1、sunnyreceptionist:nprovide informationnanswer switchboard nreceive visitorsnanswer queriesndeal with(telephone)enquiriesntake messagenmake arrangementndirect the comers to the right personnkeep the receptions area tidy,organize reading materials and provide refreshmentndo basic clerical workndo simp
2、le bookkeepingTo be a receptionist you should:nhave a smart appearance;nhave good communication skill,both spoken and writtennbe able to stay calm under pressure at busy timesnbe courteous(有礼貌的有礼貌的),but firm,when dealing with difficult,impatient or distress peoplenbe efficient and well organizednbe
3、able to work on your ownnhave basic computer skillsnbe able to use office equipment such as switchboards,fax machines and photocopiersnbe interested in the work of the organizationTeaching ObjectivesTeaching ObjectivesAfter completing this lesson,students should be able to:-understand the procedures
4、 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.New words（P96-10
5、0）nappointmentnsketchntrading companynrecommendnmovementnprocedurenaccompanynaccommodationnalternativenregisternagency agreementnPurchasing managernextensionn约会约会n草拟，简述草拟，简述n贸易公司贸易公司n推荐推荐n移动移动n程序程序n陪同，陪伴陪同，陪伴n住宿住宿n可供选择的可供选择的n记录记录n代理协议代理协议n采购经理采购经理n分机分机Task 2-1nA receptionist in a small firm may have
6、 to use a computer,operate 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.n A visitor to a large firm should make an appointment,because executives are often very busy and do not
7、 have much time for 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 a
8、s booking hotel rooms and airline tickets.Part Listening PracticeTask 2-2 Listen to second part of the passage.Decide whether the following statements are true(T)or(F).n_(1)There is actually no procedure for receiving visitors.n_(2)The executive or his secretary will always come down to the n recept
9、ion area to greet the visitor.n_(3)Only the receptionist is responsible for escorting the visitor to the n executives office.n_(4)Addressing the visitor by name can show friendliness and give a n good impression to the visitor.n_(5)If a visitors request for a meeting cannot be satisfied,the receptio
10、nist n should never apologize or make suggestions for an alternative meeting,because it is not his/her fault.n_(6)It is necessary for a receptionist to keep a register of visits.F F F F T T a certainIf the visitor is an important client.or another secretaryPart II Task 2-2nThere is a certain procedu
11、re for 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 v
12、isitor 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.nWhen a visitors request for a meeting cannot be satis
13、fied,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,names and th
14、e firm the visitor works for.A receptionist can then refer to this if there is a request for information.lHave you ever met a guest at the airport or railway station?lDo you know how to meet your guest at the airport or station?lWhat do you do and say when you receive a business visitor at your offi
15、ce or meet him/her at the airport for the first time?lHow will you give a good first impressions to your visitors?how to meet your guest at the airport or station?nMake sure the arrival time of the guests vehicle before going to receive the guestnArrive at the destination half an hour earlier.Then c
