TELEPHONE ENGLISH | How To Sound Professional On The Phone | Business English Lesson

電話英文 | 在通話中聽起來更專業 | 商用英文

Hello everyone and welcome to English like a native with me, Anna English

嗨大家好，歡迎加入English like a native，我是Anna

In today's lesson we're going to be learning all about...

在今天的課程中，我們要學習...喔

Excuse me, sorry

抱歉，請稍等

Hello

沒錯，我們要學的就是電話英文

That's right, we're doing a lesson all about

Telephone English

Talking on the phone can be very stressful, and I'm going to let you into a little secret

講電話有時是很有壓力的

告訴你一個秘密

I used to have a fear of answering the phone

我對於接電話有點恐懼

即使是現在，當我需要跟人通電話時

and even now I get very nervous when I have to speak to someone on the telephone

我也覺得很緊張

And it's made even worse when English is not your first language

如果英文又不是你的母語的話

情況就更糟了

The reason they're talking on the telephone is so stressful is because you're removing

講電話帶給人那麼大壓力的原因

是因為在溝通過程中非常重要的元素

important communication elements such as body language and lip-reading

包括肢體語言、透過對方嘴形判斷等

在電話中都不見了

All you have to rely on is your ear and your voice

你只能靠著聽力判斷並且用聲音表達

But in many jobs talking on the phone is a necessity and you require those skills

但是在工作場合，透過電話聯繫是不可避免的

所以你需要通話技巧

So, let's talk about telephone business English

因此，我們來談談商用電話英文

And if after this video you feel you need a more comprehensive guide

如果看完這段影片之後

你覺得你需要更深入且完整的指南

than I do have an ebook available on my website as well

你可以在我的網站上找到相關的電子書

and that is available via the link in the description box below

相關資訊及連結都在底下的影片資訊中

So firstly let's look at answering the phone

我們首先討論接電話的技巧

You cannot simply in a work environment answer the phone by saying hello

在工作場合中

通常不太可能接起電話

Because the person on the other end will think that perhaps they've dialed the wrong number

只說一句：『喂？』

因為這樣

電話另一端的人很有可能覺得自己打錯了

所以，以下示範幾句在工作場合中

So there are a few different ways in which you might answer the phone in a work environment

接聽電話的招呼語

But here are a few options. You could answer simply by saying the company name

並不是只有一個制式的方法

比如，你可以簡單地說：

公司名稱

Jitterbug Limited

（公司名稱）

Or you could answer by saying the company name and then your own name

或者，接起電話時你也可以說

公司名稱加上你自己的名字

示範：你好，（公司名稱），我是Anna

Hello, jitterbug limited, Anna's speaking

Or you could answer by saying the company name, your own name and then how may I help you

或者，接起電話時你也可以說

公司名稱加上你自己的名字

然後禮貌性詢問，有什麼需要幫忙嗎？

Hello, jitterbug limited, Anna's speaking how may I help?

示範：(公司名稱),我是Anna,請問有什麼需要幫忙嗎？

If you're the person making the call then always start off by saying hello

如果你是發話方

則一定記得在接通後先問候招呼

And then it's always good to introduce yourself now you can choose whether you want to just introduce your name

然後自我介紹

你可以簡單地報上姓名

or you could and it's probably better to introduce your name and where you are calling from?

完整的自我介紹，除了你的名字之外

更好的建議是

你還說明你是代表哪一間公司撥出這通電話

Whether you are a customer, or if you're calling from another company

也許你是某個客戶

或是你是另一間公司的人

It's always good to let them know who they're dealing with in the very early stages

讓接電話的人一開始就知道他們在跟誰說話

And always try to be clear and precise when giving this information

通話中給予的資訊，盡量簡潔但精確

But don't be surprised if you're asked to repeat this information later in the call

但就算受話方請你重複剛剛說過的內容

也不要覺得驚訝或是不耐煩

So here are some examples

讓我舉一些例子說明

Hello, this is Anna. I'm just calling because...

