外事接待实务课件Module-2
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高教版中职语文(职业模块 工科类)口语交际《接待》ppt课件2
• 三、应了解客人意图，具备与各种 客人侃侃而谈的本领。语速、音量、 遣词用句、说话语气等方面都应注 意
• 1、语速与音量要根据来访者的年龄和 表情达意的需要而定
与老年人交谈要用较慢的语速、较 大的音量，能使对方产生被尊重感。
与同龄人交谈，要根据个人表情 达意的需要，正确运用好语速和音量
• 2、选词用句要根据来访者的文化水平、 理解能力而有所不同
记住别人的姓名
接待一般技巧
• 1、接收赠品， 多加赞赏
• 3、礼貌送客， 致以祝愿
• 4、热情迎客, 亲切问候
2礼貌待人、知人善谈
案例：
一位人口普查员问一位乡村老太太，“有配偶吗？” 老人楞了半天，然后反问：“什么配偶？”普查人员 只得换一种说法：“就是老伴呗。”老太太这才懂得 配偶的含义。
①语速,语量因来访者的年龄和个人的需要而定 ②遣词要以来者的文化水平,理解程度而异 ③说话语气要以来者的不同目的而变化
后来她顺利地得到了这份工作。人事主管后来告诉她 ，本来根据她那天的表现，是打算刷掉她的。但就是因为
工作还是能够胜任的，所以对她的印象有所改观，给了她 这份工作。
①注重身份.职务.职称或以辈分称呼 ②可按一定顺序
聊天的技巧 找出对方感兴趣的话题
以提问的方式引导别人进入交谈 留心倾听
不要谈忌讳的话题 即兴说些幽默话语
与文化水平较高、理解能力较强的 人交谈，要讲究语言的文采，讲究哲 理。
与文化水平不高、理解能力较差 的人交谈，语言要通俗，尽量多用口 语，不讲理论高深的话，要多举对方 能理解的实例来说明。
• 3、说话语气要依来访者不同目的而异
对前来求助的客人，接待员应体谅对方心情，站 在客人的立场说话，语气要平和，给客人一种亲切感 和信任感。即使你认为无能为力，也要给对方留一线 希望。你可以说：“您先别急，一旦有办法，我就打 电话给告诉您！”
教学课件 外事接待英语
Module One
Preparing for the Reception 接待准备
Contents
Task 1 Making Room Reservations Task 2 Preparing Gifts for Foreign Guests Task 3 Arranging Initial Meetings Extended Tasks
Activity 3 Listening
Listen to the following dialogue and fill in the gaps.
Chen Yang, the sales manager of ABC Company, is calling to book a room for her foreign guest in the White Swan Hotel.
Chen Yang: Fine, how much is the _____6___?
Receptionist: Would you like breakfast?
Chen Yang: No, thanks.
Receptionist: It’s 500 Yuan per night.
Chen Yang: That’s fine.
ቤተ መጻሕፍቲ ባይዱ
1.How many rooms does the caller reserve?
A. The caller reserves one room.
B. The caller reserves two rooms.
C. The caller reserves three rooms.
D. The caller reserves four rooms.
Preparing for the Reception 接待准备
Contents
Task 1 Making Room Reservations Task 2 Preparing Gifts for Foreign Guests Task 3 Arranging Initial Meetings Extended Tasks
Activity 3 Listening
Listen to the following dialogue and fill in the gaps.
Chen Yang, the sales manager of ABC Company, is calling to book a room for her foreign guest in the White Swan Hotel.
Chen Yang: Fine, how much is the _____6___?
Receptionist: Would you like breakfast?
Chen Yang: No, thanks.
Receptionist: It’s 500 Yuan per night.
Chen Yang: That’s fine.
ቤተ መጻሕፍቲ ባይዱ
1.How many rooms does the caller reserve?
