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1、Study Objectives掌握机场接客或送客的英语口语表达掌握酒店入住和离店的英语口语表达掌握索赔信与道歉信的英文写法了解常见的西餐礼仪第1页/共54页Tips for Picking Up Visitors When meeting guests for the first time,its of great importance to give the guests a good impression.Here are some tips on picking up guests.vDress in dark colored suits and prepare notice boar
2、d with the names of the visitors.vWhen meeting guests for the first time,well usually have a brief self-introduction and some small talks to warm up the atmosphere.vFor some topics of small talks,you can inquire about the journey.vOffer help with luggage and suggest leaving.vHowever,your attitude co
3、unts most in such occasion.第2页/共54页ContentsPart One Part One DialoguesDialoguesPart TwoPart TwoUseful ExpressionsUseful ExpressionsPart ThreePart ThreeSimple WritingSimple WritingPart FourPart FourExercisesExercisesPart FivePart FiveSocial EtiquetteSocial Etiquette第3页/共54页DialoguesSusan is now at th
4、e airport to pick up her client,Mr.Allen Cole.Since its the first time to meet Mr.Cole,Susan is holding a sign saying“Mr.Allen Cole”at the pick-up point.A man walks toward her.Dialogue OneS:Susan Brown C:Allen Cole H:Hotel Clerk C:Excuse me,are you Ms.Susan Brown?I am Allen Cole from JP Electronic G
5、roup.S:Yes,I am.(Susan holds out her hand and shakes hands with Mr.Cole.)Very pleased to meet you,Mr.Cole.Part 1Part 2Part 3Part 4Part 5第4页/共54页DialoguesDialogue OneC:Nice to meet you,too.And please feel free to call me Allen.S:That would be my pleasure.Can I help you with your bags,Allen C:Oh,thank
6、s.Here you are.S:Our car is waiting outside.Lets go this way.(They are heading to the .)I hope you had a pleasant flight over,Allen.Ive travelled the Europe routes.I know how tiring they can be.Part 1Part 2Part 3Part 4Part 5 Im not big on formalities.11.我不喜欢拘泥于礼节 parking lot22.停车场第5页/共54页DialoguesDi
7、alogue OneC:Exactly.It was a pretty long trip,nearly 14 hours.This one was uneventful except for a little turbulence during the flight.S:Right.Did you feel?C:I think I am fine.It does not affect me too much,as Ive been used to flying .S:Thats good.Let me drive you to the hotel and first.If you dont
8、mind,wed like to accommodate you at Garden Hotel.C:Terrific.Part 1Part 2Part 3Part 4Part 5 jet-lag33.时差 to and fro44.连续往返地;来回地 check in55.登记 第6页/共54页DialoguesDialogue One(At the hotel)H:Welcome to Garden Hotel.How can I help you?S:I have a reservation here for a H:May I have your name and ID card,pl
9、ease?S:Sure.Its reserved under Allen Cole.Here is the passport.H:Just a moment,please,while I confirm your reservation.Yes,we do have it.Its a single room with bath,from 12th to 15th.Is that right?S:Thats right.Part 1Part 2Part 3Part 4Part 5 single room6.6.单人房 第7页/共54页DialoguesDialogue OneH:May I ha
10、ve your credit card?We need a credit card for your room charges and incidentals.C:Here you are.H:Okay,now if you could please verify the room rate here,and sign right here.How many keys will you need?C:Oh,just one.H:Okay,youre all set.Youre in Room 8608.Take the elevators to the 12th floor and it wi
11、ll be on your left.Do you need any help with your bags?Part 1Part 2Part 3Part 4Part 5 on file77.存档 initial next to the X88.用姓名首字母在X旁边签名(注:为了方便客人在特定的地方上签名,一般会在该栏目上打个“X”)第8页/共54页DialoguesDialogue OneC:No,thanks.H:Enjoy your stay with us.(After checking in,Susan is talking about the itinerary with Alle
12、n in his room.)S:Allen,if you dont mind,Id like to discuss with you about the itinerary now.C:No,just go ahead.Part 1Part 2Part 3Part 4Part 5 Im fine with it.9 9.这是用于表示婉拒对方的盛情款待,如添菜,喝饮料或提供帮助等,都可以用这个表达方法除此以外,还可以用“I am Okay with it.”第9页/共54页DialoguesDialogue OneS:Ok.Since you just arrived here,we dont
