secretary-english-3

SecretaryEnglishHeYaqingLecturethreeHandlingCallsLanguagefeaturesofcallsLanguagefeaturesofcalls1.Identifyingoneselfa.donotaddMr.,Ms..Miss,Mrstoyourself,tobeidentifiedthegenderbyyourvoice.b.donotsay“Iam…/Mynameis…”Languagefeaturesofcalls2.Pronouncingphonenumbers3.Pronoucingdatesandtime4.DifferencesbetweenAm.AndBr.PhoneEnglishLanguagefeaturesofcallsDifferencesbetweenAm.AndBr.1.MayIspeaktoMr.Mailer,please?I’dliketospeaktoMr.Mailer,please.2.Onemoment,please.Holdtheline,please.LanguagefeaturesofcallsDifferencesbetweenAm.AndBr.3.I’llconnectyou.I’llputyouthrough.4.Thenumber’sbusy.Thenumber’sengaged/occupied.5.Youarewelcome.That’sallright.MakingandReceivingCallsEtiquettes1.Preparepaperandpencilallthetimeandgetreadytotakenotes.2.Pickupthephoneintime,notafterthethirdsecond.3.Alwaystellthenameofyourcompany,nameofyourselfandphonenumber.MakingandReceivingCallsEtiquettes4.listencarefullyandpatiently,nottakeitforgrantedthatyouknowwhattheotherpartwantstoknow.5.Repeatandtakenotesaboutthenumbers,names,andimportantmessages.MakingandReceivingCallsEtiquettes6.Payattentiontothethetimelag.7.Knowabouttowhomandaboutwhatyourbosswilltalk.samplesS:上午好.这里是史密斯先生的办公室.W:上午好.请找史密斯先生接电话.S:请问您是哪一位?W:我是悉尼海滨公司的威莉.S:请问您来电话想和史密斯先生谈些什么,威莉女士?W:我想和他谈一下咨询计划方面的问题.S:恐怕您是想找史密斯总裁接电话吧?W:是的.S:但这里是营销部经理詹姆斯史密斯先生的办公室.不要担心,请稍等一下,我把电话转到史密斯总裁办公室.W:谢谢.samplesS:上午好.这里是四达工程公司.我能为您做些什么?L:是的.请找肖特总裁接电话.S:非常遗憾,肖特总裁外出办事去了.是否需要转告一下?L:那好.我是爱克斯建公司的李园,想和他谈一下新签约的项目.请叫他尽快给我回电话,好吗?S:请问您的名字该怎么拼写?L:李园,李L-I是我的姓,园Y-U-A-N是我的名.S:请问您的电话号码是多少?L:我的电话号码是非功过553187S:5553187.谢谢.李女士,我会转告他的.L:非常感谢.祝您愉快.RecordingGreetingsandleavingmessagesEtiquettes1.Recordingmessagesshouldincludethefollowinginformation:nameofthecompany,thanksandrequirements,businesshourandscopeofbusiness,etc.RecordingGreetingsandleavingmessagesEtiquettes2.Thetimeoftherecordingshouldnotbelongerthan30seconds.3.Takenotesafterhearingtherecordingmessage.RecordingGreetingsandleavingmessagesEtiquettes4.Besuretostatetowhomyouleavethismessage.5.Donottalkaboutthedetailedcontentinthemessage,buttoasktheotherparttocallbacktoyou.RecordingGreetingsandleavingmessagesEtiquettes6.Whenasktheotherparttocallback,besuretostateyoucompany’sname,yournameandphonenumber,andexpressyourthankfulness.Sample1S:谢谢您给哈德逊公司来电话.我们平时的营业时间是星期一至星期五上午9:00到下午5:00.请您留言.我们将尽快给您回电话.R:该留言是给客户服务部史密斯先生的.您好,史密斯先生,我是上腾公司王再强先生的秘书南茜,请您给我回电话.我的电话号码是5513783356.