职场英语学习：接打电话的礼仪和态度

BBC English at Work Giving feedback Episode 14: Telephone tell-tale
BBC白领工作英语第 14 集：提供反馈时用的词语，电话故事

Narrator: 大家好，欢迎回到 Tiptop Trading 贸易公司。Lime 先生订了很多皇家仿真柠檬， 而 Anna 正忙着处理这个单子。

Anna: Yes?... Who?... I can't hear you. Mr what? What? Mr Who? I don't know, you tell me. Oh, you are Mr Hu... H-U: Hu. Er... No, Tom's busy. Call back later. Bye. (hangs up) Tom, Mr Hu called for you.

Tom: Mr Hu-

Anna: Mr Hu: H-U

Tom: Anna, Mr Hu is a very important- (phone rings) Oh! What now! (answers) Yes?

Tom: I'm going to have to talk to the boss about this.

Anna: No. I'm busy, give me your number, I'll call you later. Yep, yep, 6...8... thanks. Bye! Right, now where was I?

Paul: Anna, could I have a word?

Anna: Yes. Ohhh, he must want to tell me how pleased he is with the Citrus Ventures deal.

Paul: Now, Anna... biscuit?

Anna:Thank you.

Paul: I'm a little bit concerned about something.

Anna: “I'm a little bit concerned...” Doesn't that mean something bad?

Narrator: 是啊，Anna 你得注意了。Paul 现在用的是很婉转的短语来表达他的不满。我们听听 他想说什么。

Paul: I think you need to work on your telephone manner.

Anna: Work on my telephone manner?

Narrator: 他的意思是你接电话的态度得好好改进一下to work on it – 要做好点儿。

Paul: Perhaps you should think about-

Narrator: Perhaps you should think about – 你可以考虑一下什么什么，这也是很婉转的劝 说你应该做些什么。

Paul: Anna, are you listening to me?

Anna: Yes, sorry, I was just sort of, errr, talking to myself. Could you repeat what you said please?

Paul: Right, I'll start again. I said: I'm a little bit concerned about your telephone manner. You need to work on the way you speak to clients. Perhaps you should think about being a bit more polite to clients, it's important for the image of the company.

Anna: Oh okay.

Paul: You can go now – take another biscuit with you – that's my last chocolate wafer, you lucky thing!

Denise: Anna? Is everything all right?

Anna: Yes.

Denise: What's the matter?

Anna: Paul says I need to 'w-w-w-work on' my telephone manner.

Denise: Well I was a bit concerned about it myself. And I think Tom actually mentioned it to Paul. But, look, I'll help you if you like. I'm a bit of an expert on the phone. I'll give you some lessons.

Anna: Oh thank you.

Denise: Come in early tomorrow morning, before the others get here and we'll practise.

Anna: Thank you Denise, that's very kind.

Narrator: 不得了，Denise 对Anna 这么好。正是出人意料。不过据我所知，Denise 从来都是 在电话上和人聊天，没听到她在电话上和顾客说活。Paul 用了好几个短语婉转的点出

Anna 的问题和她需要做的事情。让我们来再听一下：
I'm a little bit concerned about...
You need to work on...
Perhaps you should think about... 好了，让我们在下一期节目中看Denise 能否帮到 Anna. 再见！

Listening Challenge 听力挑战
Paul 提醒Anna 在接电话时需要注意什么？
答案：需要更有礼貌。