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Unit 1 1

Reading:The Nature of Secretarial Work（Ⅰ） 1

Listening ＆ Speaking:Communicating with your Customers 5

Writing:Leaving a Message 6

Extensive Reading:The Nature of Secretarial Work（Ⅱ） 8

Unit 2 10

Reading:Skills Required to Be a Secretary 10

Listening ＆ Speaking:Making Business Appointments 13

Writing:Interoffice Memorandum 14

Extensive Reading:What Makes a Good Secretary? 16

Unit 3 18

Reading:Top 10 Qualities of a Good Secretary 18

Listening ＆ Speaking:Business Inquiries 21

Writing:Notice 22

Extensive Reading:Secretarial Signs of the Times 24

Unit 4 25

Reading:The Secretary's Role at Meetings 25

Listening ＆ Speaking:Negotiating Prices 29

Writing:Agenda 30

Extensive Reading:How to Write an Agenda 33

Unit 5 35

Reading:Tips to Run Productive Meetings 35

Listening ＆ Speaking:Counter-Offer 39

Writing:Minutes 41

Extensive Reading:Taking Minutes 44

Unit 6 46

Reading:How to Write an Effective Business Letter 46

Listening ＆ Speaking:Writing a Letter 49

Writing:Business Letter 51

Extensive Reading:Ten Tips to Simplify your Business Correspondence 55

Unit 7 57

Reading:Getting along with Colleagues（Ⅰ） 57

Listening ＆ Speaking:Entertainment 60

Writing:Note 62

Extensive Reading:Getting along with Colleagues（Ⅱ） 63

Unit 8 65

Reading:Qualities of a Good Receptionist 65

Listening ＆ Speaking:Business Dinner 68

Writing:A Letter of Invitation 70

Extensive Reading:Duties of the Receptionist 71

Unit 9 73

Reading:Tips When"Answering"the Telephone Call 73

Listening ＆ Speaking:Making a Phone Call 76

Writing:Reply to Invijation 77

Extensive Reading:Basic Telephone Skills 80

Unit 10 82

Reading:Filing Systems（Ⅰ） 82

Listening ＆ Speaking:Marketing 87

Writing:Letters of Acknowledgement 89

Extensive Reading:Filing Systems（Ⅱ） 91

Unit 11 92

Reading:Settling Complaints 92

Listening ＆ Speaking:Complaints and Adjustments 96

Writing:Complaints and Settlement 97

Extensive Reading:How to Deal With Complaints Properly 100

Unit 12 101

Reading:Travel Arrangements 101

Listening ＆ Speaking:Travel 106

Writing:Itinerary 107

Extensive Reading:Etiquette of Gift Giving 108

Keys to Exercises 110

Word List 113