商务秘书实务课后练习答案.doc

Keys to the Exercises of Corporate Secretarial PracticeChapter 11.1) The secretarys responsibilities have been upgraded from handling office chores to a higher level, where organizing, supervising and training have become the core components of a secretarial job. 2) The secretarys professionalism and reliability have more influence on the daily and long-term management of the company than before, because managers and executives reliance on their secretaries have witnessed an unprecedented increase. 2. The major responsibilities and tasks of a modern day secretary can be summarized into three categories: the independent operation of day-to-day documentary work, execution of internal and external communication, assistance in management and supervision, direct involvement in staff training.3. Answers may vary with varied individual impressions. 4.1) The secretary is mainly responsible for assisting a manager or managers on a daily basis.2) He/She should have basic skills in office management and corporate communication as well as a strong sense of professionalism, responsibility, reliability and business etiquette along with attractive personality and character. 3) He/She should have the initiative to familiarize himself/herself with the way the company operates and its policies so as to be capable of arranging duties according to their priority and making quick responses and sensible decisions. 4) He/She should understand how to fulfill office duties, maintain appropriate appearance, communicate verbally and non-verbally, and execute instructions and orders efficiently, because they are the foundation of successful daily corporate management and the first contact with the outsiders. 5) He/She should be ethical, professional, positive and attractive, because only with these qualities can his/her reliability and efficiency in performance be guaranteed. Chapter 21.1） Answers may vary with varied personal experiences.2） Personally, I believe the opinion originates from narrow-sightedness and nationalism, which can be regarded as wrong. As is observed, globalization is the definite trend of the world economics. The communication and business contacts with the Western businesspeople are surging in their frequency. Therefore, learning the Western business etiquette is highly necessary out of the simple but absolute reason that mutual respect is the key in successful business interactions. 2. 1) No; 2) No; 3) Yes; 4) No; 5) No; 6) No; 7) No; 8) Yes3. 1) The colleague should not answer calls in front of the clients. Instead, he/she should set the cell phone on the vibrate code or even turn it off. If he/she has to answer an important call, he/she should apologize to and then leave the client temporarily for the call. 2) He should not think of a company buffet as a chance of self-indulgence. Instead, he should probably eat before he goes to the buffet and limit himself to alcohol so as to keep sober. 3) She should not apply makeup during the course of the meeting. Instead, she should have had herself appropriately made up before the meeting and simply keep herself at ease in the meeting. 4) He should not make noises when eating. Instead, he should roll the noodles every time he puts them into his mouth and chew them with his mouth closed. 4. For reference only:From: “Steven Goody” To: “Larry Parker” Subject: Price catalog and samples Date: Wed, 18 August 2006 08:28:10Dear Larry:Two weeks ago, we requested you to send us your latest price catalog and the samples of the stuffing. However, they have not arrived yet. Would you please check whether there were any mistakes occurring during their delivery? At present, our production is preparing for the mass production of Teddy bears for the upcoming Christmas season. It is the high time for us to do the final cost accounting and select the most appropriate stuffing. The late delivery of the price catalog and samples may give rise to a series of production problems afterwards. Viewing our well-established relationship, we can rest assured that quick reaction will be made to find the best solution to this problem. We are looking forward to hearing from you with regard to the solution.Steven Chapter 31.1） Answers may vary with varied individual understanding of secretarial professional ethics. Additional points that can be added to the list are being self-motivated, self-improving, coordinative, enterprising, etc. 2） Answers may vary with varied individual insights into the tips. 3） The major differences that exist between Chinese and American secretaries may be that Chinese secretaries average age tends to be younger than that of American ones, for secretaries appearance is an indispensable reflection of corporate image in China, while experience and expertise outweighs appearance in choosing a secretary in U.S. That gives an explanation to the fact that American secretaries follow more strict ethical codes so as to be professional in fulfilling their duties. 4） Chinese employees should first of all realize that the secretarial job is not short-lived, which means it is a job that may end before 35. Instead, they should pay more attention to their inner qualities, which are composed of guiding and enlightening secretarial principles, and basic and in-depth understanding and knowledge of a secretarial job. 2. Personally, I believe that dating an immediate superior is against the secretarial ethical codes, because their relation may have direct influence on their roles in work, which may ultimately undermine their performance, efficiency and even the companys interests. Chapter 41. 