商务英语课程UnitBusinessCall.ppt

LearningObjectivesPracticingtheroutineformulasusedformakingbusinesscallsUnderstandingbusinesstelephonemannersandetiquetteWritingamemo Follow-up PracticeFollow-up Practice Writing TaskWriting TaskWeneedtodiscusssomequestionsaboutwhatwearegoingtolearninthisunit.Sure,thatllhelpusunderstandbetteraboutwhatweareaskedtodo.1.Discuss the following questions1）Discussinpairsorgroupswhatkindofphonecallsyouwouldliketoreceive.2）Beforemakingabusinessphonecall,whatpreparationsdoyouthinkarenecessary?3）Exceptthelanguageyouuseinaphoneconversation,whatelsecancontributetotheimpressionmade?1.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:GOLDENRULESPlanyourcallbymakingnotesbeforehand.Talkslowlyandclearly.Listencarefullytowhattheotherpersonsays.Notedownimportantdetails(numbers,spellings,datesandtimes,etc.).Checkbackthatyouhaveunderstoodimportantdetailscorrectly.Followupthecallwithafax,e-mailorletter,confirmingthedetails.BEFOREMAKINGACALL 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.WAYSOFANSWERINGTHETELEPHONEINACOMPANY-Goodmorning/afternoon!GoldenStarInternational(=companyname).-Hello,SalesDepartment(=nameofdepartment).-PeterJohnson(=nameofmanagerinownoffice).WAYSOFFINISHINGTELEPHONECONVERSATIONS Bye.Goodbye.OK,bye.Illgetbacktoyoulateron.SeeyouonThursday,thenOK,thankyouforcalling.Illmakesureyougetanewpricelistimmediately.Bye.MAKINGBUSINESSCALLSDos-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.MAKINGBUSINESSCALLS Donts-Dontleaveaphoneringingformorethanfourrings-Donttrytobefunnyyoumaybemisunderstood.-Dontinterrupttheotherperson:letthemfinishwhattheywanttosay.-Donttalktoofast.-Dontdoothertasksatthesametimeyouarecalling.Concentrateonthecaller!-Ifthecallwastransferred,dontpassaclientfromonepersontoanother.-Dontleaveacalleronholdforlongperiodsoftime.Ifyouaregoingtotaketimetohelpacallerasfortheirtelephonenumberandcallthembackwhenyouareabletohelp.-Dontpretendyouhaveunderstoodwhenyouhavent.-Dontrelyonyourmemory:makenotesduringacallandrewritethesenotesimmediatelyafterwardsasarecordofthecall.CHECKLIST FOR BUSINESS PHONE CALLS Doyousoundagreeable,politeandefficient?Doyousoundnaturalandsincere?Doesyourtonecreatetherightimpression?Areyouspeakingclearly?Haveyoucoveredtheessentialpoints?Istheinformationyouregivingcorrect?Isitthekindofcallyouwouldliketoreceiveyourself?Inthispartyouwilllistentoapassageabouttelephonemannersandatelephoneconversation.Trytofinishtheexerciseswhilelistening.Are you ready?Are you ready?1)Whataretelephoneconversationsexpectedtodo?Theyareexpectedtofollowcertainrulesofetiquettetohelpmaketheexperiencepleasantandproductiveforallthoseinvolved.2)Whatshouldyoudofirstwhenyoumakeabusinesscall?Youshouldfirstidentifyyourselfandyourcompany.3)Ifyoureroutedtoareceptionistoroperator,whosenameshouldalsobeincluded?Thenameofthepersonyouretryingtoreach.4)Whenyouareconnectedwiththeperson,whatdoyouneedtodo?Youneedtostatethepurposeofyourcallandthenbesuretoaskifyouarecallingataconvenienttime.3.1.1Listentothepassageandanswerthefollowingquestions.5)Howshouldyouanswerthephone?Youshouldmakesureyourfirstvocalimpressionisagoodonebytryingtoanswerthephoneaspleasantlyandprofessionallyaspossible.6)Whenreceivinganincomingcall,whatmightbeeasieronthelistener?Itmightbeeasieronthelistenertosay,“ThankyouforcallingPacificEdgeInternational.ThisisMaryRobert.HowmayIhelpyou?”7)Whatshouldyoudoifyouhavetoleaveamessageorvoicemailforsomeone?Youshouldspeakclearlyandslowlyandleaveyourname,phonenumber,andabriefmessage.3.1.2Listentoatelephoneconversation.Asyoulisten,completethetablebelow.CallerPersoncalledOriginalappointmentResultofchangeNewarrangementBobRossAndreaBrickwoodOnFridayAustralianvisitorwithchangeofitinerarymeetingonTuesday12June,11.30Inthispartyouaregoingtoreadtwodialoguesinpairsandthenyouwillbeaskedtoanswersomequestionsaboutwhatyouhaveread.Pleasereadlouder!3.2.1DialogueMark