商务英语课程课件Unit3教学内容.ppt

商务英语课程课件Unit3Weneedtodiscusssomequestionsaboutwhatwearegoingtolearninthisunit.Sure,thatllhelpusunderstandbetteraboutwhatweareaskedtodo.1)Work with your partner to work out as many business 1)Work with your partner to work out as many business telephone tips as you can.For example:telephone tips as you can.For example:Try to identify a convenient time to call the person.Try to identify a convenient time to call the person.Try to speak slowly and clearly.Try to speak slowly and clearly.1.Starting Up 1)Whichtelephonetipsyouhavelistedareimportant?Why?2)Whichofthetipsdoyoualreadyfollowwhenmakingorreceivingaphonecall?3)Whatdoyouthinkarethedifferencesbetweenbusinesscallsandpersonalcalls?4)Doyouagreethatestablishingapositivetelephoneimageis5)veryimportantforacompany?Why?2.DiscussthefollowingquestionsWhen you answer the phone in the office PickitupafterthreeormoreringsPickitupafterthefirstringorsecondringImmediatelyaskwhoiscallingandwhattheywantSayyourcompanynameand/ordepartmentJustsay“hello?”HaveapencilandpaperreadysothatyoucantakenotesTrytosoundfriendlyandhelpfulSpeakquicklysothatthecallissoonoverSpeakclearlyandslowly Read the list of tips and decide which are DOS and which are DONTS.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.WAYS OF ANSWERING THE TELEPHONE IN A COMPANY Good morning/afternoon!Golden Star International Good morning/afternoon!Golden Star International (=company name).(=company name).Hello,Sales Department(=name of department).Hello,Sales Department(=name of department).Peter Johnson(=name of manager in own office).Peter Johnson(=name of manager in own office).WAYS OF FINISHING TELEPHONE CONVERSATIONS Bye.Bye.Goodbye.Goodbye.OK,bye.OK,bye.Ill get back to you later on.Ill get back to you later on.See you on Thursday,then See you on Thursday,then OK,thank you for calling.Ill make sure you get a new price OK,thank you for calling.Ill make sure you get a new price list immediately.Bye.list immediately.Bye.MAKING BUSINESS CALLSDosDos-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 thats been made.-Make sure you sound POLITE and AGREEABLE.-Make sure your call is BRIEF.-Make sure that you sound EFFICIENTyour firms image may be at stake,even if youre just taking a message.-Smile while youre 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 Donts-Dontleaveaphoneringingformorethanfourrings-Donttrytobefunnyyoumaybemisunderstood.-Dontinterrupttheotherperson:letthemfinishwhattheywanttosay.-Donttalktoofast.-Dontdoothertasksatthesametimeyouarecalling.Concentrateonthecaller!-Ifthecallwastransferred,dontpassaclientfromonepersontoanother.-Dontleaveacalleronholdforlongperiodsoftime.Ifyouaregoingtotaketimetohelpacallerasfortheirtelephonenumberandcallthembackwhenyouareabletohelp.-Dontpretendyouhaveunderstoodwhenyouhavent.-Dontrelyonyourmemory:makenotesduringacallandrewritethesenotesimmediatelyafterwardsasarecordofthecall.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?Have you covered the essential points?Is the information youre giving correct?Is it the kind of call you would like to receive yourself?Inthispartyouwilllistentoapassageabouttelephonemannersandatelephoneconversation.Trytofinishtheexerciseswhilelistening.Are you ready?Are you ready?Problem Problem QuestionsQuestionsConversation 1Conversation 1Conversation 2Conversation 2Conversation 3Conversation 3Conversation 4Conversation 4Conversation 5Conversation 5Hes on another line.Can I hold?She speaks too quickly Could you speak more slowly?Can I leave a message?He cant hear himIts bad line.Could you speak up?Can you call back?Its the wrong number.None!Hes left the company.Would you like to speak to the new man?Can you spell that for me?Listentothefivephoneconversationsandmakeanoteoftheproblemsthespeakerfacesandquestionsthespeakersusetosolvesomeoftheproblems.00431)What are telephone conversations expected to do?2)What should you do first when you make a business call?3)If youre routed to a receptionist or operator,whose name should also be included?4)When you are connected with the person,what do you need to do?3.1.1Listentothepassageandanswerthefollowingquestions.They are expected to follow certain rules of etiquette to help make the experience pleasant and productive for all those involved.You should first identify yourself and your company.The name of the person youre trying to reach.You need to state the purpose of your call and then be sure to ask if you are calling at a convenient time.5)How should you answer the phone?6)When receiving an incoming call,what might be easier on the listener?7)What should you do if you have to leave a message or voice mail for someone?You should make sure your first vocal impression is a good one by trying to answer