and welcome to our new lesson

歡迎來到我們新的一課

How many times have you spoken to someone

你有幾次跟別人

over the phone and thought that

講電話的時候，想著：

Oh my God, this person is so unprofessional

我的天，這個人超不專業的

or so uninterested

或是超無趣的

Well, I'm sure many of times isn't it?

我想應該很多次對吧?

Now make sure that others are not talking the same

現在你必須確定沒有人也這樣

about you

說你

Alright? You think that phone skills are not important?

好嗎? 你覺得講電話的技巧不重要嗎?

You think it's pretty easy to talk over the phone?

你覺得講電話挺簡單的嗎?

Well let me tell you that effective phone skills are extremely important

讓我告訴你，有效的說電話技巧是非常重要的

because it maintains a level of confidence with the other person

因為它能讓你在和對方說話的時候

that you talking to

維持你和他的信任

Well of course you are invisible to that person, isn't it?

當然，對方看不到你，對吧?

So like a simple nod or a simple grin would not help

所以一個簡單的點頭或是微笑並沒有幫助

Alright? So this is essential to have these effective communication skills

對嗎? 所以有有效的電話溝通技巧是非常必要的

so that you speak right and people enjoy talking to you

這樣你才能說的精準，人們也會喜歡和你說話

So I'm gonna help you with couple of ways

所以我要來教你幾個

that would help you to talk right over the phone

能夠幫助你講電話時說的到位的方法

So the first trick that I have to you is

第一個要教你的技巧是

mention your name when you answer the call

接電話時先提到你的名字

Now it can be really disorienting for the caller

如果打來的人不知道他在跟誰講話

if he doesn't know who he's talking to

他會覺得困惑

So it is important for you to mention your name

所以提到你的名字很重要

And also make sure you have a nice happy friendly tone

也要確保你接電話時

when you answer the call

有親切友善的語氣

Now this doesn't mean that you overdo it

但不是要你做過頭

don't sound really excited

不要聽起來太興奮

Oh hello! How are you

噢 哈囉! 你好嗎!

OK that would be too much

這樣的話會太超過

just have a nice friendly tone

只要有親切友善的語氣就可以了

so that the person feels positive about talking to you

這樣對方就會對你有好的印象

And this would get the conversations start off well

如此也能讓對話有好的開頭

The second trick that I have for you is speak clearly

第二的要教你的技巧是把話說清楚

Now it's important for you to pronounce your words well

把每個字都發音標準很重要

Of course please do avoid mumbling

當然，一定要避免結巴

or talking too fast or gushing

或是講話太快，或是滔滔不絕

OK these would not help the caller to understand what you are saying

這些都不會幫助打來的人聽懂你在說什麼

So it is important for you to pronounce your words correctly

所以把每個字都發音清楚是很重要的

Also, there's the possibility that the caller

並且，來電方可能

may be must be hard on hearing

聽力方面有困難

or maybe doesn't understand the language really well

或不太懂你的語言

So make sure you talk a little slowly

這時候你要確保自己說得慢些

OK? and also raise your voice

可以嗎? 也提高些音量

So that you are a little more audible to the caller

這樣對方才能聽的比較清楚

Now raising your voice doesn't mean that you

提高音量不代表

start screaming, OK?

你要開始大叫， OK?

Just raise it a little so that you're audible enough

只要大聲一些，讓對方聽得到就好

Right?

好嗎?

The third one that I have for you is use your words right

第三個要教你的就是用字正確

Now it doesn't make sense if you are talking

沒什麼道理對吧?

to your boss or if you are talking to your grandmother

如果你在和老闆或祖母說話

and you use the teen language or you use slangs

使用年輕人的用語或是俚語

like you would go

比方說你說

Hey! What's up

嘿! 你好呀!

So are you having fun? Or hardcore fun?

玩得開心嗎? 玩得瘋狂嗎?

Doesn't make any sense, doesn't it?

這樣完全沒道理，對吧?

Your boss or your grandma will think you are completely retarded

你的老闆或祖母會覺得你怪怪的

So make sure you use the right language, the right words

所以確保你使用對的用語，對的用字

If you are talking to someone professionally

如果你在跟某個專業的人說話

please use the respectable and professional words

請使用有禮貌和專業的字

Right? You cannot end up usie these slangs

可以嗎? 你不能最後用些俚語

So use your words right or that fits the listener

所以用正確的字，適合聽者的字

The forth one that I have for you is listen actively

第四個要教你的是認真傾聽

Now what's the point of having a conversation

如果你沒有專心聽對方說話

if you are not listening to the person

怎麼知道對話的重點在哪裡

Right? Well if you are not listening to the person

對嗎? 如果你沒有專心聽對方說話

and you're not trying to understand what he's saying

也沒有試著去了解

What are you gonna answer him?

