涉外秘书沟通实务韩乃臣 涉外秘书沟通实务 1

《涉外秘书沟通实务韩乃臣 涉外秘书沟通实务 1》由会员上传分享，免费在线阅读，更多相关内容在教育资源-天天文库。

1、ContentsChapterOneOfficeRoutinesChapterTwoBusinessTripChapterThreeReceptionChapterFourMeetingsChapterOneOfficeRoutinesProjectOneTelephoneCommunication电话沟通Partone:Generalknowledge知识目标Parttwo:FieldPractice实训练习Partthree:Assessments实训评估ProjectTwoMailManage

2、ment信函管理Partone:Generalknowledge知识目标Parttwo:FieldPractice实训练习Partthree:Assessment实训评估ProjectThreeTimeManagement时间管理Partone:Generalknowledge知识目标Parttwo:FieldPractice实训练习Partthree:Assessments实训评估ProjectOneTelephoneCommunication电话沟通GoalsandobjectivesTolea

3、rntoeffectivelymanagingtelephonecommunicationsKnowledgeToknowtelephoneetiquette,telephonemessagetakingandtelephoneresponsibilitiesTolearnusefulexpressionsfortelephonecommunicationSkillTopracticegoodtelephonecourtesyTodeveloptelephonecommunicationskills

4、Tolearntoperformtelephoneresponsibilitiesbyhandlingvarioustelephonecallsproperly:Makingcalls,takingandtransferringcalls,screeningcalls,etc.Partone:Generalknowledge电话沟通须知Howtohandletelephonecommunicationproperly如何正确处理电话交流Secretarieshandtelephonecommunic

5、ationeveryday.Screeningcallsisoftenanunpleasantpartofthejob.Butitissometimesnecessarybecausethepersonforwhomyouarescreeningdoesnotalwayshavetimetotalkorwanttotalktothecaller.Intheopeningcase,thereceptionistisnotsuccessfulinscreeningthecomingcallssinces

6、heleavesdoubtthatMs.StellisTHEREintheofficebyaskingwhothecallerfirstinsteadofdeclaringthatMs.Stell’sunavailability.Casestudy1案例1Caller:IneedtospeakwithMs.Stell,rightaway.Receptionist:MayIgetyournameandnumberplease?SheshouldputthiswayReceptionist:“I’mso

7、rry,Ms.Stellisunavailableatthistime,mayItakeyournameandnumberandhaveherreturnyourcall?OrmayIhelpyou?”Casestudy2案例2Receptionist:Bookkeeping,JamesStewartCaller:IneedtospeakwithMs.Stell,rightaway.Receptionist:MayIgetyournameandnumberplease?Caller:ThisisSa

8、mDavisandIneedtospeakwithMs.StellReceptionist:Letmechecktoseeifsheisin,willyouholdplease?Caller:Yes,thankyouI’llhold.Receptionist:I’msorry,MsStellisnotavailable,Letmetakeyournumberandhaveherreturnthecall.Caller:NO,I’llholduntilshecantak