1、Phone Etiquette電話禮儀Body Language & Facial Expression肢體語言與面部表情Voice & Wording聲音與言辭45%55%Voice & Wording聲音與言辭100%Speak Face To Face面談Speak On the Phone電話交談VSChoose A Normal Ring選擇一個正常的鈴聲Do you really want your colleagues to hear latest single blasting on your cellphone while youre fumbling to silence

2、it?你真的希望你的同事在你手忙腳亂去靜音時聽到最新神曲從你手機中傳出嗎？Who You Are 你是誰What You Believe你的信仰DONT Answer Your Phone When .不要接電話，當。entering a meeting, restaurant, theater, training class進入會場， 餐廳，劇院，培訓課程。Do not take 不帶 Turn off 關機Vibration 震動Silence 靜音If cannot reschedule an important call during a meeting,如果在會議中有重要電話且不能更

3、改時間， People youre meeting with - APOLOGIZE & EXPLAIN與你會面的人 道歉 與 解釋Caller INFORM available time & STATE will monitor message & return call致電者 告知方便的時間 并 聲明將關注信息并回電Ahead of time！提前！DONT PLACE YOUR PHONE ON THE TABLEWHEN MEETING OTHERS！在與別人會面時不要把你的手機放到桌上！Preparation籌備Topics 議題Questions 問題 Questions or o

4、bjections you may encounter？ 你可能遇到的問題或異議 ？ A suitable place？ 一個合適的地方？ A right number？ 正確的號碼？Take notes during the call電話中記筆記 Visualize your caller as friendly & positive 將對方視為友好積極的人Have all of your personal info at hand i.e. 將你所有的個人信息放在手邊，例如 - Calendar 行程安排 Full name 全名 Address 地址 Phone number 手機號碼

5、E-mail 郵箱地址AMPMSuitable Calling Time致電的合適時間IhopeIdidntcatchyouatabadtime.抱歉這種時候找你抱歉這種時候找你。When Rings當鈴聲響起。 Discontinue any other conversation or activity 暫停一切會話或活動 Keep distance from others 與別人保持距離 Answer Promptly (Before The Third Ring If Possible) 及時接聽 （最好能在第三聲響起前）Announce Yourself自報家門Good afterno

6、on Mr. Brown, this is Irene from STCC.下午好，布朗先生。我是上海嘉庭中心的Irene。Thank you for calling STCC. This is Irene.您好，感謝您致電上海嘉庭中心。我是Irene。 Answer接聽Call致電 Address the caller properly by his or her title. 得當地稱呼對方的頭銜。 NEVER address an unfamiliar caller by his or her FIRST NAME. 稱呼不熟悉的人時，不要直呼其名。 Do use the callers

7、 name frequently 頻繁稱呼對方personal connection to the caller與對方的個人聯系Volume音量A QUIET, CONVERSATIONAL VOICE一個安靜的對話嗓音2-finger widths away from mouth離嘴兩指寬How to identify whether it is too loud?怎樣辨別是否太大聲了?Tone音調Tip: Record your own conversations to hear how your sound to others.小貼士：把你自己的對話錄下來，來感受別人會聽到的嗓音。 DO

8、NT sound overly anxious, aggressive or pushy 不要聽起來過分焦慮、強勢或固執 Authority & Confidence 權威 與 自信 DONT lean back in your chair 不要向后靠在你的椅子上 ADD A SMILE TO YOUR VOICE在你的聲音中加入微笑 Wording用詞Use professional & positive words使用專業且積極的詞匯You have toYou need toWhy didnt you?你必須你需要你為什么不？Will you pleaseWould you please

9、?請您好嗎？您愿意嗎？Your problem / Your complaint你的問題 / 你的投訴Your question / Your concern / this situation您的疑問 / 您的關注 / 這種情況Hang on / Hold on不要掛 / 等一下May I put you on hold?您可以稍等下嗎？Whos calling？你是誰？May I say who is calling please?請問貴姓？I cant hear you, speak up!我聽不見，大聲點！I am having a little difficulty hearing y

10、ou. Can you please speak up?我有點聽不太清。您可以再大聲點嗎？I cant help you. Youll have to speak to someone else我幫不了你。你應該打給別人。I need to transfer your call to (dept.) so that they can answer your question. May I do so? 我需要把您轉接到（部門），他們可以解答您的疑問。我可以這樣嗎？I dont know我不知道Let me find out about that for you.我會為您弄清其情況Which o

