在打電話時(shí)如何問(wèn)候他人

楊舟

編者注：在接打電話時(shí)，禮貌的問(wèn)候會(huì)讓整個(gè)通話變得更加通暢。

1

If youve been answering the phone in a slapdash1 manner， think about how you impact others hearing you. For starters， you dont know who might be on the other end of the phone—it could be a future boss and your first impression has left the caller feeling less than enthused about your phone manner！Remember that a good beginning ensures a good ending. If you find the phone intimidating at the best of times， improving your answering technique will help to boost your confidence because you only have to switch into a polite mode and follow the routine to overcome those initial nerves. Once youve practiced this enough times， itll feel like second nature and youll perform it flawlessly2.

如果你一直以一種輕率的方式接電話，要想想會(huì)對(duì)接你電話的人會(huì)有什么影響。首先，你不知道電話的另一端可能是誰(shuí)——可能是你未來(lái)的老板，你給人的第一印象會(huì)大打折扣！記住，有好的開(kāi)始才有好的結(jié)局。如果你發(fā)現(xiàn)在最適當(dāng)?shù)臅r(shí)候來(lái)的電話卻讓你緊張不已，那就改進(jìn)你接打電話的技巧，這有助于增強(qiáng)信心，因?yàn)槟阒恍枰袚Q到禮貌的模式，遵循慣例來(lái)克服最初的緊張情緒。只要練習(xí)得足夠多，你就會(huì)習(xí)慣成自然，會(huì)表現(xiàn)得很完美。

2

Be aware of the tone of your voice. Without being able to see you， people will draw conclusions about your trustworthiness， reliability and confidence from how you sound. If youre answering the phone for the sake of making business deals， this may be the only chance you get to impress a potential client or business partner. The tone of your voice is impacted by such things as clear or muffled3 speaking， the mood youre in and the enthusiasm you have for taking the call. You might think that your voice is loud or clear enough to be heard by others， but this is not necessarily so. On the other hand， shouting is just as bad as mumbling4 and will give the caller a shock.

·Aim for a clear voice that is loud enough to be heard but doesnt shout.

·Keep your tone of voice pleasant and welcoming. Even if there are other things going on in the background of your life， be reluctant5 to infect your tone with this unless its your mom or similar who will listen to your woes6.

·Try to stay standing up when answering the phone. This enables better breathing. In standing up， youll have more energy and this will come across to the caller in your voice.

·Smile when you answer the phone. The smile will be heard in your voice and keeps a positive energy going.

注意你聲音的音調(diào)。因?yàn)榭床坏侥?，人們?huì)從你的聲音中得出關(guān)于你的可信度、可靠性和信心的結(jié)論。如果你接電話是為了做生意，這可能是你給潛在客戶或商業(yè)伙伴留下深刻印象的唯一機(jī)會(huì)。你的語(yǔ)調(diào)會(huì)受到說(shuō)話清晰度的高或低、你的心情以及你接聽(tīng)電話的熱情等因素的影響。你可能認(rèn)為你的聲音足夠響亮或清晰，對(duì)方可以聽(tīng)到，但并不一定如此。另一方面，大聲嚷和嘟囔一樣糟糕，都會(huì)讓對(duì)方大吃一驚。

·以聲音清晰為目標(biāo)，聲音要大到可以聽(tīng)到，但不要大聲嚷。

·保持語(yǔ)氣愉快和熱情。即使在你生活的背景中還有其他的事情發(fā)生，也不要因此影響你的語(yǔ)氣，除非對(duì)方是你的母親或類似會(huì)傾聽(tīng)你悲傷的人。

·接聽(tīng)電話時(shí)盡量站直。這能使你呼吸更通暢。站起來(lái)的時(shí)候，你會(huì)有更多的能量，這會(huì)通過(guò)你的聲音傳達(dá)給來(lái)電者。

·接聽(tīng)電話時(shí)要微笑。微笑會(huì)從你的聲音中傳達(dá)出來(lái)，并使你保持正能量。

3

Stop drinking or chewing food or gum before taking a call. Each of these sounds comes through to the caller on the other end of the line and they sound terrible. Other bodily noises to avoid when answering or speaking on the phone include flatulence7， burping8， smacking9 your gums10 together， yawning， mumbling and so on. If you have no choice but to sneeze or cough， excuse yourself and quickly cover the phones sound piece.

