打电话的英语教学课件

打电话的英语教学课件第一章电话英语的重要性为什么重要？电话沟通作为现代社会交流的重要方式，在职场和日常生活中扮演着不可替代的角色无论是商务洽谈、客户服务还是私人交流，良好的电话沟通能力都能帮助我们更有效地传递信息和建立关系然而，使用英语进行电话交流常常面临诸多挑战，包括听不清对方发音、缺乏面对面交流的肢体语言辅助、紧张导致思维混乱等问题电话英语的基本礼仪问候语自我介绍礼貌用语•Hello,ABC Company.•This isWang Lispeaking.•Please•Good morning/afternoon,XYZ•Wang Lispeaking.•Thank youDepartment.•This isWang Lifrom HR Department.•I appreciateyour help•Thank youfor callingDEF Services.•Would youmind...切勿直接说I amWang Li，这在电话中不问候语应声音清晰、语调友好，传达专业形够专业礼貌用语体现专业素养，增进沟通效果象电话开场白示范123个人接听公司接听角色扮演Hello,this isJune speaking.How canI Good morning,this isChengtai Tradinghelp you todayCompany.May I help you适用于个人工作电话或接听同事转接的电适用于前台或接待人员先表明公司名称，话表明身份并主动询问对方需求再询问如何提供帮助询问对方身份和需求询问身份•May Iask whois calling,please•Who amI speakingwith,please•Could I have yourname,please询问需求•May Ispeak toJane,please•Id like to speakwith Mr.Zhang,is heavailable•Could youconnect meto theSales Department,please对方不在时的表达暂时外出正在通话休假Im sorry.She isout atthe moment.He is on the phone now.Please call back Sheisonannual leave.Im herdeputylater.today.Hes steppedout ofthe office.Shes onanother line.Would youlike toHes awayon businessuntil Thursday.Shes in a meeting right now.hold orcall backShewont beback untilnext week.留言的表达方式询问是否留言•Would youliketoleave amessage•Can Itake amessage forher•Shall Iask himto callyou back记录留言信息•May I have yourname andtelephone number•Could youspell yourlast name,please•Whats thisregarding•When wouldbe agood timeto callyou back记录留言时应确保以下关键信息准确无误•姓名（最好要求拼写）•联系电话（重复确认）•留言事项（简明扼要）电话转接与等待请求等待转接电话处理突发情况Please hold on.Ill putyou throughto RachelSmith now.Sorry,Ive gotanother callcoming in.Can Icallyou laterCould you hold for a moment,please Illtransfer youto theMarketingDepartment.Would youmind holdingwhile IcheckLet meconnect youwith ourtechnicalsupport team.电话中听不清或不理解的表达听不清楚时不理解内容时•Sorry,could yourepeat that,please•Im notsure whatyou mean.•Im sorry,I canthear youvery well.•Could youexplain thatin anotherway•Could youspeak alittle louder/slower,please•I dontquite understand.Could youclarify•The lineis breakingup.Could yousay thatagain不要假装听懂了，这可能会导致更严重的沟通问题礼貌地请对方重复是专业的做法电话中纠正错误的表达数字纠正时间纠正事实纠正Actually,its15,not

50.Im sorry.The paymentsdue nextweek,Just toclarify,Ms.Wang isour HRManager,not nextmonth.not MarketingDirector.The correctnumber is352,thats three-five-two.The meetingis at3PM,not2PM.Actually,our officeis inBeijing,notShanghai.I think theres amisunderstanding.We Thedeadline isMarch15th,not May15th.need200units,not2,

000.肯定与否定的常用短语肯定回应中性反馈婉转否定•Really Great!•Oh,I see.•Im sorryto hearthat.•Fantastic!•Right.•Thats unfortunate.•Thats excellent•Exactly.news.•I understand.•Im afraidthat wont•Im gladto hear•That makessense.be possible.that.•Unfortunately,we•That workscant...perfectly.•Yes,absolutely.电话结束语一般性结束后续行动告别语Thank youfor calling.Ill emailyou thedetails bytomorrow.Lets keepin touch,goodbye.Thanks for your time.Lets talkagain nextweek.Talk to you soon,bye.It wasnice talkingto you.Ill get back toyou assoon asIhavemore Lookingforward toour nextconversation,information.goodbye.Have anice day/evening.角色对话示范一客户来电咨询客户Hello,is thisABC Electronics客服Yes,this isABC Electronics.Linda speaking.How mayI helpyou today客户This isChen Wei.Im callingabout thelaptop Iordered lastweek.Id liketo knowwhen itwill bedelivered.客服Could youprovide yourorder number,please,Mr.Chen客户Sure,its ABC

