Unit 7
　　Making arrangements
　　Telephoning
　　1． Listening
　　Listen to the three telephone calls. As you listen, complete the table below.
　　Listening Task
　　Call 1
　　A：Krondike Electronics. Can I help you?
　　B：Yes, I’d like to speak to Mr. Edwards, please.
　　A：Who’s calling, please?
　　B：John Bird.
　　A：Just a moment, Mr. Bird; I’ll put you through.
　　C：Miss Taylor speaking.
　　B：john Bird here. Can I speak to Mr. Edwards?
　　C：I’m afraid he’s out at the moment. Can I take a message?
　　B：Yes, could you ask him to call me back as soon as possible?
　　C：Yes, of course. Could I have your number?
　　B：He’s got it, but just in case, it’s 071-253-4686.
　　C：071-253 4686. Thank you, Mr. Bird. I’ll make sure he gets the message.
　　B：Thank you. Bye.
　　C：Goodbye.
　　Call 2
　　A：John Bird speaking.
　　B：This is Pete Edwards. My secretary said you called.
　　A：Yes, that’s right. Thanks for getting back. Look, the reason I called was we’re having installation problems with the E 258.
　　B：Really? That surprises me. What sort of problems?
　　A：Well, it’s a bit complicated. Could you send a technician round?
　　B：Of course, I’ll get one round this afternoon.
　　A：That would be great.
　　B：OK, I’m sure we’ll sort it out in no time. Bye.
　　A：Goodbye.
　　Call 3
　　A：Pearson and Brown. Can I help you?
　　B：This is Gerald Smith from Taylor & Sons.
　　A：just a moment, Mr. Smith, I’ll put you through.
　　C：Susan Philips speaking.
　　B：Hello, Susan. This is Gerald Smith.
　　C：Oh hello, Gerald. How are you?
　　B：Fine. I’m just phoning to see if we could fix a meeting for next week.
　　C：Yes, of course. We’ve got to discuss next year’s order. Just a moment, I’ll get my diary... Right, next week...?
　　B：Could you manage Tuesday?
　　C：I’m sorry. I’m out all day on Tuesday.
　　B：What about Friday then?
　　C：Yes, Friday in the morning would suit me fine.
　　B：Good, that suits me too. Shall we say 10 o’clock?
　　C：Fine. So 10 o’clock here then?
　　B：Yes, that’s probably easiest. Right, I look forward to seeing you.
　　C：Bye.
　　B：Bye.
　　2． Presentation
　　The telephone conversations you heard in the dialogues included a number of steps, in particular.
　　# identifying yourself/your company
　　# asking the caller to identify himself/herself
　　# asking for a connection
　　# taking/leaving a message
　　# explaining the reason for the call
　　# making appointments
　　# signing off
　　Now look at the language used in these steps.
　　2.1 Identifying yourself/your company
　　Krondike Electronics. Can I help you?( a typical switchboard response)
　　John Bird speaking.
　　This is Pete Edwards.
　　John here.
　　2.2 Asking the caller to identify himself/herself
　　Who’s calling please?
　　2.3 Asking for a connection
　　I’d like to speak to _____________, please.
　　Could you put me through to _______________, please?
　　I’d like to speak to someone about deliveries, please.
　　2.4 Taking/leaving a message
　　I’m afraid he’s out at the moment. Can I take a message?
　　Can you ask him to call me back?
　　2.5 Explaining the reason for the call
　　The reason I called is ____________________
　　I am (just) phoning to ____________________
　　2.6 Making appointments
　　Could you manage Tuesday?
　　What about Friday?
　　Shall we say two o’clock?
　　2.7 Signing off
　　I look forward to seeing you.
　　Thanks for calling.
　　Goodbye.
　　Bye.
　　3. Controlled practice
　　A. Put the following extracts of telephone calls into the correct order.
　　1. ( ) Just a moment, Mr. Jones, I’ll put you through.
　　( ) Yes, I’d like to speak to Miss Rathbone.
　　( ) Peter Jones.
　　( ) Who’s calling, please?
　　( ) Pan Electronics. Can I help you?
　　2. ( ) She’s got it, but just in case, it’s 071-253 4686.
　　( ) Yes, could you ask her to call me back?
　　( ) Mr. Gottman here. Could I speak to Mrs. Fileds?
