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Contents
Part 1 Professional English for Front Desk Secretary
Unit 1 Daily Reception1
Task 1 Getting to Know the Procedures of Daily Reception1
Task 2 Greeting the Guest6
Task 3 Sending off the Guest12
Unit 2 Phone Calls Handling17
Task 1 Techniques of Telephoning17
Task 2 Transferring a Call22
Task 3 Making an Appointment27
Task 4 Taking a Phone Message32
Unit 3 Daily Paperwork Handling39
Task 1 Dealing with E-mails39
Task 2 Dealing with Faxes46
Task 3 Writing a Recruitment Advertisement52
Part 2 Professional English for Department Secretary
Unit 4 Phone Calls Handling58
Task 1 Providing Information58
Task 2 Handling Complaints63
Task 3 Business Negotiation68
Unit 5 Meeting Arrangements73
Task 1 How to Organize Meetings73
Task 2 Meeting Notice79
Task 3 Chairing a Meeting83
Task 4 Meeting Brief89
Unit 6 Paperwork Handling94
Task 1 Setting up a Filing System94
Task 2 Letter of Introduction99
Task 3 Contract104
Part 3 Professional English for Secretary to the General Manager
Unit 7 Overseas Travelling Arrangements112
Task 1 Contacting the Other Party112
Task 2 Writing an Itinerary116
Task 3 Writing a Visa Invitation Letter121
Task 4 Filling in a Visa Application Form127
Task 5 Booking Arrangements135
Unit 8 Business Reception Arrangements143
Task 1 Picking Up Guests at the Airport143
Task 2 Talking about an Itinerary150
Task 3 At a Business Dinner Party155
Task 4 Company Visit162
Task 5 Sightseeing167
Unit 9 Company Meeting Arrangements174
Task 1 Discussing Meeting Arrangements174
Task 2 Writing a Meeting Agenda179
Task 3 Writing a Meeting Invitation Letter185
Task 4 Making Opening Remarks189
Task 5 Taking Meeting Minutes194
Unit 10 Company Paperwork Handling203
Task 1 Company Overview202
Task 2 Writing Memorandum207
Task 3 Letter of Thanks212
Task 4 Letter of Congratulations & Letter of Condolence216
Task 5 Short Speech222
Keys to Exercises228


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