你要怎麼回應他呢?

So it is important for you to listen carefully

所以仔細聆聽是很重要的

understand so that you can answer appropriately

了解他說的，這樣你才能適當的回應

Also, make sure that you acknowledge

並且，確保你有應答

Let not the caller feel that's he's talking to a wall

不要讓來電人覺得他在跟牆壁講話

Always acknowledge whenever you're listening to the person

不論何時，都要回應說話的人

Right to the caller, OK?

可以嗎?

And also please do not interrupt

還有請不要打斷他

Interrupting people can be really really rude at times

有時候打斷別人說話非常非常的不禮貌

So avoid interrupting too

所以不要打斷他人說話

The fifth that I have for you is use descriptive language

第五個要教你的是使用描述語

Now of course if you have to explain something to the caller

當然，如果你要向來電者解釋某件事

you need to brush up on your communication skills,isn't it?

你必須複習一下你的溝通技巧對吧?

So please do that

那麼就複習吧

So that it helps the caller to understand what you are talking

這樣才能幫助來電人了解你在說什麼

For example, if you have to describe something

比方說，如果你要描述某件事

use..make use of examples

可以用舉例的方法

because you are invisible to him right?

因為對方看不到你

So hand gestures would not work

所以比手勢是沒有用的

So try giving examples examples of some shapes some colors et cetera

所以用舉例說明的方法，像是描述形狀、顏色或其他等等

imagine..this is the best way

想像...這是最好的方法

imagine you are on the radio and you are the one

想像你在廣播電台，你就是那個

talking and people are listening to you

說話的人，大家都在聽你說

That would kinda encourage you to sound a little more interesting, isn't it?

這樣會稍微鼓勵你，讓你說話聽來有趣些，對吧?

Like the way we listen to the radio, we can't see the person

就像我們收聽廣播一樣，我們看不見那個

who's talking but we really enjoy what they talk

說話的人，但我們很享受他們說話的方式

because the way thy describe the way they talk

因為他們描述事物的方法和說話的方式

is super fun, isn't it?

超級有趣的，對吧?

So that's why you need to follow to

因此這是你必須要遵循的方法

Try to be a little more descriptive so that the caller

試著描述事情，這樣來電人

understands and enjoys talking to you

就會了解並且喜歡和你說話

And the last one that I have for you is always keep pen and paper handy

最後要教你的是，隨時拿著一支筆和一張紙

Now there are times that you might just forget

有時候你就是會忘記事情

you would get tongue-tied and you don't know what to talk to the person

你會講不出來，不知道該跟對方說什麼

So it's always best to keep a problem sheet in front of you

所以經常在眼前準備一張問題單是最上策

or you might also forget what the caller talk to you about

如果你也會忘記對方和你說了什麼

So it's important for you to just note down things

直接把它們記下來非常重要

that would help you to remember

這會幫助你記得

Right? So if you follow all these ways

對嗎? 所以如果你照著這些方法做

trust me,people would love talking to you

相信我，人們會愛上跟你說話

and you would never have a hard time communicating with people

你和別人用電話溝通時

over the phone, alright?

也不再會有困難，好嗎?

Now that brings me to the end of the lesson

現在我們來到課程的尾聲了

Hope this lesson is useful for you to speak effectively

希望這堂課能幫助你有效、專業的

and professionally over the phone

用電話溝通

And now something important for you

接著，有些重要的資訊要給你

Would you see this link flashing out here?

你有看到這個閃出的連結嗎?

Will please go ahead and click it

請你點進去

It would take you to our website

它會帶你到我們的網站

And what you need to do is you need to subscribe

你只需要訂閱

Once you subscribe you will be notified by E-mails

只要你訂閱了，我們就會用電子郵件通知你

You would not miss out our any offer lessons

你不會錯過我們提供的任何課程

OK? You will directly get all of the lessons on your E-mail

好嗎? 你會馬上從電子郵件收到我們所有的課程

So please go ahead and do subscribe

所以訂閱吧！

we have lots of videos for you that is grammar, vocabulary, business English

我們有許多相關的視頻，文法、單字、商用英文

and lots more

和更多

OK?And you can also watch our other teachers that's Rachna and Ceema

好嗎?你也可以收看我們其他老師的課程，Rachna和Ceema

So please go ahead and subscribe I would love to see you in our subscribers list

所以麻煩你訂閱，看到你在訂閱者名單中我會很高興的

Till then you take care and have a great day

最後，祝你平安並且有個美好的一天