🔙 Quay lại trang tải sách pdf ebook Giáo trình tiếng anh chuyên ngành thư ký văn phòng Ebooks Nhóm Zalo s ở GIÁO DỤC VÀ ĐÀ O TẠO H À NỘ I ĐÀO THỊ HƯƠNG GIA O TRIN H TIÊN G AN H CHUYÊ N NGÀN H T H Ư K Ý VÂ N PHÒN G ENGLIS H F0 R SECRETARIE S (Dùng trong các trường THCN) N H À XUẤ T BẢ N H À NỘ I - 2006 V L ờ i giớ i thiê u A Tước ta dang bước vào thời kỳ công nghiệp hóa, hiện Ì V đại hóa nhằm dưa Việt Nam trở thành nước công nghiệp văn minh, hiện đại. Trong sự nghiệp cách mạng to lớn đó, công tác đào tạo nhân lực luôn giữ vai trò quan trọng. Báo cáo Chính trị của Ban Chấp hành Trung ương ốảng Cộng sản Việt Nam tại ốại hội ốảng toàn quốc lần thứ IX đã chỉ rõ: "Phát triển giáo dục và đào tạo là một trong nhẩng động lực quan trọng thúc đẩy sự nghiệp công nghiệp hóa, hiện đại hóa, là điều kiệ n để phát triển nguồn lực con người - yếu tố cơ bản để phát triển xã hội, tăng trưởng kinh t ế nhanh và bền vẩng". Quán triệt chủ trương, Nghị quyết của ốảng và Nhà nước và nhận thức đúng đắn về tầm quan trọng của chương trình, giáo trình đối với việc nâng cao chất lượng đào tạo, theo đề nghị của Sở Giáo dục và ốào tạo Hà Nội, ngày 23/9/2003, Uyban nhân dân thành phô Hà Nội đã ra Quyết định số 5620IQố-UB cho phép Sở Giáo dục và ốào tạo thực hiện đề án biên soạn chương trình, giáo trình trong các trường Trung học chuyên nghiệp (THON) Hà Nội. Quyết định này thể hiện sự quan tâm sâu sắc của Thành ủy, UBND thành phố trong việc nâng cao chất lượng đào tạo và phát triển nguồn nhân lực Thủ đô. Trên cơ sở chương trình khung của Bộ Giáo dục và ốào tạo ban hành và những kinh nghiệm rút ra từ thực tế dào tạo Sỏ Giáo dục và ốào tạo đã chỉ đạo các trường THON tổ chức biên soạn chương trình, giáo trình một cách khoa học hệ 3 thống và cập nhật những kiến thức thực tiễn phù hợp với đối tượng học sinh THCN Hà Nội. Bộ giáo trình này là tài liệu giảng dạy và học tập trong các trường THON ở Hà Nội, đồng thời là tài liệu tham khảo hữu ích cho các trường có đào tạo các ngành kỹ thuật - nghiệp vụ và đông đảo bạn đọc quan tâm đến vấn đề hướng nghiệp, dạy nghề. Việc tổ chức biên soạn bộ chương trình, giáo trình này là một trong nhiều hoạt động thiết thực của ngành giáo dục và đào tạo Thủ đô để kỷ niệm "50 năm giải phóng Thù đô ", "50 năm thành lập ngành " và hướng tới kỷ niệm "1000 năm Thăng Long - Hà Nội". Sở Giáo dục và ốào tạo Hà Nội chân thành cảm en Thành ủy, UBND, các sỏ, ban, ngành của Thành phố, Vụ Giáo dục chuyên nghiệp Bộ Giáo dục và ốào tạo, các nhà khoa học, các chuyên gia đầu ngành, các giảng viên, các nhà quản lý, các nhà doanh nghiệp đã tạo điều kiện giúp đỡ, đóng góp ý kiến, tham gia Hội đồng phản biện, Hội đồng thẩm định và Hội đồng nghiệm thu các chương trình, giáo trình. ốây là lẩn đầu tiên Sở Giáo dục và ốào tạo Hà Nội tổ chức biên soạn chương trình, giáo trình. Dù đã hết sức cố gắng nhưng chắc chắn không tránh khỏi thiếu sót, bất cập. Chúng tôi mong nhận được những ý kiến đóng góp của bạn đọc để từng bước hoàn thiện bộ giáo trình trong các lần tái bản sau. GIÁM ĐỐC SỞ GIÁO DỤC VÀ ĐÀO TẠO INTRODUCTIO N 1. AIMS OF COURSE English for Secretarỉes is a speaking, listening, reading and vvriting course for learners who are either in or training for the posts as secretaries or personal assistants. The materials are designed for learners át the pre-intermediate level or above. The course covers the four skills of listening, speaking, reading and vvriting, as well as improving pronunciation and building vocabulary. Particular emphasis is placed ôn speaking and vvriting. The primary goal of the course is to teach communicative competence, thát is, the ability to communicate in English according to the situation, purpose, and roles of the participants in secretarial contexts. 2. COURSE LENGTH AND COMPONENTS The course spreads in the two last semesters in the college with 180 classes. The Student's book contains 13 units and 4 review units. Each unit has a language study vvhich highlights and practices language appropriate to the secretarial world, as follow: Secretarial jobs and duties. Reception. Office equipments. Business meetings. Face -to-face and telephone messages and aưangements. Social communication. Listening passages and reading texts act as input tasks, íocusing ôn both iníormational content and language content. In tùm, this input is used as the basis for output tasks, íocusing ôn the speaking and writing skills. The listening and reading materials are based around: 5 Face-to-face dialogues. Telephone calls Topical iníbrmation Memos, letters, minutes, reports... The writing activities give practice in the formulation of letters, memos, minutes, reports, and E-mail.... The practical exercise in each unit are grouped into two topical and íunction sections. These sections are referred to as "cycles" in the teaching notes. The workbook provides a variety of exercises thát develop students' proficiency with the grammar, vocabulary and skills work presented in the Student's Book. The vvorkbook can be used for homework. The Audio Cassettes are for use in the classroom. They contain natural sounding recording of the conversations, Pronunciation exercises and Listening activities in the Student's Book. 3. STRUCTURE OF ONE UNIT AI Each main unit contains: Snapshot: The snapshols present interesting iníòrmation or pictures thát introduce the topic of a unit. There are also some questions relating to unit topical discussion. Conversation: The conversations introduce the grammar in a communicative context and present íunctional and conversational expressions. Language study: The grammar is presented with new íunctions thát is followed by controlled and free communicative practice activities. Word povver: The word po\ver activities develop learners' vocabulary through a variety of interesting tasks or collocation exercises. Pronunciation: These focus ôn important íeatures of spoken English including stress, intonation. reductions .... Listening: The listening activities develop a wide variety of listenino skills, including listening for details, inferring meaning from contexts. choosino False or Trúc . Readỉng: The readings develop a variety of reading skills, includino reading for details, skimming. and making inferences. Sometimes translation of letters, memos, reports... provides better understanding. 6 Writing: The writing exercises include practical writing task thát extend and reiníorce the teaching points in the unit. Especially, in business letters and routine correspondences, learners must follow the rule of vvriting. BI Each revievv unit contains: - Grammar summaries - A variety of practical exercises thát help students consolidate what they learnt from some previous units. There're appendixes, glossary, tape-scripts and key sections át the back of the book as the reference for teachers and students. , We hope thát you will like using English for Secretaries and find Ít usefuỊ, interesting. Our goal is to provide teachers and students with activities thát make the English class a time to look forward to and, át the same time, provide students with the skills they need to use English outside the classroom, for their future jobs as well. Please let us know how you enjoy Ít and gocxi luck ! 7 MEETIN G OFFIC E STAF F I OBJECTIVES • Use wetl the questions and statements with the verb "TO BE", Ordinary verbs át Simple present tense. • Check and exchange personal information about names, jobs or positions in the hierarchy. • Be friendly wỉth others. CONTENTS - Topics: Greetings, introductions, names and job titles. - Language: Wh-questions and statements with be, Ordinary verbs át simple present tense. - Vocabulary / pronunciation: Job titles, the Alphabets - Skills work: Listening and checking personal iníòrmation Greetings, introducing and identiíying yourself or someone else Talking about one's jobs or job titles. Reading about some different greeting customs Writing a personal profíle. - Follow úp: Make a conversation, Listen and complete the dialogue (VCD) l.SNAPSHOT í) Listen and practice. Popular First Names in the United States For malcs Christopher David James Jason John For females Joshua Ashley Lisa Matthevv Jennifer Michelle Michael Jessica Nicole Robert Katherine Sarah Steven Kimberly Stephanie What is another lìrst name for a male in English? for a female? Wha[ is your íavorite first name in English? Lisl some popular names in your country. 9 2. CONVERSATION I -l-M * «1 t Introducing yourselí A : Good morning, vou must be Mr. Silver's new secretary. B : That's right. My name is Kathleen Devvitt, bút everyone calls me Kathỵ. A : Wclcome to Diamond. I'm Annette Carlson. You can call me Annctte. B : What do you do? A : I'm the Office Manaaer. r u sho\v you around and introduce you to a fe\v people. B : Thank you. A : First of all, there's vour desk over there. B : Ôn the left? A : That's right. Whv don't you look through Ít? B : Okay. A : See if there's anvthing else you need beĩore ì take you to the sioreroom. 10 Group work Make a List of names and nicknames fòr your group. Introduce yourself with your full name. Use the expressions above. Introducing someone Personnel Manager: Good morning, everyone. Can ì have a few moments of your time? ĩd like to int?