ReceptionandCommunication(接待與溝通)

1、Task Eight Reception and Communication 1.1 GoalsKnowledge GoalsKnow about the general procedure of foreign affairs reception.Be familiar with the content and variety of foreign affairs reception.Master the written format, method and relevant precautions of reception program of foreign affairs.Learn

2、about the three main terms of payment.Know about the differences in business communication style and work ethic between the Chinese and the Americans.Learn to write terms of payment, insurance and shipment in English.Ability GoalsTake the initiative to know about the visitors basic situation and int

3、ention.Be capable of making reception program.Have the ability of writing terms of payment, insurance and shipment in English.1.2 Case Mary is an expert secretary that has done the reception for many years. Based on her many years experience, she has summarized a set of reception work procedure of h

4、igh standard which is as follows: First, make leaders intention clear. Second, draw up a reception plan according to their intention. Finally, submit the plan to leaders. The following should be considered: 1) The visitors name and company name; 2) The general situation of contract item; 3) The purp

5、ose, demand, number of people, sex, identity, living habits and date of arrival; 4) Agenda for the day, standard, number of times, time and place of the meeting, banquet and entertainments and so on; 5) Determine a higher management with corresponding identity to be responsible for the reception; 6)

6、 Select a full-time accompanying person; 7) Decide the name list of the chief negotiator with corresponding business and other negotiators, interpreters and support crew.1.3 Picture Lead-in1.4 Topic Reading1.The Responsibility, Content and Variety of ReceptionThe Responsibility of ReceptionAnswering

7、 and transferring all incoming calls professionally Receiving and recording all incoming letters & mails and distribute them to the responsible person timely & accordingly Collecting or recording all outgoing letters by ordinary letter, register letter or Express Visitor registrationReceiving guests

8、 at the front desk, manage visitors book and notify office staff upon visitors arrivalEnsuring the safety and security of office by controlling in/out visitors, reporting to the Office Management Administrator immediately for any unusual situation Coordinating & booking meeting rooms within the comp

9、any, providing drinks service if necessary Booking air tickets, hotels to facilitate travel plans Arranging car service / courier service for the office Being coordinator to work with other department to smooth operation of whole office Arranging office operations Other assignments from Management T

10、eam The Content and Variety of Reception Reception refers to arranging with and entertaining visiting guests. A complete reception task includes visitors, receivers, visiting intention and ways of reception.According to different objects and purposes, the content of reception is not the same, which

11、is as follows:1) On the basis of the visitors intention, reception is divided into official reception, conference reception, inspection and checking reception, visit reception, business operation reception, technical investigation reception and other reception.2) According to the visitors different

12、country or region, reception falls into reception of foreign guests and reception of domestic guests.3) In light of whether the visitor has made an appointment or not, reception is classified into the reception with appointment and the reception without appointment.4) According to different levels,

13、reception can be divided into high-level reception, equal reception and low-level reception. Exercises:Please discuss the following question: Whats the secretarys responsibility in office reception？2. Receiving Visitors Receiving Visitors in the OfficeMary is the secretary to Mr. Smith, who is the s

14、enior partner of Mr. Henry in an Advertising Company. One day, Mr. Smith told Mary that he had to handle an emergency and could not see Miss Joy, a customer who had made an appointment with him because he had to be involved with a report. Mr. Smith asked Mary to cancel the appointment with Miss Joy

15、and then went out. At that moment, Mr. Henry came in the office and let Mary deliver a paper for him. Mary went out without calling off the appointment with Miss Joy. She came to see Mr. Smith. Mr. Henry arranged for her in a reception room waiting for Mr. Smith. After an hour, Miss Joy went to the

16、office again for Mr. Smith. When Mary saw Miss Joy and thought of what Mr. Smith had asked her to do. She felt very sorry and apologized to Miss Joy for treating a valued client in such a thoughtless way. Exercises:Please describe the story in reading activity 2 in your own words3. Three Main Terms

17、of Payment Three main terms of paymentTerms of payment are decided between the seller and the buyer through negotiation. There are three main terms of payment in foreign trade: Remittance，Collection and Letter of Credit. Letter of Credit is a kind of bank credit, a usually adopted method.There are t

18、hree kinds of Remittance: M/T (=Mail Transfer), T/T (=Telegraphic Transfer) and D/D (=Demand Draft). There are two kinds of International Collection: Clean Collection and Documentary Collection. The latter is usually practiced for payment divided into two groups: D/A (=Documents against Acceptance)

