sunny新视野商务英语Unit 8 Receiving_Visitors.ppt

1、Receiving Visitors,sunny,receptionist:,provide information answer switchboard receive visitors answer queries deal with (telephone) enquiries take message make arrangement direct the comers to the right person keep the receptions area tidy, organize reading materials and provide refreshment do basic

2、 clerical work do simple bookkeeping,To be a receptionist you should:,have a smart appearance; have good communication skill, both spoken and written be able to stay calm under pressure at busy times be courteous(有礼貌的), but firm, when dealing with difficult, impatient or distress people be efficient

3、 and well organized be able to work on your own have basic computer skills be able to use office equipment such as switchboards, fax machines and photocopiers be interested in the work of the organization,Teaching Objectives,After completing this lesson, students should be able to: -understand the p

4、rocedures involved when receiving business visitors; -effectively use communication skills to: receive business visitors who have an appointment; receive business visitors who do not have an appointment; meet visitors at the airport; participate in small talk about travel, weather or accommodation.,

5、New words（P96-100）,appointment sketch trading company recommend movement procedure accompany accommodation alternative register agency agreement Purchasing manager extension,约会 草拟，简述 贸易公司 推荐 移动 程序 陪同，陪伴 住宿 可供选择的 记录 代理协议 采购经理 分机,Task 2-1,A receptionist in a small firm may have to use a computer, oper

6、ate a switchboard, and perform other clerical duties, in addition to receiving visitors. In a large firm a receptionist can concentrate on welcoming and looking after visitors. A visitor to a large firm should make an appointment, because executives are often very busy and do not have much time for

7、visitors. Executives and secretaries should notify the receptionist in advance about important appointments, and about the movements of executives, especially when they are out of the building on business. Executives often ask receptionists to make travel arrangements for them, such as booking hotel

8、 rooms and airline tickets.,Part Listening Practice,Task 2-2 Listen to second part of the passage. Decide whether the following statements are true (T) or (F).,_(1) There is actually no procedure for receiving visitors. _(2) The executive or his secretary will always come down to the reception area

9、to greet the visitor. _(3) Only the receptionist is responsible for escorting the visitor to the executives office. _(4) Addressing the visitor by name can show friendliness and give a good impression to the visitor. _(5) If a visitors request for a meeting cannot be satisfied, the receptionist shou

10、ld never apologize or make suggestions for an alternative meeting, because it is not his/her fault. _(6) It is necessary for a receptionist to keep a register of visits.,F,F,F,F,T,T,a certain,If the visitor is an important client.,or another secretary,Part II Task 2-2,There is a certain procedure fo

11、r receiving visitors. A receptionist should find out if the visitor has an appointment or not. If the visitor is an important client, the executive or his secretary will come down to the reception area to greet the visitor. Sometimes the receptionist or another secretary escort, or accompanies, the

12、visitor to the executives office. Using the visitors name when he arrives is a friendly gesture and gives the visitor a good impression of the firm. The receptionist announces the visitors name, title and position, and introduces the executive to him. When a visitors request for a meeting cannot be

13、satisfied, the receptionist should apologize and make some suggestions for an alterative time. If a meeting is impossible, the receptionist should express regret and explain why, with tact, so that the visitors feelings are not hurt. A receptionist should keep a register which includes dates, times,

14、 names and the firm the visitor works for. A receptionist can then refer to this if there is a request for information.,Have you ever met a guest at the airport or railway station? Do you know how to meet your guest at the airport or station? What do you do and say when you receive a business visito

15、r at your office or meet him/her at the airport for the first time? How will you give a good first impressions to your visitors?,Part I Warm-up,how to meet your guest at the airport or station?,Make sure the arrival time of the guests vehicle before going to receive the guest Arrive at the destinati

16、on half an hour earlier. Then contact the information desk of the airport (railway station, doc,) verify the exact time of guests arrival. Before the guest comes out, stand at the visible place where passengers exit, with receiving sign held high in the hand. On the sign, there should be the name of

17、 the guest and the place where he or she comes from.,航班名称、从哪里起飞、班次、起飞时间、正点到达时间,To see the flight information,(Eastern Daylight Time)美国东部夏令时间,Welcome Miss sun,Case study 2 Meeting at the airport,1.确认对方身份并作简要的自我介绍 Confirm the information of the visitor and making introduction 2.询问对方旅途是否愉快 Asking about

18、 the journey 3.与对方确认一下接下来的时间安排 Confirming the schedule,Case 2,A: Excuse me! Are you Mr. Johnson? B: Yes, thats right. A: How do you do, Mr. Johnson, my name is Tom lee, the sales manager of the ABC company. B: How do you do, Mr. Lee glad to meet you. A: Me too, I came to pick up to your hotel. B : T