(5iuce a new member of staff. Fừst things fừst, rđ like to intrcxluce you to our Office Manager. Your'U be spending today and tomorrow with her. Office Manager: Hilary Beach am : Personnel Manager Hilary Beach am : Personal assistant: Pleased to meet you, my name's Christine Adams. How do you do? I'm Hilary Beach am. Hilary. Let me introduce you two. Mr.Brown, this is Hilary. How do you do? My name's Beach am. Hilary Beach am. George Brown. l i Personnel Manager: George is Mrs. Everett's personal Assistant. He'U be showing you how everything works beíòre he leaves us át the end of the week and you take his place. Let's move ôn, shall we? Hilary, this is Helen Wright. Helen Wright: Hỉlary Beach am: Personnel Manager: Hilary Beach am: Personnel Manager: Hello, Hilary. How are you doing? Fine, thanks, Helen. You know each other, do you? Yes, very well. Helen is one of my best íríends. Anyway, as you probably know, Helen is one of the secretaries. And Miss Hobday 3. LANGUAGE STUDY Wh-questions and statements wit h "be' What's your name? My name ỉs ỉĩ.ậu Where are you from? Ym fram..ửfr What's her name? Her name is Where is she from? She's from Where are you from? We're from What are their names? Theứ names are Where are they from? They are from Introducing yourself or someone Introductions between speakers normally follow a number of steps, as follows: ai ỉntroducing and identi/ying yoursel/ Formal: How do you do? I'm How do you do? My name's Iníormal : Hello, my name's bi Replying to introductions and identifying yourseự Formal: How do you do? Pm How do you do? My name's Pleased to meet you. My name's Inĩormal: Hello, my name's Nice to meet you. My name's [2 cl Introducing someone else Formal: Fd like to introduce you to Can ì introduce you to ? Iníormal: Let me introduce you two , this is.. this is Practice AI Complete these dialogues as requirements ỉ Greet your boss when you meet him in the evening. Mr. Simmons. How are you? Very well, thank you ? 2. Introduce your boss a customer. to introduce you to Mr. Hampshire. Pleased to meet you, Askvvith, Susan Askvvith. 3. Iníroduce a friend to anotherỷriend. Paul Erica. 4. Greet Peter, aỷriend, át a party. Peter,.. ? 7 5. ỉntroduce yourselỷto someone át a party. , my name's Paula. Mine's Gordon. ố. hitroduce yourseự to a new customer. ? Fm Harriet Arnold. Brown, Michael 7. Introduce your boss to a client. Let , Mr. Bryce Mr. deưy. BI Ending a conversation Here are some different ways of ending a conversation. 1. A: Well, Ít was very nice talking to you. B: Yes, we must meet again sometime. A: Thát vvould be great. Here's my card. Maybe we can get together next time you're in town. B: ì hope so. And here's my card 13 2. A: Well, Ít was great to see you again, Harry. B: Yes. And we should gel together again soon. How about lunch next week? A: Thát would be great. Give me a cai] át the office, and we'll arrange a time. B: Fine. See you next week, Frank. 3. A: Your new product sounds very interesting. Could you send me a price list? B: Yes, of course. Fm very sorry, bút would you excuse me? ì have to make an urgent phone call. A: Certainly. In which dỉalogue(s): a. Do A and B know each other well? b. Does A decide to end the conversation? c. Does B decide to end the conversation? d. Is B impolite? Why? c ỉ Continuing a conversation Match each question with the best repỉy. The first one is done for you. ã. What do you think of Tokyo? b. How often do you travel abroad? c. Are you going to be here long? d. Is this your íĩrst trip to Japan? e. Do you know Harvey Hillips in sales? f. Where are you staying? g. It's an interesting conference, isn't Ít? h. Can ì get you a reíĩll? Ì. Yes, extremely interesting 2. Thank you. 3. Át the Sheraton 4. Yes, very vvell. 5. It's a very interesting place. 6. No, ì was here last year. 7. Just five days. 8. Once or twice a year. 4 Pair work Take Ít in turns to introduce yourselí to your partner in the following situations: .. . a/ át a formal reception for customers. bi át a friendly party. (ỉroup work Work in groups of three. Each member of the group should introduce the other two members of the group to each other in the same two situations. 4. WHO'S WHO IN THE COMPANY Organization chart Managering Dỉrector Assistant General Manager Marketing Department Marketing Director Production Department Production Manager Finance Department Finance Director Personnel Department Personnel Manager P.A P.A P.A P.A 3 secretaries 1 secretary 2 secretaries 1 secretary When ỵou want to classiýy someone in a company, you can do according to: - Their responsibility - Their position in the hierarchy I - - Their job specification - Their location. Here is some of the language you use Ịor each ofthe four areas: ai Responsibility He is responsible for the Finance Department. She looks a/ter Production bi Position in the hierarchy She works for the Personnel Manager. He works under Judith Walker. She works with Samantha Wolf (át the same level) c/ Job speciýỉcatìon He is the Managing Director. She works as Personal Assistant di Location She works in the Personnel Department. They are in the Finance Department. 5. LANGUAGE STUDY Simple present tense Pm a secretary, and ì have a high salary. I/You He/She ì work at/in an office work works ì go to work ôn weekdays. take takes ì like Ít very much. study studies She works for Thomas Cook Travel. teach teaches She's a guide. She takes people ôn tours. do does He goes to New York University. go goes He loves Ít have has Practice AI Fill in the blank: Ì. Judith Walker works as Personal Assistant. 2. Paul Cummins the Financial 3. Jane Margraves the Personnel Director. 4. Tvvo secretaries Daniel Harkin in the 5. Alice Everett to the Managing Dừector. 6. Michael Stott the production Department. 7. Hilary Beach am in the Department. 8. Paul Cummins looks the Department. BI These people all work for Acme International. What department do you think each person works in? Ị'm responsible for invoicing our customers Ị'm in charge of the training programme 6. WORD-POWER JOB TITLES Whiclí departments do these people work in? Personnel Manager Plant Manager Chief Accountant Sales Manager Accounts Clerk Credit Controller Maintenance Offícer After-sales Clerk Quality Controller Purchasing Offĩcer Pay Clerk Sales Representative Recruitment Officer Export Clerk Technician Training Offĩcer Finance Human Resources Production Sales/Marketing 7. ữ PRONUNCIATION Listen ancỉ practice sayiììg the alplìabet. A B c D E F G H ì J K L M N 0 p Q R s T u V vv X Y z a b c d e f g h í j k 1 m n o p q r s t u V w X y z 8. LISTENING Listen and compìete the foỉlawing form Car insurance Mr./Mrs/Miss/Ms (delete as appropriate) First name(s) Male 0 female 0 For a free quotation, phone Address: Number : Street: Town/city: ỉ t ỉ ĩCountry: Insurance Postcode: Area code: Number: Occupation Freephone Vichicle 08800 444777 Make/Model 9. READING Meeting and Greeting Customs There are many different greeting customers around the world. Here are some. Chile People usually shake hands when they meet for the first time. When two women first meet, they sometimes give one kiss ôn the cheek. (They actually kiss the (từ) Women also greet both male and female íriends with a kiss. Cjilean men give their friends warm abraios (hugs) or sometimes kiss women ôn the cheek. Kinland Finns greet each other with a firm handshake. Hugs and kisses are only for close íriends and family. 20 The Philippines The everyday greeting for friends is a handshake for both men and women. Men sometimes pat each other ôn the back. Korea Men bovv slightly and shake hands to greet each other. Women do nót usually shake hands. To address someone vvith his or her full name, the family name comes first, then the first name. The United States People shake hands when they are first introduced. Friends and family members often hug ,. . ^ ",^rr ^ or kiss ôn the cheek vvhen they see each other. In these aassssssssBSB I,'.'=i situations, men often kiss vvomen bút nót other men. According to the article, in which country or countries are the following true? Check (V) the correct boxes. Chile Kinland The Philippines Korea The us 1. People shake hands ũ ũ • • • every time they meet. 2. Women do nót ũ • • • • shake hands. 3. Women kiss át the ũ • • • • first meeting 4. Men hug or pat each ũ ũ • • • other ôn the back. 5. Women kiss male • • • • • ÍTÌends. 6. The family name • • • • • comes first. ĩ 21 Pair work How do these people greet each other in your counỉry ? - Two male ẩiends - A male and female friend - Two strangers - Tvvo female íriends 10. WRITING Complete the foììowingform SAVE 20% ÔN THE NEWSSTAND PRICE You pay only AUD$4.96 per issue instead of AUD$6.20 Please vvrite in BLOCK CAPITALS Surname: First name : Job title: Company name : Address: City: Country: Tel: Fax ì wish to pay by: Cheque c Mastercard ì Visa [ Account number: Valid until: Signature: .' F()LLOW ÚP AI Work in twos or threes. You are participants át an international conference. Follow the instructions ôn each square and start a conversation 22 You arrive át the conference hotel. Go lo the reception desk and register. Introduce Introduce yourself to yourself to another person át another person át the conference w the conference Ask another Ask another person át the person át the conference conference vvhat their job vvhat their job is is w Name four Name four countries you countries you want to visit want to visit ôn holiday ôn holiday Ask another person about their company You see an old friend. Greet him/her Name three Ask another countries person where which begin w they come with the from letter "B" Introduce two people to one another. Exchange business cards with another participant Ask another Name tvvo Ask another person about countries where person about their family w you bow when w their hobbies you meet and interests Say "thank Ask another It's time to you" in three person about the go home. Say ditTerent w department or w goodbye to languages division they your new work in. friends. B I Complete the following dialogue and then ỉisten to the VCD, check Ít please. Jane: So as you can see, ì was very excited. After thát, we talked about my job description. Your skills. David: (1) át university? Jane : My íavorite topics were letter writing, dictation and niling studies. David : ..