文秘专业英语 making a reception unit 5 study objectives...

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. 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.

Contents

Part One DialoguesPart One Dialogues

Part Two Useful ExpressionsPart Two Useful Expressions

Part Three Simple WritingPart Three Simple Writing

Part Four ExercisesPart Four Exercises

Part Five Social EtiquettePart Five Social Etiquette

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 1 Part 2 Part 3 Part 4 Part 5

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.


White with one sugar1

1. 牛奶加一块糖

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?


if there’s anything else you’d like, please don’t hesitate to tell me2.

2. 如果您有其他需要 , 请不要客气地告诉我｡

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.


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.


I really appreciate your assistance.

3. 我真的很感谢你的帮助｡

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?


In the afternoon, another guest who doesn’t

comes in to see Mr. Henry Stevenson.

make any appointment1

1. 预约

a couple of2

2. 两个 , 几个

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.


Mr. Stevenson has been held up at a previous meeting3

3. 斯蒂芬森先生正在开会｡

I’m 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

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.


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.


Dialogues

New Words

accounting [] n. 会计 , 会计学appointment [] n. 约会 , 指定appreciate [] v. 感激 , 感谢assistance [] n. 帮助 , 援助brochure [] n. 小册子catalogue [] n. 商品 , 产品目录contact [] v. 接触 , 联系couch [] n. 长沙发extension [] n. 电话分机hesitate [] v. 犹豫 , 踌躇nod [] v. 点头


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


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?


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.

Useful Expressions


…… 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

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.


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

?

??

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.


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.

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.


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.

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”).


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 ) ｡


Sample Writing

Sample


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


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

Peter 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.


Section 2: A Reply to an Invitation

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｡


Section 2: Advertisement of a Product

Sample Writing

Sample


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

Wilson Brown

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.


impression ____________

routines _________

represents ____________

a good knowledge of ____________________

rise_________

Exercises

1. Listening.


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 _________

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.


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 )?


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 ____________________________________

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.


I’d 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.


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. 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.


Tips on Being a Successful Receptionist

Exercises


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.



Exercises


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.”



Exercises


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.



Exercises


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.


mumble their salutations _______________________

creating right image ___________________

with a unique pronunciation _________________________

Exercises


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.


offer __________

any refreshment _______________ on hand___________

the lay of the land __________________

easily give directions to the basic parts _________________________________

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


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”.


Etiquette of Reception at Office

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?


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