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2 文本与答案
Receiving calls 接听电话
学习内容提要：
·Learnuseful expressions for gaining time, checking and clarifing information
学习赢得时间，核对与澄清信息的有用表达
·Practiceusing ‘fillers’ such as well or hm 联系使用well 和 hm 之类的“补白词”
·Thinkabout how words are grouped and stressed 思考在何处断句及重读
·Practise giving numbers 练习说数字
Context 情景
1 剪下以下卡片并把它们扣在桌上。逐张翻过来，应答上面的问题。哪些问题是你需要花时间思考才能回答的？
| How are you? | What’s your extension number? | What is the annual turnover of your company/a company you know? |
| What would you say is the main reason clients work with your company / a company you know? | What do you enjoy most about your job/ English course? | Could you spell your name, please? |
| Who are the main competitors of your company / a company you know? | How long have you been learning English? | What would you change about your company / college? |
2 阅读下面的段落，它摘自一本关于高效电话沟通的书。你同意其说法吗？
Receiving a telephone call is very different to making one, When someone else calls you, you don't know what the conversation is going to be about. It could be an enquiry, a complaint or asocial call. You might also be in the middle of doing something when the telephone rings, so you will need a few moments to switch your thoughts.However, you can help yourself by gaining time to think and checking that what you have understood is correct. This means ‘correct’ not only in terms of the language (if the phone call is not in your native language),but also in terms of what the caller actually meant. |
Presentation 语言呈现
1请听连锁餐厅Eatwell 德国地区总经理Werner Bader 接听美国Eatwell 总部销售总监Louise Giles 电话的录音。按你听到的内容给下列句子排序。
a Louise checks she heard thesales figures correctly. b Werner explains why hedoesn't have some information.、 c Louise explains the purposeof her call. d Werner warns Louise he maynot have all the information she needs. e Werner gains time to think how sales compare with last year. f Werner checks the boardmeeting is next week. | 【 】 【 】 【 】 【 】 【 】 【 】 |
| 小贴士 如果你想要做数字方面的练习，可以使用以下表格。 |
|
Practise saying the following.
00 44 1745 286093 9 a.m 0776 8932224 17.00 +48 61 852 0197 20.30 34.10 13½ ＄718.23 8¾ ￥5250 62.25 1992 41% 31st October 2020 7,900 15th July 2004 7,900, 000
|
赢得时间
2 再听一遍录音，勾选你听到的表达。
1 Let me just think. [ ]
2 I’m sorry,Ican’t say right now. [ ]
3 I have toget back to you on that. [ ]
4 I’m not the best person to answer that. [ ]
5 I’d rather notsay. [ ]
6 I’ll needto work it out it out and let you know [ ]
7 Can I put it in ane-mail？ [ ]
8 Er,well, I don’treally know. [ ]
9 Hm,goodquestion... [ ]
10 Just a moment... [ ]
3 请下利句子注意说语者如何将句子“分块”断句及连读，怎样使句子读起来更顺畅。划分句子。参照3.8.3给出的答案核对你的答案，然后跟读句子，模仿你听到的读音。
Example Let me just/think.
1 I'm sorry, I cant say right now.
2 I'll have to get back to you on that.
3 I'm not the best person 1o answer that.
4 I'd rather not say.
5 I'll need 1o work t out and let you know.
6 Can Iputit in an e mail?
7 Er, well, 1 don't really know.
8 Hm, good question..
9 Just a moment..
小贴士 如果你一下子记不住左边所有的表达，可以试着使用一些“补白词”。以英语为母语的人经常使用类似er...,well...,hm...这样的短单词和发音。 |
核对与澄清
4 用方框中所给的词补全下面的句子，这些句子可以用来核对和澄清通话中可能获得的信息。接着再听一遍Werner Bader 和Louise Giles 的电话内容，核对答案。
Which say I didn’t did you seventeen |
1 _______________ say that the meeting was next week?2 Excuse me , ________________ catch that.