在打電話前不要喝水或嚼食物或口香糖。這些聲音傳到電話線另一端的人的耳中，聽(tīng)起來(lái)很糟糕。在接電話或打電話時(shí)要避免有其他聲音，包括脹氣、打嗝、嚼口香糖、打哈欠、嘟囔等等。如果你沒(méi)辦法，非打噴嚏或咳嗽不可，請(qǐng)對(duì)方原諒，并迅速捂上電話的話筒。

4

Answer promptly. A phone that continues ringing leaves time for people to wonder why youre so slow at answering it. When you eventually get around to picking it up， its possible that theyll be unfavorably disposed to you because theyve become a little impatient and theyll wonder if you take them seriously. This is especially important in a work or business context but it can also matter on the home front unless your callers are family who are already used to slow response times.

迅速接聽(tīng)。一部持續(xù)在響的電話給人們留下了時(shí)間去思考為什么你接電話這么慢。當(dāng)你最終決定接聽(tīng)電話時(shí)，他們可能會(huì)對(duì)你不太友好，因?yàn)樗麄儠?huì)有點(diǎn)不耐煩，并懷疑你是否認(rèn)真對(duì)待他們。這點(diǎn)在工作或商業(yè)環(huán)境中尤其重要，但在家人電話中也很重要，除非來(lái)電者是已經(jīng)習(xí)慣了你慢吞吞接電話的家人。

5

Greet the caller with a “Hello”. If you need to be more professional， say something like “Good morning” or “Good afternoon”. Avoid saying “hi” in anything but the most informal context， unless youre keen to sound like a kid. Give your name and if youre at work， give your work title and/or the department youre in.

·A formal example， “Hello， my name is Elizabeth Jones from the Legal Services Department. How may I help you？”

·A less formal example， “Hello， this is Jeremy speaking， from the Brown residence.” You dont have to state your family name if you dont wish to.

·You can simply say， “This is XYZ. May I know whos there on line？”

·If youre taking calls professionally， always say “Good morning/afternoon”， etc， first， before you go onto the company name. For example， “Good morning， this is Mark. You have reached ‘The Local Deli， how can I help you？” People invariably miss a small portion of what you say first， so if you say the business name as a greeting， the caller may well be unsure they have the right number， and have to ask， which makes your business seem unprofessional and can irk11 the client.

用“你好”問(wèn)候來(lái)電者。如果你需要更專業(yè)一些，可以說(shuō)“早上好”或“下午好”。除了在最不正式的情況下以外，不要在任何正式的場(chǎng)合說(shuō)“嗨”，除非你喜歡讓人聽(tīng)起來(lái)像個(gè)孩子。報(bào)出你的名字，如果是在工作中，要說(shuō)出你的職務(wù)和/或所在的部門。

·一個(gè)正式的例子：“你好，我是法律服務(wù)部的伊麗莎白·瓊斯。我能幫你什么忙嗎？”

·一個(gè)不那么正式的例子：“你好，我是杰里米，來(lái)自布朗公寓。”如果你不愿意的話，你不必說(shuō)出你的姓氏。

·你還可以簡(jiǎn)單地說(shuō)：“這是XYZ。我能知道是誰(shuí)在打電話嗎？”

·如果你是專業(yè)人士，在你報(bào)出公司名稱前，一定要先說(shuō)“早上/下午好”等。例如：“早上好，我是馬克。這里是‘本地熟食店，我能為你做些什么嗎？人們總是會(huì)錯(cuò)過(guò)你說(shuō)的第一句話中的一小部分，所以如果你把企業(yè)名稱作為問(wèn)候語(yǔ)，打電話的人很可能會(huì)不確定他們是否打?qū)α穗娫?，就不得不詢?wèn)，這會(huì)使你的業(yè)務(wù)看起來(lái)不專業(yè)，并可能會(huì)激怒客戶。

6

Listen politely and carefully to the callers request. During this brief moment， youll become aware of whether the caller wishes to speak with you， whether you can continue formally or informally or whether you need to take a message or pass the phone to someone else. During this fact-establishing moment， remain courteous12 and dont interrupt. If the other person hasnt given their name or it isnt clear to you， be sure to ask for clarification at this early point. Something along the lines of “Im sorry but I didnt catch your full name， Madam.” should work.

