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1、Secretarial Procedures&Secretarial English,2,Study Tasks for the Eighth Week,Section Two,Unit FourteenAbout the Mid-term Examination,3,Section Two,Unit Fourteen,If you aim to make a success of your secretarial career,and whatever career may follow that,your success will depend on much more than your
2、 practical skills.No matter how good your shorthand or typing skills,or your ability to present documents effectively,you will not get far if you cannot get along with people.Oral communication is the life-blood of our personal and business lives.Our ability to communicate is a process which begins
3、in childhood；the roles we play become gradually more complex as we become adults and assume more responsibility.,4,Face-to-face Communication,In your business life you will probably spend much more of your time talking and listening to colleagues and clients than writing and reading.Problems will ne
4、ed to be discussed,information requested,instructions given.To achieve co-operation and effective teamwork,good human relations skills must be developed.Face-to-face communication can take a variety of forms:a private discussion a conversation over lunch a gossip in the lift a chance meeting in the
5、corridor an informal gathering of staff instructing subordinates dealing with clients formal meetings interviews conferences/seminars,5,Face-to-face Communication,In face-to-face communication,you have various means of conveying information intonation of the voice,facial expressions,gesture,posture
6、and movement.These factors add impact to a meaning,and they combine to provide an instant impression in a way that written communication or telephone calls cannot.Face-to-face communication has many advantages.Most importantly,it is immediate,so there is more chance of understanding being achieved q
7、uickly.It is also possible to obtain instant feedback.Of course,there are also disadvantages.Inaccuracy may result due to there being no permanent record.It is also often less concise because it is not prepared as carefully as written communication.Most people find talking easier than writing becaus
8、e phrases can be used in speech which would be unacceptable in written communication.However,if understanding is to be complete and effective,language needs to be chosen carefully.Effective oral communication should be planned just as carefully as planning what you are going to write.Flexibility is
9、provided,however,in that it can be changed if necessary.,6,Checklist for Effective face-to-face Communication,Let us consider:Plan what you will say.Prepare supporting notes and gather any relevant documents.Consider the person to whom you will be speaking.Take account of their position,background k
10、nowledge and experience.Speak appropriately to the situation.Be chatty,friendly,informal or formal,etc,in accordance with the situation and the topic.Be open-minded.Consider the matter from the other persons point of view and be as open-minded as possible,but have counter-arguments ready just in cas
11、e they are required.Consider the location.You will feel more comfortable in a familiar environment.Try to avoid distractions like telephone calls or other interruptions.Dress appropriately.Your appearance indicates your personality and what you represent.,7,Speaking in Public,Although you may never
12、aspire to address audiences as a professional speaker,the chances are that you will be required to give a talk,explain a procedure or propose some plan in the course of your career.When faced with such a task,you should aim to communicate with your audience and not feel intimidated by them.Every goo
13、d speaker suffers from nerves or butterflies.A certain amount of tension is not a bad thing.It means the speaker cares about getting through to the audience and about putting on a good performance.Common faults include not identifying the main ideas to be put across.This results in your talk being v
14、ague and ineffective,sliding from one point to another without clear indication,or repeating points already made.If a speaker is not thoroughly prepared and is disorganized,the audience will feel their time has been wasted.,8,Speaking in Public:Preparing the Material,You must be certain of what you
15、want the audience to learn from your talk.Know your facts by doing reading and research.Your talk should progress logically,using these guidelines:Acknowledge the person who has introduced you to the audience.Introduce your subject clearly and concisely,outlining the purpose of your talk and what yo
16、u hope to achieve.Use key sentences to introduce each main point.Explain and expand with details,examples,or short stories to illustrate each point.Recap with a summary or restatement of the main point.End your talk on a positive note.Have a closing sentence ready.Nothing lets down an audience more
17、than：“ell,I guess thats all I have to say.”,9,Speaking in Public:An Example,The Company Anniversary PartyTen years ago today,Mr.Hsu rented a small apartment not far from here,which some of the older employees may remember.Pretty soon he had hired a few of his classmates,and there they were hiring pe
18、ople,too.Now there are over a thousand of us.Our products are sold in over sixty different countries.Of course,the bottom line is.well,the bottom line,and our company netted over eighty million dollars last year.We all have reason to be very proud.In ten years,Mr.Hsu has brought us from a one-room b
19、usiness to the fifth-largest peripherals manufacturer in Taiwan.Im confident that we will see even greater success in the decades to come.,10,Press Releases,A press release is an announcement made to the press and other media about anything which is considered to be newsworthy.It can obtain useful f
20、ree publicity for those who issue the press release.Those who receive it may ignore it,publish an edited version,publish it as written,or contact the initiator to make a more detailed report.Some reasons for sending a press release to the media are noted here.Can you add to this list?relocation of o
21、fficesintroduction of new productspurchase of new capital equipment or buildingschanges in top personnel,11,Compiling a Press Release,Ninety percent of press releases issued are thrown straight into the editors waste-paper basket.Only 5-10 percent are used.To stand any chance of escaping the editors
