商务英语培训.pdf

《商务英语培训.pdf》由会员分享，可在线阅读，更多相关《商务英语培训.pdf（83页珍藏版）》请在淘文阁 - 分享文档赚钱的网站上搜索。

1、如何表达同情How to express sym pathyIfs hard enough finding the right words to use in response to bad news in onesown language,but its even harder in a foreign language.Sometimes,you willhave to react to bad news on the spot.What do you say?We look at some of thetypical phrases for everyday occurrences an

2、d for more serious situations.在听到坏消息的时候，用自己的母语我们都很难找出正确的话语做出反应，用外国语言来说就更难了。有时候，你必须得马上就坏消息做出反应。你会说什么呢？下边我们来看一下针对一些日常小事情和一些更为严重的情况时所用到的常见短语。We start with two minor upsets:1.You colleague tells you she had to cancel her plans to go to the theatre thisevening.Thats too bad.2.Your colleague explains how

3、she lost her report when the computer crashed.Shes been working on it for three hours.Oh,you poor thing.I know just how you feel.Now,w e look at more serious upsets:3.A colleague didnt receive the expected promotion.Im so sorry to hear that.You must feel terrible.4.A colleague tells you that he has

4、made a really serious mistake in the reporthes just sent out.Ohf how awful,but it could have happened to any one of us.Finally,w e look at the m ost serious situ ations:Although it is best to put condolences in writing,sometimes it*s just not possible,often because you only hear about the situation

5、when you meet the person.Aswith a letter of condolence,its often best to keep to the expressions thateveryone uses;they are usually more comforting than ignoring the situation.5.A colleagues husband has died.I am so sorry about your husband,Sharon.I dont know what to say.6.A colleague has learned th

6、at she has a serious illness.Paul,I am so sorry.What a terrible piece of news.7.A colleague has just been fired.I am so terribly sorry to hear what happened.What a dreadful shock.打错电话时怎么办I ntroduction 介绍If you dial the wrong number it can be confusing and embarassing.But how doyou find out that youv

7、e made a mistake?And how can you check to besure?Imagine youve dialled the wrong number.What might the person whoanswers your call say?What would you say in reply?如果你打错了电话，会觉得困惑和尴尬的。但是你要如何才能发现你犯了错误呢？你要如何确认呢？想 象 下，如果你打错了电话，听电话的人会如何说?你又会如何应答呢？You must have the wrong number Is that not 556 8790?No its

8、555 8790 Sorry about that II must have dialled the wrong number|Can I help you?|Im sorry,youve got the wrong numberd A 4 t.i His direct number is.IIII try and put you through|.JSorry to have troubled you IExam pies 示范Now listen to two more telephone conversations.Both conversations containphrases yo

9、u might hear if you dial a wrong number.As you listen,see if you canhear some of the phrases above.现在听下边两个电话对话。这两个对话中都有一些在你打错电话时有可能会听到的短语。在听的时候，看看你是否能听到上边的一些短语哦。(1)Male:Hello,this is the press office.Michelle:Rachel Allsop please.Male:Tm sorry,You m ust have the wrong number.Theres no-one of that na

10、mehere.Michelle:Oh.Can I check the number Ive got.is that not 5568790?Male:No,ifs 5558790.Michelle:Oh sorry about that.I must have dialled the wrong number.Male:No problem!Bye!(2)Male:Hello,press office,can I help you?Ruth:Hello.Paul Richards,please.Male:Im sorry,youve got the wrong number,but he do

11、es work here.Ill tryand put you through.I n future his direct number is 5558770.Ruth:Did I not dial that?Male:No you rang 5558790.Ruth:Oh,sorry to have troubled you.Male:No problem.Hang on a moment and 1 1 1 put you through to PauTsextension.Ruth:Thanks.被称赞时如何回应当你穿着新买的衬衣去参加朋友举办的宴会时，大家都纷纷赞叹“what an a

12、ttractive newblouse好漂亮的衬衣啊。这时候你应该如何回答呢?国内的人多半会说“Oh,its just an inexpensive one that Igot on sale”这是我在打折时买的便宜货或者 I really dont think it looks so goodon me我不认为它穿在我身上看起来特别漂亮。不过在英文说法中却不常有这么谦让的说法，通常在别人称赞自己时，只要简单地说“谢谢”就可以了以下是一些应答示范I appreciate the compliment.谢谢你的称赞。Its nice of you to say s o.很高心你这么说。Thank

