ENGLISH FOR ENGLISH FOR RECEIVING RECEIVING

INTERNATIONAL INTERNATIONAL CLIENTSCLIENTS

SITUATION 1.1SITUATION 1.1

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Preparing for Reception

Learning Goals 1

Warm-up Activities2

Situated Learning3

Students Activities4

Study Material5

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Preparing for Reception

Learning Goal:

1. know what preparations should be made before receiving clients

2. understand how to obtain necessary information about clients

3. know how to make a receiving schedule

4. master the basic expressions of preparing for reception

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Warm-up Activities

1. Have you ever hosted any foreign visitors? If so, please describe your experience to your partner.

Warm-upQuestions

2. Can you list some occasions in which you may receive visitors?

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Typical Vocabulary

Complete the table by translating the English and Chinese equivalents of the words givenComplete the table by translating the English and Chinese equivalents of the words givenComplete the table by translating the English and Chinese equivalents of the words givenComplete the table by translating the English and Chinese equivalents of the words given

foreign affairs secretary外事秘书

invitation 邀请函

schedule

日程表，时间安排

visa

签证

budget 预算

host 主人，做东

大使馆 Embassy

领事馆 Consulate

航班，班机 flight

宾馆预定 hotel reservation

住处，食宿

花费，费用 expense

( )

( )

( )

( )

accommodation

( )( )

( )

( )

( )

( )

( )

( )

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Situated Learning

Background

Daxing Industry Co. Ltd is a joint venture enterprise. Its main business covers the manufacture and sale of various stationery and gifts which are sold both at home and aboard. The products are made exquisitely, novel and practical, beautiful and dignified. Owing to the good quality of the products and satisfactory service, the company has won a good reputation in various markets. John Smith is the purchasing manager of Tech-stationery Company in UK. Taking the opportunity of attending a fair, he is planning to visit Daxing Industry Co. Ltd. in near future and wants to see their exact production status.

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Situated Learning

Task Description

Zhou Li, as a foreign affairs secretary of Daxing Industry Co. Ltd, is told to be in charge of making preparations for receiving John Smith.

Task Analysis

The main task of making preparations for receiving the client includes writing and sending invitation, confirming his/her information, making receiving schedule, and preparing written

materials etc.

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New Words

1. etiquette [eti'ket, 'etiket] n. 礼仪 ,礼节 ,成规2. stationery ['steiʃ(ə)nəri] n. 文具3. manufacture [,mænju'fæktʃə] n. 制造 ,制造业4. exquisitely [ek'skwɪzɪtlɪ]adv. 精致地5. novel ['nɔvəl] a. 新奇的6. reputation [,repju(:)'teiʃən] n. 名誉 ,名声7. fair [fєə] n. 展览会8. status ['steitəs] n. 情形 ,状况，地位 ,身份9. confirm [kən'fə:m] v. 确定 ,批准 ,证实10. negotiation [ni,gəuʃi'eiʃən] n. 谈判 ,协商

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New Words

11. legal ['li:gəl] a. 法律的 ,合法的 ,法定的12. financial [fai'nænʃəl, ,fi-] a. 金融的 ,财政的13. presence ['prezns] n. 出席 , 在场14. insurance [in'ʃuərəns] n. 保险15. representative [,repri'zentətiv] n. 代表 ,典型16. showroom ['ʃəʊrʊm] n. 样品间，陈列室17. purchasing manager 采购经理18. be in charge of 负责，管理19. general manager 总经理20. a single room 单人房21. sales manager 销售经理

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Situated Learning (Step 1)

Zhou Li is informed to write an invitation to Mr. Smith who wishes to apply for a visa. Please read the invitation and discuss the following questions:

Daxing Industry Co. LtdLetter of Invitation

March 21, 2010 To Whom It May Concern: We are very pleased to invite Mr. John Smith, the purchasing manager of Tech-stationery

Company, to come to our company for visiting and business negotiation. The business trip will start from April 10, 2010. And because of the long business co-operation in future between Tech-stationery Company and us, they will come to China for many times.

Please note, however, that we don’t assume any legal or financial responsibility whatever regarding the presence of the representatives of Tech-stationery Company in China. All expenses of the representatives' journey to/from China, their stay in China as well as health insurance will be borne by their employers.

