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1、1. Faxes Dialogue one M: Can you have the briefs from the Anderson firms lawyer on my desk by tomorrow morning. There are quite a few very time sensitive matters with this case. Im afraid I cant wait any longer. F: Getting those Anderson briefs has been harder than you can imagine. I have tried to c
2、ontact their lawyer many times. But every time I call, his secretary says he s in a meeting or out of the office or away on business. I am beginning to think he is trying to avoid me. M: Thats highly possible . He knows if we miss our filing deadline, we don t stand a chance to compete against them
3、for the bid. Try to get a hold of him again. Give him a call and see if he can fax them first thing. F: What if I cant speak to him directly? M: Ask his secretary to fax them. Its the same thing. Have them faxed over with a copy also faxed to Martin s office. F: How do I find Martin s fax number? Is
4、 he in your rollerdesk? M: No, but you can also call their office and ask the secretary to give you their fax number. I ll email you their office number later today. F: Ok, Ill get on it first thing. M: Be sure you do, I need those briefs ASAP Dialogue two M:Did you put this mornings faxes on my des
5、k?Im waiting for some urgent faxes from headquaters,Im pretty sure they came in last night. F:Evething that came in the office fax machine last night is all on your desk,but I noticed that some of faxes came through pretty blurred,maybe you take a look at them,if the copy is unreadble,Ill call then
6、and ask them to refax. M:Yeah,youre going to have to call them and get them to be refax. These copies are so dark. I cant make out any of the words. F:What about that one? M:This one?This one is so light and I can barely read it. How can that be? F:You know, I think the fax machine is out of toner.
7、I can change the toner cartridge. That should solve the problem. M:Yes,but this one will have to be refaxed as well. And look, theres about 3 pages missing. It looks like the fax machine ate half of my important faxes,and ones that made it through are so blurred or too light. They are unreadable. F:
8、I guess the fax machine is out of paper too. Dont worry,Ill have someone look at it this afternoon,and in the meantime,Ill have your documents refaxed to our other fax machine. 2. Telephone Calls Dialogue 1 A:Hello,thank you for calling Bradford and Sons. This is Tracy speaking,How may I help you? B
9、:Hello.I would like to speak to your director of human resources,Ms.Jenkins,Please. A:Just a moment.Ill check to see if she is at her desk.May I tell her who is calling? B:This is Bill Burton from Milford Insurance,Im calling in regards to our meeting next Tuesday. A:Thank you,Mr.Burton.Can you plea
10、se hold for a moment?Ill check to see if she is available. B:No problem. A:Im sorry,Ms.Jenkins is away from her desk.She has already left for lunch. Would you like to leave a message for her? B:Yes,please have her return my call when she returns to the office.Its best if she can get in touch with me
11、 before 3 pm today;she can reach me at my office number,635-8799. A:Im sorry,I didnt quite catch that,could you please repeat the number? B:No problem,my office number is 635-8799,Tell her to ask for extension 31. A:Im sorry,Mr.Burton,just to confirm,your name is spelled B-U-R-T-O-N,is that correct?
12、 B:Yes,and I represent Milford Insurance. A:I wil make sure Ms.Jenkins receives your message and returns your call before 3pm this afernoon. B:Thank you very much. Dialogue2 A:Hello,Pasadena Inn,this is Sandy,how may i direct your call? B:Id like to speak to someone about reservations. A:I can help
13、you with that.what date would you like to make a reservation for? B:Well be arriving May 12th ,but I would like to make reservations for penthouse. A:Oh,Im sorry sir,I only handle bookings for our standard rooms.The person you need to speak with is Tony Parker,he makes all the arrangements for our e
14、xecutive accounts.Unfortunately,hes not here right now.Can I take your name and number and have him get back to you? B:When do you expect him back in? A:Hell be out all afternoon,he might not be able to return your call until tomorrow,Will that be alright? B:Yes.I suppose.My name is Sam Darcy.He can
15、 contact me at 660-843-3235 . A:Could you please spell your last name for me? B:Sure.Its D-A-R-C-Y. A:Okay.Mr Darcy,and your phone number is 660-843-3233 ? B:Thats 3235. A:Sorry!3235.Great.Ill have Tony call you first thing tomorrow morning. 3. Making Telephone Appointments Dialogue one M:Hello,Bill
16、 Berton speaking. What can I do for you? F:Hello,Mr Berton,this is Jenny Jenkins of bradford and sons returning your call. I m sorry you missed me when you called my office this morning. My sacretary said you called concerning our meeting next Tuesday? M:Yes Ms Jenkins,thank you for returning my cal
