TAINAN ASTRONOMICAL EDUCATION AREA南瀛科學教育館

Reception English櫃台英語接待

Instructor: Lily, Fang-li Lin 講師 : 林芳俐Assistant Professor, Department of Applied

English, Southern Taiwan University of Science and

Technology南臺科技大學應用英語系助理教授September 1st, 2015

I. GREETINGS AND SERVING 歡迎與服務詞語 Good morning. Good afternoon. Hi!/Hello!/Welcome! May I help you? How can I help? This way, please. Excuse me. Please mind the gap/stairs! Please line up. The number of visitors is limited. Please wait

for the next array.

II. AT THE INFORMATION CENTER /

ADMISSIONS DESK / GIFT SHOP 服務台館方資訊提供

Situation A Asking for Direction 情境A-問路Receptionist: Good morning! May I help you?/How can I help?

Visitor: Yes, where is the Observatory area?

R: Please go straight to ….and then turn right/left.

★V: I got it. Thank you.

R: You are welcome.

★V: I was confused. Can you say that again?

R: Yes, just follow the direction and then turn right/left. Here’s the map. If you get lost again, you can check with this map or ask the staff for help.

Situation B Reservation Process 情境B-預約Possible questions for making a reservation:

☆ Do I need to make a reservation for a group visit?

☆ How far in advance should I make a reservation?

☆ My group is small. Do I still need to make a reservation?

☆ The individuals in my group are not students. How should I make a reservation?

☆ What happens to my reservation in the event of inclement weather?

Situation C Group Size and Type情境 C-遊客團體的人數與類型Possible questions for the visitors:

☆ How many people can I bring in a group?

☆ How many chaperones am I required to bring?

☆ Is the Astronomical Education Area appropriate for elementary school-aged students?

Situation D Fees and Payment 情境 D-入場費用Possible questions for tickets:

☆ How much does a visit cost?

☆ Who counts as a ‘senior’ for the senior group rate?

☆ How many people do I need to have to get the group rate?

☆ What payment methods are accepted?

Situation E Visit Logistics 情境E-旅遊動線 

Possible questions for the tour route:

☆ How long does it take to explore the entire area?

☆ What time can we arrive at the Astronomical Education Area? (And, when do we have to leave?)

☆ Can my group come for a self-guided visit on the weekend?

☆ Can my group come for a workshop or guided tour on the weekend?

☆ Is there somewhere in the area where my group can eat lunch?

☆ What is there to see at the Astronomical Education Area?

☆ Will the Astronomical Education Area have activities that the students can participate in when we visit?

☆ Does the Astronomical Education Area have a place where we can store our personal belongings?

☆ Does the Astronomical Education Area have a gift shop?

☆ How do we get to the Astronomical Education Area?

☆ Where can we park our bus?

☆ What should my group do when we enter the Astronomical Education Area?

☆ What is currently on view/upcoming exhibitions/past exhibition?

III. TAKING ORDER

(AT THE SUNDIAL RESTAURANT) 點餐服務

Waiter: Hello, Can I help you?

Customer: Yes, I'd like to have some lunch.

W: Here’s the menu. What would you like to have?

C: I'd like a Taiwanese "Three Cups Chicken" with Rice.

W: Black tea is served with the main course. Would you like it hot or iced?

C: I'd like a glass of iced black tea with less sugar and less ice, please.

W: That is $ 150 for your order.

C: Here you are.

W: As this is a self-service restaurant, please get the main course and drink by yourself. After lunch, please put the plate and dish to the collecting area. Thank you very much!

C: No problem.

W: Thanks! Have a good day.

C: Thank you, the same to you.

IV.ANSWERING THE PHONE 櫃台電話接聽

Basic types of Phone Answering電話接聽基本對話模式

Situation A

Mary: Hello, Tainan Astronomical Education Area. How can I help?

Male: Yes, I’d like to know how to book the tour.

Mary: Please hold and I’ll put you through to the information center.

Situation B

Mary: Hello, you've reached Tainan Astronomical Education Area. How can I help?

Male: Yes can I speak to the director, please?

Mary: Who’s calling please?

Male: It’s Chief Chen of Anping District here.

Mary: Certainly. Please hold and I’ll put you through.

Male: Thank you.

Situation C

Mary: Hello, Tainan Astronomical Education Area. How can I help?

Male: Could I speak to the manager of the Sundial Restaurant please?

★Mary: Certainly. The extension number is # 1234, and I’ll put you through.

★Mary: Just a second - I’ll see if he’s in...Hello, Manager, I’ve got a customer on the phone for you… OK - I’ll put him through. Hang on a moment, I’m just putting you through.

Male: Thank you.

Situation D-1

A: May I speak to Ms. Huang now?

B: She is not available now.

A: Can I leave a message?

B: Yes, go ahead, please. / Of course. Hold on for just a second so I can grab a pen and paper. / Sure, please excuse me for just a second. Let me find a piece of paper to write it down.

Situation D-2

A: May I speak to Ms. Huang now?

B: She is not available now. Can I take a message?

A: Yes, please. When she comes back, can you have her call me at (07) 1234567? 

Situation E

A: May I speak to Chief Mr. Lee?

B: He is not here right now.

A: Do you know when he will be back?

B: I’m sorry. I don’t know. / I have no idea. / Sorry, I don’t know. But I guess he will be back in 10 minutes.

Situation F

A: May I speak to Director Ho?

B: She is not available now.

A: May I leave a message? This is Michael Harding from National Maritime Museum, England.

B: Excuse me. My English is not that great, and I don't want to miss anything. Would you mind calling back later? I'm sorry. / If you don't mind, could you please call back later? My English is not very good./ Excuse me. My English is not very good. Can you repeat again/Can you slow down and repeat again?

Situation G

A: May I speak to the Director Ho?

B: I am sorry. I'm afraid you've got the wrong number. / Excuse me. What number did you dial?  

Situation H:

Now it’s your turn to make a dialogue according to the situation you might have in your office:

V. REFERENCES 參考資料

科學博物館團體預約 :http://web.mit.edu/museum/visit/group-reservations.html

 科學博物館問題解答 :http://web.mit.edu/museum/education/faqs.html

 電話接聽技巧 :http://www.bbc.co.uk/worldservice/learningenglish/business/talkingbusiness/unit1telephone/1connecting.shtml