12345.客服Thank you.Let mecheck thatfor you...Your laptopis scheduledfor deliverythis Thursdaybetween9AM and12PM.Is thatconvenient for you客户Yes,thats perfect.Thank youfor yourhelp.客服Youre welcome,Mr.Chen.Is thereanything elseI canhelpyouwith today客户No,thats all.Thank you.客服角色对话示范二请假电话员工Hello,this isWang Lin.May Ispeak toManager Zhang,please接线员One momentplease,Ill putyou through.经理Hello,this isZhang Weispeaking.员工Good morning,Manager Zhang.This isWang Linfrom theMarketing Department.Im callingto requesta dayoff tomorrowas Imnotfeeling well.经理Im sorryto hearthat.What seemsto bethe problem员工Ihavea highfever andthe doctoradvised meto rest.经理I understand.Please takecare ofyourself.Ill approveyour leave.员工Thank youfor understanding.Ill makesure tocomplete mypending workwhen Ireturn.经理Dont worryabout thatnow.Focus ongetting better.员工Thank you.Goodbye.角色对话示范三预约电话12预约开始确认时间地点A:Hello,Golden DentalClinic.How mayI helpyou A:Dr.Wu isavailable nextTuesday at10AM orThursday at2PM.Whichwould bebetter foryouB:Hello,this isLi Ming.Id liketo makean appointmentwith Dr.Wu.B:Tuesday at10AM wouldbe perfect.A:Great.Thats Tuesday,October15th at10AM withDr.Wu.34确认细节结束预约A:May Ihave yourphone number,please B:I will.Thank youvery much.B:Yes,its138-1234-

5678.A:Youre welcome.We lookforward toseeing youon Tuesday.Have aniceday.A:Is thisyour firstvisit toour clinicB:Thank you,goodbye.B:Yes,it is.A:Please arrive15minutes earlyto fillout someforms.常见电话用语词汇汇总接听相关转接相关•pick upthephone接电话•put through转接•answer thecall接听来电•transfer thecall转接电话•speaking正在通话•holdon等待•on theline在线上•connect to连接到留言相关结束相关•take amessage记录留言•hang up挂断•leave amessage留言•end thecall结束通话•callback回电•wrap up结束•getbackto回复•sign off告别熟记这些常用词汇，将有助于您更流畅地进行电话沟通建议制作词汇卡片，放在办公桌旁方便查阅电话英语情景练习一找人接电话基本句型练习方法•May Ispeak toMr.Wang,please同学们分为A、B两组，模拟以下情景•Is Ms.Li available

1.打电话给公司前台，询问特定部门负•Could Italk tosomeone fromthe责人HRDepartment

2.打电话给同事，但需要转接给另一位•Id liketo speakwith theperson in同事charge ofmarketing.

3.打电话给客户，但客户不在，需与其助理交流这些句型可以根据不同场景灵活调整，重点是保持礼貌并清晰表达您想要联系每组练习后互相点评，注意语音、语调的人和礼貌用语的使用电话英语情景练习二留言记录留言格式示例Date:October10,2023Time:10:15AMTo:Sarah ChenFrom:Michael BrownGlobal TechInc.Phone:212-555-7890Message:Called regardingthe proposalfor ProjectAlpha.Needs feedbackby Thursday.Will callagaintomorrow morning.Taken by:Li Wei记录留言的关键是练习任务•准确记录姓名和公司•复述电话号码确保无误分组进行以下练习•简明扼要记录事由•确认最佳回电时间

1.A扮演来电者，提供完整信息

2.B扮演接线员，记录准确留言

3.完成后交换角色，比较留言记录的完整性和准确性电话英语情景练习三处理突发状况电话中断听不清误会处理当电话突然中断时，应主动回拨并解当线路杂音过大或对方声音不清时当交流出现误解时释Im havingtrouble hearingyou.Could Ithinktheresbeen amisunderstanding.Im sorry,we gotdisconnected.As I was youspeak upa bitWhat Imeant was...saying...There seemsto besome interferenceSorryabout that.The connectionon theline.Could yourepeat thatLet meclarify whatIwastrying tosay...dropped.Let mecontinue wherewe leftoff...练习方法模拟以上突发情况，练习应对方式注意语气要保持冷静和专业，不要表现出烦躁或不耐烦电话英语文化小贴士英美电话文化特点•直接进入主题，简明扼要•重视时间效率，不喜欢过多寒暄•预约电话时间是常见礼仪•结束通话前会明确下一步行动中西方差异•西方人习惯先自我介绍再询问对方•英语电话中May I...更常用于请求•西方人更习惯用专业称谓而非职位称呼•英语电话礼仪重视口吻的轻松友好了解这些文化差异，可以帮助您在跨文化电话沟通中避免尴尬，建立更好的专业关系常见错误解析与纠正错误表达I amWang Li.自我介绍直接翻译中文习惯，在电话中显得不专业正确表达This isWang Lispeaking.或Wang Lispeaking.这是英语电话中的标准自我介绍方式错误表达He nohere.表达不在语法错误且过于简短，显得不礼貌正确表达Im afraidhes notavailable atthe moment.更完整、礼貌的表达方式错误表达Wait!请对方等待命令式语气，显得粗鲁正确表达Could youholdforamoment,please使用疑问句和please更加礼貌实用电话英语短句速记问候询问•Hello,ABC Company.•How mayI helpyou•Good morning/afternoon.•Could Ispeak to...•Thank youfor calling.•Whos calling,please等待结束•Please hold.•Thank youfor yourcall.•One moment,please.•Have anice day.•Let mecheck thatforyou.•Ill talktoyousoon.记忆技巧将这些短句按照电话沟通的流程顺序分类记忆，形成肌肉记忆日常练习时可以先默念再说出，逐渐提高反应速度真实案例分享职场电话沟通成功故事王丽是一家国际贸易公司的客户服务代表，负责处理海外客户的投诉和查询一天，她接到一位美国客户的电话，对方因为货物延迟交付而非常不满成功要点一专业开场成功要点二积极倾听王丽首先以标准的问候语开场Good当客户抱怨时，她使用了确认理解的表morning,ABC Trading.This isWang Li达I understandyoure concernedspeaking.How mayI helpyou todayabout thedelayed shipment.Let mecheckthe statusforyouright away.这一专业开场立即为对话奠定了积极基调成功要点三提供解决方案她使用了承诺性语言Ill personallyexpedite yourorder andensure itships within24hours.Additionally,well offeryou a10%discount onthis orderfor theinconvenience.结果客户的态度从愤怒转为满意，不仅继续了合作关系，还增加了订单量王丽的专业电话沟通技巧为公司挽回了重要客户互动环节学生分组模拟电话对话角色分配将学生分为A、B两组•A组扮演客户•B组扮演接线员/客服场景设置

