Your choice of words and the phrases that you use can affect what customers and your colleagues think of you.

您選擇的詞語和使用的短語可以影響客戶和同事對你的看法。

So, if you speak English as a second or a third language, using the right words in the right way is really important.

是以，如果您將英語作為第二或第三語言、用詞得當 這一點非常重要。

I'm Emma from mmmEnglish and today I'm going to walk you through five situations that are super common in just about any workplace,

我是 mmmEnglish 的 Emma今天，我將帶你瞭解五種情況 這在任何工作場所都超級常見、

to help you to avoid the things that you should never say and give you some really simple expressions that will help people to see you for the helpful professional that you truly are.

幫你避免那些你永遠不該說的話和 給你一些非常簡單的表達 這將有助於人們看到你 您真是一位樂於助人的專業人士。

So, are you ready to get to work?

那麼，你準備好開始工作了嗎？

Situation number one.

第一種情況

Someone asks you a question but you don't know the answer.

有人向你提問但你不知道答案。

Excuse me, do you know if the Bluetooth adapter will work on the Sony A6400?

請問，您是否知道藍牙適配器能在索尼 A6400 上使用嗎？

Ahhh... I don't know.

啊......我不知道。

When someone asks you a question and you simply don't know the answer, well never say "I don't know".

當有人向你提問時而你根本不知道答案、 永遠不要說 "我不知道"。

Even though this is the truth, even though, those are the correct English words to say, you're not being helpful at all!

儘管這是事實、儘管這些都是正確的英語單詞、 你一點幫助都沒有！

So, saying "I don't know" in the workplace - especially to a customer - sounds really unprofessional in English, even a little bit rude.

是以，在工作場所說 "我不知道"特別是對客戶 用英語聽起來真的很不專業、 甚至有點粗魯

It's like saying you don't care.

這就像說你不在乎一樣。

So to sound more professional and to show that you do care, try saying "I'm not sure, but I can find out".

所以，為了聽起來更專業為了表示你確實關心，請試著說 "我不確定，但我能查出來"。

So, say it with me, Or you could say "I'll find out for you."

所以，和我一起說吧、或者你可以說 "我會幫你查出來的"。

Awesome!

棒極了

Here's another one: "Let me come back to you on that"

這裡還有一個："讓我回頭再跟你說"

So, you can use this to say that you need a little more time to find the answer but you're assuring the person that you will try to help them.

是以，你可以用這句話來說你需要多一點時間來找到答案 但你向對方保證 你會盡力幫助他們。

Excellent! You're sounding really helpful and much more professional already!

好極了你聽起來真的很有幫助更專業了！

Speaking of sounding more professional, if you need to improve your English skills at work when you're speaking to clients or customers or colleagues, then listen up, because the Lingoda Language Marathon is back!

說到聽起來更專業、如果您需要在工作中提高英語技能 與客戶或顧客交談時 或同事，那麼請聽好了、 因為 Lingoda 語言馬拉松又回來了！

Now this is awesome news for you if you want to improve your English skills in just 90 days.

這對你們來說是個好消息如果您想提高英語水平 只需 90 天。

But you've got to be ready to do it quickly because this Language Marathon is going to be the last Lingoda Marathon ever!

但你必須做好準備，因為本次語言馬拉松將是 最後一次林戈達斯馬拉松

If you've heard me talk about the Marathon before, then you'll know that you can complete it as a full marathon or a half marathon.

如果你以前聽我說起過馬拉松比賽、然後你就會知道你可以完成它 如全程馬拉松或半程馬拉松。

The full marathon is one class a day for three months and the half marathon is fifteen classes a month for three months.

全程馬拉松是三個月內每天一堂課半程馬拉松賽每月有 15 節課 三個月。

You can choose to enrol in General English or Business English specific classes.

您可以選擇普通英語課程或商務英語專門課程。

All of them are group classes held online

所有課程均為在線小組課程

and led by native English teachers.

並由以英語為母語的教師上司。

And the awesome thing is

最棒的是

if you complete your marathon successfully,

如果您成功完成馬拉松比賽、

Lingoda will refund up to 100% of your class fees,

Lingoda 將退還最多 100%的學費、

which is super cool, right?