(2) ? Jane : ì have good patience and English language skills. David: (3) ? Jane : Yes, ì can use Windows and Excel. David: (4) ? Jane: Yes, 50 \vords per minute. 23 David: ...(5) ? Jane : Yes, ì am íamiliar with the internet. ì like suríìng in my free time. David: ..(6) ? Jane : Mv íavorite \vebsite is www.bbc.com. Key sentences - ì think we haven't mét each other beíore, have we? - Aren't you Miss ? - We mét the other night át a dinner. - I'm very glad lo see you again - Delighted to meet you, Miss - Have you mét Mr. Chen, our manager? - No, ì haven't had the pleasure. - Let me introduce Mĩ. Chen to you. - VVelcome to our company. - Thát is Michael Jones. Mĩ. Bro\vn. - How long have you been working here? Nevv words Nouns/ Noun phrase người mua hàng, khách hàng khách hàng sản phàm thương mại, bán cuộc họp, hội nghị buổi tiếp tàn biêu đồ lổ chức Giám đốc điều hành Trợ lý tổng giám đốc phòng tiếp thị phòng sán xuất phòng tài chính phòng nhân sự Trường phòng sản xuất 24 - customer: - client : - product : - sales: - conterence: - reception: - chan : - organisation : - Managerinơ Director: - Assistant General Manaaer - Marketing Department: - Production Department: - Finance Department: - Personnel Department: - Production Manager: - Finance Director: Giám đốc tài chính - Personnel Manager: Truông phòng nhân sự - responsibility: trách nhiệm - position: vị trí - hierarchy: hệ thống cấp bậc - Personal Assistant: trợ lý riêng - training program: chương trình đào tạo - structure: cấu trúc, cơ cấu - cheek: má - handshake: sự bắt tay Adiectives: - íavorite: ưa thích - popular: phổ biến - formal: trịnh trọng - iníbrmal: không trịnh trọng thân mật - responsible: trách nhiệm Adverbs: - extremely: cực kỳ, rất - probably: có lẽ, có thể Verbs: - introduce: giới thiệu - classiíy: phân loại - report: báo cáo Á T TH E OFFIC E 2 OBJECTIVES • Naming the office equipments and stationery. Using well the adverbs of place, infinitives and gerunds . • Talking about the use of office equipments and the place things are put. Listening and understanding the ỉnstructions ôn something in offíce • Developing the carefulness in work. CONTENTS - Topics: Work place, naming the stationery, identifying and describing the íunctions of office equipments - Language: Adverbials of place, Infinitives and Gerunds. - Vocabulary/ Pronunciation: Stationery and office equipments, consonants & intonation. - Skills work: - Listening and talking about the place of things and the use of office equipments. - Reading about the instructions ôn stationery and office equipments. - Writing about the location of some places in your city. - Follow úp: Using the correct verb íbrm Listening and practicing the dialogue (VCD) 26 1. SNAPSHOT Firs t day s á t th e offic e Talk about the se questìons 1. What should you do to make acquaintance with your new colleague? 2. Should you talk about stationery and office equipment íirst? Why? Or Why nót? 3. Is official work difficult for everyone? And for secretaries? 4. Ten us the feeling ôn the first day you come to the office? 2. CONVERSATION Saying vvhere things are át the office A/ Graphic Co. Ltd, is a fictitious company located in Siam Square in Bangkok. A few days earlier Graplùc hired a new secretary, Miss Soap Kansan, the office manager át Graplùe, is HOM' shoyving Soap around ôn her ỷĩrst day át the ọffĩce. u n >2 7 Kansan : Good morning . Are you the new secretary? Soap: Good morning. Yes, that's right. My name's Soap. K : VVelcome to Graphic, Soap. My name's Kansan. r u show you around. ỉ : Thank you, Kansan. K: Your desk is over there ôn the right, and r u be over here át the desk in the front. «!: Right. K: The íiling cabinets are over there in the rear. Let me show you. ị: Yes, of course. K: The accountants are using the Ieft cabinet. Most of the fĩlesthát you will be working ôn are in the right cabinet. ỉ: Yes, < : Reports ôn present activities are in the tóp dravv, brochures are in the second drawer from the tóp, and so ôn. ỉ : Yes, í : Bút ì think thát you had better have a look around yourself and make yourself át home. ỉ: Sure. Thanks, Kansan. B/ A visitor to the Graphic ọffĩces would like to know about a ptace in the Graphic Tower Building and the secretary mitst give directions to places in the building: R : Good morning, sir. Could ì help you? V : Good morning . ì am an engineer from IBM. ì vvas asked to come and repair one of your computers. R : The computer room is ôn the second floor, sứ. It's át the end of the hall ôn the left. V : Thanks a lót. R : You're vvelcome, sir. 3. LANGUAGE STUDY Adverbials of place VVhere is the operator's desk? the typist's desk? Where are the magazines? the brochures? Where is the manager's office? the accounting department? Mĩ. Brown's office? Expressions - ôn the left / ôn the right. - in the ẩont / in the rear (back) It's ôn the left. It's near the left desk. They are in the bookcase. They are in the nung cabinet. It's over there - ôn the second floor - ôn the third floor. - át the end of the hai! - down the han - opposỉte the stairs - the first room ôn the left. - near (next to) the left desk / far from the right desk - ôn the ẩont desk / under the telephone. 29 - in the tóp dravver / in the bottom drawer - ôn the tóp shelf / ôn the bottom shelf. - here / over there - át the end of .... - down / úp .... Can you add some tnore of adverbials of pỉace Pair work Ask your íriend about different places át his/her office. - his/her desk - the manager's offíce - the bathroom. 4. VVORD POYVER stationery and office equipments 0 1. desk 15. Svvitchboard 30. glue 2. (desk) drawer 16. typing paper 31. cutter bar 3. desk chair/ 17. carbon paper 32. calendar swivel chair 18. notepad 33. waste basket 4. íìling cabinet 19. diarý 34. letter basket 5. bookcase 20. file(s) 35. brochure (s) 6. (water) íòuntain 21. envelope(s) 36. catalogue(s) 7. typevvriter 22. ruler(s) 37. magazine(s) 8. calculator 23. (sét) square 38. blotting pad 9. computer (P.C) 24. paper clip(s) 39. papervveight 10. diskette(s) 25. thumbtack(s) 40. box(es)/ container(s) 11. keyboard 26. stapler/ staple(s) 41. fax machine/ íacsimile 12. monitor 27. punch 42. photocopier 13. reading lamp 28. tape 14. telephone 29. (a pair of) scissors. 5. CONVERSATION Use of equipments 31 Daniel: Hey! A nice computer! What's this for? Andrea: That's modern . It's used to connect the computer to the phone line. So ì can send faxes and access the internet. Danỉel: So you can go ôn Iine and all thát? Andrea: Yes, and ì use the VVorld Wide Web for finding information ôn astronomy movies, UFOS-just about anything . Daniel: Sports? Cars? Andrea: Uh - huh. And ì can exchange iníbrmation with people, too. ì belong to a "chát group" ôn astronomy. Daniel : Hmm, ì just use my computer to vvrite letters and reports. Andrea: Why don't you get ôn the Internet? It's nót really expensive. Daniel: May be ì will. ít sounds like fun. 6. LANGUAÍỈE STUDY lnfinitives and Gerunds ỉnfìnitives and Gerunds can describe a use orýunctìon (something) be used for V-ing can use (something) to inýĩnitive Examples: Ì. A modem is used to connect computers to phones. = It's used for connecting computers to phones 2. Computers are often used to write letters. = They're often used for writìng letters. 3. ì can use the World Wide Web to find iníbrmation. = ì can use Ítfor finding information. Practice AI Thỉnk of the/unction and the advantages ofthe following equipments mả fill in the blank. 52 Equipment Function Advantages 1. Word processor Displays ôn a - You can see the whole text ít is for recording 2. Dictating machine 3. Telex 4. Facsimile machine onto ít is used and receiving ít is copies of documents, pictures, etc... - secretaries don't.... to... - day and - inexpensive. - posting BI Complete the sentences below using the informatỉon /rom the table. (choose the nghi/unction) . The first one has been dom foryou Example : Tlìis is a siapler. ít is used for/ĩxing pieces of paper together. Equipment Function 1. stapler 2. hole punch 3. ruler 4. tipped fluid 5. paper clips 6. reiníbrcement rings 7. paper glue 8. rubber 9. pencil sharpener - stick one piece of paper to another - fix pieces of paper together - make holes in paper stronger - erase mistakes - make holes in paper - correct mistakes - draw straight lines - sharpen pencils -hold pieces of paper together Here is some of the language you can use to identiỷy and describe the ỷunction oỷequipment. Identifying equipment This is a word processor This is a facsimile machine This is a telex machine Describing its íunction ít displays text ôn a screen. ít is for sending copies of documents, etc. ít is used for sending and receiving 33 Notes - "ít is for V-ing "describes the íunction of a piece of equipment. - "/í is usedfor....V-ing " also describes the function of a piece of equipment. - "ít displays..."'We also use the present simple to describe the function of a piece of equipment. Group work Each group should select 10 different items of office equipment, then write thèm down ôn a separate small piece of card or paper.One member of the group receives the card and know what is written ôn Ít, The other makes questions about its íunction : Is Ít used for ? Isit/or. ..? The person holding the card can only ansxver "yes", or "no". Át Iast we can guess the name of equipment in the card. 7. ữ PRONUNCIATION Consonants, intonation AI Voiced & voiceless consonants Some consonants are voiced & some are voiceless. When you say a voiced consonant, there is a vibration in your throat. When you say a voiceless consonant, there is no vibration. The voiced/voiceless difference can often show two different words. • Put your fingers ôn your throat and say these sounds. VVrite voiced and voiceless next to the correct list. /b/ lài /g/ /v/ /z/ ni ịĩị ỉm/ ỉn/ /w/ /p//t//k//f//s//h//s//ts/ • Listen and tick (V) the words thát you hear. girl curl Suê zoo pig big pick pig puĩl bùn rabbit rapid two do sent send come giun loose lose 34 BI Question intonation: As a general rule intonation rìses ôn a Yes/No question andỷaìls ôn a statement. Do you get úp early ? Yes, ì do • Listen. Is ít a statement or a question? Tick s or Q in the table. 