高雄情境英文-公務接待 解答

當外國民眾打電話報案表明遺失錢包，公務員不必請對方留下聯絡資料。

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公務員在溝通時，要顧慮到賓客的需求與想法，不必堅守自身原則。

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若有外國民眾前來公務單位，公務員要如何主動詢問他？

• Please take a number slip.
• May I know which division/department you are looking for?
• Hi! How may I help you?
• I am sorry but I am afraid you are in the wrong division/department.

若要向外國民眾說明可以到哪裡用餐，公務員可以這樣說：If you are hungry, you can have a meal in the food court on the 11th floor.

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若外國民眾所要辦理的事項，負責人員不在，公務員可以說：When she is back, I will tell her to call back soon.

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在SMART說話力中， R是指反應，公務員應該要注意聽者的回應，調整說話內容與方式。

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公務員在櫃台接待時，要向外國民眾收取資料，應該怎麼說呢？

• Please be ready for your foreigner’s certificate of residence and one 2-inch photo with a front view without hat.
• Please get ready for your foreigner’s certificate of residence and one 2-inches photo with a face and take off your hat.
• Please ready your foreigner’s certificate of residence and one 2-inches photo with half body and take off your hat.
• Please prepare your foreigner’s certificate of residence and one 2-inch photo with a clear front view of face without hat.

在SMART說話力中，A是指聽眾，代表公務員要使用艱深的專業名詞向對方解釋。

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外國民眾打電話報案表明遺失錢包，公務員應該要詢問：May I know where you lost your wallet?

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公務員要向外國民眾收取資料，應該要說：Please get ready for your foreigner’s certificate of residence.

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在SMART說話力中，M是指方法，公務員要瞭解說話的目的，掌握主題。

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如果外國民眾詢問該如何填寫表格，公務員可以說：Please fill out your name here and tell why did you want to live here.

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公務員在溝通時要多傾聽，適當回應。

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公務員接聽電話時，遇到外國民眾要報案，可以說：If you need to report a case, please call 110 or 119.

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下列關於公務員向外國民眾介紹周遭環境的回應，何者正確？

• There is a Youth Bookstore near the City Hall.
• Zhongxiao Night Market is in the neighborhood.
• You can also take a stroll around Sanduo Shopping District.
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在SMART說話力中，S是指情境，代表說話前要先判斷情況，選擇適當的時機與方式表達。

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在SMART說話力中，T是指主題，代表公務員要就聽者的立場與說話目的，思考適合的方式。

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若要對外國民眾說明如何到達社會局，公務員可以這樣說：Please go direct in the corridor. Take the elevator to the 9th floor. The Social Affairs Bureau is in the 9th floor.

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公務員在櫃台接待時，遇到外國民眾，可以說：Good morning, and how may I help you?

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若公務員接聽到外國民眾的電話，可以如何回應？

• Hello, this is Department of Administrative and International Affairs. How may I help you?
• Hello, here is Department of Administrative and International Affairs. Where may I help you?
• Hello, this is Department of Administrative and International Affairs. Anything you need help?
• Hello, this is Department of Administrative and International Affairs. What help do you need?