2. 文秘专业英语 Making a Reception Unit 5

3. 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

4. Tips for Receiving Guests  Wear clothes that suit you, and fit in with the industry you are in.  When greeting a client, stand up. Don’t 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 secretary’s jobs, which is very important for you to receive people properly, make them feel comfortable and deal with them professionally.

5. Contents Part One Dialogues Part One Dialogues Part TwoUseful Expressions Part TwoUseful Expressions Part ThreeSimple Writing Part ThreeSimple Writing Part FourExercises Part FourExercises Part FiveSocial Etiquette Part FiveSocial Etiquette

6. Dialogues It’s 9:10 in the morning. Susan has already arrived at the office and got down to work. While she is sorting out Mr. Stevenson’s dairy, there comes a guest. She stands up and receives the guest. Dialogue One S: Susan Brown G: Mr. Gin White S: 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. That’s right. Part 1Part 2Part 3Part 4Part 5

7. Dialogues Dialogue One S: Oh, I’m 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, I’ll 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 1Part 2Part 3Part 4Part 5 White with one sugar 1 1. 牛奶加一块糖

8. Dialogues Dialogue One 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. That’s very nice of you. (One minute has passed. Mr. White suddenly thinks of something to handle. He walks to Susan’s desk and asks her...)  G: Uh, excuse me, but I wonder if I could use the phone? Part 1Part 2Part 3Part 4Part 5 if there’s anything else you’d like, please don’t hesitate to tell me 2. 2. 如果您有其他需要, 请不要客气地告诉我｡

9. Dialogues Dialogue One S: Yes, of course. And anything else? If you need to send an email or anything... G: No, it’s just fine. I just need the phone. S: Well, here you are. G: Thanks. S: You’re 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 1Part 2Part 3Part 4Part 5

10. Dialogues Dialogue One S: It’s 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. I’ll do that. Part 1Part 2Part 3Part 4Part 5 I really appreciate your assistance. 3. 我真的很感谢你的帮助｡

11. Dialogues Dialogue Two S: Susan Brown G: Tristan Brimson S: Good afternoon, Sir. Is there anything I can do for you? T: Yes. I’d like to see Mr. Henry Stevenson, please. S: Do you have an appointment, Sir? T: No, I don’t. But it won’t be long. I’ll just take minutes of his time. S: May I have your name, please? Part 1Part 2Part 3Part 4Part 5 In the afternoon, another guest who doesn’t comes in to see Mr. Henry Stevenson. make any appointment 1 1. 预约 a couple of 2 2. 两个, 几个

12. Dialogues Dialogue Two 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 I’d prefer to explain the matter to him myself. S: I’m sorry, Mr. Brimson. T: All right. I am from Jim’s Technology Company. I’d like to see Mr. Stevenson about a new product our company has developed. Part 1Part 2Part 3Part 4Part 5 Mr. Stevenson has been held up at a previous meeting 3 3. 斯蒂芬森先生正在开会｡ I’m told to get the information from every visitor 4. 4. 上司要求我知道每位访客来访目的｡

13. Dialogues Dialogue Two S: Well, what is the product about, Mr. Brimson? T: It’s actually software, in accounting. S: Just a second, please. I’ll see if Mr. Stevenson is interested in your product. T: Thank you. (Susan dials Mr. Stevenson’s 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, I’ll let him know. Part 1Part 2Part 3Part 4Part 5

14. Dialogues Dialogue Two S: She returns to Tristan Brimson, Mr. Brimson, I’m 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, we’ll contact you. T: All right. Here is the product information. Thank you. S: You are welcome. Good-bye. T: Good-bye. Part 1Part 2Part 3Part 4Part 5

15. Dialogues New Words accounting  [ 5kaJntIN ]  n. 会计, 会计学 appointment  [ 5pIntm[nt ]  n. 约会, 指定 appreciate  [ 5pri:FieIt ]  v. 感激, 感谢 assistance  [ 5sIst[ns ]  n. 帮助, 援助 brochure  [ 5br[JF ]  n. 小册子 catalogue  [ 5kAt[l^] n. 商品, 产品目录 contact  [ 5kntAkt ]  v. 接触, 联系 couch  [ kaJtF ]  n. 长沙发 extension  [ Ik5stenFn ]  n. 电话分机 hesitate  [ 5hezIteIt ]  v. 犹豫, 踌躇 nod  [ nd ]  v. 点头 Part 1Part 2Part 3Part 4Part 5

16. Dialogues Word Bank 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 1Part 2Part 3Part 4Part 5

17. 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 1Part 2Part 3Part 4Part 5 For a Secretary 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 don’t 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.

18. Useful Expressions Part 1Part 2Part 3Part 4Part 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. For a Secretary

19. Useful Expressions 很抱歉, 陈先生刚出去办急事了, 十分钟后就会回来｡ 9. I’m sorry, but Mr. Chen has just stepped out on urgent business. He’ll be back in 10 minutes. Part 1Part 2Part 3Part 4Part 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 he’ll be free within 10 minutes. Would you mind waiting for a while? For a Secretary ? ? ?

20. Useful Expressions For a Visitor 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 1Part 2Part 3Part 4Part 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. Doesn’t matter. I’ll be waiting here.

21. 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 1Part 2Part 3Part 4Part 5 我想与汉金斯先生见面, 是关于我们的新订单｡ 7. I’d like to see Mr. Hankins about the new order with us. For a Visitor 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, I’ll 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. I’m in the area and thought I’d just drop by to say hello.

