【精品】文秘专业英语——客人接待礼仪英语精讲.ppt

文秘专业英语,Making a Reception,Unit 5,Study Objectives,掌握秘书接待客人时常用英语口语表达 掌握秘书正确接待来访者的基本要领了解秘书接待客人时的礼仪 掌握英文邀请函及回复函的写法,Tips for Receiving Guests,Wear clothes that suit you,and fit in with the industry you are in.When greeting a client,stand up.Dont sit and look up at the client.Be approachable.When greeting customers,always smile and be friendly.Ask them if they would mind waiting a few minutes,while you get hold of the right person to assist with the matter.If necessary,offer them a beverage while they wait.,In most organizations,visitors will spend some time in the reception area before being met by the executive.As one of secretarys jobs,which is very important for you to receive people properly,make them feel comfortable and deal with them professionally.,Contents,Dialogues,Its 9:10 in the morning.Susan has already arrived at the office and got down to work.While she is sorting out Mr.Stevensons dairy,there comes a guest.She stands up and receives the guest.,S:Susan Brown G:Mr.Gin WhiteS:Good morning,sir.How may I help you/.G:Good morning.I have an appointment with Mr.Henry Stevenson at 9:30.S:(Look at the appointment book and check.)Excuse me,sir,but are you Mr.White of Q&Q Company/.G:Yes.Thats right.,Part 1,Part 2,Part 3,Part 4,Part 5,Dialogues,S:Oh,Im sorry,Mr.White.Mr.Stevenson is just on his way to the office.He has just called me and asked you to wait a moment.Would you like to take a seat over the couch and wait for him?G:Well,Ill wait.S:Would you like something to drink,Mr.White,tea or coffee?G:Yes.A cup of coffee would be lovely S:OK.How would you like to take it?G:,please.,Part 1,Part 2,Part 3,Part 4,Part 5,White with one sugar1,1.牛奶加一块糖,Dialogues,S:Here you are,Mr.White.These are the brochures and catalogues of our latest products.You can take a look at them while waiting here.And G:Thank you very much.Thats very nice of you.(One minute has passed.Mr.White suddenly thinks of something to handle.He walks to Susans desk and asks her.)G:Uh,excuse me,but I wonder if I could use the phone?,Part 1,Part 2,Part 3,Part 4,Part 5,if theres anything else youd like,please dont hesitate to tell me2.,2.如果您有其他需要,请不要客气地告诉我,Dialogues,S:Yes,of course.And anything else?If you need to send an email or anything.G:No,its just fine.I just need the phone.S:Well,here you are.G:Thanks.S:Youre welcome.If you need anything else,please ask me.G:Yes,just one question.I wonder how far it is to the Garden Hotel.,Part 1,Part 2,Part 3,Part 4,Part 5,Dialogues,S:Its about 15 miles from here,er,twenty minutes by taxi.Shall I book you one?G:Yes,Can we say 10:45?I guess the meeting with John shall have been finished by that time.S:Right.Ill do that.,Part 1,Part 2,Part 3,Part 4,Part 5,I really appreciate your assistance.,3.我真的很感谢你的帮助,Dialogues,S:Susan Brown G:Tristan BrimsonS:Good afternoon,Sir.Is there anything I can do for you?T:Yes.Id like to see Mr.Henry Stevenson,please.S:Do you have an appointment,Sir?T:No,I dont.But it wont be long.Ill just take minutes of his time.S:May I have your name,please?,Part 1,Part 2,Part 3,Part 4,Part 5,In the afternoon,another guest who doesnt comes in to see Mr.Henry Stevenson.,make any appointment1,1.预约,a couple of2,2.两个,几个,Dialogues,T:My name is Tristan Brimson.S:I am sorry,Mr.Brimson.and he is not able to see you at the moment.May I ask what you wish to see him about?G:But Id prefer to explain the matter to him myself.S:Im sorry,Mr.Brimson.T:All right.I am from Jims Technology Company.Id like to see Mr.Stevenson about a new product our company has developed.,Part 1,Part 2,Part 3,Part 4,Part 5,Mr.Stevenson has been held up at a previous meeting3,3.斯蒂芬森先生正在开会,Im told to get the information from every visitor4.,4.