ENGLISH FOR SECRETARIES
Regina Rezende
Wall Street Institute Berrini
THE SECRETARY
someone who works in an office, writing
letters, making telephone calls and
arranging meetings for a person or for an
organization:
My secretary will phone you to arrange a
meeting.
(Cambridge Advanced Learners Dictionary)
The Secretary
The role of the secretary:
As an assistant
As a manager
As an executive
As a leader
The Secretary
OPTIMIZES the communication in the office
DEVELOPS multiple abilities & competences
LEARNS how and why inovations are necessary in the work environment
KNOWS the current requirements and the new paradigms on ethics and professionalism
DISCUSSES the perspectives for the future of the modern secretary
PERFECTS techniques of management of the time and productivity
CONSIDERS the role of the secretary as an agent of change
WORKS with enthusiasm and motivation
KNOWS what really makes the difference
USES emotional intelligence to create results
KNOWS the principles of financial and investments
KNOWS how to work with talent, motivation and attitude
The secretary
choose the adjectives to describe a good professional
Decisive
Charismatic
Motivating
Adventurous
Open
Ruthless
Informal
Uncaring
Passionate
Impulsive
Accessible
Moderate
Balanced
Careful
Thoughtful
Aggressive
Straight
Energetic
Lunatic
Flexible
General
English
Routines
ACCOMODATION
Arrange
Book
Confirm
Pay for
MAIL
Send
Receive
Open
PHONE CALLS
Make
Connect
Answer
VISITORS
Welcome
Receive
Help
LETTERS
Read
Type
Send
Fax
DOCUMENTS
Photocopy
Complete
Process
RECORDS
File
Maintain
Keep
MEETINGS
Arrange
Attend
Go to
APPOINTMENTS
Schedule
Make
Cancel
STATIONERY
Control
Order
CASH
Receive
Pay out
Handle
MINUTES
Take
Type up
Distribute
Routine: Phrasal Verbs
To look
To pick
To show
To get
To look
To look
To get
To speak
To sort
To call
To go
To take
To look
To get
To fill
Routine: Phrasal Verbs
on
over
round
down
across
ahead
over
up
back
across
through
down
on
away
back
into
through
from
up
up
out
in
off
over
out
out
after
forward
ahead
on
Routine: Phrasal Verbs
To get
on
To show
round
To go
over
To speak
up
To get
through
To take
down
To call
back
To look
through
To sort
out
To fill
in
To look
up
To pick
up
To look
out
To look
forward
To get
down
Easily confused words
Could you please attend / answer the telephone?
Could you please send us a recipe/ receipt for the good we have purchased?
Id be grateful if you could call me sometimes / sometime next week.
This is a very sensitive / sensible problem, so please dont discuss it with people
outside the company
In order to save costs, you are asked to be economic / economical with photocopying.
Organizing retirement pensions is a personal / personnel issue and you should contact
human resources for further information.
I wondered if you would be willing to attend the meeting on Monday in my place as Im
not interesting / interested in the issues.
This company is going to give us advice / advise on marketing abroad.
Meetings
Minutes
The official record of things that were said and decided in a meeting
Issues to be considered
when arranging a meeting
Making arrangements
Could we meet on Monday at 10.30?
Are you free sometime next week?
How about next Friday?
What about April 10th?
Would Wednesday at 2pm suit you?
Is 11.15 convenient?
Changing arrangements
Im afraid I cant come on Friday/then.
Weve got an appointment for 11.00, but Im afraid somethings come up.
Could we fix another time?
Responding
Thatll be fine.
Thats ok.
No sorry, I cant make it then.
My diarys rather full that day/week.
Sorry, Ive already got an appointment at that time.
Office
Sweet
Office
Office Supplies
CD-ROM
ADHESIVE TAPE
KNIFE
SCISSORS
HOLE PUNCH
FOLDBACK
CLIP
PINS
POST-IT
NOTES
PENCIL
SHARPENER
PAPER CLIPS
RUBBER BANDS
STAPLER
Office Organization
Communication
Communication in Business
How important are the following things when doing business in our country?
