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1、Business English,王华玲,Unit Two,Telephone English,Part One Speaking,电话往来是现代商务交往的重要手段，绝大多数外贸公司都无法离开电话进行商务活动。但与日常生活打电话不同，打商务电话有其独特的礼节和技巧。电话谈话属口语交际。但由于电话本身的特点，电话用语又区别于一般日常交际用语。打电话时，谈话的双方都无法用面部表情和手势表达自己的思想；另外，打电话还受到时间的限制，也就是说，我们不能像平时面对面聊天那样，时间可以自己控制，因此，也就难免会产生交际的误会。因此，打电话时要求声音清晰，语言简练、明了，措辞恭敬。在日常商务电话往来中，掌握
2、一些接打电话的基本技巧是非常必要的。这些技巧包括如何应对陌生、紧急的来电，,Background Information,如何处理抱怨、无理取闹的电话，等等。还应注意，打完电话时，若对方是重要的客户、女性客户或长辈，应该先让对方挂电话。总之，通电话时一定要态度友善，语调温和，讲究礼貌。掌握恰当得体的接打电话技巧有助于改善双方的商务关系，促进商务发展。,Case 1:You are the person wanted on the phone,Is Daisy there？This is she.Youre speaking/talking to her.This is Daisy.Thats
3、me.Speaking.,May I speak to Mr.Gates？Hes not here right now.Hes out.Hes in a meeting right now.Youve just missed him.Hes just stepped out.,Case 2:The person wanted on the phone is not here at the moment,Case 3:Would you leave a message?,Can I talk to Mark？Hes out on his lunch break right now.Would y
4、ou like to leave a message？Hes not available right now.Can I take a message？,Case 4:The caller asks when he/she will be back,Do you know when he will be back？Im sorry.I dont know.I have no idea.He should be back in 20 minutes.,Case 5:Where is he/she?,Do you have any idea where he is？Sorry.I dont kno
5、w.Hes at work right now.Do you want his phone number？Sorry.I have no idea.Would you try his mobile?,Case 6:Can I leave a message?,Can I leave a message？Yes.Go ahead,please.Of course.Hold on for just a second so I can grab a pen and paper.Sure,if you can excuse me for just a second.Let me find a piec
6、e of paper to write it down.,Case 7:Ask for repetition,When he comes back,can you have him call me at(206)5551212？Can you repeat again,please？(Say)Again,please？Pardon？Once again,please？Im sorry？,Case 8:Dont want to take a message to avoid mistakes,May I leave a message？You know what？My English is no
7、t that great,and I dont want to miss anything.Would you mind calling back later？Im sorry.If you dont mind,could you please call back and leave a message on the answering machine？My English is not very good.,Case 9:Someone else is wanted on the phone,Is Brandon there？Yes,he is.One moment,please.Hold,
8、please.Hold on,please.Let me see if hes here.Hang on.O.K.？,Case 10:The caller has dialed a wrong number,Can I speak to Alexander Walker？Alexander Walker？Im sorry,but theres nobody here by this name.Im sorry.Im afraid youve got the wrong number.What number did you dial？,Other Cases,Can you put Daisy
9、back on？I forgot to tell her something.Sure.Ill go to get her.Paul,can you answer the phone？Im busy.Can you get it,Paul？My hands are tied.Did it go through?Nobody answered.I got the answering machine.The line was busy.I got the busy signals,Answering Machine,Hi！This is Abby.Im not home right now.Ple
10、ase leave a message.Hi！This is 555-5555.Were not here.Please leave your message.Thank you.Hi！This is Brenda.I cant come to the phone at this time.Please leave a message and Ill call you back as soon as possible.,拨打国际商务电话，为了能更清楚、更详细、更有效地说明你想要了解的信息资料，列一个谈话的内容清单，这样不仅能帮助你节省时间，易于表达，同时也可以避免遗忘一些重要的内容。打电话常遇
11、到“Yeah”，“Hello”，“Yes”之类的简短回答，如果你想等对方先说话，可能等到的是对方挂上了电话，这会令双方感到尴尬。因此，打电话的人可以主动出击，常用的句子有：Good afternoon.Id like to speak to Mr.Smith of Accounting Department.Hello,this is Liu Zhong from Central South University.,Cultural Tips-Business Calls,Hello,Is Mr.Smith of ABC Corporation there?Is Mr.Smith availa
12、ble,please?My name is Liu Zhong from Central South University.3.请求电话接线员转接电话，常用的礼貌用语有：Could you put me through to Mr.Smith,please?I would like to talk to Mr.Smith,the General Manager of your company.Good morning.Can I speak to Mr.Smith of HR Department?4.接电话的礼仪最重要的就是第一印象。一拿起电话，应该先礼貌地问候一声“Good morning
