通讯之礼.ppt

通讯之礼.ppt

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,Chapter6TelephoningEtiquette,TelephoningbasicsHowtomakeateleconferenceHowtoleaveavoicemail,Keypoints,Telephoningbasics,Beforeyoucall-Makenotesonkeypoints.-Checkthetime.（Differenttimezones）-TelephonenumberTheinternationalprefix+theinternationalcodeofacountry+city/areacodes+thelocalnumbere.g.002330302772541（ChinaGhana）01186051188791944（U.S.China）,Telephoningbasics,Onthephone-Usetheirsurnamesonthefirstcontact.-Keepyourgreetingbrief.-Makesureyourvoiceispleasant.-Usecourteousandrespectfullanguage.-Focusyourattentionontheotherperson.,Telephoningbasics,Examplesofexpressions:

Answeringthephone-Hello？

（informal）-ThankyouforcallingITDepartment.Jodyspeaking.HowcanIhelpyou?

-MarketingDepartment.Introducingyourself-HeyMichelle.ItsTeresaspeaking.（informal）-Hello,thisisJulieMadisoncalling.-Hi,itsGerryfromthesalesdepartment.-Thisisshe.-Speaking.,Telephoningbasics,Examplesofexpressions:

Askingtospeakwithsomeone-IsFredin?

（informal）-IsJacksonthere,please?

（informal）-CanItalktoMillen?

-MayIspeakwithMr.Green,please?

-Wouldthedoctorbein/available?

Telephoningbasics,Examplesofexpressions:

Makingspecialrequests-Couldyoupleaserepeatthat?

-Wouldyoumindspeakingupalittleplease?

-Canyouspeakalittleslowerplease?

MyEnglishisntverygood.-Canyoucallmeback?

IthinkIhaveabadconnection.-Canyoupleaseholdforaminute?

Ihaveanothercall.,Telephoningbasics,Examplesofexpressions:

Finishingaconversation-Well,IguessIbettergetgoing.Talktoyousoon.-Thanksforcalling.Byefornow.-Ihavetoletyougonow.-Ihaveanothercallcomingthrough.Ibetterrun.-Imafraidthatsmyotherline.-Illtalktoyouagainsoon.Bye.,Telephoningbasics,Dealwithinterruption,Askpermissionandexplainwhy;comebackwithin2minutes,Theoriginalcallershouldredial.,1.Thereceiverissupposedtoredial.2.Thesecretaryshouldcalltoexplainandapologizeifthereceiverdoesntredialwithin15minutes.,Telephoningbasics,Cellphone-Nevermakeoutgoingcallsinaplaceormannerthatwillcauseannoyanceorembarrassmenttoothers.-Alwaysrememberthatyouarelikelytoeoverheard.-Usemessagetakingandpagingservicestobackupyoursystemwhenitisswitchedoff.-Alwaysturnoffcellphonesatmeetings,intheatre,andwhendining.（vibratemode）（excuseyourself）,Telephoningbasics,Switchboards-Ifkeptwaitingformorethan5rings,youshouldbegreetedbyanapology.-Ifyourcallisnotansweredaftertenrings,hangupandcalllater.-Itisgoodpracticefortheoperatortosaytothecaller,“Sorrytokeepyouwaiting”every20secondsorsoduringtheconnection.,Telephoningbasics,Expressionsforoperators:

Connectingsomeone-Justasec.Illgethim.（informal）-Hangononesecond.（informal）-PleaseholdandIllputyouthroughtohisoffice.-Onemomentplease.-Allofouroperatorsarebusyatthistime.Pleaseholdforthenextavailableperson.,Telephoningbasics,Secretaries-tactfulandconsiderate,Patientlyexplainandoffertotakeamessage.Dontmakeapromisethebosswillcallback.,Offertotakeamessageforhim/her.Avoidgivingawayinformationaboutthebosssactivitiestoanoutsider.,Askhim/hertofaxore-mailthequestionstoyou,andthentalkonthephone.,Telephoningbasics,ExpressionsforsecretariesTakingamessageforsomeone-Samsnotin.Whosthis?

（informal）-Imsorry,Lisasnothereatthemoment.CanIaskwhoscalling?

-Imafraidhessteppedout.Wouldyouliketoleaveamessage?