is calling Peter to talk to him about something urgent.1)WhodidMarktalktointhetelephoneconversation?ThereceptionistandPeterssecretary.2)WhodidMarkwanttospeakto?HewantedtospeaktoPeterBrown.3)WhycouldntMarktalktoPeter?Hewasoutforameetingandwouldntbebacktill3.4)WhydidMarkwanttotalktoMrBrowninperson?Becausehewantedtotalktohimaboutsomethingratherurgent.5)WhydidntMarktryMrBrownsmobilephone?Hedid,buthismobilephonewasoffallthetime.6)WhatdidMarkaskthesecretarytodo?HeaskedthesecretarytotellMrBrowntocallhimbackassoonashereturned.3.2.1DialogueCarl 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 SERVETheterm“memo”(shortformemorandum)isusedtodescribethestandardformatofinternalcommunication,whichanorganizationusesforitsownstaff.Memosusuallyservethefollowingpurposes:Giveinstructionsornotifyeventswhichhaveoccurred;SeekinformationOfferideasandsuggestionsGeneralFormatofMemosUsuallyamemoshouldcontainheadings,whichfollowsthisgeneralformat: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.GUIDELINES 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.3.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.WritingSteps 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.SampleMemoMEMORANDUMTO:DepartmentManagersFROM:EdwardSmith,HumanResourcesManager,DATE:26May,2006SUBJECT:In-serviceE-commercetrainingFromJune10E-commerceClasswillbeheldonSaturdaysforfiveweeks.Therewillbe2groups:intermediatelevelandadvancedlevel.Pleaseencourageyourstafftoattendoneofthesessions.Allteachingmaterialswillbeprovidedforfree.PleasesendmethenamesofallinterestedstaffbynextFriday.Thesestaffwilltakeatesttheweekbeforethecoursestarts.Enclosure:TeachingProgram Asking him to visit the dispatch department and urging them to dispatch the order;Specifying the goods,quantity and the deadline for dispatch;Adding any relevant information you can think of;Write 50-60 words.WritingPractice You are the Sales Manager of a foreign trade company.Recently you received a fax from an American customer complaining of the late delivery of his Order No.566 for 2000 color TV sets.Then you looked into the matter and found it was the fault of your dispatch department.Write a short memo to your assistant,Alan Chen:PracticemakesperfectWewillpracticewhatwehavelearntinthisunit.Yes,letsdoit!1.QuestionsandAnswersWhatwouldyousay?1.A:Good morning.Marketing Managers Office.Can I help you?B:_ 2.A:May I ask whos calling,please?B:_3.A:_ B:Do you know when he will come back?4.A:Im sorry,Ive no idea.Would you like to leave a message?B:_5.A:Hello,Ms Jones.What can I do for you?B:_6.A:Mr Smith is tied up on another line.Could I put you on hold for a minute?B:_7:A:_ B:Sorry,theres no one by the name of Henry here.8.A:_ B:Sorry the line is engaged.9.A:Could you put me through to the managers office?B:_10.A:Im afraid he isnt in at the moment.What can I do for you then?B:_ 2.Making