Speaking face-to-face with customers, your boss, or any of the other people that you work with can be a little tricky, especially when you're dealing with problems or difficult situations.
Your choice of words and the phrases that you use can affect what customers and your colleagues think of you.
和顧客、老闆或者是同事面對面交談可能會有點點難度，尤其是當你正在處理一些問題或者是複雜的情況的時候。你的措辭能夠影響顧客和同事對你的看法。
So, if you speak English as a second or a third language, using the right words in the right way is really important.
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, 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.
所以呢，如果英語是你的第二語言或者是第三語言的話，正確地使用正確的單詞就非常重要了。
我是Emma，歡迎來到Emma的美味英語，今天呢，我會帶大家一起看看工作場合非常常見的五種情況，幫助大家避免那些你永遠不應該說的話，以及告訴大家一些非常簡單的表達，能夠讓大家覺得你真的非常專業。
So, are you ready to get to work? . . . . . .
所以，大家準備好了嗎？
Situation number one. Someone asks you a question but you don't know the answer.
第一種情況。有人詢問你問題，但是你不知道答案。
Excuse me, do you know if the Bluetooth adapter will work on the Sony A6400? Ahhh. . . I don't know.
不好意思，你知道藍牙轉換器可以在索尼A6400上面用嗎？啊......我並不知道。
When someone asks you a question and you simply don't know the answer, well never say "I don't know".
Even though this is the truth, even though, those are the correct English words to say, you're not being helpful at all!
當有人詢問你問題，但是你不知道答案的時候，千萬不要說「我不知道」。即使這就是事實，即使這些英文詞彙都是正確的，但是你顯得一點都不樂於助人。
So, saying "I don't know" in the workplace—especially to a customer—sounds really unprofessional in English, even a little bit rude. It's like saying you don't care.
所以呢，在工作場合說「我不知道」——尤其是對顧客說——聽起來非常不專業，甚至是有點點粗魯。好像是在說你並不在乎。
So to sound more professional and to show that you do care, try saying "I'm not sure, but I can find out".
So, say it with me, I'm not sure, but I can find out, or you could say "I'll find out for you."
所以呢為了聽起來更加專業，顯示你真的很在意，那就要試著說「我並不確定，但是我可以看一下。」大家和我一起說吧，我並不確定，但是我可以看一下,或者是你可以說「我來幫你看看」。
Awesome! Here's another one:
太棒了！還有另外一個：
"Let me come back to you on that."
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.
「我一會兒再告訴你。」所以你，你使用這個表達來表明你需要一點時間來尋找答案，但是你也在告訴那個人你是這幫助他們的。
"Let me come back to you on that." Excellent! You're sounding really helpful and much more professional already!
「我一會兒再告訴你。」太棒了！你聽起來真的非常樂於助人，而且也更加專業了！
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! Now this is awesome news for you if you want to improve your English skills in just 90 days.
說到聽起來更加專業，如果你需要提升在工作場合——和客戶、顧客或者是同事交談時——的英文能力的話，那就聽好了，因為Lingoda語言馬拉松又來啦！這對於大家而言是個好消息，如果你們在90天之內提升自己的英文水平的話。
But you've got to be ready to do it quickly because this Language Marathon is going to be the last Lingoda Marathon ever!
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.
但是你需要快點下手，因為語言馬拉松是最後一次啦！如果你之前已經聽過我說關於馬拉松的事情的話，那麼你們肯定知道你們可以完成全程或者是半程馬拉松。
The full marathon is one class a day for three months and the half marathon is fifteen classes a month for three months.
You can choose to enrol in General English or Business English specific classes.
全程馬拉松是每天一節課，上三個月，半程馬拉松是每月十五節課，也是上三個月。你可以選擇註冊通用英語或者是商務英語課程。
All of them are group classes held online and led by native English teachers.
And the awesome thing is if you complete your marathon successfully, Lingoda will refund up to 100% of your class fees, which is super cool, right?
