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商务英语【电话』

作者:佚名    文章来源:本站原创    更新时间:2008/3/5
 在公司的日常事务中,打进打出的电话络绎不绝。因此,在你的同事或某些项目的负责人外出时,你就需要帮助他们接听电话。这时,技巧就变得十分重要,因为稍有不慎,问题可能就会变得复杂起来。本期,我们就要系统地学习一下如何恰当地处理突然来电,以及如何正确地进行留言。
  
  Language focus-Taking messages 留言
  
  Excuses 原由
  I'm afraid he/ she's in a meeting (at the moment).
  out of the office (at the moment).
  on holiday (at the moment).
  恐怕他/她 (现在)在开会。
  (现在)不在办公室。
  (现在)在休假。
  He/she won't be back until Monday.
  他/她礼拜一才能回来。
  He/she's away for the week.
  他/她这礼拜外出。
  I'm sorry, the line's busy. Will you hold?
  对不起,占线。可以等一下吗?
  Messages 留言
  Can I take a message?
  需要我留言吗?
  Could you give him/her a message?
  你可以转告他/她吗?
  Could I leave a message?
  我可以留言吗?
  Could you tell him/her I called?
  你可以转告他/她我打过电话吗?
  Spelling 拼写
  Shall I spell it for you?
  我为你拼一下吧?
  Could you spell that, please?
  请拼写一下,可以吗?
  You'd better spell that, please. (informal)
  你最好拼一下。(非正式)
  Noting 提示
  Let me take/write that down...
  我把那个记/写一下……
  I'll just get a pen...
  我要找一支笔……
  Repeating 重复
  Could you just go over that again?
  你可以再说一下吗?
  Let me just repeat that...
  我重复一下……
  
  An Unexpected Call 突然来电
  
  Version 1
  
  FRANCESCA: Hello.
  GREGG: Hi, this is Gregg Anderson from Odyssey Promotions. Could I speak to Diane Davis, please?
  FRANCESCA: Diane is on a course at the moment.
  GREGG: Oh. Well, do you know when she'll be back?
  FRANCESCA: Not until tomorrow afternoon.
  GREGG: May I ①leave a message for her then? Could you tell her that I need to talk to her about the total budget for the hotel rooms? ... Hello? Are you still there?
  FRANCESCA: Yes.
  GREGG: Um... It's for the Electronica Trade Fair. Are you familiar with that at all?
  FRANCESCA: Sorry?
  GREGG: I was just saying that we need to check the budget for hotel accommodation during the Electronica Trade Fair.
  FRANCESCA: OK, I've got that. I'll give her the message.
  GREGG: All right. Well, thank you. Goodbye.
  FRANCESCA: Goodbye.
  
  情景 1
  
  弗朗西斯卡: 你好。
  葛雷格: 你好,我是奥德赛企划公司的葛雷格·安德森。可以帮我转接黛安·戴维斯吗?
  弗朗西斯卡: 黛安现在正在参加一个培训。
  葛雷格: 噢。那么,你知道她什么时候回来吗?
  弗朗西斯卡: 明天下午才能回来。
  葛雷格: 那我可以给她留个口信吗?你可以转告她我需要跟她谈一下宾馆房间的全额预算问题吗?……喂?你还在听电话吗?
  弗朗西斯卡: 在。
  葛雷格: 嗯……这是关于电子元器件贸易展会的事情。你了解这个事情吗?
  弗朗西斯卡: 能说清楚点吗?
  葛雷格: 我是说,我们需要核对一下在电子元器件贸易展会期间的宾馆住宿事宜。
  弗朗西斯卡: 嗯,我明白了。我会把这件事转告她的。
  葛雷格: 好。那么,谢谢你了。再见。
  弗朗西斯卡: 再见。
  
  Confirming 确认
  That's right.
  是的。
  Fine.
  好。
  Encouraging 肯定
  Of course.
  当然。
  Go ahead.
  继续说。
  Reassuring 保证
  I'll make sure she gets the message.
  我肯定会通知她留言的事情的。
  I'll tell him/her you called.
  我会转告他/她你打过电话的。
  I'll get someone to ring you ②first thing in the morning.
  我会让人明天一早就给你打电话的。
  
