文秘英语(第三版)整套教学教程电子讲义教案.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,*,Corporate Secretary English,Chapter 1,Secretary Etiquette,By Lu Lihong,Contents,Fundamentals of Secretarial Etiquette,Intercultural Communication Awareness for Secretaries,Secretarial Ethics,Section 1,Secretarial Ethics,Learning Objectives,The personal qualities and skills required,of a competent secretary,The importance of forming a good working,relationship with your boss,The guiding principles of secretarial professional,ethics,Leading-in,How to make yourself,A PROFESSIONAL SECRETARY,?,Questions,:,What are the skills and personal qualities that a secretary should possess?,Skills,Immaculate(整洁的)appearance,Solid command of Mandarin and English,Ability to communicate clearly,Ability to type quickly and accurately,Skills,Familiarity with office equipment and stationeries,Familiarity with the policies and business of the company,Ability to take instructions and carry them out under normal conditions,Efficient organization skills,Questions,:,What are the personal qualities that a secretary should possess?,Personal qualities,Awareness and possession of solid secretarial professional ethics,Good sense of business etiquette,Pleasant personality,Positive attitude,Balance emotional character,Questions,:,What are the important points for a secretary?,What is of primary,importance,:,Form a good working relationship with your,Boss,What his or her roles and objectives are,within the company;,What information he or she would like you,to refer to him or her;,Times of the day he or she prefers to take,his or her calls.,Major Role:,The major role of,a Secretary,is to provide assistance to,a Manager or Managers,.,Question,:,What are the ethics that a secretary should follow?,Secretarial Professional Ethics,Be loyal,Secretarial Professional Ethics,Be reliable,Secretarial Professional Ethics,Keep confidentiality,Secretarial Professional Ethics,Be responsible,Secretarial Professional Ethics,Be cooperative,Eight guiding principles of secretarial professional ethics,Be flexible,Secretarial Professional Ethics,Be honest,Secretarial Professional Ethics,Be friendly,Summary,Be loyal to your company;,Be able to keep confidential information safe;,Be reliable to our boss;,Be responsible for your work;,Be cooperative with your colleagues;,Be flexible in terms of time;,Be honest with monetary issues.,Be amiable to all people.,etc,Case Study,Recently,a college graduate came to work as a secretary in my office.The girl stayed for a month,then came in and said that she had learned all the details there and would like to work in another place.After another month,she again appeared and asked for a second transfer,saying that she had mastered all the requirements for that job.,Case Study,She was moved into a new department.When the same thing happened the third time,I told her that her first responsibility was to serve well in position in which she was placed and that only by providing her value there would she hope to progress to the next level.,Questions for Discussion,Some personnel departments are doubtful about hiring recent college students because they are much too anxious to go ahead.Do you think that this criticism is justifiable?,Advice,Do not let ambitious thoughts interfere with the performance of current duties,or you will become unhappy and frustrated.Remember that you gain valuable work experience on whatever job you are assigned.Your first job will be at an entry level.,Advice,Take time to learn your job well,to work well with others,and to find out what you do not know and need to learn.Advancement and promotions are earned through hard work and experience.,Questions for reflection,In your opinion,which guiding principle of the secretarial professional ethics should be given top priority?What other points can you think of to add in the list?,How can a person become a competent secretary?,How can a secretary achieve high efficiency work?,Thanks!,Section 2,Fundamentals of Secretarial Etiquette,BY Lu Lihong,Learning Objectives,Create an image of a professional secretary,Know how to shake h,ands,and Handing Business Card,Know about Secretaries Career Development,Professional Presence,Introduction and greetings,Handshake Moments,and Handing Business Card,Secretaries Career Development,Step 1,Step 2,Step 3,Step 4,Lead-in,Question:,What is etiquette?,Lead-in,Etiquette=Good Manners,Lead-in,Question:,Which company gives you the deepest impression,Etiquette Awareness,Etiquette demonstrates respect for yourself,for others and the situation.,礼仪表示你尊重自己、他人及当时的环境,Etiquette is common sense but not always common practice,礼仪人人知道却不能时时做到,Good Etiquette=Good Business,Etiquette improves the quality of life in the workplace,Etiquette projects a good company image,Etiquette plays a major role in generating profit,Professional Presence,Makes your appearance work for you,How We Send Messages to others?,Professional image,Your image can speak;,Good first impression is usually formed