上司要求我知道每位访客来访目的,Dialogues,S:Well,what is the product about,Mr.Brimson?T:Its actually software,in accounting.S:Just a second,please.Ill see if Mr.Stevenson is interested in your product.T:Thank you.(Susan dials Mr.Stevensons extension number.)S:Mr.Stevenson,Mr.Tristan Brimson who sells accounting software wants to see you.Shall I show him in?(Susan listens to Mr.Hankins and nods)Ok,Ill let him know.,Part 1,Part 2,Part 3,Part 4,Part 5,Dialogues,S:She returns to Tristan Brimson,Mr.Brimson,Im afraid that Mr.Stevenson is unable to see you now.Could you just leave a copy of the product brochure and write down your contact information here.If Mr.Stevenson is interested in your product,well contact you.T:All right.Here is the product information.Thank you.S:You are welcome.Good-bye.T:Good-bye.,Part 1,Part 2,Part 3,Part 4,Part 5,Dialogues,Part 1,Part 2,Part 3,Part 4,Part 5,Dialogues,appointment book 预约簿be available 有空的be fully engaged 日程安满,没有空闲be occupied 没空,在忙business card 名片cancel the appointment 取消约会fill in/fill out填(表格)lounge 休息厅,occupied 忙碌的on behalf of 代表registration form 登记表represent 代表reschedule the meeting 重新安排会面时间Someone is expecting.某人在等着spare sb.a few minutes给某人抽出点时间toilet,lavatory,washroom 卫生间,Part 1,Part 2,Part 3,Part 4,Part 5,Useful Expressions,请问您见他有何贵干?,1.May I know your purpose of this visit?,请问您找他有何贵事?,2.Can I know what you wish to see him about?,Part 1,Part 2,Part 3,Part 4,Part 5,如果你需要我帮什么忙,请别客气告诉我,3.If there is anything I can do for you,please dont hesitate to ask.,恐怕汉金斯先生不在办公室,4.I am afraid that Mr.Hankins is not at his desk.,Useful Expressions,Part 1,Part 2,Part 3,Part 4,Part 5,现在正在打电话,5.is tied up on a call at the moment.,正在开会,6.has been held up at a previous meeting.,还在开一个重要的会议,7.is in the middle of an important meeting.,汉金斯先生现在很忙,8.Mr.Hankins is occupied at the moment.,Useful Expressions,很抱歉,陈先生刚出去办急事了,十分钟后就会回来,9.Im sorry,but Mr.Chen has just stepped out on urgent business.Hell be back in 10 minutes.,Part 1,Part 2,Part 3,Part 4,Part 5,胡先生现在正忙,过10分钟后就有空了您不介意等一下吧?,10.Mr.Hu is busy at the moment,but hell be free within 10 minutes.Would you mind waiting for a while?,Useful Expressions,我跟汉金斯先生约好在10点见面的,1.I have an appointment with Mr.Hankins for 10:00.,我是来这儿与汉金斯先生约好9点30分见面的,2.I am here for my 9:30 appointment with Mr.Hankins.,我是菲利蒲电子公司的特里斯坦布莱克,3.I am Tristan Blake,and I represent Philip Electronics.,Part 1,Part 2,Part 3,Part 4,Part 5,早上好,我是GZ公司的营销经理李杰生,4.Good morning.I am Jackson Lee,Marketing Manager of GZ Company.,没关系我在这儿等一下就是了,5.Doesnt matter.Ill be waiting here.,Useful Expressions,我想和他谈一下产品采购的前景问题,6.I wish to discuss with him about the prospect of product purchase.,Part 1,Part 2,Part 3,Part 4,Part 5,我想与汉金斯先生见面,是关于我们的新订单,7.Id like to see Mr.Hankins about the new order with us.,请告诉他我把他要求带的材料带来了,8.Please tell him I brought the documents he requested.,那么我改天再来吧请告诉她我来过,9.Well,Ill come again another time.Please let her know I dropped by.,我刚好经过这儿,想顺道跟她打个招呼,10.Im in the area and thought Id just drop by to say hello.,Sample Writing,Writing and delivering invitations to customers,potential customers,or colleagues to attend your important business-related occasions requires special attention.A professional,attractive,and effective invitation will bring more guests.You should extend the invitation,naming the event,the date,time and place.If the event has a special purpose,such as honouring someone or celebrating an anniversary,state this.You should ask for a response by a specific date so that you can have a better preparation for the event.Be sure to include,the phone number to reply,precede these facts with“RSVP”(French abbreviation for“please reply”).,Part 1,Part 2,Part 3,Part 4,Part 5,Sample Writing,在你写或发出邀请信给你的客人潜在客人或同事去出席一些业务有关的场合,你必须要认真对待因为一封专业吸引人且高效的邀请函将会给你带来更多的客人 你应该把邀请函的详细内容写出,写上邀请的事由日期时间和地点 如果这次邀请的事件有特殊的目的,如向某人致敬或庆祝周年庆典,一定要在信 