13、 arrange any activity for you this afternoon,in case you may need some rest.But well have dinner together tonight.Mr.Henry Stevenson will be there,too.Then tomorrow,at 9:30 a.m.,therell be a meeting with Mr.Stevenson.Our car will pick you up at 9:00 a.m.And tomorrow night,Mr.Stevenson will host a di
14、nner party you.Our general manager will also attend the party.On 14th,if you dont have any arrangements,well show you around the city.C:Thank you for your hospitality,Susan.Thats really thoughtful of you.Part 1Part 2Part 3Part 4Part 5 in honour of1010.为向表示敬意第10页/共54页DialoguesDialogue OneS:Youre welc
15、ome.If you need anything,here is my business card.You can reach me on this number.C:Thanks.I really appreciate your help.S:My pleasure.Do you need anything else?C:Oh,I think what I need is a hot shower.Only a hot shower can .S:Ok.So Ill see you at 6:30 p.m.downstairs.C:See you then.Part 1Part 2Part
16、3Part 4Part 5 perk me up1111.(重新)活跃起来,振作精神第11页/共54页DialoguesDialogue TwoS:Susan Brown C:Allen Cole H:Hotel ClerkS:Good morning,Allen.Did you sleep well last night?C:Morning,Susan.Yes.I had a last night.S:Thats good,So have you packed all the stuff?C:Well,I am a .I finished packing last night.All of
17、the important stuff,including passport,money,and tickets are right here.Part 1Part 2Part 3Part 4Part 5Mr.Cole is leaving now.Susan just arrives at the hotel and checks out for him.sound sleep11.睡得好 light packer22.轻便旅行者 第12页/共54页DialoguesDialogue TwoS:Ok.Lets go check out.(Susan and Allen Cole walk t
18、o the hotel .)H:Good morning.May I help you?S:Yes.Id like to check out now.The name is Allen Cole,Room 8608.Heres the key.H:One moment,please,Madam.Heres your bill for three-night stay.Would you like to check and see if the amount is correct?Part 1Part 2Part 3Part 4Part 5 front desk33.前台 第13页/共54页Di
19、aloguesDialogue TwoS:All right.Whats the$14 for?H:Thats for the phone calls you made from your room.Will you be putting this on your card?S:Yes,please.H:Could you sign here for me?S:Sure.H:lHere is your receipt,Madam.Thank you.S:Thank you.Goodbye.Part 1Part 2Part 3Part 4Part 5第14页/共54页DialoguesDialo
20、gue Two(Susan and Mr.Cole walk out of the hotel and get on their car.Soon they arrive at the departure hall of the airport.)C:Well,I guess its really time to say good-bye.In the past three days youve shown great concern for my visit in every respect.Thank you so much for your great hospitality.S:Oh,
21、thats our honour.Were pleased to have you visit us.We are particularly happy because we signed a new trade contract to enlarge our business range to North America.Part 1Part 2Part 3Part 4Part 5第15页/共54页DialoguesDialogue TwoC:So are we.(Loudspeaker,Passengers for London on British Airways Flight 3863
22、,please board at Gate 10.)C:Well,thats my flight.I think I need to go through the and .Thank you again for seeing me off.S:I wish you a happy journey!C:Susan,thank you very much for all your kind assistance.I think half of the fruitful visit should owe to you.Part 1Part 2Part 3Part 4Part 5 Security
23、Checkpoint44.安全检查站 Passport Control55.入境处 第16页/共54页DialoguesDialogue TwoS:Thank you,Allen.I dont think I deserve the praise.I am just doing my job.It is very nice to work with you.I hope we can continue our business relations and keep in touch more often.C:Of course.Good-bye.S:Have a nice trip.Good-
24、bye.Part 1Part 2Part 3Part 4Part 5第17页/共54页DialoguesNew Wordsaccommodate 5kmdeIt v.向提供住处bill bIl n.账单deserve dI5z:v v.应受,值得elevator 5elIveIt n.电梯,升降机formality fR:5mAlEti n.拘谨,礼节hospitality 7hspI5tAlEti n.殷勤,好客incidental 7InsI5dentl n.杂项 initial I5nIFl v.用姓名首字母签名itinerary aI5tInrri n.旅程,行程perk p:k v.
