許多秘書經常問我，怎麼能把英語學好？我的答案很簡單，你會不會用英語接打電話？先從電話英語學起,也許是一個方法。許多年前，我出版了一本《秘書英語》是一本教科書。如今看來也並不過時，也許可以給想學英語的秘書們參考。《秘書英語》是為秘書所寫的，與坊間的英文課不太一樣。
電話英語 Telephoning
接打電話 Receiving a Call or Ring out
Sample Story
喝春酒的時節到了，張老闆想了半天，決定今年去一家新開的天香樓辦桌，所以就讓秘書Betty去訂桌。這家餐廳生意可是真好，而且價格一點也不便宜，Betty費了九牛二虎的力量，才跟餐廳那個定位的先生ㄠ到一間可以容納十六個人的大桌子，可以讓老闆請的貴賓有面子呢！
Betty ：Excuse me，is this May Flower Restaurant？
Restaurant：May Flower Restaurant, May I help you？
Betty：We are Ever Famous Company. I would like to reserve a table for sixteen.
Restaurant：Alright, but what time do you need for lunch or dinner?
Betty：It’s for dinner this Friday.
Restaurant：Let me check… OK. Please remember you will be at Room 304.
Betty：Do we have a good view there in the room？
Restaurant：I am afraid not. There is no window seat in this room.
Betty：Is it possible that we have a room with night view?
Restaurant：I am sorry. This is the only one room left that evening.
Sample Sentences 例句練習
1
Good afternoon, Everfamous Company。
午安，臺灣宇喬公司。
2
Could I speak to George Reinhardt？
我想找George Reinhardt 先生。
3
May I have your name, Sir？
請問您是哪位？
4
One moment, please!
請稍候一下。
5
George Reinhardt is on the line。
George Reinhardt 在電話線上。
6
George Reinhardt is not in the office。
George Reinhardt 不在辦公室。
7
He will be back in about half an hour。
他大約半小時後會回來。
8
Shall I have him call you back？
他回來後打給您好嗎？
9
When do you expect him back？
請問他何時回來？
10
We will be waiting for your call。
我們會等您的回電。
11
Sorry, I could not catch your name。
抱歉，可否再說一遍您的名字。
12
George Reinhardt is on another line。
George Reinhardt 在另一個電話上。
13
George Reinhardt is not at his desk now。
George Reinhardt 現在不在辦公室。
14
George Reinhardt is out of town。
George Reinhardt 出差去了。
15
George Reinhardt is in a meeting now。
George Reinhardt 正在開會。
16
George Reinhardt has just stepped out。
George Reinhardt 剛剛出去了。
17
He is absent today。
他今天沒來上班。
18
She has left for the day。
她下班了（她今天沒來）。
19
George Reinhardt is on vacation today。
George Reinhardt 今天休假。
20
George Reinhardt is receiving a guest。
George Reinhardt 正在接待客人。
21
He has been transferred to the New York office。
他被掉到紐約去了。
22
I will transfer your call to the Counter。
我把您的電話轉到櫃檯去。
23
I am sorry to have kept you waiting。
抱歉讓您久等了。
24
I am afraid you have got the wrong number。
對不起，您可能打錯了。
Vocabulary and Expression
重要詞彙
Speak to 說話 (= talk to)
例如：Which department do you want to speak to？
請問您要和哪個部門說話？
On the line 在在線
例如：My boss is not on the line. Please hold on a minute.
我的老闆目前不在電話線上。請等一下。
Call back 回電
例如：Do you suppose he will call back？
你想他會打回來給我嘛？
Catch your name 記住你的名字
例如：It is very difficult to catch Chinese name.
想要唸出中國人的名字很難。
At the desk 在辦公室 (=at the office)
例如：Mr. Tsai is not at the desk in the moment.
蔡先生目前不在座位上。
Out of town 出差
例如：I will be out of town this weekend.
本周末我將離開城內。
Stepped out 剛出去
例如：My father just stepped out for a walk.
我的老爸剛出門去走走。
Absent 缺席
例如：Lots of students are absent today.
很多學生今天都逃學。
On vacation 休假
例如：Dr. Miller and his wife are on vacation this summer.
米勒博士和太太正在渡暑假。
Transferred 轉接
例如：Your call shall be transferred to Import Department.
