ENGLISH FOR RECEIVING INTERNATIONAL CLIENTS

1. ENGLISH FOR RECEIVING INTERNATIONAL CLIENTS SITUATION 1.7

2. 1 2 3 4 5 Learning Goals Warm-up Activities Situated Learning Students Activities Study Material Saying Farewell SITUATION 1.7

3. RECEIVING UNEXPECTED VISITORS SITUATION 1.7 • Learning Goal: • learn how to prepare a farewell dinner for the client • know about seeing off clients at the hotel and at the airport • learn how to keep in touch with the client after departure • master the basic expressions of saying farewell • be familiar with the etiquette of saying off

4. Warm-up Questions 1. What preparations do you think should be made before a client’s departure? 2. What kind of gifts could be sent to your clients? Warm-up Activities SITUATION 1.7

5. Typical Vocabulary SITUATION 1.7 Complete the table by translating the English and Chinese equivalents of the words given 告别 check out 行李超重费 check in 个人物品 board 海关手续 departure 海关申报单 boarding pass 有效签证的 护照 baggage tag

6. Situated Learning SITUATION 1.7 Background Mr. Weasley is a German expert. He came to visit MDY Company in China on business one week ago. He you'll be leaving for home tomorrow. Huang Lily, the sales manager of MDY Company, is appointed to see him off. • Task Description Huang Lily invites Mr. Weasley to the farewell dinner and sends him a small gift. The second day she picks him up at the hotel and sends him to the airport.

7. Situated Learning SITUATION 1.7 • Task Analysis • The main task of saying farewell is to prepare a farewell dinner for the client if necessary, send suitable gifts to him, and see him off at the airport. You may thank him for his visit and express your expectation for seeing him again. Don't forget to remind him to bring all the personal belongings.

8. New Words SITUATION 1.7 • marvellous ['mɑ:viləs] adj. 奇妙的，很好的 • everlasting [,evə'lɑ:stiŋ] adj. 永恒的，持久的 • porter ['pɔ:tə] n. 行李搬运工 • unload ['ʌn'ləud] v. 卸货 • conveyor [kən'veiə] n. 输送机，传送带 • receipt [ri'si:t] n. 收据 • claim [kleim] v. 要求，认领 • lounge [laundʒ] n. 休闲室，长沙发

9. Situated Learning (Step 1) SITUATION 1.7 Listen to their conversation and fill in the blanks • Huang: Good evening, Mr. Weasley, I'm glad you've come. • Weasley: Good evening, Ms Huang, It's very kind of you to invite me to dinner tonight. • Huang: Sit down, please. The dinner in a few minutes. • Weasley: Thanks. • Huang: It's a pity that you're leaving tomorrow. Hope you'll visit our company again. • Weasley: I am sure I will. Ms Huang, I everything you've done for me. Thank you for your kindness and your help to make my trip successful. • Huang: I'm glad to hear that. I hope you have enjoyed your trip toChina. • Weasley: Oh, yes. This trip is excellent. Besides our business, I visited different places, which has helped me a lot to know more about China. • Huang: Mr. Weasley, Here is something I'd like you to . will be ready ___________________ very much appreciate ___________________________ keep as a souvenir ___________________________

10. Situated Learning (Step 1) SITUATION 1.7 • Weasley: Thank you. I'll open it, ...... Oh, it is embroidered picture. It's really marvelous. • Huang: I'm glad you like it. • Weasley: I believe my wife will like it too. I don't know how to thank you for your kindness. • Huang: It's very kind of you to say so. Well, Mr. Weasley, this is the air ticket we booked for you. The flight number is MU583, and the plane will take off at 10:55 tomorrow morning. I will arrange a car to pick you up at 8:30. Please get everything ready before that. • Weasley: You are so . I've given you too much trouble. • Huang: No trouble at all. And I should say thank you for placing an order with us. You won't be disappointed. En...Now the dinner is ready. Mr. Weasley, Please come to the table. Take this seat here, please. • ...... • Weasley: Thanks, How delicious the food is! • Huang: Mr. Weasley, here is to our friendly cooperation. • Weasley: To your health and to . • Huang: Help yourself to whatever you like. considerate and helpful ___________________________ our everlasting business relationship ____________________________________________