這很酷，對吧？

I'm doing the Spanish Marathon right now with Lingoda

我正在和 Lingoda 一起參加西班牙馬拉松比賽

and I can confidently tell you that my speaking skills

我可以自信地告訴你，我的演講技巧

have increased dramatically

急劇增加

and it's all because of the marathon.

而這一切都是因為馬拉松。

It's helped to keep me accountable and stay motivated

它幫助我負起責任，保持動力

to make sure that I reach my goal.

以確保我達到目標。

Like I said, this is the last Marathon ever

正如我所說，這是最後一次馬拉松比賽了

so if you want to take part in it, you need to do it now!

所以，如果你想參與其中，就必須馬上行動！

To register and secure your place,

註冊並確保您的位置、

you need to pay a deposit of €49

您需要支付 49 歐元的押金

by the 9th of September.

在 9 月 9 日之前完成。

For all of the details and to register,

欲瞭解所有詳情並報名參加、

use the link you see in the description below and

使用下面描述中的鏈接，然後

make sure you add this code at the checkout,

請確保在結賬時添加此代碼、

it's going to get you a €10 discount

它將為您帶來 10 歐元的折扣

off your deposit.

扣除您的押金。

Now, it's time to get back to work!

現在，是時候回去工作了！

Situation number two.

第二種情況

Someone asks you if you can do something

有人問你能否做某事

by a specific time.

具體時間。

So this happens all the time at work, right?

所以，這種情況在工作中經常發生，對嗎？

Especially if you work at a place that has deadlines.

尤其是當你在一個有截止日期的地方工作時。

Emma, ummm...

艾瑪，嗯...

Our clients need this done by 2 o'clock tomorrow,

我們的客戶需要在明天下午兩點前完成、

do you think you can manage that?

你能做到嗎？

I'll try to finish it.

我會努力完成它的。

So.. Yes?

所以......是嗎？

Can I tell them that we'll have it done by 2?

我能告訴他們我們會在兩點前完成嗎？

I'll try my best.

我會盡力的。

When someone asks you if something can be done

當有人問你是否可以做某事時

by a certain time,

到一定時間、

don't use the phrase "I'll try".

不要使用 "我試試 "這樣的短語。

I mean, of course, you'll try

我的意思是，當然，你會嘗試

and trying is great!

嘗試是件好事！

But in English, if you use the verb 'try',

但在英語中，如果使用動詞 "try"、

you're not really committing to anything

你並沒有真正承諾什麼

You're not saying that you will or you won't

你並沒有說你會或不會

or you can or you can't do something, right?

或者你能做什麼，或者你不能做什麼，對嗎？

You're not committing to a deadline at all

你根本沒有承諾最後期限

so you're not being very helpful

所以你幫不上什麼忙

and this is not very professional at all!

這一點也不專業！

The person asking you has asked a specific

問你問題的人提出了具體的

yes/no question:

是/否問題：

Can you get it done by this time?

你能在這個時間之前完成嗎？

So you need to give a really clear-cut answer, okay?

所以，你需要給出一個非常明確的答案，好嗎？

You can sound much more professional

您可以聽起來更專業

simply by saying:

只要說

I can get it done by 2pm.

我可以在下午 2 點前完成。

So, say it with me.

所以，和我一起說吧。

Sure, I can have it done by 2pm.

當然，我可以在下午 2 點前完成。

Great!

好極了

But what if you can't get it done by 2pm

但如果下午 2 點前無法完成怎麼辦？

or by the end of the day?

還是在一天結束之前？

What if you can't get it done?

如果做不到怎麼辦？

Well, you definitely shouldn't say

你絕對不應該說

that you'll try, seriously.

你會認真嘗試的。

Saying that you'll try might make them

說你會努力，可能會讓他們

go away in the short term.

在短期內消失。

But you're going to let them down in the long run

但從長遠來看，你會讓他們失望的

and that is really unprofessional.

這實在是太不專業了。

You need to be honest with them

你需要對他們誠實

but you also need to make a commitment

但你也需要做出承諾

to reassure them when you can get it done by.

