ES (3) oral communication

1、English for SecretariesCao ChunchunUnit ThreelOral CommunicationContentsl3.1 Conversation etiquettel3.2 Ten ways to improve your communication skillsl3.3 Handling telephone calls3.1 Conversation etiquetteRules for talking:lSpeak clearly and sincerely with a natural tone.lLook at the person you are t

2、alking to.lMaintain a proper distance to the person you are talking to. (45-80 centimetres)Interaction distances (Hall 1966)Intimate distance. From body contact to a separation space of eighteen inches. An emotionally charged zone used for love making, sharing, protecting, and comforting.Personal di

3、stance. From one and one-half to four feet. Used for informal contact between friends. Social distance. From four to twelve feet.3. The casual interaction distance between acquaintances and strangers. Used in business meetings, classrooms, and impersonal social affairs.4. Public distance. Between tw

4、elve and twenty-five feet. A cool interaction distance used for one-way communication from speaker to audience. Necessitates a louder voice, stylized gestures, and more distinct enunciation.Interaction distances (Hall 1966)Interaction distances (Hall 1966)Hall認為，中產(chǎn)階級的美國人從以下四個方面確定交往距離：l親密距離親密距離。從身體接觸

5、到18英寸的分離空間。該情感區(qū)用于性愛、分享、庇護和安慰。l個人距離個人距離。從1英尺和1.5英尺到4英尺。用于朋友之間的非正式接觸。是把一個人跟另一個人分開的“小小的保護球或氣泡”。l社交距離社交距離。從4英尺到12英尺。熟人和陌生人之間隨意交往的距離。用于商務會議、課堂和非個人的社交場合。l公共距離公共距離。12至25英尺之間。是一個冷淡的交往距離，用于演講者對聽眾的單向交際。需要響亮的聲音、程式化的手勢和更清晰的發(fā)音。 Conversation etiquettelIf you havent met before, introduce yourself and ask their nam

6、es.lNever dominate the conversation.lBe a good listener.lDont listen in on conversations you are not part of.lAvoid talking about unpleasant or controversial things. Say nice things about people and praise those who deserve itConversation etiquettelDont ask personal questions (income, marital status

7、, property, politics, religion)lDont speak about matters beyond your knowledge and expertise.lUse polite words in your talking.lDisagree politely.3.2 Ten ways to improve your communication skillsListen without judgment.Listen with the willingness to be swayed to the other persons opinion.Listen with

8、out thinking about what you will say next. Take time before you respond.Do not be invested in being right.If your mind wanders, ask for repetition.6. In all cases repeat back what you heard and ask if it is correct.7. Listen to yourself. Find quiet moments and pay attention to what you are hearing f

9、rom yourself.8. Say it honestly, but with consideration for the listeners feelings.9. Understand and acknowledge that most things are not black or white. Get comfortable with grey.10. Have integrity and build trust.Ten ways to improve your communication skills3.3 Handling telephone callslIn general,

10、 you should be tactful, efficient, prompt, helpful, and courteous while handling the phone calls.lYou must have a polite manner, speak clearly and friendly, and address people correctly.lWhen the boss is absent or in meetings, you are to take messages. 3.3.1 A telephone message formTelephone Message

11、To _From _Tel. No. _Date _Time _Main Idea _Received by _3.3.2 Answering telephone callslGreet the caller cheerfully and identify yourself, telling him/her your companys name and your position.lListen carefully and repeat or write down if necessary, the numbers, names, time and some important message

12、s.lHave a message pad and pencil on hand.lTry not to keep a caller waiting long. If you need to look for someone or refer toAnswering telephone calls some material, let the caller know what your are doing. “Hold on, please. Ill see if Miss Bird is next door.” “Hold on, please, while I go and check i

13、n the file.”lIf it is a wrong number, you dont need to apologize, instead, accept the callers apology politely.lAnswer the phone in a natural tone, speak clearly and friendly at a moderate speed. 3.3.3 Arranging appointments through telephone Bosses usually have a tight schedule. You need to arrange

14、 appointments for your boss for the visits, meetings, interviews and business traveling, etc.lTake all the factors and elements concerned into consideration.lSufficient time must be allocated to the boss for traveling between the appointments arranged outside the office on the same day.Arranging app

15、ointments through telephone lTake special care when arranging appointments following meetings.lIf the boss has something urgent or unexpected to deal with and can not be present, you must manage to postpone or cancel the appointment, explaining the reasons and making apologies. Fix a new appointment

16、 for the boss if necessary.3.3.4 Telephone conversationsConversation 1A: Marketing department. Can I help you?B: Good afternoon. Im Rita Cindy in ABC Trading Company, secretary of Sales Manager Bob Smith. Id like to make an appointment for Mr. Smith with your manager sometime next week.A: Hold on, p

17、lease. Ill have to check the schedule.B: All right.Conversation 1A: Well, the manager doesnt seem to be busy on Wednesday afternoon and Friday morning.B: Could I make an appointment for Wednesday afternoon, please?A: Would 2.30 be convenient for your manager?B: Yes, thatll be fine.A: Ill make a note

18、 of that. Would you like me to confirm the appointment?Conversation 1B: Yes, please. You can contact me at 742- 5681 during office hours.A: Fine. Ill do that.B: Thank you very much. Goodbye.A: Goodbye.Conversation 2A: Good morning, 219-8766.B: Hello. This is Stella, Mr. Porters secretary. Could I sp

19、eak to Mr. Baker, please? A: Speaking.B: Hello, Mr. Baker. Im afraid Mr. Porter wont be able to keep his appointment with you.Conversation 2lA: That was the coming Monday, wasnt it?lB: Yes. The visitor he was actually expecting this Thursday had some kind of change in his schedule, and now hes phone

20、d to say the only day he can come is next Monday.lA: I see.lB: And the trouble is, as hes from Canada, Mr. Porter cant very well put him off. Hope you understand. A: Well, I suppose so.B: But could Mr. Porter meet you next Tuesday? Or would you prefer some other time?A: Ill be tied up next Tuesday.

21、And let me check.Thursday is not appropriate, either. Wednesday and Friday would be all right, I think.B: Wednesday mornings fine for Mr. Porter, too. Is 10.00 convenient for you?Conversation 2 Conversation 2A: Yes, fine. Ill just note it down in my diary Thats Wednesday November 21. Ill be at Mr. P

22、orters office at 10.00 then.B: Thanks, Mr. Baker. Hope we havent messed up your arrangements too much.A: Oh, no. Ill be pleased to see Mr. Porter. Please extend my regards to him.B: I will, Mr. Baker. Thank you very much. Goodbye.Conversation 3lA: Good morning. Star Engineering Company. May I help y

23、ou?lB: Yes. Id like to speak to President Short, please.lA: Im sorry. President Short is away on business at the moment. Can I take a message?lB: Yes. This is Li Lan of Exbuilding Corporation. I want to talk with him about the newly contracted project. Could you ask him to call me back as soon as possible?Conversation 3lA: Can you spell your name, please?lB: Li Lan. Li