2. Business Routine 1.BeginningBeginning 2.secretary’s work (1) making reportsmaking reports (2) arranging for appointmentsarranging for appointments (3) making telephone callsmaking telephone calls (4) useful sentencesuseful sentences 3.business conference (1) how to arrange a business meetinghow to arrange a business meeting (2) what date will you suggest to held the meeting?what date will you suggest to held the meeting? (3) making arrangementsmaking arrangements (4) useful sentencesuseful sentences 4.Company StructureCompany Structure

3. Suppose that you are a clerk in a company. Question: What do you usually do at first when you arrive at your company? Discussion:.... (prepare for work? Have your breakfast? chat with colleagues?...)

4. tips: It may have something to do with the culture of the company you work at. Nowadays, many companies, especially some multinational corporations, do attach importance to routines about the company culture. For example 1. the staff have to do morning exercises ----- remember the advertisement saying "from Mon. to Sun., do more and gain more? 2.do some reading before going to work to make a good atmosphere. Back

5. Now Mr. Yao ( President ) is in his office, Candy (Secretary) enters. Back

6. Appointment In this part Candy will speak to Mr. Hussein, who has an appointment with Mr. Yao at 11:00. Here comes Mr. Hussein. Back

7. Making telephone calls is an important part of a secretary’s work. When Mr. Yao ( President ) wants to speak to someone on the telephone, Candy (Secretary ) gets the call for him. Today Mr. Yao wants to talk to Mr. Kola of the National Bank. Here he is asking Candy to get the call for him. Back

8. Twelve telephone tips 1. Fax or email ahead if you want to make sure that other person has time to prepare for the call 2.Make sure you have with you all the documents you'll need before you dial the number 3.The other person may not understand you easily, so try to speak slowly and CLEARLY 4. The other person can't see your reactions, so always CONFIRM that you have (or have not) understood each point that's been made. Don't pretend you have understood when you haven't. 5.The other person can't see what a nice person you are, so make sure you sound POLITE and AGREEABLE 6.The other person hasn't got all day, so make sure your call is BRIEF

9. Twelve telephone tips 7.The other person is getting an impression of your firm while talking with you, so make sure that you sound EFFICIENT,or else your firm's image may be at stake, even if you're just taking a message 8. Don't rely on your memory: make notes during a call and rewrite these notes immediately afterwards as a record of the call 9. Smile while you're talking. Your listener can 'hear' your smile 10.Don't try to be funny--you may be misunderstood 11.Don't interrupt the other person: let them finish what they want to say. 12.send a follow-up email, fax or letter to confirm any important details (especially prices and numbers), so that you both have a written record

10. useful expressions: on the phone Hello, I'd like to speak to Mr... Hello, this is Miss..calling from... Is Ms....available, please? My name's... I'm afraid he's in a meeting/not in the office/ still at lunch/ not available just now. Is there anything I can do for you? Hold on for a moment, please. I'll just find out if she's back yet/ in the other office/ available I'll put you through to Miss... I'll ask her to call you back as soon as she's free. What's your extension number/fax number? Could you ask her to call me back, please? My number is... Could you give him a message, please? What time do you expect her back? I'll call again later today. Thanks very much for your help.

11. tips on making notes 1. It's not a good idea to write your notes in complete sentences. Keep notes short. 2. Use abbreviations. But not so many that you can't understand your own notes later! 3.Use words like because, therefore, but, or and to show how ideas are related. 4. Use the dash--. It's a very useful punctuation mark in note-making. 5. Use a lot of space then you can expand your notes later. Put each separate idea on a new line. 6.Use the layout to help make the meaning clear. Use new paragraphs, headings, CAPITAL LETTERS and underlinings Back

12. How to arrange a business meeting

13. FROM: CARMICHAEL, POLSKA SA PHONE NO.: 0048222756785 14 – JAN – 2000 14 :43 P01/01 Carmichael Polska SA Carmichael, lnc. pl.Starynkiewicza 7/9 02-015 Warsaw Poland To: Gina Theismann From: Tom Granger Date: 14 January 2000 Pages: 1 RE: Sales team for new product launch in Pola Hello Gina Thanks for the profiles of Steve Cerny and Joni Morgan. They both look very good and I think they should work very well together with the three local people here. I was thinking about getting the whole team toghther for a week in London. Would the week commencing 9 February be convenient for Steve and Joni? The team could spend a couple of days on team-building, followed by discussions on the launch. I think we need them to agree on their objectives, roles and schedules by the end of that week. They’ll also need to think about communication. Could you let me know a.s.a.p. about the dates? Regards Back

14. You are Gina Theismann. You have just received Tom ’ s fax about the meeting in London. The dates are not very convenient for your team members, Steve Cerny and Joni Morgan. Telephone Tom and arrange a new date for the meeting in Lon don. Use the availability table below. February Steve Joni 2 3 4 5 6 9 10 11 12 13 16 17 18 19 20 23 24 25 26 27 Holiday Rome 1L2 project You are Tom Granger. Gina Theismann phones you about the dates for the meetin in London. Use the availability table below for the Polish team members to finalise a date for the meeting. February Hannah Barbara Sergiusz 2 3 4 5 6 e-project Head Office 9 10 11 12 1316 17 18 19 20 Poznan 23 24 25 26 27 Back

15. the following sentences are useful when making appointments: *asking for suggestions (I’d like to arrange a meeting in the near future.) when would suit you? When/What time would be convenient for you? What time would suit you? What suit you better----morning or afternoon? What time do you like/prefer? *Suggesting times and dates How/What about Monday morning? Will you be available at 9.30 am. on Friday? Would 2 o’clock in the afternoon suit you? Can you manage at 2 p.m.? Is 2 o’clock all right? Shall we say 11 o’clock in the morning?

16. *saying we are available/unavailable (Let me check my diary.) 1. Monday morning would suit me./How about Monday morning?/Well, what about the afternoon on Friday? 2. Yes, I’ll be available then./Yes, I can make it./Yes, it suits me./Yes, that’s fine with me./That will be fine./Yes, Thursday afternoon would suit me fine. 3. Sorry, I’m afraid I will be busy all day Thursday. 4. Sorry, I’m out on Friday. 5. Sorry, Thursday is all scheduled for me. 6. I’m afraid I can’t make Thursday. 7. I’m afraid I can’t make that. I have another appointment on Thursday afternoon.

17. * changing appointments 1.I’m sorry I won’t be able to keep my appointment with you on November the 27th. 2.I wonder if I could rearrange our meeting on Tuesday. 3.Could we postpone the meeting to sometime next week? 4.Could we bring forward the meeting by an hour/to an earlier date? 5.Could we move the meeting from 2 o’clock to 3 o’clock? 6.I wonder if we could change the time of our meeting to Thursday….I’m sorry for the rearrangement. 7.Could we rearrange the meeting? 8.I’m so sorry but I have to cancel it completely because… * others 1.What time should I expect you then? 2. When are you planning to come? Back

18. General Manager / Managing Director Personnel Dept Production Dept Finance Dept Sales & Marketing Dept Research & Development Dept Public Relations Dept -recruit -employ/hire -train -promote -transfer -fire/dismiss -retire -welfare -investment -produce -factory -equipment -material -product - after-sales service --maintenance -loan -capital -accounting -costing -profits -margin -labor costs -launch campaign -sales promotion -supply -advertisement -TV commercial -order -deliver -service -design -market research -sample -prototype -model The Board Company Structure Back