1 2 3 4 5 6 7 8 s Q Listen to the sentences and check your answers. Listen again and repeat. ỉntonation only rìses ôn YeslNo questions. In Wh-questions, the intonation falls. Listen to these examples Do you live near here? Where do you live? Mark the intonation cu/ve above eơch question. 1. What's your name? 2. Have you gót a pen? 3. What do you do? 4. What are you doing? 5. Do you enjoy Ít? 6. Are you going out tonight? Listen, check and repeat. Pair work Work with a partner. Ask and ansvver the questions. 35 8. ữ LISTENING The first vvorking day Listen to the dialogue and then /ỈU in the bìanks. Jane: Good morning, Miss Henry. So this is the first day for you to work here. ì hope you'll like your job. Henry: Good morning, Miss Jane. I've gót (1) from you. ì think n i enjoy working with you. Jane : ì hope so. Now let me tell you (2) here. This is your desk. Please sít down here. Henry: Thank you. Jane: Your main duty is to (3) and transíer thèm to the person wanted. Henry: ì séc What if the person (4) ? Jane: In thát case, you (5) ask the caller to leave a message. Henry: Is there anything else ì should do? Jane: Yes, you are (6) keeping alỉ the íiles in order. Henry: AU right. Jane: If you have any questions, ì will help you. Henry: Thank you. 9. READING Offỉce stationery and equipments In spite of the fact thát last week ì personally instructed you to tighten úp ôn the arrangements for the storage and supply of stationery and equipment, these sún leave much to be desired. AU the cupboards are in a state of disorganization and ì can nót rely ôn íinding even the most essential piece of equipment. Ôn Friday, for example, ì was obliged to spend the best pari of half an hour looking for a paper clip before coming across a box of thèm hidden under a pile of íòlders in your in-tray. In spite of a very thorough search ì failed to discover vvhere you keep new typewriter ribbons. By the end of this vveek, ì shall expect you to have tidied úp the whole office, bearing in mind the following points: 36 The steel cupboard in your office should contain a supply of paper clips, elastic bands, drawing pins and staples sufficient to meet immediate needs. Although we have little occasion to use thèm, a bottle of glue and a ball of string should be available. AU these items must be conveniently placed and ì vvould appreciate being infonned of their vvhereabouts'. Every desk in the office should be provided with a pencil sharpener, ruler, stapler, punch, sell tape, scissors, and a sét of felt-tipped pens. If every person has these things to hand, we shall nót have to vvaste endless time looking for such items of equipment. The built-in cupboard to the right of the door should be reserved for storing stationery. Remember to label each shelf clearly so thát no one has any trouble in íìnding headed notepaper, copy paper, carbon paper, envelopes and stencils. ì vvould strongly advise you to pin úp a blank sheet of paper ôn the inside of the cupboard door for the purpose of noting dovvn what items you need to re-order. Box files are meant to be stored upright ôn shelves for easy reíerence, Ít is most inconvenient to have to search for thèm in cupboards. Check the filing cabinet to ensure thát all the pockets are labeled. The present niling index needs updating. Too many files are being allovved to accumulate in the niing trây. Please see to Ít thát all reports and letters are refilled promptlv even if this means holding úp the routine typing. Answer the following questions: Ì. Is the secretary in the passage used to putting Ihings tidily ? 2. What are the things thát should be put in the steel cupboard in the oẩĩce? 3 Why should you pin úp a blank sheet of paper ôn the inside of the cupboard door? 37 lo. YVRITING How well do you know your city? Write where the following places are in your city: MY CITY YOUR HOUSE : My house is YOUR OFFICE/ SCHOOL: THE BEST HOTEL: The best hotel is It's ôn THE BIGGEST DEPARTMENT STORE: YOƯR FAVORITE RESTAURANT: F()LL()VV ÚP ỉ. Complete the conversation, using the verbs in brackets and putting thèm in the right tense. Mary Malone: ...No\v, the filing cabinets are over here. ì ịahvays I keep) íìles thát Mĩ. Graber is likely to want here in the office . He (like) to have the files he (currently work) ôn in his own offíce, and of course dead fíles we ịstore) in the department's central niing system. Miss Schneider: Yes. ì (see). ì ịsuppose) there's an index, is there? Mary Malone : Yes, ì (retype) Ít át the momenl. Here we are. ít (probably I look) rather confusing bút ì {expect) you'll soon get the hang of Ít . We (use) a numerical system, which I'm sure you (know) ai! about. Each subsidiary ịhave) an initial code 38 Miss Schneider: Mary Malone : number: 3 for example (refer) to our factory in Clermont Errand, and the other numbers (refer) to particular subject areas. Mr. Graber (think) oi reorganizing Ít, bút ì (hope) he (do noi) as ì ựind) it's efficient enough as Ít is. ì (see). VVhere (keep) things like staples and paper clips? Over in the cupboard. It's a bít ôn the full side, and ì (try) to get a proper cupboard for storage from Office Services, bút they (nót be) very helpíul át the moment. Miss Schneider: Am ì responsible for ordering the things ì need? ì mean, (/ / indent) for odds and ends from Office Services, or Ợlorder) thèm myselí? Mary Malone : You (have to) indent for thèm, although it's inconvenient, and then they ịtake) a day or so to send thèm úp, which is why ì Ụ ì ke) to order in plenty of time. Now, can ì show you this circulation list? Mr. Gabber Ợiave to) write a quarterly report, statistics of sales and so ôn, which you... ĩ. Choose the suitable words and/ỈU in the blank: chronological difficult keepinq documents nem holding recent easy stapler talk explain Ịasten tide Sheen : Excuse me, Miss Austin. ì can't quite follow the Filling Instructions. Would you please (1) thèm to me? Austin Sheen : Austỉn: Sheen : Austin : Sheen OK. Naturally every company has its own way of (2) files. Now let's look át the Instructions. The fưst.... "Keep the documents in each file in (3) order" Yes, this is quite essential. People can get the most (4) documents ôn tóp of the other ones. Next is about removing clips and pins thát (5) papers. ì don't see why we often use clips and pins to íasten some papers. It's an (6) way. Bút it's also easy for single sheets to be caught by clips and pins and then, people sometimes find Ít diffĩcult to get the (7) they want Oh, ì séc r u use (8) then. 39 3. Listen and repeat the following (Vỉdeo CD) Greetings: Receptionist: Good morning, are you Jane? Jane : Yes, Pm Jane. Receptionist: You are just ôn time! Jane : Can ì go úp? Receptionist: Yes, Mĩ. Smith is vvaiting for you ôn the fifth floor. Jane : Thank you. David: Come in. Hello, Jane, how are you today? Jane : Fine, thanks. David: Are you ready to start work? Jane : Yes, ì am. David: ì am a little busy now, so my assistant Anna, will take care of you. Wait and r u can herfor you. Jane: OK David : Anna, could you come next door and show Jane around. please. Thank you. In the new offỉce. Anna: And this is your new office. Jane : It's nice and bright. Anna: And my room is right next door. Jane : Is there a telephone intercom system? Anna : Yes, there is. Jane : And is Ít easy to use? Anna: Yes, Ít is very easy to use. Jane : How many people are working in the marketing and sales department? Anna: There are about 20 people vvho vvork in the department. Jane : And am ì the youngest employee? Anna : Yes. you are. This is your job description and contract. r u need you to revievv thèm and sign thèm. Jane : ì think ì need some time to organize myselí. Anna : That's fine. r u be back in about 30 minutes Jane : That's plenty of time, thank you. 40 New words Nouns: - acquaintance: - colleague : - stationery: - equipment: - ílling cabinet: - accountant: - diary : - íountain: - calculator: - note-pad: - switchboard: - thumbtack: - stapler: - cutter bar: - punch: - astronomy: sự làm quen đồng nghiệp vãn phòng phẩm thiết bị tủ đựng hồ sơ nhân viên kế toán nhật ký bút mực máy tính (nhỏ) tập giấy tổng đài đinh bấm cái dập ghim dao cắt cái bấm lỗ thiên văn học - facsimile machine: Verbs: máy fax - connect: - belong (to): - erase : - sharpen : - display: - transíer: - instruct : - tighten: - tidy úp: - contain: - provide: - ensure: - label: kết nôi thuộc về tẩy, làm sạch sắc biểu diễn, trình bày chuyển đổi hướng dẫn thắt chặt làm cho gọn gàng, sắp xếp chứa đựng cung cấp bảo đảm gắn Adiectives: - convenient : tiện lợi - inconvenient: bất tiện - sufficient: đủ, có khả nâng - essential: có ý nghĩa - straight: thẳng, trực tiếp Adverbs: - promptly : ngay lập tức - personally : một cách cá nhân. riêng tư 42 RECEIVIN G VISITOR S 3 OBJECTIVES • Understanding the structures with their functions Would you like...? Would you mind...? • YVelcoming the visitors, asking their need and giving respond. • Developing the good behavior ỉn receivỉng visitors CONTENTS - Topics: Welcoming visitors, making offers or requests. - Language: Would you like ...? and Would you mind...? Expressions to \velcome visitors - Vocabulary/ Pronunciation: Topical words. / ì /. / i: / and sentence stress. - Skills work: - Making offers and requests - Reading about the forms of communication -VVriting the situational dialog - Follow úp : Making a conversation, Listening and completing the dialogue (VCD) 1. SNAPSHOT 4 Talk about these questions Ì. Do you like meeting new people ? Why? 2. What are some common topics of conversation when first meeting someone? 