文秘专业英语 Meeting & Seeing Foreign Visitors off Unit 10.

文秘专业英语

Meeting & Seeing Foreign Visitors off

Unit 10

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

Tips for Picking Up Visitors

When meeting guests for the first time, it’s of great importance to give

the guests a good impression. Here are some tips on picking up guests.

Dress in dark colored suits and prepare notice board with the names of the

visitors.

When meeting guests for the first time, we’ll usually have a brief self-

introduction and some small talks to warm up the atmosphere.

For some topics of small talks, you can inquire about the journey.

Offer help with luggage and suggest leaving.

However, your attitude counts most in such occasion.

Contents

Part One DialoguesPart One Dialogues

Part Two Useful ExpressionsPart Two Useful Expressions

Part Three Simple WritingPart Three Simple Writing

Part Four ExercisesPart Four Exercises

Part Five Social EtiquettePart Five Social Etiquette

Dialogues

Susan is now at the airport to pick up her client, Mr. Allen Cole. Since it’s

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 One

S: Susan Brown C: Allen Cole H: Hotel Clerk

C: Excuse me, are you Ms. Susan Brown? I am Allen Cole from JP Electronic

Group.

S: Yes, I am. (Susan holds out her hand and shakes hands with Mr. Cole.)

Very pleased to meet you, Mr. Cole.

Part 1 Part 2 Part 3 Part 4 Part 5

Dialogues

Dialogue One

C: 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, thanks. Here you are.

S: Our car is waiting outside. Let’s go this way. (They are heading to the

.) I hope you had a pleasant flight over, Allen. I’ve travelled the

Europe routes. I know how tiring they can be.


I’m not big on

formalities.1

1. 我不喜欢拘泥于礼节｡

parking lot2

2. 停车场

Dialogues

Dialogue One

C: 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 I’ve been used to flying

.

S: That’s good. Let me drive you to the hotel and first. If you don’t

mind, we’d like to accommodate you at Garden Hotel.

C: Terrific.


jet-lag3

3. 时差

to and fro4

4. 连续往返地 ; 来回地

check in5

5. 登记

Dialogues

Dialogue 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, please?

S: Sure. It’s reserved under Allen Cole. Here is the passport.

H: Just a moment, please, while I confirm your reservation. Yes, we do

have it. It’s a single room with bath, from 12th to 15th. Is that right?

S: That’s right.


single room6 .

6. 单人房

Dialogues

Dialogue One

H: May I have 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, you’re all set. You’re in Room 8608. Take the elevators to the 12th

floor and it will be on your left. Do you need any help with your bags?


on file7

7. 存档

initial next to the X8

8. 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”) ｡

Dialogues

Dialogue One

C: No, thanks.

H: Enjoy your stay with us.

(After checking in, Susan is talking about the itinerary with Allen in his room.)

S: Allen, if you don’t mind, I’d like to discuss with you about the itinerary now.

C: No, just go ahead.


I’m 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.”

Dialogues

Dialogue One

S: Ok. Since you just arrived here, we don’t arrange any activity for you this

afternoon, in case you may need some rest. But we’ll have dinner together

tonight. Mr. Henry Stevenson will be there, too. Then tomorrow, at 9:30 a.m.,

there’ll 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 dinner party

you. Our general manager will also attend the party. On 14th, if you don’t

have any arrangements, we’ll show you around the city.

C: Thank you for your hospitality, Susan. That’s really thoughtful of you.


in honour of10

10. 为向……表示敬意

Dialogues

Dialogue One

S: You’re welcome. 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 I’ll see you at 6:30 p.m. downstairs.

C: See you then.


perk me up11

11. ( 重新 ) 活跃起来 , 振作精神

Dialogues

Dialogue Two

S: Susan Brown C: Allen Cole H: Hotel Clerk

S: Good morning, Allen. Did you sleep well last night?

C: Morning, Susan. Yes. I had a last night.

S: That’s good, So have you packed all the stuff?

