英文電話怎麼說，才符合禮儀？TutorABC簡單教你說！(下)

轉接記得保持辦公室隱私

有時候在通話期間，可能需要去找資料或詢問事情，不可避免會需要對方在線上等待，這時候你可以使用靜音或是保留掛機鍵，避免電話另一端的人不小心聽到辦公室裡其他人談話。如果需要對方等待超過20秒，你可以詢問是否能夠晚點回電。

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.

留下重要訊息，保持聯繫

如果轉接需要稍等一下，先請告知對方，並感謝對方體諒。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內容，此外可用先生／女生稱呼，來引起對方注意力。

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?

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裡。」應該更清楚的表達：「我們明天營業時間是上午8點到下午5點」 ，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。

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.

結束通話有技巧

當你卡在一個結束不了的電話時，你需要委婉有技巧的結束。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點，並且重頭再講一次。「王女士，以我的理解，您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您的問題呢？」

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?”

「讓我看看，然後今天下午回覆您。」

“Let me look into this for you and get back to you this afternoon.”

「我想業務部的Jack可以幫助你，讓我……」

“ I believe that Jack in the operations department will be able to
better assist you, let me …”

語音電話這樣說

現在是早上10點，我想找／想知道是否／想跟你說

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 … …

可以麻煩回電給我到……嗎？
Could you call (ring, phone) me back at… …

本文英語由TutorABC提供，刊載於能力雜誌

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