Unit 1Knowing about Secretary1
1. Listening One: Work of Secretary1
2. Listening Two: Being a Competent Secretary2
3. Speaking One: Secretarial Ethics3
4. Speaking Two: Qualities of Secretary3
5. Reading One: Duties and Responsibilities of a Secretary4
6. Reading Two: Secretarial Skills and Tips8
7. Writing: Note10
8. Cultural Matters12
Unit 2Office Management17
1. Listening One: Ways of Work17
2. Listening Two: Office Automation18
3. Speaking One: Coping with Heavy Workload18
4. Speaking Two: Office Control19
5. Reading One: Office Control19
6. Reading Two: Interpersonal Relations at Work24
7. Writing: Notice or Announcement25
8. Cultural Matters28
Unit 3Information Management33
1. Listening One: Office Work Patterns33
2. Listening Two: Computerized Filling System34
3. Speaking One: Keeping Information Safe35
4. Speaking Two: Microfilming Filing35
5. Reading One: Keeping Information Safe36
6. Reading Two: Effective Filing40
7. Writing: Office Memo41
8. Cultural Matters44 Unit 4Conference Management48
1. Listening One: Preparing a Conference48
2. Listening Two: Scheduling a Meeting49
3. Speaking One: Planning a Meeting49
4. Speaking Two: Conference Theme and Agenda50
5. Reading One: Organizing Conference51
6. Reading Two: Problems related to Scheduling Meetings56
7. Writing: Meeting Minutes58
8. Cultural Matters62
Unit 5Business Trip Management66
1. Listening One: Visit and Travel66
2. Listening Two: Hotel Accommodations67
3. Speaking One: Business Trip Transport68
4. Speaking Two: Travelling Abroad68
5. Reading One: Travel Arrangement69
6. Reading Two: Tips for Effective Business Travel 73
7. Writing: Letters of Invitation74
8. Cultural Matters77
Unit 6HR Management83
1. Listening One: HR Matters83
2. Listening Two: Staff Appraisal84
3. Speaking One: Job Application85
4. Speaking Two: Training, Internal Transferring and Promoting85
5. Reading One: What is recruiting?86
6. Reading Two: Performance Appraisal 91
7. Writing: Application Letters and R¨¦sum¨¦s96
8. Cultural Matters100
Unit 7Performance Management105
1. Listening One: Job Satisfaction105
2. Listening Two: Team Spirit106
3. Speaking One: Evaluating Teamwork107
4. Speaking Two: Employee Motivation107
5. Reading One: Building an Effective Team107
6. Reading Two: Motivating114
7. Writing: Business Report116
8. Cultural Matters120
Unit 8Client Management124
1. Listening One: Customer Service124
2. Listening Two: Obtaining Customer Feedback125
3. Speaking One: Handling Complaints125
4. Speaking Two: Customer Services126
5. Reading One: Connecting Customers127
6. Reading Two: Effective Communication132
7. Writing: Establishing Business Relations134
8. Cultural Matters137
Unit 9Crisis Management 141
1. Listening One: Negotiation141
2. Listening Two: Managing Crisis142
3. Speaking One: Bossª²taming Strategies142
4. Speaking Two: Crisisª²Managing Strategies143
5. Reading One: Crisis Management Strategies143
6. Reading Two: Benefits of Networking 149
7. Writing: Letters of Apology 151
8. Cultural Matters154
Unit 10Cash Management157
1. Listening One: Awards to Company Performances157
2. Listening Two: Cashª²flow158
3. Speaking One: Budgeting158
4. Speaking Two: Financial Statement159
5. Reading One: Cash Flow159
6. Reading Two: Budgeting166
7. Writing: Terms of Payment 168
8. Cultural Matters171
Unit 11Project Management176
1. Listening One: Giving Advice176
2. Listening Two: Branding177
3. Speaking One: Retaining Staff177
4. Speaking Two: Orientation program178
5. Reading One: Purposes of Schedules178
6. Reading Two: Project Phases185
7. Writing: Orders and Contracts 188
8. Cultural Matters191
Unit 12Corporate Management195
1. Listening One: Corporate Culture195
2. Listening Two: Corporate Image196
3. Speaking One: Corporate Communication196
4. Speaking Two: Corporate Image Promotion197
5. Reading One: Corporate Image Management197
6. Reading Two: Strategic Planning201
7. Writing: Letters of Congratulations204
8. Cultural Matters207
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