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電話(huà)禮儀的要點(diǎn)英語(yǔ)
個(gè)人禮儀是其他一切禮儀的基礎，是一個(gè)人儀容光煥發(fā)、儀表、言談、行為舉止的綜合體現，是個(gè)人性格、品質(zhì)、情趣、素養、精神世界和生活習慣的外在表現。以下內容由應屆畢業(yè)生小編為大家整理的電話(huà)禮儀的要點(diǎn)英語(yǔ)，希望能幫助到您!
When you have a conference call rather it is from business to business, or business to an employee at home or abroad conducting business, it is important that the conference calling experience is productive and smooth sailing. No matter what role you play in the conference call, it is necessary that you maintain the proper etiquette for conference calls.
當你在參與一個(gè)電話(huà)會(huì )議的時(shí)候，不管是公務(wù)之間的往來(lái)，還是在家的時(shí)候收到了單位的任務(wù)，又或者是海外業(yè)務(wù)的推進(jìn)，老道的會(huì )議經(jīng)驗都對工作的順利推進(jìn)和提高效率起到了重要的作用。無(wú)論你在電話(huà)會(huì )議中扮演什么角色，掌握恰當的會(huì )議禮儀都是十分必要的。
1.Quiet is the key
1、安靜的環(huán)境是會(huì )議的關(guān)鍵
Make sure, when you are on the conference call that you are in a very quiet room, away from any disturbances. This will make sure that you hear everything that is going on and keep themisunderstandings to a minimum. It is impossible to keep the misunderstandings at bay if you have a dog barking, machines running, or people talking in the background.
當你參與進(jìn)電話(huà)會(huì )議中時(shí)，確保你是在一個(gè)遠離任何干擾，非常安靜的房間里。這將保證你能聽(tīng)到會(huì )議的全部?jì)热�，并且使得誤解減少到最低限度。如果你周?chē)h(huán)境里有狗的叫聲，機械運轉的噪音，又或是其他人在說(shuō)話(huà)的話(huà)，那是不可能保證正確理解會(huì )議內容的。
2.The Telephone Equipment
2、電話(huà)設備
Make sure that you are using a phone that will minimize the noise in the background. Some telephone and most all cell phones will pick up even the slightest noise or interference, which will not only cause troubles for you hearing the speakers, but others as well.
確保你使用的電話(huà)可以將周?chē)胍舾蓴_降到最小。一些電話(huà)機和大部分手機會(huì )把非常微弱的噪音干擾都收錄進(jìn)去，這不僅會(huì )影響到你自己收聽(tīng)發(fā)言人的聲音，也會(huì )對別人造成麻煩。
3.Using Telephone Technology
3、使用電話(huà)技術(shù)
The mute button does wonders, but make sure you know how to use it. The mute button should be used if there is a lot of background noise that you simply cannot control or if someone is particularlytalkative. Of course, make sure you know how to un-mute for when it is your turn to speak or answer a question.
靜音鍵可以起到驚人的作用，但是你要確定自己知道怎么使用它。當你周?chē)幸恍┰胍裟銢](méi)有辦法輕易控制，或者其他人正在暢談的時(shí)候，你最好開(kāi)啟靜音鍵。當然，當輪到你發(fā)言或回答問(wèn)題時(shí)，你要知道怎么解除靜音。
4.Time
4、時(shí)間
Make sure you set the conference call up in advance and let everyone know all information such as pass code or phone number. It is also necessary that you take time zones in to consideration if you have people across several time zones to include on the conference call.
盡量做到提前為會(huì )議做好準備，讓每一個(gè)參與會(huì )議的人知道諸如密碼或電話(huà)號碼等所有信息。如果會(huì )議參與人員在好幾個(gè)不同時(shí)區里，你同樣有必要考慮好電話(huà)會(huì )議的進(jìn)行時(shí)間。
5.Being on Time
5、做到準時(shí)
If you are the conference call leader, you want to start right on time. Do not wait for others if they are late. People on the call want to start right away, because there may be other business they need to attend to. If you are simply in the call, be on time, you do not want to miss anything that might be important.
如果你是電話(huà)會(huì )議的負責人，你會(huì )希望會(huì )議按時(shí)開(kāi)始。如果有人遲到了，不要等他們到了之后再開(kāi)始。與會(huì )人員想要立即開(kāi)始會(huì )議，因為他們在此之后也許還需要參與其他的事物中。如果你是普通的會(huì )議人員，要做到準時(shí)，你不會(huì )想要錯過(guò)任何可能重要的信息。
6.Introductions
6、自我介紹
Make sure that every person on the call introduces himself or herself. This will allow for building relationships and getting people to open up and feel comfortable.
讓每一個(gè)與會(huì )人員介紹他們自己。這將有利于大家構建人際關(guān)系，還可以讓大家更放得開(kāi)，感覺(jué)比較自然。
7.Clarification
7、說(shuō)明
Not everyone will be able to tell who is who by the voice. Make sure before anyone speaks that his or her name is said first. For example, this is Bob, could you repeat that company name again.
不是每個(gè)人都能通過(guò)聲音分辨出誰(shuí)是誰(shuí)。所有人盡量在說(shuō)話(huà)前首先把自己的名字報出來(lái)。例如，我是Bob，能請您再重復一次那家公司的名字嗎?
8.Eating
8、吃東西
Never eat while you are on a conference call, who wants to hear chewing in their ear? If you must get a drink of water, put the call on mute so no one will have to hear the emitted sounds. This includes chewing gum.
