学会用英语与客人有效沟通课件

PracticalTrainingⅠ

MeetingonArrivalPracticalTrainingⅠ

Meetingon学会用英语与客人有效沟通，证实客人身份及询问有关旅途事宜熟练掌握与本话题相关的专业英语词汇及常用句型表达练习用英语迎接客人学会英文欢迎词的规范写作学会英语众欢迎客人的礼仪StudyObjectives学会用英语与客人有效沟通，证实客人身StudyObjectPartTwoSituationalDialoguePartThreeWriting-skillPartFourExercisesPartFiveSocialEtiquette

PartOneBackgroundMaterialPartTwoSituationalDialoguPartOneBackgroundMaterialQuestion:Howtomeetthetouristsonarrival?Tipsforreference

Asareceptionistatatravelservice,whenyoumeetthetourists,thefollowingelevenstepsareforyourreferences:

1.Arrivalatthemeetingsitesontime.2.Greetingthegroup.3.Liaisewiththegroupleader.4.GiveSelf-introduction.5.Leadthemtothecoach.PartOneBackgroundMaterialPartOneBackgroundMaterial6.Makeawelcomespeech.7.Briefthelocalconditionandintroducethehotel.8.Distributepamphlets.9.Assistthetouriststocheckin.10.Informthemeetingtimeandarrangethemorningcall,andtellthetouriststheplaceforbreakfastandthetimeforluggagecollection.11.Checktheluggageandassistthetouriststotheirrooms.PartOneBackgroundMaterial6PartTwoSituationalDialogueMr.OsborneB:atravelerC:aclerkattravelserviceExcuseme.AreyoutheTourGroup?1Yes,weare.WelcometoXi’an.I’mMafromtheXi’anofficeofChinaInternationalTravelService,Xi’anbranch.2

Theravelservicehassentmeheretomeetyou.Whoisthegroupleader,please?3It’sme,RobertOsborne.Nicetomeetyou,Mr.Osborne.4

