商务英语课程课件Unit-3-Business-Calls

LearningObjectivesPracticingtheroutineformulasusedformakingbusinesscallsUnderstandingbusinesstelephonemannersandetiquetteWritingamemo◆SpeakingTask◆Warm-upPractice◆ListeningTask◆Follow-upPractice◆WritingTask◆ReadingTaskWeneedtodiscusssomequestionsaboutwhatwearegoingtolearninthisunit.Sure,that’llhelpusunderstandbetteraboutwhatweareaskedtodo.1.Discussthefollowingquestions1）Discussinpairsorgroupswhatkindofphonecallsyouwouldliketoreceive.2）Beforemakingabusinessphonecall,whatpreparationsdoyouthinkarenecessary?3）Exceptthelanguageyouuseinaphoneconversation,whatelsecancontributetotheimpressionmade?1.Whyisthetelephoneconsideredtobeoneofthemostpowerful,efficientandcost-effectivebusinesstoolsyouhaveatyourdisposal?Practicinggoodbusinesstelephoneskillshelpsencourageclearlinesofcommunication,buildrapportandavoidmisunderstandings.2.Whichdoyouthinkarethefivemostimportanttips?(Open)3.Whichofthetipsdoyoudisagreewith?Why?(Open)4.WhichofthetipsdoyoualreadyfollowwhenmakingorreceivingcallinEnglish?(Open)5.Whichofthepointsdoyoufeelleastconfidentaboutifyou’reusingEnglishonthephone?(Open)6.WhataspectsoftelephoninginEnglishcanbeimprovedbymorepractice?Almostalltheaspectscanbeimprovedbymorepractice.7.Canyouaddmoretipsasadvicewhenmakingbusinesscalls?(Open)2.Readthepassage(3.3)andanswerthefollowingquestions:GOLDENRULES•Planyourcallbymakingnotesbeforehand.•Talkslowlyandclearly.•Listencarefullytowhattheotherpersonsays.•Notedownimportantdetails(numbers,spellings,datesandtimes,etc.).•Checkbackthatyouhaveunderstoodimportantdetailscorrectly.•Followupthecallwithafax,e-mailorletter,confirmingthedetails.BEFOREMAKINGACALLBeforemakinganoutgoingcallmakesureyoualwayshave:Clarifiedinyourmindthereasonorobjectivesforthecall.Thecorrectdocumentstohand.Amessagepadandpen/pencilnearthetelephone.Thephonenumber/extension.Thenameofthepersonyouarecalling/asecondcontact,i.e.Secretaryname.Anoteofthepointsyouwishtoraise.WAYSOFANSWERINGTHETELEPHONEINACOMPANY-Goodmorning/afternoon!GoldenStarInternational(=companyname).-Hello,SalesDepartment(=nameofdepartment).-PeterJohnson(=nameofmanagerinownoffice).WAYSOFFINISHINGTELEPHONECONVERSATIONSBye.Goodbye.OK,bye.I’llgetbacktoyoulateron.SeeyouonThursday,then…OK,thankyouforcalling.I’llmakesureyougetanewpricelistimmediately.Bye.MAKINGBUSINESSCALLSDo’s-Makeclearwhoyouareandwhothecompanyis.Createawelcomingatmospherestraightoff-Knowyourofficedepartmentsandthepeoplewithinthem.Havealistonhandwithdepartments,names,extensionnumbersandspecificjobtitles.-AlwaysCONFIRMthatyouhave(orhavenot)understoodeachpointthat’sbeenmade.-MakesureyousoundPOLITEandAGREEABLE.-MakesureyourcallisBRIEF.-MakesurethatyousoundEFFICIENT—yourfirm’simagemaybeatstake,evenifyou’rejusttakingamessage.-Smilewhileyou’retalking.Yourlistenercan‘hear’yoursmile.-Sendafollow-upe-mail,faxorlettertoconfirmanyimportantdetails(especiallypricesandnumbers),sothatyoubothhaveawrittenrecord.MAKINGBUSINESSCALLSDon'ts-Don’tleaveaphoneringingformorethanfourrings-Don’ttrytobefunny—youmaybemisunderstood.-Don’tinterrupttheotherperson:letthemfinishwhattheywanttosay.-Don’ttalktoofast.-Don’tdoothertasksatthesametimeyouarecalling.Concentrateonthecaller!!-Ifthecallwastransferred,don’tpassaclientfromonepersontoanother.-Don'tleaveacalleronholdforlongperiodsoftime.Ifyouaregoingtotaketimetohelpacallerasfortheirtelephonenumberandcallthembackwhenyouareabletohelp.-Don’tpretendyouhaveunderstoodwhenyouhaven’t.-Don’trelyonyourmemory:makenotesduringacallandrewritethesenotesimmediatelyafterwardsasarecordofthecall.CHECKLISTFORBUSINESSPHONECALLSDoyousoundagreeable,politeandefficient?Doyousoundnaturalandsincere?Doesyourtonecreatetherightimpression?Areyouspeakingclearly?Haveyoucoveredtheessentialpoints?Istheinformationyou’regivingcorrect?Isitthekindofcallyouwouldliketoreceiveyourself?Inthispartyouwilllistentoapassageabouttelephonemannersandatelephoneconversation.Trytofinishtheexerciseswhilelistening.Areyouready?1)Whataretelephoneconversationsexpectedtodo?Theyareexpectedtofollowcertainrulesofetiquettetohelpmaketheexperiencepleasantandproductiveforallthoseinvolved.2)Whatshouldyoudofirstwhenyoumakeabusinesscall?Youshouldfirstidentifyyourselfandyourcompany.3)Ifyou'reroutedtoareceptionistoroperator,whosenameshouldalsobeincluded?Thenameofthepersonyou'retryingtoreach.4)Whenyouareconnectedwiththeperson,whatdoyouneedtodo?Youneedtostatethepurposeofyourcallandthenbesuretoaskifyouarecallingataconvenienttime.3.1.1Listentothepassageandanswerthefollowingquestions.5)Howshouldyouanswerthephone?Youshouldmakesureyourfirstvocalimpressionisagoodonebytryingtoanswerthephoneaspleasantlyandprofessionallyaspossible.6)Whenreceivinganincomingcall,whatmightbeeasieronthelistener?Itmightbeeasieronthelistenertosay,“ThankyouforcallingPacificEdgeInternational.ThisisMaryRobert.HowmayIhelpyou?”7)Whatshouldyoudoifyouhavetoleaveamessageorvoicemailforsomeone?Youshouldspeakclearlyandslowlyandleaveyourname,phonenumber,andabriefmessage.3.1.2Listentoatelephoneconversation.Asyoulisten,completethetablebelow.CallerPersoncalle