打电话的外放功能

　　Make a call - loudspeaker

　　禁忌：不要开外放。外放会打扰到周围的人，而且外放会让听筒另一边的人感觉你从很远的地方说话，这样并不好。

　　DON’T: Don’t use the loudspeaker, you will in the first place disturb everyone around you and the caller will have the unpleasant feeling to hear you very far from the phone.

　　建议：对着话筒讲话或者使用耳机。

　　DO: Speak right into the mouthpiece or if needed use a headset.

　　打电话的声音音调

　　Make a call - voice tone

　　禁忌：不要边吃东西或边嚼口香糖边讲电话，这样会让你的声音含混不清。避免对着话筒打喷嚏或打呵欠，最好将话筒移到一边再这样做。

　　DON’T: Do not eat or chew gum while talking, it would make an unpleasant noise. If you are going to sneeze or yawn, avoid to let the caller knows by moving the phone aside your face.

　　建议：讲话声音清晰礼貌很重要。讲话时尽量用稍微低沉的声音，语速放慢，这样更容易让对方接收你的讲话信息。即使打电话不需要面对对方，还是要保持微笑，因为微笑也可以通过电话传递。

　　DO: Having a polite tone of voice is one of the most important things. Keep a slightly low voice and slow speed of talk, it is easier for the human brain to understand. Even if you are not facing the person you are talking with, smile can be heard across the phone.

　　公众场合打电话

　　Make a call - call in public

　　禁忌：讲电话不要太大声，不要打扰到周围的人。避免在公众场合如安静的餐厅，公共交通场合等大声讲电话。

　　DON’T: Don’t be too noisy, avoid to disturb people around. Avoid to pick up the phone in a restaurant, public transport, or if you cannot isolate yourself.

　　建议：轻声细语。如果你正在开会，避免接电话除非事出紧急。对与会者表示抱歉之后再接起电话。若走到室外接电话，注意不可以打扰到其他参与会议的人。

　　DO: Speak quietly and discreetly. If you are at a meeting you shall take the call only if it is an emergency. Apologise and leave the room before answering the phone. If you need to go outdoor to take the call, be at a distance far enough not to be heard by others.

　　接电话/打招呼

　　Answering the telephone/Greetings

　　禁忌：简单的“喂”“hi”适合朋友间的通话，但是并不适用于商务电话，语气随意会显得不专业不可信。

　　DON’T: ”Wei”, “Hi” may be convenient with friends, but not in a professional environment. It doesn’t show credibility or professionalism.

　　建议：接起电话后需要打招呼（Good morning/afternoon），可以提及自己的名字（这是Guillaume），还有自己的公司（Académie de Bernadac），以及礼貌地询问对方“有什么能帮到您的吗？”

　　DO: When receiving a call, you should mention a greeting (Good morning/afternoon), your name (Guillaume speaking), potentially your company (Académie de Bernadac), and a polite sentence like “how may I assist you?” “what can I do for you?”.

　　介绍自己

　　Introduce yourself

　　禁忌：给别人打电话时，不要一上来就直接说自己想要什么/要做什么。先向对方介绍自己，让对方知道自己是谁，对方才能回应你的要求。

　　DON’T: When giving a call, don’t start straight away to talk about what you want to know / to get. The person you are calling needs to understand who is he/she talking to before being able to answer properly.

　　建议：给出所有必要的信息如自己的名称，必要的话名称的正确拼写，公司及业务领域，职位以及打电话的理由。

　　DO: Make sure to give all the necessary information for the receiver: your name, including the correct spelling, your company and its field of activity, your position and of course the reason of your call.

　　合适的电话语言

　　Proper telephone language

　　禁忌：避免使用太过直接唐突的词汇如下：

　　DON’T: At all costs, avoid sounding abrupt as you can see with the following examples:

　　--等会 “Hang on.”

　　--别挂电话 “Hold on.”

　　--你是谁 “Who’s calling?”

　　--我听不见，大声点 “I can’t hear you, speak up!”

　　建议：使用礼貌用语“请...”“麻烦你能不能...”如下：

　　DO: Rather attempt sentences as “Will you please…Would you please?” The following vocabulary would be more appropriate:

　　--请问您能暂时语音等待一下吗？"May I put you on hold?”

　　--请问您是哪位呢？“May I know who is calling please?”

　　--我听不太清您说什么，您能大点声吗？“I am having a little difficulty hearing you. Could you please speak up?”

　　通话等待

　　Put callers on hold

　　禁忌：除非万不得已，和别人通话时不要接入别的电话。

　　DON’T: the rule is quite simple; you should never put anyone on hold unless it’s absolutely necessary.

　　建议：事先询问“您介不介意等待一下”或“您能稍等一下吗我有新的电话进来”并且等待对方回复确认后再这样做，并且要感谢对方的理解。或者您可以直接跟对方说稍后再打过去。

　　DO: Always ask it to your caller: “Do you mind holding?” or “May I put you on hold?” and wait for the response before doing it. When returning to your caller, remember to thank them for waiting. You can even offer to call them back at a specific time.

　　结束通话

　　Closing the conversation

　　禁忌：选用正式的“再见”而避免说一些口头语或俚语。英语中选择用“Good-bye”而要避免“bye-bye,” “Okie-dokie,” “Alrighty,” 等等。

　　DON’T: Say “Good-bye” not “bye-bye,” “Okie-dokie,” “Alrighty,” or any other slang phrase.

　　建议：选择表明完成或有结束色彩的用语例如“很高兴您打电话来”或者“很开心我们解决了这个问题”。不要忘记感谢对方致电过来。

　　DO: Start talking in the past tense and use “closing” phrases: “I’m really glad you called” or “I’m glad we resolved this concern”. Never forget to thank them for calling.

　　女士们先生们，通过本文的学习您应该掌握了一定的电话礼仪知识。

　　Ladies and gentlemen, you are now able to answer and give a phone call as a well-educated person without any Etiquette mistake.

　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　　(来源：Guillaume)