商務英語口語課件

TaskTwo

OnthePhone

任務二

電話邀約

Learningobjective

Beawareofthebasicbusinesstelephoneetiquette.Beabletotalkwithyourclientoverthetelephone.SectionAMovieTime

看電影學英語ThePursuitofHappynessSection

BWorkandLearn

做中學BusinessCommunicationSkills－MistakesinaConversation(1)MistakesinaConversation(1)Notlistening

AskingtoomanyquestionsWorkSkills－TelephoneEtiquette

工作技巧——電話禮儀Whatshouldyoudowhenyoureceiveabusinesscall?Whatwillyousaytoyourclientbeforeyouhangupthephone?Whatshouldyoudowhenreceivingabusinesscall?Whenreceivingabusinessphonecall,youmay:identifyyourselfprofessionallybygivingyourfirstandlastnameandyourdepartment.Knowhowtoputpeopleonholdandkeepthemthererespectfullyandhowtotransfercallsexpertly.Ifyou’regoingtobeout,haveyouransweringsystemtellthecallerwhentheycanexpectacallbackandprogramyourphonetopickupimmediately.Besuretokeepmailboxesemptyandkeepyourvoicemessagesupdated.Returnphonecallspromptly.Ifyoudon’thaveananswer,callandexplainwhatyou’redoingtogettherequestedinformation,ordirectthemtotheappropriateplacetogetit.電話商談常見五個步驟第一步問候

每個電話都應以禮貌的問候開始，例如：Hi,how’veyoubeen?或者Nicetohearfromyou。第二步逐步表明來意

可使用短語I’mjustcallingto...作為過渡。例如，I’mjustcallingtoseeifyou’dliketosetupameeting.如果要找出別人為什么打電話給你，可以這么引導對話SowhatcanIdoforyou?第三步禮貌的打斷別人

例如，用Iwouldliketosaysomethinghere,ifImay或Allowmetomakeapoint禮貌地插話，或是，可以問一句：MayIinterruptyouforasecond?

第四步確認

如在通話中制訂計劃可用短語Pleaseletmeconfirm...和So,letmemakesureI’vegotthingsstraight...來加以確認。第五步結束電話

可以在合適的情況下說goodluckonthatinterview或hopeyoufeelbettersoon?？梢源_認一下你們制訂的任何計劃：I’llseeyouonFriday,then.有時最簡單的方式就說你和某人通話非常的愉快，如：WellJohn,it’sbeenapleasuretalkingtoyou.Whatwillyousaytoyourclientbeforehangingupthephone?結束與客戶電話交談的方式，大致可分為以下幾種情況：如果打電話的人你非常熟悉，可以說一句來結束通話：

