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秘书英语培训教材要点

'秘书英语培训教材要点'
English for secretary trainingUnit 1: orders and invoices: page 61n A commission or an instruction to buy, sell, or supply somethingn 订单:购买、销售或供应事物的任务或指示n General elements of order: q Date q Buyer/seller q Description of goods q Quantity q Unit price q Value q Terms of deliver and payment q Bank detailssamplen order No. Buyer:n Date: n Items code description of goods Quantity Unit price value n Total goods n Discount of n Total payn Terms of delivery and paymentn incoterms:n Credit:n Payment by: bank transfern Account No:n Bank details:n Name of bank: CITIC n Account No.:n Sort code:Unit 2: Etiquette of answering telephonen Making telephone calls is a valuable skill which requires one be polite, helpful, orderly, and natural so as to make effective use of it.n to be polite: q first of all, greeting call when answering a phone call. Such as “Good morning/Hello, can I help you? ”And so forth. It is impolite to say “Yes, who’s calling?” q If you are the one the caller wants, better to say “speaking” but “yes, I am”, as the tone of latter is rude. q If the caller wants the person just in the same office, it is polite to say “would you mind holding the line, please?” or q “Just a minute, please” or q Hold the line please , not q Hang on ,or q Don’t hang up or q Wait a minute , for it seems not as courteous. n When your coworker is out, you’d better to say q He/she not right here, or q I am sorry, But he/she is not possible. q He/she is not available.n When you want to know the name of the person whom is calling, it is polite to say like this: q Who’s calling please? q Whom I am talking, please? q Would you mind giving your name, please? q If the caller is reluctant to tell his/her name, do not insist. You can just suggest he or she call later. to be helpfuln If the person that the caller wants is out, you could say: q Can I take a message? q He is in a conference, can I get him to call you back? q Could you ring/call again in 15 minuets, please? q If you would like to hold the line for just a moment, I’ll make some inquiries to see if I can get him?n Be aware that you should be helpful, never say like this as they show shortage of cooperation or interest: q I’m not sure where he is? q He’s outBe orderlyn If you are working in a large department/organization, you should answer the call by giving the name of your unit first. It could greatly reduce possibility of misunderstanding and save time. for eg: q China Travel Service, Good morning q Human Resources, good afternoon q Good afternoon, Holiday Inn, can I help you?n If you want to get information by telephone, better work out the questions beforehand, get them ready before you make the call.To be naturaln Be natural and keep the coversation on a friendly but business-like basis. Remember, never give a impression to the caller that you are nervous, it may lead to misunderstaning and loss of good will.Answering a home Call n Home calls has the similar rules of manners as business calls. If there is any difference, perhaps it may show a litter concise and direct. Such as:n Good evening, can I help you? Or just simply say:n Hello.n Never just say “yes?” which seems rude and abrupt.How to write a business lettern Business letters are widely-used in companies, though E-mail is also popular and convenient nowadays. Therefore, as a secretary, you should know the principles, layout, skills of business letter writing.layoutPrinciples of business letter Writing n “7 C” principles:n Completenessn Clearnessn Concisenessn Concretenessn Correctnessn Courtesyn Consideration n Clearness(清楚) n 1)避免使用可能产生不同理解或意义不明确的词汇 n As to the steamers sailing from Hongkong to San Francisco, we have bimonthly direct services. (从香港 到旧金山有直达船,) 但是bimonthly 究竟是一个月两 次即半月一次呢,还是两个月一次?