Teaching Guide English for the Secretary 1 Suwaree Yordchim Faculty of Humanities and Social Sciences Suan Sunandha Rajabhat University 2005
Teaching Guide English for the Secretary 1 Suwaree Yordchim B.A. (English), M.Ed. (Teaching English as a Foreign Language) Cert. in Language Testing Faculty of Humanities and Social Sciences Suan Sunandha Rajabhat University ISBN 974-421-350-7 2005
(1) Preface This Teaching Guide, code 1551607: English for the Secretary 1 is a document designed to meet the need of secretaries and the people who need to undertake administrative tasks in English, both orally and in written form. It is divided into eight units involving basic communicative needs, starting from how to apply for a secretarial position or as an personal assistant. Many typical office work activities have been taken into account; for example, telephoning, receiving visitors, arranging appointments, making arrangements for business trips, preparing the documents for meetings, and writing business letters. The first six units incorporate all four language skills while Units 7 and 8 focus primarily on written work and documents. This is a revised version of the material which has been used in my class for 2 years. It is an integration of English language skills: listening, speaking, reading and writing. It offers structure for practice to both teachers and students through a variety of exercises both in group and in pairs, and individual work as well. The material is organized into three sections. Each unit begins with an introduction of the topic or the general concept followed by a presentation of vocabulary and language structures in context and in focus. Students are then given the chance to practice and improve their language skills with the listening, writing and speaking exercises. Finally, they can use what they have learned and practiced by working freely to produce their own conversations and to communicate realistically. In addition to this, reading sections and review and follow-up activities allow the general topic to be discussed and explored further. I would like to take this opportunity to express my gratitude to Mr. John Ross and Mrs. Bella Llego for their comments. And, in particular, special thanks go also to my colleagues for their support and encouragement. Suwaree Yordchim 1 October2011
Contents Page Preface (1) Contents (3) List of Figures (7) List of Tables (11) Course Lesson Plan (13) Instructional Management Plan for Unit 1 1 Unit 1 Secretarial Vacancies 3 1.1 Job Advertisements 4 1.2 Resumes or Curriculum Vitae (C.V.) 11 1.3 Applications 22 1.4 Interviews 29 1.5 Review Activities 35 References 39 Instructional Management Plan for Unit 2 41 Unit 2 Starting Work 43 2.1 Meeting Office Staff 45 2.2 People in the Company 51 2.3 Office Equipment 57 2.4 Office Duties 69 2.5 Review Activity 72 References 74
(4) Page Instructional Management Plan for Unit 3 77 Unit 3 On the Phone 79 3.1 Answering a call 80 3.2 Taking and Leaving Messages 89 3.3 Review Activities 107 References 109 Instructional Management Plan for Unit 4 111 Unit 4 Receiving Visitors 113 4.1 Greetings and Identification 114 4.2 Asking about Appointments 118 4.3 Office Hospitality 126 4.4 Small Talk 129 4.5 Getting Directions around the Office 140 4.6 Review Activities 143 References 145 Instructional Management Plan for Unit 5 147 Unit 5 Arranging Appointments 149 5.1 Making Appointments 150 5.2 Setting the Date and Time 166 5.3 Review Activity 172 References 174
(5) Page Instructional Management Plan for Unit 6 175 Unit 6 Making Reservations 177 6.1 Transport 180 6.1.1 Reserving an Airline Ticket 180 6.1.2 Car Hire 188 6.2 Accommodation 193 6.2.1 Booking a Room or Suite 193 6.2.2 Hotel Facilities 201 6.3 Booking a Table at a Restaurant 205 6.4 Review Activities 209 References 212 Instructional Management Plan for Unit 7 213 Unit 7 Meetings Documents and Equipment 215 7.1 Preparing for the Meeting 217 7.2 Arranging the Documents 220 7.3 Meeting Equipment 245 7.4 Review Activity 247 References 249 Instructional Management Plan for Unit 8 251 Unit 8 Business Letters and Envelopes 253 8.1 Business Letters 255 8.2 Addressing Envelopes 273 8.3 Electronic Mail 277 8.4 Review Activities 281 References 283
( 6 ) Page Bibliography 285 Appendix 291 Answer Keys 293 Tape Scripts 335 Glossaries 367
(7) List of Figures Figure Page 1.1 Secretary’s Work 3 1.2 Secretary’s Qualification List 4 1.3 Conversation on an Advertisement 7 1.4 Job 1 8 1.5 Job 2 8 1.6 Chronological Resume 12 1.7 Functional Resume 13 1.8 Electronic Resume 15 1.9 Your Guide to Resume Writing 18 1.10 Personnel Wanted 19 1.11 Curriculum Vitae 1 21 1.12 Model of Application Letter 23 1.13 Application Letter 26 1.14 Example Form No. 1-3 28 1.15 Ten Steps to a Successful Interview 30 1.16 Curriculum Vitae 33 1.17 Mary Bailey’s C.V. 34 1.18 Yahoo.com 35 1.19 Google.com 35 1.20 Nationmultimedia.com 36 1.21 Bangkokpostjobs.com 36 1.22 Administrative Assistant/Secretary 37
