学会用英语与客人有效沟通课件.ppt

1、LOGOPractical TrainingMeeting on ArrivalLOGO学会用英语与客人有效沟通，证实客人身 份及询问有关旅途事宜熟练掌握与本话题相关的专业英语词汇及常用句型表达练习用英语迎接客人学会英文欢迎词的规范写作学会英语众欢迎客人的礼仪Study ObjectivesLOGO Part Two Situational Dialogue Part Three Writing-skill Part Four Exercises Part Five Social Etiquette Part One Background MaterialLOGOPart One Backgr

2、ound Material Question:How to meet the tourists on arrival?Tips for reference As a receptionist at a travel service,when you meet the tourists,the following eleven steps are for your references:1.Arrival at the meeting sites on time.2.Greeting the group.3.Liaise with the group leader.4.Give Self-int

3、roduction.5.Lead them to the coach.LOGOPart One Background Material6.Make a welcome speech.7.Brief the local condition and introduce the hotel.8.Distribute pamphlets.9.Assist the tourists to check in.10.Inform the meeting time and arrange the morning call,and tell the tourists the place for breakfas

4、t and the time for luggage collection.11.Check the luggage and assist the tourists to their rooms.LOGOPart Two Situational DialogueMr.Osborne B:a traveler C:a clerk at travel serviceExcuse me.Are you the Tour Group?1Yes,we are.Welcome to Xian.Im Ma from the Xian office of China International Travel

5、Service,Xian branch.2 The ravel service has sent me here to meet you.Who is the group leader,please?3Its me,Robert Osborne.Nice to meet you,Mr.Osborne.4 Nice to meet you all,ladies and gentlemen.Nice to meet you,too.Its very kind of you to meet us here at the airport.My pleasure.During your visit to

6、 Xian,Ill be your tour guide.Dialogue OneA:C:A:C:A:C:B:C:LOGOPart Two Situational DialogueA:That will be great.C:Do you have any checked luggage to collect?A:Yes,we checked eight traveling bags.C:Lets wait here then.(In a short while,the checked luggage was sent to the luggage claim section and the

7、tour group got their checked bags.)A:We have got back the checked bags now.Shall we leave the airport now?C:Yes.Follow me,please.A CITS bus is waiting for us.A:Its very thoughtful of you to make this arrangement.LOGOPart Two Situational DialogueC:The bus will first take us to the hotel where CITS ha

8、s reserved rooms for you.The hotel has a restaurant and a snack bar.Weve already booked four tables for you at the hotels restaurant.After a short rest in your rooms,you can have your lunch at the restaurant.Ill discuss the itinerary for your Xian tour after lunch.What do you say to that?A:Thats fin

9、e.Thank you.LOGOPart Two situational DialogueVocabularymeet mi:t v.迎接checked luggage (随飞机)托运的行李thoughtful :tful adj.考虑周到的；体贴的luggage claim section 行李领取处snack bar.快餐部；快餐店itinerary aitinrri,it-n.旅行计划；预定的行 程；旅程；旅行路线LOGO返回Notes1.Are you the Tour Group?你们是旅行团吗?2.Im Ma from the Xian office of China Intern

10、ational Travel Service.我姓马，是中国国际旅行社驻西安办事处的。China International Travel Service:CITS 中国国际旅行社 China Youth Travel Service:CYTS 中国青年旅行社 China Travel Service:CTS 中国旅行社3.Who is the group leader,please?Its me/Thats me.请问谁是旅行团的领队?me 是第一人称的单数，在口语中可以用作表语。在正式文体或书面 语中，可以用“Its I.”来表达“是我”。但是，人们往往使用其他一些表 达法来避开语法规范和

11、口语习惯的矛盾。如：I am the one.或I am the person.4.Nice to meet you,Mr.Osborne.奥斯本先生，很高兴见到你。LOGOPart Two Situational Dialoguea clerk at travel service B:Mr.GreenExcuse me,are you Mr.Green from Britain?Yes.Im glad you recognize me.“A man with white hair and beard”-Isnt that how you describe yourself in the fa

12、x?So its easy to spot you in any crowd1.Let me introduce myself:Im Susan,the tour guide from CYTS.How do you do?How do you do?Im glad to know you.Pardon me,I didnt quite catch your name just now2.Would you please repeat it?Its Susan.S-U-S-A-N.Oh,Susan,am I right?Quite right.Do you have any unaccompa

13、nied luggage3?Dialogue TwoA:A:B:A:B:A:B:A:LOGOPart Two Situational Dialoguea clerk at travel service B:Mr.GreenExcuse me,are you Mr.Green from Britain?Yes.Im glad you recognize me.“A man with white hair and beard”-Isnt that how you describe yourself in the fax?So its easy to spot you in any crowd1.L

14、et me introduce myself:Im Susan,the tour guide from CYTS.How do you do?How do you do?Im glad to know you.Pardon me,I didnt quite catch your name just now2.Would you please repeat it?Its Susan.S-U-S-A-N.Oh,Susan,am I right?Quite right.Do you have any unaccompanied luggage3?Dialogue TwoA:A:B:A:B:A:B:A