16、ontact the information desk of the airport(railway station,doc,)verify the exact time of guests arrival.nBefore 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 the guest and the place where he or s
17、he comes from.航班名称、从哪里起飞、班次、起飞航班名称、从哪里起飞、班次、起飞时间、正点到达时间时间、正点到达时间 To see the flight information(Eastern Daylight Time)美国东部夏令时间美国东部夏令时间 WelcomeMiss sunCase study 2 Meeting at the airportn1.确认对方身份并作简要的自我介绍确认对方身份并作简要的自我介绍 Confirm the information of the visitor and making introductionn2.询问对方旅途是否愉快询问对方旅途是
18、否愉快 Asking about the journeyn3.与对方确认一下接下来的时间安排与对方确认一下接下来的时间安排 Confirming the scheduleCase 2nA:Excuse me!Are you Mr.Johnson?nB:Yes,thats right.nA:How do you do,Mr.Johnson,my name is Tom lee,the sales manager of the ABC company.nB:How do you do,Mr.Lee glad to meet you.nA:Me too,I came to pick up to yo
19、ur hotel.nB:Thank you,you are very kind.nA:How was your trip?nB:No,not very good,I was airsicknA:Do you feel better now?nB:Yes,but I feel very tired,because its a very long trip.nA:Lets go,lets get you checked in the hotel.nB:Ok,Thank you nA:Let me help you with your luggage.nB:It doesnt matter,than
20、k you,I can handle by meself.nA:Please wait for me here,I am going to the parting lot to drive my car.nB:Ok,no problemnThings to do:1.确认对方身份并作简要的自我介确认对方身份并作简要的自我介绍绍 Confirm the information of the visitor and making introductionn2.询问对方旅途是否愉快询问对方旅途是否愉快 Asking about the journeyn3.与对方确认一下接下来的与对方确认一下接下来的
21、时间安排时间安排 Confirming the schedulensuperb(adj.)excellentnparking lot an area or building reserved for parking cars停车场nbalcony(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nconsiderate(adj.)thoughtful to
22、wards other people;kind carefully thought out 考虑周到的ncozy(adj.)舒适的nwell-decorated(adj.)装饰漂亮的nthoughtful(adj.)considerate 考虑周到的Words and expression:Part Video 2 Meeting a business partner at the airport Watch the video.Decide whether the following statements are true(T)or false(F).n_(1)Mr.Lin is the P
23、urchasing Manager.n_(2)The service on the flight was not very satisfactory.n_(3)It is Ms.Joness first visit to China.n_(4)Miss Wang brings some flowers for Ms.Jones as a present,and n Ms Jones gives something in return.n_(5)Ms Jones didnt have any sleep during the flight but she still feels n fine.n
24、_(6)Ms.Jones room is on the 6th floor with a balcony overlooking a n beautiful lake.n_(7)Ms.Jones room is cozy and well-decorated.n_(8)Mr.Lin wants to talk quickly about business with Ms.Jones n because they dont have enough time.n_(9)Ms.Jones will stay in Guangzhou for three days.n_(10)Mr.Lin will
25、contact Ms.Jones the next afternoon.T T F F F F F F F F sales managerparkmorningSituation:Mr Lin and his secretary,Miss Wang,are waiting at the international Arrivals Hall at an airport.Mr.Lin holds a liarge sign reading“Welcome Ms.Jones”and Miss Wang holds a bunch of flowers.Ms.Jones walks through
26、the Green Exit.And then she sees the sign,waves,and goes towards them.nMr.Lin:Ms.Jones?nMs.Jones:Yes,Im Miranda Jones from Flora Garment Trading.nMr.Lin:My name is Lin Hua.Im the Sales Manager for Baiyun Sweaters.How do you do,Ms Jones?nMs.Jones:How do you do?Its very nice of you to come to meet me.
