38 Pohl, A. (2002). Professional English Secretarial.London: Pearson Education. Resume Formats. (2003). [Online]. Available HTTP:http://www.volunteering.org.au/ resumeg.html [2006, March 17]. Sample-Resumes. (2006). [Online]. Available HTTP: http://www.vault.com/nr/main _article_detail.jsp? article_id=21351292&cat_id=0&ht_type=8 [2006, March 16]. Taylor, L. (1998). International Express. Hong Kong: Oxford University. Yahoo. (2005). [Online]. Available HTTP: http://www.yahoo.com. [2005, April 11]. Yates, J.C. (1992). May I Help You?. UK: Prentice Hall International. Your Guide to Resume Writing. (2006). [Online]. Available HTTP: http://www. Jobweb. .com/Resumes_Interviews/resume_guide/how_to.htm [2006, March17].
Unit 2 Starting Work When starting work for the first time or in a new company, a secretary will meet many people, both the staff he or she will work with and the managers, executives and supervisors who he or she will be working under. So, it is important to be able to introduce oneself and other people, greet co-workers and colleagues and identify who is who in the company. Also, the new secretary should become familiar with the company structure and the equipment that is used in the modern office. Get started Match the company structure vocabulary words on the left to the meaning on the right. ……..1 Accounts Dept. a. (n)a member of the board of directors ……..2 board of directors b. (n)a table or plan showing a company’s structure graphically ……..3 chairman c. (n) department responsible for physical creation of product ……..4 director d. (n) the place where visitors and clients report on arrival at a company ……..5 chief executive officer e. (n) person managing the affairs of a corporation ……..6 headquarters f. (n) senior director after the chairman responsible for day-to-day direction ……..7 manager g. (n) person responsible for day-to-day running of a dept.; executive officer ……..8 managing director h. (n) department responsible for administering a company’s financial affairs
40 …….9 Marketing Dept. i. (n) person who heads a Board of Directors; head of a company; chairperson …… 10 organisation chart j. (n) department responsible for recruitment and welfare of staff or employees …….11 Personnel Dept. k. (n) department responsible for finding customers and making sales …… 12 president l. (n) the highest executive officer of a company; head of a company …… 13 Production Dept. m. (n) department that puts goods on market, inc. packaging, advertising etc …….14 Purchasing Dept. n. (n) group of people chosen to establish policy for and control a company …… 15 R & D Department o. (n) department responsible for Research and Development of (new) products …… 16 reception p. (n) department responsible for finding and buying everything for a company …… 17 Sales Department q. (n)a company’s principal or main office or centre of control …….18 Vice-president r. (n)any of several executive officers, each responsible for a separate division Source: Top Twenty Business Vocabulary (Online), 2006
41 2.1 Meeting Office Staff From the first day in the company, the new employee has to meet many new people and learn about the jobs that must be done. It is the time for the new secretary to meet her colleagues and introduce herself to some of the other staff. Listening Conversation 1 Manager: Good morning, everyone. I’d like to introduce a new member of our staff. First of all, I’d like to introduce you to our Office Manager. Secretary: Pleased to meet you, my name’s Linda Thomson. Office Manager: How do you do? I’m Christine Adams Conversation 2 Manager: I’m Paul Gerard. I’m Mr. Brown’s assistant. Secretary: How do you do, Mr. Gerard? Manager: How do you do? Conversation 3 Manager: Good morning. I’m Helen Lawrence. Secretary: Miss Lawrence. I’m Ann Gibson. Pleased to meet you. I’m Mr. Brown’s secretary. Manager: Pleased to meet you too, Miss Gibson.
42 Language Focus These are some of the language structures used in the conversation. Notice some of the ways that we introduce our friends and colleagues. 1. Introductions between speakers normally follow a number of steps: Person A Introduction: How do you do? Identification: My name is Susan Clark. Person B Reply to introduction: Pleased to meet you. Identification: I’m Susan Clark. Now here are some of the language structures you have just heard. (1) Introducing and identifying yourself Formal: How do you do? I’m Susan Clark. How do you do? My name’s Susan Clark. Informal: Hello, my name’s Susan Clark. (2) Replying to introductions and identifying yourself Formal: How do you do? I’m Susan Clark. How do you do? My name is Susan Clark. Pleased to meet you. My name is Susan Clark. Informal: Hello, my name is Susan Clark. Nice to meet you. I’m Susan Clark. (3) Introducing someone else Formal: I’d like to introduce you to Susan Clark. Can I introduce you to Susan Clark.? Let me introduce you two. Susan Clark, this is John Wood. Informal: Susan, this is my friend John Wood. John, this is Susan.
