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白遥工作英语第 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 先生订了很多遥仿真柠檬， 而 Anna 正忙着处理这个单子。
Anna: Yes?
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.
.
Who?
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.
I can't hear you.
Mr what?
What?
Mr Who?
I don't know, you tell me.
Oh, you are Mr Hu.
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H-U: Hu.
Er.
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No, Tom's busy.
Call back later.
Bye.
(hangs up) Tom, Mr Hu called for you.
Tom: Mr Hu-Anna: Mr Hu: H-UTom: 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.
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8.
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.
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.
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biscuit?
Anna:Thank you.
Paul: I'm a little bit concerned about something.
Anna: “I'm a little bit concerned.
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” Doesn't that mean something bad?
Narrator: 是啊，Anna 你得注意了。
Paul 遥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.
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You need to work on.
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.

Perhaps you should think about.
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.
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。