27、nMr Lin:Youre welcome.And may I introduce my secretary,Miss Wang?nMs.Jones:Sure.Its a pleasure to meet you,Miss Wang.nMiss Wang:The pleasure is mine.The flower are for you,Ms.Jones.nMs.Jones:Oh,thank you.They are beatuiful!Youre very kind.nMr Lin:How was your flight,Ms Jones?nMs.Jones:Very nice.The
28、service on board was superb.And I managed a few hourss sleep,so I feel fine now.nMr Lin:Im glad to hear that.Oh,let me help you with your luggage.nMs.Jones:Thank you.nMr Lin:Is this your first to China?nMs.Jones:No.But its my first visit to Guangzhou.I hope it wont be my last.nMr Lin:I hope you will
29、 have a pleasant stay here.nMs.Jones:Im sure I will.nMr Lin:Our car is out in the parking lot.Shall we drive to your hotel now?nMs.Jones:Yes,thank you.Lets go.nMiss Wang:This way,pleaseSituation:They walk out of the Hall and head for the parking lot and then drive to the hotel.nMiss Wang:Here we are
30、,Ms Jones.This is the White Swan Hotel.Weve reserved a room ofr you on the 6th floor with a balcony overlooking the park.nMs.Jones:Thank you very much.It very considerate of you.nMiss Wang:Well.Thats the least we could do.n(In the hotel room)nMr Lin:This is your room,Ms Jones.Is it ok?nMs.Jones:Oh,y
31、es,its lovely,very cozy and well-decorated!Its really very thoughtful of you to have arranged it for me.nMr Lin:Not at all.nMiss Wang:You must be very tired after your long trip.Is there anything else we can do for you?nMs.Jones:No,thanks.Not at the moment.nMr Lin:Then well be leaving now so that yo
32、u can settle in.After all well have enough time for business during the next 3 days.nMs.Jones:Thank you.nMr Lin:You are welcome.Well contact you tomorrow morning.nMs.Jones:See you then.nMr Lin&Miss Wang:See you.Useful sentencesn1.确认对方身份确认对方身份Excuse me!Are you Mr.Johnson?n确认后，有礼貌的打招呼并简要说明自己的身份确认后，有礼貌
33、的打招呼并简要说明自己的身份How do you do,Mr.Johnson,my name is Tom lee,the sales manager of ABC company.No sir,Im not(Mr Lin).Im Liu yang,sales manager at ABC Trading.Mr.Lin asked me to come and meet you,because he was unexpectedly tied up this morning.He is very eager to meet you,and sends his warmest regards.W
34、eve been expecting you.Im Lili,the secretary for the manager,Mr WhiteUseful sentencesn2.关切询问对方旅途情况关切询问对方旅途情况n对方经过长时间旅途，旅途劳累，此时若能关切询问一下旅对方经过长时间旅途，旅途劳累，此时若能关切询问一下旅途情况，有助于建立亲切感，并给对方留下好印象。途情况，有助于建立亲切感，并给对方留下好印象。Excuse me!Are you Mr.Johnson?n确认后，有礼貌的打招呼并简要说明自己的身份确认后，有礼貌的打招呼并简要说明自己的身份（1）How do you do,Mr.J
35、ohnson,my name is Tom lee,the sales manager of ABC company.（2）No sir,Im not(Mr Lin).Im Liu yang,sales manager at ABC Trading.Mr.Lin asked me to come and meet you,because he was unexpectedly tied up this morning.He is very eager to meet you,and sends his warmest regards.（3）Weve been expecting you.Im
36、Lili,the secretary for the manager,Mr WhiteUseful sentencesn3.与对方确认行程安排与对方确认行程安排n接到客人后，可以与客人确认接下来的行程：如前往酒店或办公室，接到客人后，可以与客人确认接下来的行程：如前往酒店或办公室，是否需要一起用餐，是否想要游览或参观。是否需要一起用餐，是否想要游览或参观。(1)I came to pick up you to your hotel(2)Lets go,lets get you checked in the hotel(3)Would you like an informal dinner wi
37、th us tonight?(4)just to confirm-you know that tomorrows meeting is set for 10 a.m.,at our office?Ill pick up you at the hotel at 9.15 a.m.(5)By the way,are there any sights youd like to see while youre here?Id be happy to show you around.(6)so you need a good rest after such a long fight.We dont st
38、and in your way.(7)Its very nice of you,but truthfully Id rather spend a quiet evening in the hotel getting ready for tomorrow meeting.Receiving visitor at the officeReceiving visitor at the officeThings to do:n询问访问者姓名及目的询问访问者姓名及目的 asking the visitors name and visiting purposen联系受访者，请旅客稍后联系受访者，请旅客稍后