15、:LOGOPart Two Situational DialogueB:No.I always travel with these two bags.A:Let me carry your luggage,Mr.Green.B:Thank you,please.A:The car is waiting outside to take us to the hotel.Ive reserved a suite4 for you at Dragon Hotel,one of the biggest in Beijing.B:Thank you very much.LOGOPart Two Situa

16、tional DialogueVocabularyBritain britn n.英国recognize rekgnaiz vt.认识；认出；辨认；承认beard bid n.(下巴上的)胡须；络腮胡子describe diskraib vt.描写，描绘，叙述；形容spot spt vt.(口语)认出，辨认；发现CYTS 中国国际青年旅行社unaccompanied nkmpnid adj.无伴侣的；无随从的LOGONotes返回1.spot you in any crowd .在人群中发现你。2.I didnt quite catch your name just now.我没记住你的名字。

17、3.unaccompanied luggage 托运行李 checked luggage 托运行李4.suite 套房LOGOPart Two Situational Dialogue1.Are you Ms.Li from the States？您是从美国来的莉斯小姐吗？2.Im the guide from CYTS.我是中青旅的导游。3.The coach is waiting outside.车子在外面等候。4.My name is Jenny.I m glad to meet you.我的名字叫珍妮。很高兴认识你。5.Did you have a pleasant trip？一路上怎

18、么样啊？Useful ExpressionsFor a tour guideLOGOPart Two Situational Dialogue6.How was your trip?旅途怎么样啊?7.Is this all your baggage?所有的行李都在这里了吗？8.How many pieces of luggage do you have all together?你们总共有多少件行李啊？9.You must be very tired after such a long journey.经过漫长的旅途，您一定很疲倦了。10.What were your first impres

19、sions of China?您对中国最初的印象如何？Useful ExpressionsLOGOPart Two Situational Dialogue1.Could you take my bags to the Taxi Stand,please?方便把我的行李放到出租车停靠站吗？2.Im very tired.Im eager to take a massage as soon as possible.我太累了，我真想尽快来个按摩。3.I cant be bear suffering jetlag after each flight.每次飞行之后，我简直受不了适应时差的那种难受劲。4

20、.Take it easy.Youll soon recover from jetlag and get used to it.别担心，时差会很快倒过来的，您也会很快会适应的。5.Whats the weather like in Beijing these days?这几天北京的天气怎么样？Useful Expressions For a touristLOGOPart Two Situational Dialogue6.My wife is very considerate and she asked me to take a overcoat.我的妻子很体谅我，她让我带了一件厚外套。7.

21、How many spots and historical sites in Beijing?北京有多少名胜和景点呀？8.Im not familiar with the place.Im ready to hear your suggestions.我对这个地方不太熟悉，想听听你的建议。9.This place is a real hot spot.这个地方真热闹啊。10.Here are the brochures that describe various tour routes in China.You may choose anyone you like.这是些介绍各种到中国旅行线路

22、的小册子，您可以任意选择您喜欢 的一种。Useful ExpressionsLOGOPart Three Writing-skillHow to Write a Welcome Speech Tips for reference Welcome speech is the first formal speech that you face the guests.A good welcome speech should be written clearly,warm,lively,and short.In general,its content includes the following it

23、ems,that is:self-introduction,introduce the hotel where they are staying,simple Itinerary presentation and notes.LOGOPart Three Writing-skillSample 1Tour Guide Welcome Speech（I）Good afternoon,ladies and gentlemen,Welcome to Beijing!May I introduce my colleagues to you?This is Mr.Wang from China Inte

24、rnational Travel Service.He will travel with you throughout the trip in China.This is Mr.Li,our driver.His bus number is 531666.My name is Sun Mei.I am from CTYS.My job is to smooth your way,care for your welfare,try my best to answer your questions,and meet your needs during your stay in Beijing.if

25、 you have any special interest,please tell your tour leader.LOGOPart Three Writing-skillSample 2Tour Guide Welcome Speech（II）Ladies and Gentlemen,First of all,please allow me to express the most heartfelt welcome to all of you on behalf of our agency.Now I would like to brief our four-day tour of Be

26、ijing to you since I want to leave the most wonderful for you to discover.Beijing is one of the most well known capitals in the world for its long history and its historical sites and relics.I will not mention them in detail right now,but I can guarantee you that you will surely enjoy your trip here

27、 with our considerate service.Thank you!LOGOPart Three Writing-skill Suppose you are the tour guide who is assigned to guide the tourists from UK,and you are to make a welcome speech.In your speech,besides the heartfelt words,the brief introduction of the itinerary-three-day tour in Beijing should a

28、lso be mentioned.Writing PracticeLOGOPart Four Exercises1.Reading aloud until you can say it from memory,then translate it into Chinese.Beijing is the first station of China golden travel line.There are so many wonderful places worthy of seeing that one just cannot list them one by one.Here we just