IsthereanythingelseIcandoforyou?還有什么我可以幫忙的嗎？如果你認識對方家人但又不太熟悉的話，不妨加上這樣的問候來增進彼此的情誼：

Sayhellotoyourfolks.請代向你家人問安。如果你答應給別人傳話，可以說：

ThenI’llmakesurehegetsyourmessage.我一定會轉達您的話。如果接待的是你的客戶，也可以使用一些慣用的客套話，比如：

Thankyouforcalling.謝謝您打電話來。

Nicetalkingtoyou.很高興與你通話。

Hopetoseeyouagainsoon.希望近日還能見面。如果你是打電話的一方，可以這樣結束通話：

That’sallIhavetosayfornow.這就是我現(xiàn)在所要講的。

Thankyouforyourtrouble.謝謝，麻煩您了。

Well,I’llcallyouagainlater.我會再打電話給您。Usefulsentencepatterns

AnsweringthephoneHello!Goodmorning.GrantHotel/Reception/SusanParkspeaking.HowmayIhelpyou?SusanPark’sOffice.SusanPark/SusanPark.MayIknowwho’scallingplease?AskingtospeaktosomeoneMay/Could/CanIspeakto/withDr.Smithplease?ThisisJohnGreenspeaking.I’dliketospeaktoDr.Smithplease.ThisisJohnGreen.ThisisJohnGreenfromABC.IsDr.Smithin,please?IsSusanthere?I’mrepresenting…MayIspeakwith…,please?AskingsomeonetowaitforamomentWouldyoumindholdingaminutewhileItrytofindher?Couldyouholdon,please?Pleaseholdonforasecond.Justa/Onemoment,please.Hangon.I’llgethim.Justasecond.Onemoment,please.I’llseeifhe’sin.AskingthecallertoleaveamessageI’msorrybuthe’snothererightnow.MayItakeamessageorwouldyouliketocallbacklater?I’msorrybutheistiedup/busy/occupied/inameetingnow.Wouldyouliketohavehimreturnyourcall?I’mafraidhecan’tspeaktoyou/takethecallatthismoment.Couldyoucallbackinafewminutes/later/inalittlewhile?TransferringinformationCouldyourepeatthat,please?Couldyousayitonceagain?Canyousayitlouder/slower?Haveyougotthat?Couldyoupleasespellit?Anythingelse?PleaseletmerepeattoseeifIgetit.MakinganappointmentI’mcallingtomakeanappointmentwithyoufornextMonday.Iwonderifitwouldbeconvenienttomeetyoutomorrow.WoulditbeconvenientifIcallonyoutonight?CouldyouarrangeanappointmentwithMr.Greenforme?I’dliketodropbytomorrowtotalkoverourplan.IlookforwardtoseeingyouatyourofficeonJuly18.Canyousqueezeinsometimeformenextweek?SuggestingatimeCanyoumakeitat3:00onMonday?Will9:00bealright/okaywithyou?Howabout/whatdoyouthinkof3:30?Anytimebefore6p.m..AnytimeexceptMondaywillbefine/okay/allrightwithme.I’mavailablefrom9:00to3:00.SampleDialogue對話范例

DingNa(D)，salesmanagerofK&SGroupEddieCollinscallsforDingNaforadiscussionabouthisvisittothecompany.LydiaWangisDingNa’sassistant.Lydiaputshimthrough.W:Goodmorning.K&SGroup.早上好。這里是凱斯集團。C:Hello,thisisEddieCollinsfromMalaysiaMaiyaGroup.你好，我是馬來西亞美亞公司的艾迪·

柯林斯。W:Hello,Mr.Collins.ThisisLydiaWang.Veryhappytohearyouagain.柯林斯先生，您好。我是王莉迪,很高興又聽到你的聲音。C:Lydia!Howiseverything?莉迪！一切可好？W:Fine,thankyou.HowmayIhelpyou?謝謝，我很好！能為您提供什么幫助嗎？C:CouldIspeaktoMissDingNa,please?可以幫我轉接丁娜小姐嗎？W:Justamoment,please.請稍等。C:Thanks,Lydia.謝謝，莉迪。W:MissDing,IhaveEddieCollinsonthelineforyou.丁小姐，艾迪·

柯林斯打來電話要找您。D:Thankyou.Hello,Mr.Collins.Nicetohearfromyou.How’stheweatherlikeinKualaLumpur['kwɑ:l?'lumpu?]吉隆坡?謝謝……你好，柯林斯先生。很高興接到你的電話。吉隆坡那邊的天氣怎么樣？C:It’sprettygoodforthetimeofyear.What’sitlikeinHangzhou?就今年這個時候來講，還是相當不錯的。杭州那邊的天氣呢？D:Notgood,I’mafraid.It’sratherhot.恐怕不怎么樣。

C:That’sapitybecauseI’mplanningtocomeacrossnextweek.那真糟糕，因為我正打算下禮拜過去一趟。

D:Really?Well,you’llcomebytoseeuswhileyou’rehere,Ihope?真的嗎？希望你來的時候能順便過來看看我們，可以嗎？C:That’swhatI’mphoningabout.I’vegotameetingwithacustomerinBeijingonThursdaynextweek.Iwashopingwecouldarrangetomeetupeitherbeforeorafter.這正是我打電話想要告訴你的事情。下禮拜四，我要在北京會見一個客戶。我希望，在那之前或之后我們能找個時間見一下。D:Great.ThatwouldgiveusachancetoshowyouournewproductsandIcanarrangeameetingforyouandMr.Young,ourgeneralmanager.太好了。那樣我們就有機會請你參觀一下我們的新產(chǎn)品，我還可以安排您和我們公司總經(jīng)理楊先生會面。C:That’swhatIwasthinking.我也是這么想的。D:SoyousaidyouhavetobeinBeijingonThursday?That’sthe10th?你說你要在禮拜四的時候到北京？那是10號吧？C:That’sright.Now,IcouldstopoverinHangzhouonMonday.Wouldthatbepossible?沒錯。那樣的話，我也可以在去之前先去杭州一趟，可能是禮拜一的時候。沒問題吧？D:OK.Well,itwouldbebestforusifyoucouldmakeitMondaymorning.Iwillpickyouupattheairport,andthenyoucouldmeetMr.Youngandwe’dshowyouaroundourcompany.Iftimepermits,youcouldcomebacktotheofficeandwe’llrunthroughanyofthedetailsthatyouareinterestedin.好。如果你能在禮拜一上午來杭州的話，那對我們來說最好不過了。我可以去機場接你，安排你和楊先生會面，然后可以帶你去參觀我們公司。如果有時間的話，你可以再去一下我們的辦公室，我們可以簡單商討一些相互關心的細節(jié)問題。C:Thatsoundsgood.聽起來不錯。D:Look,whydon’tyoufaxmeyourinformationonceyou’veconfirmedyourflight?Thenwe’llgetbacktoyouwithanitineraryfortheday–that’sMonday,the7th,right?嗯，一旦你確定了你的航班日期，發(fā)個傳真告訴我具體情況如何？那樣我們就可以給你回復當天的日程安排—7號禮拜一，對吧？C:That’sright.Well,I’lldothatandIlookforwardtoseeingyounextweek.沒錯。好，我會的，我期待著下禮拜和你們見面。D:Samehere.Seeyounextweek.我也是。下禮拜見。LearntoWork實訓練習

