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涉外秘书涉外秘书（一）概述涉外秘书工作的指导思想涉外秘书工作的职能和任务涉外秘书工作的作用涉外秘工作的特点涉外秘书工作的基本原则涉外秘书（一）涉外秘书工作人员的政治素养涉外秘书工作人员的职业、道德素养涉外秘书工作人员的知识素养涉外秘书工作人员的能力素养涉外秘书工作人员非智力因素方面的素养涉外秘书（一）国外秘书工作概况国外秘书工作的发展趋向1.Preparingandmakingcalls2.Openingcalls--Explainingthepurposeofacall3.Receivingcallsandtakingmessages4.Structingamessage—structuringinformationonthephone5.Exchangingandrespondingtoinformation--Givingfeedback,echoing,clarifying6.Avoidingcommunicationbreakdown—callingback7.Reachingagreement—telephonearrangements8.Activelistening,reflectivequestions—makingenquires9.Handlingcomplaints--stayingpositive10.Recognizingclosingsignals,effectiveclosing涉外秘书（二）接打电话及处理邮件1.Checklist—PreparingforatelephonecallPurposePeopleInformationTone涉外秘书（二）·Introduceself·Askforconnection·Checkthenameofthepersonyouarecalling·Introducesubjectsofcall·Listenactivetoresponses涉外秘书（二）2.ExplainingthepurposeIamcallingabout…ThereasonIamcallingis…It’sabout…It’sinconnectionwith…涉外秘书（二）AskingaboutthepurposeCouldyoutellmewhatit’sabout?What’sitinconnectionwith?MakingtheconnectionJustamoment.Iamputtingyouthrough.涉外秘书（二）3.TakingmessagesExcusesIamafraidheisinameetingatthemoment.outofofficeatthemoment.onholidayatthemoment.HewontbebackuntilMonday.Sheisawayfortheweek.Iamsorry,thelineisbusy.Willyouhold?CanItakeamessage?Couldyouhivehimamessage?涉外秘书（二）涉外秘书（二）4.HandlinginformationEncouragingresponsesOfcourse/pleasedo/goahead/certainlyPositiveresponsesGood/fine/thatsoundgreatNeutralresponsesOk/allrightDisappointedresponsesOhdear/that’sapity涉外秘书（二）RepeatingCouldyoujustgooverthatagain?Letmejustrepeatthat…EncouragingOfcourseGoahead5.StructuringamessageNameContactpersonTelenumberMessagedetails涉外秘书（二）ShowingunderstandingIseeIvegotthatAskingforclarification/repetitionImsorry,Ididn’tcatchthatCouldyourepeatthat?涉外秘书（二）6.Reachingagreement—telephonearrangementsSuggestingameetingNegotiatingatimeExcusesConfirming涉外秘书（三）接待来宾接待要领：热情，大方，得体1.接受名片和递送名片2.招呼来宾3.引导来宾4.帮助上司终止会客5.送客6.重要来宾的会见安排涉外秘书（三）1.接受名片和递送名片接名片时应认真看一遍如有不懂之处应请教对方名片应放在眼睛看到的地方忌：不看名片，在名片上压上别的东西，在名片上写记别的信息2.招呼来宾热情礼貌用语正式规范涉外秘书（三）3.引导来宾引导前应收起文件引导中应走在来宾右前方一公尺处到达目的地后先敲门后进入会客室向上司介绍来宾来宾就座后送上茶水退出涉外秘书（三）4.帮助上司终止会客事先与上司约定或默契。可采用如下方法：把下一位来宾的姓名及到达时间写在小纸条上递给上司；进入上司办公室并通知他客人已到；用内部电话通知你的上司客人已到。5.送客热情，周到涉外秘书（三）6.重要来宾的会见安排确定规格，拟定接待方案ItineraryforUniversityofPittsburghWuhanUniversityDelegationApril23-25,2009Prof.ZhouChuangbing,VicePresidentforInternationalAffairsProf.ChenJiyong,DeanofEconomicsandManagementSchoolProf.ShiYibin,AssociateDeanofSchoolofJournalismandCommunicationsDr.WuMingjian,DirectorofPresident'sOfficeDr.LiHui,DeputyDirectorofInternationalOfficeProf.BiYongyi,PartySecretaryofSchoolofPublicHealthProf.ChenGuoen,AssociateDeanofSchoolofChineseLanguageandLiteratureContactinPittsburghDr.DennisHart,AssociateDirector,412-638-0208–Ms.MurielZhou,ConfuciusInstitute410-790-1386orAsianStudiesCenter/UCIS4104PosvarHall-412-648-7370涉外秘书（三）THURSDAY,APRIL23,200911:30amArrivePittsburghInternationalAirportonUA7620.PleaseproceedtobaggageclaimareaonlowerlevelofairportwhereyouwillbemetMs.HaixiaWang,StaffMemberConfuciusInstituteattheUniversityofPittsburghTransportation:PleasemeetyourdriversfromFirstClassLimousinebesidetheHertzcarrentalcounterneartheUSAirwaysbaggageclaimarea.YourdriverwillbedisplayingyournameWuhanonabrightpinksign.Ifyoucannotfindthedriverpleasecall412-462-8000.Thelimodriversdohaveyourflightnumber.HotelTheHolidayInn,UniversityCenter100LyttonAvenue,Pittsburgh,Pa15213,Phone412-0682-6200Note:PleasenotetheHotelhasaNon-Smokingpolicy.Youarenotpermittedtosmokeinthehotelroomsoranycommonareas,Prof.ZhouChuangbingConfirmation#114227Prof.ChenJiyong,Confirmation#1142248Prof.ShiYibinConfirmation#1142250Dr.WuMingjianConfirmation#1142251Dr.LiHuiConfirmation#1142252Prof.BiYongyiConfirmation#1142253Prof.ChenGuoenConfirmation1142254lunch:Onyourown涉外秘书（三）2:30pmThedelegationwillbemetintheHotellobbyandescortedtoWmPittUnion,LowerLoungebyDr.SiddharthChandra,Director,AsianStudiesCenter(ASC),Co-directortheConfuciusInstituteandDr.DennisHart,AssociateDirector,AsianStudiesCenter3:00–4:00pmAsianStudiesGraduateCeremonyDr.SiddharthChandra,Director,AsianStudiesCenter(ASC),Co-directortheConfuciusInstituteDr.ZhouChungbing,willbeintroducedWilliamPittUnion.LowerLounge4:00pmEscort:Ms.HaixiaWang,StaffMemberConfuciusInstituteattheUniversityofPittsburghRoom110ParranHall4:15–5:15pmMeetwithUniversityofPittsburghPublicHealthOfficialsJoanneRussell,MPPM,RN,CCRC,CenterforGlobalHealthDr.EvelynTalbott,ProfessorDeptofEpidemiologyDr.Zhengmin(Min)QianM.D.,Co-directorEnvironmentalHealthInstitute,GeisingerCenterforhealthResearch,GeisingerHealthSystemMs.JudyRager,MPH,Epidemiologist/ResearchSpecialistWuhanUniversityattendees:Prof.ZhouChuangbing,VicePresidentforInternationalAffairsProf.ChenJiyong,DeanofEconomicsandManagementSchoolProf.ShiYibin,AssociateDeanofSchoolofJournalismandCommunicationsDr.WuMingjian,DirectorofPresident'sOfficeDr.LiHui,DeputyDirectorofInternationalOfficeProf.BiYongyi,PartySecretaryofSchoolofPublicHealthProf.ChenGuoen,AssociateDeanofSchoolofChineseLanguageandLiterature涉外秘书（三）5:15pmReturntohotel–escor