(
课件网) Unit 6 Reception Etiquette Activity 1 Personal Etiquette Part I Warm-up: Related Strategies Group Discussion 1. Can you use a sentence to define etiquette 2. Can you consider some of the benefits of etiquette 3. What is the personal etiquette a tour guide should follow 4. What do you think a guide should keep in mind when receiving the tourists Part I Warm-up: Study tips 1. Can you use a sentence to define etiquette Etiquette refers to a set of rules that allow us to interact with others in a civilized manner. Part I Warm-up: Study tips 2. Can you consider some of the benefits of etiquette (1) Gives professionals the tools to impress the guests; (2) It puts the guests at ease so that they are willing to cooperate; (3) Helps to establish rapport with others more easily; Part I Warm-up: Study tips (4) Gives the travel agency an overall polished, professional image; (5) Builds confidence and instills the perception of trustworthiness in others. Part I Warm-up: Study tips 3. What is the personal etiquette a tour guide should follow Personal etiquette represents how you feel about yourself and the outside world. Whilst we may like to think that we don’t judge people on their appearances, we do inevitably assess others by how they dress and their personal grooming. Most of people’s impressions of others are based on 80 percent nonverbal signs, so it would appear that what you say will do little to change what people think of you when they first meet you. Personal etiquette encompasses everything from your handshake and eye contact to your deportment and body language. Part I Warm-up: Study tips A tour guide must therefore take care to present themselves in an affable manner, for instance, good personal hygiene, clean uniform, friendly and honest manners, using the magical phrases like ‘Thank You’, ‘Sorry’, and ‘Excuse Me’ etc. wherever and whenever required, avoiding gossiping and being loud, appropriate eye contact (don’t stare), perfect handshake, and using moderate wide and expansive gestures (no pointing) and so forth. Part I Warm-up: Study tips 4. What do you think a guide should keep in mind when receiving the tourists When receiving the tourists, a firm handshake, lasting a few seconds, is the common form of greeting. Remember, always use your right hand, and ‘pump’ the hand two or three times before you let it go. Ensure that your fingers grip the other person’s palm. Check that your palms are not sweaty or clammy before shaking hands. In addition, it is important to speak clearly and avoid mumbling when greeting the guests as well as to set the conversation off well. Try to think of an alternative to the usual ‘how are you’ or ‘what do you do ’. Part I Warm-up: Study tips Gentle humour, shared observation, flattery and the occasional well-placed compliment all oil the wheels of conversation. Furthermore, appropriate eye contact and facial expressions will distingu ... ...
