-
1
-
2 文本与答案
Dealing with problems
解决问题
学习内容提示： Ø Consider how to deal with technical problems, interruptions and incomprehension思考如何解决技术问题、被打断和理解困难 Ø Learn useful phrase for describing problems, warning and apologizing学习描述问题、提醒和道歉的有用表达 Ø Practice useful phrase for stress and tone 练习单词/句子重读和语调 Ø Consider the use of mobile phones思考移动电话的使用 |
Context 情景
1 剪下以下卡片，两两组对，形成电话沟通中可能出现的问题。
| The line is | Bad. | Reception has |
| Broken up. | I was | interrupted. |
| We were cut | off. | He spoke too |
| quickly. | The battery in my mobile | ran out. |
| I didn’t have | The information on me. | I didn’t want |
| To discuss details over my mobile. | She couldn’t | hear very well. |
2阅读以下从商杂志摘出的一段关于移动电话使用的文章，然后回答问题。
Mobile phones - the dangers Mobiles phones have become so common-place today that many of us don’t consider the potential problems we are creating by using them - especially in the business world. First of all, how do you feel when you’re mid-deal and the reception breaks up, which often happens if you’re making a phone call while onthe train, and what sort of impression do you give your business partner? Secondly, you’re speaking on your mobile while walking along the street and traffic rumbles past or a baby cries - it can be difficult to hear the person you’re speaking to. Then, can you be sure you heard the details of your conversation correctly? Or perhaps you’re interrupted - often unintentionally, as people don’t realize that you’re on the phone - mobiles are becomingsmaller and less conspicuous day by day, after all. And finally, it’s worrying how many people forget that others around them can overhear conversations on mobile telephones. Perhaps avoid discussing candidates for a job or giving bank-account details over a mobile phone in a public place... |
1 Which problems does the article mention?
2 Do you agree or disagree with what it says? Complete the appropriate sentence below.
I agree/ disagree with the article because________________________
Presentation语言呈现
Tom 和 Gianni 是一起策划广告宣传的同事，请听他们二人的电话对话。下框中的内容有些是对话中提到的，请将它们圈出来。
meeting nextweek advertising problem confidential information being cut-off not having enough time surroundings too noisy being interrupted leaving a message dealing with voicemail |
Dealing with problems 解决问题
2 填入所缺的单词或短语，补全对话。再听一遍Tom与 Gianni 的对话，核对答案。
1 We ________ get cut off.But we need to talk about theadvertising campaign - we have a problem. If we ________ reception, ________ call you back as soon as I can.
2 I’m not________ we’re targeting the right market. I ________ we can bring in the numbers of customers weneed by cold-calling and sending brochures.We need by more ________ .
3 You’ll ________ that last bit again-I didn’t ________ it.
4 Hi, Gianni, it’s Tom again. I’m sorry,we________. I was suggesting using text messaging and e-mail to advertise. Whatdo you think?
5 Oh, just a minute, Gianni, I need tofind my ticket-_______...OK, I’m back, _______.
6 Actually, Gianni, it’s ________ talkingright now. I’m afraid ________ you back later. I’ll call you when I’m back inthe office...
3 听音频5.2中的句子，注意哪些词语重读了，在a和b中正确句子后面的方框里打钩。
1 a If we lose reception , I’ll call you back assoon as I can.
b If we lose reception , I’ll callyou back as soon as I can.
2 a You’ll have to say that last bit again-I didn’t catch it.
b You’ll have to say that last bit again-I didn’t catch it.
3 a I’m sorry, we got cut off.
b I’m sorry, we got cut off.
4 a Hold on ...OK, I’m back, sorry about that.
b Hold on ...OK, I’m back,sorry about that.
5 a Actually, Gianni, it’s awkward talking right now.
b Actually, Gianni, it’s awkward talking right now
小贴士 参见Unit3的内容，复习如何使用重读以便清楚地传达信息，核对信息和澄清信息。 |
4 听并跟读这些句子，确认自己重读了关键词。
Practice演练
1 根据下列句子的功能，将其填入下面图表的适当位置。
I think we’re going to get cut off...
You’re have to speak up.
I’m going to have to call you back;I can’t hear you.
Well ,I’m afraid I can’t really say right now.
Sorry,not you-I’m talking to the ticket collector.
I’m afraid you’re breaking up...
We might get cut off any minute now...
I’d rather tell you inprivate.
Just a moment, Bob’s just saying something..
2 用类似 I’m afraid, I’m sorry,could you 和 please 这样的用语重写下列句子，使其更有礼貌。
1 Reception’s bad.
2 What? Speak up, will you?
3 Hang on, I’m talking to someone else.
4 That’s confidential.
5 It’s very noisy.
6 I don’t have that information.
3 请听下列图表中的表达，并用这些表达恰当地回应可能遇到的问题。
Example
+ Oh ，what happened? I was talking and I couldn’t hear you...
■ Sorry, we got cut off.
| Apologizing / Describing problems | Warning |
| Sorry, we got cut off. I’m afraid I didn’t hear that last part. It’s confidential information, so I’m afraid I can’t say right now. | Yes, it might be better if I call you back on the landline. Yes, but we might lose reception. If we get cut off, I’ll call you back tomorrow. |
4 请听练习3中的表达，标记出重读单词，并跟读。
Sorry,we got cut off.