43 2. Greetings between speakers also normally follow a number of steps, as follows: Greeting Inquiry Reply to Inquiry Inquiry Good morning Hello How are you? Fine, thanks And you? Now here are some of the language structures you have just heard in the conversation. Greetings, inquiries and replies Formal: Good morning, Susan Clark. How are you today? Very well, thank you. And you? Informal: Hello, Susan. How are you doing? Fine, thanks. How about you? Listening Exercise 1– Sheila’s First Day Sheila has just started working at Compact Systems. The Personnel Manager introduces her to some of the other staff. As you listen, draw lines to link the name on the left with the position on the right. Then listen again and indicate in the left-hand column whether her greeting is formal (F) or informal (I). The first one has been done for you. ...F.. 1. Maria Rice a. Office Manager …… 2. Christine Adams b. Personal Assistant to Maria Rice …… 3. Sally Holiday c. Filing clerk …… 4. Helen Wright d. Marketing Manager …… 5. George Brown e. Secretary to Maria Rice …… 6. Karen Williams f. Secretary
44 Exercise 2– Meeting the Staff Listen to the tape again and fill in the missing information. Check your answers with a classmate by spelling the words outloud. Personnel Manager: Ah, good morning, Sheila. How are you? Sheila: Very well, thank you ……….1……….? Personnel Manager: Yes, I’m fine. First of all I think we should go round and meet some of the staff you’ll be working with. Let’s start with your boss, Maria Rice. I’m sure you’ll still remember her from your last interview. Now, ………2………..her for the first two months. Sheila: Yes, I see. Marketing Manager: Good Morning! Come in . Personnel Manager: Good morning, Maria. ………..3…………..Sheila, our new staff around the company, before she starts working with you. Marketing Manager: Good morning, Sheila. Nice to see you again. Sheila: Good morning, ………..4……….. Personnel Manager: Now, you’ll start working with Maria next week. George will take care of everything you need in the company. Marketing Manager: Fine. So ….5……… you next week, Sheila. Sheila: Yes, I’m looking forward to working with you, Mrs. Rice. Personnel Manager: Good. ……….6……. to the General Office. ……………………….
45 Personnel Manager: Good morning, everyone. Can I havea few moments of your time? I’d like to introduce our new staff. First of all, I’d like to introduce you to our Office Manager. You’ll be spending today and tomorrow with her. Sheila: Pleased to meet you, my name’s Sheila Crown Office Manager: How do you do? I’m Christine Adams Personnel Manager: Sheila. ……….7………. to Mr. Brown, this is Sheila. Sheila: How do you do? My name’s Crown. Sheila Crown. Personnel Manager: George Brown. Personnel Manager: George is Mrs. Rice’s Personal Assistant. He’ll be showing you how everything works before he leaves us at the end of the week and you take his place. Let’s move on, shall we? Sheila, this is Helen Wright. Secretary (Helen): Hello, Sheila ……….8………….? Sheila: Fine, thanks, Helen. Personnel Manager: You know each other, do you? Sheila: Yes, very well. Helen is one of my best friends. Personnel Manager: Anyway, as you probably know, Helen is one of the secretaries. And Miss Holiday….. Filing Clerk: Hello, my name’s Sally. Sheila: …….9………... Mine’s Sheila. Filing Clerk: I’m the filing clerk. Personnel Manager: Sheila, this is Karen Williams. Maria Rice has two secretaries working with her, and Karen is one of them. Filing Clerk: Nice to meet you. Personnel Manager: I think this is all for the moment. Now,.10……… at the office equipment. Christine, could you show to Sheila some of the equipment? Figure 2.1 Sheila’s First Day Source: Millan & Toselli, 1997, p.20
46 Speaking Exercise 3 – Greetings and Identification Complete these dialogues and practice speaking with your friends. 1. Greet your boss when you meet him in the evening. ‘_ _ _ _ _ _ _ _ _ _ , Mr. Simmons. How are you today?’ ‘Very well, thank you. _ _ _ _ _ _ _ _ _ _?’ 2. Introduce your boss to a customer. ‘_ _ _ _ _ _ _ _ _ _ to Mr. Hampshire.’ ‘Pleased to meet you. _ _ _ _ _ _ _ _ _ _ Askwith, Susan Askwith.’ 3. Introduce a friend to another friend. ‘Paul, _ _ _ _ _ _ _ _ _ _ _ Erica.’ ‘Erica, _ _ _ _ _ _ _ _ _ _.’ 4. Greet Peter, a friend, at party. ‘_ _ _ _ _ _ _ _ _ _ , Peter. _ _ _ _ _ _ _ _ _ _ _ ?’ ‘_ _ _ _ _ _ _ _ _ _ . _ _ _ _ _ _ _ _ _ _ _ _ ?’ 5. Introduce yourself to someone at a party. ‘_ _ _ _ _ _ _ _ _ _ , My name is Paula.’ ‘_ _ _ _ _ _ _ _ _ _ . I’m Gordon.’ 6. Introduce yourself to a new customer. ‘_ _ _ _ _ _ _ _ _ _ ? I’m Harriet Arnold.’ ‘_ _ _ _ _ _ _ _ _ _ . _ _ _ _ _ _ _ _ _ _ Brown, Michael _ _ _ _ _ _ _ _ _ _ .’ 7. Introduce your boss to a client. ‘Let _ _ _ _ _ _ _ _ _ _ _ . Mr. Bryce, _ _ _ _ _ _ _ _ _ _ _ _ Mr. Derry.’
47 2.2 People in the Company Personnel Manager usually explains who is who in the company, who is responsible for what in the company, and what everybody in the company does. Listening Conversation 1 Manager: We’ve got Sandra Jones, and her title is Personnel Director. Anson Hardy works for David Bride as his Personal Assistant. And then there are two secretaries in the department. OK? Secretary: Yes, fine. Conversation 2 Manager: Pena Landler works as my Personal Assistant. Helena Thayer and Karen Williams, the two secretaries in the department, report to Ramer Jabber. Is that clear? Secretary: Yes, it is.