13、”或“Good afternoon”，并报出自己的单位、部门或个人的名字，一气呵成。,用英语接电话时，不能使用“Hello，hello”，这是不礼貌的。“Hello”习惯上只能用一次。为例避免对方的尴尬，可以主动地说：May I know who is calling/speaking?Is there anything I can help?Is there anything I can do for you?Can I help anything?What can I do for you?5.如果接电话的人正好是打电话的人要找的人，可以说：This is he/she.Yes,its m
14、e.Yes.May I know whos calling?,Speaking.6.如果对方要找的人不在办公室，应主动帮助寻找，这是基本的礼貌礼仪。这方面的常用语有：Wait a minute.Ill just find out if he is in the other office.Hold on/the line,please.Let me see whether hes back yet.Sorry,he is not in this office.Do you know his extension?I can put you through.7.打电话的人和接电话的人在结束谈话时应致
15、谢对方，但方式稍有不同。打电话的人通常都是有事相求的一方，因此常说：Thanks for your help.Thanks for the information.,I really appreciate your answer.8.注意：在有些商务场合，被求的一方也应致谢有求的一方。如：Thanks for calling.I really appreciate that youre interested in our products.Thank you for your reminding me the payment.,Sample Dialogue,Guangdong Textile
16、,good morning.Good morning,this is Lisa of International Corporation in Los Angeles.Could I speak to Mr.Liu,please?Im afraid hes out on business.Can I take a message?Thank you.Yes,please.If youre sure its no trouble,can you ask him to call me back?Of course.Wait a minute so I can get a penYes,please
17、.My name is Lisa Alicia.Could you spell that?Yes,thats L-I-S-A and A-L-I-C-I-A.Lisa Alicia.Lisa Alicia.,And my number is 001-818-5708628.001-818-5708628.Yes,please tell him I need the new price and catalogue of bed sheets and pillowcases.Yes.Ive taken them down.You need the new price and catalogue o
18、f bed sheets and pillowcases.Thats right.And tell him I need to talk to him about the new order as soon as possible.If possible,ask him to call me tomorrow afternoon.Yes,Anything else?I think thats all.Thank you.,Ok,Miss Alicia,Ill let him know everything as soon as possible.Thank you very much.Your
19、e welcome.注意：打电话不仅要熟练，而且还应有技巧，留商务口信是每个商务人员必备的基本知识。如果打电话要找的人由于某些原因不在，不能简单地说一声“He is not in”就挂上电话，一定要留下口信，以展示良好的公司文化和个人素质，也便于将来主动联络。礼貌的回答会给对方留下美好的印象，如：Sorry,hes away for a few days.Can I give him a message?Im sorry,he has not come back yet.Do you want to leave a,message for him?Unfortunately,hes out o
20、n business.Any message for him?Could I take a message for you?Would you like to leave a message?在对方提出留口信时，应客气地感谢对方。这是可以说：Thats very kind of you.Yes,could you ask him to call me back?Thank you so much.Id like you to tell him I need to talk with him on the payment.,如果不需要对方留口信，可以委婉地说：No,thanks.I can tr
21、y later.Thats very kind of you.But its urgent.Can I talk to the Vice Manager?No,thank you.Ill try his mobile phone.留口信应注意记下对方的姓名及电话，以便回电话之用。对比较重要的信息，例如电话号码、地点、时间等主要内容，接电话的人一般应重复一次，以保证内容准确无误。,如果不需要对方留口信，可以委婉地说：No,thanks.I can try later.Thats very kind of you.But its urgent.Can I talk to the Vice Mana
22、ger?No,thank you.Ill try his mobile phone.留口信应注意记下对方的姓名及电话，以便回电话之用。对比较重要的信息，例如电话号码、地点、时间等主要内容，接电话的人一般应重复一次，以保证内容准确无误。,Part Two Listening,Conversation Two,Questions(5-8)Look at the note below You will hear a man describing a problem with an order.Blackwell Printers 莱克韦尔印刷厂proof 校样,WHILE YOU WERE OUT,
23、Message for:STEVEN KIRBYFrom:MARK JONESCompany:(5)MESSAGERe.Stationery OrderProblem with the(6)ordered.The(7)need 500 and he needs 750.Also(8)needs to be repositioned.,Europe Holidays,business cards,marketing executives,(The)(Company)Logo,Key,5.Europe Holidays6.Business cards 7.Marketing executives（
24、市场主管、营销主管）8.(The)(Company)Logo,Conversation Three,Questions(9-12)Look at the note below You will hear a woman making the arrangements for a delegation who are going to visit her company.finalize 确定、定妥name badge 徽章catering 餐饮on display 展出,Delegation Visit-Things To Do,Prepare an(9)for each delegateBo