TrytheminEnglish.AnsweringthephoneAskingtospeaktosomeoneAskingsomeonetowaitforamomentAskingthecallertoleaveamessageTransferringinformationMakinganappointmentSuggestingatime

Role-playDialogue1EllaBlackwishestotalkaboutthecontractwithDingNa.DingNaisinameeting.LydiapromisestotellDingNatocallback.W:Goodafternoon,SalesDepartment.MayIhelpyou?下午好，銷售部，我能幫你什么忙嗎？B:CouldIspeaktoMissDingNa,please?可以和丁娜小姐說話嗎？W:I’llseeifsheisavailable.WhoshallIsayiscalling,please?我要看一看她是否在。請問您是哪位？B:EllaBlack，AmericanHuntersCompany.美國漢特公司的艾拉·布萊克。W:Holdtheline,please,MissBlack.

MissDingNaisinameetingwiththeManagingDirectoratthemoment,I’mafraid.CanIhelpyou?請別掛機，布萊克小姐。丁娜小姐正在和總經(jīng)理開會，我可以幫你嗎？B:Well,Iwanttodiscusswithherthenewcontractwesignedlastweek.好的，我想跟她討論一下我們上星期簽訂的合同。W:Idon’tthinkthemeetingwillgoonmuchlonger.ShallIaskhertocallyouwhensheisfree?我想會議不會開得太久，我讓她有空給你打電話，好嗎？

B:Yes,thatwouldbeeasiest.是的，那樣最好了。W:CouldIhaveyournameagain,please?請再一次告訴我你的姓名，好嗎？B:Yes.It’sEllaBlack.好的，我叫艾拉·布萊克。W:Andthenumber?電話號碼呢？B:1-206-333-2888.號碼是1-206-333-2888。

W:OK.You’llbehearingfromMissDingNalaterinthemorningthen,MissBlack.好的，布萊克小姐，上午晚些時候，你會收到丁娜小姐的電話。

B:Thankyouforyourhelp.Good-bye.謝謝你的幫助，再見。W:Youarewelcome.Good-bye.別客氣，再見。YingQiang(Y)isthesalesmanagerofChinaTextilesImportandExportCo.Ltd.HecallsAmericanHuntersCompany.HeasksforEllaBlack,theimportmanager.Heinviteshertocomeforavisit.Role-playDialogue2Y:Hello.IsthisAmericanHuntersCompany?

您好！請問是美國漢特公司嗎？A:Yes,thisisAmericanHuntersCompany.MayIhelpyou?是的！這里是美國漢特公司，請問您有什么事？Y:MynameisYoungGangfromChinaTextilesImportandExportCompany.IwouldliketospeakwithMissEllaBlack.我是中國紡織品進出口公司的英強，想找艾拉·布萊克小姐。A:Speaking.我就是。Y:Nicetospeaktoyou,MissBlack.WemetandtalkedonlastCantonFairin2009.IknewyouwereveryinterestedinChinesesilkgarments.Wearepleasedtoinformyouthatwehavejustmarketedournewly-developedproducts.布萊克小姐，很高興和您通話。我有幸在2009年廣交會上認識您，并了解到貴公司對中國絲綢服裝很感興趣。我們新開發(fā)的產(chǎn)品已推出上市，特此奉告。A:Yes,Ihavereadaboutitinatradejournal.Yournewproductsseemlikepromising,butIhavenotseenanydetailsaboutityet.是，我曾在商業(yè)雜志中看過。你們的新產(chǎn)品似乎蠻有前景的，但是我還沒有看到商品的細節(jié)介紹。Y:Iwillsendyousomebrochures,ifyouareinterested.如果您有興趣的話，我可以寄一些簡介產(chǎn)品的小冊子。A:Thatwillbegood.Thankyou.那很好，謝謝！Y:Afteryoustudythem,couldIhaveanopportunitytomeetyouanddiscussvariouspossibilitiesintheAmericanmarket?在您了解商品之后，我們能否有機會見面并討論商品進入美國的市場的可能性？A:Fine.IamgoingtoShanghainextmonthforabusinessmeeting.Icanprobablymanageashortvisit.好。我下個月去上海開會，可以對貴公司做個簡短的拜訪。Y:That’sgreat.We’llbelookingforwardtothat.太好啦！我們期待著您的到來。Dubbing