A. The caller reserves one room.
B. The caller reserves two rooms.
C. The caller reserves three rooms.
D. The caller reserves four rooms.
秘书实务 第五章 接待工作实务 PPT课件
➢ 预先征求意见，可以拿哪些？
要预先联系好迎接客人的交通工具和宾馆； 要作必要的沟通
➢ 乘车途中可介绍本地情况、宾馆位置、活动安排、注意 事项等；
29
接待的“六要”、“四不”
不要久留（到达下榻处，作必要的介绍后即可离 开）；
不要对客人提出要求（客人是上司邀请的）； 不要漠不关心（客人因气候、疲劳或偶染小恙应
1.表示对交际对象的重视 2.了解对方的确切身份
• 现场收藏 • 注意三禁
一禁“揉”、二禁“压”、三禁“忘”
18
办公室外的迎接
去办公楼或公司大门口，来访者工作单 位或下榻的宾馆去迎接
• 到达迎接地点的时间：
– 提前5~10分钟，不能迟到
• 陪同的路线：
– 考虑方便和近捷，考虑公司形象
• 走路的位置：
➢ 上司授权，根据此来访者事由是否符合公司利益、上 司是否欢迎来决定；
➢ 如不能确定，应对来访者的要求作有回旋余地的答 复；
安排会晤
➢ 根据来访者与上司关系密切程度、来访事由缓急程度 以及上司是否在公司内而作出相应安排
把来访者引见给上司，并作介绍，为来访者送 上饮料。
会晤结束按照上司吩咐送别客人。
• 集体介绍的顺序
– 先介绍人数较少的一方； – 被介绍双方皆不止一人，依照礼规，先介绍位卑的
一方，后介绍位尊的一方。 – 介绍的一方人数不止一人，可采取笼统的方法进行
介绍，如：“这是我的家人”，“他们都是我的同 事”，但最好一一介绍；
33
未预约来访者的接待
搞清来访者的身份和来访事由 ； 应请示上司是否接受来访
7
8
正式场合女士着装忌讳
• 正式场合——以旗袍、长裙等礼服为宜，质地好款式简单。 • 工作场合——职业套装，以套裙、套装为宜，颜色和款式
要预先联系好迎接客人的交通工具和宾馆； 要作必要的沟通
➢ 乘车途中可介绍本地情况、宾馆位置、活动安排、注意 事项等；
29
接待的“六要”、“四不”
不要久留（到达下榻处，作必要的介绍后即可离 开）；
不要对客人提出要求（客人是上司邀请的）； 不要漠不关心（客人因气候、疲劳或偶染小恙应
1.表示对交际对象的重视 2.了解对方的确切身份
• 现场收藏 • 注意三禁
一禁“揉”、二禁“压”、三禁“忘”
18
办公室外的迎接
去办公楼或公司大门口，来访者工作单 位或下榻的宾馆去迎接
• 到达迎接地点的时间：
– 提前5~10分钟，不能迟到
• 陪同的路线：
– 考虑方便和近捷，考虑公司形象
• 走路的位置：
➢ 上司授权，根据此来访者事由是否符合公司利益、上 司是否欢迎来决定；
➢ 如不能确定，应对来访者的要求作有回旋余地的答 复；
安排会晤
➢ 根据来访者与上司关系密切程度、来访事由缓急程度 以及上司是否在公司内而作出相应安排
把来访者引见给上司，并作介绍，为来访者送 上饮料。
会晤结束按照上司吩咐送别客人。
• 集体介绍的顺序
– 先介绍人数较少的一方； – 被介绍双方皆不止一人，依照礼规，先介绍位卑的
一方，后介绍位尊的一方。 – 介绍的一方人数不止一人，可采取笼统的方法进行
介绍，如：“这是我的家人”，“他们都是我的同 事”，但最好一一介绍；
33
未预约来访者的接待
搞清来访者的身份和来访事由 ； 应请示上司是否接受来访
7
8
正式场合女士着装忌讳
• 正式场合——以旗袍、长裙等礼服为宜，质地好款式简单。 • 工作场合——职业套装，以套裙、套装为宜，颜色和款式
外事接待实务英语PPT课件
8
Activity 3 Listening
Listen to the following dialogue and fill in the gaps.
Chen Yang, the sales manager of ABC Company, is calling to book a room for her foreign guest in the White Swan Hotel.
over the Pearl River. Receptionist: Certainly, madam. I’ll just check what we have ____5___.Yes; we
have a room on the 4th floor with a really splendid view.
E 4. make introductions
D. 欢迎晚宴
D 5. welcoming dinner E. 介绍
C 6. sightseeing
F. 预定房间
B 7. shopping
G. 名片
A 8. gift
H. 接待
3
Warm Up
2. Pair ቤተ መጻሕፍቲ ባይዱork
Discuss with your partner the following questions and then present your viewpoints to the class.
9
Activity 3 Listening
Chen Yang: Fine, how much is the _____6___?
Receptionist: Would you like breakfast?