25、ok 1pm lunch at(10)Meet delegates when they arrive at the(11)Show them the(12)first.,information pack,Park Hotel,front gate,new designs,Key,9.information pack 资料袋10.Park Hotel11.front gate12.new designs,Part Two Questions 13-17,Section OneYour will hear five short recordings.For each recording,decid
26、e which type of document the speaker is talking about.Write one letter(A-H)next to the number of the recording.Do not use any letter more than once.After you have listened once,replay the recordings.,the banks returned it unpaid the figures dont match the amount in words wed better issue another one
27、 straight away to pay Mrs.Burton14.Some of the suppliers are already ask about the increases.So what Ill do is go down each column and calculate the new amounts,and then it can be printed in time to be inserted into the new brochures（宣传册）.,15.Weve just received the paperwork from you about cleaning
28、our premises security codeout of the question16.cash is a particularly healthy area final totals unpaid orders are actually excluded from the final calculation.the companys overall position is still strong.,13.14.15.16.17.,A an invoice（发票、费用清单）B a price-listC a bank statement（银行对账单）D a receipt（收据，收条
29、）E a company chequeF a balance sheet（资产负债表）G a contractH an expenses claim form（报销单）,E,B,G,F,A,Key,13.E14.B15.G16.F17.A,Part Three Introduction to Globalization and World Economic Organizations,Globalization,The term“globalization”describes the increased mobility of goods,services,labor,technology a
30、nd capital throughout the world.Although globalization is not a new development,its pace has increased with the advent of new technologies,especially in the area of telecommunications.,Globalization describes an ongoing process by which regional economies,societies and cultures have become integrate
31、d through a globe-spanning network of exchange.The term is sometimes used to refer specifically to economic globalization:the integration of national economies into the international economy through trade,foreign direct investment,capital flows,migration,and the spread of technology.,Globalization经济
32、全球化是一个历史过程：一方面在世界范围内各国、各地区的经济相互交织、相互影响、相互融合成统一整体，即形成全球统一市场；另一方面在世界范围内建立了规范经济行为的全球规则，并以此为基础建立了经济运行的全球机制。在这个过程中，市场经济统一天下，生产要素在全球范围内自由流动和优化配置。因此，经济全球化是指生产要素跨越国界，在全球范围内自由流动，各国，各地区相互融合成整体的历史过程。,World Economic Organizations,1.World Bank2.World Trade Organization3.International Monetary Fund(国际货币基金组织)4.Org
33、anization for Economic Co-operation Development（经济合作及发展组织）,World Bank,International Bank for Reconstruction and Development(IBRD)国际复兴与开发银行 International Development Association(IDA)国际开发协会 creditworthy adj.信誉卓著的，有信誉的 credit n.信贷 grant n.拨款,World Bank,The World Bank is a vital source of financial and
34、technical assistance to developing countries around the world.It is not a bank in the common sense.It is made up of two unique development institutions owned by 184 member countriesthe International Bank for Reconstruction and Development(IBRD)and the International Development Association(IDA).Each
35、institution plays a different but supportive role in our mission of global poverty reduction and the improvement of living standards.The IBRD focuses on middle income and creditworthy poor countries,while IDA focuses on the poorest countries in the world.Together they provide low-interest loans,inte
36、rest-free credit and grants to developing countries for education,health,infrastructure,communications and many other purposes.,World Trade Organization,institutional 制度性的multilateral trading system 多边贸易体制the successor 继承人、继任者the General Agreement on Tariffs and Trade(GATT)关税和贸易总协定in the wake of 尾随、
37、紧跟anti-dumping 反倾销non-tariff 非关税the Uruguay Round乌拉圭回合谈判,World Trade Organization,The WTO,established on January 1st,1995,is the legal and institutional（制度性的）foundation of the multilateral trading system（多边贸易体制）.Originally,it is the successor（继承人、继任者）to the General Agreement on Tariffs and Trade(GAT
