5 Business Travel and Reception

1、Module 5 Business Travel and Reception,Contents,Business Attire,1,Business Cards and Professional Titles,2,3,The Process of Reception,The process of Reception,3,Business Attire 服装,Business attire rules are somewhat relaxed in England, but conservative dress is still very important for both men and w

2、omen.,Company Logo,Clothing,Business Cards and Professional Titles,When doing business in Britain, bring business cards along to give to all colleagues in the meeting.,There is no specific method for business card exchange, but it is always best to treat the card with respect by not bending or writi

3、ng on it.,British businessmen prefer to be referred to as Mr., Mrs. or Miss plus their surnames. It is not appropriate to address a businessperson in England by his first name unless he invites you to do so.,The rules for making introductions,The over rule is that person is always introduced to anot

4、her, and there are three basic rules: A man is always introduced to a woman A young person is always introduced to an older person A less important person is always introduced to a more important person,Greetings,When people meet each other , there are many ways for greeting. handshake smile hug kis

5、s,Handshake etiquette,In fact,the guidelines for shaking hands follow the guidelines for introductions: A woman offers her hand first ; An older person initiates a handshake with a younger one The more important person ,or the one to whom someone is being introduced, is the first to offer his or her

6、 hand,Smiling,Charming smiling comes from hard training .,The right smiling: Three meters eight/six teeth: international standard smile, is the others in three meters away from you when you can see the absolute standard charming smile. The mouth cape slightly become warped, show the upper teeth of t

7、he eight/six teeth. Note that to keep their teeth clean to show respect.,.,1. At the airport,2. At the restaurant,3.In the office,4. Hotel Check-in,5.A Tour to a Factory,6.Business Negotiation,7.Making an order,8.Sightseeing and Shopping,9.Seeing off the customer,The Process of Reception,Reservation

8、 预定,international flight 国际航班 domestic flight 国内航班 flight number 航班号 round-trip ticket 往返机票 one-way ticket 单程机票,first class 头等舱 business class 商务舱 economy class 经济舱 an open return flight 不定期往返班,At the Airport 在机场,passport 护照 visa 签证 embarkation card 入境记录卡 disembarkation card 出境记录卡 arrival lobby 入境大厅

9、 departure lobby 出境大厅,gate number 登机门号码 boarding card 登机证 business visa 商务签证 airport tax 机场税 check-in counter 登机柜台,我可以在哪儿办理联航819次航班的登机手续？ Where may I check in for United flight number 819? 什么时候开始登机？ What time will boarding start? 我要转乘法航456号航班。 Im connecting with flight AF456. (Air France) 我可以在哪里询问转机

10、事宜？ Where can I get information on a connecting flight?,Clearance 在通关时,customs service area 海关申报处 currency declaration 货币申报 duty-free goods 免税商品 dutiable goods 应交税商品,请出示一下护照，可以吗？ May I see your passport, please? 你要在美国逗留多长时间？ How long are you going to stay in America? 我会停留一个星期。 I will stay for one we

11、ek. 你此行的目的是什么？ What is the purpose of your visit? 您有要申报的东西吗？ Do you have anything to declare? 我没有东西要申报。 I have nothing to declare.,Baggage Claim 行李认领,baggage/luggage 行李 checked baggage 托运的行李 luggage locker 行李寄存箱 carry-on baggage 手提行李 luggage tag 行李牌 luggage cart 行李车,打扰一下，行李认领处在哪儿？ Excuse me, where i

12、s the baggage claim area? 行李遗失申报处在哪儿？ Where is the lost luggage office? 我在哪里可以找到行李车？ Where can I get a luggage cart?,At the Hotel 在旅店,check-in 登记入住 check-out time 退房时间 room service 客房服务 front desk 前台 wake-up call 电话叫醒服务,我要早上8:00的电话叫醒服务。 I would like to have a wake-up call at 8:00 in the morning. 退房时

13、间在几点？ When is check-out time? Id like a room for two with separate beds. 我想要两张床的双人房。 我想在303房加一张床。 Id like an extra bed for room 303.,Practice,我想从2010年3月8日起在你们酒店订一间双人房，一共四晚。 I would like to reserve a twin room at your hotel for four nights from March 8th, 2010. 请用林先生这个名字订一间单人房。 Please reserve a singl

14、e room under the name of Mr.Lin. 我想订一张5月9日飞往巴黎的法航头等舱往返机票。 I would like to book a flight to Paris on May 9th on Air France, First Class and round trip. 我想订一张7月19日飞往华盛顿的机票。 Id like to make a reservation for a flight to Washington on July 19th.,Meeting a Foreigner at the Airport,Wang: Excuse me, but ar

15、e you Mr. Smith from the Tiger Trading Company of America? Smith: Yes, Im Peter Smith. Wang: Allow me to introduce myself. My name is Wang Ling. Im from Humen United Textile (纺织)Company. Im here to meet you. Did you have a nice journey, Mr. Smith?,Smith: Yes, the flight was smooth. The service was g

