商務秘書實務第2版習題答案

1、商務秘書實務第2版習題答案Chapter 1: Introduction to the Secretarial Profession 秘書職業(yè)簡介題號內容1The secretarys responsibilities have been upgraded from handling office chores to a higher level, where organizing, supervising and training have become the core components of a secretarial job. The secretarys professional

2、ism and reliability have more influence on the daily and long-term management of the company than before, because managers and executives reliance on their secretaries have witnessed an unprecedented increase.2The major responsibilities and tasks of a modern day secretary can be summarized into four

3、 categories: the independent operation of day-to-day documentary work; execution of internal and external communication; assistance in management and supervision; direct involvement in staff training.3An executive secretarys duties include supervising other office secretaries or administrative staff

4、. He/she often assists in personnel training and development, company activity scheduling, streamlining efforts, outsourcing choices and administration, and various other functions related to organizational management. So some secretaries are given the title “office administrator”.4A secretary needs

5、 to learn how his/her boss work and understand the following aspects:What the boss roles and objectives are within the companyWhat correspondence, telephone and personal inquiries the boss would like the secretary to refer to him/ her.Times of the day the boss prefers to take his/her calls.5The foll

6、owing is a sample answer:I think efficient organizational skills are most important. A secretary has to deal with many tasks a day, such as filing, taking minutes of meeting and making travel bookings. Each task has its own objectives and urgency priority. An unorganized secretary may get confused a

7、mong those tasks, which may lead to undesirable consequences and result in the office work becoming a mess. So organizational skills outweigh other skills in terms of importance.61) T 2) F 3) F 4) T 5) FChapter 2: Fundamentals of Business Etiquette 商務禮儀基礎題號內容1She should do the following:read the new

8、spaper so she can appear knowledgeable of current events in the world;prepare a 30-second “infomercial” to introduce herself to people;bring her business cards with her;plan to arrive a few minute earlier.21) No; 2) No; 3) Yes; 4) No; 5) No; 6) No; 7) No; 8) Yes3There are a number of behaviors which

9、 are considered improper, e.g., tuck your napkin into your collar, use your napkin to wipe your face or nose, order the most expensive item on the menu as a guest, put used utensils directly on the table,etc.4The following e-mail is only for reference use.From: “Steven Goody” To: “Larry Parker” Subj

10、ect: Price catalog and samples Date: Wed, 17 August 2011 08:38:10Dear Larry:Two weeks ago, we requested that you send us your latest price catalog and the samples of stuffing. However, they have not arrived yet. Would you please check if there were any mistakes occurring during their delivery? At pr

11、esent, our factory is preparing for the mass production of Teddy bears for the forthcoming Christmas season. It is high time now that we did final cost accounting and the selection of appropriate stuffing material. Late delivery of the price catalog and samples may give rise to a series of productio

12、n problems.Viewing our well-established relationship, we believe you will take quick action to solve the problem, for this is important for both your company and ours.Best regards,Steven 5First, make sure which kind of food is a taboo. If some food is a taboo for all the customers, try not to order

13、it. If it is a taboo for some customers, order something that is suitable for them.Chapter 3: Corporate Secretarial Ethics 秘書職業(yè)道德題號內容1Yes. Such behaviors will show that you really care about your colleagues. Your congratulations definitely give them joy and warmth. This is good for the morale of the

14、 companys work staff.2The following answer is for reference use only.Personally, I believe that dating an immediate superior is against the secretarial ethical codes, because their relation may have direct influence on their roles in work, which may ultimately undermine their performance, efficiency

15、 and even the companys interests. 3Some Chinese employees consider working overtime unacceptable and therefore may be reluctant to extend their working hours, especially in the situations that they cannot get extra pay for their additional work. But the textbook holds the view that a secretary shoul

16、d be willing to spend extra time in the office when the situation requires.4The following is an outline for the speech:Definition of business ethics;The specific ethics for corporate secretaries;Some tips or examples on how to abide by these ethics.Chapter 4: An Overview of Business Writing 商務英語寫作概覽