讓他們放心，你什麼時候能完成。

So, in this situation try an alternative like:

是以，在這種情況下，可以嘗試另一種方法，比如

I don't think I can manage it by 2,

我覺得我兩個人都做不好、

but I can have it done by 4.

但我可以在 4 點前完成。

Actually, I don't think I can manage it by 2

事實上，我覺得我兩個人都做不到

but I can definitely have it done by 4.

但我肯定能在 4 點前完成。

I don't think I can manage it by Thursday,

我想週四之前我做不到、

but I can definitely have it done by Friday.

但我肯定能在週五之前完成。

Would that be okay?

這樣可以嗎？

Nice work! Let's keep going.

幹得好讓我們繼續。

Situation number three.

情況三

Uh-oh... Your boss or a customer is angry

啊哦......你的老闆或客戶生氣了

or disappointed about something.

或對某事感到失望。

Now, it could be something that you did personally,

現在，這可能是你個人做的事情、

like, maybe you were late

也許你遲到了

or perhaps it's not actually your fault

或者，這其實不是你的錯

but you still need to deal with this situation.

但你仍然需要處理這種情況。

This is ridiculous! I drove the whole way down here

這太荒唐了我一路開車過來

to pick the thing up. I even rang you this morning

去取東西我今天早上還給你打了電話

and now you're telling me it's not ready?

現在你告訴我它還沒準備好？

Okay...

好吧...

Okay? That's all you've got... Okay?

好嗎？這就是你所擁有的...好嗎？

Yes.

是的。

Alright, so nobody really wants to deal with

好吧，沒有人真的想處理

angry or frustrated customers, do they?

憤怒或沮喪的客戶，是嗎？

And if something like that's ever happened to you,

如果你遇到過這樣的事

you might even freeze up

你甚至會凍僵

and get really awkward.

並變得非常尷尬。

it's not really a good look, right?

這不是很好看，對吧？

But of course, there's always going to be someone

當然，總會有人

who's unhappy or frustrated

誰不高興或沮喪

about something at some point.

在某些時候，你會對某些事情感興趣。

It's just part of working life, isn't it?

這只是工作生活的一部分，不是嗎？

So, it's a good idea to have a plan so in those situations

是以，最好制定一個計劃，以便在這些情況下

you've got something to say to make the situation better

你有話要說，讓情況好轉

and not worse!

而不是更糟！

Lucky for you there are two really important words

幸運的是，有兩個非常重要的詞

that will make everything a little better.

這將使一切變得更好一些。

I understand.

我明白。

Simple, huh?

很簡單吧？

So before you freeze up and just say

所以，在你愣住並說

"okay" or "yes",

"好 "或 "是"、

just remember, all you need to say is "I understand"

記住，你只需說 "我理解 "就行了

With these really simple words, for just a moment,

就用這簡單的幾個字，就一會兒、

you can make the situation better .

你可以讓情況好轉

You'll help the other person to see that you're listening

你會讓對方看到你在傾聽

and show them that you care about helping them

並向他們表明您關心幫助他們

and of course, then you need to offer

當然，您還需要提供

something to help the situation, right? A solution.

有什麼辦法能解決這個問題，對吧？一個解決方案

So try these with me.

和我一起試試吧。

I understand. Let's see what we can do.

我明白看看我們能做些什麼吧

I'm sorry, I understand.

對不起，我理解。

Let's see what we can do about this.

看看我們能做些什麼。

Notice that I used the word 'let's' and 'we' instead of 'I'.

注意，我用的是 "讓我們 "和 "我們"，而不是 "我"。

This is a really great way to involve the other person

這是讓對方參與進來的好方法

in the solution.

在溶液中。

I understand you've come all this way and it's not ready.

我知道你大老遠跑來，還沒準備好。

Let's see what we can do.

讓我們拭目以待。

Awesome!

棒極了

So you're ready for the next one, right?

所以你已經準備好了下一個，對嗎？

Situation number four, numero cuatro.

四號情況，四號情況。

Well when you're keeping somebody waiting,

當你讓別人等你的時候

what should you do?

你該怎麼辦？

Maybe you're busy with another customer,

也許你正忙著接待另一位顧客、

maybe you're on a phone call

也許你在打電話

or maybe you really need to go to the toilet

或者你真的需要上廁所

and you've got to leave quickly.