(8) Figure Page 2.1 Sheila’s First Day 49 2.2 Compact Systems - Company Structures 53 2.3 Office Staff 55 2.4 Company Structure 56 2.5 Office Items 58 2.6 Office Furniture 1 59 2.7 Office Furniture 2 60 2.8 Filing Equipment 61 2.9 Computers 62 2.10 Digital Audio Player 63 2.11 Remote Dictation System 63 2.12 Facsimile Machine 64 2.13 Photocopier 64 2.14 Quantities 67 2.15 Filing 68 2.16 Boss Advises a Newcomer 69 2.17 Index Group Organizational Chart 72 3.1 Secretary’s Work 79 4.1 Secretary’s Work 113 4.2 Directions 141 4.3 Plan 142 5.1 Helen’s Conversation 168 5.2 Schedule 169 5.3 Time 170 6.1 Making a Reservation 177
(9) Figure Page 6.2 The Business Trip 179 6.3 Flight Booking Form 182 6.4 Thai Airways International 186 6.5 United Arab Emirates Airline Options 1-2 187 6.6 Fleet Display 192 6.7 Hotel Receptionist’s Computer Screen 195 6.8 Example of a Memo 203 6.9 International San Macro Restaurant Booking Form 208 7.1 Why Not Have a Meeting! 215 7.2 A Meeting 216 7.3 Memos 224 7.4 An Agenda Template 229 7.5 A Meeting Agenda 230 7.6 Creating an Effective Agenda 235 7.7 Minutes Form 240 7.8 Meeting Equipment 245 7.9 Meeting Equipment 246 8.1 Jennifer’s Letter 254 8.2 Susan’s Letter 254 8.3 Letter Form 255 8.4 Block Format 262 8.5 Modified Block Format 264 8.6 Letter 1 265 8.7 Letter 2 266
(10) Figure Page 8.8 Essential Parts 273 8.9 Optional Parts 274 8.10 Business E-mail Netiquette 279
(11) List of Table Table Page 1.1 Secretary’s Qualification 6 1.2 Secretarial Qualifications 9 1.3 Essential or non-Essential Qualifications 10 2.1 Equipment Functions 65 2.2 Office Equipments 66 3.1 Phone Alphabets 100 5.1 Calendar 167 6.1 Booking a Service 178 6.2 Hotel Reservation 204 7.1 Action Words in Agenda 231 7.2 Poor and Better Words in Action Agenda 231 8.1 The Closing or Complimentary Close 259
Unit 1 Secretarial Vacancies There are many vacant positions for secretarial jobs in the ‘Classified Advertisement’ section of your local newspapers. There are different types of secretaries such as executive secretaries, junior secretaries and medical secretaries depending on the type of work that they do, such as working for companies, a managing director, or in the area of medicine. This unit will discuss job advertisements, applications and interviews for the secretary who is looking for a job. Get Started Look at the pictures below and discuss with your partner what the secretary does and with whom she or he communicates. Figure 1.1 Secretary’s Work Source: Office Work (Online), 2004 1 2 3 5 6 7 8 4
2 1.1Job Advertisements When you want to get a job or change your present job, the first step in most cases is looking at the job advertisements in the employment section of major newspapers. Study the vocabulary words about the characteristics of secretaries and secretarial job by doing the exercise below. Exercise 1 – Positive Qualities of a Secretary The adjectives in Box A describe the positive (good) qualities of a secretary and of a secretarial job. Decide which adjectives describe a person and which describe a job and write them onthe solid lines in thetable below. satisfying reliable challenging well-paid calm varied sensible enthusiastic interesting enjoyable well-organized polite trustworthy Qualities Person Job ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ Figure 1.2 Secretary’s Qualification List Source: Pohl, 2002, p. 26 A
3 Exercise 2– Negative Qualities The adjectives in Box B describe negative (bad) qualities and are the opposites of the words in Box A. Match them with their opposites in the list below. deceitful lazy badly-paid unreliable unpleasant boring frustrating excitable silly monotonous uninterested chaotic dead-end rude B Qualities Person positive negative ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ Job positive negative ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________ ______________________ ___________________
4 Listening Exercise 3– Qualifications in the Newspaper Listen to the tape about Sheila and Julie discussing the qualifications for a secretarial job advertised in the newspaper. Then list five characteristics of a good personal assistant. Table 1.1 Secretary’s Qualifications Qualifications 1. … Have good knowledge of filing systems. …... 2. ……………………………………………………………………………… 3. ……………………………………………………………………………… 4. ……………………………………………………………………………… 5. ……………………………………………………………………………… Exercise 4– Secretary’s Qualifications Listen to the tape again. Then fill in the blanks with the missing words to completethe conversation below. Sheila: Hey! Look at this. Here’s …………1…………….. for a Personal Assistant. Julie: Here’s another one- Inventor Plus. Have you heard of them? Sheila: No, but I have heard of …………2…………. They’re supposed to be very good to work for, and ………3……… and computer companies are exactly my line of work. Julie: Are you going to ……4…… for it? Sheila: I think. I will. Look at this, it says, ‘Must provide two references and a statement of what makes ………5……………... Julie: What do you think, what does it mean?