38、T)（关税和贸易总协定）established in the wake of（尾随、紧跟）the Second World War.The multilateral trading system was developed through a series of trade negotiations,or rounds.The rounds dealt mainly with tariff reductions but later negotiations include other areas such as anti-dumping（反倾销）and non-tariff（非关税）measu
39、res.The latest round,the Uruguay Round（乌拉圭回合谈判）,led to the WTOs creation.,Nowadays the WTO is the only international body dealing with the rules of trade between nations.At its heart are the WTO agreements,negotiated and signed by the bulk(大部分)of the worlds trading nations.These documents provide th
40、e legal ground-rules(基本原则)for international commerce.They are essentially contracts,binding governments to keep their trade policies within agreed limits.It provides the principal contractual obligations determining how governments frame and implement domestic trade legislation and regulations.It is
41、 also the platform on which trade relations among countries evolve through collective debate,negotiation and adjudication（裁定）.,International Monetary Fund,The IMF was created to promote international monetary cooperation,the expansion and balanced growth of international trade,exchange stability,a m
42、ultilateral system of payments,solution of balance of payments difficulties under adequate safeguards,and lessening of the degree of disequilibrium（不平衡、失调）in the international balances of payments of members.Numerous publications on economic and financial issues,including country information and Wor
43、ld Economic Outlook世界经济展望,are available and searchable online.Note the quarterly journal Finance and Development 金融与发展.,International Monetary Fund,a multilateral system of payments 多边支付制度balance of payments difficulties 国际收支困难disequilibrium 不平衡、失调quarterly journal 季刊World Economic Outlook世界经济展望Fina
44、nce and Development 金融与发展,International Monetary Fund,The IMF was created to promote international monetary cooperation,the expansion and balanced growth of international trade,exchange stability,a multilateral system of payments,solution of balance of payments difficulties under adequate safeguards
45、,and lessening of the degree of disequilibrium（不平衡、失调）in the international balances of payments of members.Numerous publications on economic and financial issues,including country information and World Economic Outlook世界经济展望,are available and searchable online.Note the quarterly journal Finance and
46、Development 金融与发展.,Organization for Economic Co-operation and Development,The OECD groups 30 member countries sharing a commitment to democratic government and the market economy.With active relationships with some 70 other countries and civil society（民间团体）,it has a global reach（全球影响力）.Its work cove
47、rs economic and social issues from macroeconomics,to trade,education,development and science and innovation（创新）.The OECD plays a prominent role in fostering good governance（管理、治理）in the public service and in corporate activity.It helps governments to ensure the responsiveness of key economic areas w
48、ith sectoral（分类的、部门的）monitoring.,The OECD produces internationally agreed instruments（正式的文书）,decisions and recommendations to promote rules,of the game in areas where multilateral agreement is necessary for individual countries to make progress in a globalized economy.Its governing body（主管部门、监管组织）,the Council（理事会）,is made up of representatives of member countries.It provides guidance on the work of OECD committees and decides on the annual budget.,Fill in the table below by giving the corresponding Chinese or English equivalents：,
