点击职业英语 文秘英语Unit4教参 1稿.doc

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1、Unit4Reception第4单元接待1.GettingStarted课前活动【练习参考答案】Activity1Workinpairs.Discussthefollowingquestionswithyourpartner.AnswerKey:1.Therearedifferenttasksandproceduresinvolvedinreceivingcustomerswithanappointmentandwithoutanappointment.Ifacustomervisits,askpolitelyifhehasanappointmentwithyourbos

2、s.Ifso,welcomehimwarmly,takehimtothewaitingroomandofferhimsomethingtodrink.Thenannouncehiscomingandarrangethemeeting.Ifthereisnoappointment,offerhimaseat,inquireastothepurposeofhiscomingthenconsultyourbossifhewouldliketosparesometimeforthemeeting.2.a.Alwayswearasmile.b.Extendyourhandfirst

3、andgiveafirmhandshake.c.Greetallcustomersclearly.d.Projectaprofessionalimage.e.Makeeyecontactsduringtheconversation.f.Speakinatenderandpoliteway.g.Workonyourconversationalstrategy.3.Yes,becauseasecretaryalsoservesasareceptionist,whocontrolsacustomer’sfirstimpressionsofthecompany.Howacusto

4、merisreceivedisofparamountimportanceforcreatingaprofessionalimageforyourorganization.Therefore,itisnecessaryforeverysecretarytomasterreceptionskills.Activity2MatchAwithB.AnswerKey:1-a2-f3-h4-a5-b6-j7-I8-e9-d10-cActivity3Listentotheshortpassageandfillintheblankswithwhatyouhear.AnswerKey:1.

5、interpersonal2.occasion3.hosting4.hospitality5.rewardingScript:Inordertomakeagoodimpressiononcustomers,agoodinterpersonalrelationshipisessentialtoeitherpersonalorcorporatesuccesswhenpreparingforareception.Firstly,itisagreathelptopracticebasicsocialetiquettewhenyoumeetaguestforthefirsttime

6、.Secondly,itisbesttodressinblackorblueonaformaloccasion.Moreover,youshouldshowawarenessofandrespectforallguestsandtheircustoms.Finallyyoushouldknowsomebasicdiplomacyhostingaforeigndelegation.Inshort,doeverythingyoucantoshowyourhospitalityasahostandyouwillfinditrewarding.10Activity4Jane,se

7、cretaryofEmilyClothingLimitedCompany,ismeetingaguestattheairport.Listentotheconversationandchoosethebestanswertoeachofthefollowingquestions.AnswerKey:1.Mr.Gray2.ABCCompany3.No.Becauseshehadalreadyspokentohimmanytimesoverthetelephone.4.TheGardenHotel5.Theyaregoingtot