I'm afraid I didn't hear that last part.
It's confidential information, so I'm afraid I can't say right now.
Yes, it might be better if I call you back onthe landline.
Yes, but we might lose reception.
If we get cut off, I'll call you back tomorrow.
小贴士 重读关键单词（表达最重要信息的单词），使对方可以在有干扰的环境下也能听清楚你要传达的信息。 |
5 用方框中动词的适当形式补全句子。
| become send finish have to lose might interrupt call |
1 I’m calling from a train, so I might ________ reception.
2 If the reception_________ too bad, I ________ back tomorrow.
3 I can’t hear you.You ________ speak up.
4 It ________ be agood idea to arrange to meet so we can discuss confidential issues.
5 It’s no good. The line’s too bad. I’ll have to ________you an e-mail.
6 We________discussing this next week if John ________ us now.
Consolidation 巩固练习
1参考以下框架，思考你在打电话中可能会遇到哪些问题。
| Possible problems | What you can say |
| Might lose reception on mobile phone. | If we get off, I’ll call you back tomorrow. |
2 现在计划一个电话的内容，或者计划在接听有问题的电话时该说的话。
3 接听或拨打电话后，反思电话内容，思考下次是否可以改进。
Reference 重要词汇和表达
Useful phrases 实用表达
Warning about bad reception 提醒信号不好
I think we’re going to getcut off... | 我想我们的电话要被切断了...... |
I’m afraid you’re breaking up... | 恐怕你的信号要断了...... |
We might get cut off any minute now... | 我们现在随时都可能被切断...... |
Not being able to hear听不清楚
You’re have to speak up. | 你得说大声点。 |
I’m going to have to call you back. I can’t hear you. | 我得给你打回去，我听不清楚你说什么。 |
I’m sorry, I didn’t hear that. | 很抱歉，我没听清楚你说的话。 |
Sorry,I missed the last part. | 不好意思，我没听清最后一部分内容。 |
Being distracted注意力被分散
Sorry,not you - I’m talking to the ticket collector. | 不好意思，不是对你说的——我在跟检票员讲话。 |
| Just a moment, Bob’s just saying something... | 稍等一会儿，鲍勃正在说话...... |
Avoiding giving confidential information 避免透露机密信息
Well, I’m afraid I can’t really say right now. | 嗯，很抱歉我现在不能说。 |
I’d rather tell you inprivate. | 我想私下跟你说。 |
Dealingwith key information处理关键信息
Could you spell your name,please? | 请问能告诉我你的名字怎么拼吗？ |
What did you say your address was? | 你刚刚说你的地址是什么？ |
Can I just check your e-mail address? | 我可以核对一下你的电子邮件地址吗？ |
Is your company’s website www. ...? | 贵公司的网址是www. ……吗？ |
Vocabulary词汇
Marketing/Advertising市场营销/广告
advertisement n.广告 | advertise v.做广告；宣传 |
advertising campaign广告宣传；推广活动 | client n.客户；顾客 |
brochure n.小册子 | cold-calling n.（无事先接触而打给潜在顾客的）推销电话 |
competitor n.竞争者 | customer n.顾客；客户 |
discount n.减价；折扣 | introductory price试订价格；试销价格 |
promote products 推销产品 |
Dealing with problems解决问题
apologize v.道歉 | be interrupted 被打扰；被打断 |
be /get cut off（电话）中断，掉线 | break up 断开 |
confidential adj.机密的；机要的 | encounter problems遇到问题 |
noisy adj.吵闹的 | noise n.噪音 |
reception n.（无线电或电视等信号的）接收 | I’m sorry. 我很抱歉。 |
warn v.提醒；警告 | apology n.道歉 |
Review复习
Skills技巧
你在打电话时会遇到哪类问题？记录下来。
Useful phrases 实用表达
1 记录一些你可以在下列情况中用到的表达。
1 say you can’thear
2 explain you’ve been interrupted
3 explain you don’t want to saysomething confidential over a mobile phone
4 warn about getting cut off
5 apologize for not catching something
2 从每句话的斜体部分中圈出动词的正确形式。
1 If we losereception, I’ll / I’m call you back as soon as I can.
2 You / You’ll have to speak louder - I don’t can / can’t hear you.
3 We might to get / get cut off.
4 I’ll call you back tomorrow if we get /got cut off.
5 You’ll have to call / have call /calling me back - reception’s very bad.
3下面五个解释各描述了一个事物或概念。你能猜到它们是什么吗？
1People and / or companies who sell the same product and / or offer the same service as you
2 A reduced price / charge less for something
3 To try and sell more products
4 A way of trying to increase sales by having more adverts, leaflets, etc.
5 A magazine showing the service and / or product
Pronunciation 发音练习
再听一遍音频5.1，注意带有have to和will的句子的发音。记住，haveto 中的to是短音（弱读), have读起来像haf，will在口语中经常读成缩读形式，即’ll的形式。跟读你听到的例子，并将自己读的录下来。
学习建议 你可以用卡片来记单词。在卡片正面写下单词或短语，在卡片背面写下其含义。 只看背面的含义作为提示，试试自己是否记得相应的单词或短语。 |
