：扮演接線員/客服場景設(shè)置酒店預(yù)訂電話航班改簽電話產(chǎn)品投訴電話業(yè)務(wù)咨詢電話評分標(biāo)準(zhǔn)語音語調(diào)的自然度專業(yè)詞匯的正確使用禮貌用語的應(yīng)用問題解決的有效性整體溝通的流暢度每組演練5分鐘，然后教師和其他學(xué)生進(jìn)行點(diǎn)評。重點(diǎn)關(guān)注實(shí)用性和真實(shí)性，鼓勵學(xué)生在實(shí)際情境中靈活運(yùn)用所學(xué)內(nèi)容。練習(xí)題：選擇合適的電話用語填空1對話一A:"Goodmorning,TechSolutions.HowmayIhelpyou?"B:"Hello,______totheSalesDepartment,please?"選項(xiàng)：a)canyoutransfermeb)Iwanttotalkc)giveme2對話二A:"I'msorry,Mr.Zhangisinameetingrightnow."B:"Isee.______?"選項(xiàng)：a)Callhimtellmeb)Whenhefreec)CouldIleaveamessage3對話三A:"I'mhavingtroublehearingyou.______?"B:"Ofcourse.Isthisbetter?"選項(xiàng)：a)Speakbigb)Couldyouspeakuppleasec)Youtooquiet這類練習(xí)旨在幫助學(xué)生識別并運(yùn)用恰當(dāng)?shù)碾娫捰谜Z。通過選擇題形式，學(xué)生可以比較不同表達(dá)的得體性，加深對正確表達(dá)的理解。練習(xí)題：根據(jù)情景寫電話對話情景一：預(yù)約醫(yī)生角色：患者與診所接