48 Language Focus When you want to classify people in a company, you can do so according to: their responsibility their position in the hierarchy their job their location Here are some of the languagestructures you have just heard for each of thesefour areas. 1. Responsibility 1. Paul Cummins is responsible for the Finance Department. 2. Michael Stott looks after Production. 3. Paul Peterson is in charge of the Marketing Division. 4. Terry Davidson is the head of the Research and Development Unit. 2. Position in the hierarchy 1. Jane Hagreaves works for the Personnel Manager. 2. Helen Wright and Karen Williams will report toyou. 3. Emma Sharp works under Judith Walker. 4. Jane Williams works with Samantha Wolf. (at the same level) 3. Job specification 1. David Burton is the Managing Director. 2. Suchat Wijit works as a Personal Assistant. 4. Location 1. Anna Bartlett works inthe Personnel Department. 2. Fran Tovey and Dorothy White are inthe Finance Department.
49 Listening Exercise 1 – Who is Who Listen to the tape and complete the organizational flowchart below by filling in the missing job titles and names. Compact Systems - company structure Name: David Burton Title: Managing Director PA: Mary Wilkins Name: Michael Stott Title: __________ (1) Name: Maria Jones Title: ___________ (2) Name: ___________(3) Title: Marketing Manager Name: Paul Cummins Title: ________ (4)) PA: ________ (5) 2 secretaries PA: _______ (6) 2 secretaries PA: _____ (7) 2 secretaies PA: Judth Walker 3 secretaries Figure 2.2 Compact Systems - Company Structures Source: Brieger and Corner, 1989
50 Exercise 2 – Talking about Company Employees Listen to the conversation again and fill inthe missing words. Maria: I think I’d better take this opportunity to explain to you exactly who is who in the company. You‘ll need to know to whom you will go to if you need to contact a particular manager …….1…………..: David Burton is the Managing Director and his personal assistant is Mary Wilkins. The company …….2……. four departments: Production, Personnel, Marketing and Finance. OK? Sheila: Yes. Maria: Let’s deal with them one by one. Michael Stott looks after Production, and his title is Production Manager. Suchat Wijit …….3…... his personal assistant. Then, there are two secretaries. Is that clear? Sheila: Yes, it is. Maria: ………4………, we’ve got Maria Jones, and her title is Personnel Director. Jane Hargreaves works for Sheila Crown as her Personal Assistant. And then there are two secretaries in the department. OK? Sheila: Yes, fine. Maria: As you know, I’m the Marketing Manager and for the next two months you are going to work as my Personal Assistant. Helen Wright and Karen Williams, the two secretaries in the department, will report to you. Is that clear? Sheila: Yes. Maria: And finally ……….. Paul Cummins ……….5……….. the Finance Department. His PA is Judith Walker. And then there are three secretaries in the department. You’ve met one already, I think. So that’s a brief overview of the structure of the company. Do you have any questions?
51 Writing Exercise 3 – Writing about Company Structure Now refer to the company structure in the listening section (page 45) and complete the following sentences. The first one has been done for you. 1. Judith Walker works asa Personal Assistant. 2. Paul Cummins _________ the Finance ____________. 3. Jane Hargreaves _________ _______ the Personnel Director. 4. Two secretaries _________ ________ Suchat Wijit in the ________ __________. 5. Maria Rice ___________ to the Managing Director. 6. Michael Stott ___________ _________ ________ the Production Department. 7. Sheila Crown ____________ in the ___________ Department. 8. Paul Cummins looks __________ the __________ Department. Figure 2.3 Office Staff Source: Co. Calhoun (Online), 2006
52 Speaking Exercise 4 Taking about Company Structure Make a conversation from the company structure below using the structures found in the Language Focus section on page 44. Then practicespeaking with your friends. Figure 2.4 Company Structure Source: Our Company (Online), 2006 Use this to help you get started. Student A: Good morning. I need some more information about the company structure. Can you explain it to me? Student B: Sure. Jack Griffinis _1_____________________. He _2__________ Stephen Lacy. Mr. Lacy is _3_______________________________. Student A: I see. Whoelse _4___________________________________? Student B: Paul Karpowicz _5___________________________________, too. He is _6__________________________________________________. Student A: Who does Mr. Lacy _7____________________________________? Student B: _8_______________________________________________________. _________________________________________________________. And then we have __9__________________ and __10____________. And __1________________________________________________.
53 2.3 Office Equipment There are many types of tools and equipment that are used in the office. A secretary or personal assistant needs to be familiar with all of them. Language Focus Here are some of the language structures you have just read. 1. Notice how they are used to identify and describe the function of equipment. 2. Notice how to use ‘It is for ____- ing’and ‘It is used for ____-ing’. Thing can have more than one function. If we want to explain that something that has two functions, we say: Function 1 It is used for typing documents and Function 2 (it’s used for) displaying them on a screen. Source: Brieger & Cornish, 1989, pp. 14-16 Identifying equipment Describing its function This is a word processor. It displays text on a screen. This is a facsimile machine. It is for sending copies of documents, etc. This is anaudio recorder. It is used for recording messages that need to be transcribed and typed. ‘It is for _____-ing’ describes the function of equipment. e.g It is for sending copies. ‘It is used for _____-ing’also describes the function of equipment. e.g. It is used for recording letters onto tape. We also use the present simple tenseto describe the function of equipment. e.g. It displays text on the screen.