We send you our kindest regards and best wishes for a pleasant trip. If you have any question, please feel free to contact us on. Tel:... E-mail:... Yours sincerely, *** (General Manager signature)

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Situated Learning (Step 1)

Zhou Li is informed to write an invitation to Mr. Smith who wishes to apply for a visa. Please read the invitation and discuss the following questions:

Questions for discussion:1. For what purpose will Mr. Smith visit China?

2. Who will pay the visiting expenses of Mr. Smith?

3. Do you know where Mr. Smith can get the Chinese Visa?

Mr. Smith will visit China for visiting and business negotiation.( )

His employer, Tech-stationery Company, will pay all the expenses of Mr. Smith in China.

Yes. He can apply for a Chinese Visa from a Chinese Embassy or Consulate.

( )

( )

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Situated Learning (Step 2)

Operator: Hello! Tech-Stationery Company. May I help you? Zhou Li: This is Zhou Li from Daxing Industry Company, China. I'd

like to speak to Mr. John Smith. Operator: Hold the line, please. I'll . Mr. Smith: Mr. Smith speaking. Who's calling, please? Zhou Li: Hello, Mr. Smith, this is Zhou Li here, calling from Daxing

Industry Company, China. Mr. Smith: Oh, hello Ms. Zhou. Zhou Li: Mr. Smith, we sent you an invitation letter last week. Now I'm

calling you to of your staying in China. Mr. Smith: OK. I've just got the Chinese Visa, and

to China. Zhou Li: May I know your flight number and the exact time of arrival

so that we can meet you at the airport?

Listen to their conversation and fill in the blanks

put you through_________________

confirm the information_____________________________

booked a plane ticket_____________________________

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Situated Learning (Step 2)

Mr. Smith: Yes. The number of the flight to Shanghai is mu5511, and the arrival time is at about 8:30pm April 10th.

Zhou Li: OK. I've noted down. We'll to meet you then. Mr. Smith: Thank you very much. Zhou Li: It's my pleasure. And how many days will you stay in

Shanghai? Mr. Smith: 3 days. I have booked a ticket on April 13th to Hong Kong. Zhou Li: I see. Mr. Smith, we'll for you at Holiday

Inn ---a four-star hotel--- from the 10th to the 13th. Is that OK? Mr. Smith: That's OK. It's very kind of you. Zhou Li: Do you have any requirement? Mr. Smith: No. I don't. Zhou Li: Well, We are looking forward to seeing you in Shanghai. Mr. Smith: See you.

Listen to their conversation and fill in the blanks

go to the airport_______________________

reserve a single room___________________________

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Situated Learning (Step 3)

Date Morning Afternoon Evening Person involved

MondayApril 10

/ / Arrives in Shanghai at 20:30 and checks in at Holiday Inn, then has dinner with sales manager at Xinglong Restaurant.

Secretary: Zhou LiSales Manager:Ma Lin

Tuesday April 11

Attends Light Industrial Products Fair from 9:00 to17:00

Rest Secretary: Zhou Li

Wednesday

April 12

Visits our factory from 9:00 (workshop and showroom)

Has a talk with sales manager at the Boardroom in our Company

Rest Secretary: Zhou Li Sales Manager:Ma Lin

ThursdayApril 13

Flies to Hong Kong at 9:00

/ / Secretary: Zhou Li

Zhou Li has made a schedule for Mr. Smith according to his requirement. Read the schedule carefully and tell whether this arrangement is reasonable or not, and give your reasons.

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Situated Learning (Step 3)

Zhou Li has made a schedule for Mr. Smith according to his requirement. Read the schedule carefully and tell whether this arrangement is reasonable or not, and give your reasons.

Reference Answer: The arrangement is somewhat unreasonable. On Monday evening, the client must be very tired after a long journey, so a good rest is more suitable than having a dinner. The formal dinner could be arranged at Wednesday evening to enhance the communication with each other.

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Situated Learning (Step 4)

Group discussion: After planning a schedule, what else do you think Zhou Li should do before Mr. Smith Arrives?

Reference Answer: Zhou Li should inform all the people involved of the activities or appointments and update the schedule in case of any change. She should also inform them of the changes immediately. She should make arrangements for board and lodging, book return ticket for the client, arrange pick-up and see-off, organize transportation, present a gift, guide visit if necessary. She should prepare bilingual materials for meetings, presentations, and reports etc.