1) The major differences that lie between business letters, memos and e-mails are their formality and target readers. The first one is the most formal, aiming at the readers with whom the writer is in a fairly serious relation; the second one is less formal, aiming at the readers who are lower in hierarchy; the third is the least formal, aiming at the readers with whom the writer feels much at ease. 2) A well organized paragraph should be appropriately generalized and adequately supported with logical transitions with the previous paragraph and the subsequent one. 3) The mistakes in a sentence are incompleteness, wordiness and wrong choices of voice. The reasons that are attributed to them are that the Chinese tend to be confused about English sentence structures, unfamiliar with English wording and unaware about the use of voice in business writing.4) Answers may vary with varied individual findings. 2. From: Royce Mason To: Tommy Lynch Subject: Solutions to late delivery Date: Friday, 12 May 2006 8:18:11Dear Tommy:We have paid immediate attention to the problem of late delivery of the order. After an enquiry with the shipping company, it was discovered that the ship that carried the order encountered mechanical problems halfway to the port of destination. The shipping company is now seriously considering the needs for transshipment. In the meantime, we will keep track of the latest information from the shipping company and come up with the solutions for your best interests. Please accept our sincere apology for the problems arising from the late delivery. Best regards,Royce3.A Report on the Launch of T330 Electric Shavers With one years extensive surveys on South China market area, it can be safely concluded that there is a great sales potential of T330 Electric Shavers. The surveys mainly targeted the men consumers of various age and income groups. The findings are listed as follows: First, the 25 to 35 age groups are most interested in electric shavers. Since they are fully occupied in the daytime, they cannot afford much time to shave before they set out for work. This provides a selling point for T330 Electric Shavers, which are designed to be capable of complete shaving in less than 5 minutes. Second, the suggested sales price of T330 Electric Shavers is 220 RMB, falling into the price range of the 2000 to 3000 RMB income group. In relatively developed South China, the aforesaid income group covers a population of 1 million, who concentrate in the major southern cities, such as Guangzhou, Shenzhen, Foshan and Zhuhai. Such a concentration provides a foreseeable market share for T330 Electric Shavers. In summary, the launch of T330 Electric Shavers will be a success if the launch time is well set and the follow-up marketing strategy is appropriately employed. Chapter 51. 1) Business letters, fax and e-mails are the major components of business correspondence.2) The three basic formats are the block business letter format, the semi-blocked business letter format and the indented business letter format. 3) The major differences are that the layouts of the three formats are varied according to the different sets of standards and their common purpose is present the information in a neat and decent manner. 4) A business letter normally have a return address, a date, a reference line, an inside address, an attention line, a salutation, a subject line, a body, a complimentary close, a signature block, identification initials, and an enclosure notation. 5) A business letter should provide all pertinent information in a clear and concise manner with a purpose that stands out at beginning and is supported all through the letter. The grammar applied should serve the information flow in an accurate and appropriate manner. Last but not least, the tone should keep in line with the purpose and be well reflected through the information. 2. 1) TT&G Consultancy,18 Leicester StreetBirmingham, 22356, UK20-3399-886320 November, 2007Guangzhou Latina Biochemistry Co., Ltd.28 Dongfeng Road, Yuexiu DistrictGuangzhou 510020, Guangdong, ChinaAttention: Mr. Long TengdeDear Mr. Long:Late Delivery of Order 332Sincerely yours, Aaron Samson, R&D managerJPEnclosures: 3cc: Ronald Terry, Logistics manager2) TT&G Consultancy, 18 Leicester StreetBirmingham, 22356, UK 20-3399-886320 November, 2007Guangzhou Latina Biochemistry Co., Ltd.28 Dongfeng Road, Yuexiu DistrictGuangzhou 510020, Guangdong, ChinaAttention: Mr. Long TengdeDear Mr. Long:Late Delivery of Order 332Sincerely yours, Aaron Samson, R&D managerJPEnclosures: 3cc: Ronald Terry, Logistics manager3) TT&G Consultancy, 18 Leicester StreetBirmingham, 22356, UK 20-3399-886320 November, 2007Guangzhou Latina Biochemistry Co., Ltd.28 Dongfeng Road, Yuexiu DistrictGuangzhou 510020, Guangdong, ChinaAttention: Mr. Long TengdeDear Mr. Long:Late Delivery of Order 332Sincerely yours, Aaron Samson, R&D managerJPEnclosures: 3cc: Ronald Terry, Logistics manager3.28, January, 2007Roland Trading Co., Ltd.23 Yuexiu Zhong RoadGuangzhou, China Dear Mr. Thompson:We have received your letter concerning your Purchase Contract No. 898. Upon receipt of the letter, an urgent meeting was held between the supplier and us. The result turned out to be favorable. Delivery is rescheduled to April 2, 2007, as requested in your letter. We would be pleased to offer help to you whenever it is need. If you have further questions, please feel free to inquire us. Yours respectfully,Toddy MasonExport Manager4. Envelope: Li Fenjin Data Magic Machinery Co., Ltd.23 Huangshi Xi RoadGuangzhou, China CONFIDENTIAL Peter Houston1708 Reserve StGarland, TX75042-7621USA Letter:18 May, 20071708 Reserve StGarland, TX75042-7621USA Dear Mr. Houston: We acknowledge with thanks your product catalog. It is our great pleasure to find that the data acquisition system listed in the catalog has a huge potential in our market. However, its price is far out of the price range of our market, which remains to be an obstacle in boosting possible future sales. If you kindly offer us a 25% discount, we will be willing to order 3 sets as a starter. We wish that this would be our first step in establishing long-term relationship. Your reply is earnestly awaited. Yours respectfully,Li FenjinPurchasing ManagerChapter 61. 