54 Exercise 1 – OfficeItems Write the number of each item next to the correct word or phrase. stapler ____ staples ____ hole punch ____ scissors ____ paper trimmer ____ foldback clips ____ paper clip ____ drawing pins ____ post-it notes ____ magazine file ____ diary ____ calculator ____ correction fluids/liquid papers ____ Figure: 2.5 Office Items Source: Google.com (Online), 2006
55 Exercise 2 – OfficeFurniture Look at the drawing below and on the opposite page and write the numbers 1 -24 next to the correct word or phrase. desk ____ wall planner ____ swivel chair ____ lamp ____ keyboard ____ fire extinguisher ____ notice board ____ mouse ____ drawer ____ plant ____ waste-paper basket ____ shredder ____ monitor ____ coat hook ____ bookcase ____ printer ____ telephone ____ blinds ____ in-tray ____ fan ____ clock ____ filing cabinet ____ scanner ____ personal computer ____ Figure: 2.6 Office Furniture 1 Source: Pohl, 2002. p. 2
56 Figure: 2.7 Office Furniture 2 Source: Pohl, 2002. p. 3
57 Exercise 3– Filing Equipment Write the number of each item next to the correct word. a. suspension folder ____ b. filing cabinet ____ c. box file ____ d. lever arch file ____ e. document wallet ____ f. expanding file ____ g. ring binder ____ h. plastic pocket ____ i. storage box ____ j. disk box ____ Figure 2.8 Filing Equipment Source: Google.com (Online),2006
58 Reading Exercise 4 – Office Equipment Manual Below are five sections from an office equipment manual. Each section identifies and describes an item of office equipment. Complete the chart at the end of the reading passages. 1. A Computer A computer is a very important facility in an office. It’s an electronic, digital device that stores and processes information. A computer is constructed from components that perform simple well-defined functions. They contain a program called a word processor that displays the text you are typing on the screen. Manufacturers often refer to it as a ‘screen typewriter’. Recently, word processors have become increasingly important, and many companies have used them to replace traditional typewriters. The advantages are clear: a typist can see the whole text on the screen so that the format can be easily and quickly changed and mistakes can be corrected before the document is to be printed. Figure 2.9 Computers Source: Computer (Online), 2005
59 2. A Digital Audio Player This is a very useful facility in an office. It is used for recording letters onto a digital file for transcription by a secretary. The advantage of this for the secretaries is that they don’t need to take dictation, but they can simply transcribe the recorded message when it is convenient. Figure 2.10 Digital Audio Player Source: Digital Audio Player (Online), 2006 3. A Remote Dictation System It has the same function as a normal desktop dictating machine, recording letters onto cassette tape, but it has the added advantage of being portable - it can be used on train, a plane, etc. Figure 2.11 Remote Dictation System Source: Brieger and Cornish, 1989, p. 14
60 4. A Facsimile Machine with Built-in Telephone (Fax) When using a fax machine the document, drawing or photograph that you want to send is electronically scanned and the signals that are generated are sent along a telephone line to produce an identical copy at the other installation, either within the country or abroad. It is much faster than sending documents by post. Figure 2.12Facsimile Machine Source: Facsimile Machine (Online), 2005 5. A Photocopier A photocopier is a device that makes paper copies of documents and other visual images quickly and cheaply. It was introduced by Xerox in the 1960s, and over the following 20years it gradually replaced copies made by carbon paper and other types of copying machines. Figure 2.13 Photocopier Source: Photocopier (Online), 2005
61 Complete the sentences to describe the functions and advantages of the office equipment described in the text above. Equipment Function Advantage(s) 1. Computer It is used to_________ information and ________ texts. (i) You can see the whole text. (ii) You can ______ the ______ and ________ ________ easily. 2. Digital Audio Player It is ______ for recording ________onto a ______ ______. (i) Secretaries don’t _______ to __________. 3. Remote Dictation Machine It is ______ for recording ________onto________. (i) It is ________________. You can ________ ____. 4. Facsimile machine It is ______ ___ _____ copies of documents, pictures, etc. (i) ____ ____ _______ ______ posting. 5. Photocopier It ___ _____ for __________ copies. (i) It ________ copies ________ and __________. Table 2.1 Equipment Functions
62 Exercise 5 – Office EquipmentFunctions Match the items of office equipment on the left and their function on the right by writing the appropriate number in the blanks below. Equipment Function 1) stapler 2) hole punch 3) ruler 4) correction fluid 5) paper clips 6) reinforcement rings 7) paper glue 8) rubber (UK)/eraser (US) 9) pencil sharpener [ ] stick one sheet of paper to another. [ 1 ] fix pieces of paper together. [ ] make holes in paper stronger. [ ] erase mistakes written with a pencil. [ ] make holes in paper. [ ] correct mistakes written or typed with ink. [ ] draw straight lines. [ ] sharpen pencils. [ ] hold sheets of paper together. Exercise 6 – Describing Functions Describe the functions of these items by using the information from the table. The first sentence identifies the equipment and the second sentence describes its function. Then,complete the sentences below using the information from the table. 1. This is a stapler. It is used for fixing pieces of paper together. 2. This is a ___________. It is used ______________________________________. 3. This is a ___________. It is ____________________________________________. 4. This is _____________. It ______________________________________________. 5. These are ____________. They are used ________________________________. 6. These are ____________. They are used ________________________________. 7. This is _____________. It _____________________________________________. 8. ____________________. _____________________________________________. 9. ____________________. _____________________________________________. Table: 2.2 Office Equipment
63 Exercise 7 – Quantities Match up the following quantities with the pictures below. 1. a ream of __________ 7. a ream of ___________ 2. a bar of ___________ 8. a box of ____________ 3. a ball of ___________ 9. a can of ____________ 4. a set of ___________ 10. a bag of ___________ 5. a set of ___________ 11. a tube of ___________ 6. a bottle of _________ 12. a roll of ____________ Figure 2.14 Quantities Source: Pohl, 2002. p. 5
64 Exercise 8–Filing Systems Which filing system is used in each of the following? a alphanumerical organized according to letters and numbers b alphabetical organized according to normal order of the letters of the alphabet (A – Z) c chronological organized according to when the events happened or by date (first, second, third, etc.) d geographical organized according to geography, place and location e numerical organized by number f subject organized by subject or topic Figure 2.15 Filing Source: Pohl, 2002. p. 37
