ModuleProjectBusinessReceptionEtiquette接待禮儀

1、商務(wù)禮儀實(shí)務(wù)英語(yǔ)Practice of Business Etiquette in English對(duì)外經(jīng)濟(jì)貿(mào)易大學(xué)出版社全國(guó)高等院?；诠ぷ鬟^(guò)程的校企合作系列教材模塊2 能力培養(yǎng)了解商務(wù)會(huì)面禮儀、接待禮儀、乘坐交通工具的禮儀、座次禮儀、饋贈(zèng)禮儀、溝通禮儀、中西餐用餐禮儀、國(guó)別禮俗。Project 1. Business Reception EtiquetteProject 1. Business Reception EtiquetteTask Three Meet and GreetTask Two Business E-mail and Phone EtiquetteTask One Tra

2、nsportation EtiquetteTask Four Seating EtiquetteTask Five International Gift Giving EtiquetteI. Lead inIn business, the receptionist is the first point of contact, and can make an impression on external stakeholders such as customers and investors. As such, receptionists must abide by an etiquette p

3、rotocol that meets the companys standards. II. Reading: Read the following passages and have a group discussion. Know and embrace why you believe the conflict needs to be resolved. See the good in the conflict. Determine your goal and start with yourself. Humble yourself and seek and give forgivenes

4、s. Deal with the problem, dont ignore it. Try not to nitpick. well-thought out adj. planned in an effective way 周密思考的fair-minded adj. treating everyone equally 公平的，公正的tardy adj. slow or late in happening or arriving 行動(dòng)緩慢的；緩緩移動(dòng)的tardiness n. 行動(dòng)緩慢；遲延disruptive adj. causing trouble and therefore stoppin

5、g something from continuing as usual 破壞的New WordsActivity 1: Discuss the following questions with your partner.1. Which principle has impressed you the most?2. What do you think of the principle “ try not to nitpick”? discord n. the state of not agreeing or sharing opinions 不和stumbling block n. some

6、thing which prevents action or agreement 絆腳石reconciliation n. the process of making two opposite beliefs, ideas or situations agree 和解lackadaisical adj. without interest, vigor, or determination 無(wú)精打采的nitpick v. to find faults in details which are not important 挑刺兒，找茬，挑毛病quirk n. an unusual part of s

7、omeones personality or habit, or something that is strange and unexpected 怪癖Task One Transportation Etiquette 交通禮儀1. 公共交通禮儀 Public Transportation SafetyPlan your route ahead of time. Do not run to the train. Listen for public announcements and follow the directions provided. Never attempt to board a

8、 subway train once the doors begin to close. Stand to one side to allow people to exit the subway car before you board. Stay alert and hold on to railings when a bus or train is slowing down or turning. Never display money or valuables in public. 1. 公共交通禮儀 Public Transportation EtiquetteOffer your s

9、eat to elderly or disabled passengers. If the train or bus is crowded, make sure you leave room for people to move around you. Avoid using the phone as much as possible. If you do talk on the phone, try to keep conversations brief and speak quietly. Do not use multiple seats for your bags or for rec

10、lining. Be considerate of other people who are boarding the train or bus and are looking for a seat. Always cover your mouth when you sneeze or cough. If listening to music, use headphones that cannot be heard by other passengers or be sure to keep the volume at a reasonable level. New Wordstantrum

11、n. a sudden period of uncontrolled anger like a young childs 發(fā)脾氣obnoxious a. very unpleasant or rude 令人討厭的perpetrate v. to commit a crime, or a violent or harmful act 犯（罪）；做（惡）cramped adj. not having enough space or time 狹窄的bin n. a container for waste 垃圾箱be a sport be a pleasant，cheerful, and gener

12、ous-minded person 隨和、開朗、大度的人crank n. a hand tool consisting of a rotating shaft with parallel handle 曲柄；曲軸 v. crank something (up): cause something to turn by means of a crank 用曲軸轉(zhuǎn)動(dòng)某物recline v. lean or lie back in a horizontal or near-horizontal position 向后倚靠或躺 Activity 1 True(T) or False(F). 1. You

13、 can try to board a subway train when the doors begin to close. 2. When there is nobody beside you on the public transport carrier, you can leave your belongings on an empty seat. 3. You cant use several seats for your bags when using public transportation. 4. You are not allowed to listen to music

