Most of us use the telephone several times a day to talk with friends or make social arrangements(安排). These calls are usually quite easy and require little planning.
Using the telephone for business purpose is different. In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.
If you want to ensure good public relations, you need to master effective telephone techniques.
You should try to give an impression of an efficient, friendly, progressive company eager to give good service.
Before calling
Choose the right time. Consider the cost, urgency and convenience. When calling overseas, you need to consider the time difference.
Check the number. A great deal of money is wasted each year on dialing wrong numbers.
Plan your call. Make a list of points and questions to be raised.
Be prepared. Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”
If you have to ask a caller to hold on, keep going back and assuring him/her that you will be as quick as possible.
Avoid interruptions. Call at a time when you are unlikely to be distracted(分心).
During the call
Be courteous, polite. Make time for suitable greetings like “How are you today, Jim?” and “Did you enjoy your holiday”?
Put a smile in your voice. Remember, your caller can not see you, so use intonation to good effect and try to sound confident, decisive, helpful, and interested.
Check your notes. Look back at your notes to ensure that you have covered everything and quote figures and other data correctly.
Get feedback. Make sure the caller understands the message correctly, especially deadlines and actions that are involved.
Be courteous. Finish by thanking the caller for his or her time and trouble.
After the call
Make notes. Let it become a habit to make notes of the call and place them in an appropriate file.
Take actions. If you need to send a letter of confirmation or inform someone in your organization about any details of the call, do it immediately so that you do not forget important points.
1. Before calling, you have to _____.
A. stay at your company only B. learn important data and figures by heart
C. get things ready for the communication D. choose the right time and place
2. During the call, it is unsuitable to _____.
A. be decisive B. be heard in low spirits C. check your notes D. get feedback
3. What does the underlined word “courteous” in the passage mean?
A. Polite. B. Active. C. Effective. D. Correct.
Many years ago my dad was diagnosed (诊断) with a terminal illness . He was unable to work at 36 job . He would be fine for quite a while , but would then fall suddenly 37 and have to be admitted to the hospital .
He wanted to do something to keep himself 38 , so he decided to volunteer at the local children 39 . My dad loved kids . He would talk to them and play with them .Sometimes , he would 40 one of his kids . In certain instances , he would give 41 to the sad parents of these children .
One of his kids was a girl who had been admitted with a 42 disease that paralyzed (使…瘫痪) her from the neck down . I don’t know the 43 of the disease , but I do know that it was very sad for a little girl . My dad decided to try to help her . He started 44 her in her room , bringing paints , brushes and paper . He stood the paper up 45 a backing , put the paintbrush in his mouth and began to paint . He didn’t use his hands at all . Only his 46 would move . He would visit her 47 he could and paint for her . All the while he would tell her , “see , you can do 48 you set your mind to .”
49 , she began to paint using her mouth , and she and my dad became friends . Soon after , the little girl was discharged (允许出院). My dad also 50 the children hospital for a little while because he became ill. Sometime later after my dad had recovered and 51 to work , he was at the volunteer counter one day and 52 the front door open . In came the little girl who had been paralyzed , but this time she was 53 . She ran straight to my dad and hugged him really tight . She gave my dad a picture she had done using her 54 . At the bottom it read, “thank you for helping me walk .” Sometimes love is more 55 than doctors , and my dad-who died just a few months after the little girl gave him the picture-loved every single child in that hospital .
1.. A．an important B．a steady C．an easy D．a good
2..．A．ill B．behind C．asleep D．down
3..．A．well B．wealthy C．busy D．healthy
4.. A．palace B．hospital C．center D．park
5..．A．teach B．miss C．lose D．treat
6..．A．speech B．comfort C．praise D．help
7..．A．special B．curious C．strange D．rare
8.. A．result B．reason C．name D．course
9..．A．observing B．drawing C．painting D．visiting
10..．A．with B．across C．against D．over
11..．A．head B．neck C．fingers D．eyes
12..．A．with whoever B．whenever C．as if D．as soon as
13.. A．everything B．something C．anything D．nothing
14.. A．Basically B．Naturally C．Eventually D．Suddenly
15.. A．left B．entered C．rushed to D．stayed at
16..．A．stopped B．returned C．hesitated D．refused
17..．A．pushed B．noticed C．observed D．kicked
18..．A．shouting B．lying C．walking D．jumping
19..．A．hands B．pens C．paper D．mind
20..．A．thankful B．useful C．thoughtful D．powerful
It shocked me to see ______ my neighbors treated their children.
A. why B. whether C. how D. since
He spent too much time talking on ______ phone while we were all busy at _____ work.
A. the, 不填 B. a, 不填 C. 不填, 不填 D. the, the
A man with a bleeding hand hurried in and asked, “Is there a hospital around ______ I can get some medicine for my wounded hand?”
A. that B. which C. where D. what
----Hello, may I have an appointment with the headmaster?
---_____.
A. Sorry, he is busy at the moment B. No, you can’t
C. Certainly. Wait a minute, please D. Let me see