C: Well, I am a . I finished packing last night. All of the important

stuff, including passport, money, and tickets are right here.


Mr. Cole is leaving now. Susan just arrives at the hotel and checks out for

him.

sound sleep1

1. 睡得好

light packer2

2. 轻便旅行者

Dialogues

Dialogue Two

S: Ok. Let’s go check out.

(Susan and Allen Cole walk to the hotel .)

H: Good morning. May I help you?

S: Yes. I’d like to check out now. The name is Allen Cole, Room 8608. Here’s

the key.

H: One moment, please, Madam... Here’s your bill for three-night stay. Would

you like to check and see if the amount is correct?


front desk3

3. 前台

Dialogues

Dialogue Two

S: All right. What’s the $14 for?

H: That’s 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.


Dialogues

Dialogue 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 it’s really time to say good-bye. In the past three days

you’ve shown great concern for my visit in every respect. Thank you so

much for your great hospitality.

S: Oh, that’s our honour. We’re 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.


Dialogues

Dialogue Two

C: So are we.

(Loudspeaker, Passengers for London on British Airways Flight 3863, please

board at Gate 10. )

C: Well, that’s 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.


Security Checkpoint4

4. 安全检查站

Passport Control5

5. 入境处

Dialogues

Dialogue Two

S: Thank you, Allen. I don’t 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-bye.


Dialogues

New Words

accommodate [] v. 向……提供住处bill [] n. 账单deserve [] v. 应受 , 值得elevator [ ] n. 电梯 , 升降机formality [] n. 拘谨 , 礼节hospitality [] n. 殷勤 , 好客incidental [] n. 杂项 initial [] v. 用姓名首字母签名itinerary [] n. 旅程 , 行程perk [] v. 恢复 , 振作


Dialogues

New Words

rate [] n. 价格 , 费用reservation [] n. 旅馆房间等 , 预定 , 预约route [] n. 路线 , 路程sign [] v. 签字 , 写下terrific [] a. 非常棒的tiring [] a. 累人的turbulence [] n. 湍流 , 气流uneventful [] a. 无惊人事件的 , 平静的verify [] v. 查证 , 核实


Dialogues

Word Bank

baggage 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Happy landing. 祝您安全抵达｡terminal 终点站 , 总站trolley 手推车


Useful Expressions

很高兴欢迎您来到北京｡

1. It’s 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., I’d like to welcome you to Beijing.


For Meeting Customers

我会在 8 号到达口 , 举着牌等您｡

3. I’ll 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. I’ll be waiting at the parking lot. As soon as you claim your luggage, please

call my cell right away.

Useful Expressions


我的车是黑色的 , 车牌号为 GS126 ｡

5. My car is black with licence 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 you’d like to see while you’re here?


让我们边喝咖啡边确认一下日程表吧 !

8. Let’s confirm the schedule over a cup of coffee.

Useful Expressions


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. Here’s my business card. You can call me on this number any time after

six or at my office during the day.


Useful Expressions

For 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 I’ve seen 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.


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.

Useful Expressions


For Seeing 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, there’s 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.

Useful Expressions

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.


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

Sample Writing

Section 1: Letter of Claims

At the beginning 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).

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

concerning the claim.


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.

Sample Writing


Indicate the dollar 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.

Be sure to remain courteous and respectful. Even if you feel you have been

wronged, maintain a professional, though assertive, tone at all times.


???

Sample Writing

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 ) ｡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｡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｡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｡


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 :


Sample Writing

Sample


Dear Mr. Black

Order No. 768197

We 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 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 of

them leak and others fail to write without rubbing.

Sample Writing

Sample


The 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 of 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. Henderson

J. Henderson

Purchasing Officer

Sample Writing

An effective letter of apology is an important part of business process and

can actually improve a relationship.


Section 2: Letter of Apology

When writing an apology letter, offer your apology in the beginning of the letter

and state the problem clearly.