19、and D/P (=Documents against Payment)Usually the distance of transportation of goods from the exporter to the importer is far away. To protect the goods from possible loss, the importer or exporter generally covers the goods with an insurance company before transportation. Shipment is very important

20、in the international trade. The usual ways for carrying goods can be by land, by inland waterway, by sea or by air, which are chosen according to the nature of the product, the distance to be shipped, time limit or freight cost.Exercises:Discuss the following questions with your partner.1. What are

21、the three main terms of payment?2. Which method, a kind of bank credit，is usually used among the three kinds of terms of payment? 3. Do you know the three kinds of Remittance?4. Say something about the two kinds of International Collection?4. Differences in Business Communication Style and Work Ethi

22、c between the Chinese and the AmericansThere are at least two differences in the way of business communication between Chinese and American businessmen. First, Chinese businessmen tend to have business negotiations in a rather indirect manner, as opposed to the more direct manner of American busines

23、smen. The Chinese take time to learn if their prospective business contacts are really reliable, for example, by inviting them to a party and socializing with them. In contrast, the Americans act with the “get-down-to-business-first” mentality. Second, the decision-making process of Chinese companie

24、s is generally slow and time-consuming. This is because most Chinese companies keep to the “bottom-up, then top-down and then bottom-up” decision-making principle which involves many people at different levels. American companies, on the other hand, usually operate with quick decisions made by the t

25、op management.Most Chinese view work as essential for having membership in a community. They believe that work allows them to have the sense of belonging to a community. In other works, work is necessary for them to gain social acceptance in the society. While the Chinese work ethic is based on soci

26、al pressure and community belonging, the American work ethic seems to be more individual oriented. Traditionally, they work because it is the will of God, and they often value the results and accomplishments of work more than its process.Exercises:Discuss with your partner about the differences in b

27、usiness communication style and work ethic between the Chinese and the Americans.5. The General Procedure of Foreign Affairs ReceptionGeneral procedure of foreign affairs reception is as follows:Collecting guest information and judging the visitors intentionDrafting a reception plan Preparing recept

28、ion materials Arranging the meeting work 1) The reception staff should accurately understand the number and route of vehicles as well as scheduled arrival time to arrange everything well. 2）Arranging the receiving, escorts and interpreters.3）Arranging vehicles and hotel roomsMaking the schedule by d

29、iscuss with foreign guestsArranging meeting and talks EntertainingVisiting and inspectingArranging daily lifePresenting giftsSaying good-byeExercises:Can you tell us what the general procedure of foreign affairs reception is?Notes 1. Answering and transferring all incoming calls professionally 專業(yè)回復(fù)和

30、轉(zhuǎn)接所有打入電話2. Receiving and recording all incoming letters & mails and distribute them to the responsible person timely & accordingly. 及時(shí)和相應(yīng)的接收、記入所有的接收的信件和郵件并且把它們分發(fā)給負(fù)責(zé)人3. Collecting or recording all outgoing letters by ordinary letter, register letter or Express 以平信、掛號(hào)信或快遞的方式收集或記錄所有的寄出得得信4. Visitor reg

31、istration 來(lái)賓登記5. Receiving guests at the front desk, manage visitors book and notify office staff upon visitors arrival 在前臺(tái)接待來(lái)賓，管理留言簿，客人一到通知辦事處工作人員6. Ensuring the safety and security of office by controlling in/out visitors, report to the OfficeManagement Administrator immediately for any unusual si

32、tuation 通過(guò)控制來(lái)往客人，確保安全和辦公室安全，有任何異常情況，立即向辦公室管理人員報(bào)告7. Arranging car service / courier service for the office 為辦公室安排汽車服務(wù)/ 快遞服務(wù)8. Being coordinator to work with other department to smooth operation of whole office 與其他部門協(xié)同工作，充當(dāng)協(xié)調(diào)員使整個(gè)辦公室的工作順利運(yùn)行。10. make an appointment with somebody與某人約會(huì)11. be involved with

33、 涉及12. call off v. 取消, 放棄13. arrange for v.安排14. a reception room n.接待室, 會(huì)客室15. in such a thoughtless way 以這樣粗心的方式16. terms of payment =modes of payment = methods of payment 付款條件17. Letter of Credit 信用證18. M/T = Mail Transfer信匯19. T/T = Telegraphic Transfer 電匯20. D/D = Demand Draft即期匯票21. Clean Coll

