致用商务英语阅读（上）programmeoneBusinessReception.ppt

Business Reception,Programme One,Contents,Programme Content,Read a passage on good qualities of a receptionist; Read a passage on the importance of reception area; Learn the common expressions on business reception; Learn how to make an appointment with business clients.,Programme Objective,Talk about reception and qualities of receptionists; Master the skills to make an appointment with business clients; Complete a kind of reception activity in the business field; Communicate with foreign business partners on the matters of business reception.,Part one,Warming-up,Challenge Yourself Can you tell us the Chinese meaning of the following words immediately?,1. display,2. numerous,3. intelligently,4. workplace,5. courteous,6. personality,7. confidential,8. intimate,9. ensure,10. literacy,Short Survey Have you got some idea of the following terms before reading the passage?,1. receptionist,2. multitasking,3. reception area,4. computer literacy,5. communication,Passage One Good Qualities of a Receptionist,A receptionist is the first person a client sees or hears when visiting or calling a company. The receptionists ability to make a good first impression can create and maintain business. She must be able to speak intelligently about the company and what it represents. A receptionist must display loyalty to the company, be able to multitask, have a variety of computer skills, and be an excellent communicator. The health of the company may depend on it.,Communication Skills A receptionist must be a good communicator. Since he will be speaking on the phone and meeting with people numerous times throughout the day, he must be able to follow conversations and have his point understood. He must also be efficient at relaying messages to others in the company. An outgoing personality is a plus, and its necessary to have a good memory for faces and names. He should be able to develop a rapport with clients and remember any personal information they have told her.,Multitasking The reception desk can become quite busy and a good receptionist must be able to handle many things at once. A client might be at the reception area at the same time as the phone is ringing. A mail carrier might simultaneously come in with a package. The efficient receptionist will be able to handle it all without anyone feeling slighted. She must be courteous even under pressure and be able to handle all types of personalities. Her desk should be organized so that she can run the front office efficiently.,Maturity A receptionist will hear personal and confidential information about his co-workers and the companys clients. He must be respectful of all information he receives, whether it is a piece of mail, a visitor or a phone call. He must be discreet and tactful and not show surprise when faced with intimate or shocking information. Loyalty is of utmost importance in a receptionist. Clients must know that their private information is secure and will not go past the reception desk. Under no circumstances should a receptionist ever tell anyone else any personal information to which he is privy.,Knowledge of Computers and Office Equipment Computer literacy is an important aspect of the receptionists job. She is responsible for letters, memos and possibly accounting, so its essential to be proficient in word processing software and spreadsheet programs. She will be involved in receiving and sending email and searching on the Internet. She must be able to fax documents, either by machine or by computer, use a mail machine and a copier. The phone system might have several different lines and she will need to feel confident receiving and transferring phone calls.,Doing Whatever Is Needed Receptionists must not take exception to occasionally doing tasks that are not in their specific job description. They should not feel that these tasks are below them or feel demeaned if asked to perform them. These might include getting coffee or ordering lunch for clients who are in a meeting. It might even be picking up the bosss dry cleaning, watching his child for an hour in the office, or taking someone to the airport. Sometimes these types of duties are essential to a smoothly running office.,Words & Expressions,1) intelligently adv. 