within the first 4 minutes;,The first impression influence quite lasting,Light makeup,To keep a fresh look,Do not use exaggerated lipstick or eye liner,etc.,Keep the eyebrow,Ladys grooming standards-facial modified,Clothing Adds to your Clout,Clothing is clue to your personality,attitude,and professionalism.,Appropriate clothing may have a impact on your job,your customers and co-workers.,Safe selection is A SUIT with darker shades and cool tones.,Dress for the position you would like to have and the image you want to create.,Clothing Adds to your Clout,TPO-Time Place Occasion,检视时间、地点（气候）、场合的一致性,Ornaments/small details need to be appropriate,装饰品与小的细节要恰当,Appropriate Attire,Appropriate Attire,Pay attention to the fit of any garment,suit and shoes,衣服、套装和鞋的大小必须适合,“Clean and neat”are always needed for professional presence,清洁与整齐总是必要的条件,Dress for the job you want not the job you have!,Appropriate Attire,Professional Presence,You never get a second chance to make a good first impression.,不会有第二次机会营造良好的第一印象,Persons of lesser importance are introduced to persons of greater importance,regardless of gender,The name of the most important person is said first,Introduction in common usage,Introduction in common usage,The name of the person of highest rank,or honor,should be spoken first.,All others are being presented to that person.,When talking to people,avoid controversial topics.,Self-introduction,Make good eye contact,smile.,Practice confident,open body language.,If you forget someones name,be honest and ask him or her to repeat it.,Mastering Handshake Moments,Between the superior and the subordinate,The youth and the old,Male and female,People should stand up to shake hands.,Mastering Handshake Moments,The time should be 3 to 5 seconds dont be too short or too long,It is an unfriendly behaviour when others hold out hands but you dont hold out.,Mastering Handshake Moments,You can only use right hands.,Another hand should not be put into the pocket.,Handing Business Cards,Standardized business card,kept in a holder,Use both hands to send or receive business card,Let the words face the other person,Read the words when receiving business card,Career Development,There is no doubt that a secretary today has many opportunities to have an exciting and rewarding career.Secretarial work proves to be an excellent base from which you can move into all kinds of jobs.,Career Development,Those secretaries who have advanced to management were those who worked hard,learned everything they could,and had a strong desire to advance.,Personal development is enhanced when you,establish,agree and maintain an action plan for your career.,succeed in achieving qualified diploma or certificate,use initiative and a logical approach to solving day-to-day problems;,Career Development,adopt a positive approach to motivation and the motivation of others.,relate well with people at all levels,plan,anticipate needs and think ahead unprompted.,are ambitious to succeed in your career.,Career Development,Secretaries generally advance by being promoted to other administrative positions with more responsibilities.,Qualified secretaries,Senior or executive secretary,Clerical supervisor,O,ffice manager,Start from,Promote to,Secretarial EtiquetteWorkshop,True or False,The following is an appropriate business introduction of a client to your boss:,“,Ms.Mathews,this is our new client,Mr.Smith.,”,FALSE,Introduce person of importance first.,Gender or age is not the deciding factor.,Include both first and last names.,True or False,If someone forgets to introduce you,its appropriate to move on with the conversation without saying anything.,FALSE,Introduce yourself.,“My name is John Doe;I dont believe weve met.”,True or False,If you forget someone,s name,don,t worry about it.Keep talking.,FALSE,Its okay to admit you dont remember.,Im sorry,my mind just went blank,your name is?”,True or False,When shaking hands,a man should wait for a woman to extend her hand.,FALSE,Business etiquette has become gender neutral.,Women dont have to hesitate to offer their hands first.,True or False,When leaving your office to take a client to lunch,you should let her go through the revolving door first.,FALSE,The host should be ready on the other side to direct the guest.,True or False,It,s okay to hold private conversations in office bathrooms and elevators.,FALSE,You never know whos listening,True or False,When two business people talk face-to-face,how far apart should they stand?,FALSE,Avoid a colleagues personal space.,Dont yell across the room.,Understand cultural differences.,True or False,It,s okay to send confidential information and large attachments by email.,FALSE,Private email does NOT exist.,Deleted messages can be retrieved.,Consider traditional mail methods.,True or False,9.During a meeting,its okay to leave a cell phone on if youre expecting a call.,FALSE,Its VERY rude!,Turn it OFF use voice mail.,Homework:,Finish Activity 10 and 11 in Unit 1 in your textbook.,Thanks!,Section 3,Intercultural Communication Awareness for Secretaries,By Lu Lihong,Improving intercultural communication awareness;,Learning to analyze the causes of intercultural communication conflict;,Developing intercultural communication skills.,Learning,Objectives,Lead-in,Case Study&Analysis,Improving intercultural,communication awareness,Homework,Step 1,Step 2,Step 3,Step 4,Question:,Why should a foreign secretary improve intercultural communication awareness?,Lead-in,Why should a foreign secretary improve intercultural communication awareness?