工作中，我们每天都要接打电话，职场中，电话礼仪可以说是非常重要的。有时候，接电话时一句话，往往就能给对方留下深刻的好印象或坏印象。我们就来简单总结一下在工作中，如何用英文专业地拨打和接听电话。
Answering the phone
接一个工作电话，拿起电话之前，我们可以快速的看一下来电显示。大致可以判断出是外部的客户，还是内部的同事，是熟悉的人还是一次打电话的人。不同的情况，问候会稍有区别。通常有两种情况：
不需要说出公司名称或者所在部门：
Hello, this is Lily. How may I help you? Good morning, Lily speaking. What can I do for you?
需要说出公司名称或所在部门：
Hello, this is Lily with Fluent Business English. How can I help you?
Hello, this is Lily in the IT department. How may I help?
以上都是比较正式的表达，并不是所有工作中的电话都需要这么正式。如果是非常熟的同事，可以直接说：
Hello, this is Lily.
如果没有来电显示，对方也没有报上名字，可以直接问：
May I know who’s calling? Who's calling, please?
Making the phone
给别人打电话，意味着我们要先打招呼，介绍自己，然后说出打电话的目的。
Hello, it’s Lily from Fluent Business English. I'm calling to ask about the marketing plan.
I'm calling to discuss / clarify the coming showcase.
I just wanted to ask if you have more capacity in your team. I'm calling concerning...
如果需要找某个人或者某个部门：
Hello, this is Lily from Fluent Business English. Is Amy available?
May I speak to Amy? I'd like to speak to Amy, please.
Is Amy there? Could you connect me to the marketing department?
Asking for clarifying
这个是重中之重。如果有任何没有听清楚的地方，千万不要害怕问。因为，你可能错过关键的信息，而达不到沟通的目的。
请求重复：
Sorry, may I beg your pardon? I'm sorry, I didn't catch your first name.
Could you spell that for me, please? How do you spell that, please?
如果对方spell，还是没有听清楚的话，就可以用一些单词来确认。例如，
Alfa - A Bravo - B Charlie - C Delta - D ...
请求提高声音：
Would you mind speaking up a bit, I can't hear you very well.
The sound is low. Would you mind speaking a little more loudly?
确认是否理解：
let me see if I've got that right. let me see if I missed anything.
然后，如果各种确认之后，还是不放心是否听清楚了。稳妥的方式是，电话后发一个邮件确认。工作中，会后发一个meeting minutes给参会者，是非常专业的做法，顺便也确认会议内容。
I'll send you the meeting minutes right after this call to see if I missed anything.
Putting someone on hold
在打电话的时候，如果需要搜索更多信息，或者看其他人是否有空，甚至只是停下来想想该怎么用英语表达你的观点。我们都可以礼貌、专业地让对方等一下。
May I put you on hold for a moment? Would you mind holding for a moment (while I get that information for you)? Could I put you on hold while I see if she's available?
非正式一点，也可以说：
I'm going to put you on hold for a second. One moment, please.
Taking/Leaving a message
如果我们要找的人不在，需要留言。这时候怎么说呢？
帮对方留言：Taking a message
I'm afraid he's not available at the moment, can I take a message? 需要留言吗？
Would you like to leave a message? Should I get him to call you back later?
I'll give him your message as soon as he gets back.
请求对方留言：Leave a message
Can I leave him a message? I'd like to leave him a message.
Please tell him that we will postpone the meeting on Friday to next Monday.
Please make sure he gets it as soon as possible, it's really important.
It's not urgent. So just let him know when he's free.
Transferring the phone
如果对方找的人是另外一个部门，需要我们把电话转接过去。这时候怎么说呢？
I will just transfer you to David, who will be able to help.
David works in a different team. Please hold while I check if he is available.
Wrong number
如果对方打错电话，我们怎么说呢？
Sorry, there’s nobody here by this name. I’m sorry, I’m afraid Amy doesn’t work here.
Sorry, I think you have the wrong number.
End the phone
结束电话前，我们可以问问对方还需要什么帮助，然后再礼貌地结束电话。
Is there anything else I can do for you? Thanks for calling.
Thanks for your time / help. Have a nice day! You too. Goodbye.
Some tips
To have notes. 不仅是指打电话的时候，迅速记下重要信息，我们也可以把打电话相关的表达写成便签贴在电话旁边，方便打电话的时候随时用。这样，可以让我们更自信。
Smile 尽管互相看不见，但是保持微笑的话，对方一定感觉得到。
Don't be afraid to ask for repetition or clarification. 熟练运用前面提到的表达，不要害怕问问题。
Don't be afraid of making mistake. 不要怕犯错。大多数人在电话上都很有耐心。专注于清晰地传达信息，英语电话沟通就容易得多。
