涉外秘书沟通实务2.ppt

单击此处编辑母版标题样式,单击此处编辑母版文本样式,第二级,第三级,第四级,第五级,*,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.Stells 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:,“Im 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 with Ms.Stell,right away.,Receptionist:May I get your name and number please?,Caller:This is Sam Davis and I need to speak with Ms.Stell,Receptionist:Let me check to see if she is in,will you hold please?,Caller:Yes,thank you Ill hold.,Receptionist:Im sorry,Ms Stell is not available,Let me take your number and have her return the call.,Caller:NO,Ill hold until she can take my call.,(From,Telephone etiquette,p11,Southern Illinois University Carbondale),In the above telephone communication,why does Mr.Davis think that Ms.Stell is in the office?What did the caller(Mr.Sam Davis in this case)have the impression that Mr.Davis IS available but refuses his access?Is there something that the receptionist says has given such expectation?,The better telephone communication may be 正确得体的电话沟通应该是,Receptionist:Bookkeeping,James Stewart,Caller:Is Ms.Stell available,Receptionist:Im 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?,Caller:This is Sam Davis,would you please tell her I called,she has my number.,Receptionist:Mr.Davis,she has asked me to interrupt if you should call,so please hold while I tell her you are on the line.,(,Telephone etiquette,p10,Southern Illinois University Carbondale),Telephone etiquette 电话礼仪,Identify yourself professionally 职业性介绍自己,Whether youre receiving a call or making a call,a customer should never be in doubt about who they are speaking to.Never should they ask,Sorry,what company are you calling from?,.If we speak to lots of customers who have some confusion about which company called them,and thats an immediate sign of failing to identify yourself professionally.We even get complaints from customers about companies that werent the cause of the complaint!,When identifying yourself,mention your name and your company name-preferably at the beginning of the call and once more if you can work it in.If appropriate,also put yourself in the picture that the customer may have of the company already for example,You received a quote from my colleague John about your hot water system yesterday,and Im the person who will be doing the job.Do you have any questions for me?,.This ensures there is no confusion on the customers side and they also get a great impression of your companys internal communication.,Customers,especially the ones that are uncertain about details and afraid to ask questions,will feel more comfortable talking to you if theyre not obsessing about embarrassing themselves by calling you the wrong name or confusing your company with another!,Be well understood 正确传达信息,This ones a no brainer but sometimes we get so caught up in the necessary speed of life(or in fact the customers speed of life)so we rush through a call.Slow the pace down,enunciate your words,moderate your voice volume(especially if youre on a noisy site and tempted to shout to be heard above the hammering/drilling).,Keep the tone professional but friendly 语气职业且友好,The tone of your conversation is set by two things-your attitude and your language.Your,attitude,should be easy enough to keep positive,but even on down days or when youre really busy keep your attitude focused(but unhurried),enthusiastic and attentive.Be attentive and conversation but try not to ask questions if youre not interested in the answer-its hard to fake interest in stories about pets and random people you dont know!,Your,language,use can be trickier.Use simple words and no jargon or industry lingo,dont be too casual and of course remember to make any points or ask questions that you need to.If you naturally use fillers when you speak,such as,um,or phrases such as,like,or,you know,train yourself carefully not to use these when you speak on the phone.Customers usually dont notice this but your overall impression will be more positive if you avoid the fillers.,Be practical if you get stuck 遇到问题时,When youre dealing with a particularly difficult topic and get yourself tied up-be practical.Instead of giving the customer vague information,tell them,I dont know the answer to that-let me find out and ring you right back,.Or if you know you can get the information quickly,give them the option to hold on while you find out,I need to get that information quickly,would you like to hold for 30 seconds or would you prefer that I call you back?,.,Be yourself 自如,Some of the advice above may seem like to give good customer service you need to have a personality transplant.But thats not true-these are just principles you should adopt that will allow you to be yourself freely and still have great conversations with your customers.,Take notes 电话记录,If you handle a lot of calls each day,then it is essential to log each one under date and time.For all calls you shouldmake a note of who rang,for what reason,and the action you agreed with times and details of address,telephone number etc.,Things to avoid when on the phone,电话沟通应避免,Its easy to fall into the trap of believing that because your caller cant see you,they wont be affected by what you are doing and whats going on around you.Remember not to:,let it ring more than four times,eat and drink while talking on the phone,be too familiar,talk to someone else in your office,have too much background noise,speak too quietly or too loudly,speak too quickly.,Part two:Field Practice实训练习,I.Scenario实训场景,The telephone communication task is accomplished in three sessions:telephone etiquette,answering phones,making calls.,Practice 1:telephone etiquette 电话礼仪,Group work on a telephone call:act out a telephone communication and evaluate according to the rubic.,Group performance,Students work in groups,observing and identifying regularities in telephone etiquette.,Reporting orally,After 15-minute discussion,each group representative reports their findings;as the students reports,the teacher lists the findings on the chalkboard telephone manners.,Summarizing,Based on the findings,students summarize the language,Dos and Donts;students work out etiquette rubic for a good telephone communication.,Practice 2:answering calls 接电话,Group work on a telephone call:act out answering calls and evaluate,taking into consideration telephone etiquette and skills in handling calls.,Group performance,Each group act out answering calls.Students work in groups,observing and identifying regularities in answering calls.,Reporting orally,After 15-minute discussion,each group representative