the phone as pleasantly and professionally as possible.It might be easier on the listener to say,“Thank you for calling Pacific Edge International.This is Mary Robert.How may I help you?”You should speak clearly and slowly and leave your name,phone number,and a brief message.CallerPersoncalledOriginalappointmentResultofchangeNewarrangement Bob RossAndrea BrickwoodOn FridayAustralian visitor with change of itinerarymeeting on Tuesday 12 June,11.303.1.2Listentoatelephoneconversationandcompletethetablebelow.1)As you listen,complete the table below.Nameofpersoncalled Nameofcaller Reasonforcalling Resultofcalling Mr Taylor(who is on a business trip abroad and will not be back in the office till Friday)Mr Yao calling from China.Mr Yao wont be arriving in London till quite late this Friday,at 1 local time.Ask whether Mr Taylor will still be able to meet him at the Gatwick Airport.Also inform the Hilton Hotel about itLeave a message to Mr Alison,Mr Talors assistant 2)Fill in the missing parts with up to three words.Business telephone _differ from at-home telephone manners in_.When answering a_,an assistant or secretary gives his or her_,“Mr Browns office.May I _you?”If people answer their phones_,they usually _:“Hello,this is Peter Brown,”or_,“Peter Brown.”The_ identifies himself or herself in this case,as with a_or _call:“Hello.This is David Taylor.Is Mr.Brown_?”or Hello,Mr.Brown.This is David Taylor.Im _the Brownstone Company.”As with an _call,it is _to ask the caller,“May I ask who is_,please,”if he or she_ to identify himself or herself.In an_,a secretary or assistant may also ask,“May I ask what this call is_?”or less_,“Will Mr.Brown know what this call is_?”Although it is not _to tie up a telephone line for long_,it should be _in the_.Long personal conversations are not only_,but also wasteful of the time that _the company,not to the_.mannersseveral waysbusiness callemployers namehelpdirectlyidentify themselves simply callerpersonalsocialwithinat-homecorrectcalling fails officein reference tobluntly aboutcourteousat homeparticularly avoidedofficeout of placebelongs toemployee1.Why is the telephone considered to be one of the most powerful,efficient and cost-effective business tools you have at your disposal?Practicing good business telephone skills helps encourage clear lines of communication,build rapport and avoid misunderstandings.2.Which do you think are the five most important tips?(Open)3.Which of the tips do you disagree with?Why?(Open)4.Which of the tips do you already follow when making or receiving call in English?(Open)5.Which of the points do you feel least confident about if youre using English on the phone?(Open)6.What aspects of telephoning in English can be improved by more practice?Almost all the aspects can be improved by more practice.7.Can you add more tips as advice when making business calls?(Open)2.Readthepassage(3.3)andanswerthefollowingquestions:Inthispartyouaregoingtoreadtwodialoguesinpairsandthenyouwillbeaskedtoanswersomequestionsaboutwhatyouhaveread.Pleasereadlouder!3.2.1 DialogueMark is calling Peter to talk to him about something urgent.Mark is calling Peter to talk to him about something urgent.1)Who did Mark talk to in the telephone conversation?The receptionist and Peters secretary.2)Who did Mark want to speak to?He wanted to speak to Peter Brown.3)Why couldnt Mark talk to Peter?He was out for a meeting and wouldnt be back till 3.4)Why did Mark want to talk to Mr Brown in person?Because he wanted to talk to him about something rather urgent.5)Why didnt Mark try Mr Browns mobile phone?He did,but his mobile phone was off all the time.6)What did Mark ask the secretary to do?He asked the secretary to tell Mr Brown to call him back as soon as he returned.3.2.1 DialogueCarl and Steve are talking about how to make business calls effectively.Carl and Steve are talking about how to make business calls effectively.1)Why do many businesses consider the telephone as their important link with their customers？Because a telephone call is very often the first contact a potential customer has with a business.2)What functions do business telephone calls play?Orders are taken,progress is checked,suppliers are contacted,advice is requested and given,and complaints are heard.3)What advantages does using the telephone for company business have over writing letters?The telephone is less expensive;and the telephone projects a live voice,a real person,who can both listen and respond to a situation.4)What is the potential problem that telephone communication poses?It may project the wrong image or attitude.5）Why cant you spend time talking around your subject or about the weather in a business call?The call is made because someone has a request or problem,we should get to the point just as quickly as you would in a business letter.6)How would you react if the other person on the line is rude and hostile?