Are they: important, not important or best avoided?
Exchanging business cards
Shaking hands
Kissing
Small talk before meetings
Using first names
Punctuality
Giving presents
Humour
Communication in Business
What would you say in the following situations?
You dont hear someones name when you are introduced to them.
You have to refuse an invitation to dinner with a supplier.
You are offered food which you hate.
You want to end a conversation in a diplomatic way.
You have to greet a visitor.
You have to introduce two people to each other at work.
You have to introduce two people to each other at a party.
You have to propose a toast.
You colleagues been made redundant.
You arrive half an hour late for a business lunch.
British English x American English
Accomodation
Alter
Bill (for food)
Biscuit
Engaged (telephone)
Fill in
Luggage
Reception
Taxi
Petrol
Holiday
Return
Truck
Line
Accomodations
Change
Check
Cookie
Busy
Fill out
Baggage/Luggage
Front desk/Front office
Cab
Gasoline
Vacation
Round trip
Lorry
Queue
Business
Trips
Words often misused
Travel is used as a verb or adjective.
Journey is used as a noun and referes to the time spent moving from one
place to another.
Trip is a noun and normally refers to the journey and the time spent away
from home.
Business Trips
Organizing a Trip
RESERVATIONS
RESERVATIONS
BEFORE
BEFORE
THE
THE FLIGHT
FLIGHT
ARRANGING
ARRANGING AA TRIP
TRIP
DURING
DURING
THE
THE FLIGHT
FLIGHT
AIRPORT
AIRPORT
AFTER
AFTER
THE
THE FLIGHT
FLIGHT
BUSINESS TRIPS
FREE
FREE TIME
TIME
HOTEL
HOTEL
ROOM
ROOM
OTHER
OTHER
SERVICES
SERVICES
BUSINESS
BUSINESS
CENTER
CENTER
Handling
Calls
To the caller, the person who answers the phone
is the organization.
(Telephone Behaviour training film, Video Arts)
Telephoning
Is it difficult to talk on the phone in a foreign language? Why?
People mumble, whisper
People speak too fast, too slow
People use too much technical jargon
People have strong accent (native or non-native speakers)
How can you make it easier?
Be calm
Ask the person to spell the names you dont understand
Focus on the most important parts of the conversation
Practice your listening!!!
Remember: your personality and manner will leave the person on the
other side of the line with a good or bad impression of you and your
company.
Telephoning
But and if you really dont understand?
missed that. Could you say it again?
didnt catch that. Could you slow down a bit?
dont understand. Could you explain what you mean?
Sorry, I
m not with you. Could you go over that again?
dont follow you. Could you run through that again?
dont quite see what you mean. Could you be a bit more specific?
Receiving
Visitors
What do you say?
Can I take
your coat?
Hello, Im Mary Cavallier.
Pleased to meet you.
Yes, thank you.
Pleased to meet you, too.
Would you like
to take a seat?
No thank you, Ive been sitting all day.
Could I ask you to sign
the visitors book please?
Can I bring you
something to drink?
Yes, please, a coffee would be most welcome.
Would you like
something to eat?
Yes, of course.
Shall I call
a taxi?
No, thank you. Id rather walk.
Thank you, but no. Im not hungry.
The 21st Century Professional
How do you evaluate yourself?
Technical skills
Computer
Equipment
Organization
Meeting planning
Soft skills
Education
Customer Service
Phone Etiquette
Communication
Sales / Networking
Professional Traits
Appearance
Confidence
Protocol
Poise
Confidentiality
Areas to evaluate
Ask yourself the questions
What are my strengths?
What areas would I like to develop?
How will I benefit?
Skills I need to develop
Obstacles I need to overcome
Who can help me achieve this goal and how?
Date to achieve?
And always review your answers!!!
ENGLISH FOR SECRETARIES
Thank you!
Regina Rezende
11 7615-0260
[email protected]