34、ection 光票托收22. Documentary Collection 跟單托收23. Documentary Collection is usually practiced for payment跟單托收通常實(shí)行付款24. D/A = Documents against Acceptance 承兌交單25. D/P = Documents against Payment付款交單26. to protect the goods from possible loss為了保護(hù)貨物免受可能的損失。 protect from保護(hù)27the importer or exporter generall

35、y covers the goods with an insurance company before transportation.進(jìn)口或出口商通常在運(yùn)輸前將貨物在保險(xiǎn)公司投保。28. usual ways for carrying goods can be by land, by inland waterway, by sea or by air 通常采用陸路，內(nèi)陸水路，海陸或航空方式運(yùn)送貨物。29. time limit 期限, 限期30. collect guest information 收集客人信息31. arranging the meeting work安排迎接工作32. ar

36、range the receiving, escorts and interpreters安排好迎接、陪同人員和譯員33. make the schedule確定日程安排34. visiting and inspecting參觀考察New words and expressions1.5 Situational Dialogues Dialogue OneScene: Mary is having a talk with Mr. Smith, her boss discussing how to interview people applying to the work of office r

37、eception.S: Mr. Henry Smith M: MaryM: Mr. Smith, Id like to talk about interviewing people applying to work as a receptionist in my company.S: Well, first of all, a receptionist is required to be decent and smart all the time because she is the first person to receive visitors. M: That is why I see

38、many receptionists dressed in nice attracting clothes in every big place such as hotels and restaurants.S: Yes. Not only being smart, but also keeping a smile on their faces in order to make the customers feel at home when they go to those places. Even if the receptionist had a quarrel at home, she

39、should have a smile on her face.M: Youre funny, Mr. Smith, but its true because quality is the important thing in service industry. S: Since the receptionist is to receive different people with different age and language, it is good for her to know at least three foreign languages in order to be abl

40、e to help a number of foreign visitors with difficulties.M: Mr. Smith, what you are saying is right. I remember when I was in a certain hotel; I tried to explain to the receptionist to book for me a train ticket for the next morning. No matter how much I tried to explain to her, she could not unders

41、tand because she could only understand a few words of that language. I really got hard time there.Notes: 1. first of all adv.首先2. require sb. to do sth. 要求某人做某事3. all the time 始終4. feel at home 感覺(jué)自在 5. have a quarrel with sb. 與某人吵架6. service industry 服務(wù)行業(yè)7. a number of 許多的8. a certain 某一9. no matter

42、 how 不管如何10. sth. happen to sb. 某事發(fā)生在.人身上11. short temper 急性子，脾氣暴躁12. this and that 各種各樣的New words and expressionsDialogue TwoScene: Mary is having a discussion on interviewing someone applying for a job as a receptionist in the office with Mr. Smith.M: Mary S: SmithS: Hello, Mary.M: Hello, Mr. Smit

43、h.S: I want to ask you a few questions about interviewing a receptionist in the office.M: Your questions are highly welcomed, Mr. Smith.S: Firstly, how can someone introduce himself in short? M: Tell his name and age. And then introduce his graduate college, showing his papers. I think grades are ve

44、ry important. S: Ok. Secondly, tell me how a good receptionist should attract people to come again for more services in any place.M: A receptionist should dress well because it can give people a good impression. At the same time she should have a good smile immediately people enter into a certain pl

45、ace to ask for services.S: How about the situation when people come, the receptionist gives them a smile without saying a word? Do you think she is not fit for the job as a receptionist?M: I dont think so, but for me, I think good words like “you are welcome”, “sir “or “madam” can make someone feel

46、he is in the right place at that time.S: Ok, Mary. That really makes a difference. How many languages can you speak, Mary?M: I can speak English, Spanish and French fluently. S: Good. How often do you practice your Spanish? Because I am sure it is easy to forget some words when you take long not to

47、speak that language.M: You are right, Mr. Smith. It is easy to forget foreign languages, especially when it is not your mother tongue. I have many Spanish novels, so I read them during my free time. I also have Spanish friends on my yahoo messenger and QQ. So we usually chat and they teach me some n

48、ew words in the language, plus asking them some questions.S: I like the way you have answered the questions. You can be a good receptionist.M: Thank you, Mr. Smith. Bye.S: Youre welcome, Mary. Bye.Notes:1. apply for 請(qǐng)求, 申請(qǐng)2. in short簡(jiǎn)而言之3. enter into進(jìn)入4. make a difference 緊要; 發(fā)生影響New words and expre