16、ood, too. Wang: Im glad to hear that. We have a car over there to take you to my company. Do you have all your luggage here? Smith: Yes, its all here. Wang: Let me help you with this case.,Smith: Thanks. And thank you for all your trouble. Wang: No trouble at all. This way, please.,Having a snack wi

17、th the customer,( Since it will cost about 3 hours from Guangzhou International Airport to Humen, Dongguan, in my opinion, you should suggest the customer have a snack in a western-style restaurant so that you wont feel hungry during such a long distance journey.),Wang: Since there will be a long di

18、stance journey from Guangzhou to Humen, how about have a snack in a western-style restaurant so that we wont feel hungry during the journey. Guest: I think its a great idea. (You come into a western-style restaurant),Wang: What would you like to eat, Mr. smith? Smith: Let me see. How about vegetable

19、 soup, a beef steak and some fresh fruit? Wang: Great! How would you like your beef? Rare, medium or well-done, sir? Guest: well-done, please.,Culture Zoom in (文化透视):,今天，美国是消费牛肉的最大国家，牛排则早于在十九世纪中叶成了美国人最爱的食用方式。但在亚洲，人们对牛肉有着两级化的反应，比如日本，可说是将牛肉发挥到了极致,各国对牛肉的态度、风俗不同，所以牛肉的食用方法也不同 。 美国食用牛排的方式粗犷且豪迈，不拘小节，整块牛排烧烤

20、后再切片。 beef: 牛肉 steak: 牛排 well done 全熟 medium 五,七分熟 rare 三分熟,Some expression for food and drink,fried chicken 炸鸡 roast chicken 烤鸡 club steak 小牛排 canned beer 罐装啤酒 red wine 红葡萄酒 brandy 白兰地 whisky 威士忌 vodka 伏特加 champagne 香槟,menu 菜单 Todays special 今日特餐 buffet 自助餐 chefs special 主厨特餐 fast food 快餐 specialty

21、 招牌菜 poached egg 荷包蛋 dim sum 点心 French fires 炸薯条 pudding 布丁 pastries/dessert 甜点 pickled vegetables 泡菜 Kimchi 韩国泡菜,Notes: This is only a snack at pm. When the customer arrives at the company, you can invite him to have a dinner, at that time, he can enjoy your local snacks.,In the office,This section

22、 should include four parts: (1). Introduction of the company (2). A business schedule (3). Hotel check-in (4). A welcoming banquet,(1)Introduction of the company,When introducing companies, please Include the following points if possible: the scope of business of the company and its primary products

23、; its history, developments and future plans; markets at home and abroad.,Wang: Mr. Smith, Id like to introduce our president to you. This is Mr. Zhang and this is Mr. Smith. Zhang: Mr. Smith, its a great pleasure to meet you at last. Ive heard and read so much about your works. Smith: Ive been look

24、ing forward to meeting you for a long time. Your products are well known to us, but Id like more information about your company.,Zhang: Preparations for the company were well under way in 1988. In 1993, the company began its expansion and grew to be a large state enterprise by 1998. Smith: Great ach

25、ievements have been made within the past 10 years. What do you think,(2).A business schedule,contributes to your companys success? Zhang: Our companys success has been made by seizing opportunities and by utilizing available high technology. Smith: From what you said, I feel very interested in visit

26、ing your factory. Zhang: No problem, Mr. Wang has already arrange a business schedule for you. Now,let him introduce the schedule for you. Wang: The program we have prepared for you is only tentative and we can make any changes if you wish. Smith: (After reading the program carefully and then to Wan

27、g) It looks like a full program. I am sure that our time will be well spent.,Wang: You will note that we have scheduled our first business meeting for tomorrow morning at nine oclock in our office. And there will be a welcoming banquet for you at 7 p.m. Its 5 p.m. now, you must be very tired, let me

28、 help you check in the hotel so that you have a short time to rest. Smith: Thank you, thats very kind of you.,(3)Hotel Check-in,Receptionist: Good afternoon, sir. May I help you? Wang: I have reserved one room for my guest, Mr. Smith for two days beginning today. Clerk: Yes, Mr. Wang. Your room is r

29、eady. How would you like to settle your account? Wang: The account should be charged to my credit card/ on cash.,Wang: (stopping in front of the room) I hope that you will find your room comfortable. After you have a short rest, I will call you to have a dinner. Smith: OK. That will be fine.,(4)A we

30、lcoming banquet,Wang: Mr. Smith, Dinner is ready, lets go to the dining hall The lobster and the prime rib are both excellent this evening. Smith: Thank you. The sour and sweet chicken chip is very delicious. The duck in orange sauce looks tempting. Ive always wanted to try this dish. It tastes nice

31、.,Wang: Mr Smith, I believe youll be giving a speech at this banquet after Mr Zhangs remarks. Were all very interested in the work youve been doing. Smith: OK. Its my pleasure.,Zhang: (holding his glass to the guest) I would like to propose a toast (为 . 祝酒) to our honored guest, Mr. Smith, who is fr