3. Do you find Ít easy or difficult to start conversation with someone you've just mét? 4. What do you do vvhen you have to attend to visitor who's vvaiting in your office? Office vvork nót only implies being efficient and qualified in specific job functions bút also being helpful and polite when dealing with people, especially visitors. When receiving visitors the first important step is greeting thèm and introducing ỵourseự. Sometimes it's necessary to offer thèm a se* ^ a cup of coffee. And many times. visitors need accurate directions for finding theìr way 44 around the office. Finally, small talk also plays an important role, short conversation about the ílight, the weather or other common topics thát puts the visitors ease. 2. CONVERSATION Visitors with an appointment Secretary: Visitor: Secretary: Visitor: Secretary: Visitor: Secretary: Visitor: Good aíternoon, sir. May ì help you? ì have an appointment with Mr. George for 2:00. May ì have your name please, sir? Jack Smith of Edmond Bank. I'm aẩaid, Mr. Smilh, you are a little bít early for your appointment today. Would you mind waiting for a while? r u tell Mr. George thát you're here and see if he can meet you now. Never mind. Would you please sít down? r u be back in a minute. Thank you. 45 Secretary: (Return) Sorry to have kept you waiting. Mr. George is free now. He's expecting you át his office. VVould you please follow me, Mr. Smith? Visitor: Thank you. 3. LANGUAGE STUDY VVould you like... and VVould you mind (showing oíĩers and requests) Would you like (sb) + to infinitive...? VVould you like Noun ? VVould you mind v-ing ....? ỉ n . 9 Example: Would you like me to cai! thèm for you? VVould ỵou like a cup of tea? VVould you mind waiting for a while? Would you mind nót closing the door, please? VVould you mind if ĩ open the door, please? Expressions Offers: Can ì take your coat? Shall ì can a taxi? Would you like to take a seat? Would you like me to cai! thèm for you? Accepting: Yes, please. Yes, that's very kind of you. Yes, thát would be very nice. 46 Declining: No, thanks/ no, thank you. Thank you, bút it's nót necessary. Thank you, bút no. Practice AI Match the requests wUh the appropriate responses. Then compare wtíh a partner and practice thèm. (More than om answer may be possible) Ì. Could you lend me tvventy dollars? 2. Would you mind picking úp a sandwich for me? 3. Can you help me move into my new apartment tomorrovv? 4. Would you mind nót smoking here ? 5. Would you please move your car? It's blocking my drivevvay.... 6. Would you mind nót talking so loud? a. We're sorry. We'll talk more quietly. b. Sorry. r u do Ít right away. c Oh I'm sorry. ì didn't realize this was the non-smoking section. d. Are you kidding ? Um totally broke! e. Fm really sorry, bút I'm busy. f. Sure, no problem. I'd be glad to. BI Offerìng the following to a visitor. Ì. Drink something. drink something? 2. Take your coat. take your coat? 3. Reserve a table for you,. reserve a table for you? 4. Take an earlier ílight. take an earlier ílight? 5. Do anything else for you. do anything else for you? c/ Complete the folỉowing sentences wìth appropriate words to accept ÓT decline the offer. Ì. Can ì get you a drink? please. 47 2. Would you like a biscuit? you. 3. Would you like me to book a taxi? bút 4. VVould you like lo go to the theatre tonight? Yes, nice. 5. Would you like me to collect you from the hotel tomorrow? you, bút Pair work Make a clialogne following the instructions: - introduce yourself - explain thát your boss will be free in a few minutes - offer to take his/her coat - invite him/her to sít down. - offer something to đrink - make other appropriate offers according to Mr./s needs 4. CONVERSATION Visitors vvithout an appointment A : Good morning, SÍT. Can ì help you? B : Yes. Và like to see your manager, please. A : Do you have an appointment? B : No. Fm aẩaid ì haven't. Bút r u take just a few minutes of his time. A : Could ì have your name, please? B : My name is Bin Jones. Fm from Johnson Motorcycles. Here is my business carđ. A : Thank you, Mr. Jones. And can ì ask what you wish to see him about? B : I'd preíer to explain thát to him directly. A : Pin sorry, bút I'm told to get this iníbrmation from every caller. B : ì séc Well, ì hope to know if he is interested in our new type of motorcycles. A : Please have a seat. Let me see if he is available. (To Mr. Jackson ôn his extension) Mr. Jackson, Mr. Jones of Johnson Motorcycles is here and would like to see you for a few moments...I séc AU right. (To Mr. Jones) ĩ'm sorry. Mĩ. Jackson is occupied now. He may want to get in touch with you in the afternoon. r u give him your calling card. B : Thank you very much. A : Thank you for calling . Good-bye. B: Good-bye. 5. LANGUAGE STUDY Receiving visitors - May ì help you, sir? - Do you have an appointment? - Could ì have your name, please? - Would you please wait a moment ? - Mr. / Mrs. ... is expecting you át his/her offìce. - Mr./ Mrs is occupied át the moment. - r u see if he/she could meet you right now. if he/she is available. Guiding visitors - Welcome to our company. - We are honored by your visit. 49 - May ì shovv you our computer room? - This is the new research center. - ít takes about an hour by car to get to our plant in the suburb. Thanks - Thanks - Thank you very much - Thank you a lót. - Thank you for + N/ V-ing. - That's very kind of you. Answer to thanks - You're welcome. - No trouble át all. - It's my pleasure. - The pleasure is mine Practice A I Choose the best ansvver. 1. Can you put me through to Miss Evans, please? a. r u see if she's in her office át the moment. b. Fve gót the vvrong number. c. r u check again. 2. Isn't thát Seattle then/ a. No, the number has changed. b. No, you must have the wrong area cođe. c. Sorry, ì may have dialed the wrong extension. 3. You asked me to coníirm the dates of delivery. a. Yes, that's the best time for thèm. b. Yes, let me just get a note pad to write thèm down. c. Yes, they'll come to England soon. 4. No, this isn't the metal Case company. a. So sorry to have troubled you. b. r u call again later. c. Can you connect me with Mr. Mansour, please? 50 5. Miss Pearce asked me to call this morning. a. Sorry, your number is the wrong one. b. Do you knovv the area code? c. Bút there's no person of thát name here. 6. We can let you know what sizes are available. a. Thank you. ì know thèm b. Thanks. I'm glad that's OK now c. Thanks. ì cam order what we need then. BI Complete the following conversations with phrases /rom the lỉst below. Use each phrase only once. Ì Good morning . Could ì speak to Jane Lewis, please? ĩ Lesley Winwood. 3 She said she'd be in all morning . 4 Jane Levvis. 5 Ah yes, Ms Winwood, it's about... 6 Lindberg, did you say? 7.. There's no one here by thát name. 8 Yes, this is 08 46 24. 9 That's all right. Anglo-Svviss Travel, Heidi Richter. Morning. Could ì speak to John Peat? 10 Peat. l i Oh, hello Steve. Hovv are things? 12 51 13 Yes, they're the ones we discussed: the 12lh and the 19lh. 14 Of course. Bye now. a. Yes, that's right. b. Yes, hold the line and r u put you through to him. c. Good. You'll confirm thát to me in writing? d. You asked me to cai! as soon as possible. e. Hold the line, please anđ r u see if she's in. f. Who\s calling, please? g. Morning, John. Steve Jones here. h. Oh, isn't there? Could ì check the number? i. Fine. You asked me to call back about the Geneva group. j . Could ì speak to Mrs. Lindberg, please/ k. Hello, ì can connect you now. 1. Reynolds Bicycles, good morning. m. Oh, I'm sorry. ì must have dialed the vvrong number. n. Yes, can you coníìrm the dates now? 6. VVORD POVVER ít is useful to make a list of the words you use when you talk about a subject. Put each of the words below into the correct list. agenda cỉassifìed ad. minutes reservation CEO commercial (li) overtime room sen ice applyfor exchange rate owe stapỉer campaign fax slogan computer chairperson fìlling cabinet profit training check ìn inter\'iew refund weekend rate 1. Advertising 2. Hotel 52 3. Job 4. Meeting 5. Money 6. The officc 7. ữ PRONUNCIATION /ì/, / í: /, sentence stress AI The sounds III and I ì: I Some vowels are short, some vowels are long. The short/long difference is important, because Ít can shovv two different words. Examples: cát /ổ / cart / a / fÍt / ĩ / feet l i: I Say these words: hiu he'li Ít eat live leave slip sleep vvill vve'11 his he's chip cheap rích reach sít seat hít heat nu feel this these Listen and tích {\) the words you hear. Listen ligaili and repeat. 