5 Sheila: I don’t know. Perhaps it means like …………6……………... Can you think of any more? Julie: No, I think, those are the most important points. Sheila: Can you think of anything else? Julie: Well, you could say something about ………7……. A good Personal Assistant must ensure that she does so in warm, friendly and courteous manner. Sheila: I agree, you mustn’t create a bad impression. Julie: Well, that’s two things. What else? Sheila: I know! A good PA must also distribute their work fairly to ………8……….. Julie: And what about ……………9…………….? Sheila: Yes, of course. You have a good telephone manner. Julie: And their personality. In my previous workplace we had to wear a business suit. Sheila: OK, that’s the fifth one: a good PA must …………10………. Speaking Exercise 5– Role Play Practice the conversation above four times with your partner. Change roles each time. Figure 1.3 Conversation on an Advertisement Source: Brieger & Cornish, 1989, p.2
6 Reading Exercise 6– Job Requirements Read the two job advertisements. Note the qualifications that are needed. Complete the job requirement chart by marking (X) if the qualification is needed or not. Cinnamon Personal Assistant/Secretary required to assist departmental managers in our Bangkok office. Applicants must have experience of working in a computer company and not less than three years. Typing and shorthand preferred. Age: 25+. Salary: 15,000 baht per month. The job does not involve any travel. Candidates must provide a C.V., the names of two references, and a letter of recommendation. Send application or C.V. to: Cinnamon, P.O. Box No. 256 Prasarn Post Office Bangkok 10114 Thailand Figure 1.4 Job 1 R&D Public Co., Ltd. Personal Assistant/Secretary to the Managing Director We are looking for a qualified person with at least 5 years’ experience of working in a business environment, but not necessarily in the computer industry, to take up a post as Personal Assistant to the Managing Director. Applicants must have typing and shorthand skills, with pleasing personality and be willing to travel. Maximum age: 28. Send full c.v. and the name of previous employer to: R&D Public Co, Ltd. 5/1367 Moo 7, T. Lakhok, A. Muang, Pathumthani 12000 Figure 1.5 Job 2
7 Language Focus These are some of the language structures you have just read and heard. Notice some of the ways we can express ‘essential and not essential’. Examples • Applicants musthave experience of working in a computercompany. • A good PA has to have knowledge of the division of labor. • You don’t have to be willing to travel. • Youhaven’t got tohave five years’ work experience. (informal) Requirements Job 1 Job 2 Essential Not Essential Essential Not Essential 1. Have experience of working in a computer company 2. Have typing and shorthand skills 3. Have a minimum of five years’ work experience 4. Havetwo references 5. Be willing to travel 6. Send a full C.V. 7. Be under 28years old Essential Must Have to/has to Need to Not essential Needn’t/don’t Don’t have to Haven’t got to Table: 1.2 Secretarial Qualifications
8 Exercise 7 – Essential or non-Essential Qualifications Now look at the requirements for candidates wishing to apply for Personnel Assistant jobs at the two companies below. Use the table to write sentences about their requirements. The first one has been done for you. Job 1 Job 2 Requirements Essential Not Essential Essential Not Essential 1. Be able to work at weekends X X 2. Be prepared to travel overseas X X 3. Know how to use a computer X X 4. Be over 30years old X X 5. Speak German X X Job 1 1. Candidates must be able to work at weekends. 2. Candidates don’t _______________________________________________. 3. Candidates have _______________________________________________. 4. Candidates ____________________________________________________. 5. Candidates _______________________________ got _________________. Job 2 1. Candidates ___________________need to__________________________. 2. Candidates have________________________________________________. 3. Candidates must ________________________________________________. 4. Candidates _______________ to ____________________________________. 5. Candidates ____________________________________ speak German. Table: 1.3 Exercise for Essential or non-Essential Qualifications
9 1.2 Resumes or Curriculum Vitae (C.V.) A resume is a selling tool that outlines the job seeker’s skills and experiences. In the world of employment a strong resume, also known as a curriculum vita (C.V.), generally contains information about qualifications, skills and experience The most effective resumes are clearly focused on a specific job title and address the employer's stated requirements for the position. Almost every resume should include the following headings or sections: objective, education, work experience, personal information and a references section. There are several different resume formats which you can choose from depending on your job history and target position, for example the chronological resume, the functional resume, and the electronic resume. 1.2.1 Chronological Resume The chronological resume is organized by job titles with the most recent position listed first. Employers tend to prefer the chronological resume because the format lists prior positions beginning with the most current. Employers perceive this resume style as fact-based and easily skimmed. For job seekers with solid experience and a logical job history, the chronological resume is the most effective. People who have changed careers and those who do not have formal on-the-job experience (like new graduates) find this resume the most difficult to write. Electronic resumes are used when applying online through the internet.