29、give a brief introduction to some best-known places of interest.The Imperial Palace was the home of the emperors during the Ming and Qing dynasties,when it was known as the“Forbidden City”;Yiheyuan is a magnificent summer palace built by the Qing Emperor Dowager;Temple of Heaven Park is situated on

30、the eastern side of the Qianmen Street;and scattered around the Ming Tombs are the tombs of thirteen Ming emperors.LOGOPart Four Exercises2.Fill in the blanks according to the context.A:a tour leader B:Mr.Li,a clerk at travel serviceB:Excuse me,are you Mr.Smith from America?A:Yes,I am.B:Im Liming,yo

31、ur local(1)from CIS.A:How do you do,Mr.Li?B:How do you do?(2)to Beijing.A:Thank you.B:Mr.Smith,is everyone in the(3)here?A:Yes,everyone is here.B:OK,lets go.The(4)is waiting outside.guide_Welcome_group_coach_LOGOPart Four Exercises3.Read the following passage and decide whether they are true(T)or fa

32、lse(F).At your final destination,youd better examine your baggage for damage.If your baggage has been damaged,you can go immediately to the airline agent and demand the expense of repair.In this case,you will have to fill out a form.And be specific when describing the damage.If the airline should lo

33、se your baggage,report the loss to the airline agent.The agent will be responsible for your loss.Dont worry about your baggage if it is heavy and you cant manage it.Porters are available at many airports.These people will carry your bags for you,though not free of charge.LOGOPart Four ExercisesIn ca

34、se you are bumped from a flight for which you have a reserved ticket,and you were at the airport for check-in before closing time,the airline must pay you money unless they can get you a seat by bargaining with another passenger.If you have a confirmed reservation,and arrive at the airport on time,a

35、nd you are bumped,you can ask for a written explanation of your rights.This will explain the procedure for obtaining the money.LOGOPart Four Exercises1.If your baggage has been damaged,you can go immediately to the travel agent and demand the expense of repair.2.If the airline should lose your bagga

36、ge,report the loss to the insurance company.3.According to the passage,if the airline should lose your baggage,the agent will be responsible for your loss.4.You have to manage it by yourself even if your baggage is heavy.5.If you have a confirmed reservation,and arrive at the airport on time,and you

37、 are bumped,you can ask for a written explanation of your rights.This will explain the procedure for obtaining the money.F（）F（）T（）F（）T（）LOGOPart Four Exercises4.Role Play.The Smiths want to take a travel to China for a sevendayholiday.Now Mr.Smith is making a call to a local travel agency of CITS,as

38、king for the routes available,quotations,and specific arrangement of accommodations and scenic spots of interests.As a receptionist of the travel agency,you are answering the call and ask for more details of their requirement.Then,draft a travel plan for the family.LOGOPart Four Exercises5.Translati

39、on(1)我是中国青年旅行社的导游。(2)你们的行李将会有另一辆车送往酒店，因此你们不必担心。(3)请再说一遍好吗，我刚才没听清你的名字？I am the tour guide from CYTS._Your luggage will be sent to the hotel by another bus,so you dont have to worry about it._I didnt quite catch your name just now,would you please repeat it?_LOGOPart Four Exercises(4)请问我们旅行团的人都到齐了吗？(5

40、)请问你们有几件托运行李？(6)我们会按照你们的要求安排的。Excuse me,is everyone in the group here?_How much checked luggage do you have?_It will be arranged at your request._LOGOPart Five Social Etiquette Greeting tourists is just the first step in the whole welcoming process.As a tour guide,you should bear in mind the followi

41、ng things.First,learn how to locate the group that you are supposed to meet and offer your greeting immediately.Secondly,make a brief welcome speech and introduce yourself to the tourists.Thirdly,welcome the tourists to your city and ask them for questions and any requests.Express your wish to serve

42、 them sincerely and honestly.Finally,wish your guests a pleasant journey and a wonderful stay.Etiquette of Welcoming Tourists LOGOPart Five Social Etiquette If you are ever asked to deliver a speech,try to look happy and pleasant.Always be as polite as you can,no matter what your personal opinion of

43、 individuals or their country might be.Always remember that they will judge your company by the impression you give.First impressions are the most important and can be everlasting.LOGO返回Notes 在整个欢迎过程中，迎接观光游客仅是第一步。作为一个导游，你应该牢记以下事项。第一，学习如何找到该接待的小组并立即主动上前问候问候。第二，致一个简单的欢迎词并向游客介绍自己。第三，欢迎游客来这个城市旅游，并问他们是否有问题和任何要求，以真诚和诚恳的态度表达你想为他们服务。最后，预祝客人在逗留期间能有一个舒适美好的旅程。如果你需要发表演讲，尽量做到看起来很愉快。要一直彬彬有礼，无论你对他们个人或他们的国家有什么成见。永远切记，他们会通过你给他们的印象来判断你的公司印象。第一印象是最重要的，并有可能长久持续下去。欢迎游客的礼仪欢迎游客的礼仪