聪明地 2) display v. 显示 3) multitask v. 多工化 4) variety n. 多样 5) numerous adj. 为数众多的 6) relay v. 转播 7) outgoing adj. 外向的 8) personality n. 个性 9) maturity n. 成熟 10) plus prep. 加，加上 11) rapport n. 关系，一致 12) simultaneously adv. 同时地 13) slight v. 轻视 14) courteous adj. 有礼貌的 15) confidential adj. 秘密的 16) discreet adj. 谨慎的 17) tactful adj. 机智的 18) intimate adj. 亲密的 19) utmost adj. 极度的 20) secure adj. 安全的 21) literacy n. 识字 22) aspect n. 方面 23) proficient adj. 熟练的 24) spreadsheet n. 电子表格 25) transfer v. 转移 26) take exception to 反对,Notes (1) She must be respectful of all information he receives, whether it is a piece of mail, a visitor or a phone call. 她必须尊重接到的所有信息，无论是一封邮件，一位来访者还是一个电话。 其中，固定搭配whetheror的意思是“无论还是”， whether引导的是让步状语从句, 意思是“不管, 无论”, 从句中通常用一般现代时代替将来时，例如，Whether it rains or not, we play football on Saturday.（无论下不下雨, 我们都在星期六踢足球。）此外，短语be respectful to sb. 的意思是“对某人表示尊敬”, 例如，I hope you would be more respectful to your father. （我希望你对父亲有礼貌些。）,(2) Under no circumstances should a receptionist ever tell anyone else any personal information to which she is privy. 无论如何，接待员都不应将她私下知情的个人信息告诉别的任何人。 其中，固定搭配under no circumstances的意思是“无论如何都不；决不”，位于句首，后面的句子要用倒装结构，详细地说是部分倒装结构，具体形式是将谓语的一部分放置于主语前面，例如，Under no circumstances shall I leave you.（在任何情况下我都不会离开你。）此外，形容词privy的意思是“私下知情的”，例如，The lawyer was privy to government secrets. （律师对政府秘密私下知情。）,(3) They should not feel that these tasks are below them or feel demeaned if asked to perform them. 他们不应感到这些任务比他们的职位低级，或者如果被要求完成这些任务而感到降低身份。 其中，if asked to perform them是省略句，在if 后省略了主语和谓语，也就是省略了they are，类似的句子还有很多，例如，They do not wear out if properly managed.（如果管理适当，它们不存在损耗问题。）此外，动词demean的意思是“贬低，降低”，例如，Ill never demean myself by doing something dishonorable.（我决不会做什么不名誉的事来辱没自己。）,Business Link:,Business link How to Make Appointments (I),9/4/2019,The scheduling of appointments varies depending on the type of business that secretaries are involved in. For instance, appointments may be scheduled for 15 minutes, 30 minutes, or 1 hour. This is dependent upon the office. There are two kinds of appointments: clients appointments and boss appointments. Scheduling Appointments for Clients to Meet with Your Boss The following are the questions you need to ask anyone who wants to make an appointment: Day: Date: Time (should confirm the time) : Name: Telephone :,9/4/2019,Once you have this information, repeat the details back to the client. Now if youre unsure that the appointment will suit your boss, you need to explain that you will call the client and confirm it. On the other hand, if youre pretty certain there will be no change, tell the client youll only contact him (her) if a change needs to be made. The last step is to give a written message to your boss detailing all the information.,Subject of discussion,Read and Think,After Reading,9/4/2019,Task 1: After the passage, you will find 5 questions. For each question there are 4 choices marked A、B、C and D. You should make the correct choice.,A good receptionist must have the following skills except _. A. communication skills B. multitasking skills C. doing tasks within their specific job description D. computer skills 2. To be a good communicator, a receptionist must _. make his point understood be good at remembering faces and names C. have an outgoing personality D. All the above,9/4/2019,3. What does “multitasking” mean? A. handle many things at once B. handle many personalities C. handle all the package he receives efficiently D. be ready to answer the phone whenever it rings 4. When hearing the personal information, a good receptionist may _. A. show surprise B. show respect C. pass it on to others D. None of the above 5. What tasks are not included in the job description of a receptionist? A. receiving and sending email B. faxing documents C. getting coffee for clients D. receiving and transferring phone calls,9/4/2019,Task 2: Fill in the blanks with the words and expressions given in the box. Change the form if necessary.,relay simultaneously slight confidential intimate utmost tactful proficient transfer plus,9/4/2019,The event will be telecast _ to nearly 150 cities. He is _ in English with customer. He told me the _ information. The exhibition was _ to another city two days later. Weve got to fit five people _ all their luggage in the car. 6. The magazine published _details of their affair. 