文秘英语接待.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,Dealing with Visitors,1,Dialogue,A:Good afternoon,can I help you?,B:Yes,I have an appointment with MR Smith.,A:Are you Mr Johnson?,B:yes,that,s right.,A:I,m afraid Mr Smith is busy at the moment.Would you mind waiting for a while?,2,B:Well,how long will that be?,A:About half an hour.,B:Oh,that,s too long,I have another appointment with one of my clients at 11:30.,A:Can the assistant manager deal with it?,3,B:No,I got in touch with Mr smith myself on the telephone yesterday and discussed the detail with him.I don,t know if anyone else would know about the matter.,A:Perhaps you would like to make an appointment for some other time.,4,B:Yes.But I,ll leave my card just in case he has lost the one I gave him.,A:Thank you Mr Johnson.I,m sorry about this.,B:That,s all right.Thank you.Goodbye.,5,常用表达,询问访客身份：,May I have your name,please?,请问您贵姓？,What company are you from?,您是哪个公司的？,Could you tell me what company you are representing?,能告诉我您代表什么公司吗？,询问是否预约，来访目的,Do you have an appointment?,约好了吗？,Would you give me your business card?,请给我您的名片好吗？,And can I ask what you wish to see him about?,我能问一下您要见他有何事吗？,6,让客人稍候片刻：,I,ll see if he is available.,请让我看看上司是否方便。,Would you please have a seat and wait for a few moments.,请您坐下稍等片刻。,给客人倒茶，礼貌待客：,Would you like coffee or tea?How do you like your coffee?,你要咖啡还是茶？要什么样的咖啡？,(,是否加奶或糖,),带客人去见经理：,Please have a seat,Mr.Jones and Mr.Smith will see you in few minutes.,请坐，琼斯先生和密斯先生几分钟后就到。,Mr.Chen is expecting you.I,ll tell him that you,re here.,陈先生正在等你。我去告诉他你已到。,Would you come this way,please?,请随我这边来。,婉言拒绝客人来访：,Mr.Chen is occupied at the moment and wants to know if your business is urgent.,陈先生正忙着，请问您的事情很紧急吗？,He may want to get in touch with you in the future.Would you leave your card?,他想以后再和你联系。请留下你的名片好吗？,7,练习,Create a dialog with your partner,using the expressions in this unit when necessary.,8,Reading,Receiving visitors and guests is a secretary,s daily routine in the office.As a secretary,you represent your company,and you should try to make a good impression on visitors when you greet them.A secretary should always rise to greet a visitor and be friendly and helpful.A secretary should have a good knowledge of the structure of the organization and its staff.When talking with the visitor,a secretary should pay attention and listen to the visitor carefully.,9,Most importantly,a secretary should find out if the visitor has an appointment or not.If the visitor has an appointment,a secretary needs to check the appointment book first.If the visitor does not have an appointment,find out the reason for his visit and the person he wants to see.Find out immediately if the person the visitor wishes to see is available and whether he will receive the visitor without an appointment.If the person cannot see the visitor without an appointment,suggest another person the visitor may see,or make a further appointment.,10,If the visitor is an important customer,the boss will come down to the reception room to greet the visitor.Sometimes the secretary escorts or accompanies the visitor to the boss,s office.,Using the visitor,s name when he arrives is a friendly gesture and gives the visitor a good impression of the company or organization.When the secretary and the visitor arrive at the boss,s office,the secretary announces the visitor,s name,title and position,and introduces the boss to him if this is their first time meeting.,11,If the visitor wishes to leave a message,write it down immediately and make sure it reaches the right person as soon as possible.If the visitor must wait for the boss,see that he has a comfortable chair and some reading materials.A secretary should not force conversation upon the visitor unless he seems willing to talk while he is waiting.,When a visitor cannot be satisfied,the secretary should apologize and make some suggestion for an alternative meeting.If a meeting is impossible,the secretary should express regret and explain,with care and tact,what has happened,so that the visitor won,t get hurt.,12,Words,routine,rtin,n.,计,程序；日常工作；例行公事,adj.,日常的；例行的,routine work,日常工作；常规作业,daily routine,日常生活；日常工作,service routine,服务程序,His,routine,work,is,to,rub the,coal,through a,sieve.,他的日常工作是用力筛煤。