What happens when a visitor arrives with an appointment to visit a company?
What are the typical stages of the first meeting? What conversations take place?
Practice 1
Make a dialogue based on the following flow chart. If you need help, look at the
Language Checklist on page 12.
FS Now listen to the recording of a model answer.
Visitor
Introduce yourself.
Say you have an appointment with
Sandra Bates.
Decline – ask if you can use a phone.
Decline – you only need the phone.
Thank him / her.
(a few minutes later)
Thank assistant.
Ask how far it is to station.
Accept offer – suggest a time.
Receptionist
Welcome visitor.
Explain that SB will be along shortly.
Offer a drink / refreshments.
Say yes. / Offer email as well.
Show visitor to the phone.
Reply – offer any other help.
Two miles – ten minutes by taxi.
Offer to book one.
Promise to do that – say that SB is
free now.
Offer to take him / her to SB’s office.
3 Small talk: keeping the conversation going
1 Ruud Hemper from the Netherlands is visiting a customer in India. He is talking to
the Production Manager of a manufacturing plant in Delhi. Listen to the recording
of an extract of their conversation.
MANAGER: Is this your first visit here?
HEMPER: No, in fact the first time I came was for a trade fair.We began our Southeast
Asian operations here at the 2003 Exhibition.
MANAGER: Shall we have a look round the plant before lunch?
a) What is wrong with what the Production Manager says?
The answer is, of course, that it breaks a ‘rule’ of conversation. Generally, if you ask
a question you should comment on the answer or ask a supplementary question.
Language Checklist
Cultural diversity and socialising (1)
Welcoming visitors
Welcome to …
My name’s …
Arriving
Hello. My name’s … from …
I’ve an appointment to see …
Sorry – I’m a little late / early.
My plane was delayed …
Introducing someone
This is … He / She’s my Personal Assistant.
Can I introduce you to … He / She’s our
(Project Manager).
I’d like to introduce you to …
Meeting someone and small talk
Pleased to meet you.
It’s a pleasure.
How was your trip? Did you have a good
flight / trip / journey?
How are things in (London)?
How long are you staying in (New York)?
I hope you like it.
Is your hotel comfortable?
Is this your first visit to (Berlin)?
Offering assistance
Can I get you anything?
Do you need anything?
Would you like a drink?
If you need to use a phone or fax, please say.
Can we do anything for you?
Do you need a hotel / a taxi /
any travel information / etc.?
Asking for assistance
There is one thing I need …
Could you get me …
Could you book me a car / taxi / hotel / … ?
Could you help me arrange a flight to … ?
Can you recommend a good restaurant?
I’d like to book a room for tomorrow night. Can
you recommend a hotel?
Skills Checklist
Socialising (1)
Before meeting business partners and fellow
professionals from other countries, you could find
out about their country:
• the actual political situation
• cultural and regional differences
• religion(s)
• the role of women in business and in
society as a whole
• transport and telecommunications systems
• the economy
• the main companies
• the main exports and imports
• the market for the industrial sector which
interests you
• competitors.
You might also want to find out:
• which topics are safe for small talk
• which topics are best avoided.
If you are going to visit another country, find out
about:
• the conventions regarding socialising
• attitudes towards foreigners
• attitudes towards gifts
• the extent to which public, business and
private lives are mixed or are kept separate
• conventions regarding food and drink.
You might also like to find out about:
• the weather at the relevant time of the year
• public holidays
• the conventions regarding working hours
• leisure interests
• tourism
• dress
• body language
• language.
วันพุธที่ 24 สิงหาคม พ.ศ. 2554
Building a relationship
Read the text below. Identify the basic message implied by the text.
1 Building a relationship
Cross-cultural understanding (1)
Welcoming visitors
Small talk: keeping the conversation going
Eye contact
In many Western societies, including the United States, a person who does not maintain
‘good eye contact’ is regarded as being slightly suspicious, or a ‘shifty’ character. Americans
unconsciously associate people who avoid eye contact as unfriendly, insecure, untrustworthy,
inattentive and impersonal. However, in contrast, Japanese children are taught in school to
direct their gaze at the region of their teacher’s Adam’s apple or tie knot, and, as adults,
Japanese lower their eyes when speaking to a superior, a gesture of respect. Latin American cultures, as well as some African cultures, such as Nigeria, have longer
looking time, but prolonged eye contact from an individual of lower status is considered
disrespectful. In the US, it is considered rude to stare – regardless of who is looking at whom.
In contrast, the polite Englishman is taught to pay strict attention to a speaker, to listen
carefully, and to blink his eyes to let the speaker know he or she has been understood as well
as heard. Americans signal interest and comprehension by bobbing their heads or grunting.
A widening of the eyes can also be interpreted differently, depending on circumstances
and culture. Take, for instance, the case of an American and a Chinese discussing the terms
of a proposed contract. Regardless of the language in which the proposed contract is carried
out, the US negotiator may interpret a Chinese person’s widened eyes as an expression of
astonishment instead of as a danger signal (its true meaning) of politely expressed anger. 3 If necessary, read the text again. Then comment on the following:
a) observations about many people from the United States
b) observations about the English
c) an observation about Japanese children
d) the meaning of lowering one’s eyes in Japan
e) why looking at someone for a long time may be considered disrespectful
f) the meaning of widened eyes in Chinese culture.
4 Before receiving a visitor from a foreign country – or before travelling abroad –
you need to think about the cultural issues that may affect the relationship.
a) Suggest some basic research that you should do before receiving your visitor, or
before travelling.What issues should you think about?
Note: After suggesting your own ideas, compare your list with the Skills Checklist at the end of this unit.
1 Building a relationship
Cross-cultural understanding (1)
Welcoming visitors
Small talk: keeping the conversation going
Eye contact
In many Western societies, including the United States, a person who does not maintain
‘good eye contact’ is regarded as being slightly suspicious, or a ‘shifty’ character. Americans
unconsciously associate people who avoid eye contact as unfriendly, insecure, untrustworthy,
inattentive and impersonal. However, in contrast, Japanese children are taught in school to
direct their gaze at the region of their teacher’s Adam’s apple or tie knot, and, as adults,
Japanese lower their eyes when speaking to a superior, a gesture of respect. Latin American cultures, as well as some African cultures, such as Nigeria, have longer
looking time, but prolonged eye contact from an individual of lower status is considered
disrespectful. In the US, it is considered rude to stare – regardless of who is looking at whom.
In contrast, the polite Englishman is taught to pay strict attention to a speaker, to listen
carefully, and to blink his eyes to let the speaker know he or she has been understood as well
as heard. Americans signal interest and comprehension by bobbing their heads or grunting.
A widening of the eyes can also be interpreted differently, depending on circumstances
and culture. Take, for instance, the case of an American and a Chinese discussing the terms
of a proposed contract. Regardless of the language in which the proposed contract is carried
out, the US negotiator may interpret a Chinese person’s widened eyes as an expression of
astonishment instead of as a danger signal (its true meaning) of politely expressed anger. 3 If necessary, read the text again. Then comment on the following:
a) observations about many people from the United States
b) observations about the English
c) an observation about Japanese children
d) the meaning of lowering one’s eyes in Japan
e) why looking at someone for a long time may be considered disrespectful
f) the meaning of widened eyes in Chinese culture.
4 Before receiving a visitor from a foreign country – or before travelling abroad –
you need to think about the cultural issues that may affect the relationship.
a) Suggest some basic research that you should do before receiving your visitor, or
before travelling.What issues should you think about?
Note: After suggesting your own ideas, compare your list with the Skills Checklist at the end of this unit.
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