点击职业英语 文秘英语Unit4教参 1稿.docVIP

PAGE PAGE 9 Unit 4 Reception 第4单元 接待 1. Getting Started 课前活动 【练习参考答案】 Activity 1 Work in pairs. Discuss the following questions with your partner. Answer Key: There are different tasks and procedures involved in receiving customers with an appointment and without an appointment. If a customer visits, ask politely if he has an appointment with your boss. If so, welcome him warmly, take him to the waiting room and offer him something to drink. Then announce his coming and arrange the meeting. If there is no appointment, offer him a seat, inquire as to the purpose of his coming then consult your boss if he would like to spare some time for the meeting. a. Always wear a smile. b. Extend your hand first and give a firm handshake. c. Greet all customers clearly. d. Project a professional image. e. Make eye contacts during the conversation. f. Speak in a tender and polite way. g. Work on your conversational strategy. 3. Yes, because a secretary also serves as a receptionist, who controls a customer’s first impressions of the company. How a customer is received is of paramount importance for creating a professional image for your organization. Therefore, it is necessary for every secretary to master reception skills. Activity 2 Match A with B. Answer Key: 1-a 2-f 3-h 4-a 5-b 6-j 7-I 8-e 9-d 10-c Activity 3 Listen to the short passage and fill in the blanks with what you hear. Answer Key: 1.interpersonal 2. occasion 3. hosting 4.hospitality 5.rewarding Script: In order to make a good impression on customers, a good interpersonal relationship is essential to either personal or corporate success when preparing for a reception. Firstly, it is a great help to practice basic social etiquette when you meet a guest for the first time. Secondly, it is best to dress in black or blue on a formal occasion. Moreover, you should show awareness of and respect for all guests and their customs. Finally you should know some basic diplomacy hosting