中说清楚 你应当叫对方在特定时间内给你一个答复,这样你就可以更好地去准备活动 确保信里包含这些信息:回复时用的电话号码;写上RSVP(法语缩写:请回信),Part 1,Part 2,Part 3,Part 4,Part 5,Sample Writing,Sample,Part 1,Part 2,Part 3,Part 4,Part 5,Dear Professor Brown,On behalf of the Ohio State University and the IEEE Computer Society,I would be very pleased to invite you to attend and chair a session of the forthcoming 2004 International Conference on Parallel Data Processing to be held in Bellaire,Michigan,from October 25 to October 28,2004.You are an internationally acclaimed scholar and educator.Your participation will be among the highlights of the Conference.,Sample Writing,Sample,Part 1,Part 2,Part 3,Part 4,Part 5,We sincerely hope that you could accept our invitation.As you know,this is the 10th anniversary of the Conference and we plan to make it a truly international meeting.We have accepted many papers from several foreign countries,including two from China.If you can come,please let us know as soon as possible,since we have to prepare the final program soon.We are looking forward to your acceptance.Sincerely yoursPeter WhitePeter White,Sample Writing,After receiving an invitation,you must make a response to it as soon as possible.You may choose to accept it or decline it,but it would be very impolite to ignore an invitation.If you decide to accept an invitation,you must write a letter to show your interest.It is necessary to acknowledge the receipt of the letter at the very beginning.In the end of the letter tell the sender how you are looking forward to the event and meeting him/her.In case you cannot accept an invitation for some reason,you should still write a response letter to show your regret.The tone of the response letter should be polite and sincere.,Part 1,Part 2,Part 3,Part 4,Part 5,Sample Writing,在收到邀请信后,你必须尽快给予对方回复你可以选择接受或拒绝,但若对别人的邀请不予理会则是非常不礼貌的做法 如果你决定接受邀请,必须要写一封信表示你对这事感兴趣而且你需要在信的 开头感谢对方的邀请 信的结尾处最后表示期待赴会和与对方见面的心情 万一你因某些原因不能出席,还是必须写信告知对方,表示你有多难过 回信的语气必须礼貌和诚恳,Part 1,Part 2,Part 3,Part 4,Part 5,Sample Writing,Sample,Part 1,Part 2,Part 3,Part 4,Part 5,Dear Professor White Many thanks for your letter dated 15th August,inviting me to attend and chair a session of the forthcoming 2004 International Conference on Parallel Data Processing to be held in Bellaire,Michigan,from October 25 to 28,2004.Much to my regret,I shall not be able to honour the invitation because I have been suffering from a disease since this summer.I am firmly advised that it would be unwise to undertake any distant and long travel in the near future.I feel very sad to miss the opportunity of meeting you and many others in the field of Computer Science.I wish the conference a complete success.Faithfully yours Wilson BrownWilson Brown,Exercises,Listen to the following passage carefully and fill in the blanks according to what you hear.,Receiving visitors and guests is one of a secretarys daily 1 in the office.Since a secretary 2 the whole company,they should try to make a good 3 on visitors when greeting them.Therefore,you should always 4 to greet a visitor.In addition,a secretary should have 5 the structure of the organization and its staff.,Part 1,Part 2,Part 3,Part 4,Part 5,impression,_,routines,_,represents,_,a good knowledge of,_,rise,_,Exercises,Part 1,Part 2,Part 3,Part 4,Part 5,When talking with a visitor,a secretary should 6 and listen to the visitor carefully.Ask visitors whom their 7 is with.If the visitor has an appointment,a secretary needs to 8 the appointment book first.If the visitor does not have an appointment,9 the reason for his visit and the person he wants to see.After youve notified 10 that their visitor has arrived,let the visitor know youve done that i.e,“Mr.Fox will be with you 11.”,Listen to the following passage carefully and fill in the blanks