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1、Receiving Visitors,sunny,receptionist:,provide information answer switchboard receive visitors answer queries deal with (telephone) enquiries take message make arrangement direct the comers to the right person keep the receptions area tidy, organize reading materials and provide refreshment do basic
2、 clerical work do simple bookkeeping,To be a receptionist you should:,have a smart appearance; have good communication skill, both spoken and written be able to stay calm under pressure at busy times be courteous(有礼貌的), but firm, when dealing with difficult, impatient or distress people be efficient
3、 and well organized be able to work on your own have basic computer skills be able to use office equipment such as switchboards, fax machines and photocopiers be interested in the work of the organization,Teaching Objectives,After completing this lesson, students should be able to: -understand the p
4、rocedures involved when receiving business visitors; -effectively use communication skills to:receive business visitors who have an appointment;receive business visitors who do not have an appointment;meet visitors at the airport;participate in small talk about travel, weather or accommodation.,New
5、words（P96-100）,appointment sketch trading company recommend movement procedure accompany accommodation alternative register agency agreement Purchasing manager extension,约会 草拟，简述 贸易公司 推荐 移动 程序 陪同，陪伴 住宿 可供选择的 记录 代理协议 采购经理 分机,Task 2-1,A receptionist in a small firm may have to use a computer, operate
6、a switchboard, and perform other clerical duties, in addition to receiving visitors. In a large firm a receptionist can concentrate on welcoming and looking after visitors.A visitor to a large firm should make an appointment, because executives are often very busy and do not have much time for visit
7、ors. Executives and secretaries should notify the receptionist in advance about important appointments, and about the movements of executives, especially when they are out of the building on business. Executives often ask receptionists to make travel arrangements for them, such as booking hotel room
8、s and airline tickets.,Part Listening Practice,Task 2-2 Listen to second part of the passage. Decide whether the following statements are true (T) or (F).,_(1) There is actually no procedure for receiving visitors. _(2) The executive or his secretary will always come down to the reception area to gr
9、eet the visitor. _(3) Only the receptionist is responsible for escorting the visitor to the executives office. _(4) Addressing the visitor by name can show friendliness and give a good impression to the visitor. _(5) If a visitors request for a meeting cannot be satisfied, the receptionist should ne
10、ver apologize or make suggestions for an alternative meeting, because it is not his/her fault. _(6) It is necessary for a receptionist to keep a register of visits.,F,F,F,F,T,T,a certain,If the visitor is an important client.,or another secretary,Part II Task 2-2,There is a certain procedure for rec
11、eiving visitors. A receptionist should find out if the visitor has an appointment or not. If the visitor is an important client, the executive or his secretary will come down to the reception area to greet the visitor. Sometimes the receptionist or another secretary escort, or accompanies, the visit
12、or to the executives office. Using the visitors name when he arrives is a friendly gesture and gives the visitor a good impression of the firm. The receptionist announces the visitors name, title and position, and introduces the executive to him. When a visitors request for a meeting cannot be satis
13、fied, the receptionist should apologize and make some suggestions for an alterative time. If a meeting is impossible, the receptionist should express regret and explain why, with tact, so that the visitors feelings are not hurt. A receptionist should keep a register which includes dates, times, name
14、s and the firm the visitor works for. A receptionist can then refer to this if there is a request for information.,Have you ever met a guest at the airport or railway station? Do you know how to meet your guest at the airport or station? What do you do and say when you receive a business visitor at
15、your office or meet him/her at the airport for the first time? How will you give a good first impressions to your visitors?,Part I Warm-up,how to meet your guest at the airport or station?,Make sure the arrival time of the guests vehicle before going to receive the guest Arrive at the destination ha
16、lf an hour earlier. Then contact the information desk of the airport (railway station, doc,) verify the exact time of guests arrival. Before the guest comes out, stand at the visible place where passengers exit, with receiving sign held high in the hand. On the sign, there should be the name of the guest and the place where he or she comes from.,航班名称、从哪里起飞、班次、起飞时间、正点到达时间,To see the flight information,(Eastern Daylight Time)美国东部夏令时间,Welcome Miss sun,