17、題號內容1Business letters are normally written in formal language and have quite fixed formats. Private letters are written in more informal language and are much more casual in terms of formats.2The following is a sample mail.From: Royce Mason To: Tommy Lynch Subject: Solutions to late delivery Date: F

18、riday, 12 May 2006 8:18:11Dear Tommy:We have paid immediate attention to the problem of late delivery of the order. After an enquiry with the shipping company, it was discovered that the ship that carried the order encountered mechanical problems halfway to the port of destination. The shipping comp

19、any is now seriously considering the needs for transshipment. In the meantime, we will keep track of the latest information from the shipping company and come up with the solutions for your best interests. Please accept our sincere apology for the problems arising from the late delivery. Best regard

20、s,Royce3The following sample report is for reference use only.A Report on the Launch of T330 Electric Shavers With one years extensive surveys in the South China markets, it can be safely concluded that there is a great sales potential of T330 electric shavers. The surveys mainly targeted the men co

21、nsumers of various age and income groups. The findings are listed as follows: First, the 25 to 35 age groups are most interested in electric shavers. Since they are fully occupied in the daytime, they cannot afford much time to shave before they set out for work. This provides a selling point for T3

22、30 electric shavers, which are designed to be capable of complete shaving in less than 5 minutes. Second, the suggested sales price of T330 electric shavers is 210 yuan, falling into the price range of the 3,000 to 4,000 yuan monthly income group. In the relatively developed South China region, the

23、aforesaid income group covers a population of approximately one million, who concentrate in the major southern cities, for instance, Guangzhou, Shenzhen, Foshan and Zhuhai. Such a concentration provides a foreseeable market share for T330 electric shavers. In summary, the launch of T330 electric sha

24、vers will be a success if the launch time is well set and the follow-up marketing strategy is appropriately employed.4Because overuse of passive voice or use of passive voice in long and complicated sentences can cause readers to lose interest or to become confused. Sentences that are written in an

25、active voice are generally clearer and more direct.5A colleague told me that one of the air-conditioner in the show room was leaking.The 7-day delay in the delivery of the goods has been caused by bad weather and consequent traffic turmoil.Our company enjoys high reputation in this trade.Our flame-r

26、etardant sofa surely complies with the British BS5852 and American CA117 standards.This report is about the improvement of our companys public relations in the targeted regions.Chapter 5: Creating Business Letters in English 商務信函寫作題號內容1The three formats are blocked, semi-blocked and indented format.

27、2Enclose them to the letter and write notation “Enclosures” under the identification initials.3The following is just a sample for your reference.28, January, 2007Roland Trading Co., Ltd.23 Yuexiu Zhong RoadGuangzhou, China Dear Mr. Thompson:We have received your letter concerning your Purchase Contr

28、act No. 898. Upon receipt of the letter, an urgent meeting was held between the supplier and us. The result turned out to be favorable. Delivery is rescheduled to April 2, 2007, as requested in your letter. We would be pleased to offer help to you whenever it is needed. If you have further questions

29、, please feel free to ask.Yours respectfully,Toddy MasonExport Manager4Envelope:Li Fenjin Data Magic Machinery Co., Ltd.23 Zhongshan Ave. 510660Guangzhou, China CONFIDENTIAL Peter Houston 1708 Reserve St Garland, TX 75042-7621 USALetter:18 May, 20121708 Reserve StGarland, TX75042-7621USADear Mr. Hou

30、ston:We acknowledge with thanks your product catalog. It is our great pleasure to find that the data acquisition system listed in the catalog has a huge potential in our market. However, its price is far out of the price range of our market, which remains to be an obstacle in boosting possible futur

31、e sales. If you kindly offer us a 25% discount, we will be willing to order 3 sets as a starter. We wish that this would be our first step in establishing long-term relationship. Your reply is earnestly awaited. Yours respectfully,Li FenjinPurchasing Manager52018 Lincoln StreetDenver, CO 80203USAret

