文秘英语 UnitBusiness Reception

1、Unit 4Business ReceptionLearning ObjectivesBy the end of this unit, you should be able tol know how to make an appointment,l communicate with visitors properly,l write welcome speeches,l learn some business reception etiquette. Session One SpeakingIn business, making an appointment is a top priority

2、 if you want to meet someone. Therefore it is the secretarys responsibility to set the appointment with visitors or clients, even sometimes to deal with unexpected visitors or rude clients.Activity One Core Words and Phrases Making appointments is not a difficult but an essential job in business rec

3、eption. Some words are often used in this situation. Now match the words in Column A with their definitions in Column B.Column A Column B1. schedule A. capable of being used 2.available B. plan or organize 3.book (v.) C. free of trouble or difficulty 4.convenient D. show unwillingness to accept 5.ar

4、range E. call off (an arrangement) 6.refuse F. list or statement of details, esp. of times for doing things 7.postpone G. reserve in advance 8. cancel H. pay a visit to 9. drop in I. a mutual or reciprocal action 10. interaction J. move down to a later timeNow see if you have matched the words with

5、their definitions correctly:1.F 2. A 3. G 4. C 5. B 6.D 7. J 8. E 9.H 10. IIf you have any difficulty about these words, look them up in the dictionary.Activity Two Core SentencesBlake Smith, Marketing Manager from ABC Company, wants to discuss the sales contract with Mr. Johnson, Executive of Rainb

6、ow Group. First he needs to make an appointment with Zhang Hong, Mr. Johnson's secretary. Below are some core sentences of how to make an appointment. Read them aloud and try to learn them by heart.1. I wonder if it would be convenient to meet you tomorrow.2. Can you spare some time for me next

7、week?3. Mr. Johnson is free next Monday from 10 a.m. to 11 a.m.4. I can't make it tomorrow at 2 p.m. Can we make it a bit later, say 4 p.m.?5. Regretfully, I have to inform you that I won't be able to attend the meeting tomorrow.1.我想明天是否方便见面。2.下周您能否抽出一点时间？3. 约翰逊先生下周一上午10点到11点有空。 4.明天下午2点我可能不

8、行，晚一点可以吗？4点钟怎么样？ 5.很抱歉，我不得不告知您明天的会议我不能参加。In the core sentences above, you may find they are very formal. Thats true. The language that people use in arranging business appointments is formal. Usually we do not often use such expressions with friends. These appointments must be set during office hour

9、s, between Monday and Friday. People concerned have to agree beforehand on when to meet, where to meet, and what to discuss. Thats the job the secretary should do. Session Two ListeningThis session is to provide you with some listening activities regarding secretarial practice. There are two activit

10、ies in this session: five short dialogues in one activity and one conversation in the other. Activity One Short Dialogues This activity is to check your ability to understand five short dialogues. After each dialogue, there is a recorded question. Both the dialogues and questions will be spoken twic

11、e. When you hear a question, you should decide on the correct answer from the four choices marked A), B), C), and D) given in the course book, and then choose the correct answer. Before you listen to the dialogues, first have a quick look at the following words, which might be helpful. engaged 忙碌的 p

12、ick up 用车接载 flight 航程 set off 出发 considerate 体贴的 client 客户1. What does the woman want him to do?A. To go right into the bosss office.B. To come back at three.C. To wait for a short time.D. To change the appointment.2. What does the woman mean?A. She agrees completely with the man.B. She thinks its e

13、asy to find Mr. Johnsons office.C. Shell see about getting the man an appointment.D. Shell treat the man if Mr. Johnson isnt available.3. Why does the man need to wait?A. Because Mr. Johnson is not at the office.B. Because Mr. Johnson cant see the man today.C. Because Mr. Johnson is quite busy right

14、 now.D. Because Mr. Johnson is attending a friends wedding.4. Where did the conversation probably take place?A. At a bus station.B. At an airport.C. At a train station.D. In an office.5. Whats the relationship between the two people?A. They are teacher and student.B. They are father and daughter.C.

15、They are client and secretary.D. They are husband and wife.The second and third dialogues are a bit too difficult to understand. If you have any problem with the dialogues, try to use the tape scripts at the end of this unit. Check your answers with the following key:1. C2. A3. C 4. B 5. C Activity

16、Two A Conversation In this activity, you will hear a recorded conversation between a visitor and a secretary. It is the first time for the visitor to be inside the company office. Listen to the conversation carefully and find out what Rooms 6, 7, 8, 9 and 10 stand for respectively. The conversation

17、will be read three times. For the first reading, you should try to get the main idea of the conversation. During the second reading, you are required to name the rooms according to what you have heard. The third reading is for you to check your answer. Before you listen to the conversation, first ha

18、ve a quick look at the following words, which might be helpful. office block 办公大楼 administrative department 行政部 establish 建立 hot cake 热销品 dazzled 眼花缭乱的 conference 会议 opposite 对面 reading materials 读物 EntranceSofas910Reception678 6._ 7._ 8._ 9._ 10._ The conversation you just heard is about receiving

