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(共32张PPT)
涉外秘书英语听说
Unit 2 May I Speak to…
Unit 2 May I Speak to …
Se
Oral Tasks
E
Warming-up Exercises
B
Cloze
C
Listening for Details
D
A
Background Information
A: Background Information
The first impression anyone gets from you will be lasting. Your voice on the other end of a telephone line is that first impression. You need to conduct yourself in a professional manner when calling people for business purposes.
It is an important office skill to be able to give a good first impression, either in person or when answering the phone. This applies not only to secretaries and reception staff, but to everyone who works within a business, with the primary concern being making the caller feel appreciated and valued while listening carefully to what they have to say.
B: Warming-up Exercises
Dialogue 1
account n. 账户
database n. 数据库
considerably ad. 相当大（或多）地
supervisor n. 监督者，管理者
inquiry number 问询电话
Fill in the blanks with the words you hear in Dialogue 1
Receptionist: Good afternoon, Northwest Electricity, Can I help you
Caller: Good afternoon, this is Robert Tips, I have a question about 1)__________________________________.
Receptionist: I'd be happy to help you with that Mr. Tips. 2)____________________________________
Caller: I'm afraid I don't have that with me.
Receptionist: It's no problem;
3)___________________________________________________.
Caller: Great.
Receptionist: Could you give me your address as well
Caller: 4)______________________________________________.
Receptionist: Yes, I have your account up on my computer. How may I help you
Caller: The last bill I received seemed too high.
my electricity bill this month
Can I have your account number
I'll just look your name up in our database.
It’s 2368 NW 21st Ave. Vancouver, Washington.
'
Receptionist: Yes, I see that it was considerably higher than last year. Did you use more electricity
Caller: No, I don't think 5)________________________________________.
Receptionist: OK, I'll tell you what I can do. I'll 6)_________________________________________________.
Caller: Thank you. When can I expect an answer
Receptionist:
7）__________________________________________________.
I'll give you an inquiry number.
Caller: OK, let me get a pen .... OK, I'm ready.
Receptionist: It's 3471.
Caller: That's 3471.
Receptionist: Yes, that's correct.
Caller: Thank you for your help.
we used any more electricity than the year before.
I'll mark this and have a supervisor take a look at the account.
We should have an answer for you by the end of the week
Dialogue 2
to catch a person's name 听清楚名字
to be engaged 忙于……
to hold the line 不挂断电话
shipment n. 船运, 水运；(从海路、陆路或空运的)一批货物
postpone vt. 延期；推迟
to be delayed 耽误的，延误的
Listen to the dialogue and complete the message left by the caller.
Caller:_________________
From:___________________
To:____________________
Telephone Number:_____________________
About: __________________
Message:_____________________________________
___________________________________________
We have desserts, coffee, tea and soft drinks at the break station opposite the meeting room.
We have desserts, coffee, tea and soft drinks at the break station opposite the meeting room.
Anna Beare
Sun Soaked Vineyards
Mr Adams
503-589-9087
shipment delay
1) tell Mr Adams that the shipment will be postponed and that the 200 cases ordered should arrive next Monday.
2) call Anna Beare back when the shipment arrives
Dialogue 3
preliminary a. 初步的，预备的
consultancy n. 顾问（工作）
venue n. 会场
double-check v. 复核
reserve v. 预定，保留
Listen to the conversation and choose the best answer to each question.