appointments using diariesDirections:With a partner,making appointments for next week using these diaries.After you have finished this activity,make appointments with your partner using your own diary.PersonAMon12Tues13Wed14Thurs15Fri169:00freemeetcustomerfreebusinesstripvisitfromCBB11:00meeting1:00plantvisitsectionmeetingsalesmeeting3:00free5:00freefreePersonBMon12Tues13Wed14Thurs15Fri169:00staffmeetingwritereportfreeplantvisitmeeting11:00meetcustomervisitfromABM1:00budgetmeetingvisitICBfreefree3:00visitplant5:00 3.Presentation PracticeWork with your partner or in a small group to discuss one of the following topics.After discussion,choose representatives to give a short presentation on the topics you have discussed.The differences between personalcallsandbusinesscalls Howtoplaceandreceivetelephonecallsexpertly?Myadviceonmakingbusinesscalls 4.Translation Practice1.我打电话是想看看你是否有空和我面谈你们明年销售计划的事情。Im calling to see if you have any time to meet with me to discuss your sales plan next year.2.我有些很重要的事情要和王先生核对一下，这事很急，下午2点前我必须与他取得联系。I have something very important to go over with Mr Wang.Its urgent.I have to reach him before 2 oclock.3.我们经理正忙得脱不开身。请留下你的姓名和电话号码，我请他有空就给你回电。Our manager is tied up at the moment.If you leave your name and phone number,Ill have him call you back as soon as hes available.4.如果我现在就打电话告诉他我们要撤消订货怎么样？What if I call him now and tell him that we want to cancel the order?5.商务电话被看作是与客户进行联系的极其重要的纽带。Business calls are regarded as the most important link with customers.6.我们许多商务工作，如接订单、检查进展情况、与供货商联系、征求和提出建议、处理投诉，都是通过电话进行。A lot of our business work,such as taking orders,checking progress,contacting suppliers,requesting and giving advice,and hearing complaints,is done all over the telephone.7.使用电话处理公司业务与写信相比有许多优点。Using the telephone for company business has many advantages over writing letters.8.正因为每天许多人通过电话做生意，所以树立良好的电话形象对公司的成败尤为重要。Since every day quite a few people transact business over the telephone,establishing a positive telephone image is obviously important to the success of the company.9.打商务电话时，不需拐弯抹角。正如在商务书信中一样，开门见山，切入要点。In a business call you dont need to spend time talking around the subject.Just get to the point as you would in a business letter.10.有时一些客户的要求毫无道理。但是只要我们尽量有礼貌、客气，同时也能心平气 和，我们甚至可以留住他们中的一些作为今后的客户。Sometimes some customers demands are unreasonable.As long as we try to be polite,courteous and even disarming at the same time,we can retain even some of these individuals as future customers.5.Role Play1)Work in pairs.A is going to the United States for a short training course.A receives a phone call from B,a business friend whom A knows quite well.B invites A to visit his or her company during As stay in the United States.A is talking on the phone about the arrangements.The following points should be covered in the phone conversation.greeting information about your stay in the United States inviting and accepting invitation arranging the time and place of the visit saying good bye2)YouarecallingtheABCCompanyabouttheadforsalespersons.Youwanttoapplyfortheposition.Inquireasmuchinformationasyouneed.3)YouwillbegoingoverseasnextweekonabusinesstripandyouwanttomeetwithMrNelson,yourcustomerinLondon,todiscussaboutyoursalesplannextyear.Callhimuptomakeanappointment.4)Youarephoningoneofyourcustomerswhomyouhavesomethingurgenttotalkto.However,he/sheisnotin.Leaveyournameandnumber.