Give some explanation for what happened. And focus on what actions you are

taking to rectify the problem.

At last, assure the reader that such thing will not happen again.

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｡


在写道歉信时 , 在信的开头要写上道歉 ,清楚地说明问题｡然后再陈述问题发生的原因｡重点是你将会如何做去弥补错误｡最后 , 向对方保证此类事情不会再发生｡

Section 2: Letter of Apology

Sample Writing

Sample


Dear Mr. Henderson

Re Order No. 768197

We 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 us 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 fault

in one of the machines and this has been put right.

Sample Writing

Sample


We 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 without 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 sincerely

David Black

David Black

Production Manager

Exercises

Listen to the 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. It’s

also helpful that the secretary does a little discreet background research on the

3 guests.


receiving and entertaining ________________________

a checklist _______________

distinguished _________________

Exercises

1. Listening.


The secretary should, on his or her own 4 inquire whether any

help is needed or what their 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 trying his or her best to make the guests 9 .

exchanging ______________

friendly and thoughtfully _____________________

initiative ___________

luggage collection __________________

Listen to the following passage carefully and fill in the blanks according

to what you hear.

intended tour _____________

at home ________

Exercises

2. Role play.

Helen is asked to pick up her client, Tim, who is the first time to come to

China. Then Helen drives Tim to the hotel and arranges the three-day itinerary for

the guest. On the way to the hotel, Helen also introduces the city of Guangzhou to

Tim.


Exercises

3. Interpret the following Chinese expressions and complete the dialogue.

A: Excuse me,1

( 您大概就是 BAC 公司的琼斯小姐吧 )?

B: Yes, I am. Are you Mr. Li?

A: No, I’m not. I am Timmy Wong, the secretary to Mr. Li. Mr. Li asked me to come

here and meet you, 2

(因为他今天早上突然有事无法分身 ).

3

(他非常想见您 ,要我代他向您表示最热烈的欢迎 ).


are you Ms. Jones of BAC Company, by any chance __________________________________________________?

because he was unexpectedly tied up this morning ____________________________________________.

He is very eager to meet you, and sends his warmest welcome to you___________________________________________________________.

Exercises


B: I see. Well, nice to meet you. Thank you for coming to meet me.

A: It’s my pleasure. Glad to meet you, too. 4

( 让我帮您拿行李吧 )?

B: Oh, thanks. I really appreciate it.

A: 5

( 我已备好车送我们去酒店 ). This way, please. How was your flight?

B: It was fine. 6

( 还好 ,没人打扰 , 我睡了个好觉 ).


May I help you with your luggage ____________________________?

I have a car waiting to take us to your hotel ____________________________________________.

There was no trouble, and I had a good sleep ____________________________________________.

Exercises


A: Good. Would you like an informal dinner with us tonight? Mr. Li asked me to

inquire.

B: Oh, that’s very nice of him. 7

(但实际上我情愿静静地呆在酒店休息一晚 ). I want to get well

prepared for tomorrow’s meeting. Mr. Li won’t mind it, will he?

A: Not at all. He expected you’d want some rest first.


But actually I’d rather spend a quiet night

at the hotel

_____________________________________

____________.

Exercises

4. Practical Writing.

Task 1: Write a claim letter to the manufacturer of the thermos since the

thermos you just purchased for $8.95 has a serious leak. The grape

drink you put in it ruined your new $40.00 white shirt. In the letter,

you need to explain

(1) the reason for making complaint

(2) the solution you want to see

(3) warning if they don’t make any compensation.


Task 2: According to the above writing, as the manufacturer of the thermos please write a reply letter for apology including

(1) an explanation of the fault

(2) an offer to compensate the customer

(3) wishes for retaining the goodwill of the customer.

Exercises

5. Reading Activity.

A secretary must bear in mind the rule that all is well that ends well when

she or he is hosting a visiting delegation from abroad. It is the last work of the

reception to see them off. Thus, it should be done even better to make

perfection still more perfect if the work of the early days has been done well.

