common telephone business english power point

Telephone Business English

1. Content Review Telephoning Business letters

2. Review Small talk 1 ) 第一次在聚会中见到客户 2）接送顾客去机场的路上 3）与顾客共进晚餐 Picking up foreigners at the airport

3. Quick words Compliment someone's appearance Compliment someone's personality

4. Slender/ slim/ lean/ petite/ slight/ lanky/ curvy/ curvaceous/ stocky / well-built /muscly organized / generous/ hard-working/patient/ honest/ brave/ easy-going/friendly/ funny/reliable/sociable

5. Telephoning & Business Letters

6. Telephoning

7. Content Making basic business phone calls Making an appointment on the phone Conference call Telephone etiqueete

8. How to make a good business phone call?

9. Content Preparations Useful words

10. Preparations Quiet environment Gather information (The number and the full name of the person) Calendar, pen and paper Personal information Purpose ： Bullet points

11. Making a business phone call Introduce yourself ( Your name, your job titles and your company) Greeting/Small talk Background State your purpose Summarize the important points End the call in a pleasant manner

12. Answering the phone (your name) speaking (company name)(your name) speaking (company name)(your name) speaking, can I help you? Example: Secretary: Good morning, ABS systems, how may I help you?

13. Caller: Hello, it's Joe Bloggs from Admiral Computing. Could I speak to Mr Jones in sales , please? Caller:This is John Blare from Lingoking. Could you put me through to Mr Jones, please? Caller: I am calling on behalf of... Can I have extension 629, please? Different departments and different job titles:

14. Greeting How do you do? How are you doing? How are you? How's it going? How is everything going? Hi, what's up/new? Fine. Thank you. Not too bad./ So-so. Nothing special. / Nothing much. Pretty good. How about you? Quite well.

15. Ask and Answering the purpose Secretary: Could I ask the purpose of the call, please? Secretary: May I ask what it's about? Caller: Yes of course. I am calling to discuss an invoice. I'm calling/ ringing/phoning about I'm calling to/ I would like to/ I was wondering if you could

16. Ask the speaker to wait Just a moment , please. Could you wait for a moment, please? Could hold on a second, please? Can you hold the line , please? Hang on!

17. 我会让他尽快给您回电话。 I'll get him to call you as soon as he gets back. 等他开完会我会转告他。 I'll give him the message when he gets out of the meeting. 我见到他会告诉他。 I will give him the message as soon as I see him. 当他吃完饭回来我会转告他。 I will pass that on to him when he gets back from lunch.

18. Connecting someone Thank you for holding. I’ll put you through now. The line is free now. I’ll put you through. I’ll connect you now/I’m connecting you now.

19. Telephone problems The line is very bad. Could you speak up , please? Could you repeat that, please? I’m afraid I can’t hear you. I am sorry, I didn’t catch that. Could you repeat that again,please?

20. Proper phone etiquette It is important to use the right level of formality. It is important to show politeness. If you call native speakers in English, you might find it difficult to understand them. Do not pretend you get it.

21. Making an appointment

22. Content Making an appointment Declining and suggesting Cancelling and rescheduling

23. Making an appointment Requesting/ suggesting Can we arrange a meeting? If possible, I ' d like to come by / see you. Set a time How about Thursday? Is Thursday convenient for you? Would Thursday suit you? Agreeing All sounds good. Thursday would be fine. That ' s fine.

24. D eclining and suggesting I ' m afraid I have got another meeting. Thursday seems a little bit difficult. I would prefer to meet on Friday. Is that Okay?

25. Cancelling and Changing Something urgent has come up. Can we fix some other time? Something has just cropped up and I won ' t be able to meet you today.

26. Conference Call

27. Have you ever attended or hosted a meeting before? Please share your experience with us and tell us how to chair a meeting. Have you ever had a conference call? Please share your experience with us. Could you tell us how to make a conference call?

28. Conference call Preparations before the meeting Making the conference call Things to do after the conference call Conference call Etiquette

29. Preparations Emails To set up a plan To remind the time of the call the name of the attendees the organizer of the conference call the agenda the day before the call or probably on the day you make the call

30. Making the conference call Introduction Welcoming the attendees and starting the meeting Introducing the topic and outlining the agenda Discussion (you can plan the oder ahead of time if necessary) Give a summary

31. Welcoming the attendees and starting the meeting Are we all on? Can I ask that we all state our names, please? I f I could have your attention, please? Good afternoon, everyone. Could I have your attention, please? I'd like to welcome you all here today. Now let's get down to business. Thank you all for coming. Perphaps we can make a start. Thanks everyone and welcome to today's meeting. Let's begin.

32. Introducing the topic and agenda Introducing the topic Today's meeting is about____. We'll talk about ______. The aim of the meeting is to _____. We'll go over _____. Today I would like to outline our plans for...

33. Introducing the topic and agenda Introducing the agenda So, let's start with_____ The first item on the agenda is ____ So, let's start with some new business: marketing strategies. The first item on the agenda is ____ I think that covers the first/ second item. If nobody has anything else to add, we can continue on the next item. Let's move on to the next item:___ Now we come to the ________ The final agenda is ______

34. Inviting attendees to participate ________, What's your opinion on this? Would like to share your thoughts on this question? Could you add anything to our ideas here?

35. Dealing with distractions Let's not get too far off topic here. We can discuss that at the end if you feel it's important. I don't think that's relevant to today's discussion. I think we should shelve that until next time. Good point, but let's table it until next meeting.

