T AINAN A STRONOMICAL E DUCATION A REA 南瀛科學教育館 Reception English 櫃台英語接待 Instructor: Lily, Fang-li Lin 講師 : 林芳俐 Assistant Professor, Department of Applied English, Southern Taiwan University of Science and Technology 南臺科技大學應用英語系助理教授 September 1 st, 2015

I. G REETINGS AND S ERVING 歡迎與服務詞語 Good morning. Good afternoon. Hi!/Hello!/Welcome! May I help you? How can I help? This way, please. Excuse me. Please mind the gap/stairs! Please line up. The number of visitors is limited. Please wait for the next array.

II. A T THE I NFORMATION C ENTER / A DMISSIONS D ESK / G IFT SHOP 服務台館方資訊提供

Situation A Asking for Direction 情境 A- 問路 Receptionist: Good morning! May I help you?/How can I help? Visitor: Yes, where is the Observatory area? R: Please go straight to ….and then turn right/left. ★ V: I got it. Thank you. R: You are welcome. ★ V: I was confused. Can you say that again? R: Yes, just follow the direction and then turn right/left. Here’s the map. If you get lost again, you can check with this map or ask the staff for help. Situation A Asking for Direction 情境 A- 問路 Receptionist: Good morning! May I help you?/How can I help? Visitor: Yes, where is the Observatory area? R: Please go straight to ….and then turn right/left. ★ V: I got it. Thank you. R: You are welcome. ★ V: I was confused. Can you say that again? R: Yes, just follow the direction and then turn right/left. Here’s the map. If you get lost again, you can check with this map or ask the staff for help.

Situation B Reservation Process 情境 B- 預約 Possible questions for making a reservation: ☆ Do I need to make a reservation for a group visit? ☆ How far in advance should I make a reservation? ☆ My group is small. Do I still need to make a reservation? ☆ The individuals in my group are not students. How should I make a reservation? ☆ What happens to my reservation in the event of inclement weather? Situation B Reservation Process 情境 B- 預約 Possible questions for making a reservation: ☆ Do I need to make a reservation for a group visit? ☆ How far in advance should I make a reservation? ☆ My group is small. Do I still need to make a reservation? ☆ The individuals in my group are not students. How should I make a reservation? ☆ What happens to my reservation in the event of inclement weather?

Situation C Group Size and Type 情境 C- 遊客團體的人數與類型 Possible questions for the visitors: ☆ How many people can I bring in a group? ☆ How many chaperones am I required to bring? ☆ Is the Astronomical Education Area appropriate for elementary school-aged students? Situation C Group Size and Type 情境 C- 遊客團體的人數與類型 Possible questions for the visitors: ☆ How many people can I bring in a group? ☆ How many chaperones am I required to bring? ☆ Is the Astronomical Education Area appropriate for elementary school-aged students?

Situation D Fees and Payment 情境 D- 入場費用 Possible questions for tickets: ☆ How much does a visit cost? ☆ Who counts as a ‘senior’ for the senior group rate? ☆ How many people do I need to have to get the group rate? ☆ What payment methods are accepted? Situation D Fees and Payment 情境 D- 入場費用 Possible questions for tickets: ☆ How much does a visit cost? ☆ Who counts as a ‘senior’ for the senior group rate? ☆ How many people do I need to have to get the group rate? ☆ What payment methods are accepted?

Situation E Visit Logistics 情境 E- 旅遊動線 Possible questions for the tour route: ☆ How long does it take to explore the entire area? ☆ What time can we arrive at the Astronomical Education Area? (And, when do we have to leave?) ☆ Can my group come for a self-guided visit on the weekend? ☆ Can my group come for a workshop or guided tour on the weekend? ☆ Is there somewhere in the area where my group can eat lunch? ☆ What is there to see at the Astronomical Education Area? Situation E Visit Logistics 情境 E- 旅遊動線 Possible questions for the tour route: ☆ How long does it take to explore the entire area? ☆ What time can we arrive at the Astronomical Education Area? (And, when do we have to leave?) ☆ Can my group come for a self-guided visit on the weekend? ☆ Can my group come for a workshop or guided tour on the weekend? ☆ Is there somewhere in the area where my group can eat lunch? ☆ What is there to see at the Astronomical Education Area?