25、恢复,振作Part 1Part 2Part 3Part 4Part 5第18页/共54页DialoguesNew Wordsrate reIt n.价格,费用reservation 7rez5veIFn n.旅馆房间等,预定,预约route ru:t n.路线,路程sign saIn v.签字,写下terrific t5rIfIk a.非常棒的tiring 5taIrIN a.累人的turbulence 5t:bjElns n.湍流,气流uneventful 7QnI5ventfl a.无惊人事件的,平静的verify 5verIfaI v.查证,核实Part 1Part 2Part 3Par
26、t 4Part 5第19页/共54页DialoguesWord Bankbaggage reclaim area 取行李处belongings 随身物品boarding gate 登机口boarding pass 登机牌Bon voyage.一帆风顺duty-free shops 免税店ETD(the Estimated Time of Departure)预定起飞时间immigration&passport control 入境处Queue here.在此排队schedule board 班次表Security Checkpoint安全检查站shuttle bus 穿梭汽车,来回机场Happ
27、y landing.祝您安全抵达terminal 终点站,总站trolley手推车Part 1Part 2Part 3Part 4Part 5第20页/共54页Useful Expressions很高兴欢迎您来到北京1.Its a great pleasure to welcome you to Beijing.我代表环球资源公司,欢迎您来到北京2.On behalf of Global Source Inc.,Id like to welcome you to Beijing.Part 1Part 2Part 3Part 4Part 5 For Meeting Customers我会在8号到
28、达口,举着牌等您3.Ill hold up a sign and wait for you at the Arrival Gate No.8.我会在停车场等你你一取回行李时,请立刻打我手机4.Ill be waiting at the parking lot.As soon as you claim your luggage,please call my cell right away.第21页/共54页Useful ExpressionsPart 1Part 2Part 3Part 4Part 5我的车是黑色的,车牌号为GS1265.My car is black with licence
29、plate No.GS126.我已备好车子,在外面等着送我们去酒店6.I have a car waiting outside to take us to your hotel.在停留期间,您是否想去参观一些地方?7.Are there any sights youd like to see while youre here?For Meeting Customers让我们边喝咖啡边确认一下日程表吧!8.Lets confirm the schedule over a cup of coffee.第22页/共54页Useful ExpressionsPart 1Part 2Part 3Part
30、 4Part 5有几个稍微更改过的地方9.There are a couple of minor changes.这是我的名片,6点以后,可随时打这个电话,白天可以打到我办公室来10.Heres my business card.You can call me on this number any time after six or at my office during the day.For Meeting Customers第23页/共54页Useful ExpressionsFor Seeing Off到目前为止,我所看到的一切都给我留下了深刻的印象1.Everything Ive s
31、een so far is very impressive.我很感谢您的一番厚意2.I thank you for what you have done for me.Part 1Part 2Part 3Part 4Part 5感谢您的热情款待3.Thank you for your warm reception and hospitality.能跟您一起工作实在是我的荣幸4.It has been a great pleasure working with you.第24页/共54页Useful ExpressionsPart 1Part 2Part 3Part 4Part 5For See
32、ing Off行李都打包好了吗?5.Have you got everything packed?世上没有不散的宴席(或:一切美好的事物皆有终结之时)6.Well,as they say all good things come to an end.只是想简单地跟您说再见,希望你身体健康 7.Well,theres nothing for it but simply to wish you well and say goodbye.我们希望您旅途愉快,一路顺风8.We wish you a safe and pleasant journey home.第25页/共54页Useful Expre
33、ssions感谢您从百忙之中抽空到这儿为我送行9.Thank you for taking time off from your busy jobs to come here to see me off.Part 1Part 2Part 3Part 4Part 5在您的帮助下,我们在中国的访问非常顺利并富有成果10.Our trip in China has gone smoothly and fruitfully with your help.For Seeing Off第26页/共54页Sample WritingSection 1:Letter of Claims v At the be
34、ginning of your letter,indicate that you are making a claim and specify the type of claim that you are making(e.g.,an insurance claim).v Describe the specific circumstances or details of the claim(for example,that a product is defective or the details of an accident).Give all relevant facts concerni
35、ng the claim.Part 1Part 2Part 3Part 4Part 5 The purpose of writing claim letters is to get better service,and hope for quicker and better settlement for the problem.The followings are the tips for writing effective claim letters.第27页/共54页Sample WritingSection 1:Letter of Claims vIndicate the dollar
36、amount that you are claiming or what action you would like the reader to take and the date by which you expect the action to be taken.v Be sure to remain courteous and respectful.Even if you feel you have been wronged,maintain a professional,though assertive,tone at all times.Part 1Part 2Part 3Part
37、4Part 5?第28页/共54页Sample Writingv 在信开头提出你要索赔,具体说明你要进行哪类索赔(如保险索赔)v 描述具体的事情或索赔的细节(比如,产品的损坏或意外发生的细节)给出所有相 关的事实证明v 说明你要索赔的金额,或你所希望读信者将会采取怎样措施,以及采取补救措施的 时限v 语气要保持礼貌即使你深受委屈,也要时常保持一种专业又坚定的态度 Part 1Part 2Part 3Part 4Part 5 索赔信的目的是为了获取更好的服务,对已出现的问题求得尽快的妥善的解决以下是有关索赔信的提示:Section 1:Letter of Claims 第29页/共54页Samp
