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1、秘 书 英 语,总主编 史玉峤 姚怀山,主编 冯修文 陈 璇 主 审 吕菊林,Start with office work,Unit 4,Speaking Module,Listening Module,Reading Module,Writing Module,4.4,4.1,4.2,4.3,Translating Module,4.5,Culture Module,4.6,Topic 1 Office control ensure office working standard maintain working procedures the controls for stock, pett
2、y cash, post, equipment and purchasing, budget, and invoicing systems leave control includes staff leave, attendance checking office safety includes fire, first aid, and accident report,4.1 Sprsking Module,Direction: Four or five students in a team make group discussion and then make presentation wi
3、th the help of expressions given for reference.,Topic 2 Office stresses a. Job stresses from repetitive, monotonous and boring work excessive demands, chronic overload, and deadline pressure inadequate resources to conduct work lengthy sitting or standing b. Psychological stressors due to little or
4、no control or autonomy lack of privacy excessive supervision or monitoring confusion about goals,4.1 Sprsking Module,Topic 2 Office stresses c. Technological stressors from inadequate training old, poorly maintained equipment or tools pace of workload lack of right equipment or tools unsafe or poorl
5、y designed equipment,4.1 Sprsking Module,A: First of all, when do people start work in American offices? B: Right, well, the official work day starts at 9 am. This should really mean 9 oclocknot ten past or half past nine. A: Would you say that people work very hard in offices in America? B: Well, I
6、 dont know about employees in your country. But some nations have a philosophy that you work when the boss is around. And any time hes not there, one can relax by reading the newspaper or whatever one likes doing in a personal way. A: And things are different in the States, youre saying? B: Well, in
7、 America one is being paid for your time. So employees are expected to find other work if their own desks are clear, or to help someone else with his or her work. But you never sit idle, doing nothing.,4.1 Sprsking Module,Direction: Work with your partner on the following conversation , using it as
8、guide when making up your own conversation.,A: Ercould you say something about contracts of hiring in America, please? B: Well, its different from, say, Asia, Im not sure. We are more democratic, I think. It means perhaps that we wont develop such a a permanent relation between employer and employee
9、. I know that in some countries people relax once they have a job, because they know they will almost never be firedunless they do something awful. A: Well, thats about it, I think, oh, except to briefly mention all those coffee breaks Ive heard about in the United States. B: Haha, thats right. Near
10、ly all large offices have coffee wagons that circulate for mid-morning and mid-afternoon coffee breaks. But you should remember that although 15 minutes are allotted twice a day for relaxation and chatter, many employees take coffee to their desks and keep on working. In small offices the coffeepot
11、is often on all day and employees take coffee whenever they like or they can make tea for themselves. It all depends, I suppose,4.1 Sprsking Module,4.2 Listening Module,Direction: You will hear five short recordings about Office Work Pattern. Each recording is followed by three different statements
12、decoding it. Choose the correct statement, and mark one letter (A, B or C) for the correct choice.,1 A. Flexible patterns of work include hot-desking. B. Flexible patterns of work include job-sharing. C. Flexible patterns of work include tempting. 2 A. Teleworkers can have more time caring for famil
13、y. B. Teleworkers may work longer hours. C. Teleworking can improve teambuilding.,4.2 Listening Module,3 A. Work involved in computer is unsuitable for job-sharing. B. An artist cannot split his work with a partner. C. A trainer cannot split his work with a partner. 4 A. In the future, more people m
14、ay work at home. B. In the future, people may not work. C. In the future, computer will do most work for us. 5 A. Flexible schedule is effective to motivate all the staff. B. Flexible schedule is effective to motivate those who “work to live”. C. Flexible schedule is effective to motivate those who
15、“live to work”.,4.2 Listening Module,Office automation is for office file integration and event _(1). Office automation uses _(2) systems to execute a variety of office operations, such as word processing, spreadsheets, e-mail and _(3) to make office routines easier, faster and _(4). Office automati
16、on system can improve _(5) communication and response time, both internally and externally. By running the program, office staff will be automatically notified of _(6) events; thus accelerating action on these important issues.,Direction: Fill in the blanks with the words, phrases or sentences youve
