涉外秘书沟通实务-1（课件）- 《涉外秘书实务》同步教学（水利水电版）

Contents Chapter One Office Routines Chapter Two Business Trip Chapter Three Reception Chapter Four Meetings Chapter One Office Routines Project One Telephone Communication电话沟通 Part one: General knowledge知识目标 Part two: Field Practice实训练习 Part three: Assessments实训评估 Project Two Mail Management信函管理 Part one: General knowledge知识目标 Part two: Field Practice实训练习 Part three: Assessment实训评估 Project Three Time Management时间管理 Part one: General knowledge知识目标 Part two: Field Practice实训练习 Part three: Assessments实训评估 Project One Telephone Communication电话沟通 Goals and objectives To learn to effectively managing telephone communications Knowledge To know telephone etiquette, telephone message taking and telephone responsibilities To learn useful expressions for telephone communication Skill To practice good telephone courtesy To develop telephone communication skills To learn to perform telephone responsibilities by handling various telephone calls properly: Making calls, taking and transferring calls, screening calls, etc. Part one: General knowledge 电话沟通须知 How to handle telephone communication properly如何正确处理电话交流 Secretaries hand telephone communication every day. Screening calls is often an unpleasant part of the job. But it is sometimes necessary because the person for whom you are screening does not always have time to talk or want to talk to the caller. In the opening case, the receptionist is not successful in screening the coming calls since she leaves doubt that Ms. Stell is THERE in the office by asking who the caller first instead of declaring that Ms. Stell’s unavailability. Case study 1 案例1 Caller: I need to speak with Ms. Stell, right away. Receptionist: May I get your name and number please? She should put this way Receptionist: “I’m sorry, Ms. Stell is unavailable at this time, may I take your name and number and have her return your call? Or may I help you?” Case study 2 案例2 Receptionist: Bookkeeping, James Stewart Caller: I need to speak wit