39、 Contacting the interviewee,asking for visitor to waitn如不能约见，告知原因，并可再约时间如不能约见，告知原因，并可再约时间 If meeting is not available,telling the reason and making an appointmentn带领访客带领访客 escort visitornM:Good morning,sir.May I help you?nV:Hello.Can I see Mr.Rechard now?nM:Have you already made an appointment,sir?n
40、V:No.Iafraid not.But I have go sth.Urgent to discuss with Mr.Rechard.nM:May I ask your name.please sir?nV:David Johnson of Trading company.nM:Can I ask what you wish to see him about.Mr.Johnson?nV:Well,Ive fould a problem in the contract he asked me to examine the day before yesterday.nM:I see.Would
41、 you please have a seat and wait for a moment,Mr.Johnson?Mr.Richard is occuopied at the moment.But Ill tell him you are here and see if he could meet you right now.nV:Thank you.nM:Mr Johnson,please go right in Mr Richard is in his office nownV:Thank you nThings to do:n4.如不能约见，告知原因，并可再约如不能约见，告知原因，并可再
42、约时间时间 If meeting is not available,telling the reason and making an appointmentn5.带领访客带领访客 escort visitor1.接待来访接待来访receiving visitorn2.询问访问者姓名及目的询问访问者姓名及目的 asking the visitors name and visiting purposen3.联系受访者，请旅客稍后联系受访者，请旅客稍后 Contacting the interviewee,asking for visitor to waitUseful sentencesn1.接待
43、来访接待来访receiving visitorGood morning,may I help you?Is there anything I can do for you?Have you already made an appointment,sir?n2.询问访问者姓名及目的询问访问者姓名及目的 asking the visitors name and visiting purposeHas anything come up?Can I ask what you wish to see him about?Useful sentencesn5.带领访客带领访客 escort visitor
44、Please go right in Mr.Richard is in his office.Hes waiting for you.Ill show you to his office.Please follow me.Please take the elevator on your left to the fifth floor.Mr.Smiths office is No.508 on the right.Part Video 1 Receiving a visitor to the officeWatch the video again and complete the dialogu
45、e according to what you hear.Wendy:Good morning._?Mr.Dantini:Yes,Id like to see Mr.Hansen,the president.Wendy:_,sir?Mr.Dantini:Yes.I have an appointment with him at _.Wendy:_?Mr.Dantini:Brawn Dantini from Wilson Electronics.Wendy:Im sorry,Mr.Dantini,our president is _ just now.Would you please wait
46、for a few minutes?Mr.Dantini:_.Wendy:_?Do you prefer coffee or tea?Mr.Dantini:Thank you._.Wendy:Would you like _ with your coffee?Mr.Dantini:No,thank you._.Mary:Mr.Hansen is _ now,please send Mr.Dantini up.Wendy:OK.Mr.Dantini,our president is _ now.Ill take you to his office and bring you some more
47、coffee.Please come this way.May I help you?Do you have an appointment10:30Can I have your name,pleaseoccupiedYes,of course.Would you like something to drink?Coffee,please.sugar and creamJust blackavailableavailableStimulationPost-viewingPart III Follow-up PracticeListen to the dialogue and answer th
48、e questions according to what you hear.n(1)Q:Where is Mr.Green from?n A:_.n(2)Q:Which company does Mr.Green represent?n A:_.n(3)Q:What is Mr.Greens position?n A:_.n(4)Q:Who is Paula?n A:_.n(5)Q:Where does she work?n A:_.n(6)Q:What is the weather like?n A:_.n(7)Q:What are they going to do before goin
49、g to the hotel?n A:_.n(8)Q:Where is Mr.Green going to stay?n A:_.Sydney Sydney Garment Ltd.CorporationPurchasing managerSecretary to the general manager Mr.Liu.She works for the Guangzhou Textiles CompanyIts lovely,Real November weather,sharp and bright.Collect Mr.Greens luggage.The Garden Hotel.n(P
50、 for Paula;G for Mr.Green)nP:Excuse me,sir,but are you Mr.Green from Sydney?nG:Oh,yes.My name is Brain Green.Im the Purchasing Manager of the Sydney Garment Ltd.Corporation.And you are?nP:My name is Paula.nG:How do you do,Paula?nP:How do you do?I work at the Guangzhou Textiles Company.Im secretary t
