chess怎么读Key to Unit 4秘书英语(高职高专 王毅主编)

2021年1月19日发(作者：中性装)
Key to Unit 4






How Does A Secretary Deal with Phone Calls?


Section 1







Making & Answering Phone Calls

I.
Dialogue 1

1. calling



2. 17





3. lake



4. without





Dialogue 2
5. speak



6. line



7. busy



8. supply
Dialogue 3
9. moment


10. Tuesday



11. fine




III.

3
．



1
）

about the order with us





2
）

I
’
ll check Mr. Ling
’
s schedule



3
）

Would Thursday be too late





4
）

make an appointment for you for 9:30




5
）

confirm the appointment


5
．


1)

Does she have any time tomorrow?
2)

Would you please hold the line for a moment?
3)

Mr. Ling Yun has a full schedule tomorrow.
4)

I
’
ll make a note of that.
5)

You can contact me any day at 734 427, extension 347.
6)

Mr. Ling is rather busy now and would like to know what you wish to
speak to him about.
7)

Mr. Rollin is interested in importing Chinese textile products into the
U.S.
8)

I
’
ll
just
check
Mr.
Ling
Yun
’
s
schedule,
and
see
if
I
can
arrange
an
appointment for you, just a moment.

Section 2







Telephoning Effectively
I.

1.
skills

2.
natural


3.
clear



4.
sound

5.
for


6.
avoid


7.
simply

8. business

9. help

10. person


11. secretary


12. losing


III.

3.

1) is determined

2) are


3) saying



4) sound



5) speaking

6) to make



7) be transferred




4
．


1
）

The customer’s impression of
the company is determined completely
by the speaker
’s voice and
choice of words.
2
）

Take the chance to repeat them, particularly at the end of the call.

1
3
）

A smile on your face is reflected in your voice.
4
）

Prompt
response
will
give
your
customer
the
impression
that
your
company is very efficient.
5
）

Simple
things
like
these
make
all
the
difference
when
dealing
with
people over the phone.
5. 1) False



2) False




3) True




4) True



5) False

Section 3





Writing a Letter of Congratulation

I
．


1.
recruitment
2.
employee
3.
purpose
4.
introduce
5.
reference
6.
introductory
7.
full

9.
reason
10.
description
11.
appreciation
12.
special 13. overdo
III
．

2.
1) This will introduce Mike Blackman, our new sales representative.
2)
I
would
like
to
introduce
you
Doris
White,
our
excellent
Export
Manager.
3) She has been working with us for five years and we are delighted with
her efficient way of dealing with office routine.
4)
You
’
ll
find
that
she
is
an
outstanding
assistant
to
you
during
the
exhibition.
5)
Could
you
please
give
Mike
whatever
guidance
you
can
to
get
him
started. I will appreciate it --- and so will Mike.

Section 4









Getting to Know Diplomacy (1)
I.

1.
Dictionary
2.
relations
3.
nature



t
6.
favour
7.
policies 8. diplomacy

9. political 10. known 11. kingdom

12. tripartite
13. them

III.




3.
1. true

2. false

3. true

4. false

5. false

6. false

Tapescritps


How Does A Secretary Deal with Phone Calls?


Section 1







Making & Answering Phone Calls

Dialogue 1
A:
Good afternoon. Is this Royal Hotel?




B:
Yes, Madam. May I help you?
A:

Yes.
I
’
m
calling
from
Oriental
Trade
Company.
I
need
to
make
a
reservation for Mr. Ling Yun.

B:
Fine, Madam. When will Mr. Ling arrive, and how many nights will he
be staying?

2
A:
Mr. Ling will arrive in Detroit on Sep. 17 and stay there for three nights.
And he would like a room with the view of the lake.

B:
Sorry, Madam, but all the rooms with the lake view have been reserved
or Sep.17. Is it all right to have Mr. Ling in a room without a view for
Sep.17 and then we can transfer him to a room with the lake view on Sep.
18?
A:
That sounds all right. Thank you very much.

B:
It
’
s my pleasure. Thank you for choosing Royal Hotel.


Dialogue 2
A
：
Mr. Ling Yun’s office. Good afternoon. Zhang Yi speaking.

B: Hello. I’d like to speak to Mr. Ling Yun, please.

A: May I ask who is calling, please?
B: My name is Tom Rollin of Pacific International.
A: Thank you, Mr. Pollin. One moment, please ...
B: No, no. This is Rollin, not Pollin.
A: I’m sorry, Mr. Rollin. Just a
moment, please. (Over
the intercom) Mr.
Ling, a Mr. Rollin of Pacific International is on the line.
C: Can you find out what he wants?
A: Yes, Mr. Ling. (To Mr. Rollin) I’m sorry to have kept
you waiting. Mr.
Ling is rather busy now and would like to know what you wish to speak
to him about.
B: Yes, we want to import Chinese textile products into the United States
and we understand that your company can supply us with such items.
A:
I
see.
Thank
you
very
much,
Mr.
Rollin.
Would
you
wait
a
moment,
please?
(To
Mr.
Ling)
Mr.
Ling,
Mr.
Rollin
is
interested
in
importing
Chinese textile products into the U.S.
C: I see. Put him in.
A: Yes, Mr. Ling. (To Mr. Rollin) Mr. Rollin, I’m very sorry to have k
ept
you waiting. I’ll connect you with Mr. Ling.


