bbc english at work giving feedback episode 14: telephone tell-tale
bbc白领工作英语第 14 集：提供反馈时用的词语，电话故事
narrator: 大家好，欢迎回到 tiptop trading 贸易公司。lime 先生订了很多皇家仿真柠檬， 而 anna 正忙着处理这个单子。
anna: yes?... who?... i can't hear you. mr what? what? mr who? i don't know, you tell me. oh, you are mr hu... h-u: hu. er... no, tom's busy. call back later. bye. (hangs up) tom, mr hu called for you.
tom: mr hu-
anna: mr hu: h-u
tom: anna, mr hu is a very important- (phone rings) oh! what now! (answers) yes?
tom: i'm going to have to talk to the boss about this.
anna: no. i'm busy, give me your number, i'll call you later. yep, yep, 6...8... thanks. bye! right, now where was i?
paul: anna, could i have a word?
anna: yes. ohhh, he must want to tell me how pleased he is with the citrus ventures deal.
paul: now, anna... biscuit?
anna:thank you.
paul: i'm a little bit concerned about something.
anna: “i'm a little bit concerned...” doesn't that mean something bad?
narrator: 是啊，anna 你得注意了。paul 现在用的是很婉转的短语来表达他的不满。我们听听 他想说什么。
paul: i think you need to work on your telephone manner.
anna: work on my telephone manner?
narrator: 他的意思是你接电话的态度得好好改进一下to work on it – 要做好点儿。
paul: perhaps you should think about-
narrator: perhaps you should think about – 你可以考虑一下什么什么，这也是很婉转的劝 说你应该做些什么。
paul: anna, are you listening to me?
anna: yes, sorry, i was just sort of, errr, talking to myself. could you repeat what you said please?
paul: right, i'll start again. i said: i'm a little bit concerned about your telephone manner. you need to work on the way you speak to clients. perhaps you should think about being a bit more polite to clients, it's important for the image of the company.
anna: oh okay.
paul: you can go now – take another biscuit with you – that's my last chocolate wafer, you lucky thing!
denise: anna? is everything all right?
anna: yes.
denise: what's the matter?
anna: paul says i need to 'w-w-w-work on' my telephone manner.
denise: well i was a bit concerned about it myself. and i think tom actually mentioned it to paul. but, look, i'll help you if you like. i'm a bit of an expert on the phone. i'll give you some lessons.
anna: oh thank you.
denise: come in early tomorrow morning, before the others get here and we'll practise.
anna: thank you denise, that's very kind.
narrator: 不得了，denise 对anna 这么好。正是出人意料。不过据我所知，denise 从来都是 在电话上和人聊天，没听到她在电话上和顾客说活。paul 用了好几个短语婉转的点出
anna 的问题和她需要做的事情。让我们来再听一下：
i'm a little bit concerned about...
you need to work on...
perhaps you should think about... 好了，让我们在下一期节目中看denise 能否帮到 anna. 再见！
listening challenge 听力挑战
paul 提醒anna 在接电话时需要注意什么？
答案：需要更有礼貌。