22. Sample Writing Section 1: A Letter of Invitation 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 1Part 2Part 3Part 4Part 5

23. Sample Writing Section 1: A Letter of Invitation 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 1Part 2Part 3Part 4Part 5

24. Sample Writing Sample Part 1Part 2Part 3Part 4Part 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.

25. Sample Writing Sample Part 1Part 2Part 3Part 4Part 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 yours  Peter White

26. 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 1Part 2Part 3Part 4Part 5 Section 2: A Reply to an Invitation

27. 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 1Part 2Part 3Part 4Part 5 Section 2: Advertisement of a Product

28. Sample Writing Sample Part 1Part 2Part 3Part 4Part 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 Brown

29. Exercises Listen to the following passage carefully and fill in the blanks according to what you hear. 1. Listening. Receiving visitors and guests is one of a secretary’s 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 1Part 2Part 3Part 4Part 5 impression ____________ routines _________ represents ____________ a good knowledge of ____________________ rise _________

30. Exercises 1. Listening. Part 1Part 2Part 3Part 4Part 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 you’ve notified 10 that their visitor has arrived, let the visitor know you’ve 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 _________

31. Exercises 2. Role play. You are a secretary in the DBB Company, and a stranger who wants to sell office equipment comes into the office. He doesn’t have an appointment with your boss. Make a conversation with your partner according to this situation. Part 1Part 2Part 3Part 4Part 5

32. 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 don’t. 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: I’m sorry, Mr. Wang, Mr. Williams is busy at the moment. 4 ( 请问您找他有什么事 )? Part 1Part 2Part 3Part 4Part 5 I’d like to see Mr. Josh ______________________ What can I do for you _____________________ Can I ask what you wish to see him about ___________________________________ But I’ll take just a few minutes of his time ____________________________________

33. 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. That’s 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. I’ll pass it to Mr. Josh. If he’s interested, we’ll contact you shortly. B: OK. Here you are. Thanks. Part 1Part 2Part 3Part 4Part 5 I’d prefer to explain the matter to him myself ______________________________________ I am coming here to introduce our latest electronic product to Mr.Josh ________________________________________________________

34. 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 1Part 2Part 3Part 4Part 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.

35. 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. Here’s how to ensure that those first impressions are positive ones 1. Project professionalism. Remember that you’re one of the company’s most important assets. As receptionist, you’re a gatekeeper, but you’re 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 1Part 2Part 3Part 4Part 5 Tips on Being a Successful Receptionist

36. 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 1Part 2Part 3Part 4Part 5 Tips on Being a Successful Receptionist

37. Exercises 5. Reading Activity. 4. Ask for the visitor’s name and note the pronunciation. This way, when you alert a member of your office that their visitor is on site, you’ll 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 you’ve notified a colleague that their visitor has arrived, let the visitor know you’ve done that — i.e., “Mr. Fox will be with you shortly.” Part 1Part 2Part 3Part 4Part 5 Tips on Being a Successful Receptionist

38. Exercises 5. Reading Activity. 6. Offer refreshments. If your colleague tells you they are tied up on a call or stuck in a meeting and might be delayed in greeting their visitor, offer the guest any refreshment that you might have on hand. Simple acts of hospitality, such as offering a glass of water or a cup of tea, can be a simple gesture that serves to mitigate any frustration a waiting visitor might have. 7. Know the lay of the land. As the person sitting behind the front desk, you’ll be the one who’s asked where the restroom is, where supplies are located, and other basic questions regarding the office. Be sure you’re able to easily give directions to the basic parts of the office, lavatory, drinking fountain, copy and fax machines, supply closet. Part 1Part 2Part 3Part 4Part 5 Tips on Being a Successful Receptionist

39. Exercises 5. Reading Activity. 1. The role of a receptionist is very important for of a company. 2. Although plenty of receptionists are clear about the right way of greeting visitors, they still. 3. Asking the name of a visitor can avoid some embarrassing situations in case he or she has a name. Please fill in the blanks according to what you have learnt from the passages. Part 1Part 2Part 3Part 4Part 5 mumble their salutations _______________________ creating right image ___________________ with a unique pronunciation _________________________

40. Exercises 5. Reading Activity. 4. If your boss is held up at a meeting, you should the guest that you might have. 5. As a receptionist, you should know and be able to of the office. Please fill in the blanks according to what you have learnt from the passages. Part 1Part 2Part 3Part 4Part 5 offer __________ any refreshment _______________ on hand ___________ the lay of the land __________________ easily give directions to the basic parts _________________________________

41. Social Etiquette When you are in an inside office, right outside your manager’s, you are told that there is a guest waiting in the reception area to see your manager. What should you do? Stay where you are and wait for the guest coming inside? No. You may need to go out to the lobby to greet the guest. Make sure your posture  facial expressions and body movement are confident and reveal only what will be helpful to you professionally. Etiquette of Reception at Office Part 1Part 2Part 3Part 4Part 5

42. Social Etiquette When you meet the guest, introduce yourself right away, “Good morning  I’m Amanda Cole.” If you are the host’s secretary, add that bit of information “Good morning, I’m Amanda Cole, Mr. Josh’s secretary.” If the guest is someone you don’t know, ask for the business card. It will come handy later, for instructions and for your files. Give the card to your manager as you introduce the visitor, or simply put it on the manager’s desk where he/she can see it. When you show the guest the way to your manager’s office, say something like, “Mr. Josh is expecting you. Please come with me.” Avoid such abrupt commands as “Follow me” or “Walk this way”. Part 1Part 2Part 3Part 4Part 5 Etiquette of Reception at Office

43. Social Etiquette Group Disccussion As a secretary, there are times that some visitors come to meet your boss without any appointment. Can you illustrate different kinds of such situations? How do you properly deal with these visitors respectively? Part 1Part 2Part 3Part 4Part 5

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