您的電話將被轉接到進口部門。
Keep waiting 等候
例如：I am sorry to keep you waiting for such a long time.
抱歉讓您久候了。
Wrong number 打錯了
例如：Wrong number. Please check again.
打錯了。請再查一次吧。
Important Notes
要點提示
Making a telephone call to the USA and Europe country, you are requested to speak in short and simple. Because of time difference, the incoming telephone calls are mostly dialed in the afternoon or in the evening.打電話到美歐國家，處理要能迅速簡潔。因為這些國家與本地有時差。一般來電時間多半是下午或傍晚。
Due to a long distance call may affect your hearing, a repetition of foreigners』 name in pronunciation is sometimes necessary。外國人說明姓名時，因為發音及遠距的影響，有可能聽不清楚；必要時候，應該重複一次，以免弄錯，很不禮貌。
You may call a foreigner’s first name directly even when you meet him (or her) the first time.對外國人可以直接稱對方的名字 (First name)，不過第一次打來的客人，儘量不要如此；或者要跟對方詢問，是否可以直接稱呼名字。
No matter a secretary or an operator, when you pick up telephone you should offer immediately your Company’s or your own name. 無論是秘書或是接線員，拿起電話應該立即報上自己的單位(公司或組織)，以及自己的姓名。
In English, we would not say 「I am」 but say 「This is」when addressing to people.注意我是某某人，英文不說是 I am …，而是說 This is…。例如，我是 Lucy Shih，必須說 This is Lucy’s speaking；而不是 I am Lucy。請問你是 Lucy嗎？你說是的，要說 This is she。
A secretary has to screen the call. Before answering the call to a boss, you need to understand the purpose of this call. It is essential to prove at time that it is a boss who always ask for it. Unless there is such an emergency call, you can not interrupt in whenever there is a meeting. 秘書要能篩檢電話。接電話給老闆之前，必須問清楚對方來意。必要時候可以說明是老闆交代。除非緊急電話，不可以隨意幹擾會議之進行。
It is the most correct that the second loud tinkle of bells of telephone number is answered. The paper pen by the telephone should all be ready. The handwriting in a telephone memo should be clear cut. Information such as who, where, when, why, what, how and how much should be followed in such memo.電話第二響鈴聲接聽最正確。電話旁的紙筆都應該準備妥當。電話留言條應該字跡端正。按照5W2H寫明對方來電時間及原委。是否需要回電及電話號碼等。
The important figure needs repeating once, such as date, time , address , room number , cell-phone number ,etc.. Ask to cut off and read in longer figure, for example: 0933-123-456 Should divide three sections to read. 重要數字需要重複一次，例如日期、時間、地址、房號、手機號碼等。較長的數字請切斷唸，例如：0933-123-456 應該分三段唸，便於記憶及記載。
It is necessary to confirm before transferring a telephone to the other party. You may not ask your visitor to wait for too long, otherwise you should tell the other side first. A long-distance call is always costly. 轉接電話的時候，應該先確認被轉入的單位是否有人，同時要請客戶端先稍後；中間時間不可太長，否則應該先告知對方，以免長途電話耗時費錢。
Before allocating the overseas call, the local country codes and area yard should all be ready. To dial a cell-phone number, sometimes first 0 may be omitted. 撥出國際電話以前，當地的國碼及區域碼都應該確實查好；如果是手機號碼，必須注意第一個 0 可能省略。
There are overseas calls Person to Person or Station to Station be served; Paying attention to the standard charge. In some areas it is very expensive to put through and immediately you get a bill. 國際電話有叫人(Person to Person)或叫號(Station to Station)服務；必須注意計費的標準如何？有些地區可能撥通就開始計費，價格昂貴。
The web call is cheaper, but because of the wide band, quality is not so good sometimes. If you use a video meeting system by way of telephone communication, it is suggested that you should compare and study it first before use. 網絡電話比較便宜，但是礙於寬帶，有時通話質量不佳。視訊會議系統如果採用電話方式進行，應該先行實驗比較，再確立是否應該使用。
The secretary should take notes and register the important calls daily in a diary. The international telephone number that is frequently used should be indicated clearly on the desk in order to dial rapidly.秘書對於重要電話記錄，應該登錄於當日的日誌中；經常使用的國際電話號碼，應該記載於目視範圍明顯處，以便撥號迅速。