10 Celeste Montoya 152 Sweetbriar Road, Taos, New Mexico Telephone: 1-222-333-444 Home Email: [email protected] Objective: Experience: 07/2002-present 05/2001-05/2002 09/1998-04/2001 Education: 05/ 1998 Affiliations: References: As someone with experience in customer service and data processing it is my objective to obtain a secretarial position in a top multi-national company. Baylor Medical Supplies, Dallas, Texas Office secretary Typing documents at 80 wpm Filing of records, receipts and other documents Answering of telephone calls Scheduling appointments for four executives Processing of mail, memos and other related documents Texas Computers, Austin, Texas Assistant secretary Worked under the direction of supervising secretary in providing customer service, client assistance, daily documentation, and business correspondence. Taos General Hospital, Taos, New Mexico Receptionist Greeted patients and family, assisted patients with completing paperwork, explained admittance documents, obtained signatures. University of Texas - College of Business Studies, Austin, Texas Bachelors Degree - Bachelor of Secretarial Studies GPA - 3.8 Deans list every semester - Certification obtained. National Association of Professional Secretaries Available upon request. Figure 1.6 Chronological Resume Source: Resume Formats (Online),2006.
11 1.2.2 Functional Resume The functional resume rearranges employment history into sections that highlight areas of skill and accomplishment. Some employers dislike functional resumes if they find it difficult to match up skills with actual job titles, level of responsibility and dates of experience. Barbara Deeson 1205 Holly Lane, Milwaukee, Wisconsin 20202 1-555-555-1212 Secretary * Customer Service * Receptionist Summary of Qualifications 5+ years experience in answering and directing calls on a multi-line switchboard Strong communication and public relations skills Able to coordinate multiple projects and meet deadlines Special Skills Microsoft Office: Word, Excel, PowerPoint Familiar with legal terminology Experience handling confidential data Relevant Skills Receptionist Answering a high volume of calls in a fast paced environment. Scheduled appointments for four attorneys Mail Processing Multi-tasking Secretary/Office Administrator Data entry with 10 key by touch Keyboarding and typing at 75 wpm Knowledge of record and file maintenance Excellent organizational and planning skills Experience composing cover letters and client contracts Customer Service Excellent problem solver; resolved situations adeptly and professionally Handled customer inquiries and complaints in a professional manner Adept at handling confrontational situations Education Graduate of Sunny Hills Community College - Relevant courses included: Typing and keyboarding, Microsoft Office, Customer Service Relevant Experience Legal Secretary Receptionist Customer Service Harrison & Harrison; Attorneys at Law McSwain, Lowry & Jacobs; Attorneys at Law Bob's Big Bins Milwaukee, WS Milwaukee, WS Milwaukee, WS References and Further Data Available Upon Request Figure 1.7Functional Resume Source: Sample-Resumes (Online),2006
12 1.2.3 Electronic Resume The electronic resume is for responding to internet job postings or to large employers with automated applicant tracking systems. Study these resume formats below. CURRICULUM VITAE/RESUME FORM 1 Name Mr. Mrs. Ms. Miss 2 E-mail Address 3 Postal Address 4 City 5 Post Code 6 Date of Birth 7 Nationality 8 Education - Name of School (Secondary) (yrs 7-12) 09 Address of School (Secondary) 10 Subjects and Results - Education - (Secondary) 11 Education - Name of University or Education Centre (Tertiary) 12 Address of University or Education Centre 13 University courses completed - list subjects
13 14 University course to be started 15 Possible future aims and further education? 16 Work Experience: 17 Volunteer Activities: 18 Holiday and travel experiences: 19 Other interests (sport, recreation) and achievements: Submit Press to submit C.V.. Reset Press to reset Form to blank status. Figure 1.8 Electronic Resume Source: Resume Form (Online), 2003
14 Reading Exercise 1 – Your Guide to Resume Writing Read the passage “Your Guide to Resume Writing” below, and thenanswer the questions that follow. Your Guide to Resume Writing What is a resume or C.V.? Resumes or C.V.’s are what people use to get jobs, right? Wrong! A resume/C.V. is a one or two page summary of your education, skills, accomplishments, and experience. The purpose of your resume is to get your foot in the door. A resume does its job successfully if it helps you to be invited to a job interview. To prepare a successful resume, you need to know how to review, summarize, and present your experiences and achievements on one page. If you do not have much work experience, you don't need two pages. Outline your achievements briefly and concisely. Your resume is your ticket to an interview where you can sell yourself! How to Prepare an Effective Resume 1. The Content of Your Resume Personal Information Name, address, telephone, e-mail address, web site address All your contact information should go at the top of your resume. • Don’t use nicknames. • Use a permanent address. Use your parents' address, a friend's address, or the address you plan to use after graduation. • Use a permanent telephone number and include the area code. • Add your e-mail address. Many employers will find it useful. (Note: Choose an email address that looks professional.) • Include your web site address only if the web page reflects your professional ambitions. Objective An objective tells potential employers the sort of work you're looking for. • Be specific about the job you want. For example: To obtain an entry-level position within a financial institution requiring strong analytical and organizational skills. • Match your objective to each employer you target/every job you seek.