你好，我是Anna,我打來是為了...

Hello, this is Anna speaking. I'm just calling because...

你好，我是Anna,我打來是為了...(另一種說法)

你好，這裏是郵局，我是Anna,我打來是為了...

Hello, this is Anna speaking calling from the post office. I'm just calling because...

Some people feel it is more professional to introduce yourself with your full name

有些人認為在自我介紹時

使用全名才是專業且有禮貌的做法

However this is a little old-fashioned

但其實這好像有點過時了

But it does depend on the industry in which you work for example if you work for a law firm

不過當然要視你所在的產業來決定

舉例來說，如果你在律師事務所上班

then that definitely needs a more formal approach

自然需要嚴肅正經一些

So in a law firm you would use your full name.

所以在律師事務所這個情境中使用全名是很適當的

However in a trendy up-to-date design company then it would be a little bit old-fashioned

另一個情況

如果是摩登時髦的設計工作室

在通話中使用全名就顯得有些老派

to be using your full name on the phone

I'm much better to go for the friendly approach of just saying hello, my name's Anna

不如使用朋友般的稱呼來得友善

If I'm making the call and there's someone I specifically want to speak to

如果我撥出這通電話是要找一個特定的人

or there's a certain Department I want to be put through to

或是希望被轉接到一個特定的部門

Then I'm going to first speak to the receptionist and ask them to connect me to the right person

那我可能會先撥總機

然後請總機幫我轉接

Some of the phrases I might use are

在這個情境下，我會使用的句子有：

Hello, could I speak to Mr. X please

你好，請問艾格先生在嗎？

Hello, is it Mr. X in today?

你好，請問艾格先生今天在辦公室嗎？

Oh Hello, can you put me through to Mr. X please?

你好，能幫我轉接艾格先生嗎？

Hello, can I have extension 123 please?

你好，請轉分機123，謝謝。

Oh. If you've been given a special extension number to reach a certain person

如果你已經有對方的分機號碼

你可以直撥分機找到你要找的人

then you'll either be asked to dial the extension number in

or you'll be asked by a receptionist what extension you want

或者，也可能透過總機

and then you just quote the extension number for them to put you through

幫你轉接至你要找的分機

Thank you

But if you don't know exactly who it is you need to speak to

另一個情境是，你可能不是要找一位特定的人

You just know you need to speak to the marketing manager or the editor or

你只知道你需要找行銷經理或是編輯

somebody in the finance department for example, then you'd simply say

或是某個在財務部門的人

這時候你說：

May I speak to someone in the finance department, please?

請找負責財務的人，謝謝。

或是：請轉財務部門，謝謝。

Can you put me through to the finance department, please?

Hello is it possible to speak to the finance manager, please?

你好，可以幫我轉財務經理嗎？

If the person you want to speak to is not available

如果你要找的人不能接聽你的電話

Then you will probably be given the option to leave a message

接聽電話的人可能會請你留言

Now the information that you'll be expected to leave in a message is as follows

這時，確認你留下完整所需要的資訊

包括：

Your name, the company you're calling from, a brief description as to why you're calling

你的名字

你代表的公司

簡短說明你撥出這通電話的目的

A call to action. So tell them that you would like them to call you back or

你期望對方採取的行動或是接收的訊息：

比如說回撥電話給你

Let them know that you will be calling this afternoon

或是預告你下午會再打來一次

and they should expect your call or ask them to drop you an email perhaps

或是請他們以電子郵件回覆你

And then finally a contact telephone number or email address

最後，留下你的聯絡資訊

電話號碼或是email

This is really important. If they don't know how to contact you

這是最重要的

如果沒有留下聯絡資訊

then they won't be able to get back in touch with you

對方不知道如何聯繫你，那他們如何回覆？

Hello, it's Anna here from English like a native. I just wanted to confirm

你好，我是English like a native的Anna

我想跟你確認你明天想要幾點上課？

What time you'd like your lesson tomorrow?