  好用句
  
  ① leave a message 留言
  A: Hello. Is Mr. Carson there please?
   你好。请问卡森先生在吗?
  B: I'm afraid he is busy at the moment. Would you like to leave a message?
   恐怕他现在没空。你想给他留言吗?
  ② first thing 一大早
  A: Tomorrow will be busy. I hope you can come in a little earlier than usual.
   明天会很忙。我希望你能比平常来的早一点。
  B: I'll be there first thing.
   我会一大早就来的。
  
  accommodation /9,k4m9`deiH9n/ n.住处;膳宿
  reception /ri`sepH9n/ n.接待处;接待部门
  venue /`venj6/ n.集合地点;会议地点
  tentatively /`tent9tivli/ adv.试验性地;暂时地
  pension /`penH9n/ n.养老金;退休金
  circulate /`s8kjuleit/ v.传播
  man /m2n/ vt.工作;在岗位上
  beep /b1p/ n.哔哔声
  clause /kl5z/ n.条款
  provisional /pr9`viE9nl/ adj.临时的
  
  Language focus-Taking messages 留言
  
  Excuses 原由
  I'm afraid he/ she's in a meeting (at the moment).
  out of the office (at the moment).
  on holiday (at the moment).
  恐怕他/她 (现在)在开会。
  (现在)不在办公室。
  (现在)在休假。
  He/she won't be back until Monday.
  他/她礼拜一才能回来。
  He/she's away for the week.
  他/她这礼拜外出。
  I'm sorry, the line's busy. Will you hold?
  对不起,占线。可以等一下吗?
  Messages 留言
  Can I take a message?
  需要我留言吗?
  Could you give him/her a message?
  你可以转告他/她吗?
  Could I leave a message?
  我可以留言吗?
  Could you tell him/her I called?
  你可以转告他/她我打过电话吗?
  Spelling 拼写
  Shall I spell it for you?
  我为你拼一下吧?
  Could you spell that, please?
  请拼写一下,可以吗?
  You'd better spell that, please. (informal)
  你最好拼一下。(非正式)
  Noting 提示
  Let me take/write that down...
  我把那个记/写一下……
  I'll just get a pen...
  我要找一支笔……
  Repeating 重复
  Could you just go over that again?
  你可以再说一下吗?
  Let me just repeat that...
  我重复一下……
  
  Version 2
  
  FRANCESCA: Francesca Mattioli speaking.
  GREGG: Oh, hi. This is Gregg Anderson from Odyssey Promotions. Could I speak to Diane Davis, please?
  FRANCESCA: I'm afraid Diane is on a course. May I take a message?
  GREGG: Do you know when she'll be back?
  FRANCESCA: I'm afraid she won't be back until tomorrow, but if it's urgent I can get a message to her this afternoon.
  GREGG: I'd really appreciate that. Could you tell her I called because I need to check the budget for hotel accommodation during the Electronica Trade Fair?
  FRANCESCA: You'd like to check the budget for hotels during the Electronica Trade Fair.
  GREGG: That's right.
  FRANCESCA: I'm afraid I didn't catch your name.
  GREGG: It's Gregg Anderson from Odyssey Promotions.
  FRANCESCA: Thank you, Mr Anderson. I'll make sure she gets the message this afternoon.
  GREGG: Thanks very much.
  FRANCESCA: You're welcome. Goodbye.
  GREGG: Bye.
  
  情景 2
  
  弗朗西斯卡: 我是弗朗西斯卡·玛蒂尔丽。
  葛雷格: 哦,你好。我是奥德赛企划公司的葛雷格·安德森。可以帮我转接黛安·戴维斯吗?
弗朗西斯卡: 恐怕黛安正在参加培训。我可以为她留言吗?
  葛雷格: 你知道她什么时候回来吗?
  弗朗西斯卡: 恐怕她明天才能回来,但如果事情紧急的话,我可以在今天下午通知她。
  葛雷格: 非常感谢。你可以告诉她我打过电话吗?因为我需要核对一下电子元器件贸易展会期间的宾馆住宿事宜。
  弗朗西斯卡: 你想核对一下电子元器件贸易展会期间的宾馆住宿预算问题。
  葛雷格: 是的。
  弗朗西斯卡: 我没有听清你的名字。
  葛雷格: 我是奥德赛企划公司的葛雷格·安德森。
  弗朗西斯卡: 谢谢,安德森先生。我一定会在今天下午通知她这件事的。
  葛雷格: 非常感谢。
  弗朗西斯卡: 不用谢。再见。
  葛雷格: 再见。
  