19、visitors. Receiving visitors and guests is a secretarys daily routine. When a visitor has to wait, you must make sure that he has a comfortable chair and some reading materials. Also the secretary should have some small talks with him. Therefore as a secretary, it is essential for you to know the la

20、yout of the company building and also its history.Let's check the answer: 6. Showroom 7. Marketing Department 8. Conference Room 9. Personnel Department 10. Executives Office After listening you are sure to have a better understanding of how to deal with the visitors appropriately. Session Three

21、 ReadingReceiving visitors is actually a kind of art for secretaries because clients vary very much. It is very important for secretaries to receive clients properly and professionally, otherwise the companys business would be screwed up. In this section, Zhang Hong will be informed about some busin

22、ess etiquette that will help her to build good relationships with her clients.Activity One Testing Your Business EtiquetteSocial and business etiquette can be tricky, and making the right moves can make a big difference. Take this quiz and see how you fare in the following business situations.1. You

23、r boss, Ms. White, enters the room when you're meeting with an important client, Mr. Beta. You rise and say “Ms. White, I'd like you to meet Mr. Beta, our client from Santiago.” Is this introduction correct? 2. When you answer a phone, you ask “Who are you?” Is it correct?3. You're enter

24、ing a cab with an important client. You position yourself so the client is seated curbside. Is this correct? 4. If you walk into the office of a person you do not know, do you shake his hand? Lets see how you have done it. The reference is below:1. No. This introduction is not correct. In business e

25、tiquette, generally you should say the name of the most important person first and always consider a client to be higher in rank than company employees, in order to honor them. 2. No. You should say “Whos that?”3. Yes. When a client steps out of the car, he (she) will be on the curbside and therefor

26、e wont have to deal with getting out in traffic or sliding across the seat.4. Yes, you should shake the persons hand. Make sure you have a firm (but not painful) hand shake with him(her).5. Tell him where to sit. Indicating where your guest should sit will make him(her) feel comfortable.If you cant

27、get most of them correct, dont worry. After reading the article in Activity Two, you may have a better understanding of business etiquette.5. When you greet a visitor in your office, what will you do first?Activity Two Business Reception EtiquetteThe following passage focuses on the understanding of

28、 business reception etiquette. Read the passage and decide whether the following statements are True or False according to it.1. Most people learn meeting etiquette and how to conduct themselves at business events “on the job”.2. The purpose of etiquette is to create an environment that allows every

29、one to feel comfortable.3. It is forbidden for the secretary to talk with the visitors when they are waiting in the reception.Business Reception EtiquetteEtiquette, or good manners, is an important part of our day-to-day lives. Whether we realize it or not we are always subconsciously obeying rules

30、of etiquette, such as giving up your seat to a lady or an elderly person, queuing for a bus according to the fashion of “first come first served”, and simply saying "please" or "thank you". Etiquette is about making sure that peoples social communication or transaction goes smoot

31、hly. However, few are trained in the art of good manners.Business Reception EtiquetteBusiness etiquette is in essence about building relationships with people. In the business world, it is relationships that influence your success or failure. Etiquette, and in particular, business etiquette, is simp

32、ly a way of maximizing your business potential. As for a secretary, a part of her time is spent in dealing with clients face to face or by telephone. The secretary could be the first one who meets the visitors. Therefore, it is important for her to learn some business reception etiquette. In most or

33、ganizations visitors will spend some time in the reception area before being met by the executive. It is very important that the secretary greets people properly, makes them feel comfortable and deals with them professionally. She must be aware of all the appointments and should notify reception of

34、all appointments made by the executive at the beginning of each day. She should ensure the visitor is greeted in a warm and courteous manner. If time permits, visitors should be offered some refreshments or reading materials instead of being made to sit there. She should always be prepared to make c

35、asual conversations. If there is any delay, apologize and explain the reason for it. She should try to reassure the visitor that he(she) has not been overlooked or totally forgotten. If the secretary accompanies the visitor to the executives office, she may announce the visitors name, title, and the

36、 company he(she) represents, and then introduce the executive to the visitor. When the visitor leaves, she should walk him（her）to the front door, thank him (her) for coming, and say goodbye.Business reception etiquette skills can help secretaries to establish friendly relationships with clients, and

37、 successful friendship begins when one exhibits courtesy, respect and concern for the comfort of others. Better relationships mean better business.etiquette礼节subconsciously下意识地queue 排队transaction交易essence本质potential潜力notify通知refreshment点心casual 随意的reassure消除疑虑accompany陪同courtesy 礼貌 The passage provi

38、des some useful insights into effective business reception. After reading the passage, you should have learned some business etiquette, which could be helpful to your future career. The following key is for your reference.1. T 2. T 3. F If you feel it difficult to understand the passage, read the fo

39、llowing notes, and try to watch the attached video tutorials where the tutor will give you a detailed explanation of the whole passage. The video tutorials.Notes1. Etiquette is about making sure that peoples social communication or transaction goes smoothly.礼节就是要确保人们的社会交流或交易活动能顺利进行。句中make sure的意思是“确

