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文秘专业英语. Unit 10. Meeting & Seeing Foreign Visitors off. Study Objectives. 掌握机场接客或送客的英语口语表达 掌握酒店入住和离店的英语口语表达 掌握索赔信与道歉信的英文写法 了解常见的西餐礼仪. Tips for Picking Up Visitors.

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4105341

文秘专业英语

Unit 10

Meeting & Seeing Foreign Visitors off


Study objectives

Study Objectives

  • 掌握机场接客或送客的英语口语表达

  • 掌握酒店入住和离店的英语口语表达

  • 掌握索赔信与道歉信的英文写法

  • 了解常见的西餐礼仪


Tips for picking up visitors

Tips for Picking Up Visitors

When meeting guests for the first time, it’s of great importance to give the guests a good impression. Here are some tips on picking up guests.

  • Dress in dark colored suits and prepare notice board with the names of the visitors.

  • When meeting guests for the first time, we’ll usually have a brief self-introduction and some small talks to warm up the atmosphere.

  • For some topics of small talks, you can inquire about the journey.

  • Offer help with luggage and suggest leaving.

  • However, your attitude counts most in such occasion.


Contents

Part One Dialogues

Part TwoUseful Expressions

Part ThreeSimple Writing

Part FourExercises

Part FiveSocial Etiquette

Contents


Dialogues

Dialogue One

Dialogues

Susan is now at the airport to pick up her client, Mr. Allen Cole. Since it’s the first time to meet Mr. Cole, Susan is holding a sign saying “Mr. Allen Cole” at the pick-up point. A man walks toward her.

S: Susan Brown C: Allen Cole H: Hotel Clerk

C: Excuse me, are you Ms. Susan Brown? I am Allen Cole from JP Electronic

Group.

S: Yes, I am. (Susan holds out her hand and shakes hands with Mr. Cole.)

Very pleased to meet you, Mr. Cole.

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Dialogues1

Dialogue One

Dialogues

C: Nice to meet you, too. And please feel free to call me Allen.

S: That would be my pleasure. Can I help you with your bags, Allen﹖

C: Oh, thanks. Here you are.

S: Our car is waiting outside. Let’s go this way. (They are heading to the

.) I hope you had a pleasant flight over, Allen. I’ve travelled the

Europe routes. I know how tiring they can be.

I’m not big on

formalities.1

parking lot2

2.停车场

1.我不喜欢拘泥于礼节。

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Dialogues2

Dialogue One

Dialogues

C: Exactly. It was a pretty long trip, nearly 14 hours. This one was uneventful

except for a little turbulence during the flight.

S: Right. Did you feel ?

C: I think I am fine. It does not affect me too much, as I’ve been used to flying

.

S: That’s good. Let me drive you to the hotel and first. If you don’t

mind, we’d like to accommodate you at Garden Hotel.

C: Terrific.

jet-lag3

to and fro4

check in5

3.时差

4.连续往返地;来回地

5.登记

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Dialogues3

Dialogue One

Dialogues

(At the hotel)

H: Welcome to Garden Hotel. How can I help you?

S: I have a reservation here for a

H: May I have your name and ID card, please?

S: Sure. It’s reserved under Allen Cole. Here is the passport.

H: Just a moment, please, while I confirm your reservation. Yes, we do

have it. It’s a single room with bath, from 12th to 15th. Is that right?

S: That’s right.

single room6 .

6.单人房

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Dialogues4

Dialogue One

Dialogues

H: May I have your credit card? We need a credit card for your room

charges and incidentals.

C: Here you are.

H: Okay, now if you could please verify the room rate here, ,

and sign right here. How many keys will you need?

C: Oh, just one.

H: Okay, you’re all set. You’re in Room 8608. Take the elevators to the 12th

floor and it will be on your left. Do you need any help with your bags?

on file7

initial next to the X8

8. 用姓名首字母在X旁边签名。(注:为了方便客人在特定的地方上签名,一般会在该栏目上打个“X”)。

7.存档

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Dialogues5

Dialogue One

Dialogues

C: No, thanks.