  Version 3
  
  GREGG: (recorded voice) This is Gregg from New York.
   Um... we've got ...well, we think we've got ... no, that's not right... I'm sure we have found, un, a place for the ... reception... you know, for the evening of the 25th No I mean the 24th. Anyway, call me back on two-one-two-five-five-five-four-six-nine-two. No, wait, sorry, um... two-nine...
  GREGG: (recorded voice) This is Gregg again. Sorry, I forgot to give you some figures for the venue. It should be around about the ... $4,000 mark. And anyway, give me a call back on that number, OK? Thanks. Bye.
  GREGG: (recorded voice) This is Gregg from New York. Um...we've got...
  GREGG: (recorded voice) Hi, this is Gregg Anderson from Odyssey Promotions. I'm calling about the venue for the reception on the evening of January 24th .We've been able to tentatively reserve Caesar's Restaurant. Now, the total for the evening won't be more than $4,000, but I'll need your approval for this as soon as possible. You can reach me on my direct line. It's two-one-two-five-five-five-four-six-two-nine. That's two-one-two-five-five-five-four-six-two-nine. Hope to hear from you soon. Thanks. Bye.
  
  情景3
  
  葛雷格: (录音)我是纽约的葛雷格。
   嗯……我们已经有了……哦,我想我们已经有了……不,不是……我肯定我们已经找到,嗯,一个地方……用来接待……你知道,用于25日晚的招待,不,我的意思是用于24日晚的招待活动。无论如何,请给我回电,号码是2-1-2-5-5-5-4-6-9-2。不,等一下,对不起,嗯……是2-9……
  葛雷格: (录音)还是我,葛雷格。对不起,我忘了告诉你这个地方的花费了。费用大约是……4000美元。但无论如何,按那个号码给我回个电话,可以吗?谢谢。再见。
  葛雷格: (录音)我是纽约的葛雷格。嗯……我们已经有了……
  葛雷格: (录音)你好,我是奥德赛企划公司的葛雷格·安德森。我打电话来是想说一下1月24日晚的接待场所准备情况。我们已暂时预定了凯萨饭店的房间。这样,整个晚会的费用不会超过4000美元,但我需要尽快得到你的批复。你可以给我打直线电话。号码是2-1-2-5-5-5-4-6-2-9。号码是2-1-2-5-5-5-4-6-2-9。希望你能尽快给我回复。谢谢。再见。
  
  Extracts of Telephone Calls 电话片段
  Call 1 电话1
  
  A: Adrienne Lambert speaking.
   我是艾德丽安·兰伯特。
  B: Hello, Adrienne. This is George here. I've been thinking. There are three things we need to think about. Firstly, the salary structure...
   你好,艾德丽安。我是乔治。我一直在想。有3件事情我们需要考虑一下。第一,薪资结构……
  A: Salary structure...
   薪资结构……
  B: Yes, we certainly need that on the agenda...
   是的,我们当然需要把这个作为议程之一……
  A: Oh I see, this is the agenda for...
   哦,我明白了,这个议程是为了……
  B: Yes, yes. Um, we should include pensions...oh yes, but perhaps before that there are other benefits.
   是的,是的。嗯,我们应该把养老金纳入进来……哦,是的,但也许在那之前,我们还应考虑其它福利。
  A: So are we talking about next month's HR meeting?
   这样的话,我们是在谈论下月的人事会议吗?
  B: Yes, I'd like you to circulate it before the meeting.
   是的,我希望在开会之前你能向其他人通报一下情况。
  A: I see. Could we go over it again?
   我明白。我们能再回顾一下内容吗?
  
  Call 2 (Answer phone message)
  电话2(回复电话留言)
  
  A: Meribel Communications. The office is not manned at the moment. If you'd like to leave your name, telephone number and any message, we'll get back to you as soon as possible. Speak clearly after the beep.
  (beep/嘀)
   这是Meribel Communications公司。办公室现在没有人。如果你愿意留下你的姓名、电话以及任何留言内容的话,我们会尽快给你回复的。在听到“嘀”的一声后,请讲明你的留言。
  B: Um... I'm phoning about an order, um... My phone number is... my home phone number is...01972... no, actually I'd better leave you my work number. It's 0171 567 9903... um... yes, I ordered a copy of your new communications software package more than, um, three weeks ago. Can you get back to me? My name's Brian Milthorp, by the way.
   嗯……我打电话是为了定单的事,嗯……我的电话号码是……我的家庭电话是……01972……不,实际上,我最好留下我的公司电话。号码是0171 567 9903 ……嗯……对,我曾订购了你们公司的通讯软件套装新品,嗯,是在3个多礼拜以前。你们能给我回个电话吗?顺便说一下,我叫布莱恩·米尔索普。
  