Dialogue 3
A:
Marketing Department, Zhang Yi speaking.
B: Good morning. My name is Carter and I work for Standard Cars Ltd. of
Birmingham, England. I
’
d like to speak to Mr. Ling Yun, please.
A: I
’
m afraid Mr. Ling is not here at the moment. Can I help you, or would
you like to speak to someone else in the Marketing Department.
B:
I
’
d
like
to
make
an
appointment
to
see
Mr.
Ling
Yun
sometime
next
week.
A:
I
’
ll
just
check
Mr.
Ling
Yun
’
s
schedule,
and
see
if
I
can
arrange
an
appointment for you, just a moment. Yes, Mr. Ling seems to be available
on

Tuesday morning, Wednesday afternoon and Friday morning.
B: Could I make an appointment
on
Wednesday afternoon, please?
A: Could 2:30 be convenient for you?
B: Yes, that
’
ll be fine. Thank you very much, goodbye!
A: Goodbye.

3

Dialogue 4
A:
Good Morning. Mr. Ling Yun
’
s office. This is Zhang Yi speaking.

B
: Hello, Miss Zhang. This is Henry James of Eastern Development Co.
A
: Hello, Mr. James. How may I help you?
B
: I
’
d like to see Mr. Ling Yun about the order with us. Does he have any
time tomorrow?
A
:
Would
you
please
hold
the
line
for
a
moment?
I
’
ll
check
Mr.
Ling
’
s
schedule
…
Thank you for waiting. I
’
m sorry, but Mr. Ling Yun has a full
schedule
tomorrow
and
then
he
’
ll
be
away
the
following
day.
Would
Thursday be too late?
B
: Just a moment
…
Thursday
’
s OK if it
’
s in the morning.
A
:
All
right.
I
’
ll
make
an
appointment
for
you
for
9:30.
Would
that
be
convenient for you?
B
: Yes, that
’
ll be fine.
A
: I
’
ll make a note of that. Would you like me to confirm the appointment?
B
: Yes, please. You can contact me any day at 734 427, extension 347.
A
: Fine, I
’
ll do that.
B
: Thank you very much. See you at 9: 30 on Thursday. So long.
A
: Goodbye. Mr. James.


Section 2







Telephoning Effectively

On the phone the image of a company relies heavily
on the speaker’s
speaking skills. The customer’s impression of
the company
is determined
completely by the speaker’s voice and
choice of words. Telephoning skill is
not a natural talent but a learned skill. Here are some tips to help a secretary
make better communications through the telephone.
Speak
clearly
and
more
slowly
than
usual
.
Be
particularly
clear
when saying one
’
s name and the name of one
’
s organization, and take the
chance to repeat them, particularly at the end of the call.
Speak with more energy
. Telephones tend to make one
’
s voice sound
less lively as it really is, so try to give increased interest in and enthusiasm
for what the secretary is saying.

When
necessary
‘smile
with
one
’
s
voice’
. A smile on
one
’
s face is
reflected in one
’
s voice, and will help the secretary avoid speaking in the
same tone all the time.
Be
and
sound
polite,
professional,
understanding,
helpful,
and
friendly
.
Much of
the
secret
is
simply
good
manners
and
attention.
Be a
good listener.
Explain things in an understandable way
. Don’t use special terms
or
assume
that
a
customer
knows
the
business
or
industry.
The
secretary
should speak without accent to make the communication easier.
Make
it
easy
to
be
contacted
.
Customers
shouldn’
t
have
to
talk
to
half a dozen people before they can find one who can help. They shouldn
’
t
be given another number or told to call back later. Usually they should be

4
transferred
through
to
the
right
person
,
or
if
that’s
impossible,
th
e
right
person should call them back.

Respond
promptly
to
phone
calls
.
Prompt
response
will
give
a
customer
the
impression
that
one
’
s
company
is
very
efficient.
And
if
the
secretary promises to call back, he or she should do this as soon as possible.

Know how to use all the buttons on the phone, and in particular how
to
transfer
a
call
without
losing
it.
Simple
things
like
these
make
all
the
difference when dealing with people over the phone.






Section 3


Writing a Letter of Congratulation

A:
In
today
’
s
recruitment
examination
for
secretary,
we
are
required
to
write
a
letter
to
introduce
a
new
employee
to
the
company
’
s
business
associate. But I
don’t think I’
ve done a good job.
B: Why not? A letter of introduction is not very difficult to write because
the purpose of such a letter is only to introduce one person to another. It
is
not
a
reference
letter
to
present
a
person's
qualifications,
so
an
introductory letter must be written to the point.
A: What should be included in it?
B: Three points are necessary for it. One is to provide the full name of the
person
being
introduced.
Second
is
to
give
an
explanation
for
the
purpose
and
reason
of
the
introduction.
Third
is
to
make
a
very
brief
description of the person being introduced. Some letters may have a forth
part to express the writer
’
s appreciation.

A: Is there anything to pay special attention to?
B:
Well,
maybe,
when
you
describe
the
person
being
introduced,
try
to
make him or her sound interesting rather than overdo the compliment.
A: Ok, I see. Thank you very much

Example of letter of introduction

Dear Mr. Huxley,

It
’
s our great pleasure to introduce to you Bob Sherman, our new sales
manager, who became our colleague in August.

Bob
has
a
wealth
of
background
in
ceramic
industries,
including
both
manufacturing
process
and
international
trade
practice.
Not
many
people
have such complete experience with the toys they are selling.

We are delighted with Bob
’
s resourcefulness and we know
you will soon
find him helpful to your business.

Best regards,

Henry Collins



5