Chapter Ⅲ Daily Business

Section One Reception

Part A Situational Dialogues

Dialogue 1

Background：The client Mr. Green pays a visit to Beijing Far East Import&Export Company.He wants to discuss the details about the sales of his new equipment with the general manager Mr.Smith.As he didn't make a previous appointment, he failed to meet the manager himself.He is received by the secretary Cathy Lee, who offers him help.

A：Cathy Lee B：Mr.Green

A：Good afternoon, sir. Can I help you？

B：Yes. I'd like to meet your general manager.Here's my card.

A：Thank you, Mr. Green.I'm afraid our general manager Mr.Smith didn't know you're here.

B：You're right. We didn't make an appointment.Is it possible for him to see me now？

A：I'm sorry, Mr. Green.Mr.Smith is out now, and he won't be back until 3：30 pm.

B：That's too bad.

A：Can the Assistant Manager meet you instead？

B：I'm afraid not. I've discussed the details about the sales of our new equipment with Mr.Smith on the telephone.I doubt if the Assistant Manager would know about it.

A：How about making another appointment？

B：That's a good idea. I'll be here the day after tomorrow，9：30 am.Is that all right？

A：Let me check and see. Yes, Mr.Smith is available in the whole morning.I'll call you to confirm as soon as he is back.

B：Thank you.

A：You're welcome.

Dialogue 2

Background：The general manager Mr. Smith and the secretary Cathy Lee are at the Canton Fair.Cathy is approaching the customers at the exhibition stand.

A：Cathy Lee B：the Customer

A：Good morning, sir. Welcome to our stand.

B：Good morning.

A：These are the samples of our company's products. Please take your time.

B：Thank you. I'd like to know your main products.

A：Here're the samples and brochures of the latest products.

B：Great. I'm interested in your products.May I keep one sample for reference？

A：Certainly. Could you please leave your business card and we can contact you whenever needed？

B：Here you are.

A：You're welcome to browse our company's website. Here's our working name-card.You may contact our staff anytime.

B：I really appreciate it.

A：Thank you for your visit and have a nice day.

Dialogue 3

Background：Cathy Lee, secretary of Shanghai Toy Company, meets the client Mr. Green from America at the airport.Cathy makes a self-introduction and inquires about Mr.Green's flight.

A：Cathy Lee B：Mr.Green

A：Excuse me, but are you Mr. Green from the International Trading Company？

B：Yes. I'm Mike Green.

A：Nice to meet you, Mr. Green.I'm Cathy Lee, secretary to the general manager Mr.Smith of Shanghai Toy Company.

B：Nice to meet you, too, Miss Lee. I have the feeling that we have known each other for a long time.

A：Yes. We've talked to each other for so many times on the phone.I'm so glad to see each other face to face.

B：Me too.

A：How about your flight, Mr. Green？

B：Terrific！The flight was smooth, and the service was good, too. What's more, I had a sound sleep.

A：I'm glad to hear that！All your baggage is here？

B：Right. A suitcase.

A：Good. We have a car over there to take you to your hotel.Shall we go, then？

B：OK. Let's go.

Practical Sentences

1.Good morning, sir/madam！What can I do for you？

早上好，先生/女士！我能为您做什么？

2.May I have your name, please？

请问您贵姓？

3.I have an appointment with Mr.Zhang at 9：30 am.

我和张先生约好在上午9：30见面。

4.Welcome to our company.We have been expecting you.Please seat yourself.I'll call Manager Wang.

欢迎光临我们公司，我们一直期待您的来访。请先稍坐一会儿，我告诉王经理。

5.Please follow me, and I'll take you to his office.

请跟我来，我带您去他的办公室。

6.Please leave your card here, and I'll contact you later.Is that OK？

请赐名片，过些时候我再给您联系。这样可以吗？

7.Welcome to our exhibition hall.Please take your time to look at our products.

欢迎光临本展厅，请随意观看我们的产品。

8.I'm glad to have the opportunity to introduce to you our newly-developed products.

我很高兴有机会向您介绍我们最新开发的产品。

9.Excuse me, but are you Mr.Watson of American Top Management Incorporated？

请问您是来自美国托普管理有限公司的华生先生吗？

10.How do you do？My name is Judy Wu from Shanghai Import and Export

Corporation. I've come to meet you.

您好。我是上海进出口公司的朱迪·吴，我是专门来接您的。

Oral Practice-1

Make up dialogues in pairs according to the situational background.

Situation：The secretary Cathy Lee is familiar with the client Mr. Bush, who pays a visit to her company.Cathy greets Mr.Bush and offers him drink.

Oral Practice-2

Directions：Mini-presentation. You are asked to give a short talk about three minutes on a business topic with one-minute preparation.

What is important when welcoming a client to your company？

●Introduce yourself and shake hands

●Offer drink

●Make small talk

●……

Part B Reading Module

Reception

Receiving visitors and guests is an important part of the secretary's daily routine in the office. Most secretaries start from doing reception.It's easy to say but hard to do as a receptionist.Here's a job advertisement for receptionist, from which we can see how to do the reception well and how to become a qualified receptionist.

1.Job Purpose

Provide host services to visitors as well as other correspondences at the reception desk, which help in maintaining a good“First Impression”of the Company.

2.Principal Responsibilities

-To ensure a friendly and helpful reception to all the visitors and incoming calls and set up a good image for our company, screen calls and take message if any；

-Responsible for air ticket, train ticket booking, ensuring it is according to company's travel policy, collecting the receipt of ticket when prepares for monthly reimbursement, and allocating the expense to every cost centre；

-Responsible for domestic and international mail's sending and dispatching, as well as letter, newspaper, sample, DHL and so on, and preparing for claim according to each cost centre；

-Arrange accommodation for visitors, including airport pickup（if any），hotel reservation, vehicle arrangement from hotel to office, lunch or dinner, etc.，and pay attention to who will take this expenditure；

-Allocate the telephone bill to each cost centre monthly and payment requisition；

-To order the office stationery according to each department's requirement, and prepare for monthly expense allocation；

-To collect reservation of the meeting room, and to ensure the meeting rooms are available, clean, the facilities in which are on work situation；

-Keep all stationery, projector, conference call equipment, if someone borrows it, make registration.

