菜鸟的职场英语进阶指南 (3).pdf

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1、Unit 3 On the Phone Unit 3 On the Phone Telephoning Etiquette Telephoning Etiquette （声声有礼声声有礼）Learning ObjectivesLearning Objectives Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning Etiquette1.To be aware of the features of telephone communication2.To get familiar with the do

2、s and donts during telephone communication3.To be able to make and receive telephone calls appropriately 1Features of Telephone CallsFeatures of Telephone Calls Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning Etiquette55%37%8%body language and facial expressionstone of voice

3、words one usesHow do we interpret others message?Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteFeatures of Telephone CallsFeatures of Telephone Calls1.Body language and facial expressions cant be seen.2.All information should be delivered and understood through th

4、e tone and verbal expressions.3.Words and expressions should be easy to be followed.Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteTop RulesTop Rules1.Add a smile to your voice.2.Turn off background noise.3.Use a proper volume.4.Be the master of your emotion.5.Show

5、 your respect towards the other.Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning Etiquette 2Making Telephone CallsMaking Telephone Calls Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteMaking Telephone CallsMaking Telephone CallsNo.1 Choose a

6、 proper time to make the call.Do not ring others in the early morning or late evening unless you really have something urgent.Try to avoid calling on the Monday morning or Friday afternoon.Try not disrupt others in weekends.Do not forget to take the jet lag into account.9:30 am to 11:30 am-14:30pm t

7、o 16:30pm Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteUseful ExpressionsUseful Expressions 1.Good morning.This is Alice from HC Company.May I speak to Mr.Smith?2.ABC Compnay here.How may I help you?3.This is Alice from HC Company.I am calling to confirm order NO

8、.102.Making Telephone CallsMaking Telephone CallsNo.2 Identify yourself and your intention.Greet and briefly introduce yourself and the purpose of your call.Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteMaking Telephone CallsMaking Telephone CallsNo.3 Keep your co

9、nversation simple.Organize your information before and sort out the essential part.Limit your information within 3 minutes.No.4 Hang up properly and politely.The one who rings up finishes the conservation.Useful ExpressionsUseful Expressions1.Thank you.2.It is nice to talk to you.Unit 3 On the Phone

10、 Unit 3 On the Phone-Telephoning EtiquetteTelephoning Etiquette 3Answering Telephone Calls Answering Telephone Calls Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteAnswering Telephone Calls Answering Telephone Calls No.1 Pick up the telephone within 3 rings.No.2 Gr

11、eet the caller.When your pick up the telephone,always greet the caller politely.e.g.Hello.Good morning.Simple but good manners shows that you respect the caller.No.3 Give a brief introduction.Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning Etiquette 4Answering Telephone Call

12、s Answering Telephone Calls for Othersfor Others Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteAnswering Telephone Calls for OthersAnswering Telephone Calls for OthersNo.1 Politely have the caller hold on.Useful ExpressionsUseful Expressions1.Please hold on.I will

13、 put you through.2.One minute,please.Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteAnswering Telephone Calls for OthersAnswering Telephone Calls for OthersNo.2 Offer to help.Useful ExpressionsUseful Expressions1.What can I do for you?2.Would you like to leave a me

14、ssage?3.Do you mind spelling your surname?Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning EtiquetteAnswering Telephone Calls for OthersAnswering Telephone Calls for OthersNo.3 Keep note-taking materials near your phone.No.4 Deliver the message to the wanted.Telephone message

15、s in the workplace must be taken carefully and delivered promptly.Double-check the numbers and the spellings and all important information with the caller.Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning Etiquette Thank you!部分图片来自网络，仅供教学、交流使用。Unit 3 On the Phone Unit 3 On the Phone-Telephoning EtiquetteTelephoning Etiquette