不明确。因此, 最好清楚明白地说明“一个月两次”还是“两个月一 次”: n (a) We have two direct sailings every month from Hongkong to San Francisco. (每月两次直达船) n (b) We have semimonthly direct sailing from Hongkong to San Francisco. (每半月一次直达船) n (c) We have a direct sailing from Hongkong to San Francisco every two month. (每两个月一次直达船) n 2)注意修饰词的位置,有时修饰词的位置不同, 会导致不同的含意如:n a) Please let us know what you wish us to do about this matter as soon as possible; n b) Please let us know as soon as possible what you wish us to do about this matter. n 以上两句中的修饰的内容不同: q a) 你们要求我们尽快做些什么。 q b) 请尽快告诉我们。 n 所以 a) 可译成"请告你们要我们为此尽快做些 什么"; b) 可译为"请尽快告知,你们要我们 为此事做些什么"。 n 3)注意代名词,关系代词和先行词的关系。 按照英语习惯,句子中的代名词和关系代词一 般是指离得最近的名词,因此要特别注意,以 免引起误解或不清楚。 n examples: q They informed Messrs.John & Smith that they would receive an answer in a few days. (not good) (两人都收到还是其中一人收到?表达不清晰) q They informed Messrs. John & Smith that the latter would receive an answer in a few days. (better)n 4)注意前后一致和紧凑,连贯n 不一致的例子: q Being a certified public accountant, I am sure you can help us. n 一致的例子: q Being a certified public accountant, you can surely help us. or; q As you are a certified public accountant, I am sure you can help us. n 5)仔细和恰当地分段落(Paragraphing)n A paragraph for each point is a good general rule. n 商业书信要写得使人一读就明白,因此必须按 照内容仔细和恰当的分段落,一般的分段落原 则是一个段落一个意思. n Correctness 正确n 叙述得正确 q 商业书信的内容要叙述得正确,既不要说得不够 (Understatement),更不要说得过头(Overstatement)。n See examples below: n [例一] This stove is absolutely the best (or: the very best) on the market. (这种炉子是市场上绝对最好的 炉子。) 这句话是用来介绍商品的,的但没有具体介 绍商品的性能,的而是抽象地断定这种炉子是“市场 上最好的”。这样介绍商品,不但不能达到推销的目 的。 n [改写] Our model A195 is designed on modern lines and gives, without any increase in fuel consumption, 25% more heat than the older models. So you will agree that it is the outstanding stove for economy of fuel. (我们的A195型炉子是按近代样 式设计的,在不增加燃料消耗的情况下,比其他各种 旧式炉子温度高25%。所以,你会同意,这是优良 的节约燃料的炉子。) n 用字要正确n 对外贸易离不开数字的。对商业书信中的数字 的正确性要特别加以注意,有时"失之毫厘, 差之千里"。甚至引起不同的理解。 q (a)“以上”,“以下”,“以前”,“以后”, “从…..到….”等的表达法 q $2 or (and) above (over) q 二美元和二美元以上 q 5% up to 10% inclusive q 5%至10% (包括5%和10%)Understand and proper use of business terms(理解和运用商业术语 )n 一般常用的商业用语用字简洁,意义明确,使 用得好,工作进行得顺利,使用得不好,就会 引起混乱,误解,甚至产生不必要的纠纷,如: n You ask very short delivery for your order. 写信 的人原意是说“你们要求赶快交你们的定货。” 可是short delivery不是快点交货的意思,而是 “短交”的意思,这就用错了商业术语。n 因此,应该说: Your require quick (prompt) delivery of your order. 适合的写作技巧或方法n (1) 非英语国家的人学英语中普遍的弱点之一是不能 正确地拼写(spelling)每一个英文字。拼写正确与 否是一个很重要的问题。有时,一不小心,拼写错了, 会误大事或出笑话。n 比如: 你想买靴子,英文应该是BOOTS,要是拼写 成BOATS就变成你想买船了。 n 怎样才能正确地拼写?最好的办法是读得仔细,注意 每个字的正确拼法及字母排列。要注意 音节 (syllables) 字根(roots) 前缀(prefixes) 后缀(suffixes)n (2) 正确使用大写(Capital Letter) n 一般地, q 在每一句开头 q 每一个直接引语 q 每一行诗的第一个字 q 人的称呼或头衔 q 书名等要大写 q 专有名词,如缩略词,要大写 q 月份名,星期几要大写 q 代词I要大写, q 专用名词首字母大写。n 这是使用英语必须具备的起码的知识,在平时的阅读 中要多留心。因此,大写使用的正确与否,也是英语 水平问题。 n 除了上述一般大写规律以外,在商业书信英语中的大 写,还有其本身的特点,现说明于下: n 1)North, South, East, West 这四个字作为一 般方向用时小写,的但是当它们作为一个地理 概念表示北方地区,南方地区,东方地区,西 方地区,或专有的地名联用时,就必须大写。 