  Call 3 电话3
  
  A: Peter Braithwaite speaking.
   我是彼得·布雷思韦特。
  B: Could I speak to Mary Black, please?
   可以帮我转接玛丽·布莱克吗?
  A: I'm afraid Mary's out of the office all day. Can I take a message?
   恐怕玛丽今天一天都不在办公室。我可以为她留言吗?
  B: That's a real pity. I've got some really important news for her.
   真不凑巧啊。我有一些非常重要的消息要告诉她。
  A: Well, don't worry. I'll make sure she gets it first thing in the morning.
   嗯,别担心。我肯定会在明天一早就通知她这件事的。
  B: Yes, I suppose that's OK. Um... could you tell her the clause concerning arbitration is going to have to change?
   好,我想那还成吧。嗯……你可以转告她,关于仲裁的条款将必须进行调整吗?
  A: Excuse me. Hadn't I better have your name?
   对不起。我是不是最好先问一下你的姓名?
  B: Of course. It's James Mcleod. Mary and I have been working on a contract.
   当然。我叫詹姆斯·麦克里德。玛丽和我正在处理一份合同。
  A: So will Mary know which contract you're talking about?
   那玛丽会清楚你说的是哪份合同吗?
  B: Oh, yeah...um...well, maybe not. It's the Seven Sisters contract, and could you ask her to get back to me about this clause?
   哦,是的……嗯……噢,也许不知道。是关于Seven Sisters的合同,你能让她就这个条款问题给我回个电话吗?
  A: Yes, of course. Does she have your number?
   是的,当然可以。她有你的电话号码吗?
  B: Oh, yes. She's got it.
   对,有。她已经知道了。
  
  Language focus - Organizing a call, calling back 明确去电内容,回电
  
  Explaining the purpose of a call
  解释来电目的
  It's concerning...
  这是关于……
  I'm phoning about...
  我打电话是……
  I'm returning your call.
  我听说你给我打过电话。
  ... asked me to call.
  ……让我给你回电话。
  Structuring a call 说明去电内容
  There are two things I wanted to mention.
  我想提两件事情。
  The other point was...
  另一个是……
  The other thing I wanted to say was...
  我想说的另一件事是……
  The first thing is...
  第一件事是……
  The other thing is...
  另一件事是……
  Just one more point...
  再说一件事……
  Shall we leave it there?
  我们可以把这个先搁置一下吗?
  Calling back 回电
  Could you ask her to call me back?
  你可以让她给我回电话吗?
  Could you ask him to get back to me?
  你可以让他给我一个回复吗?
  Telephone numbers 电话号码
  Can I have your number?
  我可以问一下你的电话号码吗?
  Have you got a direct line?
  你有直线电话吗?
  Is that the switchboard?
  那是总机吗?
  Could I have extension 455?
  可以帮我转接一下分机455吗?
  
  Prepare to receive and make the following calls.
  准备接听和播打下列电话。
  
  1 You work at Bath College of Higher Education. Your colleague, Robert Snell, is out of the office. Take a message.
  2 You work in the hospital reception. Dr King is not available. You are not able to make new appointments. Take the details and say you will write with a new date.
  3 You work in the Creative Department of the advertising agency Bogarty, Hanson & Roberts. Suzie Roberts is out. Take a message.
  4 You are Kieran Donald. You need to speak to George Hanwell of Wessex Chemicals. He promised you a job interview.
  5 You are Guiliano Baldini, Wessex's agent in Italy. You have organized a trip for George Hanwell. Phone him to tell him the provisional itinerary:
  6 George Hanwell commissioned you to do some market research for Wessex Chemicals. You sent in your report and invoice two months ago. You still haven't been paid!
  
  1 你在贝斯高等教育学院工作。你的同事罗伯特·斯耐尔不在办公室。替他留言。
  2 你在医院前台工作。金医生现在不在。你不能确定新的预约。记下详细情况,并回复说你随后会确定新的预约时间。
  
  3 你在Bogarty, Hanson & Roberts公司的策划部工作。苏西·罗伯茨外出了。替她留言。
  
  4 你是基伦·唐纳德。你需要与Wessex Chemicals公司的乔治·汉威尔通话。他曾答应给你一次面试的机会。
  5 你是Wessex公司在意大利的代理商吉利亚诺·巴尔蒂尼。你为乔治·汉威尔安排好了行程。给他打电话,告诉他关于临时行程的事情。
  6 乔治·汉威尔委托你为Wessex Chemicals公司做市场调研。你在两月以前就寄去了你的报告和发票。但你还没有收到酬金!
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商务英语【电话』:https://www.ryedu.net/syy/hyyy/200803/6257.html
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