14、on the public transport carrier, even if you are using the headphone. FFTFActivity 2: Group discussion1. What shouldnt we do in the airplane?2. How much do you know about the Golden Rule?2. 乘機(jī)禮儀 Airline etiquette missteps usually center around luggage, personal space and talking.Dont carry-on excess

15、ive luggage or oversize bags. Most airlines are cracking down and space is limited. Board quickly. Carry your bag in front of you as you walk down the aisle. Store your bag under the seat in front of you or in the overhead bin adjacent to your seat. Dont store your bags in anothers space. If you nee

16、d to move anothers belongings while placing items in overhead bins, ask them. Place your coat and jacket on top of your luggage in the overhead bins. Dont place them next to your luggageit takes up too much space. Sit in your assigned seat until everyone has boarded. You can switch seats when you de

17、termine the empty spots. If you are traveling alone and someone asks to switch seats to join a family member or colleaguebe a sport. You might need the same favor some day.2. 乘機(jī)禮儀 Settling In. Dont Hog the Armrests.If youre listening to music with a Walkman, dont crank up the sound too muchit is irr

18、itating to listen to. Dont recline your seat all the way. Dont invade your neighbors “personal space”. Feet often swell on long flights and many passengers remove their shoes for comfort. Feet often smell on long flights also. If you do take off your shoes, please wear slipper sox to contain the waf

19、ting aroma. Believe me, people notice.2. 乘機(jī)禮儀 In Flight Dont be a bore. Dont force your conversation on the person next to you. If someone is driving you crazy with their (dull) life storyit is permissible to tell them youre too busy, tired, sick or whatever to talk. But dont be rude. Some people ar

20、e nervous fliers and talk compulsively. Dont grab the seat in front of you when you are getting upit is very disruptive to the person sitting there. Use your arm rests to get up. Dont kick the seat in front of you. Dont shout into the airphone. Dont stand in front of the in-flight movie. You may not

21、 like the feature, but dont spoil it for everyone. Dont hold business meetings in the aisle. It is very annoying to fellow passengers. Also, you never know when a competitor is listening. Dont clog up the aisles while the flight attendants are using the food and beverage carts. Let them do their job

22、s. Be careful with food trays and hot liquids. Take care when you open the plastic salad dressing, condiment and beverage containers. They spatter easily. If you do spill something on someone; apologize and offer to pay for drycleaning. The bathroom is not a make-up table or dressing room. Be quick

23、and clean up after yourself. Alcohols impact is magnified at high altitudes. Dont get drunk. This is not your officedont spread out your work papers everywhere. Be neat. Dont try to read your seat mates work documents or laptop screen. It is really obnoxious. Dont sleep on your seat mates shoulder,

24、unless they want you to. This is not your bedroombe considerate of your fellow passengers.New Wordstantrum n. a sudden period of uncontrolled anger like a young childs 發(fā)脾氣obnoxious a. very unpleasant or rude 令人討厭的perpetrate v. to commit a crime, or a violent or harmful act 犯（罪）；做（惡） cramped adj. not

25、 having enough space or time 狹窄的bin n. a container for waste 垃圾箱be a sport be a pleasant，cheerful, and generous-minded person 隨和、開朗、大度的人crank n. a hand tool consisting of a rotating shaft with parallel handle 曲柄；曲軸 v. crank something (up): cause something to turn by means of a crank 用曲軸轉(zhuǎn)動(dòng)某物recline v

26、. lean or lie back in a horizontal or near-horizontal position 向后倚靠或躺 Activity 2: Group discussion.1.What shouldnt we do in the airplane?2.How much do you know about the Golden Rule?Task 2 Business E-mail and Phone Etiquette 商務(wù)郵件和電話禮儀People tend to think of email as an informal means of communicatio

27、n, but it must have a professional tone when you use it for business. Keep emails short and to the point. This shows respect for the recipients time. Make the subject line as descriptive as possible. If you need a response within a certain time frame, state that clearly in the email. Provide your te

28、lephone number in case the recipient prefers to call you instead of replying by email. Sign the email with your full name, title and company. Do not send attachments without getting permission first. People are often reluctant to download an unexpected attachment because of the danger of viruses.Tas

29、k 2 Business E-mail and Phone Etiquette 商務(wù)郵件和電話禮儀Identify yourself and your business when you answer the phone, and ask the caller how you can help him. When he tells you, repeat the information to make sure you understood it correctly. If the caller is upset, remain calm and polite and try to reass

30、ure him that you will assist. If you need to put him on hold to check something, ask his permission. If you must call him back, get his number and repeat it to make sure it is right, then give him a time frame for your return call. If you need to transfer him to another person, let him know the name