53 BI Sentence stress Nót all of the syllables in a sentence are stressed equally. Listen to tliese sentences. What kind of words have the slress? • • • • • • r u see you tomorrovv. What do you vvant? • • • • • • I'm going to have a drink. Eaclì sentence in the conversation has two stressed sylỉables. Listen li nà mark thèm. A Where are you going? B Fm going to the shops. A Can ì come with you? B Yes, if you like. A Are you taking the car? B ì want to walk. Ả Bút it's starting to rain. B Thát doesn't matter. A Oh„ r u stay át home then. lĩ OK. See you later. Listen aiìd clieck. 8. ữ LISTENING Listeiì ro the dialogue and answer the following questions: a/ What is the boss's name? bi What about the visitor's name? c/ What company does the visitor work in? ái Can the visitor meet Mr. George? e/ What \vould the secretary offer the ouest? ty What is the last sentence of the secretary can you hear? 54 9. READING Communication forms Reưd the passage care/ully and then clìoose the best answer to questions below: Ever since humans have inhabited the earth they have made use of various íbrms of communication. Generally this expression of thoughts and feelings has been in the form of oral speech. When there is a language barrier, communication is accomplished through sign language in \vhich motions stand for letters: words and ideas. Tourists, the deaf and the mute have had to resort to this íbrm of expression. Many of these symbols of whole words are very picturesque and cxact and can be used internationally; spelling, hovvever, cannot. Body language transmits ideas or thoughts by certain actions, either intentionally or unintentionally. A wink can be a way of Airting or indicating thát the party is only joking. A nod signiíies approval, while shaking the head indicates a negative reaction. Other forms of nonlinguistic language can be found in Braille (a system of raised dots read with the íingertips), signal flag, more code, and smoke signals. Road maps and picture signs also guide, vvarn, and instruct people. VVhile verbalization is the most common form of language, other systems and tcchniques also express human thoughts and feelings. Cìioose the besl answerfrom A, B, c, D 1. Which of the following best summarizes this passage? A. When language is a barrier, people will find other forms communication. B. Everybody uses only one íbrm of communication. c. Non-linguistic language is invaluable to íoreigners. D. Although other forms of communication exist, verbalization is fastest. 2. Which of the follov\'ing statements is nót true? A. There are many foiTns of communication in existence today. B. Verbalization is the most common form of communication. 55 c. The deaf and mute use an oral form of communication . D. Ideas and thoughts can be transmitted by body language. 3. Which form other than oral speech vvould be most commonly used among blind people? A. Picture signs B. Braille c. Body language D. Signal flags. 4. Hovv many different forms of communication are mentioned here? A. 5 B. 7 c. 9 D. 11 5. Sign language is said to be vcry picturesque and exact and can be used intcrnationally except for: A. Spelling B. Ideas c. Whole words D. Expressions. 10. WRITIN(Ỉ Write ít sittuitionat dialogfollo\ving the suggestions: Secretarỵ. Greeting. suggest help, ask the guest's name and purpose of the visit, intbrm the Director and give the respond. Guest: Speak out the reason to visit, and agree with suggestions of Secretary. FOLLOW ÚP AI Role play You vvill be asked to imagine thát your boss has been delayed for an appointment \vith a visitor. Your task is to receive the visitor and enga°e him in the conversation until your boss arrives. Some of you will be asked to play the parl of the visitor. • If you are the visitor, you should: Introduce yourselí. Respond to \vhat the secretary says. Ask the qucstions shinvn ôn your role card - If you are the secretary you should: Grect the visitor. 56 Explain the delay. Start úp a conversation. Ansvver any questions the visitor may have. BI Complete the following dỉalogue, then listen and check (Video CD) Greeting a client. Reception: Yes, thank you. Goodbye. Jane : Mĩ. Smith is here to meet Mr. Johnson. Reception: Do you have an appointment? Jane : Yes, 10 a.m Reception: Mr. Johnson is waiting for you. Jane: (1) ? Reception: Please take the lift to the fourth íloor. Jane : Thank you. Reception: You're welcome. John : David, (2) David : Hello, John, it's good to see you, toe John : David: Jane : John : Lisa : Jane : Lisa : David: Jane : Lisa : John : Lisa : John : David : Key sentences - Và like to see the manager. - Do you have an appointment? - Is Ít possible for him to see me now? - I'm aẩaid Mr. Liu is engaged át the moment. - Would vou mind vvaiting? -1 can't wait thát long. -1 have another appointment át ten. -1 doubt if anyone else would know about the matter. - ì suppose that's the best thing ì can do now. - r u make a note of thát and ask Mr. Liu to coníìrm. - Fm sorry about the coníusion, bút r u see you ôn Thursday. - Can ì be of any assistance? = Can ì help you? -1 have an appointment vvith Mr. Brown át 10 o'clock. - r u ten Mĩ. Bro\vn you are here. - Mr.Black is here for his 10 o'clock appointment. - Mr. Bro\vn \vill come down to see you in a minute, Mr. Black. -1 was delayed by the traffic jam. - Mr. Smith is expecting you. - Would you please sign the visitor's book? New words Nouns: - assistant : người trợ lý, giúp đỡ - coníưm (v / n): xác nhận. chứng thực - sign (n / v): ký tên. dấu hiệu - easc : sự thoải mái - slogan : khẩu hiệu - profit : lợi nhuận - refund: sự trá tiền - reservation: sự đặt trước - barrier: rào chắn - approval : sự đồns ý 58 - Hngertip: đẩu ngón tay - verbalization: sự phát triển Adiectives: - specific : chuyên, đặc biệt - blind : mù - accurate : chính xác - occupied : bận rộn Verbs: - follow : theo sau - inhabit: cư trú, sống ở - get in touch : liên hệ, liên lạc - accomplish : hoàn thành - nin : đùa, rung -dial: quay (số) - transmit: chuyên giao, truyền - apply for: xin - indicate : chi ra Adverbs: - especially : đặc biệt - Hnally : cuối cùng - directly : trực tiếp - intentionally: có ý định PHON E CALL S 4 OBJECTIVES • Using well the structure of request, permission, telephone language. • Making polite requests, asking for permission, accepting or reĩusing permission. Making a phone can, ansvvering or transferring phone. • Being Aexible in vvork. CONTENTS - Topics: Telephone language, making contacts and exchanging information over phone - Language: Polite requests, asking, accepting or reíusing permission. - Vocabulary/ Pronunciation: Using nouns in groups, Vowel - u -, word linking. - Skills work: Listening to check information Ansvvering phone, requesting a person or services, transíerring a phone call Reading about the speaking tips forthe telephone. - Follow úp: Choosing the correct word in italics Listening and practicing the dialogue (VCD) 60 1. SNAPSHOT Who's calling, please? Talk about lliese questions 1. Must the person calling announce his/her identiíy vvhen making a phone can? 2. If the person vvanted is nót there, what should the phone receiver say? 3. Can you gi ve some polite ways to ask for iníormation in the phone can? 2. CONVERSATION Getting through (Miss Chen, the secretary ofXinhua Computer Equipment Corporation A cìieiìt, wlío woiild li ke to taỉk with the manager Mr. Hunter about buying some computer softwơre). Miss Chen: Xinhua Corp. Hi, Chen Ping speaking. Mr. YVood: Hello, Pd like to speak to Mĩ. Hunter, please. Miss Chen: May ì ask who is calling, please? 61 Mr.VVood: Mv name is Herbert Wood of Lanxing Computer Company. Miss Chen: Thank you, Mr. wood. One moment, pleasc... (into PBX) Mr. Hunter, Mr. Wood of Lanxing Computer Company is ôn the line. Mr. Hunter: Can you find out vvhat he wants? Miss Chen: Yes, Mr. Hunter. (To caller) I'm sorry to have kept you vvaiting, Mr. Wood. Mr. Hunter is rather busy now and would like to know what you wish to speak to him about. Mr. VVood: Yes. We vvant to huy some computer software and talk about developing some another software for special purpose. ì don't know \vhether you are interested or nót. Miss Chen : ì séc Thank you very much, Mr. Wood. Would you wait a moment, please? (to PBX) Mr. Hunter, Mr. Wood vvants to huy some computer software. Mr. Hunter: ì séc Put him ôn line two. Miss Chen : Yes, Mr. Hunter. (to caller) Mr. Wood, I'm very sorry to have kcpt you \vaiting. r u connect you with Mĩ. Hunter. 3. LANGUAÍỈE STUDY Expressions for receiving and makỉng calls - Answering át a switchboard. Good morning / Good afternoon/... / Hitachi Ltđ. Can / May ì help you? - Answering in an office or ai LI private number. Hello/Good morning.. ..Accounts Department speaking/ here. - Answering hy giving a teleplìone number. Hello, 987 6543... - Requestinạ identity. Who's calling, please? Who\s speaking, please ? Can ì have your name. please? May ì ask who's calling ? - AskiiìỊị to speak to someone Vả like to speak to ....(sb).. 62 Could you put me through to ...(sb).. - Saying someone is nót available Fm afraid she's in a meeting he's ôn holiday. the line's engaged (extension Number) there's no reply. Pm afraid she isn't in át the moment. Sorry, she's just gone out. Would you like to ring back later? He's avvay for a few days. Can ì take a message? - Ringing off Thanks a lót. Goodbye. r u get back to you soon. OK, Bye bye. Practice AI Match the yvords and phrases (1-10) with sỉmilar meanings (a-j) 1. The line's busy a, r u connect you 2. Will you hold? b, One moment 3. r u put you through c, An office number 4. A code d, Could ì have your name? 5. An extension number e, I'm ready 6. Who's calling please? f, The line's engaged 7. Hold ôn g, A country or area number 8. This is h, Is thát all? 9. Go ahead i, Can you wait? 10. Anything else ? j , speaking. BI Choose the missing words /rom the box. after bách calling ìiold the Huê in moment reach ring úp see 63 1. Hello, who's thát ? 