UNIIT 7 Receiving Visitors
Focus
● Receiving business visitors at the office
● Manners in receiving visitors
Warming Up
The following questions may help you understand what you are going to learn in this unit. Work in pairs or groups and try to answer the following questions：
1. Do you think it is easy job to be a receptionist in a business company？
2. What should a receptionist do and say when a visitor arrives？
Part 1 Receiving a visitor with an appointment
Mr.Lee comes to the Beijing office of a French company for his appointment with Mr.Adams.Hehas to wait because Mr.Adamsis taking aninternational call.The receptionistbrings him some tea and some magazines and apologizes for keeping him waiting.
Receptionist: Good morning. Can I help you？
Lee: Yes, I have an appointment with Mr. Adams at 10:30.
Receptionist: May I have your name, please？
Lee: I'm Michael Lee from Wuhan ProStar Electronics Co., Ltd.
Receptionist: Please take a seat.I'll tell Mr.Adams's secretary that you are here.（Intercom）Mary, Mr.Lee is here for his appointment.
Mary: I'm sorry, but Mr. Adams is taking an international call. Would you ask Mr. Lee to wait for a few minutes？
Receptionist: All right.（To Lee）Mr.Adams is taking an international call.Would you please wait for a few minutes？
Lee: Yes, of course.
Receptionist: Would you like some tea？
Lee: Yes, please.
Receptionist: How would you like your tea? Strong or weak？
Lee: Not too strong, please.
Receptionist: Would you like some sugar with your tea？
Lee: No, thank you.
Receptionist:（Tea served）And some magazines？
Lee: Oh, good. Thank you very much.
Receptionist:（A moment later）I'm sorry to have to keep you waiting, but he's still on the phone.
Lee: That's quite all right. I really enjoy reading these magazines.
Target Vocabulary
receptionist 接待員
international call 國際長途電話
intercom 內部通話設備，對講機
Notes
1. How would you like your tea, strong or weak？
您的茶要濃點還是淡點的？
2. I'm sorry to have to keep you waiting, but he's still on the phone.
很抱歉讓您等著，可他還沒講完電話。
on the phone．在接電話中，在電話里。例如：
She told me about this event on the phone．關于這件事，她在電話里告訴了我。
Comprehension Questions
1. How does the receptionist greet Mr. Lee？
2. Does Mr. Lee has an appointment with Mr. Adams？
3. Can Mr. Lee see Mr. Adams immediately? What does the receptionist say and do？
Part 2 Receiving a visitor without an appointment
Mr.Ron Hansen is the sales manager of CMA Logistics Co.He comes to Wuhan ProStar Electronics Co., Ltd, hoping to meet Mr.Lee and have a talk with him. Unfortunately, Mr.Leeis not available and Mr.Hansenhas to come again.
Receptionist: Good afternoon, Sir. What can I do for you？
Hansen: Hello, madam. I'm Ron Hansen from CMA Logistics and I'd like to see your general manager for a few minutes.
Receptionist: Have you got an appointment with him？
Hansen: No, I am afraid I haven' t. But I have got something important to talk to him. I wonder if he could spare a few minutes. I believe he will be interested.
Receptionist: If you'll just wait a moment, I'll see if he is available.Please take a seat.
Hansen: Thanks very much.
Receptionist:（Dials）Mr.Lee? This is Mary.There is a Mr.Hansen from CMA Logistics here in reception.He would like to see you but he has got no appointment.
Lee: A Mr. Hansen? Did he say what it is about？
Receptionist: No. But he said he had something important to talk to you.
Lee: But I am having a meeting right now, then I'll have a business lunch with Mr. Ribery. Tell Mr. Hansen that I will be able to see him sometime later.
Receptionist: All right.（To Mr.Hansen）I am sorry, Mr.Hansen, Mr.Lee is not available now, but he would be glad to see you sometime later.
Hansen: Is he free later this afternoon？
Receptionist: I don't think so. Mr. Lee is very busy at the moment.
Hansen: Then when will he be free? Can I come again tomorrow？
Receptionist: Let me check his schedule. Well, he is free on Friday afternoon.
Hansen: Okay, I'll come again at 2:00 on Friday afternoon. Thank you for your help.
Receptionist: You are welcome. Goodbye.
Target Vocabulary
logistics 物流，后勤
wonder 想知道；納悶
spare 抽出（時間、金錢等）
available 可得到的；可用的；有空的
reception 接待處，服務臺
business lunch 商務午餐
schedule 安排，計劃表
Notes
1. I wonder if he could spare a few minutes．不知道他能否抽出點時間。
表達請求的時候，用I wonder if是非常委婉有禮貌的說法。例如：
I wonder if you could spare some time．希望您能抽出一點時間。
I wonder if you could advance shipment．不知道您是否能提前裝運。
2. Did he say what it is about？他說了是什么事嗎？
如果想問對方有什么事情，應避免說What's your business？或者What do you want？
因為這樣非常粗魯。可以這樣說：
Can I ask what it is about？我能問一下您有什么事嗎？或者
Can I ask what you wish to see him about？我能問一下您找他是什么事嗎？
Comprehension Questions
1. What company does Mr. Hansen represent？
2.Mr.Hansen has not an appointment with Mr.Lee, has he？
3.Is Mr.Lee available rightnow? Why？
4. When will Mr. Hansen come again？
Part 3 Hosting a client at the office
Mr.MichaelLee, salesmanager of Wuhan ProStar Electronics Co., Ltd, ishosting Mr.F.Ribery, a French businessman from Auchan Group, athis office.
Ribery: Thank you very much for collecting me.