Nicetomeetyouall,ladiesandgentlemen.Nicetomeetyou,too.It’sverykindofyoutomeetushereattheairport.Mypleasure.DuringyourvisittoXi’an,I’llbeyourtourguide.DialogueOneA:C:A:C:A:C:B:C:PartTwoSituationalDialogueMPartTwoSituationalDialogueA:Thatwillbegreat.C:Doyouhaveanycheckedluggagetocollect?A:Yes,wecheckedeighttravelingbags.C:Let’swaitherethen.(Inashortwhile,thecheckedluggagewassenttotheluggageclaimsectionandthetourgroupgottheircheckedbags.)A:Wehavegotbackthecheckedbagsnow.Shallweleavetheairportnow?C:Yes.Followme,please.ACITSbusiswaitingforus.A:It’sverythoughtfulofyoutomakethisarrangement.PartTwoSituationalDialogueAPartTwoSituationalDialogueC:ThebuswillfirsttakeustothehotelwhereCITShasreservedroomsforyou.Thehotelhasarestaurantandasnackbar.We’vealreadybookedfourtablesforyouatthehotel’srestaurant.Afterashortrestinyourrooms,youcanhaveyourlunchattherestaurant.I’lldiscusstheitineraryforyourXi’antourafterlunch.Whatdoyousaytothat?A:That’sfine.Thankyou.PartTwoSituationalDialogueCPartTwosituationalDialogueVocabularymeet [mi:t]v. 迎接checkedluggage (随飞机)托运的行李thoughtful ['θɔ:tful]adj. 考虑周到的；体贴的luggageclaimsection 行李领取处snackbar. 快餐部；快餐店itinerary [ai‘tinərəri,i’t-]n.旅行计划；预定的行 程；旅程；旅行路线PartTwosituationalDialogue返回NotesAreyoutheTourGroup? 你们是旅行团吗?2.I’mMafromtheXi’anofficeofChinaInternationalTravelService.我姓马，是中国国际旅行社驻西安办事处的。ChinaInternationalTravelService:CITS中国国际旅行社ChinaYouthTravelService:CYTS中国青年旅行社ChinaTravelService:CTS中国旅行社3.—Whoisthegroupleader,please?—It’sme/That’sme.—请问谁是旅行团的领队?me是第一人称的单数，在口语中可以用作表语。在正式文体或书面语中，可以用“It’sI.”来表达“是我”。但是，人们往往使用其他一些表达法来避开语法规范和口语习惯的矛盾。如：Iamtheone.或Iamtheperson.4.Nicetomeetyou,Mr.Osborne. 奥斯本先生，很高兴见到你。返回NotesAreyoutheTourGroPartTwoSituationalDialogueaclerkattravelserviceB:Mr.GreenExcuseme,areyouMr.GreenfromBritain?Yes.I’mgladyourecognizeme.“Amanwithwhitehairandbeard”---Isn’tthathowyoudescribeyourselfinthefax?Soit’seasytospotyouinanycrowd1.Letmeintroducemyself:I’mSusan,thetourguidefromCYTS.Howdoyoudo?Howdoyoudo?I’mgladtoknowyou.Pardonme,Ididn’tquitecatchyournamejustnow2.Wouldyoupleaserepeatit?It’sSusan.S-U-S-A-N.Oh,Susan,amIright?Quiteright.Doyouhaveanyunaccompaniedluggage3?DialogueTwoA:A:B:A:B:A:B:A:PartTwoSituationalDialogueaPartTwoSituationalDialogueaclerkattravelserviceB:Mr.GreenExcuseme,areyouMr.GreenfromBritain?Yes.I’mgladyourecognizeme.“Amanwithwhitehairandbeard”---Isn’tthathowyoudescribeyourselfinthefax?Soit’seasytospotyouinanycrowd1.Letmeintroducemyself:I’mSusan,thetourguidefromCYTS.Howdoyoudo?Howdoyoudo?I’mgladtoknowyou.Pardonme,Ididn’tquitecatchyournamejustnow2.Wouldyoupleaserepeatit?It’sSusan.S-U-S-A-N.Oh,Susan,amIright?Quiteright.Doyouhaveanyunaccompaniedluggage3?DialogueTwoA:A:B:A:B:A:B:A:PartTwoSituationalDialogueaPartTwoSituationalDialogueB:No.Ialwaystravelwiththesetwobags.A:Letmecarryyourluggage,Mr.Green.B:Thankyou,please.A:Thecariswaitingoutsidetotakeustothehotel.I’vereserveda

suite4foryouatDragonHotel,oneofthebiggestinBeijing.B:Thankyouverymuch.PartTwoSituationalDialogueBPartTwoSituationalDialogueVocabularyBritain ['britən]n. 英国recognize ['rekəgnaiz]vt. 认识；认出；辨认；承认beard [biəd]n.(下巴上的)胡须；络腮胡子describe [dis'kraib]vt. 描写，描绘，叙述；形容spot [spɔt]vt. (口语)认出，辨认；发现CYTS 中国国际青年旅行社unaccompanied ['ʌnə'kʌmpənid]adj. 无伴侣的；无随从的PartTwoSituationalDialogueVNotes返回1.….spotyouinanycrowd…..在人群中发现你。2.Ididn’tquitecatchyournamejustnow.我没记住你的名字。3.unaccompaniedluggage托运行李checkedluggage托运行李4.suite套房Notes返回1.….spotyouinanyPartTwoSituationalDialogue1.AreyouMs.LifromtheStates？您是从美国来的莉斯小姐吗？2.I’mtheguidefromCYTS.我是中青旅的导游。3.Thecoachiswaitingoutside.车子在外面等候。4.MynameisJenny.I’mgladtomeetyou.我的名字叫珍妮。很高兴认识你。5.Didyouhaveapleasanttrip？一路上怎么样啊？UsefulExpressionsForatourguidePartTwoSituationalDialogue1PartTwoSituationalDialogue6.Howwasyourtrip?旅途怎么样啊?7.Isthisallyourbaggage?所有的行李都在这里了吗？8.Howmanypiecesofluggagedoyouhavealltogether?你们总共有多少件行李啊？9.Youmustbeverytiredaftersuchalongjourney.经过漫长的旅途，您一定很疲倦了。10.WhatwereyourfirstimpressionsofChina?您对中国最初的印象如何？UsefulExpressionsPartTwoSituationalDialogue6PartTwoSituationalDialogue1.CouldyoutakemybagstotheTaxiStand,please?方便把我的行李放到出租车停靠站吗？2.I’mverytired.I’meagertotakeamassageassoonaspossible.我太累了，我真想尽快来个按摩。3.Ican’tbebearsufferingjetlagaftereachflight.每次飞行之后，我简直受不了适应时差的那种难受劲。4.Takeiteasy.You’llsoonrecoverfromjetlagandgetusedtoit.别担心，时差会很快倒过来的，您也会很快会适应的。5.What’stheweatherlikeinBeijingthesedays?这几天北京的天气怎么样？UsefulExpressions