涉外秘书为什么要提高跨文化交际意识？,Business and markets have been globalized.贸易与市场全球化。,Intercultural communication skills are the key skills for international talents.跨文化交流能力是当代国际化人才的核心能力。,Intercultural communication awareness and skills mean direct economic benefit.跨文化意识和跨文化交流能力意味着直接的经济效益。,Lead-in,Li Hongzhangs Embarrassment,李鸿章的尴尬,Case,Li Hongzhang,one of the top officials in the Qing Dynasty,was invited to visit the United States.He was warmly welcomed.One day,Li was hosting a banquet for the American officials in a popular restaurant.As the banquet started,according to the Chinese custom,Li stood up and said,李鸿章是晚清重臣，曾应邀到美国访问，受到热烈的欢迎。一天，他在一家著名餐馆为美国官员举办答谢宴会。宴会开始时，按照中国习俗，李鸿章站起身说：,Case,“,I am very happy to have all of you here today.Though these dishes are coarse and not delicious and good enough to show my respect for you,I hope you will enjoy them,”,“,今天承蒙各位光临，不胜荣幸。我们 略备粗馔，聊表寸心，没有什么可口的东西，不成敬意，请大家多多包涵,”,Case,The next day,the English version of his words was shown in the local newspaper.To his shock,the restaurant owner flew into rage(发火).,第二天，他讲话的英语版本出现在当地报纸。令他惊讶的是，餐馆老板发火了,Case,He thought it was an insult to his restaurant and insisted that Li should show him the evidence of which dish was not well-made and which dish was not delicious.Otherwise,Li intentionally damaged the reputation of the restaurant,and he should apologize.All the fuss(小题大做)made Li rather embarrassed.,他认为这是对他餐馆的侮辱，坚持要李鸿章拿出证据，哪一道菜做得不好，哪一道菜不可口？否则，李鸿章就是有意损坏餐馆的声誉，应该向他道歉。整个事件让李鸿章非常尴尬。,Case,What Li said is appropriate or not?,What Li said is just some formulaic polite expressions common in type;almost all Chinese people know this and could hear that nearly everywhere.As far as the literary,meaning is,concerned,Lis words are inappropriate,but they do convey the meaning of respect.Here,the language form is different from its content,a phenomenon only found in the Eastern culture.,李鸿章的话是常见的客套话，在中国到处都可听到。就字面而言这些话不是很恰当，但确实传达尊敬的含义。这是东方文化仅有的现象。,Case,If you were Li Hongzhang,how would you say at the banquet?,Case,Learning a language is in fact learning its culture.Whenever in ancient or modern times,whoever a famous person or a common one,When you are communicating in English,that means you are doing intercultural communication.Its possible for you to encounter culture shock.,学习语言实际上是在学习它的文化。无论古代或现代，名人或常人，当你用英语进行交际时，实际上是在进行跨文化交际，因此有可能出现文化冲击。,Case,Why Was His Answer Not Related to the Question?,为何他答非所问？,飞利浦照明公司的一位美国经理和一位颇具发展潜力的中国员工谈话，但这位中国员工总是答非所问，美国经理甚是疑惑,Case Study,&,Analysis,An American manager of human resource in Philips lightening company talked with his Chinese employee with great potential.The American manager wanted to know the development design and the position the employee wants to get in the company.,飞利浦公司某区域人力资源经理（美国人）与一位被认为具有发展潜力的中国员工交谈，想听听这位员工对自己今后五年的职业发展规划以及期望达到的位置。,Case Study,&,Analysis,But the Chinese employee did not answer the question directly;instead he only talked about the companys future direction,promotion system and his current position.The manager was puzzled and annoyed,because the same situation has occurred several times,中国员工并没有正面回答问题，而是开始谈论起公司未来的发展方向、公司的晋升体系，以及目前他本人在组织中的位置等等，讲了半天也没有正面回答他的问题，人力资源经理有些大惑不解，没等他说完已经有些不耐烦了，因为同样的事情之前已经发生了好几次。,Case Study,&,Discussion,Later,the manager complained to another human resource manager,Mr.Jia,“I only wanted to know the employees working plan in the next 5 years and the position he wants to get in the company,but why I cannot get a clear answer?”,谈话结束后，他忍不住向另一名中国人力资源主管贾先生抱怨道：,“,我不过是想知道这位员工对于自己未来五年发展的打算，想要在飞利浦做到什么样的职位罢了，可为何就不能得到明确的回答呢？,Case Study,&,Discussion,The Chinese employee also complained to Mr.Jia.,“Why are Americans so aggressive?”As the human resource manager in a multinational company,Mr.Jia knows that a different manner in communication brings about misunderstandings.So he did best to explain to the two sides,but it is not easy to reduce the obstacle between them.,“,这位老外副总怎么这样咄咄逼人？,”,谈话中受到压力的员工也向贾先生诉苦。作为人力资源主管，贾先生明白双方之间不同的文化沟通方式引起了隔阂，虽然他极力向双方解释，但要完全消除已经产生的问题并不容易。,Case Study,&,Discussion,What are the causes of intercultural communication,conflict in this case,？,这个案例中的矛盾冲突是什么？,What are the cultural differences between the Chinese and American communication model?,中美两国人际交流模式的文化差异是什么？,Case Study,&,Discussion,American communication,model,中国人际,交流特点,Modest 谦虚,Indirect 委婉,Collectivism 集体主义,Coherence,和谐的人际交流环境,Straightforward 坦率Aggressive 咄咄逼人,Individualism 个人主义,Individual freedom,个性的人际交流环境,What are the cultural differences between the Chinese and American communication model?,中美两国