工作中,不会用英语打电话?这份实用干货指南让你专业度上升N个等级!
很多人初入职场,都会碰到一个拦路虎。
![工作中,不会用英语打电话?这份实用干货指南让你专业度上升N个等级! 工作中,不会用英语打电话?这份实用干货指南让你专业度上升N个等级!](https://i3.penhen.com/pixabay/702/photo/7025666.jpg)
It's best to write the information on a phone memo pad. This keeps the calls organized in one place and when it isn't for you, you can give a copy to the intended recipient.
最好是把信息写在电话备忘录上。所有信息都整理得有条理,即使不是打给你的,你可以把信息转达给别人。
6. 电话达人的忠告:语气要稳定、镇定 打电话语气非常重要。即便对方在电话那头抱怨,或大吵大闹,你如果语气平和,能更好地让对方平静下来。
A calm demeanor (versus agitated or excited) can go far in settling a person down.
7. 站在对方角度思考,学会报以同情心 很多时候,对方打电话过来会怒气冲冲,或者是向你抱怨一番。 如果你能够站在对方的角度上思考问题,让对方知道你很理解TA的生气、愤怒,用一种同理心和对方交流,能非常有效能让对方冷静下来。 比如,一件事情,你以站在他的角度上给他分析问题,即使你没有真心给解决问题,别人也会觉得你是在为他着想,让对方觉得,你是理解他的。 英文里,有专门的一个术语“verbal nodding” (口头应答)就是说明这种策略的。 8. 不要过于私人化 很多人在践行上一条的时候,会掌握不好尺寸,接听电话代入过多的私人感情,但职场上,任何时候,都要注意把控好情感。 讲电话,自然也不例外。有时候,尽管你和对方已经达成了心理上的共鸣,但专业性不能丢。 比如,对方因为你们公司的产品问题打电话向你投诉,你不能和他一起吐苦水,表达对公司不满。不管怎样,你要学习把对话引回到相应主题上,以专业的语气说明你将如何解决问题,不要太过于关注私人性的评价。
Gently guide the conversation back to the issue and how you intend to resolve it, and try to ignore personal comments.
以上是一些方向性原则。在实战中,职场打电话有一些固定的说辞,一起来看看,各种情况下,电话应该怎么打?接电话第一句怎么说? 1. Hello/Good morning/Good afternoon. [Company name], [your name] speaking, how may I help you?比如:Hello/Good morning/Good afternoon. Quick Translations, Alice speaking, how may I help you? 2. [Company name], [your name] speaking.比如:Quick Translations, Alice speaking. 打电话如何自报家门? 1. Hello, this is [your name] from [company name].
比如:Hello, this is Neil Jenkins from ABC Travels. 2. Hi, it's [your name] from [company name].
比如:Hi, it's Neil Jenkins from ABC Travels. 如何打电话找人? 1. May I speak to [person's name]?
比如:May I (please) speak to Mr. Smith? 2. I'd like to speak to [person's name], please.
比如:I'd like to speak to Mr. Smith, please. 如果你很确定你要找谁,可以用这样的句型。 如何阐明打电话原因?一般打电话时候,开头的时候,你需要稍微阐释下,为什么你要打这通电话,这样双方能知判断下面该如何处理,是直接对话,还是需要转达等。
那么,阐释打电话原因有哪些常用句式呢? 1. I'm calling to ask about/discuss/clarify…
例如:I'm calling to ask about your current printing promotion.
我打电话来,是想谈谈我们最近的打印机促销。 2. I just wanted to ask…
例如:I just wanted to ask if you need any more details about our plan?
我想打电话过来问下,你是否需要知道我们下个计划的具体细节? 3. Could you tell me…?
例如:Could you tell me the address of Friday's networking event?
你能告诉我周五的酒会的地址吗? 打电话开始时候少不了寒暄一下。英文里,管这个叫做small talk,那么寒暄话如何说呢? 常用寒暄语:1. Hi, [first name], how are you? 如果你记不起来具体要说什么了,或者难以开口直接请别人帮忙,可以用这样比较general的句型作为开头,做为ice breaker. 2. How are you getting on with…? 如果你能记住具体细节,想要以此拉近和对方关系,可以用这句,比如,如果你记得对方公司刚刚搬进一幢新的大楼,你可以这么说:
How are you getting on with preparations to change office buildings next month?
下个月你要搬去新大楼了,准备得怎样了?如果你发现对方不是找你的,你只能帮忙留个口信,那么可以怎么说呢?
How to take messages? 1. I'm sorry, she/he's not here today. Can I take a message? 2. I'm afraid he/she's not available at the moment. Can I take a message? 3. I'm afraid she's in a meeting until 4 p.m. Can I take a message? 4. Could I ask who's calling, please? 5. I'll give him/her your message as soon as he/she gets back.如果你打了个电话过去,发现要找的人不在,如何拜托接电话的人转达呢?How to leave messages? 1. Could you please take a message? Please tell her/him that…
例如:Could you please take a message? Please tell her that Cindy from accounting called about Mr. Shapiro's expense reports.
你能记一下吗?告诉她会计部的Cindy打电话来问Shapiro的费用报告事情。 2. I'd like to leave her/him a message. Please let her/him know that…例如:I'd like to leave him a message. Please let him know that tomorrow's lunch meeting is cancelled.
我想要留信告诉他,明天的午餐会取消了。 Asking when somebody will be available(询问别人什么时间有空?) 1. When is a good time to call?
什么时候打过来比较方便呢? 2. When is she/he going to be back?
他/她什么时候会回来? Asking for information(如何询问更多信息?) 1. Could I ask what company you're with?
我能问下,你在哪家公司工作呢? 2. Could you give me your mobile number, please?
你能告诉我你的手机号码吗? Asking the other person to repeat information(如何请求别人重复一遍?)
有时候,讲电话难免听不清楚对方的话,怎么要求对方重复呢? 1. Could you spell that for me, please?
你能拼写下吗? 2. How do you spell that, please?
请问下,那个怎么拼写? 3. Let me see if I got that right.
我想确认下,我的理解是否有误。
Let me see if I got that right. Your name is Jim Green, G-R-E-E-N, and your phone number is 555-222-1111, correct? 4. Would you mind speaking up a bit? I can’t hear you very well.
您能说得大声点吗?我听不太清楚。 5. I'm sorry, I didn't catch your first name.
不好意思,我没能记下你的名字。 有时候,你确实没法回答别人相关问题,那么如何说你帮不了别人呢? 1. I'm afraid I can't give you that information.
对不起,我不能告诉你相关信息。 2. Sorry, but I'm not allowed to give details about that.
对不起,我无法告诉你细节。 电话如何结束? 1. Thank you very much for your help.
谢谢你的帮忙。 2. Thanks for calling.
谢谢你来电。 3. Thank you for your time.
谢谢你抽出宝贵时间。 (本文首发于沪江商务英语公众号,扫码关注,即可获取更多商务英语资讯。转载请“沪江商务英语”后台联系!)