English at Work: More about Telephone Manner
職場英文：電話禮儀大補帖
Yes?
喂？
Stop! That's all wrong. I'm going to call you again. This time...
停!那樣不對。我再打給妳一次。這一次...
Hello. Here we are in the middle of a telephone training session with Denise and Anna. What fun!
哈囉。我們正和 Denise 跟 Anna 一起參加一個接電話訓練課程。多有趣啊!
This time, you don't say "yes" when you answer; it's rude. Call me and I'll show you how it's done. Hello? Tip Top Trading.
這一次，妳接起來的時候不要說「喂」；那樣很沒禮貌。打給我，我示範給妳看要怎麼做。你好？這裡是頂尖貿易。
Wow, that's good.
哇，太厲害了。
And you can say your name. Hello? Tip Top Trading. Denise speaking. Try it.
你也可以說出自己的名字。你好？這裡是頂尖貿易。我是 Denise。妳試試。
Hello? Tip Top Trading. Denise speaking.
你好？這裡是頂尖貿易。我是 Denise。
No!
不對!
What?
怎麼了？
Say, "Anna speaking."
要說：「我是 Anna。」
Oh, sorry. I'm so stressed by all this. Hello. Anna speaking.
噢，抱歉。這一切讓我好緊張。你好。我是 Anna。
You sound like you're sitting on a pineapple. Listen to my voice: Hello? Denise speaking.
妳聽起來就像坐在一顆鳳梨上一樣。聽我的聲音：你好？我是 Denise。
Hello? Anna speaking.
你好？我是 Anna。
Good. Now, when the person has introduced themselves—"This is Mrs. Smith" or whatever—say, "Hello, Mrs. Smith. How can I help you?" Or if you know them already, you might say, "Hello, Mrs. Smith. How are you?"
很好。現在，當來電的人自我介紹過時－－「我是 Smith 太太」還是什麼的－－妳就說：「哈囉，Smith 太太。有什麼需要我幫忙的嗎？」或是妳早就認識他們了，妳就可以說：「哈囉，Smith 太太。妳好嗎？」
Okay, what if Mrs. Smith wants to speak to Tom, but he's not there?
嗯，要是 Smith 太太想和 Tom 說話，但他不在，那要怎麼辦？
You say, "I'm really sorry. He's not available at the moment. Can I take a message?" Or, "I'm afraid he's busy. Shall I ask him to call you back?"
妳就說：「我很抱歉。他目前沒空。要我留言嗎？」或是「他目前恐怕抽不出空來。要我請他回電嗎？」
Okay.
好。
And to end a conversation, you can say, "Thank you for calling. Goodbye." Let's do another practice.
然後要結束一段對話，妳可以說：「感謝您的來電。再見。」我們再來練習一次。
Hello? Tip Top Trading.
你好？這裡是頂尖貿易。
Hello, this is Mrs. Smith.
妳好，我是 Smith 太太。
Hello, Mrs. Smith. How can I help you?
哈囉，Smith 太太。有什麼需要我幫忙的嗎？
I'd like to speak to Tom, please.
我找 Tom，麻煩妳了。
I'm really sorry. He's not available at the moment. Can I take a message?
我很抱歉。他目前沒空。要我留言嗎？
That's okay. I'll try again later.
沒關係。我等等再打一次。
Okay. Thank you for calling. Goodbye.
好的。感謝您的來電。再見。
Excellent!
太棒了!
Oh!
噢!
How did you call me without dialling?
妳是怎麼沒撥號就打給我的啊？
I didn't. That's a real call!
我沒有啊。是真的有人打來!
Oh, no. I'm all nervous now.
噢不。我現在超緊張。
Hello? Tip Top Trading. This is Anna speaking.
你好？這裡是頂尖貿易。我是 Anna。
Hello, Anna. This is Seb Lime.
哈囉，Anna。我是 Seb Lime。
Sublime?
超級棒？
Mr. Lime from Citrus Ventures. But I think we should be on first-name terms now, so call me Seb.
我是柑橘企業的 Lime 先生。不過我想我們現在應該熟到可以叫名字了，所以叫我 Seb 就好。
Okay, er, Seb. How can I help you?
好的，呃，Seb。有什麼需要我幫忙的嗎？
I just wanted to say again that your Imperial Lemon is fantastic...and I was wondering if you'd like to do lunch with me sometime?
我只是想再次強調你們的帝國檸檬很出色...還有我在想，妳是否願意找個時間和我共進午餐？
Lunch? Er...
午餐？這個...
I knew it! Mr. Lime is interested in more than just your lemons!
我就知道!Lime 先生感興趣的不只是你們的檸檬!
Would you like to discuss the Imperial Lemon?
你想要談談帝國檸檬嗎？
Forget the lemons, Anna! The reason I want to see you is more of a personal nature.
別管檸檬了，Anna!我想見妳的理由比較屬於私人性質。
Personnel? Er... Can I call you back? I'm afraid I'm a bit busy at the moment...
人事？呃... 我再回電給你，好嗎？我現在恐怕有點忙...
But...
但是...
Well, Anna! Mr. Lime, eh?
唉啊，Anna!Lime 先生，是吧？
Oh dear, Denise. I think I need a bit more help from you. He wants to talk about personnel...people, staffing...
天啊，Denise。我想我需要妳多協助我一點。他想要討論人事...人啊、員工那些...
Are you sure? I think he means a personal nature, not personnel! That Mr. Lime!
妳確定？我覺得他是說私人性質，不是人事!Lime 先生那傢伙!
Oh!
喔!
Mr. Lime, indeed. Anyway, Anna had an excellent phone manner. Let's hear those phrases again:
Lime 先生啊，不意外。總之，Anna 有很好的電話禮儀。我們再來聽一遍那些話吧：
Hello? Tip Top Trading. This is Anna speaking.
你好？這裡是頂尖貿易。我是 Anna。
Hello? Anna speaking.
你好？我是 Anna。
Hello, Mrs. Smith. How can I help you?
哈囉，Smith 太太。有什麼需要我幫忙的嗎？
Hello, Mrs. Smith. How are you?
哈囉，Smith 太太。妳好嗎？
I'm really sorry. He's not available at the moment. Can I take a message?
我很抱歉。他目前沒空。要我留言嗎？
I'm afraid he's busy—shall I ask him to call you back?
他目前恐怕抽不出空來－－要我請他回電嗎？
Thank you for calling. Goodbye.
感謝您的來電。再見。
But how is Anna going to handle Mr. Lime's request? I can't wait till next time! Bye!
不過 Anna 要怎麼應付 Lime 先生的要求呢？我真是沒辦法等到下一次了!再見!
- 「在...當中、正忙於」- In The Middle Of
Hello. Here we are in the middle of a telephone training session with Denise and Anna.
哈囉。我們正和 Denise 跟 Anna 一起參加一個接電話訓練課程。 - 「回電」- Call Back
Or, "I'm afraid he's busy. Shall I ask him to call you back?"
或是「他現在恐怕抽不出空來。要我請他回電嗎？」 - 「此刻、目前、現在」- At The Moment
I'm really sorry. He's not available at the moment.
我很抱歉。他目前沒空。 - 「與某人很熟、關係不錯」- On First-Name Terms
But I think we should be on first-name terms now, so call me Seb.
不過我想我們現在應該熟到可以叫名字了，所以叫我 Seb 就好。