H: Enjoy your stay with us.

(After checking in, Susan is talking about the itinerary with Allen in his room.)

S: Allen, if you don’t mind, I’d like to discuss with you about the itinerary now.

C: No, just go ahead.

I’m fine with it.9

9. 这是用于表示婉拒对方的盛情款待,如添菜,喝饮料或提供帮助等,都可以用这个表达方法。除此以外,还可以用“I am Okay with it.”

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Dialogues6

Dialogue One

Dialogues

S: Ok. Since you just arrived here, we don’t arrange any activity for you this

afternoon, in case you may need some rest. But we’ll have dinner together

tonight. Mr. Henry Stevenson will be there, too. Then tomorrow, at 9:30 a.m.,

there’ll be a meeting with Mr. Stevenson. Our car will pick you up at 9:00 a.m.

And tomorrow night, Mr. Stevenson will host a dinner party

you. Our general manager will also attend the party. On 14th, if you don’t

have any arrangements, we’ll show you around the city.

C: Thank you for your hospitality, Susan. That’s really thoughtful of you.

in honour of10

10. 为向……表示敬意

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Dialogues7

Dialogue One

Dialogues

S: You’re welcome. If you need anything, here is my business card. You can

reach me on this number.

C: Thanks. I really appreciate your help.

S: My pleasure. Do you need anything else?

C: Oh, I think what I need is a hot shower. Only a hot shower can .

S: Ok. So I’ll see you at 6:30 p.m. downstairs.

C: See you then.

perk me up11

11. (重新)活跃起来, 振作精神

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Dialogues8

Dialogue Two

Dialogues

Mr. Cole is leaving now. Susan just arrives at the hotel and checks out for him.

S: Susan Brown C: Allen Cole H: Hotel Clerk

S: Good morning, Allen. Did you sleep well last night?

C: Morning, Susan. Yes. I had a last night.

S: That’s good, So have you packed all the stuff?

C: Well, I am a . I finished packing last night. All of the important

stuff, including passport, money, and tickets are right here.

sound sleep1

light packer2

2. 轻便旅行者

1. 睡得好

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Dialogues9

Dialogue Two

Dialogues

S: Ok. Let’s go check out.

(Susan and Allen Cole walk to the hotel .)

H: Good morning. May I help you?

S: Yes. I’d like to check out now. The name is Allen Cole, Room 8608. Here’s

the key.

H: One moment, please, Madam... Here’s your bill for three-night stay. Would

you like to check and see if the amount is correct?

front desk3

3. 前台

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Dialogues10

Dialogue Two

Dialogues

S: All right. What’s the $14 for?

H: That’s for the phone calls you made from your room. Will you be putting this on your card?

S: Yes, please.

H: Could you sign here for me?

S: Sure.

H: lHere is your receipt, Madam. Thank you.

S: Thank you. Goodbye.

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Dialogues11

Dialogue Two

Dialogues

(Susan and Mr. Cole walk out of the hotel and get on their car. Soon they

arrive at the departure hall of the airport.)

C: Well, I guess it’s really time to say good-bye. In the past three days

you’ve shown great concern for my visit in every respect. Thank you so

much for your great hospitality.

S: Oh, that’s our honour. We’re pleased to have you visit us. We are

particularly happy because we signed a new trade contract to enlarge our

business range to North America.

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Dialogues12

Dialogue Two

Dialogues

C: So are we.

(Loudspeaker, Passengers for London on British Airways Flight 3863, please

board at Gate 10. )

C: Well, that’s my flight. I think I need to go through the

and . Thank you again for seeing me off.

S: I wish you a happy journey!

C: Susan, thank you very much for all your kind assistance. I think half of the

fruitful visit should owe to you.