32、urn addressMay 5th, 2011dateSales ManagerC&M Export Company45 Xindu StreetBeijing 100450 Chinainside addressDear Sir, salutationSubject: Inquiry about Ceramic TilesSubject lineI visited your booth in Canton Fair on April 25, 2011, and have great interest in some products that you offer. Would you pl

33、ease send me the catalogue and prices of your ceramic tiles nos. 832, 8213, 8546 and 7891. Thank you very much.bodyYours Faithfully, complimentary closeJerry Lawrencetyped name under signatureMarketing Managerjob titleChapter 6: Writing Memos in English 備忘錄寫作題號內容1A business memo differs from an ordi

34、nary business letter in the following important ways:Memos are almost always used within an organization.Memos are less formal than business letters.Memos are normally used for non-sensitive communicationMemos usually have a direct style and are typically short and to-the-point.Memos usually do not

35、have a salutation.Memos do not have a complimentary closing.2A well-written memo is clear, concise, and coherent. It states the main idea first, uses the memo format, identifies its attachments and audience, be in a business-like tone, and should be proofread before sending.3No. A memo should contai

36、n just the necessary information and state each information item only once.4GlobExMEMORANDUMDate: March 6, 2012To: All the staff members From: Tony Boston , Chief Secretary Re: Installation of air-conditioners-I have arranged the technicians of an air-conditioner company to come to our companys buil

37、ding next Tuesday (March 13) to install air-conditioners in all 9 office rooms of our company. All of the co-workers please prepare the rooms for the work, filing the most important documents and putting them in the filing cabinets. The work will start at 9:30 am and finish in the afternoon. It is h

38、ighly probable that our work will be interrupted for one hour in each room.5The following sample memo is for your reference.Date: April 12，2011To：All new staff From：Ann Yang, HR ManagerSubject：Workplace safety training In order to ensure workplace safety, Mr. Thomas Miller and Ms. Helen Weaver from

39、the Safety Office of the Headquarters will give training lectures to all the new employees in Guangzhou. Those who joined the company after January 1, 2011 are required to participate. The lectures will be given from 2:30 to 5:00 pm on Monday, Tuesday and Wednesday next week in No.2 Conference Room.

40、 Please come on time and take notes. A test will be given at the end of the training course.Chapter 7: Telephone Etiquette 電話溝通禮儀題號內容1The Four basic things are: welcoming your caller, announcing who your firm is, introducing yourself, and letting them know you are here to help them.2First, it create

41、s a written record of information and requests that anyone can later check for business reason. Second, it forms a reminder of tasks to be preformed. Third, it can be used as evidences to defend themselves as to what information and requests were expressed to you and when.3To find out the purpose of

42、 an incoming call is not always necessary for a secretary. Normally it is necessary when the call is for the boss of the company. Many people, including customers, would want to talk to your boss for various reasons, but your boss may not have the time to answer all their phone calls and may want so

43、me of them be helped by other people in the company. Therefore it is necessary for you to screen the phone calls for the boss. If an incoming call is for an ordinary colleague, there may not always be the need to find out what the caller is calling about. Different companies have different practices

44、. Check with your boss what kind of practice you should use on receiving incoming calls.41) true; 2) false; 3) false; 4) true; 5) true; 6) false; 7) false; 8) false; 9) true; 10) false.5(Keys are not needed.)6The following two passages are for your reference only.Scenario One:B: Good morning, this i

45、s Peter Smiths secretary at Fantasy Design. My name is Rose Cliff. How can I help you? A: Hi, this is Tom Lane from Jasmine Company. Could I speak to Per Smith, please? B: I am sorry. Mr. Smith is having a meeting right now and cannot take phone calls. May I take a message? A: I am phoning to cancel

46、 the appointment with Mr. Smith for next Monday, the 6th of September, because I will have to go to San Francisco for some urgent business. I apologize for that and hope to be able to rearrange the appointment for next Friday morning. That is the 10th. I want to know whether he will be available at