,13,represent,rprznt,vt.,代表；表现；描绘；回忆；再赠送,vi.,代表；提出异议,This mark represents a village.,这个符号表示村庄。,This painting represents the end of the world.,这张画描绘的是世界的末日。,Let me represent my ideas to you in another way.,让我用另一种方式向你说明我的想法。,14,thorough,r;ro,adj.,彻底的；十分的；周密的,In order to,ensure,success,we,must,have,a,complete and,thorough,plan.,为了保证成功，,我们必须要有一个周密的计划。,He,had,made,a,thorough,investigation.,No wonder,he,knew,so much,about it.,他对此事做了彻底的调查，怪不得他了解得那么多。,15,alternative,ltntv,adj.,供选择的；选择性的；交替的,n.,二中择一；供替代的选择,What,other,alternative,do we,have?,我们有其他什么替代方法？,He,said,there is no,alternative,for,him,but,to,maintain,order,under,any,circumstances.,他说，他没有任何选择，在任何情况下他只有去维持秩序。,16,escort,eskrt,n.,陪同；护航舰；护卫队；护送者,vt.,护送；陪同；为,护航,Yes,to,escort,him,into,the,capital.,是的，他们会护送他进首都的。,In fact,I,could,only,go around,with,a,Red Army,escort.,事实上，只有在一名,“,红军,”,的陪同下，我才能到处走走。,17,What should a secretary know about his/her company?,How should a secretary deal with an important visitor?,If a visitor wishes to leave a message,what should a secretary do?,What should a secretary do when a guest is kept waiting?,18,listening,2014,年,6,月英语,6,级听力原题,19,Receiving visitors and guests is an important part of the secretarys daily routine in the office.There is a certain(36)_ for receiving visitors.A secretary should find out whether the visitor has an appointment or not.If the visitor is an important(37)_,the boss or his secretary will come down to the reception room to(38)_ the visitor.Sometimes the secretary or the receptionist escorts or(39)_ the visitor to the bosss office.(40)_ the visitors name when he arrives is a friendly gesture and gives the visitor a good impression of the company or organization.When the secretary and the visitor arrive at the bosss office,the secretary(41)_ the visitors name,title and position,and introduces the boss to him.,20,When a visitor cannot be(42)_,the secretary should apologize and make some suggestion for an(43)_ meeting.If a meeting is impossible,(44)_.,A secretary should keep a record that includes dates,times,names and the organization the visitor works for.A secretary can then turn this for help if there is a request for information.,A secretary should be polite,helpful,well-spoken,always smiling and warm.When a visitor is waiting to see the boss,(45)_,or a brochure about the company to publicize it.(46)_.,21,36.procedure,解析：此处需要一个单数名词，,procedure,“,程序，手续,”,，注意不要受,proceed,的干扰而多写一个,e,。,:,37.customer,解析：此处需要一个单数名词，注意这个单词中的元音字母很容易出错。,38.greet,解析：此处需要动词原形，不要错写成形容词,great,。,39.accompanies,解析：此处需要一个与,escorts,词形和语义一致的动词，,accompanies,“,陪伴,”,，注意双写,c,。,40.Using,解析：,Using,是常见词，不难拼写。,41.announces,解析：此处需要一个第三人称单数动词作谓语，注意双写前面的,n,，不要漏掉,o,。,42.satisfied,解析：根据系动词,be,及前面的,cannot,，此处需要形容词或者过去分词。,43.alternative,解析：此处需要一个元音开头的形容词作,meeting,的定语。,alternative,原义,“,选择性的,”,，此 处,alternative meeting,表达,“,改日、时间再会面,”,之义。,22,44.,标准答案：,the secretary should express regret and explain,with care and tact,what has happened,so that the visitors feelings are not hurt,听音关键：,express regret and explain,，,what has happened,visitors feelings,，,not hurt,答案重构：,the secretary should express regret and explain what has happened carefully and tactfully,in order not to hurt the visitors feelings,画龙点睛：目的状语从句可以用短语或不定式简化。,with+,名词作状语，往往可以用该名词的派生副词代替，当然听写时也可以不改写。,45.,标准答案：,the secretary should invite him to sit in an easy chair and give him a newspaper or magazine to help him relax,听音关键：,invite,，,sit,，,newspaper or magazine,，,relax,答案重构：,the secretary should seat him in an easy chair and give him a newspaper or magazine for him to relax,画龙点睛：上下文都是在讲秘书在某种情况下应该做某事，此句也不例外，注意从句是其中一种情况。,seat,代替,invite him to sit,，简化了原文,46.,标准答案：,And if there is a delay,apologize and offer a cup of coffee or tea and keep him fully informed of the situation,听音关键：,delay,，,apologize,，,offer,，,coffee or tea,，,informed,答案重构：,And if there is a delay,apologize and offer a cup of coffee or tea and fully inform him of the situation,画龙点睛：,inform,可以作动词，用以代替短语,keep sb.informed,。,23,