according to what you hear.,pay attention,_,appointment,_,find out,_,check,_,a colleague,_,shortly,_,Exercises,You are a secretary in the DBB Company,and a stranger who wants to sell office equipment comes into the office.He doesnt have an appointment with your boss.Make a conversation with your partner according to this situation.,Part 1,Part 2,Part 3,Part 4,Part 5,Exercises,3.Interpret the following Chinese expressions and complete the dialogue.,A:Good morning,sir.1(请问有什么可以帮您)?B:Yes,2(我想见Josh先生).A:Do you have an appointment with Mr.Josh.B:No,I dont.My name is Bill Smith,and I am from Nelson Corporation.3(但我只要见他几分钟就好了).A:Im sorry,Mr.Wang,Mr.Williams is busy at the moment.4(请问您找他有什么事)?,Part 1,Part 2,Part 3,Part 4,Part 5,Id like to see Mr.Josh,_,What can I do for you,_,Can I ask what you wish to see him about,_,But Ill take just a few minutes of his time,_,Exercises,3.Interpret the following Chinese expressions and complete the dialogue.,B:5(我想亲自向他说明).A:I am sorry.But I have to get the information of every visitor.Thats the rule of our company.B:All right.6(我来的目的是想给Josh先生介绍我们公司的最新电子产品).A:Maybe you could leave the catalogue here.Ill pass it to Mr.Josh.If hes interested,well contact you shortly.B:OK.Here you are.Thanks.,Part 1,Part 2,Part 3,Part 4,Part 5,Id prefer to explain the matter to him myself,_,I am coming here to introduce our latest electronic product to Mr.Josh,_,Exercises,4.Practical Writing.,Task 1:Shanghai Giant Electronics(SGE)Co.,Ltd is interested in the Microtrace line of products of MacCemn Inc.SGE wants to invite Mr.Phyllis Moore,an engineer of MacCemn,to discuss the possibility of such setup from February 10,2000 to February 14,2000.Please write an invitation for SGE.,Part 1,Part 2,Part 3,Part 4,Part 5,Task 2:Suppose you are Mr.Phyllis Moore in Task 1.Write a reply letter to(SGE)indicating that you are unable to attend the meeting and suggesting reschedule the meeting.,Exercises,5.Reading Activity.,As the person seated behind the front desk of your office,you are in control of visitors first impressions of the company.It is of paramount importance for creating right image of an organization.Heres how to ensure that those first impressions are positive ones 1.Project professionalism.Remember that youre one of the companys most important assets.As receptionist,youre a gatekeeper,but youre also charged with giving visitors their first taste of the office culture.By projecting a professional,you imply that guests experience with the business as a whole will follow suit.,Part 1,Part 2,Part 3,Part 4,Part 5,Tips on Being a Successful Receptionist,Exercises,5.Reading Activity.,2.Greet all visitors loud and clear.While it seems self-evident,plenty of front-desk workers mumble their salutations.Saying“Good morning”or“Good afternoon”in a steady,audible tone imparts an air of capability sure to be appreciated by all office visitors.3.Ask visitors whom their appointment is with.Assuming a guest is there to see the wrong person suggests inefficiency,something no one in your business wants that person to feel going into a professional exchange with your company.,Part 1,Part 2,Part 3,Part 4,Part 5,Tips on Being a Successful Receptionist,Exercises,5.Reading Activity.,4.Ask for the visitors name and note the pronunciation.This way,when you alert a member of your office that their visitor is on site,youll also guarantee they know how to address the visitor,in case he or she has a name with a unique pronunciation.5.Keep the visitor informed.After youve notified a colleague that their visitor has arrived,let the visitor know youve done that i.e.,“Mr.Fox will be with you shortly.”,Part 1,Part 2,Part 3,Part 4,Part 5,Tips on Being a Successful Receptionist,Exercises,5.Reading Activity.,6.Offer