Security Checkpoint4

Passport Control5

5. 入境处

4. 安全检查站

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Dialogues13

Dialogue Two

Dialogues

S: Thank you, Allen. I don’t think I deserve the praise. I am just doing my job.

It is very nice to work with you. I hope we can continue our business

relations and keep in touch more often.

C: Of course. Good-bye.

S: Have a nice trip. Good-bye.

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Dialogues14

New Words

Dialogues

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Dialogues15

New Words

Dialogues

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Dialogues16

Word Bank

Dialogues

immigration & passport control

入境处

Queue here. 在此排队。

schedule board 班次表

Security Checkpoint安全检查站

shuttle bus 穿梭汽车,来回机场

Happy landing. 祝您安全抵达。

terminal 终点站, 总站

trolley手推车

baggage reclaim area

取行李处

belongings 随身物品

boarding gate 登机口

boarding pass 登机牌

Bon voyage. 一帆风顺。

duty-free shops 免税店

ETD (the Estimated Time of

Departure) 预定起飞时间

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Useful expressions

For Meeting Customers

Useful Expressions

1. It’s a great pleasure to welcome you to Beijing.

很高兴欢迎您来到北京。

2. On behalf of Global Source Inc., I’d like to welcome you to Beijing.

我代表环球资源公司,欢迎您来到北京。

3. I’ll hold up a sign and wait for you at the Arrival Gate No. 8.

我会在8号到达口,举着牌等您。

4. I’ll be waiting at the parking lot. As soon as you claim your luggage, please

call my cell right away.

我会在停车场等你。你一取回行李时,请立刻打我手机。

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Useful expressions1

For Meeting Customers

Useful Expressions

5. My car is black with licence plate No. GS126.

我的车是黑色的,车牌号为GS126。

6. I have a car waiting outside to take us to your hotel.

我已备好车子,在外面等着送我们去酒店。

7. Are there any sights you’d like to see while you’re here?

在停留期间,您是否想去参观一些地方?

8. Let’s confirm the schedule over a cup of coffee.

让我们边喝咖啡边确认一下日程表吧!

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Useful expressions2

For Meeting Customers

Useful Expressions

9. There are a couple of minor changes.

有几个稍微更改过的地方。

10. Here’s my business card. You can call me on this number any time after

six or at my office during the day.

这是我的名片,6点以后,可随时打这个电话,白天可以打到我办公室来。

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Useful expressions3

For Seeing Off

Useful Expressions

1. Everything I’ve seen so far is very impressive.

到目前为止,我所看到的一切都给我留下了深刻的印象。

2. I thank you for what you have done for me.

我很感谢您的一番厚意。

3. Thank you for your warm reception and hospitality.

感谢您的热情款待。

4. It has been a great pleasure working with you.

能跟您一起工作实在是我的荣幸。

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Useful expressions4

For Seeing Off

Useful Expressions

5. Have you got everything packed?

行李都打包好了吗?

6. Well, as they say all good things come to an end.

世上没有不散的宴席(或:一切美好的事物皆有终结之时)。

7. Well, there’s nothing for it but simply to wish you well and say goodbye.

只是想简单地跟您说再见,希望你身体健康。

8. We wish you a safe and pleasant journey home.

我们希望您旅途愉快,一路顺风。

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Useful expressions5

For Seeing Off

Useful Expressions

9. Thank you for taking time off from your busy jobs to come here to see me

off.

感谢您从百忙之中抽空到这儿为我送行。

10. Our trip in China has gone smoothly and fruitfully with your help.

在您的帮助下,我们在中国的访问非常顺利并富有成果。

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Sample writing

Section 1: Letter of Claims

Sample Writing

The purpose of writing claim letters is to get better service, and hope for quicker and better settlement for the problem. The followings are the tips for writing effective claim letters.

  • At the beginning of your letter, indicate that you are making a claim and specify the type of claim that you are making (e.g., an insurance claim).

  • Describe the specific circumstances or details of the claim (for example, that a product is defective or the details of an accident). Give all relevant facts concerning the claim.

