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Unit 8 Receiving Visitors

本次课标题: Unit 8  Receiving Visitors

授课班级

上课

时间

   月 日 第       

上课

地点

     日 第    

After completing this lesson, students should be able to:

--understand the procedures involved when receiving business visitors;

--effectively use communication skills to:

Ÿ           receive business visitors who have an appointment;

Ÿ           receive business visitors who do not have an appointment;

Ÿ           meet the visitors at the airport; participate in small talk about travel, weather or accommodation.

教学

目标

能力(技能)目标

知识目标

▲能力总目标: able to effectively use communication skills

▲能力子目标:

1.1 receive business visitors who have an appointment;

1.2 receive business visitors who do not have an appointment;

1.3 meet the visitors at the airport;

. understand the procedures involved when receiving business visitors;

重点

难点

解决方法

教学重点: understand the procedures involved when receiving business visitors

教学难点:effectively use communication skills to participate in small talk about travel, weather or accommodation.

解决方法:

make students able to understand the procedures involved when receiving business visitors

by role-play activity

参考资料

1.马龙海,《新视野商务英语视听说》上册,北京:外语教学与研究出版社,20081

【步骤一】                                                      (时间:10分钟)

I. Discussion(课堂讨论):  Work in pairs. What do you do and say when you receive a business visitor at your office or meet him/her at the airport for the first time? How important are first impressions? What effect does the initial contact have on future relations? (open)

【步骤二】                                                      (时间:45分钟)

II. Sum-up(总结客户接待的语言要点):

1. Receiving visitor at the office (在办公室接待访客)

  Asking for names/identification of the visitor

Are you Miss/Mr. … from …?

May I have your name, please?

Yes, I am. I represent …

Asking the purpose of the visit

Could you tell me the purpose of your visit?

I’ve come to discuss the possibility of establishing business relations with your corporation.

Asking the visitor to wait

Wait a few minutes, please. I’ll phone through to his secretary.

Take a seat, please. I’ll ask his secretary to come to meet you.

Wait a few minutes, please. Mr. … will come and see you in a few minutes.

Asking the visitor for information

What will the meeting finish?

What can I do to help?

What would you like me to do?

When will your manager be available?

Giving the visitor information

I’ll let him know as soon as he returns.

The accountant is available now in his office.

The Sales Manager will be here on … morning.

Mr. … is free at … this afternoon.

Apologizing for having kept the visitor waiting

I’m sorry for the inconvenience. The director is out to lunch/has another visitor at the moment.

I’m sorry. Mr. … has gone out to attend a conference.

I’m sorry. The Sales Manager is away on business.

Expressing regret when someone is not present

I’m sorry, but the Managing Director’s secretary is attending a conference.

I’m afraid the Marketing Manager will be very busy all day.

The Production Manager is at another plant.

2. Meeting guests at the airport (到机场迎接客户)

Excuse me, sir, but are you Mr. … from …?

Yes, I’m … from ….

Allow me to introduce myself. I’m …

How do you do, Mr. …? It’s very kind of you to come to meet us.

My name is … I’m from … I’m here to meet you.

3. Taking guests to their hotel (带客户到宾馆)

You must be very tired after such a long trip. If there’s nothing else you want, I’ll leave now.

I don’t think there is anything else. You have been very considerate.

4. Small talk topics (寒暄话题)

About Travel

It was a bit rough.

I missed my connection

There were no problems.

About weather

Fine weather, isn’t it?

Yes, it’s lovely. Real November weather, sharp and bright.

About accommodation

There service is rather slow.

The rooms are a bit cramped.

Seeing off

Have a nice journey. And we look forward to hearing from you soon.

Don’t forget to give me a ring when you arrive home.

I wish you all the very best.