Chen Yang: No, thanks.
Activity 3 Listening
Listen to the following dialogue and fill in the gaps.
Chen Yang, the sales manager of ABC Company, is calling to book a room for her foreign guest in the White Swan Hotel.
over the Pearl River. Receptionist: Certainly, madam. I’ll just check what we have ____5___.Yes; we
have a room on the 4th floor with a really splendid view.
E 4. make introductions
D. 欢迎晚宴
D 5. welcoming dinner E. 介绍
C 6. sightseeing
F. 预定房间
B 7. shopping
G. 名片
A 8. gift
H. 接待
3
Warm Up
2. Pair ቤተ መጻሕፍቲ ባይዱork
Discuss with your partner the following questions and then present your viewpoints to the class.
9
Activity 3 Listening
Chen Yang: Fine, how much is the _____6___?
Receptionist: Would you like breakfast?
Chen Yang: No, thanks.
《公务接待实务》课件
公务接待的原则
公务接待应遵循礼仪规范、 公平公正、高效便捷的原则， 确保接待工作的稳妥进行。
接待流程
1
接待前的准备
准备接待所需资料，并确认参会人员名单和安排
2
接待中的礼仪
在客人到达后进行热情接待，并安排妥善的座位和饮食
3
接待后的反馈
与客人保持沟通，记录接待过程中的反馈和建议
注意事项
1 接待礼仪中的禁忌
《公务接待实务》
本课程旨在介绍公务接待的实际操作与技巧，帮助学员深入了解公务接待的 重要性和职责。
概述
什么是公务接待
公务接待是为了展示机关或 单位的形象，加强与来访人 员的交流合作而进行的接待 活动。
公务接待的分类
公务接待可分为宴请接待、 会议接待、出访接待等多种 形式，每种形式都有其特定 的目的和程序。
失败接待案例的分析
通过对失败案例进行分析，总结经验教训，提出改进建议，避免类似问题的再次发生。
总结
公务接待的核心
公务接待的核心在于展示形象，促进交流，推动合作，增强机关或单位的影响力。
公务接待的目的与意义
公务接待不仅是一种对来访人员的尊重和关注，更是一种有效促进工作的手段和方式。
公务接待的进一步发展
避免违反礼仪规范的行为，如不合适的玩笑或言辞
2 接待过程中的突发事件
应冷静应对突发事件，妥善解决问题，保证接待员应注意事前准备、服务态度和与客人的沟通，确保接待工作的顺利进行
案例分析
成功接待案例
通过精心准备和专业的服务，成功地接待了来自国内外的重要客人，并取得了良好的合作效 果。
公务接待应紧跟时代发展的步伐，不断创新服务方式，提高接待工作的质量和效率。
《公务接待实务》课件
住宿标准
01
住宿标准
根据公务接待的级别和规格，确 定相应的住宿标准，包括酒店星 级、房型、房间数量等。
住宿预订
02
03
住宿费用
提前预订酒店，确保接待期间有 合适的住宿安排，并确保酒店服 务质量符合标准。
明确住宿费用的承担方式，规范 结算流程，确保费用合理、合规 。
用餐标准
用餐标准
根据接待级别和规格，确定用餐标准，包括餐厅 选择、菜品搭配、酒水等。
《公务接待实务》ppt课件
contents
目录
• 公务接待概述 • 公务接待的流程 • 公务接待的标准和规范 • 公务接待礼仪 • 公务接待的注意事项
01 公务接待概述
公务接待的定义
总结词
公务接待是指机关、团体、企事业单位在公务活动中对来访者的接待工作，包 括安排来访者的交通、住宿、餐饮、会务等活动。
建立完整的接待档案，记录每一次接待的时间、地点、人员、费用等信息，以便 于管理和监督。
THANKS
感谢观看
用餐预订
提前预订餐厅，确保接待期间有合适的用餐安排 ，并确保菜品质量和服务质量。
用费承担
明确用餐费用的承担方式，规范结算流程，确保 费用合理、合规。
交通标准
交通工具选择
根据公务接待的需要，选择合适的交通工具，如汽车 、火车、飞机等。
交通安排
提前安排好交通计划，确保接待期间交通便利、准时 。
交通费用
公务接待是组织形象的重要组成部分，良好的公务接待能够 展示组织的形象和实力，增强来访者对组织的信任和好感， 为组织的发展创造有利条件。
公务接待的基本原则
总结词
公务接待应遵循“热情周到、规范有序、节俭高效”的基本原则，确保来访者的需求得到满足，同时也要遵守相 关规定和标准。
外事接待英语Module 2 Receiving Foreign Guests
7.When you want to try a dish out of your reach, you can ask someone to pass whatever you want.