7. I will _ your opinion to the headmaster. 8. His giving up has put us in a position of the_ difficulty. 9. A _ remark eased her embarrassment. 10. We shouldnt_ anybody even if hes a nobody.,Read and Translate,After Reading,9/4/2019,Task 1: Translate the following phrases into English.,1. 留下第一印象 2. 各种技能 3. 私密信息 4. 表示尊重的 5. 熟练，精通 6. 文字处理软件 7. 转接电话 8. 表示异议 9. 传真文件 10. 使办公室高效运转,9/4/2019,Task 2: Translate the following sentences into Chinese.,He had an opportunity to fully display his talents. It was courteous of him to help the old lady with her bundles. My twin brother is more outgoing than me. The Earth is only one of the numerous planets in the universe. She took exception to having to wait outside in the rain.,After Reading,Read and Speak,9/4/2019,Task 1: Discuss the following questions with your partner after reading the passage.,What qualities should a good receptionist have? What attitude should a receptionist have towards personal and confidential information she receives?,9/4/2019,Task 2: Recite the following paragraph.,A receptionist is the first person a client sees or Hears when visiting or calling a company. The receptionists ability to make a good first impression can create and maintain business. She must be able to speak intelligently about the company and what it represents. A receptionist must display loyalty to the company, be able to multitask, have a variety of computer skills, and be an excellent communicator. The health of the company may depend on it.,Passage Two The Importance of Reception Area, the Link Between You and Your Customer,Q 1 Can you describe what a reception desk is like?,Q 2 Do you think the reception area is important? Why?,Just as a face represents a person, the reception area represents an office or a business. And just as we form an opinion by looking at the person (usually the face), most visitors similarly form an opinion about the business and how it is doing by looking at the reception area. And perhaps the most important thing in the reception area is the reception desk. But these desks can be of many types. For example, reception desks often come in wood, glass and even in steel. And they come in many shapes as well such as rectangular, square and even like a semi-circle. So if you have an,office to decorate, a smart and a stylish reception desk is what you need. But the importance of reception desks goes beyond just beautifying the area. These desks must have utility too, because this is where the front office department of the business is going to be located. There are many important tasks carried out from this area such as receiving and sending letters, attending phone calls and of course attending visitors. So the design of the reception desk is important. It needs to be ensured that it is designed to ease the carrying out of multiple tasks, because often the front office,people need to switch from one task to another. The desk should help them do this and the design should never come in the way of smooth operations. The reception desk should also come with some storage area where the person can keep important documents safely. It should also be designed in such a way that the wires of telephones, fax machines and others can be accommodated, and these wires are not exposed to the visitors.,Most businesspeople know the value of making a good first impression in the workplace: dress conservatively at job interviews, dont say anything negative about past employers, and proof resumes and cover letters for typos. The same“youll-never-get-a-second-chance-to-make-a-first-impression” rules should apply when designing or decorating the work space，architects say.,The reception area, or lobby is of critical importance. In a way, your lobby is really like your business card. Visitors should be able to walk in, look around and right away understand what this company does. The reception area needed to be welcoming, but also emanate creativity by being interesting and surprising. For example, with cool blues on the walls and a mint-green countertop that curves inward, welcoming visitors.,9/4/2019,Many designers think that a companys reception area or waiting room should be separate from the rest of the work area. Visitors walking in should be able to get a glimpse of the rest of the office and of what happens in the company, but they shouldnt be immediately thrust into a work space. And if a company really wants to convey “cutting edge” with its reception area, it should be prepared to change it frequently. The receptionist is the initial contact point with the external world and so it is in a very powerful place to improve the way the company is perceived. This is why it is so important that this person is well trained and educated on the tasks she will deal with.,Words & Expressions,1) rectangular adj. 