ConversationOneConversationTwoConversationThreeSectionC

LessonsfromtheProfessionalsTakenotes.

Givemoreattentiontoyourcustomers.

Whatshouldyoudo?TaskThree

AttheAirport

任務三

機場迎賓

Learningobjective

Beawareofthebusinessetiquetteofmeetingaclient.Beabletomeetyourclientattheairport.SectionAMovieTime

看電影學英語TheYearoftheYaoSectionBWorkandLearn

做中學BusinessCommunicationSkills－MistakesinaConversation(2)MistakesinaConversation(2)PoorDelivery

NothavingtoberightWorkSkills－Telephoneetiquettes

工作技巧——自我介紹Whatarethegeneralrulesforintroduction?Whatarethewaystointroduceyourself?Howtoconductagroupintroduction?Generalrulesforintroduction

Amanisalwaysintroducedtoawoman.Ayoungpersonisalwaysintroducedtoanolderperson.Alessimportantisalwaysintroducedtoamoreimportantperson.WaystointroduceyourselfSelf-introductionisagoodwaytoshowyourconfidence.Italsohelpstogetmoreopportunitiesinbusiness.e.g.Allowmetointroducemyselftoyou.MynameisDingNa.MayItakethelibertytointroducemyselftoyou?Nicetomeetyou.Welcometo…,Mr/Ms…I’m…/Mynameis...WaystointroduceyourselfIfyouknowtheguest’slastname,youmaysaylike,“Letmehelpyouwithyourluggage,Mr/Ms…”.Ifyouareawomaninthebusinessmeeting,it’sappropriatenowtostandupandshakethehandofaman.Sometimes,peoplewhodon’tliketoshakehandswillnotmeetyours.Thisisjusttheirpreference偏好，偏愛.Howtoconductagroupintroduction?When

needingtocompleteagroupofintroductions,highestrankrulesovergender性別.Whenyoumeetsomeoneforthefirsttime,useatitleandhisorherlastnameuntilyouaretoldtodootherwise.Ifyouarenottoldofaperson’slastname,simplyusethefirstnameorthenickname.Howtoconductagroupintroduction?Ifyouforgetsomeone’sname,youcansometimes“cover”byintroducingapersonyoudoknowfirstasthiswillusuallygettheunknownpersontointroducehimselforherself.Ifthisdoesn’twork,admitthatyou’vehadamentalblock.Generallyspeaking,hostingsidewillintroducethemselvesfirsttothevisitingside.Thenthevisitingsidewilldotheself-introductiontothehostingsideinturn.Wordsandexpressionspicksbup接(某人)

e.g.Pleasewaitattheschoolgate.Johnwillpickyouupthere.請在校門口等候，約翰會到那里接您。I’llpickyouup.我開車來接您。jetlag時差(反應)luggage行李getairsick暈機

e.g.Youmayprobablygetairsick,andI’llgetsomemedicineforyourightaway.您可能暈機了，我馬上給您拿藥。

Yousee,Igetairsickeasily.IfIhaveanaisleseat,Icangotothelavatoryquickly.我很容易暈機。如果我坐靠通道的座位，就能很快去盥洗室了。

Areyoufeelingairsick,sir?您覺得暈機嗎，先生？lobby['l?bi]n.前廳receptiondesk接待處informationdesk問訊處

Usefulsentencepatterns

Excuseme,areyouEddieCollinsfromMalaysia?不好意思，您是馬來西亞來的艾迪·柯林斯嗎？Youmustbeourlong-expectedguest,MarkDavis.您一定是我們期待已久的客人—馬克·戴維斯吧？MayIintroducemyself?我能做個自我介紹嗎？Ihopeyou’vehadapleasantjourney.旅途愉快吧？Didyouhaveagoodflight?飛行途中還順利吧？Howlongdidtheflighttake?飛行了多長時間？Itmustbeaverytiringtrip.想必旅途十分勞累吧？Hopeyouhaveanenjoyable/pleasant/nicestayhere.我希望您這次在這兒過得愉快。MayIhelpyouwithyourluggage?我能幫您拿行李嗎？Howdoyouliketheweatherhere?您覺得這里的天氣怎樣？SampleDialogue對話范例

Monday,June7,2010EddieCollinscomestoHangzhouforabusinessvisit.HearrivesatXiaoshanAirport.DingNameetshimattheairport.

