《職場(chǎng)英語(yǔ)口語(yǔ)》 課件 Unit7 Business reception

HangzhouDianziUniversity

TheSchoolofForeignLanguagesandLiteratures

新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程職場(chǎng)英語(yǔ)口語(yǔ)UNIT7BusinessReception《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

OBJECTIVESInthisunit,Inthisunit,WeiLinasksEmilyforadviceonhercareerplanning.Emilysharesherexperienceofthefirstjobasafrontdeskreceptionist.Pleasefollowthemandlearn《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

frontdeskreceptionbasicsandskills;howtoreceivevisitorsdigitally;culturaldifferencesinreceptionetiquette.CONTENTS《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

START-UPINPUT-ORIENTEDACTIVITIESSPEAKINGSKILLSINTHEWORKPLACEOUTPUT-ORIENTEDACTIVITIESCROSS-CULTURALFOCUSFUNTIMEAFTER-CLASSACTIVITIESSTART-UP01《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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START-UP《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

Howtocreateawarmingreceptionarea?Areceptionareaisasectionofyour

officespace

thatisusedtogreetallvisitorsandtoprovideawaitingareaforthemuntiltheyaremetbythepersonthattheycametomeetwith.AGreatReceptionDeskWarmAndWelcomingEmployeesComfortableSeatingBeautifulDesignWorkAdditionalAccessoriesSTART-UP《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

Afrontdeskreceptionististhefirstpointofcontactatalargecompanyoroffice.Dailydutiesandresponsibilitiesofafrontdeskreceptionistincludegreetingandsigninginvisitors,receivingandsortingmail,schedulingmeetings,andcoordinatingofficeactivities.Theyarealsoinchargeofansweringcalls,fieldingquestionsfromcallers,operatingaswitchboard,andrelayingmessagestoofficeemployees.

Whatdoesafrontdeskreceptionistdo?Whatarethebenefitsofafrontdeskreceptionistjob?Therearemanybenefitsofafrontdeskreceptionistjob.Forexample,asafrontdeskreceptionist,youlearnvaluableskillsforcustomerrelations,multi-tasking,andtime-management.Youalsogainproficiencyinallbusinesspracticesandoperations,includingmeetingandappointmentschedulingandadministrativework.

START-UP《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

Confidence:

Areceptionistshouldspeakwithconvictionandevokeconfidenceinbothwrittenandverbalcommunication.

Basicindustryknowledge:

Areceptionistshouldknowtheinsandoutsofyourindustryandbeabletounderstandthelingoofyourcallers.Organization:

Receptionistswearadozenhatsthroughouttheday.Positivity:

Receptionistsarethefaceofyourcompany.Theirtoneshouldexcitecallerstoworkwithyourbusiness—notturnthemaway.Tech-savviness:

Receptionistsworkwithmultiplecommunicationchannels—includingphone,text,emailandevenchatbots.

Exceptionalwrittenandverbalcommunication:

Interactionswithyourreceptionistsspeakvolumesaboutyourbusiness.

Professionalism:

Thisonegoeswithoutsaying—adisheveledorunprofessionalreceptionistreflectspoorlyonyourbusinessandcandetractpotentialcallers.Timemanagement:

Areceptionist’sjobisshiftyandunpredictableinnature.Butjumpingfromtasktotaskcanwastetime.

HowreceptionistsshouldanswerthephoneKEYtoSTART-UP《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

START-UP《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

Understandingthevideoclip1.A2.D3.C4.E5.B6.J7.G8.H9.F10.IINPUT-ORIENTEDACTIVITIES02《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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INPUT-ORIENTEDACTIVITIES《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

