English for Secretaries and Personal Assistants

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1 ANZUS SZKOLENIA DORADZTWO A N Z U S Szkolenia Doradztwo BIURO Telefon OBSŁUGI SZKOLEŃ Faks Tel. kom ANZUS Szkolenia Doradztwo, ul. Bydgoska 18, Legnica PROFESJONALNY KURS DLA SEKRETAREK I ASYSTENTEK W JĘZYKU ANGIELSKIM English for Secretaries and Personal Assistants

2 MODUŁ 1 WORKING IN AN OFFICE MODUŁ 2 COMPANY 1 Meeting People 1.1 Introducing yourself 1.2 Introducing other people and greetings at meetings 1.3 Welcoming a visitor and saying goodbye 1.4 Talking about company profile and the economy 2 Professional profile 2.1 Secretary 2.2 Personal Assistant 2.3 Office Manager 3 Dress Code for the office 4 Applying for a job 4.1 General hints 4.2 Resume 4.3 Cover letter 4. 4 Interview 1 Different kinds of companies 1.1 Limited by shares 1.2 Unlimited with share capital 1.3 Limited by shares 1.4 Limited by guarantee 1.5 Unlimited with share capital 1.6 No liability company 2 Company profile 3 Company structure 4 Corporate Identity 4.1 The philosophy of a company 4.2 The mission of a company 4.3 Socially responsible companies 4.4 The image of a company 4.5 The logo of a company 4.6 Integrity in business

3 MODUŁ 3 OFFICE EQUIPMENT MODUŁ 4 NUMBERS 1 Stationery 2 Office furniture 3 Communication by telephone 3.1 Telephone answering machine 3.2 Telephone 3.3 Telex 3.4 Fax machine 4 Office automation. Configuration of an office automation system 4.1 Communication devices 4.2 Input devices 4.3 Output devices 4.4 Data storage devices 1 Cardinals 1.1 Ordinals 1.2 Fractions and decimals 2 Dimensions and specifications 2.1 Money 2.2 Mathematical symbols 2.3 Dimensions 3 Using of the numerals 3.1 Date 3.2 Time 3.3 Dimensions 3.4 Mathematical calculation 3.5 Telephone Numbers 3.6 Bank accounts 4 Currency 5 Other important details in numbers Dealing with time zones Sizes and weights Public and religious holidays around the world

4 MODUŁ 5 TIME MANAGEMENT MODUŁ 6 WORKING IN A GLOBAL BUSINESS 1 Definition 2 Common Time Thieves 3 Methods 3.1 Using Time Slots 3.2 Filling in a Weekly Planner 3.3 ABC-Analyse 3.4 Eisenhower-Principle 4 Term Planning 4.1 Short - Term Planning 4.2 Medium - Term Planning 4.3 Long-Term Planning 5 Tips to Make Time Management Easier 1 International business terminology 2 Hosting visits 2 1 Welcoming and Entertaining Clients 2.2 Consider intercultural aspects 2.3 Identifying client needs 3 Different countries, different customs 3.1 Meeting, greeting and eating 3.2 Business etiquette 3.3 Ordering food and drinks

5 MODUŁ 6 MAKING ARRANGEMENTS MANAGEMENT STYLES MODUŁ 7 INTERNATIONAL TRADE 1. Diary 1.1 Making arrangements Cancelling Rescheduling Confirming 2 Management styles 2.1 Management styles in different countries 2.2 Male and female management styles, 2.3 Executive types 2.4 Staff appraisal and development 2.5 Team building 2.6 Motivation 1 Trade Issues 1.1 Exports and imports 1.2 Measures of government control 1.3 International organizations WTO, EFTA, OECD 1.4 The European union 1.5 Exporting to new markets 1.6 Ordering and supplying goods 1.7 Logistics issues 1.8 Methods of payment Invoicing Letters of credit Dealing with non-payment problems