ForatouristPartTwoSituationalDialogue1PartTwoSituationalDialogue6.Mywifeisveryconsiderateandsheaskedmetotakeaovercoat.我的妻子很体谅我，她让我带了一件厚外套。7.HowmanyspotsandhistoricalsitesinBeijing?北京有多少名胜和景点呀？8.I’mnotfamiliarwiththeplace.I’mreadytohearyoursuggestions.我对这个地方不太熟悉，想听听你的建议。9.Thisplaceisarealhotspot.这个地方真热闹啊。10.HerearethebrochuresthatdescribevarioustourroutesinChina.Youmaychooseanyoneyoulike.这是些介绍各种到中国旅行线路的小册子，您可以任意选择您喜欢的一种。UsefulExpressionsPartTwoSituationalDialogue6PartThreeWriting-skillHowtoWriteaWelcomeSpeech

TipsforreferenceWelcomespeechisthefirstformalspeechthatyoufacetheguests.Agoodwelcomespeechshouldbewrittenclearly,warm,lively,andshort.Ingeneral,itscontentincludesthefollowingitems,thatis:self-introduction,introducethehotelwheretheyarestaying,simpleItinerarypresentationandnotes.PartThreeWriting-skillHowtPartThreeWriting-skillSample1TourGuideWelcomeSpeech（I）Goodafternoon,ladiesandgentlemen,WelcometoBeijing!MayIintroducemycolleaguestoyou?ThisisMr.WangfromChinaInternationalTravelService.HewilltravelwithyouthroughoutthetripinChina.ThisisMr.Li,ourdriver.Hisbusnumberis531666.MynameisSunMei.IamfromCTYS.Myjobistosmoothyourway,careforyourwelfare,trymybesttoansweryourquestions,andmeetyourneedsduringyourstayinBeijing.ifyouhaveanyspecialinterest,pleasetellyourtourleader.PartThreeWriting-skillSamplPartThreeWriting-skillSample2TourGuideWelcomeSpeech（II）LadiesandGentlemen,Firstofall,pleaseallowmetoexpressthemostheartfeltwelcometoallofyouonbehalfofouragency.NowIwouldliketobriefourfour-daytourofBeijingtoyousinceIwanttoleavethemostwonderfulforyoutodiscover.Beijingisoneofthemostwellknowncapitalsintheworldforitslonghistoryanditshistoricalsitesandrelics.Iwillnotmentionthemindetailrightnow,butIcanguaranteeyouthatyouwillsurelyenjoyyourtripherewithourconsiderateservice.Thankyou!PartThreeWriting-skillSamplPartThreeWriting-skillSupposeyouarethetourguidewhoisassignedtoguidethetouristsfromUK,andyouaretomakeawelcomespeech.Inyourspeech,besidestheheartfeltwords,thebriefintroductionoftheitinerary--three-daytourinBeijingshouldalsobementioned.WritingPracticePartThreeWriting-skillPartFourExercisesReadingalouduntilyoucansayitfrommemory,thentranslateitintoChinese.