19、hank you, you are very kind. A : How was your trip? B : No, not very good, I was airsick A : Do you feel better now? B : Yes, but I feel very tired, because its a very long trip. A : Lets go, lets get you checked in the hotel. B : Ok, Thank you A : Let me help you with your luggage. B : It doesnt ma

20、tter, thank you, I can handle by meself. A : Please wait for me here, I am going to the parting lot to drive my car. B : Ok, no problem,Things to do:,1.确认对方身份并作简要的自我介绍 Confirm the information of the visitor and making introduction,2.询问对方旅途是否愉快 Asking about the journey,3.与对方确认一下接下来的时间安排 Confirming th

21、e schedule,superb (adj.) excellent parking lot an area or building reserved for parking cars停车场 balcony (n.) a platform projecting from the wall of a building with a balustrade or railing along its outer edge, often with access from a door or window 阳台 considerate (adj.) thoughtful towards other peo

22、ple; kind carefully thought out 考虑周到的 cozy (adj.) 舒适的 well-decorated (adj.) 装饰漂亮的 thoughtful (adj.) considerate 考虑周到的,Video 2 Meeting a business partner at the airport,Words and expression:,Part Video 2 Meeting a business partner at the airport,Watch the video. Decide whether the following statement

23、s are true (T) or false (F).,_ (1) Mr. Lin is the Purchasing Manager. _ (2) The service on the flight was not very satisfactory. _ (3) It is Ms. Joness first visit to China. _ (4) Miss Wang brings some flowers for Ms. Jones as a present, and Ms Jones gives something in return. _ (5) Ms Jones didnt h

24、ave any sleep during the flight but she still feels fine. _ (6) Ms. Jones room is on the 6th floor with a balcony overlooking a beautiful lake. _ (7) Ms. Jones room is cozy and well-decorated. _ (8) Mr. Lin wants to talk quickly about business with Ms. Jones because they dont have enough time. _ (9)

25、 Ms. Jones will stay in Guangzhou for three days. _ (10) Mr. Lin will contact Ms. Jones the next afternoon.,T,T,F,F,F,F,F,F,F,F,sales manager,park,morning,Situation: Mr Lin and his secretary, Miss Wang, are waiting at the international Arrivals Hall at an airport. Mr. Lin holds a liarge sign reading

26、 “ Welcome Ms. Jones”and Miss Wang holds a bunch of flowers. Ms. Jones walks through the Green Exit. And then she sees the sign, waves, and goes towards them.,Mr.Lin: Ms. Jones? Ms. Jones: Yes, Im Miranda Jones from Flora Garment Trading. Mr.Lin: My name is Lin Hua. Im the Sales Manager for Baiyun S

27、weaters. How do you do, Ms Jones? Ms. Jones: How do you do? Its very nice of you to come to meet me. Mr Lin: Youre welcome. And may I introduce my secretary, Miss Wang? Ms. Jones:Sure. Its a pleasure to meet you, Miss Wang. Miss Wang: The pleasure is mine. The flower are for you, Ms. Jones. Ms.Jones

28、: Oh, thank you. They are beatuiful! Youre very kind. Mr Lin: How was your flight, Ms Jones? Ms.Jones: Very nice. The service on board was superb. And I managed a few hourss sleep, so I feel fine now. Mr Lin: Im glad to hear that. Oh, let me help you with your luggage. Ms.Jones: Thank you. Mr Lin: I

29、s this your first to China? Ms.Jones: No. But its my first visit to Guangzhou. I hope it wont be my last. Mr Lin: I hope you will have a pleasant stay here. Ms.Jones: Im sure I will. Mr Lin: Our car is out in the parking lot. Shall we drive to your hotel now? Ms.Jones: Yes, thank you. Lets go. Miss

30、Wang: This way, please,Situation: They walk out of the Hall and head for the parking lot and then drive to the hotel.,Miss Wang: Here we are, Ms Jones. This is the White Swan Hotel. Weve reserved a room ofr you on the 6th floor with a balcony overlooking the park. Ms. Jones: Thank you very much. It

31、very considerate of you. Miss Wang: Well. Thats the least we could do. ( In the hotel room) Mr Lin: This is your room, Ms Jones. Is it ok? Ms. Jones: Oh, yes, its lovely, very cozy and well-decorated! Its really very thoughtful of you to have arranged it for me. Mr Lin: Not at all. Miss Wang: You mu

32、st be very tired after your long trip. Is there anything else we can do for you? Ms. Jones: No, thanks. Not at the moment. Mr Lin: Then well be leaving now so that you can settle in. After all well have enough time for business during the next 3 days. Ms.Jones: Thank you. Mr Lin: You are welcome. We