6 MODUŁ 8 BUSINESS TRIP MODUŁ 9 AT THE TRADE FAIR 1 Planning a business trip 1.1 Arranging business travels 1.2 Arranging accommodations 1.3 Arranging restaurants 1.4 Choosing and booking a hotel 2 Means of transport 2.1 Travelling by car 2.2 Travelling by train 2.3 Booking a flight 3 Going abroad 3.1 Visa 3.2 Money 3.3 Doing business across cultural frontiers 3.4 Cultural misunderstandings 1 Organizing an exhibition 1.1 Choosing the right exhibition 1.2 Strategic space allocation 1.3 Client communication 1.4 Project planning 1.5 Establishing & controlling budget 1.6 Space design/graphic design 1.7 Display plan/decoration 1.8 Pre-visitor promotion 2 On-site Exhibition 2.1 Hospitality & Event

7 MODUŁ 10 COMPANY PERFORMANCE MODUŁ 11 ORAL PRESENTATIONS 1 Financial performance of a company 1.1 Annual report 1.2 Balance sheet 1.3 Assets and liabilities 1.4 Profit and loss account 1.5 Losses/profits/revenues 1.6 Cost reduction 1.7 Cash flow management 1.8 Credits and bad debts 1.9 Discussing the recent performance and activities of a company 1 Preparation and planning 1.1 Checklist 1.2 Questions concerning physical aspects 2 Structure of an oral presentation 2.1 The beginning/the introduction Getting the audience's attention and signalizing the beginning Greeting audience Introducing oneself Giving title and introduce subject Giving the objectives/ purpose/ aim,/ goals Announce the outline Questions and comments from the audience Making a transition between the introduction and the body 3 The body of the presentation

8 3.1 Content 3.2 Quantity 3.3 Sequencing ideas 3.4 Keeping the audience's attention 4 The end / conclusion of the presentation 4.1 A content 4.2 Dealing with difficult questions 4.3 Summary 5 Visual aids 6 Creating interest and establishing a relationship with the audience 7 Body language 8 Voice and pronunciation MODUŁ 12 ON THE STOCK MARKETS MODUŁ 13 OFFICE COMMUNICATION 1 Stock Markets 1.1 Types of securities 1.2 Types of shares 1.3 Investing on the stock market 1.4 The stock exchange, brokers/dealers/jobbers 2 Presenting factual information 2.1 Presenting visual information Tables Graphs Charts Diagrams 1 Communication strategies 1.1 Basics of communication 1.2 Direct and indirect communication styles 2 Dealing with managers and colleagues 2.1 Verbal/non-verbal communication 2.2 Creating the right atmosphere 3 Memorandum Writing 3.1 Definition 3.2 Types of memorandum 3.3 Layout of a memorandum 3.4 Tone and style 3.5 Tips for memo writing

9 MODUŁ 14 MEETINGS MODUŁ 15 TELEPHONE TECHNIQUES 1 Types of meeting 2 Preparing a meeting 2.1 The purpose of business meetings 3 Chairing a meeting 4 Meeting Documents 4.1 Meeting Notice and Agenda 4.2 Problems with scheduling meetings 4.3 Creating a meeting agenda 4.4 Types of meeting minutes 4.5. How to take minutes at a business meeting 5 Useful language for running a business meeting 1 Basic principles for successful telephone handling 1.1 Before making telephone calls 2 Projecting a professional company and personal image 2.1Transferring calls Useful phrases and powerful expressions 2.2 Making the call Useful phrases and powerful expressions 2.3.Answering a call professionally Useful phrases and powerful expressions 2.4 Taking messages Useful phrases and powerful expressions 2.5 Leaving messages

10 5.1 Opinions 5.2 Explanations 5.3 Agreement 5.4 Disagreement 6 Discussion techniques Useful phrases and powerful expressions 2.6 Ending the conversation Useful phrases and powerful expressions 3 Developing effective listening and communication skills 4 Dealing with difficult callers 5 Voice mail 6 Using the phonetic alphabet MODUŁ 16 BUSINESS CORRESPONDENCE BASICS MODUŁ 16 BUSINESS CORRESPONDENCE l1 General rules for all business letters. Differences between British and American written English 1.1 Structure and presentation of business Heading Inside address Salutation Body of the letter Complimentary close 1 Enquiry 1.1 Components of an Enquiry 1.2 Reply to Enquiry 1.3 Components of Reply to an Enquiry 2 Quotation 2.1 Components of a Quotation 2.2 Example of a Quotation 3 Order