·If youre so busy that the phone call will be an interruption， then you really shouldnt answer the phone. By answering the phone， you are intimating13 availability to talk on it， even if only for a few minutes. Never tell someone that youre too busy to talk to them right now; let the answering machine or voicemail do the talking if this is really the case， especially if youre on the line to someone else.

·Never answer a phone as a means for imprinting your self-importance on the caller. Answering with a brutal “Im in a very important meeting， and I cant take your call right now” is plain rude and it is a call that you should not have responded to.

禮貌而仔細(xì)地傾聽(tīng)來(lái)電者的要求。在這個(gè)短暫的時(shí)刻，你會(huì)意識(shí)到打電話的人是否希望與你交談，你是否要正式或非正式地繼續(xù)聽(tīng)電話，或者你是否需要帶口信或?qū)㈦娫掃f給其他人。在這個(gè)事實(shí)認(rèn)定的時(shí)刻，保持禮貌，不要打斷。如果對(duì)方?jīng)]有說(shuō)出自己的名字，或者你沒(méi)聽(tīng)清楚，一定要在這個(gè)階段詢問(wèn)確認(rèn)?！皩?duì)不起，我沒(méi)聽(tīng)清您的全名，夫人。”這句話應(yīng)該用得上。

·如果你太忙了，接電話會(huì)打擾你，那么你真的不應(yīng)該接電話。接聽(tīng)電話暗示著你有空講電話，即使只是幾分鐘。千萬(wàn)不要告訴別人你太忙了，現(xiàn)在不能和他們說(shuō)話。如果你真的很忙，尤其是當(dāng)你正在和別人通話時(shí)，讓電話答錄機(jī)或語(yǔ)音信箱來(lái)替你回答吧。

·千萬(wàn)不要把接聽(tīng)電話作為一種在來(lái)電者身上彰顯自己重要性的方式。不留情面地回答“我在一個(gè)非常重要的會(huì)議上，現(xiàn)在不能接你的電話”很粗魯，這是一個(gè)你不應(yīng)該接的電話。

7

If you need to put the caller on hold， then tell them so politely. Indeed， only put someone on hold if you really have no choice. Stay polite and let them know that youve heard their request but that youll need to put them through to the person whose role it is to deal with their matter. If you have to ask them to wait， say something like， “May I put you on hold for a moment， or should I call you back？”

如果你需要暫停通話，那么請(qǐng)禮貌地告訴他們。事實(shí)上，只有當(dāng)你真的別無(wú)選擇的時(shí)候，才讓別人稍等一下。在這種情況下保持禮貌，讓他們知道你聽(tīng)到了他們的要求，但你需要把他們轉(zhuǎn)給負(fù)責(zé)處理他們問(wèn)題的人。如果你需要讓他們等一下，可以說(shuō)：“可以稍等一會(huì)兒?jiǎn)幔蛘呶疑院蠼o你回個(gè)電話？”

8

After the caller has established what they want， use their name to show that youve listened and to establish rapport14 and repeat back anything that you think needs clarification. Proceed with your discussion， and continue to insert their name frequently as a way of keeping the human connection in place. Continue to listen carefully and make notes if needed. Ask questions about anything thats not clear to you.

在打電話的人確定了他們想要做什么之后，叫他們的名字來(lái)表明你在聽(tīng)和建立融洽的關(guān)系，并重復(fù)你認(rèn)為需要澄清的任何事情。繼續(xù)你們的討論，并繼續(xù)不時(shí)地叫他們的名字，作為保持恰當(dāng)人際關(guān)系的一種方式。如有需要，繼續(xù)仔細(xì)聽(tīng)并做筆記。要問(wèn)清任何你不清楚的事情。

9

Finish your call on a pleasant note， even if the conversation wasnt pleasant for any reason. Say something along the lines of “It has been a pleasure talking to you， Jane.” Listen for a response and dont be too quick to hang up on them.

以愉快的口吻結(jié)束你的電話，即使在任何原因?qū)е聦?duì)話不太愉快的情況下。說(shuō)點(diǎn)類似“很高興和你談話，簡(jiǎn)”的話語(yǔ)。傾聽(tīng)對(duì)方的回應(yīng)，不要太快掛斷電話。