13、 you for saying s o.谢谢你这么说。Im glad you like i t.很高心你喜欢它。Thank yo u.谢谢。Thanks.谢谢。电话留言I ntroduction 介绍I n this section well learn some phrases you might hear if the person you wish tospeak to is busy.Imagine you work as a receptionist and you receive a call forsomeone who isn*t there.What might the ca

14、ller say,and what would you say inreply?这一节会学习到一些短语，如果您打电话话要找的人在忙碌时，就有可能会听到这些短语。想象如果你是接线员，你接到了一个电话，不过要找的人不在，打电话的人有可能说什么，而你又将如何回复呢？Can I spedk to 二 please?|Can I help?Im afraid hes in a meeting ICan you call Wck later?Can I take a message?Could you tell him that.ICan I take your number;please?IOkay,I

15、ll make sure he gets the messageExam pies 示范Now listen to a telephone conversation between the finance department of acompany and Jennifer McAndrews.Jennifer wants to talk to Adrian Hopwood buthes not available so she has to leave a message.As you listen,see if you canhear some of the phrases above.

16、现在听一个Jennifer McAndrews和一家公司财务部的电话对话。Jennifer想要找AdrianHopwood,不过他不在，所以她必须留个信息。在听对话的时候，看看您是否可以听到上边的一些短语。如果看不到上边的播放器，请点这里下载语音（按鼠标右键另存为；或者用下载软件下载）CLAI RE:Hello,finance departmentFEMALE:Hello,can I speak to Adrian Hopwood,please?CLAI RE:Im afraid hes in a meeting at the moment.Can I help?FEMALE:No I nee

17、d to talk to Mr Hopwood,I think.What time will he be out ofthe meeting?CLAIRE:In about an hour.Can you call back later?FEMALE:Okay,Ill do that.CLAI RE:Or can I take a message?FEMALE:Actually,would you mind?Could you tell him that Jennifer McAndrewscalled and that Im in the office all day if he could

18、 call me back.CLAI RE:Can I take your number,please?FEMALE:Yes,ifs 5556872.CLAI RE:5556872.Okay,Ill make sure he gets the message.FEMALE:Thanks very much for your help,bye!CLAI RE:Goodbye!如何用英语接通电话I ntroduction 介绍This section features phrases you might hear when you telephone a companyhoping to talk

19、 to someone.Think Imagine you are calling a company and wantto speak to someone who works there.Can you think of any phrases you mightuse,or that you might hear?这一部分内容介绍一些您打电话到其它公司希望和他人通话时有可能会听到的一些短语。想象一下你打电话到一个公司，想要和在那家公司工作的某个人说话。您能想到一些也许会用到，或者会听到的短语吗？please?|Please hold|ril just put you throgjllIl

20、l see If hes in Could I speak to.please?I,.-J Just a second|Who shall】say is calling?|.the phone for you|Can I speak tojplease?Hang on a moment|Exam pies 示范Now listen to two conversations.In the first conversation Richard Davies iscalling the marketing department of a company and wants to be put thr

21、ough toRosalind Wilson.I n the second conversation Mike Andrews wants to talk toJason Roberts in the marketing department.As you listen,see if you can hearsome of the phrases above.现在听两个对话，在第一个对话中，Richard Davies打电话到一家公司的营销部，希望能接通Rosalind Wilson的电话。在第二个对话中，Mike Andrews想要和在营销部的JasonRoberts通话。在听对话的时候，看

22、看您是否可以听到上边的一些短语。(1)OPERATOR:Hello,you*ve reached the marketing department.How can I help?RICHARD DAVI ES:Yes can I speak to Rosalind Wilson,please?OPERATOR:Whos calling please?RICHARD DAVIES:Its Richard Davies hereOPERATOR:Certainly.Please hold and Ill put you through.RICHARD DAVIES:Thank you.(2)OPE

23、RATOR:Hello,marketing.How can I help?Ml KE ANDREWS:Could I speak to Jason Roberts please?OPERATOR:Certainly.Who shall I say is calling?Ml KE ANDREWS:My names Mike Andrews.OPERATOR:Just a second-Ill see if hes in.Hello,Jason,Ive got Mike Andrewson the phone for you.OK-Ill put him through.Hang on a mo