33、ll contact you tomorrow morning. Ms.Jones: See you then. Mr Lin G for Mr. Green) P: Excuse me, sir, but are you Mr. Green from Sydney? G: Oh, yes. My name is Brain Green. Im the Purchasing Manager of the Sydney Garment Ltd. Corporation. And you are ? P: My name is Paula. G: How do you do, Paula? P:

34、How do you do? I work at the Guangzhou Textiles Company. Im secretary to the General Manager, Mr. Liu. Im here to meet you on his behalf. G: Thank you very much for coming to meet me. P: My pleasure. Fine weather, isnt it? G: Yes, its lovely. Real November weather, sharp and bright. P: Now lets go a

35、nd collect your luggage first. And after that Ill accompany you to the Garden Hotel. G: OK, Im in your hands. Lets go.,内容延伸1: Making introduction,Focus A.Making self-introduction B.Introducing another person C.Sending regards and polite chatting,A. Making sef-introduction,Content,A. Read the picture

36、s and work out:,introduction,shake hands, smile, make eye-contact, bend body, exchange business card,Glad to meet you,What are they doing? How are they doing? What are they speaking?,Unlike in Chinese, self introduction in English is conducted in this way,1) greeting (Hi)-presenting ones name (My na

37、me is/ I am XXX )-showing willingness for the meeting (nice to met you). 2) respond with showing happiness (nice to meet you, too)- present ones name (My name is/ I am XXX ).,Content,Popular sentences in Making a self-introduction,1. May I introduce myself?2. Hello, Im Hanson Smith.3. Excuse me, I d

38、ont think weve met. My names Hanson Smith.4. How do you do? Im Hanson Smith.5. First let me introduce myself. Im Peter White, production manager. 6. 7. My name is David. I work in the marketing department.,Role play Practice with partner as at a business meeting where you are strangers to each other

39、.,Content,Discussion: 1) Is there any room for improving ? 2) What suggestion would you make?,Content,Sum up the discussion: Not only verbal devices should be employed, non-verbal devices also are required in self introduction, such as hand shake, smile, bend body, offer business card, present gift

40、and etc.,B. Introducing another person,In most cases, you are the intermediary to introduce people who dont know each other. When you introduce someone specifically, youd better introduce his name and position. 在很多情况下，你往往会作为中间人介绍互不认识的双方。在具体介绍某人时，应介绍其姓名、职务,如： Carol, this is Kathy Chen, our Financial

41、officer. Kathy, Id like you to meet Carol Jacobs.,Popular sentences for introducing another person 介绍他人,1. Jane, Tom. Tom, Jane.2. Jane, this is Tom, Tom, this is Jane.3. Jane, Id like you to meet my friend Tom.4. Jane, have you met Tom?5. Jane, do you know Tom?6. Jane, this is Tom. Hes a friend fro

42、m college.7. Jane, Tom is the guy I was telling you about.8. Do you know each other?9. Have you two met ?10. Have you two been introduced?11. Allow me to introduce Professor Linda Ferguson of Harvard University.12. Let me introduce our guest of honor, Mr.David Morris.13. If you want to be introduced

43、 to the author, I think I can arrange it,C. Sending regards and polite chatting after being introduced.,After being introduced, people should send regards to each other, and would better praise the other partys achievement, which will wear off the feeling of strangeness and give impressive impressio

44、n to each other. 双方在得到介绍后要有礼貌的互致问候，通常要对对方的工作加以美言，肯定对方的成绩，这样能尽快消除彼此的陌生感，给对方留下深刻的印象。,C. Sending regards and polite chatting after being introduced.,Im pleased to meet you, Kathy. Youre doing a great job. The divisions finances are in top shape. Its a pleasure to meet you. Ben. So youre the one respons

45、ible for those outstanding sales figures Ive seen. I think I heard a lot about you. Mr Wang has told me a lot about you. Its very nice to finally meet you, Mr. Mitchell after so many phone calls and faxes. Id like you to have my business card. Ive been wanting to meet you for some time. 很久以来我一直想见你.

46、Im delighted to make your acquaintance. 认识你我觉得非常高兴. Its a privilege to know you. 认识您是我的荣幸.,Task,A and B go to the airport to receive Mr. Brown, after meeting, they introduce each other.,课程延伸2- Saying goodbye/farewell,Popular farewell sentences for the host So you are leaving tomorrw?您明天就要走了 How times flies! Its a pity you are leaving so soon By the way, have you packed your luggage? What else can I do for you? Well, its getting late. I think youd better have a good rest tonight. Youll be having a tiring journey tomor