reports their findings;as the students reports,the teacher lists the findings on the chalkboard:steps in answering calls,dos and donts,useful expressions.,Summarizing,Based on the findings,students summarize the language,Dos and Donts;students work out steps and necessities in answering phones.Work out a rubic in answering calls.,Practice 3:making calls 打电话,Group work on a telephone call:act out making calls and evaluate,taking into consideration telephone etiquette and skills in handling calls.,Group performance 小组练习,Each group acts out making calls.Students work in groups,observing and identifying regularities in making calls.,Reporting orally口头汇报,After 15-minute discussion,each group representative reports their findings;as the students report,the teacher lists the findings on the chalkboard:steps in making calls,dos and donts,useful expressions.,Summarizing总结,Based on the findings,students summarize the language,Dos and Donts;students work out steps and necessities in making calls.Work out a rubic in making calls.,IIRequirements实训要求,Real telephones are expected to be used in the practice.Students work in groups;one acts as Vivian,some as the callers,the callees(director,ticket office,Mr.Jones),one as the President,and another supervises and evaluate.,Every group member takes turns to play the role of Vivian,the President,the callers and the callees.They are supposed to properly carry out the task as required in order to acquire telephone etiquette,get to know steps of answering and making phones,to handle several calls at the same time.Every student should take the practice seriously.They should perform as if it really happened.Students are supposed to answer and make the phones properly according to telephone etiquette.,Part three:Assessments实训评估,After the task,students gather together to create performance evaluation rubic in terms of etiquette,response,and language use.They evaluate and reflect,then keep records of those evaluation and reflection in order to improve their future performance in practice and most importantly in real career life.,1.Students Self-monitoring Form 学生自测表,AbilityNameTelephone etiquette Ability to handle CallsSound(speed,tone,pitch)Manner CourtesyBody postureTimecontrolEfficiencySatisfactionStudent,2.Self-reflection:Students learn to evaluate,reflect and improve by writing down what they feel about their performance in the task.,Project 2 Mail Management信函管理,Goals and objectives,To learn how to manage mails properly,Knowledge:,To know kinds of mails,mail taking and mail responsibilities,To learn useful expressions for mail writing,Skill:,To acquire good mail responsibilities,To develop mail writing skills,To handle various mails properly:writing mails,taking and transferring mails,etc.,Part one:General knowledge 信函沟通须知,Dealing with the letters and e-mails 处理信函和电子邮件,Letters or e-mails are one way for the business communication.The business partners sometimes would communication by sending letters or e-mails.Being a secretary,it is very important to know how to deal with the letters and e-mails sent to the boss.,1)When the boss is in the office,Everyday there would be a lot of letters or e-mails,and to read letters would take much time.Before sending the letters or repeating e-mails to the boss,the secretary had better relegate these letters or e-mails.The way of classifying the letters or e-mails can be analyzing as the followings:,The letters or the e-mails which need the boss to deal with by himself or herself should relegate them by the urgency as U,W,F,R.Before sending them to the boss,the secretary should arrange them by the order as U,W,F,R.It is not only a part of good job done by the secretary but also can reduce the time of dealing with letters for the boss.“U”means“urgent”，“W”means“wait”,“F”is“forward”，“R”is“reference only”.Letters should be put in the order of U,W,F,R.,When the letters are sent to the manager of the other department of the company,the secretary should show those to the boss at first so as to let the boss know of the company in a whole instead of sending them to the managers directly,because sometimes the boss may like to know of the company.After showing to the boss,send them to the managers on the direction of the boss.,The secretary may have been permitted to deal with some kind of letters or e-mails.Usually a secretary should makes an answer craft at first,and then shows them to the boss to read,if given the permission,the secretary could send back the answer letters or e-mails.,When the boss isnt in the office,When the boss isnt in the office,the secretary should deal with the letters as usual,but at the same time pay special attention to the following processes:,The boss may arrange the way of dealing with the letters when he/she is out for business:to authority others to deal with the letters,to phone the secretary to get the information every day,and to ask the secretary to transfer the important letters to him/her.,To the letters which the others couldnt deal with or mark“PRIVATE”,“PERSONAL”，the secretary should ask the boss for instructions,or tell the sender the date the boss will come back,or transfer it to the boss immediately.,The secretary should keep the original letters in archives before transferring the letters to others or the boss.,If the boss doesnt give the order how to deal the letters before he/she leaves,the letters shouldnt be put away for the boss,the secretary should deal with the letters by need.If it is an urgent letter,the secretary should ask the boss for the instructions,if cant get in touch with the boss,the secretary has to arrange it by the rule of the company.,All the letters which have been dealt with when the boss isnt in the company should be kept till the boss comes back so that the boss could know what has happened during his/her absence.Before the boss comes back,the secretary should arrange the letters ahead of time so that the boss could read the letters as soon as he/she comes back and the boss could get the information in the following steps:,a)The letters which need the boss read must be put on the boss table in the order of time with the answer paper which the secretary writes by the letter.,b)The letters marked“PERSONAL”should also be put on the table of the boss orderly.,c)The secretary should put the copies or the answers of the letters which are sent to the others to deal with by the rules of the company on the boss table so that the boss could master the development and get information at once.,d)The other letters which are not very important should also be