矩形的 2)semi-circle n. 半圆形 3) decorate v. 装饰；布置 4) stylish adj. 时髦的；流行 5) utility n. 效用；实用 6) carry out 施行，实现 7) ensure v. 担保；保证 8) ease v. 减轻；放松 9) switch v. 改变；交换 10) multiple adj. 多种多样的；许多的 11) in the way 挡道，妨碍 12) accommodate v. 容纳 13) conservatively adv. 保守地 14) workplace n. 工作场所 15) glimpse n. 一瞥，一闪 16) thrust v. 刺；插入 17) resume n. 简历 18) typos n. 打字排版错误 19) lobby n. 大厅 20) critical adj. 决定性的 21) emanate v. 散发 22) countertop n. 工作台面 23) initial adj. 开始的 24) external adj. 外部的 25) perceive v. 注意到,Notes (1) And just as we form an opinion by looking at the person (usually the face), most visitors similarly form an opinion about the business and how it is doing by looking at the reception area. 正如我们通过看人（通常是脸）形成意见，类似地，大多数参观者通过看接待区形成对企业及其经营的意见。 其中，短语just as 的意思是“正如，就好像”, 例如，Things happened just as I had expected. （事情正如我所预料那样发生了。）短语form an opinion about的意思是“对形成意见”，例如，We form an opinion about people through unspoken communication within seven seconds of meeting them.（在见面七秒钟内我们通过非语言交际形成对人的意见。）,9/4/2019,(2) But the importance of reception desks goes beyond just beautifying the area. 但接待台的重要性不只是美化接待区。 其中，短语go beyond的意思是“超出，胜出”，例如，The price went beyond their means. （这个价格超过了他们的财力。）再如，We must go beyond limitation and promote innovation.（我们必须跨越模仿的阶段，鼓励创新。）,(3) And if a company really wants to convey “cutting edge” with its reception area, it should be prepared to change it frequently. 如果公司真想用接待区传递前沿的信息，它应该准备经常更换接待区。 其中，短语cutting edge的意思是“尖端，前沿”，例如，Speed up your performance and stay ahead with our cutting edge technology today.（提高您的业绩使用我们的前沿技术保持领先。）California is on the cutting edge of trends that spread nationwide.（加州走在全国流行的前沿。）,Business Link:,Business link How to Make Appointments (II),9/4/2019,Other tips you should bear in mind: Dont make appointments for your boss at times that he likes to keep aside for routine tasks. Consider his time-management style. Periods that are not considered effective for meetings are Monday mornings, days before and after long weekends and bank holidays and times immediately prior to lunch and in the late afternoons.,9/4/2019,Remember that your boss has other priorities and commitments throughout his day. Try not to over-commit him to too many appointments in a single day. Choose days and times carefully and always check the other events of the day or week around the proposed appointment, judging whether the time can be given to the appointment. Be aware of hospitality and expectations, and ask if refreshments are required.,Comprehension Check,9/4/2019,Task 1: Tell whether each of the following statements is true (T) or false (F) according to the passage.,( ) 1. Perhaps the most important thing in the reception area is the reception desk. ( ) 2. The design of the reception desk should help carry out task smoothly. ( ) 3. The rules for making a good first impression at a job interview can not be applied to decorating the work space. ( ) 4. Many designers think that a companys reception area or waiting room should not be separate from the rest of the work area so that visitors see the whole work space. ( ) 5. The reception area needed to be welcoming, interesting and surprising.,9/4/2019,Task 2: Discuss the following questions in groups after reading the passage and share your ideas with your partner.,Why is the reception desk the most important thing in the reception area? What utility does the reception desk have besides beautifying the area?,9/4/2019,Task 3: Make sentences using the given words and expressions.,decorate utility carry out initial perceive,Vocabulary Check,9/4/2019,Task 1: Fill in the blanks with the words and expressions given below. Change the form where necessary.,decorate ensure s