為什麼電話禮儀重要？ Even though e-mails, instant messages, and texts are rapidly becoming the standard for business communication, business phone conversations are still unavoidable, whether they are to your boss, clients, or colleagues. There are also most definitely times when you have to pick up the phone for someone else and take messages. Therefore, it is important to master business phone etiquette since it is more difficult to convey your thoughts when the other party cannot see you.
Today, not only are we going to look at proper etiquette, we are also going to go over specific situations and how you should act when they arise.
即便電子郵件、即時通訊軟體、簡訊已成為一般企業通訊的途徑，但其實你無可避免仍會跟你的老闆、客戶或同事，藉由電話做接觸或連繫；甚至有時候你也必須幫別人接電話。因此，掌握商務電話的禮儀很重要，它的難處在於對方看不到你，你仍得清楚傳達想法。
現在，我們不僅要告訴你電話中適當的禮儀，也會用模擬情境來告訴你應該如何反應。
語氣打造第一好印象
Before picking up the phone, discontinue any activities such as eating, chewing gum, or anything else that could affect your speaking.
When answering the phone, be prompt and answer within three rings if possible. Take a deep breath before you pick up and start speaking. Be as pleasant and professional as you can be. Weariness and impatience show easily through your voice.
接起電話前，停止任何會影響你講話語氣的行為，例如吃東西、嚼口香糖等。
接聽電話時，最好在鈴響3聲內立即接聽，並在接起電話前深呼吸後再開始講話。開始講話後，盡可能用愉快、專業的語氣說話，因為如果你的語調表現得很倦怠或沒耐性，其實是很容易從聲音聽出來的。
問候報上名 快速進入狀況
State your name clearly at the beginning of a phone conversation whether you're making or picking up the call. Don't assume the person on the other end knows you, your department, and / or your company. If necessary, state:
不論是打電話或接電話，在接通電話時就清楚地說出你的名字。不要假設電話另一頭的人一定認識你這個人、你所處的部門、或你服務的公司。如果需要的話，可以這樣說：
i.e."This is Linda calling from the finance department of Roberts & Co."（例如：「我是Roberts & Co.公司，財務部門的Linda。」）
When you answer the phone, it is still preferable if you identify yourself by saying： 當你接聽電話時，也最好明確的講出你的大名：
i.e."Hello, Roberts & Co., Linda speaking / this is Linda."（例如：「你好，這裡是Roberts & Co.公司，我是Linda。」）
Tips 轉接記得保持辦公室隱私
Putting a person on the line on hold is inevitable sometimes when you have to ask for or look up information. Utilize the mute key or hold button so the other party doesn't accidentally hear nearby conversations that are going on. If the wait is going to last longer than 20 seconds, ask if you can call the person back.
有時候在通話期間，可能需要去找資料或詢問事情，不可避免會需要讓對方在線上等待，這時你可以使用靜音鍵或保留掛機鍵，避免電話另一端的人不小心聽到辦公室裡其他人的談話。如果需要對方等超過20秒，你可以詢問是否能夠晚點回電。
Tips 留下重要訊息 保持聯繫
If you have to transfer the call, ask for permission and thank the other party for waiting. Enunciate and punctuate. Remember that the caller can't see you and the gestures you are making. Communication only happens when you and the other party are on the same page. Speak at a moderate pace and check with the listener when he or she is not responding regularly. Get the listener's attention with "Sir / Ma'am?"
如果轉接需要稍等一下，先請告知對方，並感謝對方的體諒。請記住，由於對方沒辦法看到你的表情，也看不到你的手勢，所以電話中，講話必須口齒清晰、分段敘述；別忘了，「共識」奠基於彼此站在同一立基上溝通。此外，講話速度要適中，並要確認對方有回應你說話的內容。此外，可以用「先生/女士」來稱呼對方引起對方的注意力。
Clarify the information you are giving out. Instead of saying: "Check back in with us tomorrow during opening hours," say: "We will be open from 8AM to 5PM tomorrow."
Repeat and spell out details as needed. Spell out addresses, names, etc.