22、 waste-paper basket,specific writing skills are needed.Headline Compile an appropriate but snappy heading Opening Grab the editors attention and ultimately the readers with a good headline and opening paragraph.Include the most important message in this opening.Middle Keep central paragraphs short a
23、nd self-contained so that the editor can cut them out if necessary without ruining the sense or the flow.Write in an interesting,punchy style.Even what may seem an uninteresting event can be made into an effective story by using appropriate angles and wording.Close It may be appropriate to finish by
24、 repeating the main message again,by summarizing,or perhaps including a quotation from a key person.,12,Style and Language,When you issue a press release you will be writing on behalf of your company,but care must be taken to ensure that your release does not sound like an advertisement or an invita
25、tion.Your press release should be worded so that it can appear in a newspaper with as little change as possible.It is useful to imagine you are“wearing the hat”of the newspaper editor while you are compiling a press release,i.e.use third person.Remember that a flat,vague,dull,boring or long-winded p
26、ress release will end up in the waste-paper bin.Using short sentences,write your press release in a snappy,crisp,punchy style,and remember it must answer the following questions:What What is happening?Who Who is involved?Where Where is it happening?When When is it happening?Why Why is it happening?,
27、13,Layout,A press release is formal communication from an organization,so it should be presented on letterheaded paper.The following format is then recommended:,_British NEWSTELECOM RELEASE Sheffield&LincolnRG/ST District Office Telephone House Charter Square 1 March 1990 Sheffield S1 1BA Telephone
28、Sheffield 732640PUBLICATION DATE：6 MARCH 1990COMPUTERISED TELEPHONE EXCHANGE AT LINCOLN From today,all British Telecom customers in the city of Lincoln can reap the benefits offered by their new,full computerised telephone exchange.Now,all 25,000 customers can look forward to faster connections,clea
29、rer calls,with fewer wrong numbers or crossed lines,and take advantage of a host of exciting new facilities known as Star Services.In addition,optional itemised bills at no extra cost will ensure that customers can keep a track of their calls.District Exchange Services Manager,John Lashmar,commented
30、“I am delighted to see this extensive modernisation programme come to fruition in Lincoln.It will enable BT to offer a first-class communications service to all its customers in the city.”end-Contact：Ron Gee,Press Relations Manager；Sheffield(0742)708267 British Telecommunications pic Registered Offi
31、ce 81 Newgate street LONDONECIA 7AJ,14,The Secretarys Role in Communication,In an efficient company,systems of communication will be laid down in accordance with the structure of the organization.The systems complexity will be influenced by the size of the organization,as will the degree of formalit
32、y.However,such systems should not be too rigid,and they should allow room for improvements to be suggested and implemented if necessary.As a secretary,you should:Be objective about your limitations and deficiencies in your use of language.Extend your knowledge of language by reading.Plan all your co
33、mmunications carefully,whether oral or written.Use clear,simple language,and appreciate the same used by others.Develop the ability to be critical in all your communications,and aim to improve constantly.Consider other peoples viewpoints and try to foresee problems which could occur from your dealin
34、gs and communications with them.Be open-minded and willing to adapt and change methods or procedures if necessary.Suggest to superiors any improvements which could be made in presentation methods or language used in communications.Set and maintain high standards in all your methods of communication,
35、in terms of language and presentation.,15,The Secretarys Role in Communication,Communication is perhaps one of the most important aspects of the secretarys role.It is also developing at an increasing rate.As such,all secretaries should endeavor to keep up to date with new methods,equipment and subse
36、quent changes and improvements which they bring about.Bearing in mind the above factors,we have a checklist for effective communication:Think clearly.Think before you speak or write.Listen intelligently.Remember that communication is a two-way process.Listening is just as important as speaking.Simil
37、arly,try reading your written message as if you were the recipient,and consider if it will be effective.Select appropriate media.Consider carefully the method to be used for communicating your message.It should be appropriate to the desired objective.Time your communication appropriately.Consider wh
38、en the communication should take place,and how long it should be.Use appropriate language.Use words which are relevant to the topic and which will be understood by the recipient.Obtain feedback.Obtain feedback to ensure that the communication was effective.,16,Public Relations,What is PR?Public rela
39、tions(PR)is the communications process which strives to foster an audiences understanding about and acceptance of a person,organization or issue.It can be used to meet various objectives,such as shaping public attitudes on important topics or helping businesses grow.More importantly,public relations
40、 can help you accomplish the specific goals of your firm in terms of presenting an image,increasing visibility and generating business.As a communications process,public relations involves a wide range of activities.You may choose to work with the local press,place advertisements in community journa
41、ls,send direct mail packages to small businesses in your town,host a special event for community leaders,or publish a client newsletter.,17,Public Relations,What is Communication?Exchanging Information Sharing Emotion InteractionPR Purposes Conveying Messages(1)External Communications(2)Internal Com
42、munications Achieving Mutual UnderstandingPR Activities Publicity through Mass Media Advertising&Promotions Daily Tasks,18,Public Relations,External Communications Press Release Press Conference Press Notice Mail ShotsInternal Communications Memorandum Notice Circular/Survey House JournalsLetters of Etiquette,