3 Did you ___________ “three hundred and seventy ” or "________________"?
4 Excuse me,south-west and ______________ region?
小贴士 你也可以重复你听到的信息，便于说话者纠正你可能误听的内容。注意听Louise如何重复Werner 说过的€16000，Wernwr并没有纠正她，因此她可以确定所听到的信息是正确的。 |
5 请听下列句子。注意说话人是如何重读某些词来核对信息正误的。如下例用所示，在你听到的重读单词(或单词的一部分 )下面画线。核对书后答案，然后跟读句子，模仿录音中的重读模式。
Example Who did you say I should speak to?
1 Can you repeat that, please?
2 Did you say ‘seventeen' or 'seventy'?
3 Sorry, which department did you say?
4 When was the delivery due?
5 Sorry, I didn't catch that.
小贴士 如果你不理解某个单词或短语，当你重复时重读这些词，这样对方就会明白你不理解的是哪些部分 |
Practice演练
1 重新排列下列单词，形成完整的句子。这些句子可以用来在接听电话时赢得时间。
1 think / me/ let / just
2 it's/ mind/ I'm / slipped / my/ afraid / just
3 you/ can/ later/call/I/ ?
4 moment/ not/ at/ I'd/ say / the / rather
5 interesting / that's / extremely / an / question
6 need/ I'll/it/ to/ to/ check/ just/ get/ you / back/ and
小贴士 注意"just" 的使用，它经常用作“补白词”或“软化剂”。 |
2 用练习1中的一些句子来补全以下对话。
▲What are the prospectsof bet profts 's next year?
+_____________________________________________________________________________
▲When is the shipment due to, leave? The date was brought forward, wasn't it?
* ______________________________________________________________________________
▲ Can you explain the 20% difference on the balance sheet?