36. 赞同别人想法： That ' s an excellent point [person's name], I totally agree with you on that. Okay, I think we are all on the same page here . Yes, I get what you're saying . 不赞同别人，如何反驳 I'm sorry but I think you may have that slightly wrong . From our perspective, it's a little different. Let me explain. Well, yes and no—can I tell you how we see it?

37. Summarizing Before we close, let me just summazrize the main points. To sum up In brief.. Shall I go over the main points?

38. Concluding Ok, it looks like we've covered the main items for the meeting today. Right, that's all for today's meeting. Is there any other business?

39. Etiquette Be on time Introducing youself State your name before talking Take notes Don't eat or drink on the phone Mute your phone when not talking Minimize distractions Don't forget to thank everyone

40. Business Letters

41. 2.1 正文格式 Dear XXX, xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxx . xxxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxxx xxxxxxx . xxxxxxxxxxxxxxx . Sincerely yours, XXX Dear XXX, xxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxx . xxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx . xxxxxxxxxx . Sincerely yours, XXX Dear XXX, xxxxxxxxxxxxxxxxxx xxxxxxxxxxxxx . xxxxxxxxxxxxxxxxx xxxxxxxxxxxxxxxxxxxxxx xxxxxxxxxxxx . xxxxxxxxxxxx . Sincerely yours, XXX

42. Structure of English Application Letters 1 2 3 4 5 6 7 Heading 信头 Inside Address 信内地址 Salutation 称呼 Body 正文 Complementary Close 结束语 Signature 签名 Enclosure 附件

43. 1 Heading 信头 Includes the writer’s address (telephone number in some cases), postal code and date of writing . It tells the receiver from whom the letter is from and when it is written, and will make it more convenient for the receiver to reply. It’s on the upper right corner ( 右上角 ) of the letter paper. E.g. No. 1 East Yuhui Road Chaoyang District, Beijing, 100101 China March 17, 2016 中国北京市朝阳区 育慧东路 1 号 邮编： 100101

44. Inside Address 信内地址 Includes the receiver’s name, address and position. Should be consistent with the address on the evelope. Otherwise, the letter may be rejected. It’s below the heading with space of one or two lines, but begins at the left margin ( 信纸左边顶格 ) . Better add titles ( 尊称 ) before the receiver’s name. E.g. Mr. Sam Adams Ewart Leather Product Import & Export Corporation 36 Main Street San Jose, California, 95102 U.S.A. 美国加利福尼亚州 圣荷西市莓茵街 36 号 爱华特皮革制品进出口公司 山姆 · 亚当斯先生收 邮编： 95102 2

45. 称谓之后一般用逗号，如 Dear Stella , 正式 （正式商务往来） 写出对方称谓 称谓 + 姓 称谓 + 全名 Mr./Mrs. ( 已婚 ) Miss ( 未婚女性 ) Ms. (未婚已婚女性皆可以使用 ) 如 Mr. Kunze / Mr. Becker Kunze 正式 （熟识的同事、上级、客户等） 称呼对方名字 名字 Dear + 名字 如 Stephan 或 Dear Stephan ， 若对方邮件以 Dear 称呼你，回信时也同样以 Dear 回复； 非正式 称呼对方名字、昵称等 Hi Judy , / Hello dear, Salutation 3

46. 4 Body 正文

47. To a company or someone you don’t know Yours truly / Truly yours Yours faithfully / Faithfully yours 5 Complementary Close 结束语 Yours sincerely / Sincerely yours To a supervisor or an elder Yours respectfully / Respectfully yours Yours obediently / Obediently yours Yours gratefully / Gratefully yours

48. 7 Enclosure 附件 Under the signature. Indicates materials attached to the letter. Abbreviated as “Encl.” or “Enc.” Should state the content and amount of enclosed files. E.g. Enclosure: A resume 附上简历一份 Enc. A photocopy of academic degree certificate 附学位证书复印件一份 Encls. 2 photographs 附照片两张

49. Email

50. 1 、信头

51. 1.1 主题 Subject 构成： 单词 / 名词性短语 / 完整句（ 一般不超过 35 个字母 ) 练习：判断下列表达是否准确 Greetings Supplier training  Meetings on 22 July has been canceled. go to hospital professional trainees from sister company should abide by rule of local company . 大小写规则： 方法 1 ：将位于句首的单词和专有名词的首字母大写即可 方法 2 ：将实词（ 名词、动词、形容词、副词、代词等 ）每一个单词的首字母大写。 练习：判断下列表达是否准确 New E-mail Address Notification Detailed calculation  detailed calculation  

52. 2. 主体

53. 2.2 称谓 称谓之后一般用逗号，如 Dear Stella , 正式 （正式商务往来） 写出对方称谓 称谓 + 姓 称谓 + 全名 Mr./Mrs. ( 已婚 ) Miss ( 未婚女性 ) Ms. (未婚已婚女性皆可以使用 ) 如 Mr. Kunze / Mr. Becker Kunze 正式 （熟识的同事、上级、客户等） 称呼对方名字 名字 Dear + 名字 如 Stephan 或 Dear Stephan ， 若对方邮件以 Dear 称呼你，回信时也同样以 Dear 回复； 非正式 称呼对方名字、昵称等 Hi Judy , / Hello dear,

54. 2.5 主体内容常用句型

55. Homework 商务电话用语闯关 白领一族（第六辑） 普通交流、电话预约、电话会议