q [例]Cotton is the principal crop in the South; it is also grown extensively in the Southwest and in the Southern California q (棉花是南部各州的重要作物,西南各州和加利 福尼亚南部也广泛种植。) n 2)商品名称从语法上讲,一般的商品名称 (非专有名词)没有必要大写。在商业书信中 为了强调或要促使对方注意,商品名称常常大 写。 q [例]We have seen your advertisement in the "Textile World" and should be glad if you would send us patterns of Ladies' Woolens with your best terms. q (我们看到你们在"织物界"杂志上的广告,请寄妇女 用毛织物样本并告最优惠的价格条件。) n 3)文件名称要大写 q [例]we have quoted our best terms on the enclosed Price List. q (我们已随函寄送价目表报最优惠价格条件。)n 4 ) 公司,团体,城市名称省略时大写 q [例]The Company will pay you $100 annuity. q 该公司将付给你年金100美元。 q n 5)职务名称 大写 q [例]There is enclosed a letter from Mr. H.A.Anderson, President, National City Bank of New York. q (同函俯上花旗银行行长安得逊先生所写书信一封)n 6)船名大写 q [例]的We have shipped the goods by the m.v."London Maru" of OSK. q (货已由大阪轮船公司的“伦敦丸”轮装运。)n 合同中的甲、乙双方要大写: q The Party A and the Party B hereto come to agreement in terms and conditions as follows:n Conciseness(简洁) q “简洁”是有客观标准的。虽然西方国家的作者之 间在怎样用词才算“简洁”方面虽然有争论的,但 一些通行的看法还是有一定参考价值。如: n 1) 避免使用陈旧的商业术语陈旧的或传统的 商业术语(Commercial jargon),对信的内 容没有什么作用词句,应该避免使用。例如: q Wordy: We wish to acknowledge receipt of your letter of November 14 with the check for Stg.10 enclosed and wish to thank you for same. q Concise: We appreciate your letter of November 14 and the check for Stg. 10 you sent with it. n 2) 要长话短说,避免罗嗦。通常商业人士每天需要 阅读大量的书信,因此信件要开门见山,力求长话短 说。直接切题,不绕圈子的信特别欢迎。 q 例如: Please see that an enquiry is conducted to determine the reason. Please find out the reason. We express our regret at being unable to fulfill your order on this occasion. We are sorry we cannot meet your present order. (wordy)要使用简洁的语言,有可能的 话, 尽量使用单词来代替某些娇柔做作的短语。 q 删去上面句子中的形容词或副词删去后并不影响句子的 原意: q The proposal is under (active) consideration. The answer is (definitely) correct. I would (rather) think the fare is too high. The (true) facts are as stated n 3) 要注意每个句子的长短 q 例如: "We would like to know whether you would allow us to extend the time of shipment for twenty days, and if you would be so kind as to allow us to do so, kindly give us your reply by cable without delay.“ q 这句话过分“客气”,使句子过长而不清楚。内容 要求对方同意延期交货20天,一般情况下,应尽可 能提出延期到那一天的具体日期。 q 这句话可压缩为: "Please reply by telegram immediately if you will allow us to delay the shipment until April 21."(如同意我们把交货延期到 四月二十一日,请电复。) Samples Business letter 一. 商业书信常用开头语 Opening Phrases & Sentences Generally Used In Business Lettersn (1)表示特此奉告等 n To inform one of; To say; To state; To communicate; To advise one of; To bring to one's notice (knowledge); To lay before one; To point out; To indicate; To mention; To apprise one of; To announce; To remark; To call one's attention to; To remind one of; etc.n 1. We are pleased to inform you that n 2. We have pleasure in informing you that n 3. We have the pleasure to apprise you of n 4. We have the honor to inform you that (of) n 5. We take the liberty of announcing to you that n 6. We have to inform you that (of) n 7. We have to advise you of (that) n 8. We wish to inform you that (of) n 9. We think it’s advisable to inform you that (of) n 10. We are pleased to have this opportunity of reminding you that (of) n (2) 为(目的)奉告某某事项n 1. The purpose of this letter is to inform you that (of)n 2. The purport of this line is to advise you that (of)n 3. The object of the present is to report you thatn 4. The object of this letter is to tell you thatn 5. By this letter we Purpose to inform you that (of)n 6. Through the present we wish to intimate to you thatn 7. The present serves to acquaint you thatn (3)惠请告知某某事项,等n 1. Please inform me that (of)n 2. Kindly inform me that (of)n 3. Be good enough to inform me that (of)n 4. Be so good as to inform me that (of)n 5. Have the goodness to inform me that (of)n 6. Oblige me by informing that (of)n 7. I should be obliged if you would inform me that (of)n 8. I should be glad if you would inform me that (of)n 9. I should esteem it a favor if you would inform me that (of)n 10. I will thank you to inform me that (of)n 11. You will greatly oblige me by informing that (of)n 12. We shall be obliged if you will inform us that (of)n 13. We shall be pleased to have your information regarding (on, as to; about)n (4)特确认,本公司某月某日函件等n 1. We confirm our respects of the l0th Mayn 2. We confirm our letter of the l0th of this monthn 3. We confirm our last letter of the l0th Junen 4. We had the pleasure of writing you last on the l0th of this monthn 5. We confirm our respects of the l0th Junen 6. We confirm the remarks made in our respects of the l0th Julyn 7. We confirm the particulars of our enquiry by telephone of this morningn 8. In confirming our telegram of this morning, -- n 9. Confirming our respects of the 10th May,--- n 10. Confirming our last of the 10th June,--- n (5)贵公司某月某日函电,敬悉等 n l. We have pleasure in acknowledging receipt of your esteemed favour of the 3rd Mayn 2. We are pleased to acknowledge receipt of your favour of the lst Junen 3. We have to acknowhedge receipt of your favour of the 5th Julyn 4. Your letter of May 5 was very welcomen 5. Your letter of April l0 gave me much pleasuren 6. Your esteemed favour of 7th May was duly received by usn 7. Your favour of the 5th June is duly to handn 8. Your favour of the l0th is to (at) handn 9. We are in due receipt of your favour dated the 7th Junen 10. We are in receipt of your letter of the 7th Julyn 11. We are in possession of your letter of the 5th Apriln 12. We have duly received your favour of the 5th Marchn (6)特回答贵公司某月某日函所叙述有关事项等n 1. I have the pleasure of stating, in answer to your inquiry of the 4th inst, thatn 2. In reply to your letter of the 5th of May, I have to inform you that (of)n 3. I hasten to answer your inquiry of the l5th May, by stating thatn 4. We are in receipt of yours of the 5th June, in reply to which we are pleased to state thatn 5. In reply to yours of the l0th May, relative to..., I would say that n 6. I am in receipt of your favour of the 7th May, and in response I inform you that (of)n 7. In response to your letter of l0th May, I wish to say thatn 8. In answer to your favour of the 5th May regarding... I reply as follows:n 9. Answering your letter of the 8th of February re..., I would say thatn 10. In reply to your letter of February 8th, I inform you that (of)n (7)非常遗憾,我们奉告您关于,等。 n l. We regret to inform you that (of)n 2. We are sorry to have to draw your attention ton 3. We regret to have to say thatn 4. We regret to advise you thatn 5. We are very much regret to announce you thatn 6. It is most regrettable that we have to inform you that (of)n 7. It is with our greatest regret that we must inform you that (of)n 8. To our greatest regret we must herewith inform you that (of)n 9. It is a matter for regret that I have to inform you that (of)n 10. It is to be re
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