更重要的是，明確講出你的訊息。不建議這樣說：「明天營業時過來我們這邊」，應該要更清楚的表達：「我們明天營業時間是上午8點至下午5時。」最後你還可以重複並講清楚細節，例如清楚說明地址、名稱等。
結束通話有技巧
You need to be tactful when you are inescapably stuck in a telephone conversation that won't end. This situation usually happens when you or the other party cannot get to the point. In this case, clarify the situation to the best of your abilities by restating the point of the conversation:
"As I understand it, Ms. Wang, what you need from me is … Is that correct?" Or, just ask plainly: "What do you believe I can do to resolve this for you?"
當你卡在一個結束不了的電話時，你需要委婉而有技巧的結束這通電話。這種情況通常發生在你或對方沒有共識的時候。此時，重新澄清你想表達的要點並且重頭再講一次：
「王女士，以我的理解，您是需要我這邊……這樣做是嗎？」或者，簡單的問清楚：「您希望我這邊能怎樣解決你的問題呢？」
End the conversation by offering solutions, promising you will get back to them, or if there was no solution, point him or her in another direction.
"Let me look into this for you and get back to you this afternoon."
"I believe that Jack in the operations department will be able to better assist you, let me …"
透過提供解決方案，或以稍晚回覆作為結束電話的技巧；如果沒有解決方案，也可以提供另一個方向給對方。
「讓我先看看，然後今天下午再回覆你。」
「我想在業務部門的Jack可以幫助你，讓我……」
Tips 語音電話這樣說
Leaving messages can be awkward. Begin your message by introducing yourself just as if you were really talking to the person. State the time of day and your reason for calling. Also, request that they return your call at a specific time and leave your number. Twice.
語音留言對有些人可能會感到不自在，所以留言時先自我介紹，設想你真在跟人交談，然後說明為什麼要打這通電話。此外，講清楚你需要對方什麼時候回覆、留下你的電話號碼，並請重複兩次。
Example：
It's ten in the morning. I'm phoning (calling, ringing) to find out if … / to see if … / to let you know that ……/ to tell you that …….
Could you call (ring, phone) me back at……?
範例：
現在是早上10點。我想找……/想知道是否……/想跟你說……
可以麻煩請回電給我，到……嗎？
回電不求快 求對的時機點
Don't be rushed when you are returning calls. It is better to return a call when you are able to give the person the time they need to resolve the reason for his or her call. If you are unavailable within the time they requested for your callback, make a short call to them to make an appointment. It is unprofessional and disrespectful to leave the other party hanging.
回覆電話不要操之過急，最好在對方希望你回電的時間內回電。如果你無法在約定時間內回電，可以回電跟他們另約時間。如果都不回應對方的來電，是相當不專業且不尊重對方的行為。
Tips 掛電話不要喀擦一聲
Always thank the other party before ending a call, no matter the reason for the conversation. End by wishing the other party a nice day or evening. Try not to hang up first. In any case, do not slam the receiver because it is never pleasant to hear that on the other end. Remote, hand-free headsets are optimal for frequent callers. You can hang up the call sound-free by pressing a button.
無論談話內容如何，掛電話前一定要感謝對方的聆聽。結束電話時的最後一句話，可以說：願對方有一個美好的一天或夜晚；盡可能不要先掛電話。在任何情況下，不要喀擦一聲掛上電話，因為砰然一響的掛掉會令人錯愕。免提聽筒的耳機最適合通話次數頻繁的工作者；因為只要按下按鈕，便能不著痕跡地掛斷電話。
單字說明+例句
Unavoidable：
impossible to prevent.
There are now fears that war is unavoidable.
Prompt：
done quickly, immediately, or at the right time.
Lunch is at two. Try to be prompt!
Assume：
to think that something is true.
Although you do not have definite proof I didn't see your car, so I assume you have gone out.
Moderate：
not very large or very small, very hot or very cold, very fast or very slow, etc.
Even moderate amounts of alcohol can be dangerous.
Disrespectful：
not showing respect for someone or something.
He is often disrespectful to his colleagues.
【本文出自《能力雜誌》2015年10月號；訂能力電子雜誌；非經同意不得轉載、刊登】
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