31、 and phone number or extension of the party so he can call back directly in case he gets disconnected.New Wordschair v. to be the chairperson of a meeting or committee 主持 peer n. your peers are the people who are the same age as you, or who have the same type of job, social class, etc. 同輩；同等的人recipi

32、ent n. a person who receives something 接受者 reminder n. a written or spoken message which reminds someone to do something （告知該做某事的）通知單；提示信Activity 1: Group discussion. 1. What is the telephone etiquette?2. Who should always be introduced first during the process of introduction?Task Three Seating Eti

33、quette 座次禮儀New Wordsbutler n. the most important male servant in a house, usually responsible for organizing the other servants 男管家；仆役長(zhǎng)dictate v. to give orders, or state something exactly, with total authority 命令；指示courtesy n. polite behaviour, or a polite action or remark 禮貌counteract v. to reduce

34、 or remove the effect of something unwanted by producing an opposite effect 抵消dignitary n. a person who has an important position in a society 顯要人物congenial a. friendly and pleasant 意氣相投的Activity 1: True(T) or False(F).1.If a guest arrives late to a formal meal, a butler or maid receives them at the

35、 door with the hostess standing. 2.At a formal dinner generally the host escorts the lady of honor into the dining room first. 3.Guests of honor who are female dignitaries of high-rank enter the dining room first accompanied by the hostess. The dignitarys husband enters the room accompanied by the h

36、ost. 4.At a formal dinner the hostess is the last to enter the room with the other women sitting down without waiting for her. 5.In a private residence the hostess should suggest where to leave a purse; purses should not be brought to the table. FTFFTNew Wordsprerogative n. something which some peop

37、le are able or allowed to do or have, but which is not possible or allowed for everyone 特權(quán)；君權(quán)rectangular a. shaped like a rectangle 矩形的；長(zhǎng)方形的dignitary n. a person who has an important position in a society screen 顯貴；要人Activity 2: Group discussion.1. How much do you know about seating for business din

38、ing? Is it possible for guests to shift name cards?2. What is the door list used for?Task Four International Gift Giving Etiquette國(guó)際饋贈(zèng)禮儀New Wordsimperative adj. extremely important or urgent; needing to be done or given attention immediately 必要的；不可避免的construe v. to understand the meaning, especially

39、 of other peoples actions and statements, in a particular way 分析；解釋gracious adj. behaving in a pleasant, polite, calm way 雅致的；有禮貌的cognizance n. knowledge or understanding of something 認(rèn)識(shí)；審理；認(rèn)定cognizant adj. 知道的；已認(rèn)定的cowhide n. (leather made from) the skin of a cow 牛皮ostentatious adj. too obviously sh

40、owing your money, possessions or power, in an attempt to make other people notice and admire you 外觀美麗的；浮華的discreet adj. careful not to cause embarrassment or attract too much attention, especially by keeping something secret 謹(jǐn)慎的；慎重的rapport n. a good understanding of someone and an ability to communi

41、cate well with them 友好關(guān)系A(chǔ)ctivity 1: Group discussion. 1. How do you understand the sentence “In Indonesia, small gifts are given on a frequent basis”?2. What do you learn from this text?New Wordsreciprocal adj. a reciprocal action or arrangement involves two people or groups of people who behave in

42、the same way or agree to help each other and give each other advantages 相互的；互惠的nomad n. a member of a group of people who move from one place to another rather than living in one place all of the time 游牧民；流浪者nomadic adj. 游牧的；流浪的protocol n. the system of rules and acceptable behaviour used at officia

43、l ceremonies and occasions 禮儀Activity 2: Group discussion.1. What are those countries in which a gift is not expected on the first visit, but would be expected on a subsequent visit? 2. Where do the people treat gift-giving as a normal part of building relationships and doing business?New Wordsgestu

44、re n. a movement of the hands, arms or head, etc. to express an idea or feeling 舉止；動(dòng)作assemble v. to come together in a single place or bring parts together in a single group 集合associate n. someone who you work or do business with 同事Hanukkah n. a Jewish religious holiday lasting for eight days in December 光明節(jié)（猶太人紀(jì)念節(jié)日之一）Kwanzaa n. an African-American cultural celebration lasting from December 26 to January 1 寬扎節(jié)（非裔美國(guó)人的節(jié)日）Activity 3: Group discussion.1. During the Holiday Season, what gifts can be sent in the United States?2.