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Sample writing1

Section 1: Letter of Claims

?

?

?

Sample Writing

  • Indicate the dollar amount that you are claiming or what action you would like the reader to take and the date by which you expect the action to be taken.

  • Be sure to remain courteous and respectful. Even if you feel you have been wronged, maintain a professional, though assertive, tone at all times.

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Sample writing2

Section 1: Letter of Claims

Sample Writing

索赔信的目的是为了获取更好的服务,对已出现的问题求得尽快的、妥善的解决。以下是有关索赔信的提示:

  • 在信开头提出你要索赔,具体说明你要进行哪类索赔(如保险索赔)。

  • 描述具体的事情或索赔的细节(比如,产品的损坏或意外发生的细节)。给出所有相关的事实证明。

  • 说明你要索赔的金额,或你所希望读信者将会采取怎样措施,以及采取补救措施的时限。

  • 语气要保持礼貌。即使你深受委屈,也要时常保持一种专业又坚定的态度。

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Sample writing3

Sample Writing

Sample

Dear Mr. Black

Order No. 768197

We have recently received a number of complaints from customers about your ball-pens. The pens are clearly not giving satisfaction and in some cases we have had to refund the purchase price.

The pens complained were about the batch of one thousand supplied to our order No. 768197 of 12th April. This order was placed on the basis of a sample pen left by your representative. We have ourselves compared the performance of this sample with that of a number of the pens and there is little doubt that many of them are faulty. Some of them leak and others fail to write without rubbing.

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Sample writing4

Sample Writing

Sample

The complaints received relate only to pens from the batch referred to. Ball-pens supplied before these have always been satisfactory. We are therefore writing to ask you to accept return of the unsold balance amounting to 937 pens in all and to replace them by pens of the quality our earlier dealings with you have led us to expect.

Please look into the matter as one of urgency and let us have your reply as early as possible.

Yours sincerely.

J. Henderson

J. Henderson

Purchasing Officer

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Sample writing5

Section 2: Letter of Apology

Sample Writing

An effective letter of apology is an important part of business process and can actually improve a relationship.

  • When writing an apology letter, offer your apology in the beginning of the letter and state the problem clearly.

  • Give some explanation for what happened. And focus on what actions you are taking to rectify the problem.

  • At last, assure the reader that such thing will not happen again.

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Sample writing6

Section 2: Letter of Apology

Sample Writing

一封有效的道歉信在业务中起到很重要的作用,而且可以改善双方的关系。

  • 在写道歉信时,在信的开头要写上道歉,清楚地说明问题。

  • 然后再陈述问题发生的原因。重点是你将会如何做去弥补错误。

  • 最后,向对方保证此类事情不会再发生。

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Sample writing7

Sample Writing

Sample

Dear Mr. Henderson

Re Order No. 768197

We very much regret to learn from your letter of 12th April that the quality of ball-pens is not satisfactory. In fact this matter has caused us a good deal of concern. We will certainly replace them and have in fact already done so. Replacements have been sent by parcel post this morning.

We ourselves have tested a number of ball-pens from the production batch you refer to and agree that they are not perfect. The defects have been traced to a fault in one of the machines and this has been put right.

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Sample writing8

Sample Writing

Sample

We are arranging to send you one thousand pens to replace the unsold balance of 937. Please return the latter to us carriage forward. The extra sixty-three pens we are sending you without charge will enable you to provide free replacement of any further pens about which you may receive complaints.

We look forward to receiving your further orders and assure you that they will be filled correctly.

Yours sincerely

David Black

David Black

Production Manager

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Exercises

1. Listening.

Exercises

Listen to the following passage carefully and fill in the blanks according to what you hear.

A secretary is often involved in 1 visitors from other parts of the country or even overseas. Careful preparations must be made and 2 of the activities required needs be drawn up. It’s also helpful that the secretary does a little discreet background research on the

3 guests.

receiving and entertaining

________________________

_______________

a checklist

_________________

distinguished

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Exercises1

1. Listening.

Exercises

Listen to the following passage carefully and fill in the blanks according to what you hear.