11 1.1.6 Signature The postscript. 1.2 Supplements in official and business letters Attention line Subject line The typist s reference The enclose: 1.3 Abbreviations 1.4 Addressing People of Title 1.5 Envelope address Note Zip code abbreviations used in the U.S Official postal service abbreviations. 2 Typical expressions used in Business Letters 2.1 Phrases acknowledging receipt of letters 2.2 References to the correspondence received 2.3 New Information 2.4 Apologies 2.5 Requests 2.6 Mentioning of enclosure 2.7 Thanks at the end of the letter 2.8 Mentioning of future contacts 3.1 Components of an Order 3.2 Example of an Order 4 Execution of an Order 4.1 Components of the Letter 4.2 Example of an Order 5 Complaints 5.1 Components of a Complaint 5.2 Example of a Complaint 6 Adjustment 6.1 Components of an Adjustment 6.2 Example of an Adjustment 7 Invoice 7.1 Components of Invoice 7.2 Example of Invoice 8 Remind of Payment 8.1 Components of a Letter 8.2 Example of a Remind of Payment 9 Request for payment 9.1 Components of a Letter 9.2 Example of a request for payment 10 Final notice before legal action 10.1 Components of a Letter 10.2 Example of a final notice before MODUŁ 17 SOCIAL LETTERS MODUŁ 18 E-WRITING & TELECOMMUNICATIONS 1 Types of Social Letters 2 Letter of Apology 2.1 Components of a Letter 2.2 Example of a Letter of Apology 3 Letter of Thanks 1 Writing s 1.2 Guide for writing s 1.3 expressions 1.4 Abbreviations used in an 1.5 Length of s 1.6 Simplicity of s

12 3.1 Components of a Letter 3.2 Example of a Letter of Thanks 4 Letter of Invitation 4.1 Components of a Letter 4.2 Example of a Letter of Invitation 5 Accepting an invitation 5.1 Components of a Letter 5.2 Example of a Letter of Accepting an invitation 6 Refusing an invitation 6.1 Components of a Letter 6.2 Example of a Letter 7 Letter of congratulation 7.1 Components of a Letter 7.2 Examples of Letter of congratulation 8 Reply to a letter of congratulation 8.1 Components of a Letter 8.2 Examples of a reply to a Letter of congratulation 9 Letter of Condolence 9.1 Components of a Letter of Condolence 9.2 Examples of Letter of Condolence 10 Postcard greeting 1.7 Choosing an appropriate style 1.8 Answering and exchanging s 2 Writing telex 2.1 Format of a telex 2.2 Omissions 2.3 The reference line 2.4 Using appropriate expressions in telex 2.5 Abbreviations used in a telex 2.6 Writing effective telex using appropriate layout and style 3 Writing facsimiles 3.1 Format of a facsimile 3.2 Using appropriate expressions in facsimile 3.3 Write an effective fax using appropriate layout and style MODUŁ 19 WRITING BUSINESS REPORT MODUŁ 20 WRITING BUSINESS CONTRACT/AGREEMENT 1 Formal Report 1.2 Components and layout of the formal report 1 Writing Business Contract

13 1.3 Long Formal Report Components of a Long Formal Report Example of a Long Formal Report 1.4 Short Formal Report Components of a Short Formal Report Example of a Short Formal Report Types of formal reports 2 Informal Report 2.1 Types of informal reports 2.2 Components of an informal Report 2.3 Example of an informal Report 3 Typical expressions used in reports 4 Producing reports to help solve a business-related problem 4.1 Determining the scope of the report 4.2 Consider the audience 4.3 Gathering and analyzing relevant and useful information 4.4 Determining the solution to a business-related problem 4.5 Organizing the report to assist the decision-making process 1.1 Types of contracts 1.2 Parts of the Contract 1.3 Example of the Contracts 1.4 Tips to Write a Business Contract 1.5 Writing a Simple Contract - Exercise 2 Sale Contract Basic Agreement 2.1 Example of the Sale Contract 2.2 Writing a Sale Contract - Exercise 3 Letter of Intent 4 Employment Contract 4.1 Changes to Employment Contracts

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