17、l. I m glad to finally get hold of you.I want to let you know I will not be able to make our meeting next Tuesday. I would be out of town that day. Is there any possibility we can move the meeting to Monday? F:I am sorry. I m afraid I am completely booked on Monday. Would it be Possible to postpone
18、until you return? M:Oh,dear. I was counting on taking care of our meeting before I leave. But I suppose I can shut off a few things. Yes,we can arrange something. I will be back Thursday morning. What about Thursday afternoon? Would that work for you? F:That should be fine,shall we say about two o c
19、lock? M:Perfect! I look forward to seeing you at two o clock next Thursday afternoon. If you need to change the time,pls feel free to call me on my cell phone. F:Thanks Burdon,I ll see you on Thursday. Dialogue two F:Hello M:Hello,is Doras available? F:This is Doras,who is calling please? M:Hi,Doras
20、,this is Mike calling from parker s dentistry. I m calling to confirm your appointment for tomorrow morning at 9am with Doctor Parker. F:Oh,I almost forgot. Thank you for calling to remind me. Actually,I do need to change the time of my appointment. I have a scheduling conflict,and I can t make it t
21、hat early. M:If I put you in that later slot,would that work out? F:It would have to be afte r lunch. Do you have anything available about 2 o clock? M:Sorry,Mam. The only opening we have after lunch is 1:15, but I might be able to work you in at 4:00. Would that be a better time? F:That s all right
22、.I think I should be able tomake it at 1:15. Ca n you put me down for that time slot? M:No problem,I have your appointment changed from tomorrow morning to tomorrow afternoon at 1:15 F:Wonderful. Thanks very much. 4. Four.Memos Dialogue 1 A:I have been waiting here in the conference room for ten min
23、utes already, what time is the meeting start? where is anyone anyway? B:Didnt you hear about that, our meeting was postponed until Friday. A: What? the meeting was postponed? No one told me anything about it. B: Did you get the memo? A: What memo? They havnt any memo this whole week, I check my inbo
24、x every day.And I havnt seen anything. B: The memo went out 3 days ago. It should have made to your inbox, but maybe lost in all collectors on your desk. A: You know how things get pilot about my desk when Im busy. I know sometimes I do many please things,but I always read all the memos go arround,
25、they go directly to my inbox. Are you sure were send to whole office? B: It should have got arround to every body, they also post a copy of the memo in the break room. Dont you ever look at meassages post on the bulletin board? A: Im usually too busy to take a bunch of cofee break by the watercooler
26、, Anyway, Im sure the memo never get to my inbox, Ill have to talk our secretary about it. B. Thats right, You will never know what your missing out of it if you dont read the memos. Dialogue 2 A: Ms. Dorsen, I need to take a dictation for me, B: Yes, sir; A: They should go out intra office memorand
27、um to all employee by this afternoon, are you ready? B: Yes, sir, Go ahead. A: Attention all staff:effective immediately, all office communication are restricted to email correspondance as official memos, the use of instance message porgram by employee during work hour are strictly prohibited. B: Si
28、r, Does this apply to intra office communication only or relate also restrict external communications? A: It should apply to all communications. Not only in this office between employees, but also any outside communciations. B: But sir, many employees use instance messaging to communcate with client
29、s. A: This were just have to change the communication methods, I dont want any one use instance messaging in this office, it waste too much time. Now, please, continue the memos. Where were we? B: This apply to internal and external communications. A: Yes, any employee who persist using instance mes
30、saging, will first recieve a warning, and placed on prohibition, and the second sense, the employment will be termination. Any question regarding this new policy maybe dirctly to the department of his. B: Is that all? A: Yes, please give this memo type out and distribute to all employees before 4:00
31、 PM. 5. Busines Correspondance Dialogue one. A:Did you see the letter I got from Bradform films? They sent the responds to your phone call last week. B:If you want to see something about my call last week, why didnt they sent it to me? A:I guess it must have contact information, so they sent it addr
32、essed in care of your department head, anyhow,they wrote to confirm in reading what you discussed about milton contract. B:Can I see it first in seconds? A:Sure, here it is. B:Dear Mr.Clock, bother to your telephone call last Friday, Im reading to confirm our meeting on July 21st,as we discussed, ou
33、r meeting is to review the contract details. A:Did they ask you to sent the files beforehand? B:Lets see, Well be grateful for the complete to send related materials to our office prior to our meeting. It looks like. Hey! Was there anything else was send along with this letter? A: I dont think so, w
