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1、Chapter One Office RoutinesProject 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Pa
2、rt one:General knowledge知识目标 Part two:Field Practice实训练习 Part three:Assessments实训评估 第1页/共53页Project One Telephone Communication电话沟通 GoalsandobjectivesTolearntoeffectivelymanagingtelephonecommunicationsKnowledgeToknowtelephoneetiquette,telephonemessagetakingandtelephoneresponsibilitiesTolearnusefulex
3、pressionsfortelephonecommunicationSkillTopracticegoodtelephonecourtesyTodeveloptelephonecommunicationskillsTolearntoperformtelephoneresponsibilitiesbyhandlingvarioustelephonecallsproperly:Makingcalls,takingandtransferringcalls,screeningcalls,etc.第2页/共53页Part one:General knowledge 电话沟通须知How to handle
4、 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 open
5、ing 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.第3页/共53页Case study 1 案例1Caller:I need to speak with Ms.Stell,right away.Receptionist
6、:May I get your name and number please?She should put this wayReceptionist:“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?”第4页/共53页Case study 2 案例2Receptionist:Bookkeeping,James StewartCaller:I need to speak with Ms.Stel
7、l,right away.Receptionist:May I get your name and number please?Caller:This is Sam Davis and I need to speak with Ms.StellReceptionist: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
8、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 M
9、r.Davis IS available but refuses his access?Is there something that the receptionist says has given such expectation?第5页/共53页The better telephone communication may be 正确得体的电话沟通应该是Receptionist:Bookkeeping,James StewartCaller:Is Ms.Stell availableReceptionist:Im sorry,Ms.Stell is unavailable at this t
10、ime,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 etiq
11、uette,p10,Southern Illinois University Carbondale)第6页/共53页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?.
12、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
13、 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 th
14、e 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 f
15、eel more comfortable talking to you if theyre not obsessing about embarrassing themselves by calling you the wrong name or confusing your company with another!第7页/共53页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 custo
16、mers 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).第8页/共53页Keep the tone professional but friendly 语气职业且友好The tone of your conversation is s
17、et 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 intereste
18、d 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 fille
19、rs 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.第9页/共53页Be practical if you get stuck 遇到问题时When youre d
20、ealing 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
21、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?.第10页/共53页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
22、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,a
23、nd the action you agreed with times and details of address,telephone number etc.第11页/共53页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 t
24、o: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.第12页/共53页Part two:Field Practice实训练习I.Scenario实训场景The telephone communication task is accom
25、plished 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 performanceStudents work in groups,observing and identifying regularities in tele
26、phone etiquette.Reporting orallyAfter 15-minute discussion,each group representative reports their findings;as the students reports,the teacher lists the findings on the chalkboard telephone manners.SummarizingBased on the findings,students summarize the language,Dos and Donts;students work out etiq
27、uette rubic for a good telephone communication.第13页/共53页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 performanceEach group act out answering calls.Students work in g
28、roups,observing and identifying regularities in answering calls.Reporting orallyAfter 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.SummarizingBa
29、sed 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.第14页/共53页Practice 3:making calls 打电话 Group work on a telephone call:act out making calls and evaluate,taking into consideration telephone
30、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 teac
31、her 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.第15页/共53页IIRequirements实训要求Real te
32、lephones 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 an
33、d 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.S
34、tudents are supposed to answer and make the phones properly according to telephone etiquette.第16页/共53页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 o
35、f 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 postureTimecontrolEfficiencySatisf
36、actionStudent 2.Self-reflection:Students learn to evaluate,reflect and improve by writing down what they feel about their performance in the task.第17页/共53页Project 2 Mail Management信函管理Goals and objectives To learn how to manage mails properlyKnowledge:To know kinds of mails,mail taking and mail resp
37、onsibilitiesTo learn useful expressions for mail writingSkill:To acquire good mail responsibilitiesTo develop mail writing skillsTo handle various mails properly:writing mails,taking and transferring mails,etc.第18页/共53页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Le
38、tters 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 officeEveryday there would
39、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 w
40、hich 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
41、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 compa
42、ny 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 secr
43、etary 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.第19页/共53页When the boss isnt in the office When the boss isnt in the office,the secretary should deal with the letters as usual,but a
44、t 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 impo
45、rtant letters to him/her.To the letters which the others couldn t 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 arch
46、ives 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 t
47、he 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.Befo
48、re 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 w
49、ith 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
50、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 put on the table so the boss can make the decision by himself/herself.Before put them on the table,the secretary should put them in different folders of different