☆ Will the Astronomical Education Area have activities that the students can participate in when we visit? ☆ Does the Astronomical Education Area have a place where we can store our personal belongings? ☆ Does the Astronomical Education Area have a gift shop? ☆ How do we get to the Astronomical Education Area? ☆ Where can we park our bus? ☆ What should my group do when we enter the Astronomical Education Area? ☆ What is currently on view/upcoming exhibitions/past exhibition? ☆ Will the Astronomical Education Area have activities that the students can participate in when we visit? ☆ Does the Astronomical Education Area have a place where we can store our personal belongings? ☆ Does the Astronomical Education Area have a gift shop? ☆ How do we get to the Astronomical Education Area? ☆ Where can we park our bus? ☆ What should my group do when we enter the Astronomical Education Area? ☆ What is currently on view/upcoming exhibitions/past exhibition?

III. T AKING O RDER ( AT THE S UNDIAL R ESTAURANT ) 點餐服務

Waiter: Hello, Can I help you? Customer: Yes, I'd like to have some lunch. W: Here’s the menu. What would you like to have? C: I'd like a Taiwanese "Three Cups Chicken" with Rice. W: Black tea is served with the main course. Would you like it hot or iced? C: I'd like a glass of iced black tea with less sugar and less ice, please. W: That is $ 150 for your order. C: Here you are. W: As this is a self-service restaurant, please get the main course and drink by yourself. After lunch, please put the plate and dish to the collecting area. Thank you yourself. After lunch, please put the plate and dish to the collecting area. Thank you very much! very much! C: No problem. W: Thanks! Have a good day. C: Thank you, the same to you.

IV. A NSWERING THE P HONE 櫃台電話接聽

Basic types of Phone Answering 電話接聽基本對話模式 Situation A Mary: Hello, Tainan Astronomical Education Area. How can I help? Male: Yes, I’d like to know how to book the tour. Mary: Please hold and I’ll put you through to the information center.

Situation B Mary: Hello, you've reached Tainan Astronomical Education Area. How can I help? Male: Yes can I speak to the director, please? Mary: Who’s calling please? Male: It’s Chief Chen of Anping District here. Mary: Certainly. Please hold and I’ll put you through. Male: Thank you.

Situation C Mary: Hello, Tainan Astronomical Education Area. How can I help? Male: Could I speak to the manager of the Sundial Restaurant please? ★ Mary:Certainly. The extension number is # 1234, and I’ll put you through. ★ Mary:Just a second - I’ll see if he’s in...Hello, Manager, I’ve got a customer on the phone for you… OK - I’ll put him through. Hang on a moment, on the phone for you… OK - I’ll put him through. Hang on a moment, I’m just putting you through. I’m just putting you through. Male: Thank you.

Situation D-1 A: May I speak to Ms. Huang now? B: She is not available now. A: Can I leave a message? B: Yes, go ahead, please. / Of course. Hold on for just a second so I can grab a pen and paper. / Of course. Hold on for just a second so I can grab a pen and paper. / Sure, please excuse me for just a second. Let me find a piece of paper to Sure, please excuse me for just a second. Let me find a piece of paper to write it down. write it down.

Situation D-2 A: May I speak to Ms. Huang now? B: She is not available now. Can I take a message? A: Yes, please. When she comes back, can you have her call me at (07) ? (07) ?

Situation E A: May I speak to Chief Mr. Lee? B: He is not here right now. A: Do you know when he will be back? B: I’m sorry. I don’t know. / I have no idea. / I have no idea. / Sorry, I don’t know. But I guess he will be back in 10 minutes. Sorry, I don’t know. But I guess he will be back in 10 minutes.

Situation F A: May I speak to Director Ho? B: She is not available now. A: May I leave a message? This is Michael Harding from National Maritime Museum, England. Museum, England. B: Excuse me. My English is not that great, and I don't want to miss anything. Would you mind calling back later? I'm sorry. / Would you mind calling back later? I'm sorry. / If you don't mind, could you please call back later? My English is not very good./ If you don't mind, could you please call back later? My English is not very good./ Excuse me. My English is not very good. Can you repeat again/Can you slow Excuse me. My English is not very good. Can you repeat again/Can you slow down and repeat again? down and repeat again?

Situation G A: May I speak to the Director Ho? B: I am sorry. I'm afraid you've got the wrong number. / Excuse me. What number did you dial? Excuse me. What number did you dial? Situation H : Now it’s your turn to make a dialogue according to the situation you might have in your office:

V. R EFERENCES 參考資料

科學博物館團體預約 : 科學博物館問題解答 : 電話接聽技巧 : business/unit1telephone/1connecting.shtml