1. Mary Martin is calling from ________.
A. TAB Consultancy B. TAB Consultancy & Promotions
C. TEB Company D. THB Company Ltd.
2. Mary Martin is calling about______.
A. the order B. the budget C. the trade fair D. the conference time
3. Mary Martin has done some __________.
A. preliminary planning for the trip B. preliminary work for the conference
C. preliminary planning for the trade fair D. preliminary trip for the meeting
B
C
A
4. The two things she likes to go over with Paul Smith are _________.
A. the hotel and the trade fair B. the hotel and the reception
C. the restaurant and the trip D. the restaurant and the driver
5. The venue for the reception is at ________.
A. Plaza Hotel B. airport C. railway station D. Caesar’s Restaurant
B
D
C: Cloze
The most popular means of communication in the 21st century is text messaging. SMS, which __1___ short message service, is slow to enter, and you can __2___ key in 60 characters. The first text message was in 1992, but texting only became commercially available in 1995. In 1999 the number of texts sent __3___ one billion, and over the next three years, it grew to 20 billion. It __4___ part of youth culture. Some people don’t use their mobiles to speak to people, only to __5__ friends, making arrangements and getting information __6__ 20 times a day. Companies are using texting for advertising and promotion. ___7___ texting a special number, people can get a two-for-the-price-of-one discount for cinema tickets on Wednesdays, __8__ cinema attendance is the lowest. __9__, cinema attendance has risen by nearly ten per cent. TV also uses text message voting. Texting has become one of the ___10__ inventions for years.
. b
. c
. d
. b
. a
. a
. d
. a
. b
. c
D. Listening for Details
Part I Choosing an appropriate voicemail message
voicemail n. 语音留言
timidity n. 腼腆
professionalism n. 职业化
take … for granted 认为理所当然
achieve v. 达到，取得
priority n. 优先权
maturity n. 成熟
read off 读出
concise a. 简洁的
monotone n. 单一的语调
ambient a. 周围的，环境的
mumble v. 咕哝
. Listen to the passage Choosing an Appropriate Voicemail Voice Message and write down the five tips given in the passage
Tip One: _____________________________________________________.
TipTwo:
______________________________________________________.
Tip Three: _____________________________________________________.
Tip Four: ______________________________________________________.
Tip Five: ______________________________________________________.
Be natural
Think about what kind of presence you want to convey.
Think up a script
Record your voicemail in a quiet room
Test your message
Part II Passage Listening
Passage 1
effective a. 有效的
remind v. 使想起，提醒
humble vt. 使谦恭
Listen to the passage and check(√) the reasons causing difficulties in listening for people on the phone.
( ) 1. People are impatient
( ) 2. People speak too quickly
( ) 3. People on the phone are impolite
( ) 4. There are technical problems with the telephones
( ) 5. You can’t see the person you are speaking with
( ) 6. It’s difficult for people to repeat information
√
√
√
√
Listen to the passage again and then answer the following questions.
1. If some one speaks too quickly, what should we do
2. When taking tone, what do we usually do on the phone
3. What’s the best way to solve the problem that you don’t understand what the person said on the phone
4. What can you attempt to do when the person on the phone couldn’t slow down
5. On what kind of situation can you begin speaking a different language on the phone
Immediately ask the person to slow down.
Repeat each information as the person speaks.
Ask the person to repeat until you understand..
A sentence or two of another language spoken quickly will remind the person that they are fortunate because THEY do not need to speak a different language to communicate.
.
Just be sure to use it with colleagues and not with a boss!.
Passage 2
prospective a. 预期的；未来的；可能的
memorable n. 值得注意的事
utilize vt. 利用，使用
initial a. 起初的，开始的
interaction n. 配合，相互作用
converse v. 谈话
rapport n. 融洽；和谐
convince v. 是相信；使明白
upbeat a. 积极乐观的
alert a. 机灵的，敏捷的
commonality n. 公共，平民
at ease 安逸，自由自在
lengthy a. 漫长的，啰嗦的
phone tag 互相给对方电话留言
persuasive a. 能说服的，善于游说的
lasting a. 持久的，恒久的
undivided a. 得到某人的全心关注
distract vt. 分散（注意力）
Listen to the passage and tick(√) the topics mentioned in the passage.
( ) 1. Greetings on the phone
( ) 2. Establish a rapport
( ) 3. Message taking
( ) 4. Placing calls on hold
( ) 5. Asking questions with good manners
( ) 6. End a phone call with persuasive language
( ) 7. Alert
√
√
√
√
Listen to the passage again and then fill in the blanks with the information you heard in the passage.
Your first interaction by phone could mean__________________________________. The initial conversation can______________________________.