D:Excuseme.Aren’tyouMr.CollinsfromMalaysia?不好意思，您就是來自馬來西亞的柯林斯先生吧？C:Yes,IamEddieCollins,purchasingmanagerofMalaysiaMaiyaGroup.您好，我是馬來西亞美亞公司的艾迪·柯林斯，我是采購部經(jīng)理。D:Nicetomeetyou,Mr.Collins.I’mDingNa,salesmanagerfromK&SGroup.WelcometoHangzhou.We’vebeenlookingforwardtomeetingyou.很高興見到您，柯林斯先生。我是K&S集團銷售部經(jīng)理丁娜，歡迎來杭州。我們一直期待您的到來。C:Howdoyoudo,MissWang.It’sverykindofyoubothtomeetmeattheairport.您好，王小姐。謝謝你們一起來機場接我。D:Didyouhaveagoodjourney?您旅途還愉快吧？C:Well,I’vegotalittleairsick.有點暈機。D:Youmustneedagoodrestaftertheflight.Let’sgostraighttothehotel.那您需要好好休息下，我們直接送您去賓館吧。C:Thatsoundsagoodidea.那太好了！D:MayIhelpyouwithyourluggage?我來幫您拿行李吧？C:Thankyou,MissDing,butIcanmanageitmyself.謝謝您，丁小姐。還是我自己來拿吧。D:Thiswayplease,Mr.Collins.柯林斯先生，這邊請。C:It’sabeautifulday,isn’tit? 今天天氣真不錯啊。D:Yes,butIheardit’sgoingtorainthisafternoon 是啊，但是聽說下午要下雨。C:DoesitrainofteninHangzhou?杭州經(jīng)常下雨嗎？D:Yes.Itoftenrainsinthisseason.是的，杭州這個季節(jié)多雨。D:IsthisthefirsttimeyouhavecometoHangzhou,Mr.Collins?柯林斯先生，您第一次來杭州嗎？C:Yes.I’veheardalotaboutHangzhouandtheWestLakeinmycountry.Iamverygladtogetthischanceforavisit.是啊，早就聽說過杭州，很高興能借此機會來看看。D:Hopeyouenjoyyourstayhere.希望您在杭州過得愉快。LearntoWork實訓練習TrytheminEnglish.WordsandExpressions接(某人)picksb.up時差(反應)jetlag行李luggage暈機getairsick前廳lobby接待處receptiondesk問訊處informationdeskSentences請問您是美國來的艾拉·布萊克嗎？Excuseme,areyouEllaBlack

fromtheUnitedStates?

您一定是我們期待已久的客人—馬克·戴維斯吧？Youmustbeourlong-expectedguest,MarkDavis.我能自我介紹下嗎？MayIintroducemyself?旅途愉快吧？Ihopeyou’vehadapleasantjourney.飛行途中還順利吧？Didyouhaveagoodflight?飛行了多長時間？Howlongdidtheflighttake?想必旅途十分勞累吧？Itmustbeaverytiringtrip.我希望您這次在這兒過得愉快。Hopeyouhaveanenjoyable/pleasant/nicestayhere.我能幫您拿行李嗎？MayIhelpyouwithyourluggage?您覺得這里的天氣怎樣？Howdoyouliketheweatherhere?Role-playDialogue1YingQiang(Y)issalesmanagerofChinaTextilesImport&ExportCorporation.YingQiangismeetingEllaBlack(B)attheairport.Y:Excuseme.YoumustbeMs.BlackfromtheUnitedStates?請問您是美國來的布萊克女士嗎??B:Yes,That’sright. IamEllaBlackfromAmericanHuntersCompany.Youare…?對，是我。我是來自美國漢特公司的艾拉·布萊克，請問您是？Y:I’mYingQiang,SalesManagerofChinaTextilesImport&ExportCorporation.I’mheretowelcomeyou.我是英強，中國紡織品進出口公司的銷售經(jīng)理。我是來接您的。B:Oh,thankyouverymuch.噢，非常感謝。Y:Didyouhaveagoodtrip,Ms.Black?布萊克女士，旅途還算愉快嗎？B:Onthewhole,it’sfairlycomfortable.總體來說還是很舒適的。Y:Anyhow,it’salongwaytoChina,isn’tit?不過，到中國的旅途還是相當長的吧？B:Yes,Ifeelabittiredafterthe10-hourflight.

