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(1)
(2)

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 Learner’s

Dictionary)

(3)

The Secretary

The role of the secretary:

As an assistant

As a manager

As an executive

As a leader

(4)

AGENDA

The Secretary

and the Language

Cultural

Awareness

The Office

Meetings

Telephone

Writing

Travel Management

The 21st Century

Professional

(5)
(6)

11%

89%

Bilíngues

Não citam

(7)

Nível de Inglês

24%

45%

31%

Básico

Intermediário

Avançado

(8)

Importância da Língua Inglesa para a profissão

99%

1%

Muito importante

Um pouco importante

(9)

Possui algum diploma internacional

13%

87%

Sim

Não

(10)

CULTURAL AWARENESS

‘Share our similarities,

celebrate our differences.’

(11)
(12)

Welcome visitors to your company and show them the premises

(13)

Communication in Business

Exchanging business cards

Shaking hands

Kissing

Small talk before meetings

Using first names

Punctuality

Giving presents

Humour

How important are the following things when doing business in our country?

Are they: important, not important or best avoided?

(14)

Communication in Business

What would you say in the following situations?

– You don’t hear someone’s 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 colleague’s been made redundant.

(15)

WHAT CAN WE DO TO IMPROVE

INTERCULTURAL COMMUNICATION?

(16)

avoid using slang and idioms, choosing words that will convey only the

most specific meaning;

listen carefully and, if in doubt, ask for confirmation of understanding

(particularly important if local accents and pronunciation are a problem);

recognise that accenting and intonation can cause meaning to vary

significantly;

respect the local communication formalities and styles, and watch for any

changes in body language.

(17)

U.S. and British negotiators found themselves at a standstill

when the American company proposed that they "table"

particular key points. In the U.S. "Tabling a motion" means to

not discuss it, while the same phrase in Great Britain means to

"bring it to the table for discussion."

(18)

British English x American English

Accomodation

Alter

Bill (for food)

Engaged (telephone)

Fill in

Luggage

Reception

Taxi

Petrol

Holiday

Return

Truck

Line

Accomodations

Change

Check

Busy

Fill out

Baggage/Luggage

Front desk/Front office

Cab

Gasoline

Vacation

Round trip

Lorry

Queue

(19)
(20)

Office Supplies

CD-ROM

KNIFE

HOLE PUNCH

ADHESIVE TAPE

SCISSORS

FOLDBACK

CLIP

STAPLER

RUBBER BANDS

MAGAZINE FILE

SHREDDER

RUBBER BANDS

STAPLER

(21)
(22)

Give directions about the time of

a meeting and where it will be held

(23)

Read and understand an agenda for a meeting

(24)

Understand lines of argument and the reasons for decisions

made in meetings that I attend

(25)

Minutes

(26)

Take part in a meeting and write the minutes

(27)

Issues to be considered

when arranging a meeting

Could we meet on Monday at 10.30?

Are you free sometime next week?

How about next Friday?

What about April 10

th

?

Would Wednesday at 2pm suit you?

Is 11.15 convenient?

Making arrangements

Changing arrangements

Responding

– That’ll be fine.

– That’s ok.

– No sorry, I can’t make it then.

– My diary’s rather full that day/week.

– Sorry, I’ve already got an appointment at that time.

– I’m afraid I can’t come on Friday/then.

– We’ve got an appointment for 11.00, but I’m afraid something’s come up.

– Could we fix another time?

(28)
(29)

Find information that I need in a telephone directory

(30)

Understand a person’s name when she or he gives it to you

over the phone

(31)

Take a telephone message for a co-worker

(32)

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 don’t 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.

Communicating with clarity:

Effective Phoning

(33)

“To the caller, the person who answers the phone

(34)

Telephoning

But… and if you really don’t understand?

Sorry, I…

missed that. Could you say it again?

didn’t catch that. Could you slow down a bit?

don’t understand. Could you explain what you mean?

’m not with you. Could you go over that again?

don’t follow you. Could you run through that again?

(35)

Read the letters of the alphabet

(36)

Spell your name and company name

(37)

Communication

WRITING

(38)
(39)

© 2009 Regina Rezende. Todos direitos reservados.

Dos and Don

´

ts

No clear subject. The subject line should be clear and concise. It

should not contain negative words or expressions.

No greeting. Always begin your email with a friendly greeting.

Copying in too many other people. Don´t cc others unless they are

directly involved in the situation otherwise you just add to the spam that we

all receive on a daily basis.

Flaming. Writing an email in capital letters to make a point is annoying

to read!

Difficult to read. Long emails with no attention to paragraphing,

sentence structure, or unnecessary repetition are difficult to both read and

understand.

(40)

Oops!

An all-caps text

block is angry,

furious, enraged

Only one

paragraph

Threatening

language

don´t solve a

problem

Juvenile touches

(41)

You

´

re more visible in e-mail than in person

People remember who takes the time to write

a clear and effective e-mail.

(42)

Acronyms or Abbreviations?

Altough some acronyms, such as FYI and ASAP, have

passed into dictionaries of standart English usage,

most abbreviations don´t make it across the threshold

.

(43)

Translate documents from English to Portuguese,

with little use of dictionary

(44)

Translate documents from Portuguese to English,

with little use of dictionary

(45)
(46)

What is the purpose of the trip?

What are the desired departure and return times and dates?

What is the point-by-point itinerary?

Will the boss be travelling alone, or will other staff members or

family members be travelling along?

What type of transportation does your boss desire?

Hotel reservations

Transportation reservations

Visas and passports

Immunization

Currency

(47)
(48)

Technical skills

Computer

Equipment

Organization

Meeting planning

How do you evaluate yourself?

Soft skills

Education

Customer Service

Phone Etiquette

Communication

Sales / Networking

Professional Traits

Appearance

Confidence

Protocol

Poise

Confidentiality

(49)

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?

(50)

The future of the assistant is in your

own hands

if you continually

learn, make and achieve goals,

embrace and adapt to change,

you can be whoever you want to

be and do whatever you want to

do. One thing is for sure, it´s up

to you to take responsibility for

your own destiny.”

Sue France, The Definitive Personal Assistant &

Secretarial Handbook

(51)

ENGLISH FOR SECRETARIES

Thank you!

Regina Rezende

21 9305-3308

21 3598-9258

reginarezende@englishforsecretaries.com

http://rrenglishforsecretaries.wordpress.com

www.englishforsecretaries.com

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