　　( ) Yes, of course. Could I have your number?
　　( ) I’m afraid she’s out at the moment. Can I take a message?
　　3. ( ) I’m sorry, I’m out on Wednesday.
　　( ) Good, that suits me too. Shall we say 11 o’clock?
　　( ) Just a moment, I’ll get my diary...you said next week?

　　( ) Yes, could you manage Wednesday?
　　( ) What about Thursday then?
　　( ) Yes, Thursday morning would suit me fine.
　　B. Choose the most appropriate response by ticking the correct box.
　　1. John Peterson speaking.
　　a. Who’s calling please? ( )
　　b. Sandra Matthews here. ( )
　　c. Hello, John. I’m glad you called. ( )
　　2. Can I take a message?
　　a. I’d like to leave a message. ( )
　　b. Yes, could you ask him to call me back? ( )
　　c. Please tell him to give me a ring. ( )
　　3. The reason I called is we’re having problems.
　　a. I don’t believe it. ( )
　　b. Really? That surprises me. ( )
　　c. I don’t mind. ( )
　　4. Could you Manage Tuesday?
　　a. No, I can’t. ( )
　　b. No. ( )
　　c. I’m afraid I can’t. ( )
　　5. So that’s fixed Friday at 11 o’clock.
　　a. I’m afraid that’s out of the question. ( )
　　b. Right, I look forward to seeing you then. ( )
　　c. Bye. ( )： [NextPage]
　　课文注释及词汇讲解：
　　* put sb. through ( to...) 为某人接通（给……的）电话
　　eg. Please put me through to your Sales Manager.
　　请接销售经理。
　　* I’m afraid he’s out at the moment.
　　恐怕他现在不在。[ “out”有时是委婉语，不告诉对方老板或其他的人去向，以免泄漏商业机密]
　　也可以说成 “ I’m afraid he’s not in at the moment.”
　　* take a message (请人)留言
　　leave a message 留言（给某人）
　　eg. Can I take a message?
　　我能为你转达吗？[用于请对方留言时]
　　May I leave a message?
　　我能留个口信或字条吗？[用于希望对方帮忙转达时]
　　* I’d make sure he gets the message.
　　我一定将口信转达给他。
　　* call sb. back = get back (to sb. )回电话
　　eg. Could you ask him to call me back as soon as possible?
　　请让他尽快给我回电话，好吗？
　　* Could I have your number?
　　能问一下您的号码吗？[用于询问对方的电话号码]
　　eg. Could I have your name (please)?
　　能问一下您的名字吗？[用于询问对方姓名]
　　这种表达法比 “ What’s your number?”或 “What’s your name?” 更为礼貌。
　　* in case （以防）万一
　　eg. We’d better insure the goods, in case something happen during the transportation.
　　我们最好投保这批货，以防在运输途中出事。
　　* have problems with... 在……方面有麻烦。
　　eg. They have problems with payment because of tight budget.
　　因为预算紧，他们在付款方面有麻烦。
　　* —Could you send a technician round?
　　—Of course. I’ll get one round this afternoon.
　　—您能派一位技术员过来吗？
　　—当然能今天下午就派一位过去。
　　* round 到某（指定）地点
　　eg. send sb. round 将某人派过来（去）
　　* sort out 解决（问题）
　　eg. I’m sure we’ll sort out the problem in no time.
　　我相信，我们不久就会解决问题的。
　　* fix 约定，决定
　　eg. fix a meeting 约定一次会面，安排一个会议
　　Let’s fix a date to talk about supply problem.
　　我们定个日子谈一下供货问题吧。
　　* diary 日志
　　* manage 设法做到
　　eg. Could you manage Tuesday?
　　你周二能有空吗？
　　They finally managed to meet their customers’ requirements.
　　他们最终设法满足了客户的要求。
　　* say 假定（说），姑且，大约[有时可不译，常用于提议或假设时]
　　eg. Shall we say 10 o’clock?