34、hy do you ask? B: The letter writes: please find the enclosed copy of our agenda for your review, I dont see anything else in the envelope. A: Maybe they forgot to attach it to the letter. You should give them another call. Dialogue 2. A:Can you help me for a minute? B:Sure, what I can do for you? A
35、:Im try to write a letter to one of our clients, But I just dont know exactly what to say, I dont even know how to get started, I know I should write dear Mr. Mrs. or Ms., but the problem is I dont know the name of contact person. B:You can just put Dear Sir or Madam, officialese not personal, you c
36、an write to whom may corcerned. A:OK, So I first thanks them for their business, I can say something like “we are very grateful for your continue support“, How is that? B: Good! But also, write off the bed you want to tell them the reason of your writting, give them more reference. A: Like “Regardin
37、g our new product line, we would like to anounce a special price discount“ B: Right, do you need them to respond? A: Yes, the letter would have a survey inside, and they should complete it and return to our office. How shoud I write that? B: You can tell them“ Please finding the enclosed customer se
38、rvice survey, else also, you can say:“Attach a customer survey“. If you need resource it right away, you can tell them the urgent by saying “ Please return the survey without dely as soon as possible. Maye it more polite with this as early as convenience.“ B: Great! and what do you think I should cl
39、ose it with? A: Since you dont know them that well personally, probably the best way is would be your ? or your sincerely, you can also say Best Regards. But I dont think it would be proprety because you dont have the name. And obviously, should have them. B: OK, Thanks a lot for your help! 6. Placi
40、ng an Order Dialogue 1 A: Our toner cartridges are already out of ink.Could you make an order for a new set? B: We will need new cartridges for all of the office printers? That will be a large order, probably about two or three cases. The office supply store we usually go through might not have that
41、 many in stock. A: You can double check with the housekeeping department, but I am pretty sure all of the machines will need new cartridges. Last time when we made our order to the supplier, the quantity was also especially high. They are used to receiving such bulk orders from us . As long as we gi
42、ve them a heads up a couple days in advance, they can usually fill the order. B: OK, I will make a few calls and run our order by housekeeping first to make sure. Is there anything else we need to order while I am at it? A: I think the only thing is toner. Try to see if they can deliver it before th
43、e end of business day tomorrow. We should really try to do better about waiting until the last minute to fill orders that are usually made on a monthly basis. Anyhow, see what you can do to expedite the order this time. B: OK, will do. Dialogue 2 A: May I help you? B: Yes, I would like to place an o
44、rder for toner cartridges. We have a standing agreement with you company, so we will need the same amount as last time. A: Let me key in your information into my computer. I will pull up our records for you . Do you have an order number? What name is the order listed under ? B: It should be under Le
45、slie Smith. The number is 184796 A. A: Yes, Mr. Smith. I have an order for three cases of cartridges, it that what you would like to refill? B: Yes. A: Is there the correct billing address? B: No, pls post the bill to 124 Hildrod Lane, Milton County, 98830. A: I will send you an invoice in the next
46、few days. Your order should be delivered before the end of the day on Monday. B: Thank you. 7 Co-Workers Dialogue 1 A: Im realy fed up with Harry! Hes the biggest airhead Ive ever met. He always makes careless mistakes, and hes a pain to work with. B: You souldnt be so negative. Youll always have so
47、me co-workers that are harder to work with than others. But if you are negative and start name-calling in the office, it will make a bad working enviroment for everybody. A: You only say that because you dont have to work with him. The people in your department seem to capable and nice to be around.
48、 Take Mary for example. Shes smart and enthusiastic. Ive never anyone as cheery as she is. B: Everybody has their strengths and weaknesses. Even Larry. He might be a pain to be around, but hes also very good at staying in budget on projects. Mary, on the other hand, spends our project money like the
49、res no tomorrow. Also, shes never willing to stay a little later at the office. She always leave at 5:00 pm sharp. A: Isnt there anyone in the office that is a perfect co-worker? What about Bob? Everybody loves Bob. Even though hes fresh out the college and still a bit green, he is a great co-worker. B: You are right. Hes a hard worker, easy to get along with, honest, and he never steals the credit on projects. The only thing hes lacking in is experience. A: Maybe thats why hes so nice! Dialogue 2 A: Do