In order to do seeing off well, the secretary should make a special itinerary

for it thoughtfully and effectively to follow the prescribed order in the work.


Saying Goodbye Impressively

Exercises


Technically and specifically, the secretary should do the following things:

1. The secretary should arrange the people concerned to go to the hotel

saying goodbye to the guests the day before they leave or arrange those

who plan to see off the guests, to go to the hotel and accompany them to

the airport, the railway station or the harbour. If they like to go there

directly,

the secretary should surely tell them to get there earlier, waiting to say

goodbye.



Exercises


2. Usually twelve hours before the guests leave, the secretary should telephone

the airport, railway station, or harbour to check the ETD (the Estimated Time

of Departure) to see if there is any change. If there is, the secretary can have

enough time to explain to the guests and make another arrangement.

3. Before the guests leave the hotel, the secretary should go there to help the

guests with these matters

● Making sure if all the guests have cleared with the hotel cashier

● Making sure if they have left their room keys and have taken back their

passports and other documents

● Making sure if they have taken all their luggage.



Exercises


4. The secretary should telephone the driver to make sure that the car or the

coach will not be late if she or he does not go to the hotel with the vehicle.

5. After saying goodbye to the guests, the secretary should stand by at the

airport until the plane takes off in case something unexpected may happen

for example, the aeroplane may be delayed, or if you take Air China, the

CAAC may cancel the flight.

6. The secretary should not leave the waiting room until she or he waves

goodbye and sees the plane take off, the train or the ship starts to move and

disappears from sight.



Exercises


1. A secretary should remember that when hosting

visitors. In other words, it is to

2. Before the guests leave, a secretary should telephone

or harbour to the departure time to see if

there is

3. A secretary should also ensure the guests have hotel

cashier, have taken back

Please fill in the blanks according to what you have learnt from the passages.


all is well that ends well ______________________

see them off _______________.

the airport ____________,

check ____________ railway station ______________,

any change _______________.

cleared with _______________

their passports and other documents _________________________________.

Exercises


4. A secretary shouldn’t leave the airport until he or she sees the aeroplane

or disappears

5. The reason why the secretary shouldn’t leave the airport or station

immediately is that something might happen. For instance

the aeroplane may

Please fill in the blanks according to what you have learnt from the passages.


unexpected ______________

takes off ___________ in sight __________.

be delayed _____________.

Social Etiquette

Table manners play an important part in making a favorable impression.

They are visible signals of the state of our manners and therefore are essential

to professional success. Regardless of whether we are having lunch with a

prospective employer or dinner with a business associate, our manners can

speak volumes about us as professionals.


Western Table Manners

Social Etiquette

Napkin Use

The meal begins when the host unfolds his or her napkin. Place your napkin

on your lap, completely unfolded if it is a small luncheon napkin or in half

lengthwise, if it is a large dinner napkin. If you need to leave the table during the

meal, place your napkin on your chair as a signal to your server that you will be

returning. The host will signal the end of the meal by placing his or her napkin on

the table. Once the meal is over, you too should place your napkin neatly on the

table to the right of your dinner plate.



Social Etiquette

Use of Silverware (Utensils)

Start with the knife, fork, or spoon that is farthest from your plate, work your

way in, using one utensil for each course. The salad fork is on your outermost left,

followed by your dinner fork. Your soupspoon is on your outermost right followed

by your beverage spoon, salad knife and dinner knife.

When You Have Finished

Do not push your plate away from you when you have finished eating. Leave

your plate where it is in the place setting. The common way to show that you have

finished your meal is to lay your fork and knife diagonally across your plate.



Social Etiquette

Group Disccussion

The following pictures illustrate some table manners, both proper manners

and some dinning faux pas. Which pictures demonstrate the proper table

manners? Can you spot the errors in the photos? Discuss with your partner.


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文秘专业英语 Meeting & Seeing Foreign Visitors off Unit 10.

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