15 Don't be afraid to state a bold objective. After looking at your name, the objective is often the next thing employers read. Here are two examples: Weak Objective: It is my goal to obtain a sales management job. Powerful Objective: As someone with an extensive background in pharmaceutical sales, my objective is to obtain a sales management position which would allow me to share my sales experiences and train the next generation of top pharmaceutical salesmen. The good example is certainly much more extensive than the weak example. Please note that the objective is to be ideally stated in one sentence. In short, try to catch the employer’s attention in one sentence in the objective section. If you need an additional sentence, then feel free to use one; but remember, you are trying to grab an employer’s attention with a short, directly written message. Education New graduates without a lot of work experience should list their educational information first. If you have experience you can list your education after the work experience section. • Your most recent educational information (university) is listed first. • Include your degree (B.S., B.A., etc.), major, institution attended, date of graduation and minor/concentration. • Add your grade point average (GPA) if it is higher than 3.0. • Include academic honors. Work Experience Briefly give the employer an overview of work that has taught you skills. Use action words to describe your job duties. Include your work experience in reverse chronological order— that is, put your last job first and work backward to your first, relevant job. Include: • Title of position • Name of organization • Location of work (address, city, country) • Dates of employment (start and finish) • Describe your work responsibilities with emphasis on specific skills and achievements. Other information Other information that you may want to add to your resume: • Special skills such as computers and languages • Leadership experience in volunteer organizations • Participation in sports and other activities at school References References are people who can recommend you for a job. These are usually former employers or supervisors or colleagues. Do not use your friends or family as references. Ask people if they are willing to be reference before you give their names to a potential employer. You do not have to include your reference information on your resume. You may note at the bottom of your resume: "References available on request." Or you can list two or three people who can recommend you. Be sure to include their title or position, name of the company or institute where they work and their contact information such as telephone number or e-mail address.
16 2. Resume Checkup After you've written your resume it's time to have it reviewed and checked. You can also take the following steps to ensure quality: Content: • Run a spell check on your computer before anyone sees your resume. • Get a friend (an English major would do nicely) to do a grammar review. • Ask another friend to proofread. The more people who see your resume, the more likely that misspelled words and grammar mistakes will be seen and corrected. Design: Your C.V. should be clear and easy to read. These tips will make your resume easy to read or scan into an employer's data base. • Use white or off-white paper. • Use A4 size paper. • Print on one side of the paper. • Use a font size of 10 to 14 points. • Use clear and normal typefaces such as New Times Roman. • Choose one typeface and stick to it. • Avoid italics and underlined words. • Do not use horizontal or vertical lines, graphics, or shading. • Do not fold or staple your resume. • If you must mail your resume, put it in a large envelope. 1. What are the important sections of a resume/C.V.? a) ______________b) ______________ c) ____________ d) ___________ e) ___________ 2. What is included in the ‘Objective” section? ___________________________________________________________________________ 3. What should you put after your objective if you are a college student? ___________________________________________________________________________ 4. What should you put after your objective if you are working or have had a job? ___________________________________________________________________________ 5. What kind of information should be included in the Personal Information section? a) ______________ b) ______________ c) ____________ d) ___________ e) __________ 6. What is important to remember about the design of your C.V.? ___________________________________________________________________________ Figure 1.9 Your Guide to Resume Writing Source: Jobweb (Online),2006
17 Writing Exercise 2– Writing a C.V. Write a C.V. for the job advertisement below by using the guidelines on the next page. Figure 1.10 Personnel Wanted Source: Classified: Bangkok Post, 2005, p.2
18 CURRICULUM VITAE Name _____________ (1) Address _______________ (2) _________________________ Telephone Number _________________ (3) E-mail Address _______________ (4) PERSONAL DETAILS Optional, other personal information: Martial status ________ (5) Nationality _______ (6) Date of birth ______ (7) EDUCATION Studies, Degrees, Courses Include Dates (Most recent first) University __________________________________________________________ ____________________________________________________________________ ___________________________________________________________________(8) Secondary school ____________________________________________________ ___________________________________________________________________(9) WORK EXPERIENCE (Information about jobs, titles, dates) (Most recent first) Present job _________________________________________________________ ____________________________________________________________________ __________________________________________________________________(10) Past job ____________________________________________________________ __________________________________________________________________(11) ADDITIONAL INFORMATION Special skills ________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ Languages __________________________________________________________ __________________________________________________________________(12) REFERENCES Two people who can recommend you Include name, position, company, telephone number, e-mail address 1) _________________________________________________________________ ____________________________________________________________________ __________________________________________________________________(13) 2) _________________________________________________________________ ___________________________________________________________________(14)
19 Listening Exercise 3 – Hilary’s C.V. Listen to the following interview at Compact Systems. As you listen, complete the missing parts of Hilary’s C.V. CURRICULUM VITAE PERSONAL INFORMATION Name: ………………………………….. (1) Address: 63 Wenwell Gardens .................................................. (2) Date of birth: .................................................. (3) Marital status: ................................................. (4) EDUCATION ‘O’ LEVELS: ……………………………… (5) Mathematics Biology Geography PROFESSIONAL EXPERIENCE Company Position Length of service Reason for leaving 1 ………………………………………………………………………………… (6) 2 ………………………………………………………………………………… (7) Figure 1.11 Curriculum Vitae 1 Source: Brieger & Cornish, 1989, p.6
20 1.3 Applications When applying for a job, you need to send a letter of application. A letter of application introduces you to the person who is hiring for the job and highlights your qualifications and skills. 1. Letters of Application A letter of applicationshould include two parts: 1.1 Your objectiveand an introduction to your Curriculum Vitae (C.V.) or resume. 1.2 Information about your qualifications and expertise. 2. Guidelines for Writing a Letter of Application A letter of applicationcan be as follows. Introduction State how you learned of the post (saw it in the newspaper, or other), and specify clearly the positionyou are applying for. Personal Information Full name, age, marital status, main interests Education Schools, Institutes, Colleges, University Degrees and Courses Work Experience Identify post, company, period of time, responsibilities. Closing Finish your letter with a positivecomment and a request for an interview.