這些都是小組線上課程，授課人都是英語母語者。很棒的一件事情就是如果你成功完成馬拉松的話，Lingoda會退還你全部的課程費用，這點真的太棒了，對吧？
I'm doing the Spanish Marathon right now with Lingoda and I can confidently tell you that my speaking skills have increased dramatically and it's all because of the marathon.
It's helped to keep me accountable and stay motivated to make sure that I reach my goal.
我現在正在Lingoda上面參加西班牙語馬拉松，我可以非常自信地告訴大家我的口語技能已經有了巨大的提升，全都得益於馬拉松。它能幫助我持之以恆，保持鬥志，保證完成目標。
Like I said, this is the last Marathon ever so if you want to take part in it, you need to do it now! To register and secure your place, you need to pay a deposit of 49 by the 9th of September.
就像我說過的，這是最後一場馬拉鬆了，所以如果你想要大家參加的話，那就必須得抓緊了！想要登記獲得一席之地的話，你需要在九月九號之前交49刀的保證金。
For all of the details and to register, use the link you see in the description below and make sure you add this code at the checkout, it's going to get you a 10 discount off your deposit. Now, it's time to get back to work!
想要知道細節以及進行註冊的話，使用下方描述區的連結，確保在結帳的時候添加這個密碼，這能夠幫助大家或者10刀的折扣。現在，是時候回去繼續奮鬥啦！
Situation number two. Someone asks you if you can do something by a specific time.
第二種情景。有人問你是不是能夠在某個特定的時間做某件事情。
So this happens all the time at work, right? Especially if you work at a place that has deadlines.
這在工作場合非常常見，對吧？尤其是如果你工作場合會有最後期限的話。
Emma, ummm. . . Our clients need this done by 2 o'clock tomorrow, do you think you can manage that?
艾瑪，呃......我們的客戶需要在明天兩點之前把這個做完，你覺得你能做完嗎？
I'll try to finish it. So. . . Yes?
我會努力完成的。所以......對嗎？
Can I tell them that we'll have it done by 2? I'll try my best.
我能告訴他們我能在兩點鐘完成嗎？我會盡力的。
When someone asks you if something can be done by a certain time, don't use the phrase "I'll try". I mean, of course, you'll try and trying is great!
當有人問你某件事情能不能在某個特定的時間完成的話，不要說「我會試著去做的」。我的意思是，當然了，你肯定會盡力去做的，這真的很不錯！
But in English, if you use the verb 'try', you're not really committing to anything.
You're not saying that you will or you won't or you can or you can't do something, right?
但是在英語中呢，如果你使用「try」這個動詞的話，其實你並沒有在承諾任何事情。你並不是在說你會或者是不會，或者是你能或者不能做某件事情，對吧？
You're not committing to a deadline at all so you're not being very helpful and this is not very professional at all!
The person asking you has asked a specific yes/no question:
你並沒有遵守最後期限，所以你並沒有提供幫助，一點也不專業！那個詢問你問題的人其實問的是一個是否問題：
Can you get it done by this time? So you need to give a really clear-cut answer, okay?
你能不能在這個時間完成？所以你需要給人家一個非常清晰的答案，對吧？
You can sound much more professional simply by saying: I can get it done by 2pm. So, say it with me. I can get it done by 2pm.
你可以說：我可以在2點之前做完，這樣聽起來會更加專業。那和我一起說吧。我可以在2點之前做完。
Sure, I can have it done by 2pm. Great!
當然了，我可以在兩點鐘完成。太棒了！
But what if you can't get it done by 2pm or by the end of the day? What if you can't get it done?
但是如果你不能在兩點鐘或者是明天完成呢該怎麼辦呢？如果你做不完該怎麼辦呢？
Well, you definitely shouldn't say that you'll try, seriously. Saying that you'll try might make them go away in the short term.
好的，那你也不能說你會試著去做的。說你會試著做的話，可能會讓他們馬上離開的。
But you're going to let them down in the long run and that is really unprofessional.
You need to be honest with them but you also need to make a commitment to reassure them when you can get it done by.
但是長期地說，你會讓他們失望，那真的非常不專業。你需要實話實話，但是你也需要保證，告訴他們你什麼時候可以完成。
So, in this situation try an alternative like: I don't think I can manage it by 2, but I can have it done by 4.