11、ne takes precedence？哪一個優先？Interruption打斷COMER來訪者/ PASSB過客CALLER 致電者 If you must interrupt the conversation，then。如果你必須要如果你必須要打斷打斷對話，對話，那么。那么。Holding持機等候Explain the reason解釋原因Ask for permission征求許可Tell them you will return to their call in a minute 告訴他們你很快就會回來Apologize for inconvenience or thank for h

12、olding道歉不便或感謝等候When returning 回來時Example 例 Mr. Liu, can you please hold while I retrieve your file? (pause for a response) 劉先生，我需要搜索下您的文件，您可以稍等嗎？ （停頓，等待回復） Thank you. I will be back in a minute. 謝謝您，我馬上回來。(caller on hold 致電者等候) Thank you for holding, Mr. Liu. I can now help you.劉先生，感謝您的耐心等待。我現在可以為您服

13、務了。Holding持機等候Case 案例You need to retrieve the file of Mr. Liu. How to ask him for holding?你需要搜索劉先生的文件，怎樣讓他等候呢？Holding持機等候Leave them on hold for 1 MINUTE讓他們等候1分鐘Put them on hold MULTIPLE TIMES/call讓他們等候在一次電話中等候多次Make them CALL YOU BACK讓他們回電給你CallThemBack給給他們回電他們回電Refresh！更新進展！Holding持機等候Example 例 Ms.

14、 Zhao, I will check to see if Mr. Zhang is available to take your call. Can you please for a minute? (pause for a response) 趙女士，我將確認張先生能否接電話，您可以稍等嗎？（停頓，等待回復） Thank you. I will be right back.謝謝您，我很快回來。(caller on hold 致電者等候) Im sorry for the inconvenience, Ms. Zhao. That line is still busy. Will you c

15、ontinue to hold or should I have him call you back? 趙女士，抱歉給您帶來了不便。電話仍然占線。請問您是希望繼續等待還是讓他給您回電呢？Case 案例You need to transfer Ms. Zhao to Mr. Zhang. 你需要把趙女士的電話轉接給張先生。What if the line keeps busy?如果一直占線，你將怎么辦？Transfer轉接Explain the reason解釋原因Ask for permission征求許可Tell them you will return to their call in a

16、 minute 告訴他們你很快就會回來Apologize for inconvenience or thank for holding道歉不便或感謝等候Make an Introduction if needed如需要，作介紹When returning 回來時Immediately Let The Caller Know Who Else Is In The Room With You立即告知對方還有誰和你在房間里Speaker Phone免提電話THE ONLY TIME: need 1 person on the conversation at your end唯一的時機：你電話這頭不止

17、一人需要加入會話。Change An Appointment更改時間 Something urgent has come up. Could I postpone our appointment? 發生了一些急事。我倆的約會能不能延期？ May I ask you to postpone the meeting until the day after tomorrow? 可以要求你將會面時間延到后天嗎？Appointment預約Make An Appointment約定時間 Would it be possible to see Mr. Scott sometime this week? 請問

18、這星期能否跟史考特先生見個面？ Id like to make an appointment with Mr. Scott. 我想要跟史考特先生約個時間見面Proper Closing得當的結束Final Opportunity To Make A Good Impression留下好印象的最后時機 THANK AGAIN. 再次感謝。 Ask if there is anything else you can assist him with. 詢問是否有其他需要幫忙的地方。 i.e., “Nice talking to you” or “Im glad we resolved this co

19、ncern”. 例，“很高興與您通話”或“很高興我們一起解決了這個顧慮” Talk in the PAST TENSE and use “closing” phrases 用過去時交談并使用“結尾”用詞 State the ACTION YOU WILL TAKE 聲明你將采取的行動 Spell out FOLLOW-UP ACTION, including time frames/deadlines. 弄清后續行動，包括時間節點/截止日期。Wait For The Caller To Release The Call Before Hanging Up. 等待對方掛機后再掛。Offer Al

20、ternative提供其他途徑Example 例 If you have any further information you would like to share with me, please send me an email at 如果您有更多信息想要與我分享，請發送郵件至 My assistant, Mary, will be willing to help you. You can reach her at Ext. 8015. 我的助理Mary將很樂意幫助您。您可以撥打分機8015聯系她。Texting短信Wechat微信E-mail郵箱Assistant助理Leave Voicemail語音留言Clear清晰Slow緩慢Short簡短Name姓名Title & Company頭銜和公司Tel No.電話號碼Date & Time日期和時間Message信息Action to Be Taken需要采取的行動Spelling 提供拼寫 Please Call 請打給我Good Time to Reach You 聯系你的最佳時間Area Code 區號Repeat 重復Will Call Back 我會再