Unit 4 What can I do for you

Unit Goals

Part 1 Practical Listening & Speaking

Part 2 Business Speaking

Part 3 Listening Practice

Part 4 Fun Listening

Unit Goals

When the students finish learning this unit, they should be abl

e to

know how to receive visitors at reception

know how to show someone around the company

understand handshake customs

Lesson 7Part 1 Practical Listening & Speaking

A. Word Study

B. Functional Listening

C. Language Check

D. Controlled Practice

E. Business Culture

A. Word Study

reception 前台 restroom 洗手间

receptionist 前台接待员 corridor 阳台

appointment 约会，约定，预约 conference room 会议室

sign in 签到Customer Services Department

客户服务部门

expect 期待，期望 Finance Department 财务部门

black coffee 黑咖啡 canteen 食堂；小卖部

elevator 电梯 workstation 工作台；工作站

show ... around 带领 ... 参观 cubicle 小隔间

B. Functional ListeningTask: Receiving visitors at the reception: listen to the recording and fill in the blanks.

Sally: Good morning. Can I help you?

Harry: Good morning. I've got an appointment with Sandy Yang. My name is Harry Linden from AMT.

Sally: Welcome to DSN, Mr. Linden. (1) ________________________________?

Harry: Ok.

Sally: Please sign your name here, and also write down the name of the person you are visiting. This is your visiting card.

Harry: Thanks.

Sally: (2) _______________________________________?

Harry: Half past ten.

Sally: Just a moment. I'll see if she's free now.

Harry: Thank you.

Sally: I'm afraid she's in a meeting right now. Would you please sit down 3) _____

_______________________? Can I get you something to drink, tea or coffee?

Harry:Yes, thanks. Coffee, please. Black for me.

Sally: Here is your coffee.

Harry: Thank you.

Would you mind signing in first

What time is Ms. Yang expecting you

and wait for a few minutes

(A few minutes later)Sally: Mr. Linden, (4) _________________. Do you know where her office is?

Harry: No, I don't.

Sally: It's on the second floor. Come out of the elevator and turn right. It's the second door on the left.

Harry: Thank you.

Sally: Not at all.

you can go up now

How to receive a visitor?greeting visitors

asking for visitor's name and visiting time

offering help

giving directions

procedures

C. Language Check

Task One: Greeting visitors

A: Good morning, Sir. How may I help you?

B: Yes, I've got an __________with Sandy Yang.

Task Two: Asking for visitor's name and visiting time

A:May I have your name please?

B: My name is Peter Henderson.

A:________ to RUP, Mr. Henderson. Could you _____ your name here, and also write down the name of the person you are visiting?

B: Yes, certainly.

A: What time is Mr. Jackson ___________ you?

B: Half past eleven.

appointment

Welcome sign

expecting

Task Three: Offering help A: Just a moment. I'll see if he's free now. I'm afraid he's ____________ right now. Would you please sit down and wait for a few minutes? B: Ok, thank you. A: Can I get you something to _____, tea or coffee? B: Yes, thanks. Coffee, please. Black for me.

Task Four: Giving directions

A: Mr. Henerson, you can go in now. Do you know ________ his office is?

B: No, I'm afraid I don't.

A: When you get in, turn right. Going along the corridor ______ the end and then turn left. His office is the second one _____ the right.

B: Ok. First right, then left. Thanks a lot.

in a meeting

drink

where

until

on

D. Controlled Practice

Work with your partner to make a dialogue based on the following chart.

YOU

Introduce yourself.

Say you have an appointment with Susan Yang.

Decline- ask if you can use a phone.

Decline--only need the phone.

Thank the receptionist.

A few minutes later

Thank the receptionist.

Say "thanks"

Say "Please. Thanks."

YOUR PARTNER

Welcome the visitor.

Say Susan will be here in a fow minutes. Offer a drink.

Say yes. Offer the fax machine as well.

Show the visitor to the phone.

Say " You are welcome".

A few minutes later

Reply--offer any other help

Say Susan is free now. Offer to take him to her office.

E. Business Culture---Handshake CustomsListen to a passage and discuss the following questions with your partner.

(1) Do you shake hands when greeting people?

(2) Do you use any other body language when greeting your friends?

(3) How do people shake hands in English-speaking countries?

Pair WorkPair WorkA

Role PlayRole PlayB

Part 2 Business Speaking

A. Pair work

Task: Work with your partner to put the conversation in correct order and practice it.

(1) Hello, my name is Robert Burton and I'm here to see Mr. Richardson in sales.

2) You are welcome.

3) Good morning. Can I help you?

4) Just a moment, please. He'll be down in a moment. Please take a seat.

5) Thank you.

B. Role play Task: You are an HR assistant. Your partner is a new employee. Look at th

e floor plan below. Show your new colleague around the company. The "tour" starts at the reception. Use the following expressions.