二零二三年 优质公开课ConnectingwithGuests接触客人.pptx

职业教育国际邮轮乘务管理专业教学资源库《国际邮轮服务实用英语》Connecting with Guests授课老师：刘毓敏 知识点Making a good first impressionSmall talk Lead-in Whatever job you have in the hospitality field, you need to talk to people– a guest, a coworker, a manager or an employee. Sometimes the exchange will be “information based”, such as giving directions to the pool or taking a dinner order. Sometimes it will be “small talk” or other short exchanges, like a simple “Hi”. A friendly connection can make someone’s day. Making connection with the people starts with a good first impression and continues if you can find some sort of common ground. Making a good first impression You will never get a second chance to make a first impression. Will Rogers Making a good first impression Adjust your attitudeStraighten your postureMake eye contactSmileShake handsLean in slightly Small talkPolite conversation especially used in social occasion A way to connect with strangers Centering around “safe topic”Commonly used by people who do not know each other Small talkSomething to remember when initiating small talk ×Someone is reading a book or looking at telephone×Interrupt to discuss something as trivial as weather√ Read the mood of someone √ Keep aware of the other peoples interest level Accepting topicsWeatherDays, weekend, weekSportsThings in commonFilms Topics that can be used if you know someone well Family People (Gossip) Topics to avoid Salary or wageReligion and politics CorruptionHealth and safetyAgeWeightSexual preferenceNever make racist, hateful, or prejudicial jokes 职业教育国际邮轮乘务管理专业教学资源库《国际邮轮服务实用英语》感谢聆听授课老师：刘毓敏课程网站：/whgjyl 请加入收藏夹哦 !