Do not answer the phone while you are
______________________________________ Stress, anxiety, and disinterest
_______________________________________
can all be detected over the phone.
the difference between an event inquiry and a secured event
set the tone for a successful event
eating your lunch, conversing with a colleague, or answering an e-mail.
Stress, anxiety, and disinterest
In event planning, the goal of a conversation is_________________________. If you can establish a rapport over the telephone. _____________________________________________.
It is important to___________________________________. It will leave your caller with a lasting impression. Additionally, _____________________________________________will leave your caller looking forward to your next conversation.
_____________________________________________— it is not polite. Tell the client you will call him back when you can give him your undivided attention.
to turn the caller into a client
chances are you are closer to reaching your goal
end each call with persuasive language
a positive upbeat tone in a conversation
Never ask a caller to hold more than three times during your telephone conversation
E: Oral Tasks
Section A : Pair Work
Task one: Read and choose an answer from the four choices given in each question.
Note:
SIM short for Subscriber Identity Module 客户识别模块
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
You are in a restaurant with friends. Your mobile phone rings. You ______.
Have a loud, long conversation on your mobile, ignoring your friends.
Take the call and ask if you can call back later.
Disconnect without answering
When you are watching a movie / play, you ______.
Switch off your phone
Refuse to put the phone on silence / vibration mode
Set your phone on silence / vibration mode. Step outside the movie hall / theater if the call super-urgent or wait until the interval to return calls.
You are taking a flight. A pre-flight announcement requests that all mobile phones be switched off until the plane lands. You ______.
Wait until the plane comes to rest and you’ve disembarked before you switch on your phone
Think the instruction is a drag ( negative or depressing)
Switch on the phone as soon as the plane begins to land
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
When you are driving, your cell phone rings. You _______.
Check to see if a cop is watching before you take the call
Park at the side of the road and receive the call
Receive the call with your hands-free attachment
You’re in a crowded place when your phone rings. You ______.
Chatter away, ignoring the irritated stares
Take the call, speak in a lower than normal voice and decide the urgency
Refuse to take the call until you have some privacy
You are in an area where the connectivity is not good. Your phone rings. You ____.
Disconnect and SMS ( Short Message Service ) that you’ll get in touch later. And don’t forget to get in touch.
Take the call, speak in a loud voice to make sense of the interrupted conversation
Disconnect if the conversation is not clear. They can call back later
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task two: Read and discuss with your partner
If the callers on the phone don’t seem to be able to state their questions clearly and briefly, what should you do
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Section B : Group Work
Task One: Discuss the following manners concerning phone calls with your group and decide whether they are true or false.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
1. When I’m with a business associate (生意客户), my cell phone rings and it’s quite natural to answer it.
2. Always leave important phone calls to a landline. Cell phones are for casual and personal talks only.
3. Cell phones are convenient. It is appropriate to take a cell phone call wherever and whenever, including driving and playing golf, in public places and over business lunch. That’s what cell phones are for.
4. My cell phone rings at a meeting. I know it’s emergency. But for the sake of cell phone etiquette, just let it go.
5. It’s appropriate and convenient to make business negotiations using text messaging.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task Two: Here are two examples on How to Professionally Put a Caller on Hold, read them and then discuss what you should do and what you shouldn’t do when you are going to put a caller on hold.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
"Mr. Smith, can you please hold while I retrieve your file " {pause for a response} "Thank you. I will be back in a minute." {caller on hold} "Thank you for holding Mr. Smith. I can now help you..."
"Ms. Jones, I will check to see if Mr. Johnson is available to take your call. Can you please for a minute " {pause for a response} "Thank you. I will be right back." {caller on hold} "I'm sorry for the inconvenience. Mr. Johnson is not available right now. May I have him call you back "
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Task one: You applied for the vacancy for assistant to Sales Manager in ABC Company. HR supervisor is interviewing you now. You’re talking about your educational and working experience, salary, working date and so on. Make up a dialogue under the above situation.
Thank You!

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