第一部分、自己不會(huì)說(shuō)英語(yǔ)時(shí)的應(yīng)急電話用語(yǔ)：不擅長(zhǎng)說(shuō)英語(yǔ)的人接到英語(yǔ)電話時(shí)，千萬(wàn)不要手足無(wú)措，可用下述幾種方式沉著應(yīng)答。
(1) 請(qǐng)稍待片刻。 Just a moment, please.
(2) 請(qǐng)別掛斷。我找一位會(huì)說(shuō)英語(yǔ)的人來(lái)。 Hold the line, please. I’ll get an English speaker.
(3) 請(qǐng)等一下。我找個(gè)人來(lái)聽。 Hold on, please. I’ll get someone to the phone.
(4) 很抱歉，我英語(yǔ)說(shuō)得不好。我找位會(huì)講英語(yǔ)的人稍后回電話給你。請(qǐng)教您的大名及電話號(hào)碼？ I’m sorry, I don’t speak English well. I’ll have an English speaker call you back later. May I have your name and telephone number?
第二部分、接電話的開場(chǎng)白： 拿起話筒的時(shí)候，可先用"Hello." "Good morning." "Good afternoon. "等問(wèn)候?qū)Ψ?，并?bào)上自己的公司名、部門名、姓名等，如此可予人態(tài)度親切的感覺。
(1) 早安。這里是正泰貿(mào)易公司。我能效勞嗎？ Good morning. This is Chengtai Trading Company. May I help you?
(2) 午安。這里是大安商業(yè)銀行。我能為您效勞嗎？ Good afternoon. This is Dan An Commercial Bank. What can I do for you?
(3) 先鋒電子。我是吳瑪莉。 Pioneer Electronics. This is Mary Wu speaking.
(4) 喂。海外營(yíng)業(yè)部。我是王大明。 Hello. Overseas Sales Department. Taming Wang speaking.
(5) 喂。這里是王公館。 Hello. This is the Wang residence.
(6) 午安。我是王大明。 Good afternoon. Taming Wang speaking.
(7) 我是楊文凱，請(qǐng)講。 Wenkai Yang. Speaking.
第三部分、問(wèn)對(duì)方要找誰(shuí)： 通常對(duì)方都會(huì)主動(dòng)說(shuō)出要找誰(shuí)，但萬(wàn)一對(duì)方說(shuō)不清楚，或是你沒(méi)聽懂，想再確認(rèn)的時(shí)候，可以用下面的話問(wèn)清楚。
(1) 請(qǐng)問(wèn)找哪位？ Who do you want to talk [speak] to?
(2) 您找哪位？ Who would you like to speak with?
(3) 請(qǐng)問(wèn)受話人的尊姓大名？ The name of the person you are calling, please?
(4) 你要打給哪位？ Who are you calling?
第四部分、請(qǐng)教對(duì)方的大名：在接聽老外打來(lái)的電話，應(yīng)問(wèn)清楚對(duì)方的身分，以便通報(bào)相關(guān)的當(dāng)事人或做進(jìn)一步的處理。
(1) 請(qǐng)問(wèn)是哪位？ Who’s calling, please?
(2) 請(qǐng)問(wèn)您哪位？ Who’s speaking, please?
(3) 請(qǐng)教大名好嗎？ May I have your name, please?
(4) 請(qǐng)問(wèn)大名好嗎？ May I ask your name?
(5) 請(qǐng)教您的大名。 Your name, please.
(6) 請(qǐng)問(wèn)您是哪位？ May I ask who’s calling, please?
(7) 請(qǐng)問(wèn)您是誰(shuí)？ Who is this, please?
(8) 請(qǐng)問(wèn)是誰(shuí)？ Who is that calling?
(9) 請(qǐng)告訴我您是哪位？ Who should I say is calling?
(10) 您是哪一位？ Who(m) am I speaking to?
(11) 要我通報(bào)您是哪位嗎？ Could I tell him who’s calling?
(12) 請(qǐng)問(wèn)您是何人？ Who’s that speaking, please?
(13) 請(qǐng)問(wèn)是哪位打來(lái)的？ Who’s this calling, please?