8. You can never lift your plate or bowl off the table while eating.
YOUR SITE HERE
How to address your
❖It is not the custom to use titles like “Mr.”, “Mrs.”, “Miss” or “Ms.” with a first or given name. For example, if you meet someone whose name is John Smith; you should call him “Mr. Smith” instead of “Mr. John”. Remember that all titles in English go with the person’s last name or surname, for example, “Dr Smith” and “Professor Smith”. In written form, the use of title with the person’s full name is acceptable, for example, Mr. John Smith”.
Module Two
Receiving Foreign Guests 迎接外宾
Discussion
1. What should you prepare before you receive foreign guests at the airport?
8. You can never lift your plate or bowl off the table while eating.
YOUR SITE HERE
How to address your
❖It is not the custom to use titles like “Mr.”, “Mrs.”, “Miss” or “Ms.” with a first or given name. For example, if you meet someone whose name is John Smith; you should call him “Mr. Smith” instead of “Mr. John”. Remember that all titles in English go with the person’s last name or surname, for example, “Dr Smith” and “Professor Smith”. In written form, the use of title with the person’s full name is acceptable, for example, Mr. John Smith”.
Module Two
Receiving Foreign Guests 迎接外宾
Discussion
1. What should you prepare before you receive foreign guests at the airport?
秘书实务 接待工作 PPT
实训4：座次礼仪实训
一、实训目标 通过本实训掌握会见、会谈、乘车的座次安排。
二、实训背景 海潮公司张总经理将于5月10日接待外资企业超凡公司
CEO约翰先生，双方商讨合作事宜。对方来访人员为超凡公司 CEO约翰先生、CFO莱特先生、秘书布朗小姐。海潮公司的接 待人员为张总经理、财务总监傅庭、总经办主任张洁。 三、实训内容
签约时双方签字人的座位，按主左客右进行排列。如是与外方签 字，桌子中间分别悬挂签字国的国旗。
客方人员 客方助签人
客方主签人
吸墨水器
笔 文本
签约场次图
主方人员 主方助签人 主方主签人
笔 文本
吸墨水器
小国旗
会议的主要程序
制发会议通知 选定会场 确定会标、回头标和宣传标语 排列会场座次 组织发奖等
知识与技能
（三）落实接待方案 1.制作接待日程安排表 2.制作接待工作筹备表
一、接待准备工作 （一）收集背景资料
1. 2. 3. （二）拟定接待方案 1. 2. 3. 4. 5.
来宾的具体人数与个人简况 来宾的抵离时间和乘坐的交通工具 来宾的来访目的、任务和行程
接待方针 接待规格 接待安排 接待责任 接待经费
主席团 10 8 6 7 9 53124
群众席 大型会议主席团排座（单数）
主席团 发言席
群众席
大型会议发言席位置 （主席团正前方）
主席团 8657 4213
群众席 大型会议主席团排座（双数）
主席团 发言席
群众席
大型会议发言席位置 （主席台右前方）
两个熟悉
（1）熟悉宴请安排的内容， （2）熟悉宴请的环节。
制定方案在接待工作中起到规划指导和沟 通和协调的作用，要做到九个明确
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7.When you want to try a dish out of your reach, you can ask someone to pass whatever you want.
8. You can never lift your plate or bowl off the table while eating.
Module Two
Receiving Foreign Guests 迎接外宾
Contents
Task 1 Receiving Foreign Guests at the Airport Task 2 Helping Foreign Guests to Check in Task 3 Holding Welcoming Dinners Extended Tasks
5.In order to save time, you can get down to business in the car on the way to the hotel.
6.When having western dinner, if you have bones in your mouth, you should take them out with your fingers and place them on the edge of your plate.
2. What should you talk about with foreign guests on the way to the hotel?
3. Have you ever held or attended a party? Talk about your experience with your partner.
3.You can ask foreign people how they would like to be called and to tell what you would like them to call you.
4.If you are busy, you can sent a representative to meet the foreign guests to meet them.
