星级酒店培训之05礼貌英语.ppt

礼 貌英语 礼 貌英语 courteous English礼貌英语 Briefing No.3is about courteous and discourteous English words and expressions 介绍三是关于礼貌和不礼貌英语的表达。 Why this is important 为什么很重要： service is a combination of courtesy and efficiency .Courtesy means courteous actions combined with courteous language. 服务是礼貌和效率的统一，礼貌是指礼貌行为+礼貌语言。 A large number lf our guests speak English and expect us to speak English too. Because English is not our mother tongue, we easily make mistake and our mistakes can make us seem discourteous. 许多客人都讲英语，他们也正期望我们讲英语，而英语不是我们的母语，因此更易出错而产生不礼貌。 Why this is important 为什么很重要： Mandarin is a very different language from English .most lf us think in Mandarin even when we speak in English .sometimes guests think we are being rude ,when actually we are just speaking normally. 普通话与英语是不同的语言，许多人以普通方式讲英语，因此有时会被客人认为是不礼貌的。 These Briefings will cover English words and expressions that are guaranteed 100% courteous. This Briefing is a short summary lf courteous and discourteous English. 这节概括礼貌英语及其表达，保证100%的礼貌，又是礼貌英语和不礼貌英语的小结。 Key Points要点 This Briefing is a quick summary of courteous English expressions. This is not an English lesson ,and we do not expect staff to remember all the points covered here. Different staff will remember different points. 这节是礼貌英语表达的小结，而不是一节英语课，因此不希望员工记住所有概括。 - The way to do the Briefing id to cover many points quickly and to point out some words and expressions which are discourteous., 这节课很快概括了许多语言点，并指出不礼貌的表达。 - the way to do the Briefing is to elicit, point by point ,by asking questions. 这节是一点一点以问题的方式引出。 Key Points要点 e.g.” what do you say when the guest calls you overt to his table ,and you don’t know that he wants?”(Answer:” May I help you ,sir?”) 例如：当客人叫你收拾桌子，而你不懂他的意思你将说什么？（回答：你需要帮助吗？） Get staff to volunteer answer ,or pick individuals to give an answer .Explain what is the correct answer .Get everyone to repeat it 3 or 4 times. 让员工自愿回答，或单个回答，然后解释正确的答案，让每个重复3-4次。 Key Points要点 Explain the discourteous words and expressions