是啊，10個小時的飛行我真覺得有些累。Y:Butyoustilllookenergetic.但是您看上去依然是精力充沛。B:Oh，really?Thanks.噢，真的嗎?謝謝。

Y:Ihopeyou’llenjoyyourstayhere.我希望您這次在這兒過得愉快。B:Thankyouverymuch.謝謝。Y:Shallwestartforthehotelrightaway.我馬上送您去賓館好嗎？B:I’dliketo.謝謝。Y:Thisway,please,Ms.Black.Ourcariswaitingoverthere.布萊克女士，請跟我來，請跟我來，我們的車就停在那邊。YingQiangandhisassistant,RaeZhangaremeetingMikeBushfromABCCompanyattheairport.Role-playDialogue2Z:Excuseme.Aren’tyouMr.Bush?

您就是布什先生吧？B:Yes,IamMikeBushfromABCCompany.是的，我是ABC公司的麥克·

布什。Z:Nicetomeetyou,Mr.Bush.I’mRaeZhangandthisisYiangQiang,salesmanagerofChinaTextilesImport&ExportCorporation.We’reheretowelcomeyou.布什先生，很高興見到您。我是張瑞。這位是英強，中國紡織品進出口公司的銷售經(jīng)理。我們前來接您。Y:Howdoyoudo,Mr.Bush.WelcometoHangzhou.I’vebeenlookingforwardtomeetingyou.

您好，布什先生。歡迎您來杭州。我們一直期待您的到來。B:Howdoyoudo.It’sverykindofyoubothtomeetmeattheairport.您好,謝謝你們來接我。Y:It’sapleasuretoseeyou,Mr.Bush.Didyouhaveagoodjourney?

很高興見到您，布什先生。您旅途還順利吧？B:Well,nottoobad.還不錯。Y:IsthisyourfirstvisittoHangzhou?您第一次來杭州嗎？B:Yeah,butithasalwaysbeenmydreamtocometoHangzhou.是啊，我一直夢想著來杭州。Y:Inthatcase,we’dliketoshowyouaroundHangzhoufirst.CanIcomeandpickyouuptomorrowmorning?這樣的話，我們先帶您游覽一下杭州市吧。明天一早我來接您好嗎？B:Oh,That’sverykindofyou.Ican’twaittoseetheWestLakewithmyowneyes.I’llbelookingforwardtothat.噢，太好啦！我很想親眼去看看西湖，我等您來接我。Dubbing

ConversationOneConversationTwoConversationThreeSectionC

LessonsfromtheProfessionalsGettoknowyourclientbetter.Knowyourcompanyandyourclientswell.

Prepareagiftforyourclient.

Whatshouldyoudo?TaskFour

AttheHotel

任務四

酒店入住Learningobjective

Beabletohelpyourclientwiththehotelcheck-in.SectionAMovieTime

看電影學英語Friends:TheOnewithRachel’sDream

SectionBWorkandLearn

做中學BusinessCommunicationSkillsHowtoHaveaBusinessConversation?HowtoHaveaBusinessConversation?

Gettoknowyourbusinessconversationpartner.Locatesomecommonground.Movetowardtopicsthatconnectyouandyourconversationpartner.Listenandrespondquickly.Complimentyourconversationpartnerthroughouttheexchange.Makeyourownpointsinthebusinessconversationinafirm堅定的butconciseway.Closeyourbusinessconversationwithafirmhandshakeandasmile.Workskills－HotelReservation

工作技巧——預定酒店1.Whatinformationdoyouneedtogetfromyourclientforhotelreservation?2.Whenyouarereservingahotelroomforyourclient,whatshouldyoutakeintoconsideration?InformationyouaresupposedtogetfromyourclientforhotelreservationNameoftheguest:givennameandsurname

E-mail:thee-mailaddressthatthebookingconfirmationwillcometoNationality:CountryofresidenceAddress:PlaceofresidenceCheck-in

date:ThesupposeddateofcheckingintothehotelCheck-out

date:ThesupposeddateofcheckingoutofthehotelComments:Specialrequirements/wishesconcerningthecustomer’saccommodation.ThingsyoushouldtakeintoconsiderationthefacilitiesandservicesofthehotelthepriceofthehotelthenumberofthegueststhescheduleofthegueststhelocationofthehotelandthetrafficarounditthepreferenceortaboosoftheguestsiftheyhaveanyWordsandexpressionsregistration登記入住porter行李員e.g.Itippedtheporter50pence.我給了搬運工50便士小費。