3.Personal Specification

-Associate degree or above；

-Good telephone skills and communication skills；

-Pleasant and amiable；

-An attention to details；

-Good sense of services；

-Fluent English and Mandarin proficiency；

-PC literate especially in MS office applications.

Reading Comprehension

Directions：Decide whether the following statements are true or false according to the text.

1.（）Receiving visitors and guests is the most important part of the secretary's daily routine in the office.

2.（）It is easier said than done to be a qualified receptionist.

3.（）The receptionist must be beautiful in order to maintain a good“First Impression”of the company.

4.（）The receptionist's major responsibility includes air ticket and train ticket booking.

5.（）The receptionist should allocate the telephone bill to each cost centre weekly.

Part C Writing Module

Notes

便条是一种非正式书信体，用词简洁、形式自由，常使用缩略形式，如：tel no.代替telephone number。使用第一人称，有时常常省略主语。便条的种类很多，包括留言（Message）、请假条（Leave or Absent Permits）、提示语（Signs&Notes）、标示语（Notice as Public Signs）等。如果便条的形式稍微正式一些，在公司内部用于提醒或督促接收人做好某事，这样的便条又可称为备忘录（Memo or Memorandum）。不过，备忘录的称呼语比较正式，不常用缩略形式。

Specimen-1

Lily，

Can't find the name or tel no. of the customer, who phoned yesterday morning about the participation fee of the AutoShow to be held on October 19th.If you got it, could you give it to me asap？

Thanks，

Tom

Specimen-2

To：All National Sales Managers

From：Mike Smith, Sales Director

Date：July 9th，2016

Subject：International Sales Conference

Our International Sales Conference will take place from October 28thto 31stin Sydney. I will send details of the hotel later.Please go ahead and book your flight to Sydney now, and note that you need to arrive in Sydney by 13：00 on the October 28th，because we will have a reception party on the same day.

Please contact me in case of any difficulty.

Practical Sentences

1.English Training Courses for the staff will be held at the training center from October 10thto 24th.

从10月10号到24号，为员工举办的英语培训课程将在培训中心开课。

2.Please E-mail me the names of all interested staff of your department by Friday, September 29th.

请在9月29日星期五前将你部门所有有兴趣参加的职员名单用电子邮件发给我。

3.Owing to the good performance of the company, the Board of Director has decided to pay an annual bonus to all employees.

鉴于公司良好的业绩，董事会决定给所有职员发年终奖。

4.Please kindly remember me to your general manager.

请代我向贵公司总经理问好。

5.I feel regretful that I am unable to be at work due to a sudden attack of illness this morning.

由于今晨我突患疾病而不能上班，深感歉意。

6.I am enclosing here with a certificate from the doctor who is attending me.

随信附上就医医生的病假证明。

7.Hoping my absence will not give you any inconvenience.

希望我请假不会给您带来不便。

8.Please keep gateways clear.

请保持通道畅通。

9.No smoking in offices.

办公室请勿吸烟。

10.Please don't hesitate to call Extension 2288 in case of any problem.

如有何疑问，请致电2288分机。

Practical Writing

Directions：Look at the memo below from John Woods to all Training Offices. Rewrite it as a personal note from John to Karen Mitchell.

To：All Training Officers

From：John Woods, HR Manager

Date：September 16th，2016

There will be a meeting on Wednesday September 25thto discuss the training schedule. Please prepare your proposals by September 20thand make sure that everyone has a copy in advance.

Part D Exercises for Consolidation

I.Fill in the blanks with words or expressions given.Change the form if necessary.

reception reimbursement accommodations amiable proficiency break an appointment on the Internet for reference set up a good image allocate……to……

1.The boss interviewing her seems very_________，so she feels less nervous.

2.As monitor of the class, you should_________before all the students.

3.Delegates gave him a warm_________as he called for more spending on education.

4.They intend to_________more places_________mature students this year.

5.The affair has become a hot topic_________.

6.We need a secretary with a high level of oral_________in English and Japanese.

7.You can't rely on him who always_________.

8.Enclosed please find a copy of price list_________.

9.We would like to offer you the_________for any loss or damage caused by our company.

10.More and more travelers are looking for bed and breakfast_________in private homes.

II.Translate the following Chinese sentences into English, and read them out.

1.请问总经理张先生现在有空吗？

2.恐怕张先生现在没空，他正在开会。

3.请您去他的办公室好吗？电梯在这边。

4.您好。我是上海进出口公司的朱迪·吴，我是专门来接您的。

5.总经理布朗先生让我代表他来接您，我叫伊娃·张。

III.Listen to the recording and fill in the blanks with words, phrases or sentences.

A：Good morning, sir. 1 to Shanghai A&B Company. What can I do for you？

B：I'd love to see your 2 ，Mr. Yang.

A：May I have your name please, sir？

B：Mike Brown with British Tri-Star Company.

A：Well, Mr. Brown.Mr.Yang is 3 at the moment.Please wait for a minute.I'll tell him you're here.

B：Thank you.

A： 4 .

（After a while）

A：I'm sorry, Mr. Brown.Mr.Yang will be here 5 you in half an hour.Would you mind 6 ？

B：It doesn't matter. I'm waiting here.

A：Well, Mr. Brown.What would you like to drink， 7 ？

B：Green tea, please.

A：Good. 8.