11. Situated Learning (Step 2) SITUATION 1.7 • Mr. Anderson: Miss Zhang, I have as you suggested, and I'd like to buy some souvenirs for my friends and relatives. Do you have any suggestions? • Miss Zhang: Well, there are a lot of Chinese specialties. Which kind do you prefer? • Mr. Anderson: I just want some typical Chinese things. And I was told that I should buy some Chinese . • Miss Zhang: Actually, you can expect to get a wonderful variety of Chinese specialties, such as silk products, embroideries, Chinese calligraphic works and paintings, teas, too many to list. • Mr. Anderson: Great! That's why I come to you for help. • Miss Zhang: Um, how about we buy different things for different people? • Mr. Anderson: Good idea. I'd like that very much. exchanged money ___________________________ arts and crafts ___________________________

12. Situated Learning (Step 2) SITUATION 1.7 • Miss Zhang: Have you ever thought of buying silk for your wife? It is soft and . Silk is still some kind of luxury in China. • Mr. Anderson: That sounds great. • Miss Zhang: What will you say to buy some crafts for your friends, like jade, paper-cuttings, embroideries, and lacquer wares? • Mr. Anderson: I'd like that. • Miss Zhang: You can also buy some kites, Chinese knots and local products for kids. Do you know that Beijing preserved fruits are popular? • Mr. Anderson: Really? I'll definitely get some. Thank you so much, Miss Zhang. By the way, how can I make my purchase when I do shopping? • Miss Zhang: In my opinion, you’d better visit various stores to check the quality and the price. • Mr. Anderson: Right. Well, thanks indeed, Miss Zhang. • Miss Zhang: My pleasure. I'd like to accompany you if you go shopping. • Mr. Anderson: Oh, terrific! You're so kind. • Miss Zhang: I wish you can in China. feels comfortable ___________________________ worth the money ____________________ enjoy shopping ____________________

13. Situated Learning (Step 3) SITUATION 1.7 • Mr. Anderson: Miss Zhang, ? • Miss Zhang: I'm afraid we can't. The labeled prices are the final prices, which are non-negotiable. , the commodities are normally worth the prices and the quality of goods is guaranteed. • Mr. Anderson: OK, I see. • Shop assistant: Good morning, sir. What can I do for you? • Mr. Anderson: Can you show me some silk, genuine Chinese silk? • Shop assistant: Certainly. ? • Mr. Anderson: Have you got anything brighter? Something more Chinese? • Shop assistant: How about the floral design with blue and yellow birds? . Can we bargain over the prices in this store ________________________________________________ Although the prices here seem higher ________________________________________________ How do you like this design _________________________________________ It's a traditional design and the colors are bright ___________________________________________________________

14. Situated Learning (Step 3) SITUATION 1.7 • Mr. Anderson: Oh, it's lovely. (to Miss Zhang) Miss Zhang, is it beautiful? • Miss Zhang: Yes, it's beautiful and very Chinese. • Mr. Anderson: (to shop assistant) Is it pure silk? • Shop assistant: Yes, guaranteed pure silk. • Mr. Anderson: How much do I need for a short-sleeved blouse? It's for my wife who's about my height but more slender. • Shop assistant: . • Mr. Anderson: All right. Please let me have a meter and a half then. • Shop assistant: Then it will be 120 Yuan. You can pay at the cashier over there. • Mr. Anderson: Good. Thank you.. I think a meter and a half would be enough _________________________________________________________________

15. Situated Learning (Step 4) SITUATION 1.7 • Mr. Anderson: So this is the famous Culture Street, isn't it? • Miss Zhang: Yes. . The buildings are of ancient Chinese style. You may get some genuine Chinese handicrafts, such as kites, clay figures, porcelains, jade, stone carvings, Chinese paintings, etc. You can look around and see if there's anything you like. • Mr. Anderson: Very good. What about the prices? Can we bargain here? • Miss Zhang: Yes. . In a general way, you may get 20%--50% off. • Mr. Anderson: Oh, I know. • (After a while) • Miss Zhang: ? • Mr. Anderson: I want to send my relatives and friends some presents which are characteristic of Chinese elements. Can you recommend some genuine typical Chinese souvenirs for me? • Miss Zhang: Would you like to have a look at the brooches, rings and bracelets? They're over there. • Mr. Anderson: Certainly. Aren't they lovely! It is a long street with hundreds of shops on either side _________________________________________________________________ You can negotiate about prices with shop owners _____________________________________________________________ Do you have anything particular in mind ________________________________________________