你得趕快離開

Whatever the case,

無論如何

the worst thing that you could possibly say is:

你能說的最糟糕的話就是

Things are just really busy today

今天真的很忙

so it's taking a bit longer than usual.

所以比平時花的時間要長一些。

Yeah, yeah we've just had loads of new clients come in.

是啊，是啊，我們剛接待了很多新客戶。

Hang on a sec!

等一下

No no no no no no no. This is not good, okay?

不不不不不不這樣不好，好嗎？

You know this situation right? It's just rude.

你知道這種情況吧？這太粗魯了

But fortunately there are a couple of phrases

但幸運的是，有幾個短語

that you can memorise that will have you sounding

你可以背誦的，能讓你聽起來

really professional and keep the person

真的很專業，讓人

who's waiting happy.

誰在幸福地等待

So the first one is:

那麼第一個問題是

I'll be with you in a moment.

我馬上就來。

And this expression just lets them know that you know

這種表達方式讓他們知道，你知道

that they're there and that you won't be long

他們就在那裡，你不會離開太久

until you give them your full attention. So say it with me.

直到你全神貫注。跟我一起說

Brilliant! Alright and the second one is:

好極了好吧，第二個是

Sorry to keep you waiting, I'll be right there.

抱歉讓您久等了，我馬上過去。

You try it.

你來試試。

Sorry to keep you waiting,

讓您久等了、

I'll be there with you in just a minute.

我馬上就來。

Can you think of any other ways to respond

您還能想到其他迴應方式嗎？

in this type of situation?

在這種情況下？

If you can, add them to the comments below.

如果可以，請將它們添加到下面的評論中。

Situation number five.

第五種情況

So when somebody asks you a question

所以，當有人問你問題時

but you didn't quite hear them

但你沒聽清

or maybe you didn't understand them.

或者你沒聽懂。

What should you do?

你該怎麼辦？

Hey Emma, do you reckon you can let the guys go early

嘿，艾瑪，你能不能讓他們早點走？

this afternoon? I'm gonna nick off too.

今天下午？我也要走了

What?

什麼？

Never say "what". Ever.

永遠不要說 "什麼"。永遠不要

Okay? This is one that the parents and teachers

好嗎？這是家長和老師

of English speaking children are always

說英語的兒童總是

trying to teach them

教導他們

and it's a really big no-no in the workplace.

而且這在工作場所也是大忌。

You can sound much more professional by saying:

你可以說得更專業一些：

I'm sorry, I missed that.

對不起，我錯過了。

You try it.

你來試試。

I'm sorry, I missed that. Could you say it again, please?

對不起，我沒聽清。你能再說一遍嗎？

Awesome! So now try:

棒極了現在試試看

Sorry, would you mind just repeating that?

對不起，您能重複一下嗎？

Sorry, would you mind just repeating that for me?

對不起，你能幫我重複一下嗎？

I missed it.

我錯過了。

Now there are lots of different ways to let

現在有很多不同的方法可以讓

someone know that you didn't understand them, right?

有人知道你不理解他們，對嗎？

And politely ask them

並禮貌地問他們

to repeat themselves a little more clearly.

讓他們更清楚地重複自己的話。

Can you think of any other ways that you could

你還能想到其他方法嗎？

say the same thing?

說同樣的話？

If you can, add them into the comments.

如果可以，請將它們添加到評論中。

So I hope this lesson has given you some options

是以，我希望這一課能給你提供一些選擇

to help you sound a little more professional at work.

讓你在工作中聽起來更專業一些。

If you want to keep working on your professional

如果您想繼續從事專業工作

English, I've got a couple of other lessons right here

英語，我這裡還有幾節課

that are perfect for you.

非常適合您。

And I make new videos here every week

我每週都會在這裡製作新視頻

on the mmmEnglish Channel. So make sure you

在 mmmEnglish 頻道上。是以，請確保您

hit the subscribe button just down there

點擊下面的訂閱按鈕

so that you don't miss out on any of them.

這樣您就不會錯過任何一個機會。

And thank you very much for joining me

非常感謝您的參與

and I look forward to seeing you in the next lesson!

我期待著在下一課見到你們！