Unit 3 On the Phone

Efficient telephone techniques reflect an efficient organisation to some degree. If you are in a position where you regularly deal with customers, you need to know how to use telephone properly and effectively to present a good business image.

电话技巧在某种程度上能反映一个公司的管理水平和公司员工的业务素质。如果你经常和客户打交道，你必须知道如何恰当、有效地使用电话，以树立公司的良好形象。

Contents

• Learning Objectives
• Part I Warm-up
• Part II Listening Practice
• Task 1: The following is a short telephone dialogue. Try to translate the Chinese sentences by yourself, then listen to the dialogue and check your translations.
• Task 2
• New Words and Expressions
• Put the following telephone dialogue into the right order, then listen to the dialogue and check your answers.
• Listen to a telephone dialogue and answer the following questions.
• Part III Language Focus A
• Language Focus A
• Follow-up Practice
• Listen to the following short conversations twice and fill in the blanks with the words you hear.
• Listen to a telephone dialogue twice and fill in the blanks of the Message Note.
• Part IV Video 1: Leaving a message
• New Words and Expressions
• Pre-viewing
• How do you leave a message when the person you want to speak to is not available? Think about it and then write down all the key points of a message.
• Look at the following pictures to have a rough idea of the video.
• Viewing
• Watch the video and decide if the following statements are true (T) or false (F).
• Watch the video again. Stop the video when Mr. Schulz states the message and write it down.
• Post-viewing
• Read the following instructions about how to leave a message.
• Work in pairs. Use the following information to make a phone dialogue with your partner.
• Part V Language Focus B
• Language Focus B
• Follow-up Practice
• You will hear six statements about names and numbers. Listen carefully and write down the names and numbers you hear.
• Work in pairs. Put the words in brackets in the right order. Then listen to the dialogue and practise the dialogue with your partner.
• Part VI Video 2: It's so hard to connect you.
• New Words and Expressions
• Pre-viewing
• Work in pairs. What difficulties are you likely to meet when you make a phone call? Think about it, then write them down.
• Look at the following pictures to have a rough idea of the video.
• Viewing
• Watch the video. As you watch, choose the best choice for each statement.
• Watch the video again. Match the questions with the corresponding responses.
• Post-viewing: The following chart shows the usual six steps to take when making a business telephone call. Make a dialogue with your partner with the given situation. A sample dialogue has already been given for your reference.
• Business Culture: Phone Answering Tips
• Resources
• Business Profile
• Language Expansion
• Text Bank