16. Situated Learning (Step 4) SITUATION 1.7 • Miss Zhang: How do you like this ring? It's inlaid with emerald in a coined dragon design. • Mr. Anderson: How exquisite! And so rich in color! But look at the price tag. I'm afraid it's too expensive. . • Miss Zhang: Here is a jade carving in the shape of a lamb. And here's a sapphire in the shape of a phoenix. Oh, and a little tiger! • Mr. Anderson: I think I'll take these three. One for my daughter and the rest will come in handy for presents. • Miss Zhang: The tags show the price for these three is 340 Yuan. Wait just a second. I'll talk to the shop owner. • Mr. Anderson: OK. • (after a while) • Miss Zhang: Mr. Anderson, these three pieces of beautiful jade carvings would be for 220 yuan. Is it OK? • Mr. Anderson: Good, what a bargain! I'll take them. Here is the money. • Shop owner: Thank you. • Mr. Anderson: Miss Zhang . I'm sure everyone will be very satisfied with these gifts. • Miss Zhang: It’s my pleasure. I'm glad to help. Let's have something cheaper _______________________________________ thanks for helping me with this shopping _________________________________________________

17. Summary SITUATION 1.7 • Shopping is easier if accompanied by a local interpreter. Accompanying clients for shopping is an efficient channel of establishing communication relationship and narrowing the gap between each other. The workflow of accompanying clients for shopping is as follows:

18. Students Activities SITUATION 1.7 • Task one Tips for you (A) Situation: Your client hope you to accompany him for shopping. The tips are for you to prepare a conversation. • You are Liu Ying from China The foreign affair secretary of Longxing Textile Co., Ltd. , • You Introduce some local specialties Recommend your client to go shopping at the Arts and Crafts Department Show your willingness to be his shopping guide

19. Students Activities SITUATION 1.7 • Task one Situation: You want to buy some souvenirs for your family before you go back to England, and hope the secretary of the visited company to accompany you in shopping. The tips are for you to prepare a conversation. • You are Howard from England The inspector of Evergreen Imp/Exp Corp., London, UK • You Inquire about the local specialties Inquire about where to buy handcrafts Ask Wang Ying to be your shopping guide

20. Students Activities SITUATION 1.7 • Task Two • Background • One of your clients from Australia wants to go shopping after finishing his visitation to your company. • Task Description • Group work: Recommend some local specialties to your client for his reference, and accompany your client for shopping. Act out your conversation in class. • Task Requirements • The conversation should last at least 6 minutes. The following items should be included: • 1. tell your client how to exchange money • 2. introduce local specialties • 3. recommend suitable places to do shopping • 4. accompany your client in shopping • 5. show your attentivenesswhile shopping

21. Students Activities SITUATION 1.7 • Task Two (group work) • 1. discuss on how to see your clients off and whether you would sent them any presents, then give a report to the whole class. Each group should give your comments on all the reports.

22. Students Activities SITUATION 1.7 • Task Two (group work) • 2. Improve your farewell plan referring to the comments of your teacher and classmates.

23. Students Activities SITUATION 1.7 • Task Two (group work) • 3. Act out how you see your clients off.

24. Check list for seeing clients off SITUATION 1.7

25. Assessment SITUATION 1.7 • Self- assessment Form

26. Assessment SITUATION 1.7 • Peer Assessment Form

27. Study Material SITUATION 1.7 • New words • prescribe [pris'kraib] v. 规定,命令,开药方 • preferable ['prefərəbl] a. 更好的,更合意的 • chef [ʃef] n. 厨师 • positive ['pɔzətiv] a. 肯定的,积极的,绝对的 • coach [kəutʃ] n. 长途汽车，客车， • personally ['pə:sənəli] ad. 亲自地，以个人 • ahead [ə'hed] ad. 向前地，胜于，在...之前 • estimate ['estimeit] n. 估计,估价 v. 估计,估价,评价 • domestic [də'mestik] a. 国内的

28. Study Material SITUATION 1.7 • Phrases and expressions • the last but not the least 最后但并非最不重要 • follow a prescribed order 按部就班 • deliver a speech 发表演讲 • remind … of 使..想起 • administration office 秘书室，行政办公室 • head for 前往 • keep in touch with 保持联系

29. Study Material SITUATION 1.7 • Topic-related reading Saying Farewell 1.Farewellis the last, but not the least work of reception. You should get farewell well-arranged to make the foreign client feel at home and want to come back again.

30. Study Material SITUATION 1.7 2. To follow a prescribed order in farewell arrangement is essential for you. Farewell arrangements begin with arranging the farewell dinner if there is one. Usually, before dinner, you notify the staff canteen (or some preferable restaurants) of the farewell dinner and discuss with the chef about the menu. If a farewell speech is needed, telephone or send e-mails to the person who is going to deliver the speech and remind him/her of the speech, the time and place of the dinner.