47、that time. B: I am sorry that I cannot confirm right now on the new appointment, but you can rest assured that I will pass the message to Mr. Smith. A: Thanks very much.B: You are welcome. Goodbye.A: Bye! Scenario Two:A: Good afternoon. This is Mary Shepherd, George Hansons secretary at CMR Chemical

48、s. May I help you?B: Hello, this is Bill King from Norton Construction Company. May I speak to Mr. Hanson?A: I am sorry, but Mr. Hanson is on a business trip now. Can I take a message?B: He is on a business trip? I have ordered a batch of goods from your company. According to the contract, the goods

49、 should be delivered no later than the end of June, 2011. It is now August 3, 2011, but the goods have not yet been delivered! The late delivery will cause big financial losses to us because we need the goods for the ongoing construction projects of our company! I wonder when Mr. Hanson will come ba

50、ck! And I hope you can deal with the problem right away! A: I do apologize for that. Ill make sure he gets the message as soon as possible.B: Please tell Mr. Hanson that we may sue your company, if the losses caused by late delivery are too serious.A: Yes, I will. We will do our best to minimize the

51、 negative influence of the problem in delivery. Please wait for Mr. Hansons feedback. Goodbye, Mr. King!B: Goodbye.Chapter 8: Meeting Organization 組織會議題號內容1agendaviewspointattendchairpersonvoteminutesadjourn2For example, a board meeting, a shareholders meeting, a weekly meeting.3The right order is:B

52、. Welcome the participants F. Check the attendance of participantsD. Apologies for absencesE. Minutes from the last meetingG. Matters arising from the last meetingA. Officers reportsC. Specific agenda itemsJ. Any other businessesI. Date of the next meetingH. Adjournment4The following is an example:A

53、gendaWelcome and introduction from the ChairRoll call of attendance and apologies for non-attendanceMinutes from the last meetingMatters arising from the last meetingDiscuss the draft of the annual report of the GM for the year 2006Set the target sales figures for the year 2007Discuss the developmen

54、t strategy of 2007 Discuss the upgrading of the office computer network in the head office Date, time and place of next meetingAdjournment6AGENDAWelcome and introduction from the ChairRoll call of attendance and apologies for non-attendanceMinutes from the last meetingMatters arising from the last m

55、eetingDiscuss the correspondence contents from the Marketing DepartmentA vote of investment on the MP4 projectDate of next meetingAdjournmentChapter 9: Presentation Development 開展講座題號內容1Color-code your information, but do not use too many different colors.Sometimes use a matte and pastel background

56、instead of a white one.Exploit animation with restraint.Animation sometimes are valuable, e.g. in depicting the evolution or introduce ideas one by one. Encode information cleverly.Label the axes of graphs clearly.Adopt a few real photos.2Perform a spelling check on all the text.Slides should have s

57、hort titles.Use uniform capitalization and punctuation rules. Do not use small fonts.Some additional tips:Put dark text on light background.Avoid text colors that fade into background, i.e. light yellow and white.Just put one point in one slide. Be simple and focused.Avoid too much use of underlined

58、 and italic fonts.Do not capitalize all the English letters, for it will be hard or uncomfortable for the audience to read.Chapter 10: Travel and Accommodation Arrangement 旅行和住宿安排題號內容1When an item on the checklist is prepared, tick it. Then you can find out which item is not prepared.2ITINERARYMr. L

59、arry Lawrence/vice president-visit to Hong Kong, Shanghai and Hangzhou.Tuesday 26 June Friday 29 June, 2012DateDetailsTimeTuesday 26Depart Guangzhou Baiyun Airport, CZ301 of Southern China, business class, Seat 3D. 10:20Arrive at Hong Kong International Airport. Check in Royal Plaza Hotel, 193 Princ

60、e Edward Road Kowloon Tel: 83170159 Room booking confirmed by fax on 1 June.11:05Appointment with Mr. Tommy Ng, General Manager of Sales Department of Cable & Wireless, in Hong Kong. 14:30Stay overnight at the hotel18:00Wednesday 27Depart Royal Plaza Hotel by taxi.08:00Depart Hong Kon