Actually, I don't think I can manage it by 2 but I can definitely have it done by 4.
所以呢，在這種情況下，試著替代的表達：我覺得我在兩點鐘做不完，但是我可以在四點鐘做完。說實話，我覺得我兩點鐘做不完，但是我肯定可以在四點鐘完成的。
I don't think I can manage it by Thursday, but I can definitely have it done by Friday. Would that be okay?
我覺得我周四做不完，但是我周五肯定可以做完的。那樣可以嗎？
Nice work! Let's keep going. Situation number three.
很棒！讓我們繼續吧！第三種情景。
Uh—oh. . . Your boss or a customer is angry or disappointed about something.
Now, it could be something that you did personally, like, maybe you were late or perhaps it's not actually your fault but you still need to deal with this situation.
呃......你的顧客或者是老闆對某件事情很生氣或者是很失望。好的，可能是你做的某件事情，比如說，可能是你遲到了，或者其實並不是你的錯，但是你需要處理這種情況。
This is ridiculous! I drove the whole way down here to pick the thing up. I even rang you this morning and now you're telling me it's not ready? Okay. . .
這真的非常荒謬！我開了那麼遠的路去接，甚至早晨還給你打電話了，現在你告訴我還沒準備好？好吧......
Okay? That's all you've got. . . Okay? Yes.
好吧？你就說句好吧？是的。
Alright, so nobody really wants to deal with angry or frustrated customers, do they?
And if something like that's ever happened to you, you might even freeze up and get really awkward.
好的，沒有人真的想去處理生氣的或者是沮喪的顧客，對吧？如果這種事情發生在你身上的話，你可能會不知所措，非常尷尬。
It's not really a good look, right?
But of course, there's always going to be someone who's unhappy or frustrated about something at some point.
這種情況真的不太好，是吧？但是當然了，總會有人在某個時刻對某件事情不開心或者是垂頭喪氣。
It's just part of working life, isn't it?
So, it's a good idea to have a plan so in those situations you've got something to say to make the situation better and not worse!
那就是工作的一部分，對吧？所以呢，在那種情況下有計劃到底該說什麼來改善這種情況的話，那可就太棒了！
Lucky for you there are two really important words that will make everything a little better. I understand.
幸運的是，這裡有兩個非常重要的單詞，會改善情況。我理解。
Simple, huh? So before you freeze up and just say "okay" or "yes", just remember, all you need to say is "I understand".
很簡單，對吧？在你目瞪口呆說「好吧」或者是「是的」之前，要記住，你需要說的就是「我理解」。
With these really simple words, for just a moment, you can make the situation better.
You'll help the other person to see that you're listening and show them that you care about helping them and of course, then you need to offer something to help the situation, right? A solution.
有了這些簡單的詞彙，你很快就可以改善這種情況。你能夠幫助另一個人明白你在非常認真地聽，告訴他們你很關心他們，想要幫助她們，當然了，你需要提供幫助，對吧？提供解決方案。
So try these with me. I understand. Let's see what we can do.
和我一起試一下吧。我理解。讓我們看看能做什麼吧。
I'm sorry, I understand. Let's see what we can do about this.
不好意思，我理解。讓我們看看能做什麼吧。
Notice that I used the word 'let's' and 'we' instead of 'I'. This is a really great way to involve the other person in the solution.
注意哦，我用的是「let's」和「we」，而不是「I」。在解決方案中將其他人融入進來是非常好的。
I understand you've come all this way and it's not ready. Let's see what we can do.
我理解你費了那麼大的勁兒，但是還沒有準備好。讓我們看看能做什麼吧。
Awesome! So you're ready for the next one, right?
太棒了！你準備好下一個了吧？
Situation number four, numero cuatro. Well when you're keeping somebody waiting, what should you do?
第四種情況。好的，當你讓某個人等你的話，你應該做什麼呢？
Maybe you're busy with another customer, maybe you're on a phone call or maybe you really need to go to the toilet and you've got to leave quickly.