(Open)Inthispartyouaregoingtolearnhowtowritememos.PURPOSES THAT MEMOS SERVE The term“memo”(short for The term“memo”(short for memorandummemorandum)is used to describe)is used to describe the standard format of internal communication,which an the standard format of internal communication,which an organization uses for its own staff.Memos usually serve the organization uses for its own staff.Memos usually serve the following purposes:following purposes:Give instructions or notify events which have occurred;Seek information Offer ideas and suggestions General Format of Memos Usually a memo should contain headings,which follows this Usually a memo should contain headings,which follows this general format:general format:TO:-Identify the receiver of the memo;FROM:-Identify the sender of the memo;DATE:-Serves as a record of when information is forwarded;SUBJECT:-Indicate the topic of the memo.1.Keep memos short.Use short words and short sentences.Deal with only one idea in any one paragraph.Complete sentences are not essential.If you list points you use fewer words.2.State your purpose clearly.Write an informative subject line and present your material in order of importance.Divide your data into sections and number each point if this clarifies a sequence or ranks the information.Use subheadings to achieve this result in longer memos.Use face-to-face language.Use the active tense.Be direct and personal.Let your memos be more like an extension of conversation.4.Monitor background signals and tone.Memos contain non-verbal messages whether you want them to or not.Before you send a memo,read it aloud to yourself or to a colleague.It sounds artificial,or like a parent chastising a child,rewrite it.5.Allow sufficient time for replies.Step 1:Identify the task Read the memo instruction carefully;Specify the purpose of the memo.Step2:List the points List the points to be covered in the memo;Arrange the points in a logical order;Add any part if necessary.Step 3:Write the memo Fill in the layout with all points above;Use brief but complete sentences;Use appropriately polite tone.Step 4:Check the memo.MEMORANDUMMEMORANDUMTO:Peter Johnson,Sales ManagerFROM:Susan Button,Personnel Training OfficerDATE:January 2,2011SUBJECT:Sales staff to attend letter-writing course May 17-18 Yes,Peter,we have budgeted for three staff from your section to attend the advanced letter-writing course.Because this is an advanced program it is essential that all participants have completed at least one basic letter-writing program in the past year.It does not matter whether the basic course was one of ours or one run by another organization.Please let me know by January 25:1.the name of each person who will be attending;2.what courses on letter writing each individual has attended previously;3.the date and duration of each course attended;4.where the course was held.Thanks,Peter.As soon as I have the three names,I will contact each participant personally and pass on full details.Sample MemoMEMORANDUMTO:Peter Johnson,Sales ManagerFROM:Susan Button,Personnel Training OfficerDATE:January 2,2011SUBJECT:Sales staff to attend letter-writing course May 17-18 Yes,Peter,we have budgeted for three staff from your section to attend the advanced letter-writing course.Because this is an advanced program it is essential that all participants have completed at least one basic letter-writing program in the past year.It does not matter whether the basic course was one of ours or one run by another organization.Please let me know by January 25:1.the name of each person who will be attending;2.what courses on letter writing each individual has attended previously;3.the date and duration of each course attended;4.where the course was held.Thanks,Peter.As soon as I have the three names,I will contact each participant personally and pass on full details.MEMORANDUMMEMORANDUMTO:Department ManagersTO:Department ManagersFROM:Edward Smith,Human Resources Manager,FROM:Edward Smith,Human Resources Manager,DATE:26 MayDATE:26 MaySUBJECT:In-service E-commerce training SUBJECT:In-service E-commerce training From June 10 E-commerce Class will be held on Saturdays for five From June 10 E-commerce Class will be held on Saturdays for five weeks.There will be 2 groups:intermediate level and advanced level.weeks.There will be 2 groups:intermediate level and advanced level.Please encourage your staff to attend one of the sessions.All teaching Please encourage your staff to attend one of the sessions.All teaching materials will be provided for free.materials will be p