24、ment,Im justputting you through.如果看不到上边的播放器，请点这里卜载语音（按鼠标右键另存为或者用下载软件下载）Practise:Choose the one correct answ er 练习：选择一个正确的答案1.When you telephone a company the person answering the phone may askyou a question.Which is the correct question?A.Whos calling please?B.Who calls?C.Who it is?D.Who called?2.Wh

25、ich phrase means the same as hang on a moment?A.Just a secondB.Ill put you onC.Go aheadD.Tm ready3.Choose the correct word:u P I ease.and I ll put you through.HA.stopB.stayC.talkD.hold4.What is the expression used to connect two people on the telephone?A.Im sending you throughB.Im putting you throug

26、hC.Im calling you throughD.Tm talking you through第一节接通电话练习答案和解释1.When you telephone a company,the person answering the phone may ask youa question.Which is the correct question?A.Whos calling please?:Correct-thisisa polite way to ask for someonesnameon the phone.B.Who calls?:Wrong-because the call i

27、s happening now,we dont use thepresent simple tense here.C.Who it is?:Wrong-check the word order here.D.Who called?:Wrong-the call is still happening,so we dont use the past tensehere.2.Which phrase means the same as hang on a moment1?A.Just a second:Correct-you say thisif you want someone to wait a

28、 short time.B.Ill put you on:Wrong-you can say Ill put you on hold*but not TH put you on.C.Please hold off:Feedback:Wrong-we dont say Please hold off*here.D.Please ready:Wrong-ready isan adjective and you need a verb here.3.Choose the correct word:Please.and Ill put you through.A.stop:Wrong-we dont

29、use stop to mean waif on the telephone.B.stay:Wrong-you can say Please stay on the line but not simply stay：C.talk:Wrong-the person answering wants the caller to wait until she hastransferred the call.D.hold:Correct-you can say thisif you want someone to wait on the telephone.4.What is the expressio

30、n used to connect two people on the telephone?A.Im sending you through:Wrong-We don*t use send for telephoneconversationsB.Im putting you through:Correct-Thisisthe phrase we use when we transfer acall to someone.C.Im calling you through:Wrong-You cant say call someone through.D.Im talking you throug

31、h:Wrong-If you talk someone through something,youexplain it to them.处理生气者的来电One of the most difficult tasks on the telephone is dealing with angry callers.The person may be angry because a mistake has been made on their order,ashipment received has damaged products,an order or samples have beendelay

32、ed,or a variety of other business problems have occurred.在电话处理中最困难的是处理抱怨的电话，对方可能因为他们的订单发生错误、收到的货中有损坏的产品、一个订单或样本被延迟或生意上的其它问题而生气。Unfortunately,the specific person in charge of that customer is oftenunavailable or unwilling to take the call.If you are the one who has answeredcall,it will become your jo

33、b to deal with the angry caller even though the callermay not be your specific customer and you may not be responsible for theproblem.None-the-less,the caller is a customer of your company.They shouldbe handled politely and professionally in order to maintain your business withthem.不幸的是负责该业务的人常常不能或不

34、愿意去接听这类的电话。如果你接了这些电话，处理生气者的来电就变成你的工作。尽管这个打电话的人可能不是你接手的客户，你可能也不须对这个问题负责，但他还是你们公司的客户，为了维持你们的生意往来，你要礼貌且专业的处理他的问题。One of the most important things that you must do when handling this kind ofcaller is to help them to calm down and feel less angry.You should start byspeaking to them politely and listening

35、 carefully to everything they say.If youthink your company will need more information about the situation than thecaller has not given you to check the problem,then you should ask questions toget that information.This will show the caller that you are truly concerned abouttheir problem.It will give

36、the caller the feeling that you company is going to takeaction to solve the problem.And that will help to calm the angry caller down.当你处理这类生气者的电话时，最重要的是，你必须帮助他们安静下来并且让他们缓和情绪。首先你应该有礼貌地跟他们说话，并旦仔细地听他们说的每件事，如果你认为你们公司需要对方提供给你更多的信息去确认问题，那么你应该询问相关的信息。这会使生气者感觉到你是有诚心关心他的问题，也让他认为你们公司会有行动去解决问题。而且这可以让生气者冷静下来。An

37、other important thing that you must do when handling this kind of caller is toshow empathy for their situation.To show empathy means let the caller knowthat you understand their complaint and that you understand how upset theymust feel about something.One thing you must never do is to show sympathy.