32、om America. On behalf of my company and colleagues. We wish that our discussions would mark the beginning of long friendly relationship between us. Smith: (holding his wine glass) Ladies and gentlemen:,Thank you for your gracious and warm reception. Our talks, I believe, will be useful, important an

33、d constructive. And cooperation between your institute and our company will be good. If my visit can help to advance our friendship between us, it will be a source of great satisfaction to me, and I believe a benefit to all of us.,Now, I propose a toast for the continuing prosperity of our two units

34、, for the friendship between us, for the health of all the friends present here together. Cheers! Ganbei! Participants: For a long friendshipcheers!,Seeing the Client Off,Wang: Please allow me to escort esk:t护送 you to the entrance. Smith: Thank you. I have really enjoyed my visit. Im glad I could me

35、et you all. You were very kind and helpful for me. Wang: Im sure all the staff was very glad to see you, too. Smith: I hope you can visit our company some day.,Wang: Perhaps in the spring of next year. Were planning to send a delegation代表团 to Los Angeles to do some market research. Smith: Do let me

36、know when you are there. I hope to be able to reciprocate the warm hospitality accorded me during my stay here.,Wang: Its very kind of you. By the way, Mr. Li would like to present you with this small memento mimentu纪念品and brochure to remember your visit. Smith: Thanks a lot. Goodbye. Wang: Wish you

37、 have a good trip, goodbye.,Visiting and Receiving (Reception Etiquette),I. Office Visiting and Receiving,1. Visiting,1) Preparation,Make an appointment and be punctual Look up your destination on a map before departing Dont bring any food or drinks with you to someones office.,2) The Visiting,Be po

38、lite to everyone at the office. Sit only when invited to do so. Dont touch the things in others office without being asked. Dont try to read any document, letter or card unless given to you. Even if you are 5 minutes late, apologize sincerely. If the host must take a phone call while you are there,

39、ask if he would like privacy for the call. (e.g. Should I go outside?),If You are Kept Waiting,Dont make demands of the secretary or receptionist.,3) Leaving,Whether you have accomplished your mission or not, thank your host for having receiving you, shake hands and leave promptly when it is time to

40、 leave.,4) follow-up,a thank-you letter for reception and suggestion another follow-up letter to continue the discussion over the things you are planning or have discussed.,2. Receiving,1) Preparation,Provide clear direction. be on time for your appointment. Make sure your documents are ready. Clear

41、 comfortable space for your visitors to sit, as well as some writing space on the desk. Be ready with sufficient chairs already in place for group visitors. Make your time limitation clear up front.,2) hosting,Always stand up to greet and shake hands with visitors. Terminate your telephone conversat

42、ion immediately when your appointment arrives. Allow your office visitors to be seated before you are. Offer your visitors something to drink. (e.g. water, or coffee) Accept only emergency phone calls and concentrate on the visitor. Escort your visitors out instead of letting them wander.,If You hav

43、e to Keep your Visitor Waiting,A person with an appointment needs special treatment if kept waiting at your office. Its acceptable to give your visitor the suggestion of another appointment. Hope you are going to meet your obligation to him soon. Dont make a visitor feel to be forgotten or ignored.

44、Apologize again when you finally are able to receive your visitor.,3) Seeing the Visitors Off,It is good manner to open the door and go out after the visitor when bidding farewell in your office. Then, Usually, escort the visitor to a point of exit from the company.,3. The receptionist,Behavior Guid

45、e for the Receptionist,Dress conservatively Wear make-up properly (if a lady) and have hairstyle neatly and conservatively done Wear little jewelry, and it should be noiseless and unobtrusive Not to eat, chew gum, smoke, or drink at the receptionist desk keep hands and fingernails presentable keep t

46、he desk neat, with everything in its proper place,Smile when greeting each visitor, try to show gladness to see each other and use the telephone to announce the visitor in cheerful voice Transmit orders and directions to the visitor in a very clear manner Never continue a conversation when a visitor

47、 approaches the desk unless it is an important one; when on the telephone, not turn back to the visitor Call to see what is happening and then report to the visitor if a visitor is kept waiting longer than usual Treat executives, visitors and employees with equal courtesy as they enter or leave,Call

48、 everyone by his last name Fastidiously keep the company directory up to date, with accurate names, numbers and locations of all personnel Know senior management, their titles, what they do, and how they fit into the hierarchy,II. Business trip and Receiving Visitors from Another Country,1. Business

49、 Trip,1) Preparation,List a checklist of activities. Search some information about the country. Make air tickets and hotel room booking. Make confirmation with the company about all the activities you are going to participate by e-mail or fax. (So preparation for outsets: business suits, evening dre

50、ss or casual wear for different occasions.),2) Visiting,The basic rule is to follow the plan and respect the arrangement of the host. To remain professional. Be thoughtful and sincere.,3) departure,4) Follow up,Finding Problems and Giving Suggestions,Xiao Wangs Business Trip Xiao Wang has just graduated and worked in an international company. His first business trip was to America with Director Li. On the day of leaving, Xiao Wang, in a very formal suit, dragging a huge luggage, arrived at the airport 15 minutes earlier than the departure time. Director Li had been waiting for hi