第五部分、不明了對(duì)方所言時(shí)：聽不懂對(duì)方的話卻硬撐下去，并非明智之舉，不如坦白請(qǐng)對(duì)方更簡(jiǎn)單明確的說(shuō)明清楚。
(1) 能說(shuō)得明確一點(diǎn)嗎？ Could you put that in more specific terms?
(2) 我無(wú)法確定你的意思。 I’m not sure what you mean.
(3) 很抱歉。我沒(méi)聽懂你的話。 I’m sorry. I couldn’t follow you.
(4) 你講得太快了。我跟不上。 You’re talking too fast. I can’t keep up.
(5) 請(qǐng)你再多解釋一下好嗎？ Will you explain a little bit more?
(6) 你能說(shuō)得簡(jiǎn)單一點(diǎn)嗎？ Could you put that more simply?
(7) 恐怕我沒(méi)聽懂。能請(qǐng)你再說(shuō)一遍嗎？ I’m afraid I didn’t understand that. Could you say that again, please?
(8) 對(duì)不起，我沒(méi)聽到，請(qǐng)你再說(shuō)一遍好嗎？ Excuse me, but I didn’t hear that, would you mind repeating it, please?
(9) 抱歉，我沒(méi)聽懂，請(qǐng)您拼一下好嗎？ Sorry, but I didn’t catch that, would you mind spelling it, please?
第六部分、各種附和、質(zhì)疑、同意、否定的用語(yǔ)：通話當(dāng)中需借助各種或表附和，或表驚訝，或表欣喜，或表婉惜，或表疑問(wèn)，或表否定的短語(yǔ)，以利談話的順利推展。
1、表驚訝
(1) 真的呀？ Really?
(2) 什么？ What?
(3) 別開玩笑！ You’re kidding!
2、表欣喜
(1) 好極了！ Great!
(2) 太棒了！ Fantastic!
(3) 棒極了！ Terrific!
(4) 哇！ Wow!
3、表婉惜
(1) 真糟糕。 That’s too bad.
(2) 真可惜！ What a shame!
(3) 聽到這樣我很難過(guò)。 I’m sorry to hear that.
(4) 喔，原來(lái)如此。 Oh, I see.
4、表同意
(1) 沒(méi)錯(cuò)。 Right.
(2) 正是。 Exactly.
(3) 是的，一點(diǎn)也沒(méi)錯(cuò)。 I’ll say.
(4) 你說(shuō)得對(duì)極了。 You can say that again.
(5) 好的。 OK.
5、表不同意
(1) 我可不以為然。 I don’t think so.
(2) 不成！ No way!
(3) 不！ No.
(4) 喔，得了吧！ Oh, come on!
(5) 事實(shí)上不然。 Not really.
第七部分、通話將畢時(shí)的結(jié)尾語(yǔ)：通話接近尾聲，經(jīng)常要來(lái)上幾句客套話，以作為道別的前奏曲。請(qǐng)靈活應(yīng)用下列各句，免得該收?qǐng)鰰r(shí)卻不知如何下手。
(1) 謝謝你來(lái)電。 Thank you for calling.
(2) 感謝你打給我。 It was kind of you to call me.
(3) 很高興跟你談話。 Nice talking to you.
(4) 讓我們盡快聚聚。 Let’s get together soon.
(5) 我該掛電話了。 I’d better get off the phone.
(6) 請(qǐng)隨時(shí)再打電話給我。 Call me again any time.
(7) 有空請(qǐng)?jiān)俅螂娫拋?lái)。 Call again when you’ve got time.
(8) 請(qǐng)代我問(wèn)候珍妮。 My best wishes to Jane.
(9) 請(qǐng)一定要再來(lái)電話喔。 Please do call again.
(10) 我隨時(shí)高興接到你的電話。 I’m always glad to hear from you.
(11) 想聊的時(shí)候請(qǐng)隨時(shí)來(lái)電。 Call again anytime you feel like talking.
(12) 謝謝你回我電話，再見。 Thanks for returning my call, good-bye.
(13) 讓我們保持聯(lián)絡(luò)，再見。 Let’s keep in touch, good-bye.
(14) 那么下周二見。 See you next Tuesday, then.
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