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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 distinguish one from the rest of the
crowd and indeed leave a pleasant mark with the person
one meets with. As you listen, give active signs of
listening: look at the person talking to you. Give him your
full attention. Gently leaning towards the other person and
nodding occasionally to acknowledge agreement conveys interest. A (genuine) smile is always a winner.
Part II Toolbox: Situation I
II. Sample Dialogue
1. bear in mind: 谨记
2. comply with: 符合
3. cleanliness is next to godliness: 整洁近于美德
Part II Toolbox: Situation II
II. Sample Speech
1. dining etiquette: 就餐礼仪
2. specialty dishes: 特色小吃
3. table manners: 餐桌礼仪
4. the main dish: 主菜
How to make yourself more beautiful and decent
1. Hair
Clean it often, at least once every 3 days
Comb it often, esp. before a negotiation. It’s better
to take a comb with you all the time.
Not too long hair. (Gentlemen)
Gentlemen : 前不覆额, 侧不掩耳, 后不及领, 面不
留须.
The color (Asians): the original
How to make yourself more beautiful and decent
2. Face
Keep clean
Wear no beard (including ladies)
Cut the vibrissae[vai’brisa]鼻毛 out of your nose.
Keep your mouth clean. Brush your teeth after a
meal.
Facial expression: smile. (6-8 teeth)
How to make yourself more beautiful and decent
3. Smile
发自内心、自然大方，显示出亲切。要由眼睛、眉毛。
嘴巴等方面协调完成。
避免生硬、虚伪和笑不由衷。
要笑得好并非易事，应进行训练。可以对着镜子练习，
也可自拍。
How to make yourself more beautiful and decent
4. 视线
视线向下表现权威感和优越感
视线向上表现服从与任人摆布
视线水平表现客观和理智
How to make yourself more beautiful and decent
5. 注意事项
Avoid eating garlic(蒜), leek (韭菜), shallot(葱) and
onion, etc.
Remove your eyes’ garbage.
Keep your glasses clean.
How to make yourself more beautiful and decent
6. Hand Nursing
Wash often.
Never long fingernails.
How to make yourself more beautiful and decent
7. 表情神态
主要规则
重在面部
表现谦恭
表现友好
表现适时
表现真诚
眼神
微笑
Extensive Oral Exercises
1. A fire takes place at midnight in the hotel. The fire scene is only two storeyed down the floor where the Group A stays. How does the tour guide of Group A lead tourists for self help
Extensive Oral Exercises
(a) If fire burns on your body, roll around on the
ground or put out the fire with heavy clothes;
(b) In case you need to go through the dense
smoke, wrap up your body with soaked clothes,
cover up your nose and mouth, crawl along the
wall by pressing close to the ground;
Extensive Oral Exercises
(c) If the door is blocked up by fire you can not run
out, stop up the door cracks with soaked clothes
or beddings, sprinkle water around to bring
down the temperature and wait for rescue;
(d) Shout to fireman by waving colorful clothes;
(e) Assist to handle matters arising from the fire
afterwards.
Extensive Oral Exercises
2. While the group is about to tour the walking
street along the Shangxiajiu Road, several guests
wish to take a boat ride on the Pearl River at night
because they have been to the walking street.
Guests want the guide to help them to get there by
using the bus of the group and pick up them after
the boat ride. As a local guide, how will you handle this
Extensive Oral Exercises
(a) Tour guide should help the tourists if there is
enough time to make arrangement for the boat ride;
(b) Discuss the matter with the driver to find out
whether it’s convenient for tourists to use this bus.
If not, please give directions and let tourists go by
taxi;
Extensive Oral Exercises
(c) Remind guests of the hotel name, phone number,
personal safety and not being too late to come back
the hotel;
(d) Guests are required to pay for the boat ride and
will not get refund from the package service
payment for sightseeing to the walking street.
Unit 6 Reception Etiquette
Activity 2 Reception Etiquette
Part I Warm-up: Related Strategies
Group Discussion
Can you give some tips on common gifts
Part I Warm-up: Study tips
1.Desk and office accessories that make good gifts include fine quality pens, or business card holders.
2. If the person smokes cigarettes, a nice cigarette lighter could be given.
3. A quality bottle of wine always makes a good gift for someone who drinks alcohol.
4. Chocolate is always a good choice.
5. Flowers can be frequently used as a gift.
Part II Toolbox: Situation I
II. Sample Dialogue
1. swear words: 脏话
2. poor language: 不得体的语言
3. bring up: 提及，提出
4. vent one’s spleen on sb: 冲某人发脾气
Part II Toolbox: Situation II
II. Sample Speech
1. press their palms together: 双手合十（合十礼）
2. easy going: 随和
3. honorary titles: 荣誉称号
What is the “Three A” principle in social communications
Three A
ACCEPT
APPRECIATE
ADMIRE
Handshakes
To an effective handshake
Say your name and extend your hand.
Handshakes are vital in social situations.
Develop a comfortable handshake and keep it consistent.
Handshakes should not be too hard; or too soft.
Make a solid connection of the web skin between the thumb and
forefinger.
The host or person with the most authority usually initiates the
handshake.
Handshakes
CORRECT
FALSE
Eye contact
1. Eye contact is another critical（决定性的）factor when meeting people.
2. Eye contact increases trust.
3. It shows confidence and good
interpersonal skills.
4. Eye contact shows respect for the person
and business situation.
Extensive Oral Exercises
1. What’s the manner of a tour guide on a tourist bus
2. How does the tour guide provide tourists with psychological
service
Extensive Oral Exercises
1. What’s the manner of a tour guide on a tourist bus
(a) Tour guide should speak with a tone that is beautiful , natural, proper, changeable and pleasing to the ear, which can affect listeners to have natural and cordial feelings;
(b) The expressions, gestures, voice and tones should be coordinated well with the explanation content and atmosphere in perfect harmony.
Extensive Oral Exercises
2. How does the tour guide provide tourists with psychological
service
(a) Respect tourists;
(b) Keep smiles in service;
(c) Use flexible expressions in service;
(d) Building up partnerships with tourists;
(e) Provide unique service for individuals.

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