Whatever the case, the worst thing that you could possibly say is:
可能你忙著陪另外一個顧客，可能你在打電話，或者是需要去洗手間，需要快點離開。不管什麼情況，你可能會說的最不好的話就是：
Things are just really busy today so it's taking a bit longer than usual. Yeah, yeah we've just had loads of new clients come in.
我昨天太忙了，所以需要花比平時多一點時間。是的，我們有超多顧客來了。
No no no no no no no. This is not good, okay? You know this situation right? It's just rude.
不不不不不。這並不好，對吧？你知道這個情況，對吧？這樣真的很不禮貌。
But fortunately there are a couple of phrases that you can memorise that will have you sounding really professional and keep the person who's waiting happy.
So the first one is: I'll be with you in a moment.
但是幸運的是，有一些短語大家可以記住，能夠讓你聽起來更加專業，讓那個等待的人開心一點。第一個是：我馬上過去找你。
And this expression just lets them know that you know that they're there and that you won't be long until you give them your full attention.
So say it with me. I'll be with you in a moment. Brilliant! Alright and the second one is: Sorry to keep you waiting, I'll be right there.
這個表達能夠讓他們知道你知道他們在哪裡，用不了多久就會去幫助他們。和我一起說一下吧。我馬上過去找你。太棒了！好的，第二個是：不好意思讓你久等了，我馬上去。
You try it. Sorry to keep you waiting,
你們來試一下吧。不好意思讓你久等了。
I'll be there with you in just a minute. Can you think of any other ways to respond in this type of situation?
我馬上過去找你。你能想到其他的方式來應對這種情況嗎？
If you can, add them to the comments below. Situation number five.
如果你可以的話，那就添加在評論區吧。第五種情況。
So when somebody asks you a question but you didn't quite hear them or maybe you didn't understand them. What should you do?
當有人問你一個問題，但是你沒有怎麼聽清，或者是不理解的話。你應該怎麼做呢？
Hey Emma, do you reckon you can let the guys go early this afternoon? I'm gonna nick off too. What?
嘿，Emma，你覺得你能讓這些人今天下午早點走嗎？我要睡個覺。什麼？
Never say "what". Ever. Okay? This is one that the parents and teachers of English speaking children are always trying to teach them and it's a really big no-no in the workplace.
不要說「what」，永遠不要。對吧？這是英語母語的父母和老師一直在教孩子的話，但是在工作場合真的是一個大忌。
You can sound much more professional by saying: I'm sorry, I missed that. You try it.
你可以說：不好意思，我沒聽清，這樣會聽起來更加專業。你可以試一下。
I'm sorry, I missed that. Could you say it again, please? Awesome! So now try: Sorry, would you mind just repeating that?
不好意思，我沒聽清，能請你再說一遍嗎？太棒了！現在試一下：不好意思，您能再說一遍嗎？
Sorry, would you mind just repeating that for me? I missed it.
不好意思，你介意再說一遍嗎？我沒聽到。
Now there are lots of different ways to let someone know that you didn't understand them, right?
And politely ask them to repeat themselves a little more clearly.
有不同的方式能夠讓別人知道你沒有理解他們，對吧？禮貌地讓他們更清楚地重複一遍。
Can you think of any other ways that you could say the same thing? If you can, add them into the comments.
你能想到其他的方式嗎？如果可以的話，那就添加在評論區吧。
So I hope this lesson has given you some options to help you sound a little more professional at work.
If you want to keep working on your professional English, I've got a couple of other lessons right here that are perfect for you.
我希望這節課能夠給大家一些選擇，幫助大家在工作場合聽起來更加專業。如果你們想要提升職業英語的話，我有其他的課程非常適合大家。
And I make new videos here every week on the mmmEnglish Channel.
So make sure you hit the subscribe button just down there so that you don't miss out on any of them. And thank you very much for joining me and I look forward to seeing you in the next lesson!
我每周都會在美味英語頻道發布新的課程。
確保你們點擊下面的訂閱按鈕，這樣才不會錯過任何課程。謝謝大家的觀看，期待下節課再見！