Thehotelporterwillhelpyou.旅館的行李員會幫您的忙。baggage行李servicecharge服務費suite套房doubleroom雙人房(允許兩個人住并配有一個雙人床的房間)e.g.There’snopricedifferencebetweenadoubleroomandatwinroom.一間帶雙人床的房間和一間帶兩張單人床的房間在價格上沒什么差別。twinroom雙人房(允許兩個人住并配有兩張單人床的房間，即所謂標準間)e.g.I’dlikeatwinroomfacingthegarden.我想要一間朝花園的備有兩張單人床的房間。singleroom單人房frontdesk前臺receptionist接待員servicecounter服務臺receptiondesk服務臺，接待處room(key)card房卡

Usefulsentencepatterns

Whatkindofroomwouldyoulike?您要什么樣的房間Wouldyoulikeasingleroomoratwin/doubleroom?您要單人房還是雙人房？Doyouhaveasingleroom?你們有沒有單人房間？Istherearoomatthebackofthehotel?Iwantaquietroom.有沒有靠后面的房間？我要一個安靜的房間。I’dlikeatwin/doubleroomwithabath.我想要一個帶浴室的雙人間。I’dlikeasingleroomwithaview.我想要一個帶風景的單人房間。CanIseetheroom,please?我看看房間行嗎？Howlongdoyouintendtostay?您打算住多久？MayIseeyourpassport,please?請出示您的護照。SampleDialogue對話范例DingNaishelpingEddieCollinswithhishotelcheck-in.R:Goodafternoon,sir.Goodafternoon,miss.MayIhelpyou?先生，小姐，下午好！我能效勞嗎？D:Yes.Isthereasingleroomavailable,please?請問有單人房嗎？R:Haveyoumadeareservation?您有預訂嗎？D:Yes.For

EddieCollins.Icalledtoreserveasingleroomtwoweeksago.是的，兩周前我打電話為艾迪·柯林斯預訂了一間單人房。R:Justamoment,miss.I’llcheckonyourreservation.Yes.Wehaveyouinourrecord.小姐，請稍等，我查一下你們的預訂登記。是的，有預訂。R:CanIseeyourIDcardorpassport,Mr.Collins?請出示您的身份證或護照，柯林斯先生。C:Sure,hereyouare.好的，給你。R:Thankyou,Mr.Collins.You’llhaveasingleroomonthetopfloorwithaverygoodviewoftheWestLake.謝謝柯林斯先生。您的房間在頂層，可以看到西湖的美麗景色。C:Great!Ilikethisroom.太好了，我喜歡這個房間。D:I’mgladyoulikeit,Mr.Collins.我很高興你喜歡這房間，柯林斯先生。C:Howmuchdoyouchargefortheroom?房價多少？R:WechargeRMB988pernight,plus15percentservicecharge.Willyoupleasefillouttheregistrationform,Mr.Collins?房價每晚988元人民幣，加15%服務費。請您填寫這張登記表好嗎？C:Sure.CanIuseacreditcard?行。我可以使用信用卡嗎？R:Yes,weacceptcreditcards,includingMaster,Visa,GreatWallsandPeony['pi:?ni:]牡丹

cards.我們接受信用卡，包括萬事達、維薩、長城和牡丹卡。C:Good.好。D:Theyhavetworestaurants.TheChineseoneisonthesecondfloorandtheWesternoneisonthethirdfloor.有兩個餐廳，中餐廳在二樓，西餐廳在三樓。C:Great.I’dliketotrysomeChinesefood.好極了，我會多去品嘗中國菜。R:Yourbreakfastsarefreeofcharge.Hereareyourbreakfastcoupons.早餐是免費的，這是您的早餐券。C:Thankyou.謝謝！R:Haveanicestay!祝您入住愉快！LearntoWork實訓練習TrytheminEnglish.WordsandExpressions登記入住registration行李員porter行李baggage服務費servicecharge套房suite雙人房doubleroom/twinroom

單人房singleroom前臺frontdesk接待員receptionist服務臺servicecounter服務臺，接待處receptiondesk房卡room(key)cardSentences您要什么樣的房間？Whatkindofroomwouldyoulike?您要單人房還是雙人房？Wouldyoulikeasingleroomoratwin/doubleroom?你們有沒有單人房間？Doyouhaveasingleroom?有沒有靠后面的房間？我要一個安靜的房間。Istherearoomatthebackofthehotel?Iwantaquietroom.我想要一個帶浴室的雙人間。I’dlikeatwin/doubleroomwithabath.我想要一個帶風景的單人房間。I’dlikeasingleroomwithaview.我看看房間行嗎？CanIseetheroom,please?您打算住多久？Howlongdoyouintendtostay?請出示您的護照。MayIseeyourpassport,please?Role-playDialogue1DingNa(D)hasreservedtwosingleroomsforLeonaWhite(W)andEllaHunter(H).Sheishelpingthemwiththeircheck-in.LeonaWhitewantsaquietroom.EllaHunterwantsaroomwithaview.nterwantsaroomwithaview.Receptionist(R):Goodmorning.CanIhelpyou?有什么可以為您效勞的嗎？D:Yes,wehaveareservationforthreenights.LeonaWhiteandEllaHunter.Icalledlastweek.