+ _____________________________________________________________________________
3 假设你不确定以下黑体字部分的信息是否正确，写下你会用来核对这些信息的表达。
1 Thirty per cent of the budget is going to advertising.
_________________________________________________________________
2 You need to speak to Jenny Wilding.
_________________________________________________________________
3 That's right, Mrs Judge - J-U-D-G-E. She's Head of Finance.
_________________________________________________________________
4 I think he's coming to visit next week, or is it the week after? No, it's next week.
___________________________________________________________________
5 You'll be speaking first thing in the morning, at 9.30.
___________________________________________________________________
6 Can you e-mail it to me? No, you can't send attachments from there---you'd better fax it.
______________________________________________________________________________
4 请听音频3.4中 4个简短片段，用练习3中的答案来补全对话。补在停顿处。
5 改正下列句子中的错误。这些句子可以在接听电话时使用。
1 Can you to say that again, please?
2 My colleague wills call you as soon as he comes out of hismeeting.
3 Sorry,1 heard,you not.
4 Said you‘eight thousand'or eighty thousand?
5 My client doesn't can wait much longer.She needs to know by Friday
6 你接到法国里昂APQ Assurances 财务经理Philip Druguet的电话。他想告诉你最新的数据。根据以下笔记，用本单元所学过的单词和句子写一篇对话。练习对话，并将其录下来。
Notes
Information fom philipe : Questions to me:
·Overheads up by 12.9% ·What are the local profit and ·Salaries up by 4.3% loss forecast for the next five years？ ·Bank loans down to€100,000 ·How does this yeaur compare with last yeat? |
Consolidation巩固练习
1假设你在毫无准备的情况下接听了包含很多具体信息的电话，在下列框架内做笔记，这可以使你高效地处理此类电话。
| Phrases to gain yourself time | |
| Phrases to check you’ve understood correctly | |
| Useful pronunciation features (word stress / ‘chunks’) | |
| Useful ‘fillers’ | |
| Key vocabulary | |
| Cultural comments | |
| Other |
2 当你接听完电话，回顾电话内容，记录下你处理得好的地方，以及下次接听电话时可以改进的地方。
Reference 重要词汇和表达
Useful phrases实用表达
Gaining time赢得时间
I'm sorry, I can't say right now. | 很抱歉，我现在无法告诉您。 |
I'll have to get back to you on that. | 我过后再给您回电话讨论此事。 |
I'm not the best person to answer that. | 我并不是回答此问题的最佳人选。 |
I'd rather not say. | 我还是不要说吧。 |
I'll need to work it out and let you know. | 我需要将其计算出来，再告知您。 |
Can I put it in an e-mail? | 我能发电子邮件告知您此事吗? |
Er, well, I don't really know. | 哦，这个，我不太清楚。 |
Hm, good question... | 嗯，好问题... |
Just a moment... | 稍等一会儿.... |
Checking and clarifying核对与澄清
Who did you say I should speak to? | 您是说我得找谁? |
Can you repeat that, please? | 可以请您重复- 遍吗? |
Did you say 'seventeen' or 'seventy' ? | 您说的是17还是70? |
| Sorry, which department did you say? | 抱歉，您刚刚说的是哪个部门？ |
| When was the delivery due? | 交付期限是什么时候？ |
| Sorry, I didn’tcatch that. | 抱歉，我没听清楚您刚才的话。 |
Vocabulary 词汇
Finance 财务
| balance sheet 资产负债表 | bank loan 银行贷款 |
| board meeting 董事会会议 | chase up 催促 |
| budget n. 预算 | comparison n. 比较 |
| compare with 与 ……相比 | double-check v.复查；复核 |
| rough figure 粗略数字 | exact figure 确切数字 |
| figure n.数字 | finalize v.使（计划、交易等）确定；最后定下 |
| forecast v.预测 | Head of Finance 财务主管 |
| overhead n.（企业的）经常性支出，运营费用 | profit n. 利润；盈利 |
| salary n. 工资 | shipment n.货物 |
| total sales figure 总销售额 | be up by about €16,000 增长约16,000欧元 |
Receiving calls 接听电话
| check v.检查；核查 | chunk n.大块 |
| clarify v.澄清 | clarification n.澄清 |
| echo the information 重复信息 | gain time 赢得时间 |
| get back to someone on something 过后给某人回电话讨论某事 | slip your mind 被忽略；被忘了 |
| speaker's intention 说话者意图 | stress a word 重读一个词 |
Review 复习
Skills 技巧
将下面的段落补充完整。
Some people think that receiving a call is more difficult than making one because you can plan what to say before making a call, but when you receive a call, it might take you by surprise. However, to be effective when receiving a call, you can …
Useful phrases 实用表达
1 将下列句子填在下框的适当位置。
·Sorry, I didn’t catch that. ·I can’t say right now. ·Hm，good question.
·I’d have to double-check. ·Sorry, which region did you say？
·Can I put it in an e-mail？ ·Was that ‘sixty ’or ‘sixteen’?
| Gaining time | Checking and clarifying |
2 用下列提示造句。
1 you/ can / repeat?
2 I/ will / get back / you
3 I/ can / not / say
4 I / will / have to / check./ I / can / call / later?
5 you / say / thirteen? / I /hear / not / what / you / say
Vocabulary 词汇
用与财务相关的词汇补充下列蛛网图，并用这些单词与短语造句。
Pronunciation 发音练习
大声朗读下列句子，重读必要的词以核对括号里的信息，并将其录下来。
1 Did you say Thursday next week? (or Tuesday?)
2 Did you say Thursday next week? (or this week?)
2 Was the plane at two fifty or two fifteen? (the time)
4 Was the plane at two fifty? (the mode of transport)
5 Is he the Finance Director? (or Manager?)
6 Is he the Finance Director? (or Sales?)
| 学习建议 以蛛网图的形式列出一个特定主题的相关单词和短语，这是掌握词汇的一种有效方法，同时也可以帮助你学习这一主题的相关知识。要经常试着用学到的单词、短语造句，确认是否已真正掌握其意思并学会如何应用。 |