17、 heard.,4.2 Listening Module,Take the system of letters, faxes and _(7) for example, using a simple screen interface can provide the entire organization with fast and consistent letters, faxes and memos. This system can be_(8) into word processor so it is available at the press of a button. Even dif
18、ferent pages or documents can be directed to different printers. But the output will be consistent across the organization. _(9), and more importantly will ensure that it is completed in a consistent manner. In particular, with office automation, it can be decided how the office documents look and i
19、s structured and what data should be contained. So not only will the documents look the same way, but also will be completed more quickly._(10).,4.3 Reading Module,Direction: Scan the passage below and match the words and phrases with their definitions.,4.3 Reading Module,Direction: Read the passage
20、 below again and answer the following questions.,4.3 Reading Module,Business Telephone Etiquettes There is a surprising lack of knowledge among people about proper business telephone etiquettes. Following are a certain set of phone ethics will definitely lead to favorable outcomes for the entire bus
21、iness. The telephone has become an indispensable tool in businesses today. Cell phone technology is rapidly changing. It is imperative to know all the rules while talking on a phone for business purposes. Business telephone etiquettes should be taught to all members of the organization. This will le
22、ave a good impression of your organization on both the callers and the called. When you pick up the phone, greet the person depending on the time of the day. While calling you should introduce yourself and give the name of your organization. Use short phrases and simple words while talking on the ph
23、one. Long-winding sentences will lead to disinterest and poor comprehension in listeners. Avoid the use of casual words and slang.,4.3 Reading Module,There should be screening of calls by possibly the receptionist before forwarding it to the concerned person. There should be facility to leave a voic
24、e message on the phone if the person is not able to take the call at that particular time. If the phone gets disconnected due to some reasons then instead of waiting for the call, callback the person right away. You should avoid multitasking like handling different phone calls at one time. There sho
25、uld be proper scripts for inbound and outbound calls. If you dial a number that is wrong, apologize promptly and disconnect. Etiquette demands that both the caller and receiver should write down information when required，so before making a call or taking one, be sure to have something to write upon.
26、 In case the conversation is confidential you should speak from a private room where no one else is present. In case this option is not available speak softly and at the volume not audible to neighboring colleagues. Ideally you should not put a person on hold. You ought to ask permission before putt
27、ing the person on hold.,4.3 Reading Module,You should never eat food or chew gum while talking on the phone. It causes unpleasant sounds and could possibly irritate the user. Speak softly. Make sure the volume of the phone is not very high as well as speech should be able to be distinctly heard. The
28、 correct way to answer the telephone is “hello”. Simply answering “yes” is an inappropriate and terse response. You should never be rude to a caller whatever provocation. Speak clearly and slowly when taking a business call. You should not mumble or have slurred speech. You ought to be mindful of di
29、fferent time zones. Try to call during the day as far as possible. Calls before 9am and after 9pm should be avoided. You should also be careful in calls where cultural differences come by. Complimentary words and phrases may be considered derogatory in other cultures. Following good business telepho
30、ne etiquettes is the responsibility of every person in the organization. These are simple and effective but inexpensive methods to enhance the image of your organization.,4.3 Reading Module,Word Bank,ethics n. 道德 favorable adj. 有力的 indispensable adj. 必要的；必须的 receptionist n. 接待员 confidential adj. 机密的
31、 audible adj. 可以听见的 put sb on hold （打电话）让人稍等 irritate v. 使生气；冒犯 provocation n. 挑衅；激怒 mindful adj. 注意的；留意的 complimentary adj. 赞美的；赞扬的 derogatory adj. 贬义的；不敬的,4.3 Reading Module,Direction: Read the passage again and choose the correct answer to each question.,1. What should you do when you pick up the
32、 phone? A. Greet the person depending on the time of the day. B. Introduce yourself and give your name. C. Ask his or her name. D. Say hello to her or him.,4.3 Reading Module,2. What should the receptionist do before forwarding the call to the person concerned? A. Ask the caller to leave a message.