1.酒店预订电话

2.航班改签电话

3.产品投诉电话

4.业务咨询电话评分标准•语音语调的自然度•专业词汇的正确使用•礼貌用语的应用•问题解决的有效性•整体沟通的流畅度练习题选择合适的电话用语填空对话一1A:Goodmorning,Tech Solutions.How mayIhelpyouB:Hello,______to theSales Department,please选项a canyou transferme bI wantto talkc giveme对话二2A:Im sorry,Mr.Zhang isinameetingrightnow.B:I see.______选项a Callhim tellme bWhen hefree cCould Ileave amessage对话三3A:Im havingtrouble hearingyou.______B:Of course.Is thisbetter选项a Speakbig bCouldyouspeak upplease cYou tooquiet这类练习旨在帮助学生识别并运用恰当的电话用语通过选择题形式，学生可以比较不同表达的得体性，加深对正确表达的理解练习题根据情景写电话对话情景一预约医生角色患者与诊所接待员要点询问可预约时间、提供个人信息、确认预约细节情景二报告缺勤角色员工与主管要点说明缺勤原因、请假时长、工作交接安排情景三客户投诉角色不满客户与客服代表要点表达不满、寻求解决方案、达成共识要求每段对话至少包含8个回合，运用本课所学的电话礼仪和专业表达分组完成写作后进行以下活动•小组内朗读对话，纠正发音•小组间交换对话稿进行评价•选择最佳对话在全班展示•教师点评并讲解常见错误复习总结基础礼仪沟通技巧•标准问候语•询问身份与需求•专业自我介绍•请求重复与澄清•礼貌用语•表达理解与共鸣结束技巧留言与转接•总结要点•记录完整信息•明确后续行动•礼貌转接技巧•专业告别语•表达等待请求通过本课学习，您已掌握了电话英语沟通的基本技能，从接听到结束的完整流程记住，良好的电话沟通不仅关乎语言能力，更体现了您的专业素养和跨文化交流能力拓展学习资源推荐在线课程•Etalking职场英语电话课程•LinkedIn Learning商务英语系列•Coursera商务沟通技巧课程实用APP•HelloTalk与外国人练习口语•Cambridge BusinessEnglish商务英语词汇•Speakingpal模拟对话练习推荐网站•BBC LearningEnglish地道表达学习•FluentU真实语境中的英语学习•EnglishClass101情境对话练习每天花15-20分钟利用这些资源进行学习，将显著提升您的电话英语水平课后作业作业一录制模拟对话作业二创建电话用语卡片与同学或朋友合作，录制一段2-3分钟制作至少20张电话英语常用表达卡片，的英语电话对话可选以下场景之一按情境分类•酒店预订•问候与介绍•餐厅订位•询问与回应•求职电话咨询•解释与澄清•产品退换货•结束与告别作业三反思日志写一篇200字的反思，回答以下问题•我在电话英语中最大的挑战是什么？•本课中学到的最实用的三个表达是什么？•如何将所学内容应用到实际生活中？提交截止日期下周五请将录音和文字作业通过学习平台上传结束语核心收获持续学习•掌握电话英语，开启职场沟通新篇章语言学习是一个持续的过程，建议•建立自信，消除电话英语焦虑•每天练习5-10分钟的电话对话•提升专业形象，拓展国际视野•录音回听，分析改进•寻找母语者交流机会勇敢开口，电话沟通不再难！谢谢大家的参与和学习！。