2. Just a , please. 3. r u if she's here. 4. r u get the iníormation you want , please. 5. You asked me to when ì was in town again. 6. Sorry, he's nót át the moment. 7. You can him any evening six o'clock. 8. Well, ì can ring later ifit's convenient. c/ Choose the best answers 1. I'd like to speak to Mr. Kahn, please. a. Yes. b. Fm afraid he's nót here át the moment c. Well, you can't. 2. Can ì speak to Mĩ. Kahn, please? a. Hold ôn, please. b. Don't go away c. AU right 3. Could ì speak to Mr. Kahn, please? a. Who's calling? b. Who are you? c. What's your name? 4. Who's speaking ? a. ì am Fred Bentley here. b. This is Fred Bentley here c. Fred Bentley speaking. 5. Can ì ring you back later/ a. Yes, ring me b. Yes, please do c. Of course, yes. 6. When can ì reach you? a. one hour b. When you \vant c. r u be in all evening. 64 4. CONVERSATION Phone to change arrangements Operator: Chris Ingersoll: Operator: Chris Ingersoll: Operator: Chris Ingersoll: Mr. Data: Chris Ingersoll: Mr. Data: Chris Ingersoll: Mr. Data: Garston Motors Limited. Good morning . Good morning, IBD industries here. Vá like to speak to someone about an order. Is Ít for motors, caller, or for parts? Both, actually. ì séc r u put you through to Mĩ. Data. Thank you. Data speaking. IBD Industries, Chris Ingersoll here. Morning, Mr. Data. Er Can ì ask you to put forward our order? Well, we'll séc What's the order number, please? Er... D' you mean...? It's ôn the order acknowledgement we sém to you. It's probably a serial number starting MU and so ôn. 65 Chris Ingersoll: Ah... yes, I've gót Ít, Er... MU / 3721. Mr. Data: Right, You ordered two KS pump motors and a series of spare parts. Chris Ingersoll: That's Ít. Could ... could you possibly put forward delivery to next month? We need thèm sooner than we thought. Mr. Data: Next month. And .. .umm.. .you originally speciHed delivery át the end of May. r u see what we can do. Can ì ring you back, Mr. Ingersoll? Chris Ingersoll: Yes, Và be very glad if you vvould . Er...we thought May would be OK bút we've been given shorter deadlines ourselves. We'd very much like to have the order in April if át ai! possible. Mr. Data: Right, Could you give me your phone number? Or is Ít the one ôn the order? Chris Ingersoll: Yes, that's the number. Let me give you my extension too. It's 319. Chris Ingersoll. Mr. Data: OK, you'll be hearing from me. r u give you a call this aíternoon. Chris Ingersoll: Ah, that's fine. Thanks very much . Goodbye. Mr. Data: Goodbye. 5. LANGUAGE STUDY Requests & permissions Requests ịasking other people to do things) Can you ? Could you...? VVould you....? Reply: Yes, certainly / of course Fm aíraid .../ I'm sorry bút Asking for permissiun (askìng ifit 's OK to do things) \Vould VOI! mind if + clause....? Do you mind if + clause....? Is Ít all right if + clause ? May ì / Could ì / Can ì + V ? 66 (ỉiving permission Please do. Certainly. Ycs, of course. Sure. Here you are. Go right ahead. Reĩusing permission and giving a reason I'm aẩaid thát (It's out of order) I'd rather you didn't, VVell, actually I'm sorry, bút Practice A. You are ôn the phone. What do you say in these situations? a, You can't hear the other person. b, You want thèm to repeat something. c, They are speaking too fast. d, You want thèm to spell a word. e, You want thèm to transfer you to the Finance Department. B. Pair work Ask for permission to do thiiiịỊs and give or reýìise permission as following sugqestions. PARTNERA PARTNER B L A VISITOR ÁT AN ()FFICE You would like to smoke, Ask the receptionist. 2 ASECRETARY You would like to move some of the office íurniture. Ask your boss. A RECEPTIONIST (The reception is a no-smoking area. A MANAGER 67 3. A SECRETARY You would like to go home a little earlier because vour mother is át the hospital. Ask your boss. 4. A SECRETARY You would like to tùm úp the air - conđitioning a little. Ask your office manager. AN OFFICE MANAGER (There is a lót of vvork át the office today.) AN OFFICE MANAÍỈER (You've gót a cold) c. Complete the following conversation using each phrase/rom aton Hello, is thát 10127? Ì Can ì speak to Jack Simpson, please? 2 ì séc Well, what time will he be there? 3 Righl, r u óng again then. Thanks a lót. 4 Goodbye. Meg Owen 5 Oh, I'm fine, thanks . You knovv, you gave my address to a ẩiend of yours? 6 That's right . Roger 0'Hare, thát was his name. Do you knovv what I've done? ì can't find his phone number. 7 Ah, thanks very much. ì can call him back novv. That's a real help. 8 Yes, Ít would be nice to see you again. Goodbye for now. 9 I'd like to speak to someone about putting forward a delivery. 68 l i I'm phoning about om order for three motors. 12. Yes, it's FC / 172 / Y. We'd like earlier delivery if possible. 13 OK. Could you ring me back today? 14 That'll be fine. Thanks verymuch. a. r u put you through to Order Inquiries. b. From about two this afternoon. c. rillookitupforyou...It's01 420 5071. d. Yes, late this aíternoon if that's convenient. e. Yes, Ít is. Can ì help you? f. Nót át all. We must meet and have a drink some time. g. I'm aẩaid hc's out of the office át the moment. h. Garston Motors. Can ì help you? i. Right. Well, r u have to check vvith the workshop. j . Can you gi ve me the order number? k. The cne who does computer software? 1. Ordd" Inquiries. Can ì help you? m. Oh. nello, Meg. Hovv are you keeping ti. Yoi're \velcome. Goodbye. 6. WORD P()WER Nouns in groups Example: A pad for messages • a message pad A telephonewith buttons thát you press • ứ press-button tileph Ì. A number br reference • 2 • number unobtainable tone 3. Code for th; area of York • 4. A systcm f»r connecting calls 5 ». electronic text communication system 6. dialing trunk (calls) by subscribers ^. 7 • Boston Symphony Orchestra 8 ». 3 - digit cou ntry codes 9. A system for reserving seats vvith airlines ^. 10 • 6-minute Monday lunch-time call 7. ẩ PRONUNCIATION Vowel - Ù -, vvord linking Wc usuallv pronounce the vovvel - u - with one of three sounds. a. Look át the table and listen to the examples. ì * / lui /ju: / much pin computer b. Wrìte these words in the correct column. bus fuìl museum sun study during CUI imcler tnusic push úp puìi bnsh huqe buslì university use tune just bui! pub c. Listen and check your ideas, then repeat VVord linking Some words have li silent consonaní át the end, especiơlly words ending in -r, -w, uiìd - V. Examples: cai- / ka(r) / few / fju: (w) / my / mai(j) / When one of these words comes before a vowel, w.e pronounce the consonant thát is normallv silent and run Ít ôn. 70 Examples: My car is blue / maika:rizblu: / a few apples / ổfju:w„plz / my arm / maija:m / Where will the extra consonant be pronounced in these sentences Ì. She slept for eight hours. 2. How old are you? 3. We spent our holiday in Spain. 4. This is our own house. 5. Go and play outside. 6. Now it's my tùm. 7. It's át the other end. 8. He's my uncle. Listen ancl check, then repeat. 8. ữ LISTENING (ỉetting through ai You will hear Ray Porter making a phone call. Listen to the íĩrst part and answer these questions. Ì. Who is he going to phone? 2. VVhere does she vvork? 3. What does he want to phone about? 4. What is the number? bi Tick (V) the things thát happen. ũ He gets through to the wrong extension. Ị Kathy is in a meeting. í ! He calls back. • He hangs úp. n He gets through to Kathy's secretary. ũ The line is ensaged. Ũ He dials a wrong number. ũ Kathy calls him back. There's no reply. He leaves a message for Kathy. ì Kathy is out. Kathy is going to be away next week. L He holds ôn. cl Listen to the rest of the conversation and number the evenls in the correct order. 9. READING Speaking tips for the telephone In this age of high technology, the telephone remain one of the most powerful and iníluential tools át your company's disposal. In the right hands, the telephone can dramatically improve sales and public relations. In fact, it's doubtíul \vhether a business could survive \vithout one. As an office-support proíessional, it's úp to you to make the most of this powerful tool. When you talk ôn the telephone, your voice represenls your company. The key to productive telephone is your delivery. When yoiTre ôn the phone, your voice has to carry your message. You can't use body language and facial expressions to make your point clear. Training your telephone voice Since your own room personality as vvell as your company's is reílected over the telephone, you should work to make your telephone voice as effective as possible. Here are a few simple rules to follow for cultivating a pleasant telephone voice: 1. Speak directly into the telephone transmitter. Don't let the telephone drift from its proper position, your voice vvill become difficult to understand. 2. Try to convey a friendly and intelligent interest in the caller. \Vhen someone calls, you want to sound alert and helpíul. 3. Visualize the person ôn the other end of the line. Speak directly to thát person, nót to the telephone. 4. Use simple, non-technical language and avoid slang. For example. át the end of the telephone conversation, don't say "bye-bye" . Slan° can leave a very bad impression. 