40、保”，后面加that从句。2. However, few are trained in the art of good manners. 然而，极少数人在礼节艺术方面受过训练。句中few表示极少数人。注意few和a few， little和a little的用法和区别。3. Business etiquette is in essence about building relationships with people.商务礼节实质上就是建立人际关系。句中in essence 意为“在本质上”。4. In the business world, it is people that influe

41、nce your success or failure. 在商业界，影响你是否成功的是人。 句中“It is that ”为强调句型。如果被强调的成分是表示人的词，用关系词who或that来连接都可以。如果是其它成分，则一律用连接词that来连接。5If time permits, visitors should be offered some refreshments or reading materials.如果时间允许，秘书应该给来访者提供一些小食品或者阅读资料。句中if引导条件状语从句,而主句采用了被动语态。Activity 3 Working with Words The follo

42、wing table gives a clear map of reception etiquette. Read the passage again and complete it using the original words or phrases in the passage.StagesWhat a secretary should doBefore reception1. Try to deal with visitors_ and make them feel_.2. Be_ and _ of all appointments.During reception3. Greet v

43、isitors in a _ and _manner.4. Offer visitors some _ or _.5. Be always prepared to _.6. _ and _the reason for it if there is any delay.7. _, _ and the company _, and _the executive to the visitor.After reception8. _ him to the front door and _ him when the visitor leaves. This table clearly shows the

44、 business reception etiquette according to the reception procedure. It is important for any secretary to remember it if she wishes to become successful in work. Now see if your answers are similar to the following:1. professionally; comfortable 2. aware of all the appointments; notify reception3. wa

45、rm; courteous 4. refreshments; reading materials5. make casual conversations 6.Apologize; explain7. Announce the visitors name; title; he represents; introduce8. Walk, thankActivity 4 Translation1. Whether we realize it or not we are always subconsciously obeying rules of etiquette.2. It is very imp

46、ortant that the secretary receives people properly, makes them feel comfortable and deals with them professionally.3. If the secretary accompanies the visitor to the executives office, he(she) may announce the visitors name, title and the company he represents, and then introduce the executive to th

47、e visitor.4. Business reception etiquette skills can help secretaries to establish friendly relationships with clients.Now lets see if you understood. The following key is only for your reference.1. 无论我们是否意识到礼节,我们总是会下意识的去遵循它的规则。2秘书应该用恰当的方式接待访客，让他们感觉舒适，并熟练地与他们打交道，这是很重要的。3秘书如果陪同客人一起进入老板办公室，要宣告客人的名字、头衔

48、和所代表的公司，然后把老板介绍给客人。4商务接待礼仪能够帮助秘书与客户建立友好的关系。5. 人际关系好，生意日日旺。在翻译第二句时，注意它的骨干结构为“it is very important that”，it 为形式主语，that引导主语从句。为了使译文符合汉语的表达习惯, 我们一般采用逆序法或分句法。5. Better relationships mean better business.Session Four WritingActivity One Tips for Writing Welcome SpeechesAcknowledge and Compliment the guest

49、sSalutation A welcome speech is often made in pubic to welcome the arrival of honored guests or newcomers. It could be made at a meeting, at a lecture, in a workshop, or at a celebration. The speech always targets the audience and the goal is to make them look forward to who is coming. Here is an ex

50、ample of a welcome speech:Good Evening, Ladies and Gentlemen,Purpose of the visit We are very delighted and honored here to have our distinguished guests, Mr. James Lucas and Ms Jane Ellen, who came all the way from France to visit our company. Both of them are esteemed specialists in the fashion de

51、sign industry. Our company is looking forward to finding any cooperation opportunity with the two masters.Express the hope and make a conclusion On the behalf of Rainbow Group, I extend our warmest welcome to both of you and sincerely hope you will enjoy your stay here. As you can see clearly, there

52、 are mainly four steps in writing a welcome speech.Step 1. To specifically acknowledge any important guests.e.g. We are so excited / pleased/ thrilled / honored / delighted to haveStep 2. To compliment or to introduce the guests briefly.e.g. is/are esteemed specialist(s) inStep 3. To tell the purpos

53、e of the guests visit if necessary.e.g. This time our guest(s) come(s) to promote business relations/ discuss new projectsStep 4. To conclude by expressing sincere hope and warm welcome.e.g. extend warmest welcome toRemember: Before giving the speech, make sure you have the names of all the honored

54、guests who you need to welcome. And you should also ensure that they are pronounced properly. A welcome speech is always short, simple and sincere. 1 to 2 minutes will be enough.Activity Two Practice1. Rearrange the order of the following sentences or phrases to make a good welcome speech.Put the co

55、rresponding letter to each part in the appropriate box.A. Ever since 1999, there have been close business contacts between Space Company and my corporation.B. Finally I would again extend my warmest welcome and hope that you will enjoy your stay.C. This evening we are honored to hold a welcome party for our distinguished guests from the United