ACTIVITY1HowtogreetcustomersACTIVITY2DigitalvisitormanagementsystemINPUT-ORIENTEDACTIVITIES《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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TheroleofthereceptionistinthedigitalageAnsweringorreferringonlineandphoneenquiriesCoordinatingmeetingsandpreparingconferenceroomsDocumentingandcommunicationactions,irregularitiesandotherneedsMaintainingthesafetyandcleanlinessofthereceptionareaManagingthesecurityprotocolandissuingvisitorbadgesProvidingfirst-linesupportfortechnicalissuesWelcominganddirectingvisitorstotheirdelegatedplaceofmeetingGonearethedayswhenareceptionist’srolewasrestrictedtogettingvisitorinformation.Theirrolehasnowevolvedtoinclude:KEYto

INPUT-ORIENTEDACTIVITIES《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

INPUT-ORIENTEDACTIVITY1

《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

(1)I—Initiate(2)C—Confirm(3)A—Answer(4)R—Repeat

(5)E—ExplainUnderstandingthevideoclipExample1:initiateawarmandfriendlygreetingwiththecustomer.Example2:answereveryquestionthatthecustomerhas.Example3:repeatthecustomer’snameandexplainthenextsteps.INPUT-ORIENTEDACTIVITY2

《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

UnderstandingthevideoclipStep1:Step2:1.2.3.

4.

5.

6.

7.8.

SPEAKINGSKILLSINTHEWORKPLACE03《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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SPEAKINGSKILLSINTHEWORKPLACE《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

ReceivingphonecallsAnsweringthephoneCompanyABC,thisisMike.HowmayIhelpyou?/Goodmorning/afternoon,CompanyABC.HowmayIhelpyou?

Purchasingdepartment,Frankspeaking.

Gettingthenameofthecallerifhe/shedoesn’tgiveittoyouMayIhaveyournameplease?/WhoamIspeakingwith?/MayIaskwho’scalling?Respondingtoacaller’srequestSure,letmecheckonthat./Letmeseeifshe’savailable./Sure,onemomentplease.

AskingsomeonetowaitonthelineCanIputyouonholdforaminute?

DoyoumindholdingwhileIcheckonthat?

(or“handlethatforyou,”“checktoseeifhe’savailable,”etc.)TakingamessageHe’s/she’snotavailableatthemoment.Wouldyouliketoleaveamessage?

He’s/she’soutoftheofficerightnow.CanItakeamessage?

Dealingwithbadconnections/wrongnumbersI’msorry,wehaveabadconnection.CouldyougivemeyournumberandI’llcallyourightback?

Ithinkwehaveabadconnection.Couldyouspeakalittlelouder,please?

I’msorry,couldyourepeatthat?/I’msorry,youhavethewrongnumber.EndingthecallIsthereanythingelseIcanhelpyouwith?…Okay,thanksforcalling.Haveagreatday.

IsthereanythingelseIcandoforyou?…Okay,haveagoodday.SPEAKINGSKILLSINTHEWORKPLACE《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

MakingphonecallsIntroducingyourselfGoodmorning/afternoon/evening.Thisis

Mikeat

(companyname)/Mikefrom

(departmentname).

CouldIspeakto

(personyou’recallingfor)?

Goodmorning/afternoon/evening.ThisisMike

at

(companyname)/Mikefrom

(departmentname).

I’mcallingabout/because…WhenthepersonyouwanttospeaktoisunavailableCanIleaveamessageforhim/her?

Couldyoutellhim/herthatIcalled,please?

Couldyouaskhim/hertocallmeback,please?

Okay,thanks.I’llcallbacklater.DealingwithbadconnectionsIthinkwehaveabadconnection.CanIcallyouback?

I’msorry,wehaveabadconnection.Couldyouspeakalittlelouder,please?

I’msorry,couldyourepeatthatplease?EndingthecallThankyouverymuch.Haveagoodday.