-Hesonlunchrightnow.Whoscallingplease?

-Hesbusyrightnow.Canyoucallagainlater?

-Illlethimknowyoucalled.-Illmakesureshegetsthemessage.,Telephoningbasics,ExpressionsforsecretariesConfirminginformation-Okay,Ivegotitalldown.-Letmerepeatthatjusttomakesure.-Didyousay555CharlesSt.?

-YousaidyournamewasJohn,right?

-Illmakesurehegetsthemessage.,Teleconferencing,Procedure:

Usethehandset（notthesquawkbox）Tellthecallerwhoiswithyoue.g.“IvegotGeorgeWatsonfromsalesandDesmondEllisfromdistributionwithme.IdliketobringthemintoourdiscussionontheconferencephoneifthatsOKwithyou”3.Whenthecallerconfirmshe/shehasnoobjection,eachparticipantshouldsay“Hello”or“Goodmorning”toconfirmhispresence.,Teleconferencing,Procedure:

4.Attheendoftheconference,theleadersummarizesthediscussion,closestheconferenceandthankstheparticipants.5.Awrittenoutlineshouldbee-mailedorfaxedtoparticipantswithinthreedaysofthecall.6.Usehandsettoclosethecall.,Teleconferencing,Basicrules:

Dontinterrupt,keeponthesubject,andavoidnegativecommentofothers.Enunciateclearlyandsmileoften.Everyonemustcallinontime,asprearranged.,VoiceMailMessaging,Avoicemailgreeting-briefandinformativeYournameThenameofyourorganization/departmentThedayoftheweekWhatkey（s）callerscanpressontheirtelephoneforimmediateassistance5.Whencallerscanexpectareturncall6.Thenameandextensionofacolleaguewhocanprovideassistance,VoiceMailMessaging,Examples:

DailyHello,youhavereachedtheofficeofMarketingDepartment.Iaminterviewingtoday,Monday,May2nd,andwillnotbeabletogetbacktoyouuntilafter5pm.Ifyourequireassistanceinthemeantimepleasecall4427565.Thankyou.Examples:

WeeklyHello,thisisTomSmith.FortheweekofMay12IwillnotbeavailableonMondaymorningtoThursdayafternoon,butshouldbeinmyofficetheremainderoftheweek.Ifyourequireassistanceduringmyabsencepleasecall4427565.Thankyou.,VoiceMailMessaging,Examples:

ExtendedabsenceHi!

TomJones,ABCCompany.ImsorryImnotavailableasImoverseasuntilOctober30.Ifyouhaveanybusinesswhichrequiresmyimmediateattentionpleasecall4427565.IfyouhaveafaxmachineavailablepleasesendmeafaxandIwillattendtoitassoonasIreturn.Thanksforyourconsideration.Examples:

DiversiononbusytosecretariesmailboxesHello,thisisLisaJonesofAdDepartment.ImonanothercallatthemomentbutpleasedonthangupuntilyouleaveyournameandyourtelephonenumberandIwillcallyoubackin30minutes.Thankyou.,VoiceMailMessaging,Examples:

DiversiononbusytosecretariesmailboxesHello,thisisLisaJonesofAdDepartment.ImonanothercallatthemomentbutpleasedonthangupuntilyouleaveyournameandyourtelephonenumberandIwillcallyoubackin30minutes.Thankyou.,VoiceMailMessaging,LeavingamessageThinkthroughwhatyouaregoingtosaybeforeyouplacethecall.Stateyournamefirst.Stateyourrightnumberrightafteryourname.Considerleavingyoure-mailinadditiontoyourphonenumber.Repeatyourphonenumbertwice.Statethepurposeofyourcall.Findsomecommonground.8.Bebrief.9.Leaveaspecificrequest.,GroupWork,Mrs.TeresaWoodshasabitofasoretoothandsheneedstomakeanappointmentwithherdentist.ShepicksupthephoneandcallsDr.Cartersofficeandistoldbytheansweringmachinethatitisclosedatthemoment.Task1Pleasegiveavoicemailgreetingthatshehears.Task2Onthenextday,Teresacallsagainandmakesanappointment.WorkwithyourpartnertomakeaphonedialogueforTeresaandthereceptionist.,