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Summary

Preparing work is the first step in receiving and hosting clients. Full preparation will lead to successful reception. The workflow of preparing for receiving clients is as follows:

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Students Activities

Task one Tips for you (A)

Situation: You are telephoning your client who is planning to visit your company. The tips are for you to prepare a conversation.

You are

Song Nan from China

The Sales representative of Century Footwear Co., Ltd. Shanghai, China You

Try to confirm the details of his flight

Confirm the hotel reservation

Inquire if the client has any special requirement

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Students Activities

Task one Tips for you (B):

Situation: The supplier is telephoning you to confirm the detailed information about your trip to their company. The tips are for you to prepare a conversation.

You are

Rex White from Australia

The head of the Import Dept. of the Island Footwear Imp./Exp Corp., Sydney, Australia You

Inform him of your flight No. and the due time of arrival

Express your satisfaction or dissatisfaction with the hotel reservation

Tell him your special requirements

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Students Activities

Task Two Background Chris Hussein is the Purchasing Manager of T&T Chemicals. He is invited to visit the Yangguang

Chemicals Imp. & Exp. Corporation next month.

Task DescriptionGroup work: Qian Shen is the Sales representative of Yangguang Chemicals Imp. & Exp.

Corporation. He is in charge of receiving and hosting Mr. Hussein. Suppose you are Qian Shen and Chris Hussein, and act out or show your preparation work for receiving the client(s).

Task Requirements

The preparation work should include the following assignments:

1. Write a letter of invitation

2. Write a letter or make a phone call to your client(s) to confirm his arriving information.

3. Make a visiting schedule for the client(s)

4. Prepare bilingual materials to introduce your company and products.

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Students Activities

Task Two (group work)

1. Making a plan on how to preparing for receiving your clients, then give a report to the whole class. Each group should give your comments on all the reports.

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Students Activities

Task Two (group work)

2. Amend the visiting schedule you made for your clients referring to the comments of your teacher and classmates.

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Students Activities

Task Two (group work)

3. Write an invitation letter to your clients; confirm the detail information of his/her arrival by telephone call.

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Check list

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Check list

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Check list for your preparation work

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Assessment

Self- assessment Form

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Assessment

Peer Assessment Form

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Study Material

New words 1. participate [pɑ:'tisipeit] v. 参加，参与2. exhibition [,eksi'biʃən] n. 展览，展览会3. facilitate [fə'siliteit] v. 帮助，使 ... 容易 , 促进4. crucial ['kru:ʃiəl, 'kru:ʃəl] a. 关键的，决定性的5. acquire [ə'kwaiə] v. 获得，取得，学到6. nationality [,næʃə'næliti] n. 国籍，民族7. competent ['kɔmpitənt] a. 有能力的，胜任的8. notify ['nəutifai] v. 通知，通告，报告9. relevant ['relivənt] a. 相关的，切题的，中肯的10. personnel [,pə:sə'nel] n. 人员，职员 a. 个人的，人事的11. formulate ['fɔ:mjuleit] v. 明确的叙述12. intention [in'tenʃən] n. 意图，意向，目的13. entourage [,ɔntu'rɑ:ʒ] n. 四周 ( 随行人员 )14. implement ['implimənt]vt. 实现，执行，使 ... 生效15. announce [ə'nauns] v. 发表，广播（电台节目），通告，正式宣布

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Study Material

Phrases and expressions

1. conclude a transaction 达成交易2. in accordance with 与…一致，依照3. in conformity with 与…相适应，遵照4. consist of 由…组成，由…构成

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Study Material

Showing Clients around a Factory

1. Business Reception is one of the most important affairs for a foreign trade enterprise in international trades and business. Successful reception plays a vital role in holding business meetings, participating in international exhibitions, and hosting clients. What’s more, a successful reception can always facilitate to conclude a transaction.

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Study Material

2. A reception starts as one is informed of his clients 'visit. The preparation work, as a crucial stage of reception, will be conducted as follows:

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Study Material

3. (1) Acquiring the clients’ information First of all, try to get the clients’ basic information

including their nationalities, ages, names, company names, sex (male, female), and health status, customs in living and eating. Secondly, you are required to be informed of their purposes, demands and schedules of the visit. Furthermore, it’s very important to get other details like their arrival date and transportation. Then you can send your clients an invitation letter so that they can apply for a visa. It follows that you should inform the competent leader of the above information and notify such information to relevant departments and personnel.