　　10点钟怎么样？
　　附图为听力的表格
　　Unit 7
　　听力译文：
　　电话1
　　A：克朗迪克电子产品公司。能为您做什么吗？
　　B：呃，我想和爱德华兹先生通话。
　　A：请问您是哪位？
　　伯德。?B：约翰
　　A：请稍候，伯德先生，我给您转过去。
　　C：我是泰勒小姐。
　　伯德。能和爱德华兹先生通话吗？?B：我是约翰
　　C：恐怕他现在不在。我能给您留言转达吗？
　　B：好，请让他尽快给我回电话，好吗？
　　C：当然可以，请问您的电话号码是多少？
　　B：他有我的号码。为保险起见再记一下吧，是071-253 4686。
　　C：071-253 4686。谢谢您，伯德先生。我一定转达到。
　　B：谢谢。再见。
　　C：再见。： [NextPage]
　　电话2
　　伯德。?A：我是约翰
　　爱德华兹。我的秘书说您打过电话。?B：我是彼提
　　A：是的。谢谢您回电话。我打电话是因为E258的安装有问题。
　　B：是吗？这很意外。什么样的问题？
　　A：嗯，有点复杂。您能否派一位技术人员过来？
　　B：当然可以，我今天下午就派人过去。
　　A：那太好了。
　　B：好，我相信总是会马上解决的。再见。
　　A：再见。
　　电话3
　　A：彼尔森与布朗公司。能为您做什么？
　　史密斯，可以和菲利浦斯夫人通话吗？?B：我是泰勒父子公司的杰拉德
　　A：请稍候，史密斯先生。我给您接通。
　　菲利浦斯。?C：我是苏姗
　　史密斯。?B：苏姗，你好。我是杰拉德
　　C：噢，杰拉德，你好吗？
　　B：你好，我打电话是想问一下我们能不能在下周安排一次会面。
　　C：哦，当然可以。我们该讨论明年的订货了。请稍候，我拿一下日志本……好，下周……？

　　B：下周二怎么样？
　　C：很抱歉，周二我全天都有不在。
　　B：那么，周五怎么样？
　　C：好，周五上午，我没问题。
　　B：好，对我也很合适。10点钟，在这儿？
　　C：可以。那就10点钟，在这儿？
　　B：行。这也许是最方便的。好，就期待着与您会面了。
　　C：再见。
　　B：再见。
　　Exercises-A
　　选词填空。
　　after, back, calling, hold the line, moment, reach, ring up, see
　　1. Hello, who’s that________?
　　2. Just a _____, please.
　　3. I’ll _____ if she’s here.
　　4. I’ll get the information you want. ______, please.
　　5. You asked me to _________ when I was I town again.
　　6. Sorry, he’s not _______ at the moment.
　　7. You can ________ him any evening _______ six o’clock.
　　8. Well, I can ring _______ later if it’s convenient.
　　Exercises-B
　　以下各句合适的对答为哪个？
　　1. I’d like to speak to Mr. Kahn, please.
　　a. Yes.
　　b. I’m afraid he’s at in at the moment.
　　c. Well, you can’t.
　　2. Can I speak to Mr. Kahn, please?
　　a. Hold on please.
　　b. Don’t go away.
　　c. All right.
　　3. Could I speak to Mr. Kahn, please?
　　a. Who’s calling?
　　b. Who are you?
　　c. What’s your name?
　　4. Who’s speaking?
　　a. I am Fred Bentley.
　　b. This is Fred Bentley.
　　c. Why can’t you know my voice? Stupid. I’m Fred Bentley.
　　5. Can I ring you back later?
　　a. Yes, ring me.
　　b. Yes, please do.
　　c. Of course, yes.
　　6. When can I reach you?
　　a. One hour.
　　b. When you want.
　　c. I’ll be in all evening.： [NextPage]
　　Exercises-C
　　请用括号中的词或短语翻译下列句子。
　　1． 以防他没有你的电话号码，你能告诉我你的号码吗？(in case)
　　2． 我一定把这个口信转达给他。（make sure, message）
　　3． 谢谢你回电话。(get back)
　　4． 我打电话是因为LPY17的安装有问题。（the reason I called is…,have problems with）
　　5． 我确信我们不久就会解决问题。（sort out）
　　6． 我打电话想问一下能否在下周安排一次会面。(I’m phoning to …, fix)
　　7． 周五上午对我来说很合适。(suit…fine)
　　Translation
　　黑尔先生是一家保险公司的海外部经理。他打算约见公司的一位重要客户莱克小姐。电话接通了……
　　黑尔。?黑：早上好，莱克小姐，我是麦克
　　莱：哦，黑尔先生。您好。
　　黑：您好。我打电话是想约个时间和您面谈一下。
　　莱：当然可以，我们该谈一下明年的业务计划了。请稍候，我拿来一下日志……下个星期……？
　　黑：星期三怎么样？
　　莱：我周三上午有个约会，下午好吗？
　　黑：周三下午我很方便。那就定在3点钟吧，在谢尔顿饭店大厅，好吗？
　　莱：好。盼着见面了。
　　黑：我也是。再见。
　　莱：再见。
　　Key to Exercises-A
　　1. calling 2. moment 3. see 4. Hold the line 5. ring up 6. in 7. reach, after 8. back