The secretary should, on his or her own 4  inquire whether any help is needed or what their concern is really at the moment when the foreign guests arrive in the visited country such as 5  return bookings, 6 calling home and even washing. Only when all this has been settled, their minds will be much more receptive to the 7

of the beauties of the city concerned. The secretary should appear

8  trying his or her best to make the guests 9 .

initiative

___________

__________________

luggage collection

______________

exchanging

_____________

intended tour

_____________________

friendly and thoughtfully

at home

________

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Exercises2

2. Role play.

Exercises

Helen is asked to pick up her client, Tim, who is the first time to come to China. Then Helen drives Tim to the hotel and arranges the three-day itinerary for the guest. On the way to the hotel, Helen also introduces the city of Guangzhou to Tim.

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Exercises3

Exercises

3. Interpret the following Chinese expressions and complete the dialogue.

A: Excuse me,1

(您大概就是BAC公司的琼斯小姐吧)?

B: Yes, I am. Are you Mr. Li?

A: No, I’m not. I am Timmy Wong, the secretary to Mr. Li. Mr. Li asked me to come

here and meet you, 2

(因为他今天早上突然有事无法分身).

3

(他非常想见您,要我代他向您表示最热烈的欢迎).

__________________________________________________?

are you Ms. Jones of BAC Company, by any chance

____________________________________________.

because he was unexpectedly tied up this morning

___________________________________________________________.

He is very eager to meet you, and sends his warmest welcome to you

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Exercises4

Exercises

3. Interpret the following Chinese expressions and complete the dialogue.

B: I see. Well, nice to meet you. Thank you for coming to meet me.

A: It’s my pleasure. Glad to meet you, too. 4

(让我帮您拿行李吧)?

B: Oh, thanks. I really appreciate it.

A: 5

(我已备好车送我们去酒店). This way, please. How was your flight?

B: It was fine. 6

(还好,没人打扰,我睡了个好觉).

____________________________?

May I help you with your luggage

I have a car waiting to take us to your hotel

____________________________________________.

____________________________________________.

There was no trouble, and I had a good sleep

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Exercises5

_____________________________________

But actually I’d rather spend a quiet night

____________.

at the hotel

Exercises

3. Interpret the following Chinese expressions and complete the dialogue.

A: Good. Would you like an informal dinner with us tonight? Mr. Li asked me to

inquire.

B: Oh, that’s very nice of him. 7

(但实际上我情愿静静地呆在酒店休息一晚). I want to get well

prepared for tomorrow’s meeting. Mr. Li won’t mind it, will he?

A: Not at all. He expected you’d want some rest first.

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Exercises6

Exercises

4. Practical Writing.

Task 1: Write a claim letter to the manufacturer of the thermos since the

thermos you just purchased for $8.95 has a serious leak. The grape

drink you put in it ruined your new $40.00 white shirt. In the letter,

you need to explain

(1) the reason for making complaint

(2) the solution you want to see

(3) warning if they don’t make any compensation.

Task 2: According to the above writing, as the manufacturer of the thermos please write a reply letter for apology including

(1) an explanation of the fault

(2) an offer to compensate the customer

(3) wishes for retaining the goodwill of the customer.

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Exercises7

Exercises

5. Reading Activity.

Saying Goodbye Impressively

A secretary must bear in mind the rule that all is well that ends well when she or he is hosting a visiting delegation from abroad. It is the last work of the reception to see them off. Thus, it should be done even better to make perfection still more perfect if the work of the early days has been done well.

In order to do seeing off well, the secretary should make a special itinerary for it thoughtfully and effectively to follow the prescribed order in the work.