21 Model of Application Letter This is a model of letter of application. Figure 1.12 Model of Application Letter Source: Brieger & Cornish, 1989, p.6 INTRODUCTION CLOSING PERSONAL INFORMATION, EDUCATION, WORK EXPERIENCE February 23, 2005 Mr. KarlFigure 1.11 Mary Bailey’s C.V. February 23, 2005 Mr. Karl Templar Personnel Manager Arizona Dear Sir, I read your advertisement in THE DAILY NEWS of February 22nd for the position of secretary in your Sales Departme ADDITIONAL INFORMATION WORK EXPERIENCE EDUCATION HEADING CURRICULUM VITAE MAME : Hilary Smith ADDRESS : 158 Montreal Road TELEPHONE NUMBER : 246 8490 MARITAL STATUS : Single NATIONALITY : Canadian BIRTH DATE : August 28th ., 1980 1993 : Italian Institute 1991-1992 : Interior Design School Graduate 1990 : Saint Rose School Graduate 1996 : Designer at Andre & Annette Inc. 1995 : Designer Julie’s Department Store February 23, 2005 Mr. Karl Templar Personnel Manager Smith & Jones Co. Ltd. Dear Sir, I read your advertisement in THE DAILY NEWS of February 22nd for the position of secretary in your Sales Department and I am interested in applying for the post. I am twenty-three years old and single . I am good at languages. I speak Italian, Spanish and a little German. I also enjoy sports. After I left school , I studied for two years at International Academy for Secretaries and obta ined my diploma . Four years ago , I got my first job at Watson Company where I gained experience in office work and attending to customers. I enjoy my work, but I do not use foreign languages and feel that the possibilities of making progress in my career arelimited. I believe that the line of business in your company offersopportunities that better match my training and expectations. I hope you will consider me for an interview. Best regards, Porntip Marksuk Porntip Marksuk
22 Language Focus Expressions that are frequently used in letters of application are: Opening Sentences - I saw your advertisement in….. - I have read your advertisement in the Star… - I am interested in the vacancy you are advertising in… - Please consider my application for… Personal Information - I am… - I speak… - I enjoy… Education - I graduated from… - I studied at… - I studied… (what subject) - I majored in… Work Experience - I am working at… - I have also worked at… - In… (what year)… I worked for… Closing Sentences - I look forward to an interview. - I hope you will grant me an interview. - I would like to schedule an appointment at your earliest convenience. - Hoping to hear from you soon.
23 Writing Exercise 1 –Letter of Application Sheila has decided to write a letter of application to apply for a job as Personal Assistant/ Secretary. Try to arrange the sections below tocomplete the letter on the next page. (f) 63 Wenwell Gardens Southtown SO9 7PX (b) R & D Public Co, Ltd. 60 Chiswick Avenue Southtown SO3 6QZ (h) 15 November 2004 (d) Dear Sir/Madam (i) I am writing in response to your advertisement for a Personal Assistant/Secretary to the Managing Director. (g) I am enclosing a copy of my curriculum vitae, which gives details of my qualifications and experience. As you will see I have 7 years’ experience of working in a business environment and have an RSA 2 in Typing and Shorthand. Although I did not have to travel in my previous job, I would be very willing to do so. (a) Best regards (e) Sheila Bryan (c) Sheila Bryan (j) I will be available for interview at any time, and look forward to hearing from you.