33、B. Ask the caller to call again if the concerned person is not available. C. Ask the caller what he or she is calling for. D. Screen the calls. 3. In case the conversation is confidential, what should you do? A. You should speak from a private room. B. You should speak softly. C. You should ask perm
34、ission if you would put a person on hold and retire to place. D. All of the above.,4.3 Reading Module,4. While talking on the phone, what should you not do? A. Speak softly. B. Eat food or chew gum. C. Speak clearly. D. Speak to make yourself distinctly heard. 5. If you are in different time zones,
35、what should you do? A. Try to call before 9am. B. Try to call during the day. C. Try to call after 9pm. D. Try to call at midnight.,4.4 Writing Module,Memo A memorandum (abbrev.: memo) means “It must be remembered (that).”. It is therefore a note, document or other communication that helps the memor
36、y by recording events or observations on a topic, such as may be used in a business office. Memo Format: A memo may have any format, or it may have a format specific to an office or institution. In law specifically, a memorandum is a record of the terms of a transaction or contract, such as a policy
37、 memo, memorandum of understanding, memorandum of agreement, or memorandum of association. Alternative formats include memos, briefing notes, reports, letters or binders. They could be one page long or many. If the user is a cabinet minister or a senior executive, the format might be rigidly defined
38、 and limited to one or two pages. If the user is a colleague, the format is usually much more flexible. At its most basic level, a memorandum can be a handwritten note to ones supervisor.,4.4 Writing Module,This chapter focuses on any type of business organizational informationfrom brief notices of
39、meetings to full analyses of data. Because memos are essentially letters that stay within an organization, the principles of good letter writing equally apply to memos: Open memos with an informative and interpretive subject line; Include main point(s) in the first lines of the text; Design and orga
40、nize memos to highlight key points; Make memos personal and convincing; Choose a direct and simple memo closing.,4.4 Writing Module,Pros and Cons of Online Research Here are the advantages and disadvantages of online research. Advantages: Online research is inexpensive. A typical e-mail survey can c
41、ost between 20% and 50% less than what a conventional survey cost, and return rates can be as high as 50%. Online research is fast. Online surveys are fast because the survey can automatically direct respondents to applicable questions and transmit results immediately. One estimate says 75% to 80% h
42、ours using online methods, compared to a telephone survey that can take 70 days to obtain 150 interviews.,4.4 Writing Module,People tend to be honest online. Britains online polling company YouG surveyed 250 people via intercom in a booth and the other half online, asking questions such as “Should t
43、here be more aid to Africa?” Online answers were deemed much more honest. People may be more open about their opinions when they can respond privately and not to another person whom they feel might be judging them, especially on sensitive topics. Online research is versatile. Increased broadband pen
44、etration offers online research even more flexibility and capabilities. For instance, virtual reality software lets visitors inspect 3-D models of products such as cameras, cars, and medical equipment and manipulate product characteristics. Even at the basic tactile level, online surveys can make an
45、swering a questionnaire easier and more fun than paper-and-pencil versions.,4.4 Writing Module,Disadvantages: Samples can be small and skewed. Some 33% of households are without Internet access in the United States; the percentage is even higher among lower-income groups, in rural areas, and in most
46、 parts of Asia, Latin America, and Central and Eastern Europe, where socioeconomic and education levels also differ. Although its certain that more and more people will go online, online market researches must find creative ways to reach population segments on the other side of the “digital divide”.
47、 One option is to combine offline sources with online findings. Providing temporary Internet access at locations such as mails and recreation center is another strategy. Some research firms use statistical models to fill in the gaps in market research left by offline consumer segments.,4.4 Writing M
48、odule,Online market research is prone to technological problems and inconsistencies. Because online research is relatively new, many market researchers have not gotten survey designs right. Others overuse technology, concentrating on the bells and whistles and graphics while ignoring basic survey design guidelines problems also arise because browser software varies. The Web design