1) A business memo, which is an effective and efficient tool in business communication, is an in-house business letter. 2) A good memo should follow a set of guidelines, which foster its formation and upgrade expressiveness. 3) A memo can keep members of a business organization from attending time-consuming meetings while furnishing them with sufficient information. 4) Memos are different from letters in their formats and styles; however, they both serve the purpose of business communication. 5) The common formats of a memo are block format and modified block format. Block format begins every paragraph flush with the left margin and leaves an empty line of space between each paragraph. Modified block format indents each paragraph and does not leave an empty line of space between each paragraph. 2. 1) MEMO Date: 11 November, 2006 To: General Manager From: He Chunnan, Finance Manager Subject: Staff changes in my department 2)MEMO Date: 12 January, 2007 To: Board of Directors From: Lin Deng, Marketing Manager Subject: Product launch plan of T008AE washing machines 3)备忘录 日期：2007年11月8日 致： 执行总裁 凯尔 史密斯 由： 人事经理 通尼 约翰逊 主题：2008年招聘计划与时间表 4) 备忘录 日期：2007年5月12日 致： 各部门经理 由： 人力资源经理 主题：新激励制度 3. 1) MEMO Date: 11 January 2007 To: Lorry Thomas, Assistant of Training Department From: Tory King, Training Manager Subject: Training program on hardware maintenance A new training program on hardware maintenance, which lasts one month from January 15 to February 15, is arrange for the ten trainee technicians recruited on January 1. In order to guarantee the execution of the program, John Hoover, the workshop supervisor, should be sufficiently informed of its details and specifications, and two senior engineers from the production department should be designated to assist and assess it. Could you give me a notice when the aforesaid tasks are completed? Thank you! 2) MEMO Date: 6 June 2007 To: All staff From: Ella Montana, Secretary of Personnel Department Subject: Procedure of signing in and out In order to keep a record of attendance, all staff at the headquarters is required to follow the correct procedure of signing in and out. To be specific, one should sign in the time he/she arrives at their office and signs out the time he/she leaves work. The signatures should be put in the green and blue columns of the attendance records book for signing in and out respectively. Anyone who does not follow the procedure will receive a warning for the first time and a penalty notice for the subsequent times. 4.GlobExMEMORANDUMDate: March 6, 2007To: All the staff members From: Tony Boston , Chief Secretary Re: Installation of air-conditioners I have arranged the technicians of an air-conditioner company to come to our companys building next Tuesday to install air-conditioners in all 9 office rooms of our company. All of the co-workers please prepare the rooms for the work, filing the most important documents and putting them in the filing cabinets. The work will start at 9:30 am and finish in the afternoon. It is highly probable that our work will be interrupted for one hour in each room.Chapter 71.1) Telephone etiquette is a set of guidelines that guarantee the appropriateness of the language and manners used in telephone conversations. It is very important because the telephone is the most frequently used tool in business communications. Therefore, appropriate telephone etiquette is the first step to the favorable impressions.2) A recipient should first welcome the caller, announce the firms name, make a self-introduction and express the readiness to help. 3) The following should be included in a phone message: the name of the callers and the one who takes the message, the date and time of calling, the callers phone number, and the key points of the message. 4) “Hello, this is Lorry from Manson Electronics on behalf of Mr. Williams, General Manager. I wonder whether Mr. Johnson is available for an urgent conversation concerning the construction project.” 2. Oral practice may take different forms and necessary reference can be made to the corresponding parts in this chapter. 3. Oral practice may take different forms and necessary reference can be made to the corresponding parts in this chapter.Chapter 81.1) agenda2) view3) point4) attend5) chairman6) vote7) minutes8) adjourn2.1) The major difference between formal and informal meetings is that the former follows a stricter procedure than the latter. 2) Besides making necessary preparations and arrangements, the secretary must understand how to set an agenda and write meeting minutes to make sure that a meeting achieved its expected effects. 3) The purpose of meeting minutes is to make know to the participants the tasks and topics of a meeting. Its basic contents include