电话交流技能

Unit 1 Receiving and Responding to Calls

1. Opening and Closing* (Telephone Conve atio)

2. Identifying Cailer's Needs & Providing Information* (Telephone Conve atio)

3. Connecting and Tra ferring Calls* (Telephone Conve atio)

4. Voice Mail & Taking Telephone Messages* (Telephone Conve atio)

5. Providing Information & Explanation (Telephone Conve atio)

6. Delivering Messages (Telephone Conve atio)

7. Dealing with Complaints (Telephone Conve atio)

Unit 2 Making Calls

1. Completing Simple Business Tasks* (Telephone Conve atio)

2. Completing More Complicated Business Tasks* (Telephone Conve atio）

3. Discussing Business Issues (Telephone Conve atio）

4. Establishing Business Relatio (Telephone Conve atio）

5. Seeking Information about Products & Services (Telephone Conve atio）

6. Seeking Information about Prices & Contracts (Telephone Conve atio）

7. Negotiating with Clients (Telephone Conve atio）

Unit 3 The Telephone System

1. The Telephone

2. Landline Telephones

3. Mobile Phones

4. Internet Telephones

5. TelePhone Functio

6. Domestic Telephone Systems

7. International Telephone Systems

8. Basic Telephone Skills and Techniques

《商务英语专业中高职一体化系列教材：电话交流技能》以就业为导向，并充分考虑中高职学生教育的年龄特点和认知水平。 教材采用大量的商务电话作为材料，帮助学生获取足够的感性知识，同时体现“内容教学”的特点，展示了一个真实的商务活动的面貌。教材内容具体丰富，涉及商务活动多方面的话题，具有很强的实用性，能满足中高职学生今后用英语从事商务工作的需要。