【英会話シリーズ】英語での電話対応のコツとフレーズ

オフィスでの電話: マナーと会話例

電話はビジネスコミュニケーションの中心的なツールの一つです。明確で効果的な電話のやりとりは、プロフェッショナルなイメージを維持し、業務の効率を向上させるために不可欠です。

1. 電話をかけるときの基本

• 明確な目的: 電話をかける前に、話す内容や目的を明確にしておくことが重要です。

  • 例: "I'm calling to discuss the details of our meeting tomorrow."

• 相手の名前の確認: 電話をかけた際に、相手が意図した人物であることを確認します。

  • 例: "Hello, is this Ms. Sato?"

• 自己紹介: 必ず自分の名前と所属を明確に伝えること。

  • 例: "This is Hiroshi Nakamura from ABC Corporation."

会話例:

A: "Hello, may I speak to Ms. Sato please?"
B: "Speaking. How can I assist you?"
A: "Hi Ms. Sato, this is Hiroshi Nakamura from ABC Corporation. I'm calling about the proposal we discussed last week."

2. 電話を受けるときのマナー

• 丁寧な応対: 電話を受けた際は、まず企業名や部署名を伝え、次に自分の名前を明記するのが一般的です。

  • 例: "Good afternoon, XYZ Company, Sales Department. This is Yuki Tanaka."

会話例:

A: "Good afternoon, XYZ Company, Sales Department. This is Yuki Tanaka."
B: "Hello, Ms. Tanaka. This is Hiroshi Nakamura from ABC Corporation. I received your email and have a few questions."

3. 伝言の残し方

• 相手が不在の場合や忙しい場合には、伝言を受け取ることが必要です。内容、名前、連絡先を正確にメモしましょう。

  • 例: "Mr. Suzuki is currently in a meeting. Can I take a message?"

会話例:

A: "Hello, I'd like to speak with Mr. Suzuki."
B: "I'm sorry, but he's currently in a meeting. Can I take a message?"
A: "Yes, please let him know that Hiroshi Nakamura from ABC Corporation called. If I'm not available, please contact me via email."

4. 困ったときの対応

• 電話での問題解決が難しい場合や、詳細な情報の提供が必要な場合は、メールでの連絡を促すことが有効です。

  • 例: "I'm having a hard time explaining this over the phone. Could you please send me an email so we can discuss in more detail?"

5. 電話を終了する際の表現

• 会話を終わる前に、次のアクションや確認事項を明確にすることが重要です。

  • 例: "Thank you for the information. I'll forward this to our team and get back to you by tomorrow."

会話例:

A: "Thank you for clarifying that. I'll make the necessary adjustments and send you an updated version by tomorrow."
B: "That sounds great. Thank you for your prompt response. Have a good day!"

会話例

A：Good morning, Johnson and Partners Accounting, this is Susan speaking. How can I help you today?
B：Hello Susan, this is Hiroshi Nakamura from Tokyo Tech Corporation. I'm calling about some tax-related questions we have regarding our business operations in the U.S.
A：Of course, Mr. Nakamura. I’d be happy to assist. What specific tax concerns do you have?
B：Firstly, we recently set up a branch in California, and I was wondering about the state-specific taxes we might need to consider.
A：Certainly. California has both a state income tax and a sales tax. If your branch is selling tangible goods, you'll need to be aware of the sales tax rate, which can vary depending on the city or county. Additionally, California imposes a franchise tax on corporations.
B：Got it. How often would we need to file these tax returns?
A：State income and franchise taxes are typically filed annually. As for sales tax, it depends on the volume of your sales. If it's substantial, you might need to file monthly or quarterly.
B：Thank you for clarifying. Another concern is about the federal corporate tax rate. I've heard there were some changes recently?
A：Yes, there have been changes in recent years. As of my last update, the federal corporate tax rate is 21%. However, it's always a good idea to check the IRS website or consult a tax professional for the most current rate and any potential deductions or credits that might apply to your business.
B：That's helpful. And are there any specific tax incentives for tech companies like ours?
A：There are indeed some tax incentives available. For instance, there's the Research & Development (R&D) Tax Credit which tech companies often benefit from. It's designed to encourage businesses to invest in innovation within the U.S. Depending on the nature of your operations, there might be other incentives or deductions applicable to your company.
B：I wasn't aware of the R&D Tax Credit. We do invest a lot in R&D. How do we go about claiming it?
A：To claim the R&D Tax Credit, you'd need to document your research activities thoroughly, showing that they meet certain criteria defined by the IRS. It involves identifying qualifying projects, expenses, and ensuring you have proper documentation. Working with an accountant or tax specialist, like our firm, can streamline the process.
B：That's good to know. We also have employees who are U.S. citizens and some on different visa statuses. Are there any specific tax implications we need to be aware of?
A：Yes, there are. U.S. citizens and permanent residents pay taxes on their worldwide income, regardless of where they earn it. For employees on visas, it can be a bit more complex. Depending on the visa type, there might be different tax withholding requirements. Also, remember to be compliant with employment tax regulations, like Social Security and Medicare taxes.
B：It sounds quite intricate. We'll definitely need some assistance with that. Lastly, we made some charitable donations to local communities. Can these be deducted from our corporate taxes?
A：Yes, charitable contributions made by corporations can be deducted, but there are limits. The contribution usually can't exceed 10% of your taxable income. Ensure you keep detailed records of the donations, including receipts and any correspondence.
B：Thank you, Susan. This has been very informative. It's clear we need professional guidance. Would it be possible to set up a meeting with one of your tax specialists to discuss further?
A：Absolutely, Mr. Nakamura. I'll coordinate with our tax team and get back to you with some potential dates for a meeting. In the meantime, feel free to email any documentation or further questions so we can prepare adequately.
B：I appreciate that. We're keen to ensure everything is in order, especially given the complexities of international business.
A：Understandably so. We're here to help. I'll be in touch soon with more details. Thank you for considering Johnson and Partners Accounting.
B：Thank you, Susan. I look forward to our continued collaboration. Have a great day.
A：You too, Mr. Nakamura. Goodbye.

まとめ

オフィスでの電話対応は、ビジネスの第一印象を形成する重要な部分です。適切な言葉遣いとマナーで、プロフェッショナルなコミュニケーションを心がけましょう。