65 2.4 Office Duties Secretaries perform many office duties, both correspondence and communication. Study what office duties a boss advises a newcomer to do and how to do faxing and photocopying. Writing Exercise 1– The Secretary’s Duties Choosethe correct word to complete the following text. This is a very happy office so I’m sure you‘ll get (1) on/over with everyone here. I’ll ask Ann to show you (2) round/across the building later. First of all I’d like to go (3) ahead/over a few points with you. If you can’t hear someone very well on the phone ask them to speak (4) up/back. If you can’t get (5) across/through to my office, connect the caller with Jan in room 202 or take (6) down/on their number and I’ll call them (7) away/back. Your first job in the morning is to look (8) into/through the mail. You should sort (9) from/out the private letters from the business ones. This will be your desk. When you’re filling (10) in/off the order forms make sure the prices are correct. If you’re not sure about product numbers, look them (11) over/up in the catalogue. It can all be a bit confusing but I’m sure you’ll soon pick it (12) up/out. I’m going to a conference room, so could you look (13) for/after the slides which I’ve listed here. I hope everything is clear, and that you’re looking (14) forward/aheadto working with us. I’ll let Ann introduce you to some of the others and then you can get (15) on/downto work. Figure 2.16 Boss Advises a Newcomer Source: Pohl, 2002. p. 47
66 Reading Exercise 2 – Faxing Read the conversation about how to send a fax. Rearrange the steps of faxing by putting the number in front of each sentence below. 1……………… The document has been sent. 2……………… Listen for the beep again. 3……………… Dial the number that you want to fax. 4……………… The document will go through smoothly. 5……………… Put the document face down into the fax machine. 6……………… The dial will show the number of pages you have sent. 7……………… Press the speaker button and wait for the dial tone. 8……………… Listen to a fax tone or a beep, then press the send button. Secretary: Excuse me, Khun Porntip. Could you please explain to me how I can fax this document? Mrs. Porntip: Are you new here? Secretary: Yes. Mrs. Porntip: All right. Do you have your document? Secretary: Yes. Mrs. Porntip: What you have to do first is to put the document facing downward into the fax machine. “Ready to send” will show on the dial. Press the speaker button and wait for the dial tone. Dial the number that you want to fax. Listen for a fax tone or a beep, then press the send button. The document will go through smoothly and when the document has been sent you will hear the beep again. The dial will show the number of pages you have sent. Secretary: O.K. Thank you.
67 Exercise 3– Photocopying Read the conversation below about how to make photocopies. Then fill in the blanks wqith the verbs from the box to complete the instructions that follow. (Some words may be used more than once.) 1. First, ____________ the paper face down into the fax machine. 2. Then, ____________speaker button. 3. ____________ for the dial tone, then dial the number. 4. ____________ again for a fax tone, and press send. 5. ____________ the machine on if it off. 6. ____________ for the green light. 7. ____________ down the original copy, ________ the top. 8. ____________ the green button. Secretary: How does the photocopy machine work? Khun Porntip: It’s not as complicated as you think. If the machine is off, switch it on. The machine will warm up and the orange light will turn on. When the machine is ready the light will change to green. Secretary: What’s next? Khun Porntip: Next put the original copy face down like you do with the fax machine. Close the top and press the green button. The copy will come out into this tray. Secretary: I see. But let me review again. If I want many copies, press the amount on the key pad then press the green button. Is that right? Khun Porntip: That’s right. It’s easy, isn’t it? Secretary: Yes. Thank you very much. close face put press switch wait
68 2.5 Review Activity Reading Read the text below and complete the organizational flow chart that follows. I’d like to tell you a little about some of the Index Group’s activities. As you will see from the chart, one of the divisions is Index Engineering. This consists of three groups covering North America, Europe, and Asia. The three Executive Vice Presidents of each group report to Phil Bryer, the President and Chief Executive Officer. The Executive Vice President for the North American group is James Hamilton. The Executive Vice President for the European group is Fernando Garcia. The Executive Vice President for the Asian group is Jack Woo. The North American group is Index Publications, which publishes all kinds of scientific magazines as well as number of different types of specialist magazines. There are three publishing units based in New York, Chicago, and Boston. Carol Brown is in charge of the New York unit. Steven Young is the head of the Chicago unit. And Jim Mitchell is resonsible for the Boston unit. Figure 2.17 Index Group Organizational Chart Source: Hollet and Duckworth, 1997 Index Engineering 1) title…………..…… name……….….……….. North America 2) title…………..…… name……….….……….. Europe 3) title…………..…… name……….….………... Asia 4) title…………..…… name……….….……….. New York 5) name …………… Chicago 6) name ……… Boston 7) name ……
69 Conclusion In this unit, some useful expressions and vocabulary words about office staff and equipment have been presented. Learners have listened to conversations to learn about the details of how the personal manager introduces the staff to newcomers in both formal and informal ways. In addition, they have listened to the tape to learn about the details regarding people’s responsibilities. They have also read about office equipment to obtain the main ideas and details about their functions and advantages. Furthermore, they read the steps of faxing and photocopying. They have practiced writing conversations about greeting bosses and customers, and sentences about staff responsibility and office functions as well. They have also practiced using some new vocabulary, especially office equipment; office items, furniture, filing equipment, filing systems and their quantities. For more practice, in the review activity, they read and wrote about an organizationalchart and revised the use of prepositions by completing a passage about a new staff member. Follow-up Activities 1. Interview two people from different areas of work. Ask them about their job titles, place of work, main duties or other things, and write down the answers that you receive. Tell the class about the people you interviewed. Example: John is an engineer. He works for a construction company. In the mornings he works in his office. In the afternoon he supervises the work at the building construction site. He prefers to work in the open air. 2. Work in groups. Ask and answer the following questions. 1. Do you think you would make a good secretary or office worker? 2. Why do you think so?