38、Showing sympathy means to let the caller know that you understand theircomplaint and that you agree that they have a good reason for being angry atyour company.When you show sympathy by agreeing with the customer,youcan cost your company a lot money.What you would be doing by showingsympathy is agre

39、eing that your company is responsible for a problem.Anexample of sympathy would be to say,Im very sorry that we sent youdamaged products.*An example of empathy would be to say,Im very sorrythat the products you received were damaged.*Never admit responsibilityunless you are absolutely sure that your

40、 company is indeed responsible.At thetime of the call,it is impossible for you to be sure that your company isresponsible since your company has not yet had a chance to investigate and findout what caused the problem.此外你必须站在他们的立场处理这件事，让他们知道你了解他们抱怨并知道他们是多么沮丧。有一件事你绝不要去做的是展现你的同情心，展现同情心会让生气者认为你了解他们的抱怨，并

41、同意他们对公司抱怨是正确的，当你展现同情心，你可能要花费你们公司很多钱。因为你所能展现的同情心是承认你的公司对该问题要负责。举个展现同情心的例子”我很抱歉送给你们一个损坏的产品”。另一个展现同情心的说法。我很抱歉你收到的产品有损坏%不要承认责任除非你确信你们公司确实须对此事负责。在电话上你是无法确定公司是否该负任何责任，因为你们公司还没有机会去调查并找出是什么造成这个问题。Take careful notes during the phone call.Before you end your call,confirm anyinformation that the caller has tol

42、d you,confirm what follow up action you willtake like giving the message to the person in charge of that customer,and thankthe caller for calling.Then,be sure to follow through with the follow-up that youhave promised A.S.A.P.!在电话上详细的写下细节，在你讲完电话前，再次确认来电者告诉你的任何信息，以及告知你会将这些资料留给负责的人，并且谢谢客户的来电，然后遵循你的承诺尽

43、快处理。建立专业电话沟通形象的重要性Despite the proliferation of e-mail today,the telephone is still one of the mostwidely used forms of com munication in business.It offers us the speed of e-mail,but has the added advantage of making communications more personal andproviding immediate two-way comm unication.尽管电子邮件在今

44、日大大的被采用，但生意沟通上电话联络还是被广泛使用。电话沟通，同样有电子邮件的快速便利，而且有私人及彼此间较直接的互动。The image that you project to customers who call your company is extremelyimportant in giving them the right impression of your company.If yourtelephone skills are poor and callers have difficulty getting transferred to theright person,obta

45、ining information,or leaving urgent messages,they will feelthat your company is not professional enough to competently handle theirorders.According to surveys answered by customers,if the customers firstcontact with your company is by telephone,the customer with make 85%oftheir decision about whethe

46、r or not to do business with your companydepending on what happens during that first phone call.Good telephone skillsare an important part of the customer service your offer.Good telephone skillsmean good business.And good business means higher profits.客户来电时，你的表现，对公司的良好形象非常重要，如果你的电话应对技巧不好、会使来电者无法联络想

47、找的人，得到想要的答复，及留下重要的信息，他们甚至认为你们根本无法处理他们的订单。根据一份客户的调查指出，如果客户和公司的第次接触是以电话联络的话，他们85%会凭电话中的印象来决定是否和该公司做生意。好的电话应对技巧是你提供客户服务重要的 部分，所以有专业的电话技巧就可为公司带来生意及更高的利益。The image you create on the telephone begins with answering the telephone.Ifyou dont answer the telephone professionally and with the right attitude,th

48、ecaller may simply hang up.If this happens,there is little chance of developing arelationship with the caller that will bring business to your company later.Nomatter what your current situation or mood,you must always answer yourcompany telephone or extension professionally,politely,and with enthusi

49、asm.The tone of your voice should say to the caller,HWere so glad you calledJ not,Im busy right now.What do you want?!,你在电话中给客户的印象，从接起电话开始，如果不知道专业的电话应对及正确的态度，来电者很容易挂你的电话。如果发生类似的情形，将很难再挽回这位客户，不管你当时的心情好坏，你还是要有礼貌及热心的电话应对。你的语气听起来要像是“我们很高兴接到你的电话”而不是”我现在很忙，你到底要做什么？Once youve answered the phone,you will ne

50、ed to continue your conversationby listening carefully,asking for information so you can understand how you canhelp the caller,and politely asking for clarification of information whencommunicating is difficult.All callers must be handled with confidence,extremepoliteness,and professionalism in orde