24 Figure 1.13 ApplicationLetter The addressee The date The greeting (when the address’s name is not known) The farewell The signature The name of the person writing the letter The sender’s address The first paragraph says why you are writing. The second paragraph gives further details. The final paragraph includes a polite and positive ending. _________________ _________________ _________________ ____________________ ____________________ ____________________ ____________________ ___________________ ____________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ __________________ ___________________ ___________________
25 Exercise 2 – Discussion Read the three letters below. Analyze them, then choose the best one and explain why it is the best. Choose the letter you consider the least well-written and explain why it is the worst Dear Mrs. Simms, I’m writing about the ad in The Sunday newspaper. I graduated from Benson’s College last year and I am sure I am qualified for the job you are offering. I expect to earn $ 80,000, plus extra bonuses and other fringe benefits. My proficiency in foreign languages (Portuguese, Japanese and Russian) is excellent. Next week would be fine for an interview, provided it is after 5:00 p.m. I am available at 880 2349. Truly yours, Michael Lane Michael Lane December 17th, 2004 Miss Loretta Miller, This morning Professor John Hustin, Dean of Washington State University, told me you needed a reliable receptionist for the information desk at the Student Affair Office. Will you please consider my application for the position? I want to have this job in order to save money for my mother’s surgery. I appreciate the attention to this letter, and I hope to hear you in the near future. Margaret Donaldson Margaret Donaldson
26 1. The best letter is …………………………………………………………. 2. The reasons are …………………………………………………….............. ……………………………………………………………………………… ……………………………………………………………………………… 3. The least well-written is………………………………………………….. 4. The reasons are …………………………………………………….............. ……………………………………………………………………………… .……………………………………………………………………………… February 27th, 2004 Mr. Robert Rademacher Salt Lake City Dear Sir, In reply to your ad in the Bangkok Post, January 21st, I am interested in the clerk position to the Credit Department you are offering. In the enclosed C.V. you will see that I have experience in that area. I am also accustomed to working with computers and doing office work general. References will be available on request. I would really appreciate your considering my application. Looking forward to an interview. Very truly yours, Andrew McKormick Andrew McKormick Figure 1.14 Example Letter No. 1-3 Source: Millan & Toselli, 1997, pp. 120 -121
27 1.4 Interviews The job interview is often the most stressful part of the job search for many people, but it doesn't have to be. Job Interviews are an opportunity for you to show that you are an enthusiastic person who is able to do a job well. You can use this opportunity by being prepared, presenting yourself in a professional mannerand describing your qualifications well. Look at this list of job interview questions that recent university graduates are usually asked. When you go to a job interview you should be prepared for these questions and have an outline or script ready, but don't worry about remembering your answers word-for-word. Job Interview Questions for New Grads 1. How would you describe yourself? 2. What do you see yourself doing in five years? 3. Why did you choose your university --and are you happy with the choice? 4. Why did you choose this career? 5. What do you consider to be your greatest strengths and weaknesses? 6. How has your college experience prepared you for your career? 7. Why should wehire you? 8. What qualifications do you have that will make you a good secretary? 9. What are two or three accomplishments that have given you the most satisfaction --and why? 10. What was your favorite subject --and why? 11. Do you have plans to continue your education? 12. What skills have you acquired from your internships and part-time jobs? 13. What’s your GPA? Are you happy with it? 14. What can you tell us about our company? 15. Are you willing to relocateor travel for the job? 16. How well do you work with people? Do you prefer working alone or in teams? 17. How well do you adapt tonew situations?
28 18. What’s the most recent book you’ve read that’s not been a class assignment? 19. What kinds of things did you do outside of classes and work while in college and what skills did you learn from these activities? 20. How doyou think college changed you as a person? Reading Exercise 1– 10 Steps to a Successful Interview Read the steps toa successful interview below and then complete the true/false quiz that follows. Ten Steps to a Successful Interview • Arrive on time. • Introduce yourself in a courteous manner. • Read company materials while you wait. • Have a firm handshake. • Listen. • Use body language to show interest. (Sit up straight and make eye contact.) • Smile, nod, give nonverbal feedback to the interviewer. • Ask about the position and the next step in the selection process. • Thank the interviewer. • Write a thank-you letter to the interviewer. Figure 1.15 Ten Steps to a Successful Interview Source: Jobweb.com (Online), 2006 1. If the interview is scheduled at 10 o’clock it is OK to arrive at 10:30. T F 2. You should learn something about the company before the interview. T F 3. Your body language is an important part of the interview. T F 4. You shouldn’t ask any questions during the interview. T F 5. It is important to thank the interviewer. T F 6. After the interview you should just wait for the company to contact you. T F
29 Language Focus Below is a list of the Wh- question words which you have used in the interview. Notice how they are used to ask for different types of information. Here are some examples of the use of these Wh- question words from the interview: Who did you work for before? What secretarial qualifications did you get while you were at college? When did you start there? Where did you work before? Why did you leave that job? How long did you work at Ideal Systems? How much experience do you have of working in computer companies? Where are you working now? What skills do you have? When can you start work? Why do you want to work for this company? Where do you live now? Question word Information requested Who? people What? thing When? time Where? place Why? reason How long? length of time How? manner How much/many? quantity and amount
30 Writing Exercise 2 – Writing Questions Below is a list of answers to various questions. Write a question which focuses on the underlined information in each answer. The first one has been done for you. 1. Q: When did you start working for Compass? A: I started working there three years ago. 2. Q: _________________________________________________________ A: I got my secretarial qualifications in 1962. 3. Q: _________________________________________________________ A: I left my last job because I wanted to move to Bangkok. 4. Q: _________________________________________________________ A: I traveled to work by bus. 5. Q: _________________________________________________________ A: I worked for the Managing Director, George Tebbit. 6. Q: _________________________________________________________ A: I lived there for three years. 7. Q: _________________________________________________________ A: The meeting lasted for three hours. 8. Q: _________________________________________________________ A: I studied typing and shorthand writing. 9. Q: _________________________________________________________ A: I usually typed about ten letters a day. 10. Q: _________________________________________________________ A: I worked at EXPO.
