基础的工作沟通都遵循固定的套路。掌握这套套路,你就能应对绝大多数日常电话和邮件。
接电话
- Hello, this is Anna speaking.
- Good morning, ABC Company, how can I help you?
请注意:在电话里,英语说的是 this is,而不是"I am"。This is Anna.
打电话
- Hello, could I speak to Mr Brown, please?
- This is Anna from ABC Company.
- I'm calling about the invoice.
出现问题时
- Sorry, could you repeat that?
- Could you speak a little more slowly, please?
- The line is bad — I can't hear you.
- Could you hold for a moment?
请对方重复一遍,是正常且专业的做法。硬猜则不是。
如何拼读字母和数字
细节最容易在电话里丢失,而英语里正好有一整套确认细节的固定说法。
- How do you spell that? · Could you spell your surname for me?
- That's P for Papa, E for Echo… ——逐字母配一个单词拼读,是完全正常的做法。
- Let me read that back to you: 0-7-9-0…
- Sorry, was that fifteen or fifty?
电话号码按数字逐一念出:零念作 oh,重复的数字念作 double:oh-seven-nine-double four。
代接留言
- I'm afraid he's not available at the moment.
- Would you like to leave a message?
- Could you ask him to call me back?
- Can I take your name and number?
留语音留言
按这个顺序把四点说完:姓名、事由、号码、需要对方做的事。
Hi, this is Anna from ABC Company. I'm calling about Friday's delivery. Could you call me back on 020 7946 0055? Thanks.
号码要念得慢,如果很重要,就重复一遍。
结束通话
- Thank you for your help.
- Thanks, goodbye.
- I'll send that over this afternoon.(挂电话前先确认好下一步)
简短的工作邮件
邮件的结构同样简单:
Subject: Meeting on Friday
Hi Tom,
Just a quick note to confirm our meeting on Friday at 10:00.
Please let me know if that still works for you.
Best regards,
Anna
三个部分:写信的原因 → 具体细节 → 需要对方做什么。
称呼与落款
要成对使用同一风格的开头和结尾:用正式称呼配上随意的落款,会显得不协调。
| 场合 | 称呼 | 落款 |
|---|---|---|
| 熟悉的同事 | Hi Tom, | Thanks, · Best, |
| 不熟悉的人 | Dear Tom, | Best regards, |
| 正式场合,不知道姓名 | Dear Sir or Madam, | Yours faithfully, |
另外:邮件的主题要点明内容,比如 Meeting on Friday,而不是 Question 或 Hello。
常用短句
- Just a quick note to... ——用于简短消息。
- Please find attached... ——发送附件时使用。
- Let me know if... ——请求对方回复。
- Thanks in advance. ——提前为对方的帮助道谢。
- Sorry for the slow reply. ——如果隔了几天才回复。
- As discussed, … ——提及之前谈过的内容。
凡是接下来要据此行动的信息,都要复述确认。 时间、数字、姓名和地址是非母语交流中最容易出错的部分,大声复述一遍只需要三秒钟:So that's Thursday at ten, at your office? 还从没有人因为确认了一下而被认为不够专业。
一通普通的电话
A: Good morning, ABC Company.
B: Hello, could I speak to Mr Brown, please? This is Anna from Delta.
A: I'm afraid he's in a meeting. Would you like to leave a message?
B: Could you ask him to call me back? It's about Friday's delivery.
A: Of course. Can I take your number?
B: It's 020 7946 0055. Let me read that back — oh-two-oh, seven-nine-four-six, double oh double five.
这里的每一句都来自上文的清单,而整通电话只花了二十秒。
自测
下面的测验涵盖了几乎每一通日常电话和邮件都会用到的表达。