　　Key to Exercises-B
　　1-b 2-a 3-a 4-b 5-b 6-c
　　Key to Exercises-C
　　1. In case he does not have your number, could you tell me what it is?
　　2. I’ll make sure he gets the message.
　　3. Thanks for getting back.
　　4. The reason I called is we’re having installation problems with the LPY17.
　　5. I’m sure we’ll sort out the problem soon.
　　6. I’m phoning to see if we could fix a meeting for next week.
　　7. Friday morning would suit me fine.
　　Key to Translation
　　Mr. Hill is the Overseas Manager of an insurance company. He is going to make an appointment with an important client Miss Lake. He’s put through…
　　Hill: Good morning, Miss Lake. This is Mike Hill.
　　Lake: Oh, Mr. Hill. How are you?
　　Hill: Fine. Thank you. I’m phoning to see if we can fix a meeting.
　　Lake: Yes, of course. We’ve got to talk about plans for next year’s business. Just a moment, I’ll get my diary…Next week…?
　　Hill: Could you manage Wednesday?
　　Lake: I’ve got another appointment in the morning. Shall we make it in the afternoon?
　　Hill: Wednesday afternoon suits me fine. Shall we say at 3 o’clock, in the lobby of the Hilton Hotel ?
　　Lake: Fine. I look forward to seeing you, then.
　　Hill: So do I. Bye.
　　Lake: Bye.
　　补充：接电话和打电话的要领。
　　A．接电话时：
　　1． 拿起电话第一个词往往是“Hello”。但是现代人越来越重视时间和效率，所以在接通电话后，不说“Hello”而直接探险出公司或姓名的情况越来越多了。人们有时出于礼貌，可以适当地加上“Good morning”,“Good afternoon”等到问候语，然后再报出身份。
　　2． 注意声音和措辞。电话交谈只闻其声，不见其人，这就需要借助声音来传达当面交谈时表情表述的内容。音量要适中，语速不宜过快，语调要平和又不乏热诚。措辞要礼貌、谦逊，尽量用“Please…”,“Would you please…”,“Would you mind…”,“Could you…”等结构来表达要求或愿望。

　　3． 如果需要询问对方的身份，一定要注意措辞，不可太唐突。可用以下表达法：
　　Who is calling please?
　　Who is speaking please?
　　Whom am I speaking to?
　　May I have your name?
　　如果身为秘书，接电话时，若估计对方是其他公司的董事长、主管等高级职员询问对方姓名时可以说：
　　What name shall I give?
　　Who shall I say is calling, please?
　　B．打电话时：
　　1． 打电话前对自己要讲的内容要心中有数。必要的时候，比如说打重要的电话，可以先列个题纲。语言要生动简练，要点突出，并讲究条理性。
　　2． 电话接通后，先报自己的公司或姓名、身份，再说想与何人通话。在中文里我们不习惯在自己的姓名前加上先生或女士等称呼或“Dr”等头衔。在英语里，自己加上Mr，Miss，Mrs，Ms或Dr等称呼极为普遍，这样会便于对方称呼你。因为英语里的surname是不能单独用来称呼人的。当然，我们也可以笼统地按性别称对方为Mr或Ms。
　　3． 注意打电话的时间是否合适。如不合适，首先要道歉，可以说“I’m sorry to call you this time of the day.”或“I’m sorry to have waken you up.”之类的话。另外，我们还应注意一下时差，因为英语电话中很可能有国际长途。假设你想与一位英国客户联系，在下午4点钟给他打电话，他也许地睡得正香呢，因为英国的时间比我们晚8个小时，这样就很不得体了。
　　4． 当无法抽身与对方面谈时，可以这样说：“I should have come and seen you to tell you the details, but I’m tied up these days.”