涉外秘书沟通实务教学课件 韩乃臣 涉外秘书沟通实务 1.ppt

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1、ContentsChapterOneOfficeRoutinesChapterTwoBusinessTripChapterThreeReceptionChapterFourMeetingsChapterOneOfficeRoutinesProjectOneTelephoneCommunication电话沟通Partone:Generalknowledge知识目标Parttwo:FieldPractice实训练习Partthree:Assessments实训评估ProjectTwoMailManagement信函管理Partone:Generalknowledge知识目标Partt

2、wo: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GoalsandobjectivesTolearntoeffectivelymanagingtelephonecommunicationsKnowledgeToknowtelephoneetiquette,te

3、lephonemessagetakingandtelephoneresponsibilitiesTolearnusefulexpressionsfortelephonecommunicationSkillTopracticegoodtelephonecourtesyTodeveloptelephonecommunicationskillsTolearntoperformtelephoneresponsibilitiesbyhandlingvarioustelephonecallsproperly:Makingcalls,takingandtransferringcalls,scr

4、eeningcalls,etc.Partone:Generalknowledge电话沟通须知Howtohandletelephonecommunicationproperly如何正确处理电话交流Secretarieshandtelephonecommunicationeveryday.Screeningcallsisoftenanunpleasantpartofthejob.Butitissometimesnecessarybecausethepersonforwhomyouarescreeningdoesnotalwayshavetimetotalkorwanttotalkto

5、thecaller.Intheopeningcase,thereceptionistisnotsuccessfulinscreeningthecomingcallssincesheleavesdoubtthatMs.StellisTHEREintheofficebyaskingwhothecallerfirstinsteadofdeclaringthatMs.Stell’sunavailability.Casestudy1案例1Caller:IneedtospeakwithMs.Stell,rightaway.Receptionist:MayIgetyournameandnumb

6、erplease?SheshouldputthiswayReceptionist:“I’msorry,Ms.Stellisunavailableatthistime,mayItakeyournameandnumberandhaveherreturnyourcall?OrmayIhelpyou?”Casestudy2案例2Receptionist:Bookkeeping,JamesStewartCaller:IneedtospeakwithMs.Stell,rightaway.Receptionist:MayIgetyournameandnumberplease?Caller:Th

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