70 References Brieger, N., & Cornish, A. (1989). Secretarial Contacts. New York: Prentice Hall. Computer (2003). [Online]. Available HTTP: http://bwnt.businessweek.com/ idea_winners/index.asp?corporate=IBMThinkPad Exploration [2005, March 26]. Co.Calhoun (2006). [Online]. Available HTTP: http://co.calhoun.mi.us/docs/vital.taf [2006, April 23]. Digital Audio Player. (2006). [Online]. Available HTTP:http://www.sandisk.com/Products/ Item(1210)-SDMX1-1024-Digital_Audio_Player_1GB.aspx [2005, March 26]. Facsimile Machine. (2005). [Online]. Available HTTP: http://www.inmagine.com/businessessentials-photos/photodisc-pdeo004 [2005, March 26]. Fournier, A. C. (1990). Open for Business. Massachusetts: Heinle & Heinle. Google Search. (2006). [Online]. Available HTTP: http://www.google.co.uk. [2005, April 11]. Hollett, V. & Duckworth, M.(1997). Business Opportunities. New York: Cambridge University. Hopkins, A. & Potter, J. (1999). Work in Progress: Course book. Essex: Pearson Education. Jones, L. & Alexander, R. (1992). International Business English. New York: Cambridge University. Millan, A. M., & Toselli, M. (1997). On the Job. Singapore: McGraw-Hill. MP3. (2005). [Online]. Available HTTP: http://www.sandisk.com/Products/Item(1210)- SDMX1-1024-Digital_Audio_Player_1GB.aspx [2005, March 26]. Norman, S. (1993). We Mean Business. Essex: Longman. Our Company. (2006). [Online]. Available HTTP: http://www.geest.co.uk/gst/ ourcompany/structure/ [2006, March 26].
71 Photocopier. (2005). [Online]. Available HTTP:http://www.principalcorp.co.uk/office_ systems/photocopiers/?utm_source=miva&utm_medium=ppc&utm_term= photo copier&utm_campaign=photocopiers [2005, March 26]. Pohl, A. (2002). Test your Professional English - Secretarial. London: Pearson Education. 1Top Twenty Business Vocabulary. (2006). [Online]. Available HTTP: 1http://www. englishclub.com/business-english/vocabulary_company.htm [2006, April 13].
Unit 3 On the Phone The secretary is the person responsible for handling most office communications, especially on the telephone. A large part of an average day of a secretary will be devoted to telephone communication in some form or another. A secretary’s communication skills will be required in answering the phone, calling for information, and taking and leaving messages. Thus, a good secretary must have superior skills in communicating by telephone. Get Started 1. Discussion Look at Figure 3.1and discuss these questions with your partner. 1. Who is the woman in the photograph? 2. Where is she? 3. What is she doing? Figure 3.1 Secretary’s Work Source: Skingsley (Online), 2005
74 3.1 Answering a Call If you receive a call for someone in your office and have to transfer the call, you should tell the caller to wait for a while. Don’t just leave the phone to transfer the call to the other person without saying anything to the caller. Listening Listen to the conversations below and repeat after the tape. Pay attention to the pronunciation, rhythm, and stress. Conversation 1 Conversation 2 Caller: Good morning. May I speak to the Personnel Manager? Receiver: Who’s calling, please? Caller: This is Tim Harrison from K&S Co. Receiver: Just a moment, please. I’ll see if he’s available. Receiver: Collins Electronics. Good afternoon. Caller: Good afternoon. Mrs. Doris Robinson, please. Receiver: May I have your name, please? Caller: Henry Higgins. I’m her lawyer. Receiver: Hold on a moment, Mr. Higgins. I’ll put you through.