Thanksforyourhelp.Haveagoodday.OUTPUT-ORIENTEDACTIVITIES04《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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OUTPUT-ORIENTEDACTIVITY1

《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

ServingasafrontdeskreceptionistRole-playRolecardforWeiLinScene1:YouaskEmilywhowasrecentlypromotedforsomeadviceoncareerchoices.Youaskhersomequestionsaboutherfirstjobasafrontdeskreceptionist.Scene2:YouareinterestedinEmily’sfirstjobandrehearsewithEmilyaboutphonecalls.Youplaytheroleofareceptionist.Youshould:(1)askforsomebody;(2)askreasonsforcalling;(3)askformessageinformation;(4)endthecall.RolecardforEmilyScene1:YoushareyourfirstjobexperienceandadvisethatWeiLinshouldstartfromanentry-leveljob.YoualsoanswerWeiLin’squestionsaboutyourfirstjobasareceptionist.Scene2:YourehearsewithWeiLinandplaytheroleofthepersonwhomakesthecall.Youshould:(1)givepersonalinformation;(2)givereasonsforcalling;(3)leavemessages;(4)endthecall.OUTPUT-ORIENTEDACTIVITY2

《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

2.Companiesshouldkeeparecordofvisitorsintheofficeatalltimes.Avisitorsign-inprocedure,includingtherequestforproofofidentification,iscrucialforknowingwhoisinyourofficeincaseofanemergency.3.Manycompaniesalsochoosetoclearlyidentifyworkplacevisitorsvia

printedIDbadges.Thisisacost-effectiveandsimpleapproachtoeasilyrecognizeaguestinyourfacility.Visitorsshouldbeaccompaniedbyanemployeeatalltimeswhileintheoffice.

Servingasa“watchperson”O(jiān)UTPUT-ORIENTEDACTIVITY2

《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

職場(chǎng)英語(yǔ)口語(yǔ)》

TasksforemployersServingasa“watchperson”Thevisitorarrivesatthe(1)reception

area.Thereceptionistgivesthevisitora(2)tablet

toenterhisdetails.Thevisitorclicksa(3)selfie.D.Thereceptionistreceives(4)self-registration

andthevisitor’smeetingrequestonhercomputer.E.Thereceptionist(5)forwards

themeetingrequesttothemanagerthevisitorwantstomeet.F.Themanagergetsapop-upalertonhislaptopforthevisitor’smeetingrequestand(6)approves

authorization.G.Thereceptionistreceivesapproval(7)pop-up.H.Thereceptionist(8)prints

thevisitorpassandhandsitovertothevisitor.I.Thevisitorgoestomeetthe(9)manager.J.Afterthemeeting,thevisitorcomesbacktothereceptionarea.Thereceptionisttakesthepassbackandscansbarcodetomarkthe(10)exitofthevisitor.CROSS-CULTURALFOCUS05《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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CROSS-CULTURALFOCUS《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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Whatisproperbusinesscommunicationetiquette?Whencommunicatinginperson,lettheotherpersonknowyou’relisteningandengagedbymaintainingeyecontactandavoidingmultitaskingduringyourconversation.Ifyouexpectyourconversationtotakemorethanacoupleofminutes,considerschedulingameetingaheadoftimetogiveyouraudiencetimetoadjusttheirworkflowaccordingly.Whencommunicatingviaphoneorvideocalls,takeextracareand,forvideocalls,trytolookintothecameraratherthanatyourscreen.Whenreceivingacall,answerpromptly,andbesuretokeepyourcellphonemutedoronvibrateduringmeetingstoavoidbeinginterrupted.Whencommunicatinginwriting,whetheryou’repenningaquickemailtoacolleagueordraftingaformalreporttoshareatanupcomingmeeting,payspecialattentiontotone.Tonecanbemorechallengingtopickupon—andconvey—inwriting,sobesuretoalwaysrereadyourworkandassesswhetheryourtoneisappropriateforthesituation.

FUNTIME06《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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KEYtoFUNTIME《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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FUNTIME《新形態(tài)大學(xué)英語(yǔ)口語(yǔ)系列教程

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UnderstandingthevideoclipWhenMargaret,astheworld’sloneexpertonreceptiondesksisasked“What’sthefriendliestreceptionyou’veeve