(
课件网) Chapter 7 Administration Department行政部 Unit 1 Reception 接待 Training Objectives实训目标 After learning this unit, students will be able to: 1. Recommend the reception task in administration department. 2. Organize and arrange the reception task. 3. Offer good service to customers. 4. Performing daily secretary work well. Working Procedures工作程序 Receiving Reception Plan From VIP (Very Important Person)→ Being Clear About Reception Task → Arranging A Conference → Be Familiar With Guests’ Information →Doing Propaganda Work →Arranging For Meeting With VIP Useful Words and Expressions 1. equipment 设备 2. microphone 话筒 3. projector 投影仪 4. transparency 幻灯片 5. available 可用的 6. reserve 预定 7. declare 宣布 8. extend 发出（邀请，欢迎等） 9. name cards 名片 10. Minute Book 记录本 11. on behalf of 代表 12. on time 准时 Section B Handling Complaints/Case Discussion 投诉处理/案例讨论 In the early morning, Angela from ABC company makes a call to Li Ming, an administrative secretary in the IH Hotel. Angela says that her president, Mr. Black will come to their hotel at 11:00 a.m today. His time of arrival time will be two hours earlier than expected. After hanging up, Li Ming is a little blindsided. Because yesterday the manager informed everyone about the guest’s information of arrival. 1. Have you had a similar experience 2. Suppose you are Li Ming, how will you handle it Section E Summary总结 In this unit, we have learned how to recommend tasks for the reception desk in the Administration Department and organize tasks so that each member in the department can offer good service to customers. As an administration secretary, he or she should be polite, patient, knowledgeable and skillful. Unit 2 Making and Answering Phone Calls接听电话 Training Objectives实训目标 After learning this unit, students will be able to: 1. Master technical terms for making and answering phone calls. 2. Learn how to leave a call message. 3. Acquire information from making and answering phone calls. 4. Solve the problems that may occur while making or answering phone calls. Working Procedures工作程序 Greeting → Offering Information →Transferring a Call → Taking a Message → Finishing a Call →Informing → Expressing Appreciations and Wishes New Words and Expressions 1. potential adj. 潜在的，有可能的 2. marketing department 市场部 3. carry on 继续 4. sales strategy 销售策略 Useful Words and Expressions 1. polite 有礼貌的 2. friendly 友好的 3. confirm 确认 4. convenience 方便 5. urgent matter 紧急的事情 6. kind assistance 善意的帮助 7. bother/disturb 打扰 8. apologize 道歉 9. suit 合适 10. I’m afraid 恐怕 Section B Handling Complaints/Case Discussion 投诉处理/案例讨论 Mr. Black, the general manager of ABC Hotel has a business appointment with Mr. Smith from America at 9 a.m today, but he may not keep his appointment. Because he drank too much champagne last night. Li Wen, his secretary, has to ... ...