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Exercises8

Exercises

5. Reading Activity.

Saying Goodbye Impressively

Technically and specifically, the secretary should do the following things:

1. The secretary should arrange the people concerned to go to the hotel

saying goodbye to the guests the day before they leave or arrange those

who plan to see off the guests, to go to the hotel and accompany them to

the airport, the railway station or the harbour. If they like to go there directly,

the secretary should surely tell them to get there earlier, waiting to say

goodbye.

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Exercises9

Exercises

5. Reading Activity.

Saying Goodbye Impressively

2. Usually twelve hours before the guests leave, the secretary should telephone

the airport, railway station, or harbour to check the ETD (the Estimated Time

of Departure) to see if there is any change. If there is, the secretary can have

enough time to explain to the guests and make another arrangement.

3. Before the guests leave the hotel, the secretary should go there to help the

guests with these matters

● Making sure if all the guests have cleared with the hotel cashier

●Making sure if they have left their room keys and have taken back their

passports and other documents

●Making sure if they have taken all their luggage.

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Exercises10

Exercises

5. Reading Activity.

Saying Goodbye Impressively

4. The secretary should telephone the driver to make sure that the car or the

coach will not be late if she or he does not go to the hotel with the vehicle.

5. After saying goodbye to the guests, the secretary should stand by at the

airport until the plane takes off in case something unexpected may happen

for example, the aeroplane may be delayed, or if you take Air China, the

CAAC may cancel the flight.

6. The secretary should not leave the waiting room until she or he waves

goodbye and sees the plane take off, the train or the ship starts to move and

disappears from sight.

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Exercises11

5. Reading Activity.

Exercises

Please fill in the blanks according to what you have learnt from the passages.

1. A secretary should remember that when hosting

visitors. In other words, it is to

2. Before the guests leave, a secretary should telephone

or harbour to the departure time to see if

there is

3. A secretary should also ensure the guests have hotel

cashier, have taken back

______________________

all is well that ends well

_______________.

see them off

____________,

the airport

____________

check

______________,

railway station

_______________.

any change

_______________

cleared with

their passports and other documents

_________________________________.

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Exercises12

5. Reading Activity.

Exercises

Please fill in the blanks according to what you have learnt from the passages.

4. A secretary shouldn’t leave the airport until he or she sees the aeroplane

or disappears

5. The reason why the secretary shouldn’t leave the airport or station

immediately is that something might happen. For instance the aeroplane may

___________

takes off

__________.

in sight

______________

unexpected

_____________.

be delayed

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Social etiquette

Social Etiquette

Western Table Manners

Table manners play an important part in making a favorable impression. They are visible signals of the state of our manners and therefore are essential to professional success. Regardless of whether we are having lunch with a prospective employer or dinner with a business associate, our manners can speak volumes about us as professionals.

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Social etiquette1

Social Etiquette

Western Table Manners

Napkin Use

The meal begins when the host unfolds his or her napkin. Place your napkin on your lap, completely unfolded if it is a small luncheon napkin or in half lengthwise, if it is a large dinner napkin. If you need to leave the table during the meal, place your napkin on your chair as a signal to your server that you will be returning. The host will signal the end of the meal by placing his or her napkin on the table. Once the meal is over, you too should place your napkin neatly on the table to the right of your dinner plate.

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Social etiquette2

Social Etiquette

Western Table Manners

Use of Silverware (Utensils)

Start with the knife, fork, or spoon that is farthest from your plate, work your way in, using one utensil for each course. The salad fork is on your outermost left, followed by your dinner fork. Your soupspoon is on your outermost right followed by your beverage spoon, salad knife and dinner knife.

When You Have Finished

Do not push your plate away from you when you have finished eating. Leave your plate where it is in the place setting. The common way to show that you have finished your meal is to lay your fork and knife diagonally across your plate.

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Social etiquette3

Social Etiquette

Group Disccussion

The following pictures illustrate some table manners, both proper manners and some dinning faux pas. Which pictures demonstrate the proper table manners? Can you spot the errors in the photos? Discuss with your partner.

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大连理工大学出版社


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