Unit 1 Office Work Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 2 Business Travel Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 3 Client Reception Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 4 Companies and Products Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 5 Marketing Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 6 Meetings Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 7 Recruitment Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 8 Trade Fairs Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 9 Enquiries and Offers Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 10 Counter Offers and Orders Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 11 Packing and Shipment Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 12 Payment Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 13 Insurance Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 14 Conclusion of Business Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 15 Trademark, Patent, and Intellectual Property Rights Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections
Unit 16 Complaints, Claims and Settlement Background Information Learning Objectives Oral Workshop Language Focus Extended Activities Related Information Supplements for Reflections 参考文献
摘要
Courtesy is as important in speaking over the phone as in talking to people face to face. Calling Oll the Phone A person should always be certain of the number he is dialing to avoid disturbing someoneunnecessarily. If you do reach a wrong number, it is important to say "I'm sorry, I dialed thewrong number." before hanging up. When you talk on the telephone, remember your voice quality and express yourself clearlyand concisely. The person at the other end of the phone cannot see your facial expressions orgestures and the impression he receives depends on what is heard. .4nswering the Phone The most proper way to answer a telephone is "Hello." When the telephone is answered bysomeone other than the head of the house and someone says, "May I speak to Mr. X, please？" heor she should say, "Just a moment, please." If Mr. X is unable to come to the phone, the correctreply is "Mr. X Can't come to the phone now. May I have your name, and he will call you back assoon as possible？" If you must put the telephone down during the conversation, do it gently, and when you hangup, do it gently. DO NOT slam the receiver down！！！ The person at the other end may still have thephone close to his ear, and then a sudden sharp bang can be hurtful as well as rude. ansferring a Call Transferring calls on the phone at work is part and parcel of any business but it's amazinghow damaging bad practice in this regard can be when it comes to how outsiders perceive acompany. Therefore, it's important to practice good professional etiquette when it comes to calltransfers. Listen to the caller. One of the most important aspects of phone work is to listen to what thecaller is saying and that means not interrupting. Sometimes you may instinctively know within amatter of a few seconds that you're going to need to transfer the call to somebody else, but don'tbe tempted to interrupt ―― hear the caller out.