If you could drop me an email to confirm what time is suitable for you then that would be fantastic

如果你能盡快用電子郵件跟我確認時間

那將是再好不過了

My email address is [email protected]

我的email如下：......

Alright, I will look forward to hearing from you. Bye

期待盡快收到你的回覆，掰！

Whether you are making the call or receiving the call, if you have any trouble understanding what the other person is saying

無論是你發話方，或是受話方

如果你不清楚對方的意思

Then don't panic. You could say one of the following lines

不要恐慌

這裏有幾句台詞給你用：

I'm sorry could you repeat that please?

抱歉，可以請你重複一次嗎？

Would you mind spelling that out for me?

你可以拼給我聽嗎？

Would you mind speaking slowly for me, please?

可以麻煩你說慢一點嗎？

I'm afraid. This is a very bad line. Could you speak up?

收訊不太好，可以請你大聲一點嗎？

Now I'm going to give you eight of the most common telephone phrasal verbs

接著是八個電話英文中常用的片語

Number one hold on

1.稍等

If you're being asked to hold on then it means wait for a moment, don't do anything

當對方說hold on,意思就是請你稍等一下

什麼都不要做

Don't end the call don't go away from the phone. Just wait, hold on

不要掛斷

不要離開，等一下就對了

稍等！

Number two hang on

2.稍等 （另一種說法）

Hang on is exactly the same as hold on. It's just slightly less formal. Hang on a second

Hang on和Hold on 都一樣是稍等的意思

不過hang on又再更口語一些

稍等一下唷

Number three

3.轉接

Put through. To be put through or to put somebody through means that you are going to connect to the call

請人轉接或是被轉接

意思是與對方接上線

Hang on a moment. I'll put you through

請稍等，我將為你轉接。

Number four

4.接通

Get through. If you get through it means you have been successfully connected

接通，指你成功地與對方連線

If you can't get through it means you've tried to call but you can't connect with anyone

can't get through 無法接通

意指你試著與對方聯繫卻沒有回應

Perhaps nobody is answering the phone or perhaps the phone line is busy

可能電話無人接通

或是電話忙線中

I just can't get through

我就是打不通！

Number five hang up

5.掛斷

If you hang up then you end the call so I could say

Hang up掛斷，意思是你結束通話

所以我可以說

He just hung up on me I can't believe it

他居然掛我電話

我真不敢相信

or I might say wait don't hang up. I think he's just walked in the office now. I'll put you through

或者我可以說

等等，別掛電話！

他現在正好走進辦公室，我幫你轉給他。

Number six Call back

6.回電

If you call someone back, It means that you are returning their call so you might ask for a call back

call back,回撥給找你的人

所以你也可以要求別人回電給你

Hello. Could you call me back in five minutes? I'm very busy right now

可以請你五分鐘後回撥給我嗎？我現在有點忙

Number seven. Pick up

7.接聽

To pick up means to answer the call. So if the phone is ringing. I might say to you. Could you pick that up?

pick up,接聽電話

如果電話響了，我可以說：可以請你接一下嗎？

Could you pick up the phone?

可以請你接電話嗎？

Did you pick up the call?

你有接那通電話嗎？

And finally number eight get off

8.收線

If you get off then you get off the call, you get off the phone, you end the conversation

Get off,收線，結束通話的意思

So I must get off the phone. I'm so sorry. I've got to get off now. Bye

抱歉，我得要收線了，掰

And on that note I too must get off but before I leave, don't forget to give this video a thumb up if you enjoyed it

If you do want a more comprehensive guide to business telephone English then do remember

There's a link to the e-book down in the description box below

along with lots of other fantastic links including my social media links

So come and follow me on Instagram on Facebook on Twitter if you so desire

Otherwise, don't forget to subscribe

Have a wonderful day, take care and goodbye