謝謝，我預訂了三天的住房。叫莉昂娜·懷特和艾拉·漢特，上周打電話預訂的。R:Onemoment,please.Yes,that’sfortwosinglerooms,isn’tit?I’vereservedrooms402and403foryou.請稍等。我查到了，您訂的是兩個單人房間，對嗎？我們安排了402和403房間W:Aretheyquietrooms?這兩個房間安靜嗎？R:Well,theyarefacingthestreet.Butthere’salovelyview.哦，它們是臨街的，但是街景不錯。W:I’dlikequietrooms,thanks.不過我們想要安靜點的房間，謝謝。R:Ofcourse.Icanputyouinrooms311and312.Theyareattherearofthehotel.沒有問題,我可以幫你調換到311和312房間。它們位于酒店后樓。D:Thankyou.謝謝。H:MissDing?丁小姐？D:Yes,Ella?什么事，艾拉？H:I’dlikeaview.我想住有街景的房間。D:Oh,isthereaview?噢，請問那些房間能看到風景嗎？R:Notreally.抱歉，沒有。D:Well...那么……H:Leona?莉昂娜？W:Yes,Ella?艾拉，怎么說？H:Idon’tmindifourroomsarenottogether.I’dlikeaview.我不在意房間是不是在一起，我想住有風景的房間。W:Allright.I’dlikeaquietroom.好吧，我要一個安靜的房間。D:Oh,I’llseewhatIcando.是這樣啊，我看看有沒有辦法。YingQiang(Y)ischeckinginatahotel.Heisheadingateamof30members.Heasksforadiscount.Role-playDialogue2Receptionist(R):Goodmorning.MayIhelpyou?早上好。我能幫你嗎？Y:Yes.Ourcompanyhasmadeareservationforthisweekend.是的。我們公司預訂了本周末的房間。R:What’sitsname,sir?請問公司名是什么，先生？Y:ChinaTextilesImportandExportCompany.中國紡織品進出口公司。R:Let’shaveacheck.Yes,yourstaffof30peoplearestayingforDecember18th,19thand20th.15twinrooms.Isthatright?

我查一下。是的。你們公司一行30人，住宿時間是12月18、19、20號，要15個雙人房間，對嗎？Y:Yes.是的。R:Wouldyoupleaseputitdownontheregistrationforms?請您填寫登記表好嗎？Y:Okay.Howmuchdoyoucharge?好的。請問房價是多少?R:USD99pernight,plus15percentservicecharge.房價每晚99美元，加15%服務費。Y:Willyougivemesomediscount?可以打折嗎?R:Oh,yes,Mr.Ying.Yourteamcanenjoya10percentdiscount.Isyourcompanygoingtocoveralltheexpenses?是的，英先生。你們可以享受10%的優(yōu)惠。費用全部是公司出嗎？Y:Yes,itwill.是的。R:Verywell.Yourroomsareonthesamefloor.Herearetheroom-keycardsforyoutoassigntoyourmembers.很好。你們的房間在同一樓層。這是房卡，請發(fā)給您的同事。Y:Thankyou.謝謝。Dubbing

ConversationOneConversationTwoConversationThreeSectionC

LessonsfromtheProfessionals

Itdepends.Samplesfreeofcharge?TaskFiveAgenda

任務五

日程安排Learningobjective

1.Beawareofthebasicrulesformakingupanagenda.2.Beabletodiscusswiththeforeignvisitorsanddecideontheagenda.SectionAMovieTimeFamilyAlbumU.S.AEpisode:SmelltheFlowersSectionBWorkandLearnBusinessCommunicationSkills－ConversationRules“Peopledon’tcarehowmuchyouknow,untiltheyknowhowmuchyoucare.”-

JohnMaxwell

Businessconversationsarealotlikeanyotherkindofconversation,exceptthatthepolitetopicsarebusinessandprofessionalratherthanpersonalandsocial.Usually,thepurposeistogetacquaintedwithlotsofpeople,