C. 入住酒店
E 4. baggage
D. 前台
C 5. check in
E. 行李
D 6. reception desk
F. 填写表格
F 7. fill in/out the form G. 套房
A 8. banquet
H. 祝酒
YOUR SITE HERE
Pair work
1. What should you prepare before you receive foreign guests at the airport?
YOUR SITE HERE
How to address your foreign guests properly?
❖Usually a lady prefers to be called “Ms.” rather than “Miss” or “Mrs.” because this is a neutral form of address for both married and single women and can be useful if you do not know the marital status of the woman you are talking with.
YOUR SITE HERE
How to address your foreign guests properly?
❖On formal occasions, you should call someone “Mr.” (for man) or “Ms.” (for woman) with the person’s last name or surname unless the person asks you to call him or her by his or her first name. It’s also acceptable to call a person by his or her first name if he or she is approximately your age or younger especially when he or she is from the United States.
YOUR SITE HERE
Task 1 Receiving Foreign Guests at the Airport
❖How to greet a foreign guest and start the conversation?
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Can you do it in right way?
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How to address your foreign guests properly?
❖It is not the custom to use titles like “Mr.”, “Mrs.”, “Miss” or “Ms.” with a first or given name. For example, if you meet someone whose name is John Smith; you should call him “Mr. Smith” instead of “Mr. John”. Remember that all titles in English go with the person’s last name or surname, for example, “Dr Smith” and “Professor Smith”. In written form, the use of title with the person’s full name is acceptable, for example, Mr. John Smith”.
1.If you are not clear about a young lady’s marital status, it is polite to call her “Madam”.
2.In written form, the use of title with the person’s full name is acceptable, for example, ”Mr. John Smith”.
YOUR SITE HERE
---Warm up---
Match the following English words and expressions with their Chinese Equivalents.
B 1. flight
A. 晚宴
G 2. suite
B. 航班
H 3. propose a toast
8. You can never lift your plate or bowl off the table while eating.
Module Two
Receiving Foreign Guests 迎接外宾
Contents
Task 1 Receiving Foreign Guests at the Airport Task 2 Helping Foreign Guests to Check in Task 3 Holding Welcoming Dinners Extended Tasks
5.In order to save time, you can get down to business in the car on the way to the hotel.
6.When having western dinner, if you have bones in your mouth, you should take them out with your fingers and place them on the edge of your plate.
2. What should you talk about with foreign guests on the way to the hotel?
3. Have you ever held or attended a party? Talk about your experience with your partner.
3.You can ask foreign people how they would like to be called and to tell what you would like them to call you.
4.If you are busy, you can sent a representative to meet the foreign guests to meet them.
C. 入住酒店
E 4. baggage
D. 前台
C 5. check in
E. 行李
D 6. reception desk
F. 填写表格
F 7. fill in/out the form G. 套房
A 8. banquet
H. 祝酒
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Pair work
1. What should you prepare before you receive foreign guests at the airport?
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How to address your foreign guests properly?
❖Usually a lady prefers to be called “Ms.” rather than “Miss” or “Mrs.” because this is a neutral form of address for both married and single women and can be useful if you do not know the marital status of the woman you are talking with.
YOUR SITE HERE
How to address your foreign guests properly?
❖On formal occasions, you should call someone “Mr.” (for man) or “Ms.” (for woman) with the person’s last name or surname unless the person asks you to call him or her by his or her first name. It’s also acceptable to call a person by his or her first name if he or she is approximately your age or younger especially when he or she is from the United States.
YOUR SITE HERE
Task 1 Receiving Foreign Guests at the Airport
❖How to greet a foreign guest and start the conversation?
YOUR SITE HERE
Can you do it in right way?
YOUR SITE HERE
How to address your foreign guests properly?
❖It is not the custom to use titles like “Mr.”, “Mrs.”, “Miss” or “Ms.” with a first or given name. For example, if you meet someone whose name is John Smith; you should call him “Mr. Smith” instead of “Mr. John”. Remember that all titles in English go with the person’s last name or surname, for example, “Dr Smith” and “Professor Smith”. In written form, the use of title with the person’s full name is acceptable, for example, Mr. John Smith”.
1.If you are not clear about a young lady’s marital status, it is polite to call her “Madam”.
2.In written form, the use of title with the person’s full name is acceptable, for example, ”Mr. John Smith”.
YOUR SITE HERE
---Warm up---
Match the following English words and expressions with their Chinese Equivalents.
B 1. flight
A. 晚宴
G 2. suite
B. 航班
H 3. propose a toast