絕對不要在電話(huà)會(huì )議時(shí)吃東西，誰(shuí)會(huì )愿意聽(tīng)見(jiàn)咀嚼的聲音?如果你實(shí)在需要喝口水的話(huà)，就把電話(huà)調成靜音，這樣就不會(huì )有人聽(tīng)見(jiàn)你發(fā)出的聲音了�？谙闾且舶ㄔ趦�。
9.Keep on Topic
9、不要跑題
Do not fill the call with unnecessary talk. Keep to the point, because remember there may be several people on the call that have other pressing things to do.
不要讓電話(huà)會(huì )議里都是廢話(huà)。抓住重點(diǎn)，因為要記住可能有一些正在參與會(huì )議的人還有其他緊急的事物要處理。
電話(huà)禮儀的英語(yǔ)對話(huà)
A: Hey, Helen, Do you know what happened today? I got to know I suck on the phone.
You know, in my old job I never used English at work. Everyone was Chinese, my co-workers, my boss，my clients ...I watched American TV programmes all the time,but this is totally different.
B: You have to get used to it, most people we deal with here are foreigners. Nearly all ofthe phone calls I make are in English.
A: Do you have any special rules here for making phone calls in English?
B: You mean something like etiquette? Yes, there are some guidelines, but they arentset in stone. Different people do it in a different way.
A: I think I need to go over(重溫)my phone etiquette.
B: Foreigners like to follow rules, especially the British. If you arent professional on the phone, or sound unenthusiastic or indifferent, they wont want to deal with(與……打交道)you.
A: OK, I had better start practicing.
A:嗨，海倫，你知道今天發(fā)生了什么事嗎?我才發(fā)現我打電話(huà)很糟糕。你知道，我以前的工作，上班從來(lái)不用說(shuō)英語(yǔ)，我周?chē)娜�，像我的同事、老板、客�?hù)等等都是中國人。我天天看美國的電視節目，但是這感覺(jué)完全不一樣。
B:你要習慣這里的環(huán)境，在這里，與我們打交道的大部分是外國人，我幾乎每次打電話(huà)都是用英語(yǔ)的。
A:在這用英語(yǔ)打電話(huà)有什么特別的講究嗎?
B:你是說(shuō)禮節之類(lèi)的嗎?是的，有一些規則，但也不是一成不變的，每個(gè)人的做法不一樣‘A:我想我得重溫一下電話(huà)禮儀了。
B:外國人喜歡遵循原則，特別是英國人。如果你打電話(huà)不夠專(zhuān)業(yè)，或聽(tīng)起來(lái)聲音不夠熱情，態(tài)度冷淡，他們就不愿意與你打交道。
A:好吧，我比較好開(kāi)始練習。
單詞過(guò)關(guān)
suck (俚語(yǔ))爛;糟糕
etiquette 禮儀
guideline 方針;指南
unenthusiastic 不熱情的
indifferent 冷漠的
語(yǔ)言貼士
be set in stone思是“鑲嵌在石頭里面”，引申為“一成不變的”或“不可更改的”。
常用在否定句中。如:The orders are set in stone. You can not make an exception.
軍令如山。你不能破例。
一、Answering the Call (接聽(tīng)電話(huà))
1. Timing & Greeting (接聽(tīng)時(shí)機與問(wèn)候)
Etiquette Rule: Answer within 3 rings (3 聲內接聽(tīng)) to show professionalism; start with a clear, friendly greeting including your name/company/department.
Useful Phrases:
"Hello, this is [Your Name] from [Company Name], [Department]. How may I assist you today?"
"Good morning, [Company Name] Customer Service. This is Lisa speaking. How can I help you?"
2. Clarifying the Caller’s Need (確認來(lái)電需求)
Etiquette Rule: If you’re unsure who the caller is looking for or their purpose, ask politely without interrupting.
Useful Phrases:
"May I ask who’s calling, please?"
"Could you let me know what this call is regarding, so I can direct you to the right person?"
二、During the Call (通話(huà)過(guò)程)
1. Active Listening & Response (積極傾聽(tīng)與回應)
Etiquette Rule: Avoid distractions (e.g., typing loudly, eating); use verbal cues to show you’re listening.
Useful Phrases:
"I see." / "Got it." / "I understand your concern."
"Could you please repeat that part? I want to make sure I get all the details right."
2. Being Clear & Concise (表達清晰簡(jiǎn)潔)
Etiquette Rule: Speak at a moderate pace; avoid jargon (專(zhuān)業(yè)術(shù)語(yǔ)) if the caller is not in the industry.
Useful Phrases:
"To put it simply, the issue will be resolved within 2 working days."
"Shall I summarize the key points to confirm we’re on the same page?"
3. Handling Transfers or Holds (轉接與等待)
Etiquette Rule: Always ask for permission before putting someone on hold or transferring; explain the reason and expected wait time.
Useful Phrases:
"I need to transfer you to our Technical Support team. Would that be okay? It should take about 1 minute."
"May I put you on a brief hold while I check that information for you? I’ll be right back."
三、Ending the Call (結束通話(huà))
1. Confirming Next Steps (確認后續步驟)
Etiquette Rule: Recap important details (e.g., deadlines, actions) to avoid misunderstandings.
Useful Phrases:
"Just to confirm: I’ll send the report to your email by 5 PM today, and you’ll follow up with me tomorrow morning. Is that correct?"
"Do you have any other questions before we end the call?"
2. Polite Closing (禮貌收尾)
Etiquette Rule: Thank the caller for their time; end with a positive sign-off.
Useful Phrases:
"Thank you for calling [Company Name]. It was a pleasure assisting you. Have a great day!"
"I appreciate your patience today. If you need further help, feel free to reach out again. Goodbye!"
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