72 Pronunciation The most important telephone skill is pronunciation. Every syllable of every vvord must be pronounced properly. Othenvise your listener will have trouble understanding you. When you are doubtíul about a pronunciation, say the word slowly, concentrating ôn each syllable, to make sure you get Ít right. Don't be aíraid to use your jaw, your tongue. and your lips to form sounds properly. Speaking Tips - Don't talk too fast or too slowly. A person speaking át the average rate says about 126 words a minute. Suggestion: Why don't you time yourself to find out how fast you talk? If yoiTre very far off the average, you can practice slowing down or speeding úp your delivery. Bút keep a natural pace. You don't have to say 126 words every minute. - Watch out for monotonous delivery. Your voice is capable of more than 1.000 iníections. Try using some of thèm. You can emphasize words by saying thèm át a higher pitch, just as you can emphasize words by pausing after thèm. - Don't vary your volume. VVhile you want to have some variation in the pitch of your voice, you should nót vary the volume too much. Shouting into the phone will only annoy the caller, and speaking too quietly make Ít difficult for you to be understood. Your aim: to speak in a normal conversational tone with plenty of inílections. bút nót too much variation in voice level. - Strike a happy medium. Of course you want to sound pleasant and friendly ôn the phone, bút you don't want to seem too íamiliar. Overíriendliness will jar the person ai the other end of the line just as quickly as a cold tone. Talk about tlic.se quesùons Ì. What are the advantages and disadvantages of using telephone in work? 2. Talk about the simple rules for cultivating a pleasant telephone voice. 3. Is good pronunciation the most important telephone skill ? Why or why nót? 4. Can you suggest some speaking tips besides those in book? 10. WRITING Compỉete the conversation (A : The secretary of the Sơles Department, B : A caller.) 73 A: Good afternoon. Sales Department. May ì help you? B: ..(1) Mr. Gao, please? A: r u see if he is available. Who shall ì say is calling. please? B: John Smith. A: (2) Mĩ. Gao is in a meeting with the Managing Director át the moment, I'm aẩaid. Can ì help you? B: Well, ì vvant to discuss with him the new contract we signed last week. A: ì don't think (3) much longer. Shall ì ask him to call you when he is free? B: Yes, .(4) A: (5) B: Yes, it's John Smith. A: (6). ? B: 021-64358796. A: OK. You'll be hearing ẩom Mr. Gao later in the morning then, Mĩ. Smith. B: (7) Goodbye. A: (8) Goodbye. Follow úp AI Choose the correct words in ừaiics to complete the telephone conversatìon. A Fenton Engineering. B Nnmber I Extension. 473, please. A Vm afraid the line\s broken I engaged. Will you hold? B Yes. A The line's free no\v. r u pin I cotmect you through. Iỉ Thank you. c Paint shop B ['d like to speak to Mrs. Isaacs. c Who 's I Wìwse calling, please? B Jacques Duval c Wail I Holcl ôn, M Duval. r u bríng/ạet her 74 c I'm afraid ị regret she's in a meeting. Do you vvant to call úp I back later? B No, it's urgent. Could you leave I take a message? c Yes. ì will I of course. B Mav I Couìd you ask her to call me back? c Does she have your number? B No. It's Paris - the code ì area is 00 331 then the number is 46 58 93 94. Could you say I read thát back to me? c 00 331 46 58 93 94. B That's right. c Anything I wlưit el.se? B No, that's aiiỴ/hing I all. Thank you very much. c You're welcome I fine. B Goodbye. B / Listen and repeat: (Video CD) Holding the lim. Jane : Hello. this is the Multiples Company. Caller: Hello, is thát the sales and marketing department? Jane : Yes, Ít is. How can ì help you? Caller: ì would like to speak with Mr. Smith, please. Jane : Could ì ask who is calling, please? Caller: Yes, mv name is Michelle Anderson. Jane : OK. Ms. Anderson. would you mind holding the line a moment? Caller: Thank you. Jane : Mr. Smith. you have a Ms. Anderson ôn line 1. David: Oh. no! ì don't \vant to talk to her. Jane : Shall ì ten her thát you're busy and vvill can her back later? David: Yes. ten her thát. Jane : OK-. Kev sentences - I'd like to speak to - May ì ask \vho is calling, please? - Can you find out \vhat he wants? 75 - Put him ôn line two. - I'm very sorry to have kept you waiting. - r u connect you with Mr. Hunter. - Could ì speak to Mr please? - r u see if he is available. - Shall ì ask him to call you when he is free? - You'11 be hearing from Mr. ...later in the morning then. - How can ì reach him? - You can have him paged hy the number of 091-2238304. - Can you say the number again? - You are wanted ôn the phone. - If there is nothing else, r u hang úp now. - May ì tell Mr the rcason for your cai!? - You would like to vvrite him a letter about the situation. New words - hold the line : giẩ máy, chờ máy= hold on/hang ôn - trade (n): thương mại, buôn bán - fair (n): hội chợ - coníerence (n): hội họp, hội nghị - put somebody through: nối dây, nối điện thoại - to contact: tiếp xúc, liên lạc - order number: số đật hàng - reference number : số tham chiếu,/ số danh mục - vvorkshop (n) : xưởng, hội thảo - situation (n): tình hình - look something úp : tra cứu, tìm kiếm - convenient (adj) : thuận tiện. (suitable) - colleague (n): đồng nghiệp, cộng sự (co-worker, fđlow - to reply : answer, respond - warehouse(n): nhà kho - urgent (adj): khẩn cấp - close (adj) : gần, thân (near, dear) 76 telephone directory to label (v): to dial: code (n): handset (n): to pause : digit: promptly (adj): message pad (n): to replace : to charge : niên giám điện thoại (phone / yellow pages) dán nhãn, phân loại quay số, gọi điện thoại mật mã, mã số ống nghe điện thoại dừng, tạm ngừng number (from 0 to 9) nhanh chóng, không chậm trê tập (giấy) nhắn tin đặt lại chỗ cũ tính tiền, đòi tiền to fail to + V = be unable to + V to disconnect: gián đoạn, ngắt commerce (n) = trrade : Thương mại get hold of = find and use something, contact or fĩnd sb extension (n): số máy nhánh switchboard (n): tổng đài internal (adj): bên trong, nội bộ = inside external (adj) = outside direct (adv, adj) : trực tiếp forwarding company : công ty chuyển tiếp hàng hoa directory inquiries : (tổng đài) trả lời số điện thoại. payphone (n) : điện thoại bằng bỏ tiền kèm vào alert (n): báo động, cảnh giác virtually (adv) = almost coupon (n): phiếu REVIE W OBJECTIVES • Reviewing all the structures and language functions from units 1-4 • Doing exercises to practice skills work. GRAMMAR Introducing yourself or sumeone - ìntroducing mui identiỊỳinq yotirseự - Replyinỵ to introductions und identìfying yourseự. Simple present tense with "be" and "ordinary verbs" Adverbs of place Infinitives and gerunds In/initives and Gerunds can ciescribe a me or a purpose. - "ít isfor V-ing "describes the íunction of a piece of equipment. - "ít is used for ....V-ing" also describes the function of a piece oi equipment. - "ít displays..." We also use the present simple to describe the function oi a piece of equipment. VVould you like... and VVould you mind....? - Wouldyoit like (sb)+ to iiựinitive...? Wotild von li ke + Noãn....? - Woulcl you mi lui + Ị>erund ....? + /// ? The telephone language. 78 EXERCISES 1. Make questions ỉn a similar way Example: You want to knovv where the nearest payphone is. Where 's the nearest payphone? Ì. Find out vvhen Mr. Drake will be back. 2. You'd like to know why the sales office hasn't called. 3. Find out when he normally arrives át the office. 4. You want to know why the consignment has been delayed. 5. Find out what you dial for directory inquiries. 6. You're interested in knovving where he's phoning from. 7. You need to knovv when you could reach him. 8. Find out what the number unobtainable tone sounds like 2. Vocabulary Naíional Holìdays. When do you have public holidays in your country? - ôn religious íestival days - ôn a national anniversary, such as Independence Day - to honor a íamous person - other reasons Matclì the countrìes below with their holiday traditions. a. Singapore b. ư.s Virgin Islands c. Saudi Arabia d. France e. Great Britain f. Seychelles g. Japan h. China i. Norvvay j . Iceland 1. If a public holiday is ôn Tuesday or Thursday, many companies also lave Monday or Friday as a holiday. 79 2. Nevv year falls betvveen mid-January and mid-February, bút the exact date changes cách year. 3. This country has only one public holiday a year. 4. This country takes a public holiday to hold the annual íìshing compctition. 5. The first day of summer is celebrated with a public holiday ôn April 18. 6. When a holiday falls ôn Sunday, Monday is taken as a holiday. 7. This country celebrates "Respect for the Aged Day" 8. Some public holidays are called "Bank Holidays". They are always ôn Mondays. 9. In this country, the vveekly holiday is Friday. 10. Rolex Regatta Day is one of Ihis country's thirty-eight public holidays. Are any of these traditions similar to those in your own country? What is your country's most importanl public holiday? Why? 3. Understanding ideas Wlìich ìdea isýbr employers, and n hích one is empìoyee? Ì. Be a good leader by working hard 2. Make sure everyone knovvs you. 3. Consult employees regularly 4. Hold a morning meeting with employees 5. Learn everything thát could help you do your job better. 6. Arrange morning exercises for the company. 7. Invite employees home. 8. Make sure you know everything about the company. 9. Regularly socialize vvith employees after working hours. 10. Be posilive l i . Eat lunch vvith employees in the staff restaurant. 12. Improve your speaking and writing skills. 13. Go picnicking together. 14. Help arrange the marriage of empioyees 15. Impress your boss 16. Attend marriages and family íunerals of employees. 80