75 Conversation 3 Receiver: Hello. Jupiter Printing Company. Can I help you? Caller: Hello. My name is Mai Kurihara. I’m calling from Marketing Services in Japan. I have your new print brochure, but it doesn’t have the prices in it. Could you send me this year’s price list by fax please? Receiver: Sure. Could I have your name and fax number, please? Caller: Yes. My name is Mai Kurihara… Receiver: … Uh….Could you spell that, please? Caller: Yes. Mai, M – A – I. Kurihara, K – U – R – I – H – A – R – A Receiver: Thanks. And the fax number? Caller: Yes. The country code for Japan is 81 and the number is 6…8644…3900. Receiver: 6…8644…3900. Caller: Uh… can you fax it to me today, please? Receiver: Certainly. I’ll do it immediately. Caller: Thank you. Receiver: Bye. Caller: Bye.
76 Language Focus This is the conversation patternfor a normal telephone call. CALLER SECRETARY Saying Who You Are Hello, John Smith speaking. Hi, this is Mr. Smith. Hello, John Smith here. Offering Help How can I help you? What can I do for you? Stating the reason for calling I’m calling to I’d like to request a brochure. arrange a meeting. Answer the phone. Request something. Ask for details: name, company, address, fax number, etc. Give requested information. Check customer’s information Say thank you and end the and end the conversation. conversation. Say goodbye.
77 Asking for Details Can I Could I May I have your name? fax number? telephone number? address? Checking Can I Could I May I read that back to you? just check that, please? Could you Can you spell that, please? spell that for me, please? repeat that, please? There are other structures as follow. Asking for a Connection Could you May I Could I please put me through to ………….? have extension ... ……..? speak to …………? Keeping Waiting Hold the line, please. Just a moment/minute/second, please. Can Could Would you hold? I’m transferring the call now. putting you through to.……….. connecting you now.
78 Request for information Saying What You Want: Give Details I'm calling about... I would like to know if... I would like to enquire about... Asking to Speak Slowly or Loudly Could you speak slowly please? Could you say that again? Could you repeat that, please? It's a bad line, I can't hear you. Could you speak up please? Ending the Telephone Call Thanks for calling. Thank you for your help. Good-bye and thank you. That’ll be fine, thank you. Note Polite Questions When asking somebody to do something it is normal to add a polite comment or question to confirm the request or to ask for some kind of answer from the speaker. The following expressions may be of help. - Is that possible? - Would it be possibleto do that? - Would that be possible? - What do you think? - Do you want me to call him/her back? - Is that all right with you? - Shall I call him back?
79 Listening Exercise 1 Listen to the following telephone conversation and answer the questions that follow. 1. What’s the name of the receiver’s office? ________________ 2. What is she calling about? __________________ 3. What is the name of the Sales Manager? __________________ Now write down the caller’s part. Receiver: Thornton & Thiennes Associates. Good morning. Caller: 4. _______________________________________. Receiver: Hold on a moment, sir. I’ll put you through to the Sales Department. Caller: 5. _______________________________________. Receiver: It’s Mr. Phillips. Exercise 2 Listen to the following telephone conversation and answer the questions that follow. 1. What’s the name of the receiver’s office? ________________ 2. Who does the caller want to speak to? __________________ 3. Is he available? __________________ 4. Why not? _____________________ Now write down the caller’s part. Receiver: K&S Corporation. Good morning. Caller: 5. _____________________________________. Receiver: I’m afraid he’s away on business, sir. Caller 6. ____________________________________. Receiver: Next Monday. CanI take a message?
80 Exercise 3 Listen to the following telephone conversation and answer the questions that follow. 1. What’s the name of the receiver’s office? ________________ 2. Who does the speaker want to speak to? __________________ 3. Is he available? ______________ 4. Why? _____________________ Now write down the caller’s part. Secretary: Good morning, ICI. Mrs. Lilly: 5. ____________________________________ Secretary: Oh, I’m sorry, he is out now. Can I do anything for you? Mrs. Lilly: 6. _________________________________ Exercise 4 Listen to the following telephone conversation and answer the questions that follow. 1. Who is calling? ________________________ 2. Who does she want to speak to? _______________ Now write down the caller’s part. Secretary: Good afternoon. Jones Wood Co., Ltd. May I help you? Caller: 3. _____________________________ Secretary: He’s not in at the moment, I’m afraid. Who’s calling please? Caller: 4. _______________________________ Secretary: Shall I ask him to call you back? Caller: 5. _______________________________ Secretary: All right. I’ll tell him to call you back as soon as he gets in. Caller: 6. _______________________________ Secretary: Goodbye.
81 Exercise 5 – Getting a Wrong Number Fill in the missing parts. Secretary: 420 976 Caller: 1. __________________________________ Secretary: I’m sorry there’s no Mr. Rose here. 2. __________________________________ Caller: Oh! I’m sorry. Goodbye. Writing Exercise 6 Ask the corresponding questions as in the example. Example: could/Mr. William Morris Excuse me, could I talk to Mr. William Morris? 1. can/Miss Doris Parker ____________________________________________________ 2. may/Mr. Phillips _____________________________________________________ 3. could/Mr. Willis ______________________________________________________ 4. could/Mrs. Anne Dillon ______________________________________________________ 5. may/Mr. Smith ______________________________________________________ 6. can/Miss Harrison _______________________________________________________
82 Exercise 7 Answer the questions using the corresponding personal pronouns as in the example: Excuse me, may I speak to Mr. William Morris? I’m sorry, sir. He’s not in. 1. at a meeting at the moment _________________________________________________________ 2. abroad on business _________________________________________________________ 3. busy now _________________________________________________________ 4. out of town __________________________________________________________ 5. on leave of absence __________________________________________________________ 6. on a business trip _________________________________________________________ Exercise 8 – Prepositions Fill in the blanks with the appropriate preposition. Example I’m afraid Miss Jones is not…..in……. 1. Mrs. Hamilton isn’t in. She’s ………… the airport. 2. My boss is ………………..a business trip. He’ll come back next week. 3. Wait a minute. I’ll put you …………….. . 4. Mr. Yamura is …………. Japan. 5. Mr. Smith isn’t here ……………..the moment. 6. They’re …………….holiday/ 7. Hold ………………….a moment, please.