谢谢.Sample1R:ThankyouforcallingHudsonCompany.Ourregularbusinesshourisfrom9:00a.mto5:00p.m.MondaythroughFriday.Pleaseleaveyourmessage.We’llcallyoubackassoonaspossible.SampleS:ThismessageisforMr.SmithofCustomerService.Hi,Mr.Smith,thisisNancy,Mr.WangZaiqiang’ssecretarycallingfromUpwardIncorporation.Wouldyoupleasecallmebackat551-378-3356?Thankyou.Sample2R:谢谢您给顺发公司来电话.如果您知道要找人的分机号,请现在输入.如果不知道,请按井字键查询公司电话簿.如果要现在公司语音信箱留言,请按星号键.如果有急事,请与迈克联系。他的分机号码是333，手机号码是7009144。谢谢。S：我是ING保险公司的朗达。这个留言是给车队主管杨海先生的。我打电话来是要确认明天下午3：00您与华兹华斯先生的约会。如果有什么需要我做的，请尽快与我联系。我的电话是3137587。非常感谢。Sample2R:ThankyouverymuchforcallingDevelopmentProCompany.Ifyouknowtheextensionnumberofthepersonyouaretryingtoreach,pleaseenteritnow.Ifnot,pleasepressthepoundkeytoaccessthecompanydirectory.Toleaveamessageinthecompanyvoicemailbox,pleasepressthestarkey.Shouldthiscallbeurgent,pleasecontactMike,extension333,cell700-9144.Thankyou.Sample2S:ThisisRhondaofINGInsurance.ThismessageisforMr.YangHai,directorofFleetDepartment.I’mcallingtoconfirmyourappointmentwithMr.BobWordsworthfor3:00tomorrowafternoon.IfIcanbeofanyhelp,pleasedon’thesitatetocontactmeat313-7587.Thanksalot.LeavingamessageS:早上好，这儿是BBK公司，我是李英。R：早上好，我是YAH公司的罗宾逊，请布朗先生接电话，好吗？S：很抱歉，布朗先生这会儿外出了，他将在下午4：30回办公室，要留言吗？R：是的，请告诉他回来后马上给我打电话。S：一定，请问您的全名是？R：贝齐罗宾逊。S：抱歉，我还没有记下来，请重复一遍。R：贝齐罗宾逊。S：谢谢，您名字的拼法是B-A-S-H？R：不，是B-A-C-H。S：您在YAH公司工作？您的电话号码是？R：是8…….S:对不起,我没听清楚,请重复一遍。R：87654321S：谢谢。YAH公司的贝齐罗宾逊先生，电话号码是87654321。R：没错！我等他电话。S：当然，请您放心，等布朗先生一回来，我就告诉他，请他马上给您打电话。谢谢您来电话。再见。TheformoftakingamessageTelephoneMessageFor:From:Date:TelNo.:Time:CompanyName:Urgent/Non-urgentAddress:———————————————Message:_________________________________________________Takenby:____________________________LettersBusinessletterKeeptheletterbriefandtothepoint;Donotuseshortenedverbforms-writethemout;Alwayskeepacopyofcorrespondenceforfuturereference.BusinessLetterSixpartstoabusinessletter.1.Theheading2.Theinsideaddress3.Thesalutation4.Thebody5.Thecomplimentaryclose6.ThesignaturelineBusinessLetter1.Theheadinga.Containsthereturnaddresswiththedateonthelastline.b.Sometimesitmaybenecessarytoincludealineaftertheaddressandbeforethedateforaphonenumber,faxnumber,E-mailaddress,orsomethingsimilar.BusinessLetter1.Theheadingc.Oftenalineisskippedbetweentheaddressanddate.Itshouldalwaysbedoneiftheheadingisnexttotheleftmargin.d.Notnecessarytotypethereturnaddressifyouusestationerywiththereturnaddressalreadyimprinted.Alwaysincludethedate.BusinessLetter2.Theinsideaddressa.theaddressyouaresendingyourletterto.b.skipalineaftertheheadingbeforetheinsideaddress.Skipanotherlineaftertheinsideaddressbeforethegreeting.BusinessLetter3.Thesalutationa.alwaysformal.Normallybeginswiththeword“Dear”andalwaysinclude