31. Study Material SITUATION 1.7 3. A farewell speech is delivered to a person who is leaving, usually by the boss or manager. In the speech, the speaker refers to the positive memories of the person who is leaving and expresses his appreciation for having cooperated with the person. The speaker also extends the best wishes to the person. After dinner, accompany your client to the hotel and ask for comments and proposals for this business travel. Inquire about the check-out time and present a gift before you leave.

32. Study Material SITUATION 1.7 4. Next, a car or a coach should be arranged to pick up the client from the hotel to the airport on the departure day. You should call the administration office two or three days in advance, and confirm the car arrangement one day before departure. Some people may wish to see off the client personally. In such a case, you should notify these people of the client’s departure time from the hotel or the departure time of the plane if they like to go to the airport directly.

33. Study Material SITUATION 1.7 5. Checking ETD (Estimate Time of Departure) is a must. You can telephone the airport several hours ahead to confirm the flight and see if there is any change.

34. Study Material SITUATION 1.7 6. The airport sets the time for check-in and boarding. It is set as follows:

35. Study Material SITUATION 1.7 7. Therefore, before heading for the airport, you should go to the hotel several hours before the plane takes off and help the client to check out. You should make sure the client has collected all his/her belongings, documents (especially passport), and has taken all luggage.

36. Study Material SITUATION 1.7 8.After arriving at the airport, it is your job to help the client with customs formalities and check-in. It is essential for you to wait in the departure lounge with the client till the time for boarding. When the client starts boarding, you should wave goodbye to him/her. It is only after you see the plane take off and disappear in sight can you leave the airport.

37. Study Material SITUATION 1.7 9. Make a report to your chief after you accomplish the task. In the meantime, keep in touch with your client by telephone or e-maileven after he goes back to his place.

38. Study Material SITUATION 1.7 Comprehension of the passage 1. A farewell speech is usually delivered by . A. a chef B. secretary C. a waiter D. boss 2. Which behavior is not polite to the client in a farewell dinner? A. toast and show respect toward the client B. Get him drunk C. Present a small gift to him D. Refer to the positive memories of the person

39. Study Material SITUATION 1.7 Comprehension of the passage 3. If your colleague wishes to see off the client, ______________. A. that is not allowed B. you will accompany that person C. you will dissuade him/her from interrupting the client D. you can tell him the client’s departure time 4. When can the client start check-in for an international flight? A. 1.5 hours before take-off B. about 0.5 hour before take-off C. 2 hours before take-off D. about 10-15 minutes before take-off

40. Study Material SITUATION 1.7 Comprehension of the passage 5. At the airport, the following is what you ought to do except ___________. A. keep his/her belonging with you in the lounge and let your client to check in himself/herself B. help with customs formalities and check-in C. wave goodbye to him/her when he/she starts boarding D. leave after seeing the plane take off

41. Study Material SITUATION 1.7 Tips for saying farewell: • If your client wants to leave during the farewell dinner, never be the first one to rise and say goodbye to him/her, or you will be considered impatient and insincere. • A gift is used as the lubricant to make communication easier and also helpful to conclude business with your client. • You’d better present a gift to your client’s taste. The gift whose package is attractive and exquisite should be neither too expensive nor too cheap. • Help your client make flight reservations and book an air ticket if it is necessary. • Consequently sending regards or e-mails to him/her can be helpful to strengthen the friendship between you and your client.

42. Useful expressions SITUATION 1.7 At the farewell dinner • Good evening, Mr. Yang, It's very kind of you to invite me to dinner tonight. • You're welcome. Take a seat, please. • Thanks, I very much appreciate everything you've done for me. • Thanks. How delicious the food is! • I'm sorry I can't see you off at the airport tomorrow. • I'm glad you have enjoyed your stay in China. • To your health and our friendship! • To our friendly cooperation!

43. Useful expressions SITUATION 1.7 Giving a gift • Here is something for you and your family. I hope you will like it. • Please accept this gift. It's a token of our friendship. • It's Longjing tea, one of the most famous teas in China. I hope you like it. • I'm so pleased you like it. • How nice of you! I'll open it right now..... Oh, it's lovely! • Thank you very much. And the packing basket is really attractive. • How skillfully it's done. It's hand-made, isn't it?

44. Useful expressions SITUATION 1.7 At the airport • It's very kind of you to come all the way to see me off. • I wish you a very pleasant journey. • Take care. And don't forget to keep in touch. • Good-bye and good luck. • Farewell and all the best.

45. Thank You ! English for Receiving International Clients