BeijingisthefirststationofChinagoldentravelline.Therearesomanywonderfulplacesworthyofseeingthatonejustcannotlistthemonebyone.Herewejustgiveabriefintroductiontosomebest-knownplacesofinterest.TheImperialPalacewasthehomeoftheemperorsduringtheMingandQingdynasties,whenitwasknownasthe“ForbiddenCity”;YiheyuanisamagnificentsummerpalacebuiltbytheQingEmperorDowager;TempleofHeavenParkissituatedontheeasternsideoftheQianmenStreet;andscatteredaroundtheMingTombsarethetombsofthirteenMingemperors.PartFourExercisesReadingalPartFourExercisesFillintheblanksaccordingtothecontext.

A:atourleaderB:Mr.Li,aclerkattravelserviceB:Excuseme,areyouMr.SmithfromAmerica?A:Yes,Iam.B:I’mLiming,yourlocal(1)fromCIS.A:Howdoyoudo,Mr.Li?B:Howdoyoudo?(2)toBeijing.A:Thankyou.B:Mr.Smith,iseveryoneinthe(3)here?A:Yes,everyoneishere.B:OK,let’sgo.The(4)iswaitingoutside.guide_______Welcome________group_______coach_______PartFourExercisesFillinthPartFourExercisesReadthefollowingpassageanddecidewhethertheyaretrue(T)orfalse(F).

Atyourfinaldestination,you’dbetterexamineyourbaggagefordamage.Ifyourbaggagehasbeendamaged,youcangoimmediatelytotheairlineagentanddemandtheexpenseofrepair.Inthiscase,youwillhavetofilloutaform.Andbespecificwhendescribingthedamage.Iftheairlineshouldloseyourbaggage,reportthelosstotheairlineagent.Theagentwillberesponsibleforyourloss.Don’tworryaboutyourbaggageifitisheavyandyoucan’tmanageit.Portersareavailableatmanyairports.Thesepeoplewillcarryyourbagsforyou,thoughnotfreeofcharge.PartFourExercisesReadthefPartFourExercisesIncaseyouarebumpedfromaflightforwhichyouhaveareservedticket,andyouwereattheairportforcheck-inbeforeclosingtime,theairlinemustpayyoumoneyunlesstheycangetyouaseatbybargainingwithanotherpassenger.Ifyouhaveaconfirmedreservation,andarriveattheairportontime,andyouarebumped,youcanaskforawrittenexplanationofyourrights.Thiswillexplaintheprocedureforobtainingthemoney.PartFourExercisesIncaseyoPartFourExercisesIfyourbaggagehasbeendamaged,youcangoimmediatelytothetravelagentanddemandtheexpenseofrepair.Iftheairlineshouldloseyourbaggage,reportthelosstotheinsurancecompany.3.Accordingtothepassage,iftheairlineshouldloseyourbaggage,theagentwillberesponsibleforyourloss.4.Youhavetomanageitbyyourselfevenifyourbaggageisheavy.5.Ifyouhaveaconfirmedreservation,andarriveattheairportontime,andyouarebumped,youcanaskforawrittenexplanationofyourrights.Thiswillexplaintheprocedureforobtainingthemoney.

F（）F（）T（）F（）T（）PartFourExercisesIfyourPartFourExercisesRolePlay.TheSmiths’wanttotakeatraveltoChinaforaseven–day–holiday.NowMr.SmithismakingacalltoalocaltravelagencyofCITS,askingfortheroutesavailable,quotations,andspecificarrangementofaccommodationsandscenicspotsofinterests.Asareceptionistofthetravelagency,youareansweringthecallandaskformoredetailsoftheirrequirement.Then,draftatravelplanforthefamily.PartFourExercisesRolePlPartFourExercisesTranslation(1)我是中国青年旅行社的导游。(2)你们的行李将会有另一辆车送往酒店，因此你们不必担心。(3)请再说一遍好吗，我刚才没听清你的名字？IamthetourguidefromCYTS._______________________________________________________Yourluggagewillbesenttothehotelbyanotherbus,soyoudon’thavetoworryaboutit.______________________________________________________________________________________________________________Ididn’tquitecatchyournamejustnow,wouldyoupleaserepeatit?_______________________________________________________PartFourExercisesTranslatioPartFourExercises(4)请问我们旅行团的人都到齐了吗？(5)请问你们有几件托运行李？(6)我们会按照你们的要求安排的。Excuseme,iseveryoneinthegrouphere?_____________