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Study Material

4. (2)Making reception plans

For common clients, the plan of reception is made according to the clients’ purpose and the practice of your company. As for important clients or teams, the plan will be formulated in accordance with the clients’ intentions and demands as well as your leader’s ideas. The plan includes the following: the basic information of clients, schedules of the visit, the arrangement of reception, lists of reception persons including entourage and seeing-off personnel, accommodation and lodging, vehicles and budget plans. The reception plan will be in conformity with the actual needs and conditions, upon the approval of the supervisor.

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Study Material

5. The schedule for foreign clients’ visit is made for the managing and controlling of the project on a day-to-day basis. It is developed progressively and identifies specific activities, and it should include the following messages: time of arrival and departure; airport or railway station; hotel accommodations; appointment (when, where, and with whom); activities (when, where, what to do, and with whom).

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Study Material

6. (3)Implementing reception plans

As the plan has been made, you should inform your clients by correspondence or telephone, confirming the schedule which consists of the arrival date, transportation and other details. At the same time, you are also required to notify your company of the following work. Firstly, prepare for the lodging and accommodation. Secondly, get ready for the vehicle. Thirdly, confirm the ways of meeting clients in airports, stations or ports. Finally, prepare for the materials of reporting. If necessary, it is better to call a meeting of the heads of relevant departments of your company and announce their respective duties.

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Study Material

Comprehension of the passage 1. Which of the following statement is NOT true? A. Reception work is an important business affair B. Reception work has little relation to business affairs C. A successful reception can promote the transactions. D. Reception work is very important in holding business meetings2. What background information about your clients should be known

except ? A. their nationalities B. their names C. the company they are from D. salary and private affairs

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Study Material

3. What should be included in your reception plan? A. the basic information of clients B. schedules of the visit C. lists of reception persons D. all of the above4. According to the passage, the schedule for foreign clients’

visit is NOT made to . A. manage the project on a day-to-day basis B. identify specific activities C. identify who receives the clients D. identify the time of arrival and departure

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Study Material

5. As the reception plan has been made, what should you do except ?

A. inform your clients to change the schedule

B. prepare for the lodging and accommodation

C. confirm the ways of meeting clients in airports

D. get ready for the vehicles

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Tips for preparation of receiving Clients

1. Make sure you send out your invitation with ample notice and without delay, this will allow your clients adequate time to make preparations and apply for a Chinese VISA, ect.

2. Reception plan should briefly state the occasion, date, time, place and receptionists, and have a reasonable layout.

3. You’d better deliver the reception plan to involved departments and personnel immediately after finishing the arrangement.

4. It is necessary to make a welcome board in your company for important clients or delegation.

5. Gift giving has its own set of protocols. And because many gifts carry symbolic meanings, it is always best to consult a culture informant before selecting gifts.

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Useful expressions

Inviting clients

1. ABC Company invites you to an exclusive fair of its latest electronic products.

2. It’s our great honor to invite you to visit ABC Company located at Beijing on Sep. 10th.

3. We are very pleased to invite Mr. Black, the purchasing manager of Tech-stationery Company, to come to our company for visiting and business negotiation.

4. This visit will provide an opportunity for you to make a better understanding of our marketing issues, and to discuss our future business cooperation in detail.

5. Please use this invitation letter to apply for your VISA to China.

6. We are looking forward to seeing you.

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Useful expressions

Talking about visiting plan 7. to Mr. Black, I’m to ask your opinion about the agenda for the

following five days.

8. We’ve drawn up a tentative program for next week, I’m wondering if it suits you.

9. It’s only a tentative plan and we can make any changes if you wish.

10. Is there anything else you’d like to achieve on this visit?

11. We appreciate the full program you’ve arranged for us.

12. I have no objection to the itinerary.

13. If it’s convenient, I’d like see my friend on Wednesday.

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Useful expressions

Confirming information 14. May I know your flight number and the exact time of arrival so that

we can meet you at the airport?

15. We’ve reserved a spacious single room for you at the Hilton Hotel with a Western restaurant.

16. The number of the flight to Beijing is FU5332, and the arrival time is at about 10:30 am.

17. I have booked an air ticket on June 2nd to Shanghai.

18. Do you have any other requirement?

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