38、le WritingSample Part 1Part 2Part 3Part 4Part 5Dear Mr.Black Order No.768197We have recently received a number of complaints from customers about your ball-pens.The pens are clearly not giving satisfaction and in some cases we have had to refund the purchase price.The pens complained were about the
39、batch of one thousand supplied to our order No.768197 of 12th April.This order was placed on the basis of a sample pen left by your representative.We have ourselves compared the performance of this sample with that of a number of the pens and there is little doubt that many of them are faulty.Some o
40、f them leak and others fail to write without rubbing.第30页/共54页Sample WritingSample Part 1Part 2Part 3Part 4Part 5The complaints received relate only to pens from the batch referred to.Ball-pens supplied before these have always been satisfactory.We are therefore writing to ask you to accept return o
41、f the unsold balance amounting to 937 pens in all and to replace them by pens of the quality our earlier dealings with you have led us to expect.Please look into the matter as one of urgency and let us have your reply as early as possible.Yours sincerely.J.HendersonJ.Henderson Purchasing Officer第31页
42、/共54页Sample Writing An effective letter of apology is an important part of business process and can actually improve a relationship.Part 1Part 2Part 3Part 4Part 5Section 2:Letter of Apologyv When writing an apology letter,offer your apology in the beginning of the letter and state the problem clearl
43、y.v Give some explanation for what happened.And focus on what actions you are taking to rectify the problem.v At last,assure the reader that such thing will not happen again.第32页/共54页Sample Writing 一封有效的道歉信在业务中起到很重要的作用,而且可以改善双方的关系 Part 1Part 2Part 3Part 4Part 5v 在写道歉信时,在信的开头要写上道歉,清楚地说明问题v 然后再陈述问题发生的
44、原因重点是你将会如何做去弥补错误v 最后,向对方保证此类事情不会再发生 Section 2:Letter of Apology第33页/共54页Sample WritingSample Part 1Part 2Part 3Part 4Part 5Dear Mr.HendersonRe Order No.768197We very much regret to learn from your letter of 12th April that the quality of ball-pens is not satisfactory.In fact this matter has caused u
45、s a good deal of concern.We will certainly replace them and have in fact already done so.Replacements have been sent by parcel post this morning.We ourselves have tested a number of ball-pens from the production batch you refer to and agree that they are not perfect.The defects have been traced to a
46、 fault in one of the machines and this has been put right.第34页/共54页Sample WritingSample Part 1Part 2Part 3Part 4Part 5We are arranging to send you one thousand pens to replace the unsold balance of 937.Please return the latter to us carriage forward.The extra sixty-three pens we are sending you with
47、out charge will enable you to provide free replacement of any further pens about which you may receive complaints.We look forward to receiving your further orders and assure you that they will be filled correctly.Yours sincerelyDavid BlackDavid BlackProduction Manager第35页/共54页Exercises Listen to the
48、 following passage carefully and fill in the blanks according to what you hear.1.Listening.A secretary is often involved in 1 visitors from other parts of the country or even overseas.Careful preparations must be made and 2 of the activities required needs be drawn up.Its also helpful that the secre
49、tary does a little discreet background research on the 3 guests.Part 1Part 2Part 3Part 4Part 5receiving and entertaining _a checklist _distinguished _第36页/共54页Exercises1.Listening.Part 1Part 2Part 3Part 4Part 5 The secretary should,on his or her own 4 inquire whether any help is needed or what their
50、 concern is really at the moment when the foreign guests arrive in the visited country such as 5 return bookings,6 calling home and even washing.Only when all this has been settled,their minds will be much more receptive to the 7 of the beauties of the city concerned.The secretary should appear 8 tr