Lee: It's a pleasure. Don't mention it. Is your hotel okay？
Ribery: Yes, thanks. It's fine.
Lee: It is good of you to visit us. Thank you for sparing the time. I know you have a busy itinerary.
Ribery: It's a pleasure, Mr. Lee. I enjoy coming to China. And I have been looking forward to my visit to your company. I also hope to conclude some business with you.
Lee: It's kind of you to say so.We'll do our best to make your visit worthwhile.
Ribery: I believe so.
Lee: So, we aren't a very big company, but I think we are very efficient.
Ribery: How many people do you employ？
Lee: About 80 full-time, including 30 technicians and engineers. And we take on casual staff when we need them. Would you like some more coffee, Mr. Ribery？
Ribery: No, thank you. And, please, call me Franck.
Lee: And you must call me Michael. So, shall we have a look around？
Ribery: That would be very nice.
Lee: Then perhaps we could have some lunch. And then after lunch some of my senior managers will make a presentation to you. Would you like to leave your coat and briefcase here？
Ribery: Thank you.
Target Vocabulary
collect sb 接某人
itinerary 日程安排，行程
conclude some business 做成生意
worthwhile 有價值的
employ 雇傭，使用
efficient 有效率的
ful-ltime 全職的
staff 全體職員
casual staff 臨時人員
senior manager 高級經理
make a presentation 做現場演示，演講，陳述
briefcase 公文包
Notes
1. How many people do you employ？
你們公司有多少員工？
2. About 80 full-time. But we take on casual staff when we need them.
大約有80個全職員工。但有需要的時候我們可以雇臨時工。
The staff of an organization are the people who work for it. staff是全體工作人員的意思。例如：
The sales department has a staff of six people．銷售部有6名員工。
He thanked his staff．他對手下表示了感謝。
full-time staff 全職員工
part-time staff 非全日工作人員
casual staff 短工，散工，臨時工
Comprehension Questions
1.How many people work full time for Wuhan ProStar Electronics Co., Ltd？
2.What's Mr.Ribery's first name？
3. Will Mr. Lee show Mr. Ribery around the company？
4. What will they do after lunch？
Oral Practice
Individual Work
1. Substitution Exercises
Drill 1 Good morning.…？
Complete the above sentence by using the following：
—How may I help you
—What can I do for you
—Can I help you
Drill 2 I have an appointment with…at….
Complete the above sentence by using the following：
—Mr.Lee;10:30
—Mr Ribery;1 1:1 5
—your general manager;2:00
Drill 3 Mr.Lee…, but he would be glad to see you as soon as he is free.
Complete the above sentence by using the following：
—is not available at the moment
—is having a meeting right now
—is talking on the phone
—is occupied at the moment
Drill 4 Mr.Lee would like to see you now in his office.….
Complete the above sentence by using the following：
—I'll show you the way
—This way, please
—Would you come this way, please
Drill 5 I'm sorry to have to keep you waiting, but….
Complete the above sentence by using the following：
—he's still on the phone
—he's still in the meeting
—he's still occupied
2. Practice Sentences
1）May I have your name, please？
2）May I ask what company you work for？
3）Could you tell me what company you are representing？
4）Can I ask what you wish to see him about？
5）Please go right in. He's expecting you.
6）Please take a seat. I'll see if he's available.
7）Please have a seat. Mr. Jones will see you in a few minutes.
8）I'm sorry to keep you waiting, but he's still on the phone.
9）Would you come this way, please？
10）I'm sorry Mr. Lee is occupied at the moment and he may want to get in touch with you in the future. Would you leave your card？
3. Oral Translation Exercises
1）請問這是武漢寶星電子公司嗎？
2）我是CMA物流公司的業務員，這是我的名片。
3）請問你事先約好了嗎？
4）我想見你們的總經理王先生，我事先約好了的。
5）好的，王先生正在他辦公室里等你，請這邊走。
6）謝謝你抽出時間來，我知道你的日程很緊。
7）我們會盡一切努力使你的來訪有價值。
8）我12點鐘要見菲利普，商談展品的設計。
9）你好，亞當斯先生。我們在電話上交談過的。
10）對不起打斷了你的工作。
Pair Work
Work in pairs.Construct dialogues based on the following situations.
Task 1
Student A: You are a receptionist of ABC Trading Co., and you are receiving a business visitor who has got an appointment with your manager.
Student B: You are from BVI Technology and now you are in ABC Trading Co.for your appointment with the general manager.
Task 2
Student A: You are a receptionist of ABC Trading Co., and you are receiving a business visitor who wants to see your manager but without any appointment.
Student B: You are from BVI Technology and now you are in ABC Trading Co.You would like to see the general manager but you have not got an appointment.
Group Work
Students will work in groups of 5～6 and have a discussion on the following questions：
1. What are the duties of a receptionist in a business company？
2. What qualities do you think are necessary for a professional receptionist？
Cultural References
1. A good receptionist can have a significant positive impact on an organization or business by creating a good first impression, both by phone and in person.
2. To be a professional receptionist, you should greet all visitors with a smile and friendly demeanor. Find out how you can help them. Focus on the visitor and his questions or needs. Provide the visitor with needed information or, if you don't know the answers, take whatever steps are needed to ascertain the information. If the visitor has come to see someone in the company, give him complete directions or, even better, walk him to his destination.
3. The receptionist job description also includes the following：
● Answer phones and transfer calls to the appropriate employees
● Take messages and make sure they get to the appropriate employees
● Make reservations
● Offer guests something to drink
● Accept and sign for packages and distribute mail
● Handle questions about the business or offer brochures with business information
● Maintain a pleasant appearance of the reception area or lobby