31 Speaking Exercise 3 – Interview Practice Student A: Interview your partner in order to complete the C.V. below. Work with your partner to prepare the questions below before you begin. CURRICULUM VITAE Name ______ (1) _______ Address ____ (2) __________ Telephone Number + 16022526416 E-mail address: [email protected] PERSONAL DETAILS Date of Birth 22 June 1973 Place of Birth Los Angeles, California Nationality _______ (3) ________ WORK EXPERIENCE Date ________ _______ (4) _______ Position ______ (5) _______ Name of company Date ________ _______ (6) ________ Position _______(7) ________ Name of company EDUCATION Date _______ _______ (8) ___________ University 1986 - 1991 High School Graduate Ashton Secondary School Ashton, California SPECIAL SKILLS Computer Skills ______ (9) _______ Language Skills ______ (10) _______ Figure 1.16 Curriculum Vitae
32 Interview Questions 1. ___________________________________________________________________________ 2. ___________________________________________________________________________ 3. ___________________________________________________________________________ 4.___________________________________________________________________________ 5. ___________________________________________________________________________ 6. ___________________________________________________________________________ 7. ___________________________________________________________________________ 8. ___________________________________________________________________________ 9. ___________________________________________________________________________ 10. _________________________________________________________________________ Student B: Below is a C.V. giving a brief outline of your education and career. Your partner is going to ask you questions. Answer the questions using the information from the C.V. CURRICULUM VITAE Mary Bailey Belle Avenue, Sacramento, California Telephone Number + 16022526416 E-mail address: [email protected] PERSONAL DETAILS Date of Birth 22 June 1973 Place of Birth Los Angeles, California WORK EXPERIENCE 2000 - present Personal Assistant Webster Publications Sacramento, California 1996 - 2000 Secretary Patco Co. Inc. Los Angeles, California EDUCATION 1991 - 1995 Bachelor of Science in Secretary Ashton College, Ashton, California 1986 - 1991 High School Graduate Ashton Secondary School Ashton, California SPECIAL SKILLS Computer Skills Computer literate Language Skills English, Chinese, French, Spanish and Japanese REFERENCES (AVAILABLE UPON REQUEST) Figure 1.17 Mary Bailey’s C.V. Source: Source: Millan & Toselli, 1997, p. 122
33 1.5 Review Activities Make a group of 4 - 5 students to do a presentation. Search for information from websites related to these topics: finding jobs, letters of application, writing a C.V., and preparing for job interviews. The possible websites are google.com, altavista.com, yahoo.com, nationejobs.com, bangkokpostjobs.com., etc. Then, summarize the interesting information for doing a report presentation. Figure1.18 Yahoo.com Source: Yahoo Search (Online), 2005 Figure1.19 Google.com Source: Google search (Online), 2005
34 Figure1.21 Bangkokpostjobs.Com Source: Job Seeker (Online), 2005 Figure1.20 Nationmultimedia.com Source: E-job Search (Online), 2005
35 Conclusion In this unit, three main points were presented; letters of application, resumes or curriculum vitae (C.V.’s) and job interviews. Learners have practiced language skills, listening, speaking, reading and writing. They have listened to the conversations to get the details about good qualifications of secretary. For skill of reading, they have read the job adverts to transfer the information into the table of secretarial qualifications. They have also practiced writing the letters of application and a resume or C.V. before giving more details in a job interview to improve their speaking skills. In addition to this, they have analyzed the good or bad letters of application for critical thinking skills. For a wrap-up activity, the learners prepared a presentation and a report by searching for more information about the topics in this unit from other sources such as the websites, books, etc. Follow-up Activities Look at the following ad and answer the questions below. Figure 1.22 Administrative Assistant/Secretary Source: Personnel Wanted, 2005, p. C2
36 1. In your opinion, what skills and qualifications should asecretary have? 2. What personal qualities are necessary to provide secretarial support to the Regional Representative and Senior Staff? 3. What characteristics should the secretary have to work under pressure in a multi-cultural environment?
37 References Application Form. (2004). [Online]. Available HTTP: http://www.devcoprize. africamuseum.be/en/cv-form.htm [2006, March 17]. Brieger, N.,& Cornish, A.(1989). Secretarial Contacts. New York: Prentice Hall. Classified. (August 23, 2005). Personnel wanted: Bermark Design Secretary. Bangkok Post, p. C2. Chronological Resume. (2006). [Online]. Available HTTP: http://www.top-careerresumes.com/free-resume-formats.html [2006, March 17]. E- Job Search. (2005). [Online]. Available HTTP: http://www.nationmultimedia.com. [2005, March 26]. Functional Resume.(2006). [Online]. Available HTTP: http://www.top-career- resumes. com/free-sample-resumes.html.. [2006, March 17]. Google Search. (2005). [Online]. Available HTTP: http://www.google.co.uk. [2005, April 11]. Hollett, V. & Duckworth, M. (1998). Business Opportunities. New York: Cambridge University. Hopkins, A. & Jocelyn, P. (1997).Work in Progress. London: Longman. Job Seeker. (2005). [Online]. Available HTTP: http://www.bangkokpostjobs.com. [2005, April 11]. Jones, L. & Alexander, R. (1992). International Business English. New York: Cambridge University. Jobweb. (2006). [Online]. Available HTTP: http://www.jobweb.com/resources/ library/Interviews/10_Steps_to_a_02_01.htm [2005, April 11]. Millan, A. M., & Toselli, M. (1997). On the Job. Singapore: McGraw-Hill. Norman, S. (1993). We Mean Business. Essex: Longman. Office Work. (2004). [Online]. Available HTTP: http://www.office-work.com/officework/ home/list.html [2005, March 21]. Personnel Wanted. (2005, August 20). Administrative Assistant/Secretary. Bangkok Post, p.C2.