商務電話英文 Business Phone Calls in English

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課程內容介紹  難度 ★★★☆☆

在日常工作當中,時常有機會使用英文撥打電話或是接電話,本課程的主要介紹在應該要如何在使用電話時,用英文與對方進行溝通。並透過角色扮演的方式,練習熟悉各種電話英文用語。

預期學習成果

撥給對方時的英文常用語,接電話時的英文常用語。

各堂課程簡介

總計:3 堂課(每堂課 27分鐘)

Lesson 1: Make Calls
– Company greetings
– Asking for something/somebody

Lesson 2: Answer Calls
– Redirect the call
– Take/Leave messages
– Clarify and follow up

Lesson 3: Role-Play
– Voicemail box
– Give (someone) the runaround

教師介紹

 

課程教材參考

Lesson 1

It’s natural to feel nervous

Have you ever felt nervous about making a business phone call in English?

It’s quite natural to feel this way when making a business call in a language that’s not your first language.

However, if you learn the key phrases that are commonly used over the phone, it becomes so much easier.

Lesson 1 – getting started

Thank you for calling TripleA Technologies. For Chinese service, please press the star key. For English service, please press the pound sign. If you know the extension number of the person or department you wish to connect, please dial it directly. For the operator, please dial zero or stay on the line.

  • Company Greeting
    • Calls can be connected to a built-in Auto-Receptionist or connected to a specific extension.
    • Thank you for calling AAA Company. If you know your party’s extension, you may dial at any time. For the operator, press 0.
    • Thank you for calling AAA Company, we have got off work[1]. Please call us from 9 am to 5 pm, Monday through Friday[2], thank you.
    • Good morning! AAA Company, Alice speaking. How may I help you?
    • Good morning! Thank you for calling AAA Company. How can I help you today?
      Making Calls – introducing
    • Hi, it’s Brian from [company name].

Hello, my name is Brian. I am one of your customers.

[1] Get off work 下班
I’m getting off work. 我要下班了~
I’m done for the day. 今天的工作結束了。
You don’t say: I’m not working at this moment. /我現在有問題/不靈光/不能用
You don’t say: I’m out of work. /我沒工作了/我失業了。

[2] “Monday through Friday”; “from Monday to Friday” – both are correct.
Example 1: Our Chicago office hours are 9:00 to 17:00, Monday through Friday.
           (我們芝加哥辦公室上班時間是週一到週五的早上9點到下午5點。)
Example 2: I work part-time at the café from Monday to Friday.
           (我星期一到五都在這家咖啡店兼差)

Lesson 2

Lesson 2

Once you learn the phrases below, choose three to use in your phone conversations whenever appropriate. If you don’t use the new words, they will no longer be fresh in your mind. They will be part of your passive vocabulary, which means you will probably recognize them when you hear them, but you won’t be able to use them yourself on the spot[1].

Redirect calls

  • Words
    • Direct
    • Transfer
    • Connect
    • Put through
  • Phrases
    • Thank you for calling TripleA Engineering. Good morning, how may I direct your call?
    • Please hold, I’ll transfer you to Mr. Smith.
    • A moment, please. I’ll connect you to the Marketing Department.
    • I’ll put you through.

[1] On the spot 立即、當場、在當下
example: When Tom punched his supervisor on the nose, the manager fired him on the spot.

take/leave a message

  • Words
    • Not available
    • Engaged
    • Tied up
    • Take a message
    • Leave a message
  • Phrases
    • Alan is out for lunch. Can I have[1] him call you back later?
    • Alan is tied up[2].
    • Alan is not taking calls right now. Can I take a message?
    • Sorry, his line is engaged. Would you like to leave a message?

[1] Have 使役動詞,當受詞是人則後面接原形動詞表示主動。let, have, make, get 都是這樣的用法,有命令的意味。
Example: Mary has her son do his homework first after school.
當受詞是物,則要接過去分詞PP表示被動。
Example: Mary has the package sent by her son.

[2] Be tied up (人)脫不了身的、忙得不可開交的
Example: Bill was tied up in a meeting until 7 pm.

Lesson 3

Lesson 3

Using humor is appropriate in some situations, but humor should be avoided in situations including serious businesses where reputations could be damaged or people could become upset.

For personal use

  • Words
    • Be away from
    • Get back to/with someone
    • Leave someone a message
    • Return one’s call
  • Examples
    • Hi, you’ve reached 0988-123456. Please leave a message and I’ll get back with you soon. Thanks.
    • You know what to do.
    • Thanks for calling. Just leave a message and we’ll get back with you.
    • I must be away from my phone at the moment. Please leave me a message. I’ll get back to you.

Business answering messages

  • Words
    • Reach
    • Take a call
    • Regular office hours
  • Examples
    • This is TripleA Technologies. We’re sorry we are unable to take your call now. Please either visit our website at tripleA.com for more information or leave us a detailed message about the nature of your call. Also leave your name and phone number so we can get back with you soon. Thanks.

*完整教材內容可在購買課程後取得

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