Give me best regards to …

【步骤三】                                                    (时间:35分钟)

III. Listening practice: Listen and Imitate. (录音呈现和模仿操练)

Task 1:

When you meet your business visitors, you may want to make small talk by asking questions about travel, accommodation and the weather so as to “break the ice”. The following are examples of some of these questions. Please find their corresponding responses, and then listen to the dialogues to check your answers. (scripts omitted)

Keys: 1) c  2) f  3) a  4) I  5) b  6) h  7) d  8) e  9) j  10) g

Task 2:

1. You will hear a passage about work receptionists perform. Listen to the first part and choose the right answers to each question. (listening materials omitted)

2. Listen to the second part of the passage. Decide whether the following statements are true (T) or false (F). (listening materials omitted)

Keys: 1) F  2) F  3) F  4) T  5) F  6) T

Words and expressions:

notify; escort; alternative; movement; accompany; tact; procedure; gesture; register

【步骤四】                                                      <, /SPAN>(时间:30分钟)

IV. Follow-up Practice. (后续练习)

1. Fill in the blanks with the correct phrases from the box, and then listen to the passage to check your answers. (answers and scripts omitted)

2. Below is a dialogue between a receptionist and a visitor. Rearrange them in correct order, then check your answer according to what you hear, and finally take turns practicing it with your partner. (answers and scripts omitted)

Sentence Patterns:

1)      Good morning, miss. Can I see … now?

2)      Do you have an appointment, sir?

3)      No, I’m afraid not. But I’ll only take a few minutes of his time.

4)      May I have your name, please, sir?

5)      Can I ask what you would like to see him about?

6)      I’m sorry, but I’m told to get that information from every visitor.

7)      Please take a seat and wait a moment. I’ll see whether … is available.

8)      Mr. …, please go right in. Mr. … is in his office.

【步骤五】                                                    (时间:45分钟)

V. Play the video and make the role play. (视听呈现和角色扮演)

Video 1:

●New words and expressions: occupied; send sb. up; plain; take sb. to; etc.

●Pre-viewing: Read the following chart to have a rough idea of the video.

●Viewing:

1. Watch the video and decide whether the statements below are true (T) or false (F).

1) The visitor wants to see the Vice President.

2) The visitor has an appointment with Mr. Hansen.

3) Mr. Hansen is occupied right now because he is having a meeting.

4) The receptionist offers the visitor a coffee to drink.

5) The visitor asks for a black coffee.

6) The receptionist sends the visitor up to see Mr. Hansen.

Keys: 1) F  2) T  3) F  4) T  5) T  6) T

2. Watch the video again and complete the dialogue according to what you hear. (answers and scripts omitted)

●Post-viewing: Work in pairs. The following is a register of visitors made by Judy, a receptionist of a business company. Make dialogues according to the register, and then take turns to act out one or two of the visits.

Date

Name of visitor

Title

Firm

Time of arrival

Action

Referred to

Sept. 15

C. Fitzherbert (Mr.) 

Representa-

tive

Johnson’s Fashion Ltd.

9:20

Appointment (Sept. 17 10:00)

Mr. Carson

Sept. 15

R. Fraser (Ms.)

Director Textiles

Wilson’s

10:10

Not seen

Mr. Carson

Sept. 15

A. Francis (Miss)

Purchasing Manager

ABC Foodstuffs

Ltd.

10:30

Seen

Cathy

Video 2:

●New words and expressions: superb; parking lot; balcony; considerate; cozy; well-decorated; thoughtful; etc.

●Pre-viewing: Read the following chart to have a rough idea of the video.

●Viewing: Watch the video and decide whether the statements below are true (T) or false (F).

1) Mr. Lin is the Purchasing Manager.

2) The service on the flight was not very satisfactory.

3) It is Ms. Jones’ first visit to China.

4) Miss Wang brings some flowers for Ms. Jones as a present, and Ms. Jones gives something in return.

5) Ms. Jones didn’t have any sleep during the flight but she still feels fine.

6) Ms. Jones’ room is on the 6th floor with a balcony overlooking a beautiful lake.

7) Ms. Jones’ room is cozy and well-decorated.

8) Mr. Lin wants to talk quickly about business with Ms. Jones because they don’t have enough time.

9) Ms. Jones will stay in Guangzhou for three days.

10) Mr. Lin will contact Ms. Jones the next afternoon.

Keys: 1) F  2) F  3) F  4) F  5) F  6) F  7) T  8) F  9) T  10) F

2. Watch the video again and focus your attention on the way Tiger Braun organizes his presentation.

●Post-viewing: Work in groups. Role-play the following situation. (situation omitted)

【步骤六】                                                      (时间: 15分钟)

VI. Assignment

Check on the Internet to discuss: What do you know about Norwegians’ terms of address? How important is leisure time to Norwegians? What kind of conversations style do Norwegian prefer?

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