49、ssionsUseful expressions1. Mr. Smith rang up Miss Mary informing her of paying attention to publicity, packaging and sales orders and then waiting for him to come to some decision. 史密斯先生給瑪麗小姐打電話通知她注意宣傳，包裝和銷售訂單，然后等候做決定。2. Put out publicity material 生產(chǎn)宣傳資料3. When the products come off the assembly lin

50、e, please supply us with adequate packaging materials. 當(dāng)產(chǎn)品離開(kāi)裝配線時(shí), 請(qǐng)?zhí)峁┙o我們足夠的包裝資料。4. Distributors put in much bigger orders than anticipated. 批發(fā)商比預(yù)期的訂單更多。5. We attended the yearly meeting at the Chamber of Commerce. 我們出席了年度的商會(huì)。6. Yesterday we discussed some alteration to the plan. 昨天我們把計(jì)劃中的改動(dòng)之處討論一下。7.

51、 I couldnt get a hotel for you to put you up. 我給你找不到旅館提供食宿。8. I have applied for a transfer. 我已經(jīng)申請(qǐng)職務(wù)調(diào)動(dòng)了。9. Up to date, bread has run out. 到目前為止，面包已經(jīng)用完。10. In connection with or with regard to the above-mentioned products have been delivered. 關(guān)于上述產(chǎn)品已交付。1.6 Writing SkillsInvoiceThere are many forms of

52、 invoices. The following is one of them. PROFORMA INVOICETerms of PaymentTerms of payment are decided between the buyers and the sellers through negotiations. Here are letters written about terms of payment. Sample OneAsking for Acceptance of Document against AcceptanceSample Two:Informing L/C Being

53、 OpenedWords and expressions used in letters about terms of payment:InsuranceGoods transported may be damaged on the way, so insurance should be made. Whether the buyer or the seller covers the insurance depends on the terms of payment and the result of the negotiation between the both sides. There

54、are many kinds of insurance to be chosen according to the feature of the goods and ways of transportation. Sample One:Asking the Buyer to Cover InsuranceSample Two:Asking the Seller to Cover InsuranceWords and expressions used in letters about insurance:ShipmentAfter the contract has been signed, th

55、e seller should arrange shipment within the prescribed time. Both the buyer and the seller should contact each other regularly. The letters are always about shipment instructions, shipping advice or other details about shipment. Sample OneShipment Instruction Sample Two:Shipping AdviceWords and expr

56、essions used in letters about shipment:Useful expressions used in letters about terms of payment, insurance and shipment:1. In order to pay your account, we enclose a draft. 寄上匯票，以支付賬款。 2. Our practice is to accept confirmed, irrevocable L/C available by draft at 30 days after sight. 我們的通常做法是接受保、不可撤

57、消信用證，見(jiàn)票后30天付款。 3. As your request, we will grant you terms of payment as D/A. 應(yīng)你方要求，我方準(zhǔn)許采用承兌交單。4. Please open a confirmed, irrevocable L/C 30 days before shipment. 請(qǐng)于裝船前30天開(kāi)立保兌、不可撤消信用證。 5. We regret to inform you that we have to turn down your request for D/A, because we only accept L/C. 非常遺憾，我們不得不拒

58、絕你方采用承兌交單的要求，因?yàn)槲覀冎唤邮苄庞米C。 6. The goods under your order No.7658 are ready for shipment. Please expedite your L/C at the bank of China. 你方7658號(hào)訂單項(xiàng)下貨物已經(jīng)備妥，請(qǐng)盡快于中國(guó)銀行開(kāi)立信用證。 7. Please cover the insurance at your end. 請(qǐng)?jiān)谀闾庌k理保險(xiǎn)。8. We have covered the goods against All Risks. 我們已為貨物投一切險(xiǎn)。9. We will make the in

59、surance at this end for the goods under the contract No.13 against All Risks. 我們將在我處為13號(hào)合同項(xiàng)下貨物投一切險(xiǎn)。10. Insurance is to be covered by the seller against WPA and War Risks.賣方應(yīng)投水漬險(xiǎn)和戰(zhàn)爭(zhēng)險(xiǎn)。11. We shall cover the commodity for 20% above the invoice value. 我們將按發(fā)票金額120% 為貨物投保。12. If you desire us to insure against that risk, well have to charge an extra premium. 如果貴方希望我方投那種險(xiǎn)別，我們將不得不收取額外費(fèi)用。 13. We should appreciate it i