83 3.2 Taking and Leaving Messages There are different forms of taking or passing messages on to somebody else, but one thing is clear: messages have to be written down at the very moment they are taken. Otherwise, they may never reach the addressee or the information may be incorrect. Besides, a message is not only the ‘message’ itself. The names of the people and company involved, the date and time of the call, and the phone or fax numbers are also essential parts. Usually, there is a standard form to be used in an office, which is called a telephone memo. Here is an example: MESSAGE FOR _____________________________________ While you were out Mr./Miss/Mrs. _____________________________________ of _____________________________________ Phone No. _____________________________________ Telephoned Returned your call Please call Will call again URGENT Message: __________________________________________________ __________________________________________________ __________________________________________________ Date _____________________ Time _____________________ Received by _____________________
84 Language Focus This is the conversation pattern for taking messages. CALLER SECRETARY Offering to take a message Would you like to leave a message? Can I take a message? Leaving your message Could you tell him that… Would you tell her that… Please tell her that… Answer the phone. Ask to speak someone. Inform the caller that the person is out or unavailable. Offer to take a message. Leave a message. Ask for the caller’s name and telephone number. Give your name and telephone number to the secretary. Confirm the name and number and assure the caller that their message will be delivered. Thank the secretary and end the conversation. Say goodbye.
85 On the phone, notice the following form in order to write a message correctly. 1. Present Continuous is often used in the introduction. Example: “I’m calling from/about…” 2. A message very often refers to actions that occurred in the past or to actions that will take place in future, so Past Simple and Future Simple tenses areoftenused in the message itself. Examples: (ring) Could you tell him that I rang? Would you tell him I’ll ring again this afternoon? Getting the caller’s name and number Could I get Can you give me your name and telephone number? Asking for Details Can I Could I May I have your name? fax number? telephone number? address? Checking Can I Could I May I read that back to you? just check that, please? Could you Can you spell that, please? spell that for me, please? repeat that, please?
86 Problems I'm sorry, I'm afraid but Mr... is not available at the moment. Mr. ... is not here today. Would you mind Would you like to ringing back later? leave a message? Can I put you through to another person? Sorry, but I think/I’m afraid you’ve got the wrong number. When a person is not available…. She’s out for lunch. He’s away for lunch. She’s on leave of absence. He’s busy/in a meeting. He’s not available at the moment. She’s on holiday/vacation. She’s at the airport. Ending the Telephone Call Thanks for calling. Thank you for your help. Good-bye and thank you. That’ll be fine, thank you. 3. The secretary should be sure that you have got the correct spelling of the person’s name and the correct telephone number. We can start by: 3.1 Asking for names, addresses, and telephone numbers on the telephone. 3.2 Reading addresses and telephone numbers correctly. 3.3 Writing down names, addresses, and telephone numbers correctly. 3.4 Taking a message on the telephone.
87 When attending foreign visitors or callers, or when working in a multinational company, the secretary often will have to pass on messages that imply the following: Mr. Brown He/She want (-s/-ed) would like (-‘d like) Ask (-s/-ed) somebody you/her/him them/us Miss Jones to do something. Writing Exercise 1 Choose parts from the following table and write sentences as in the examples. Mr. Yamuro wants you to change the delivery date. She’d like us to fax her price list. They asked Mr. Studs to send a demo disk. The Director Mr. Lang The General Manager The engineer The Chief Buyer Mr. White My boss wants wanted would like (‘d like) asked the driver our supplier the lawyer the clerk the accountant the client Miss Dickens to send the package by airmail. to pick him up at the airport. to deliver the goods before Wednesday. to sign the contract with the American supplier. to put off the meeting until next month. to set a new date. to report annual revenue. a. ____________________________________________________________ b. ____________________________________________________________ c. ____________________________________________________________ d. _____________________________________________________________ e. _____________________________________________________________ f. ____________________________________________________________ g. _____________________________________________________________
88 Exercise 2 Use ‘…wants you to…’ or ‘…’d like you to…’ and complete the sentences with the verbs from the list. Some of the verbs will not be used. send take quote put off meet cancel sign deliver a) Erik, Mr. Brown ___________ the tickets to the King’s Hotel. b) The Production Manager _________ the documents that he left on your desk. c) Mr. White phoned. He __________ the goods to 5784 East York Rd. d) Mr. Schultz is calling from Vienna. He _________ the meeting on June 2nd. The fifth would be better for him. e) Elizabeth, Miss Jones ________ our new client tomorrow afternoon. Exercise 3 Complete this telephone conversation. Secretary: Instant technology, 1)………………………………………………….? Caller: Good morning. Could I 2) …………………………………………….? Secretary: Who’s 3) …………………………………………………………………? Caller: 4) …………………… Gino Benedetti. Secretary: I’m sorry, Mr. Benedetti, but he’s 5) ……………………………right now. 6) …………………… a press conference.7) …………….………….a message? Caller: No, thank you. 8) ………………………. later.