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English for Personal Assistants - The essential handbook for doing business internationally
Annie Broadhead, Ginnette Light
Verlag Gabler Verlag, 2007
ISBN 9783834992376 , 223 Seiten
Format PDF
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Contents
6
1 Communicating with clarity
12
Writing clearly
12
Use short sentences
12
Sentence and meaning
13
Writing a good paragraph
14
Effective paragraphing and linking
14
Linking words/expressions
15
Telephoning in English
16
Leaving a voicemail
16
2 Best-practice emails and working in multi-cultural teams
22
Advantages of emails
22
Dos and don’ts
22
Common abbreviations
24
Common e-mail acronyms
25
Emoticons or Smilies
26
To email or not from your work computer
26
Giving negative feedback by email
27
Working in multi-cultural teams
27
The Challenges of Multi-Cultural Teamwork
28
Raising awareness of different communication styles
29
3 Building business relationships
33
Small Talk – Big Problem
33
Why make small talk at all?
34
Be an active listener
34
Making small talk
34
Building on small talk
35
Safe topics to talk about
36
Use open questions when you make small talk
37
Active listening
37
Minimal responses
38
Helping a corporate visitor with problems
39
Writing an email to a new acquaintance – formality vs informality
39
4 Delegating
42
Know your team and the task requirements
42
Vocabulary
43
Excellent communication skills
44
Expressions for getting something done
44
Sample sentences
44
Empowering and ongoing support
45
Expressions for ongoing support
46
Organising a conference
47
Linking words and phrases/Describing a process
47
Speaking in chunks of meaning
50
5 Complaints
51
Complaining by telephone
51
Key factors in complaining whilst maintaining the relationship
53
Letters of complaint
56
Opening and closing salutations
56
Linking words and phrases for comparing and contrasting
58
6 Proposals and reports
59
Proposals
59
First and Foremost/The concept
59
Know the target reader
60
Let’s get writing
61
Title Page
61
Introductory paragraph
61
The main body of the proposal
62
The conclusion
62
The language
63
Revision of first draft
64
Reports
64
Purpose sentence
65
Creating the report
65
The reader(s)
65
Collecting information
66
Organising the report
67
Writing a rough draft
67
Final report
67
7 Meetings
68
Ineffective meetings
68
How to make meetings more effective
68
The agenda
69
Chairing a Meeting
69
Participating in a meeting
72
Expressions for agreeing/disagreeing and giving opinions
72
Giving opinions
73
Minutes
73
8 Writing promotional copy
75
What’s the purpose of the text you’re writing?
75
Two types of advertising
75
Getting the reader’s attention: Headlines
76
9 Apologising
83
Accepting apologies
84
Your voice
85
Dealing with tricky situations
86
Written apologies
86
The language of apologies
89
10 Giving presentations with impact
90
Checklist
90
Using slides
90
Ordering a presentation
94
Structuring a presentation
94
Recycling key information
96
The Q&A session
97
Delivery
98
Voice warmers
98
Final tips
99
11 Team building and giving/receiving feedback
100
Team roles
100
Dealing with different team players
102
Feedback
103
Giving feedback
105
Writing a Memo
105
12 Deadlines and Reminders
107
Asking to have deadlines extended or workload reduced
107
Setting deadlines
108
Getting people to stick to deadlines
108
Written reminders to clients
110
13 Saying “no”
114
Saying ‘no’ politely
114
Saying ‘no’ more firmly
116
Saying ‘no’ assertively
118
Reporting unacceptable behaviour
119
14 Writing CVs with impact, covering letters, and letters of reference
123
How do you prepare to write a CV?
123
How do you write a CV?
124
Dos and don’ts when you write a CV
126
Covering letters
126
Writing a letter of reference
128
Tips for writing a letter of reference
128
Structuring a letter of reference
129
15 Conference invitations and requests for abstracts, cards for various occasions
132
Organising a conference
132
Engaging speakers
132
Call for papers and abstracts
133
Letter of invitation to a conference speaker
134
Writing cards – useful phrases for various occasions
135
Get well cards
135
Cheering someone up
136
Sympathy cards
136
New baby cards
137
Congratulations
137
Work anniversaries
138
Retirement cards
138
New job cards
138
Thank-you cards/notes
139
16 Influencing strategies and tactics
140
How to influence people and win friends
140
Strategies and tactics explained
141
Negative tactics – beware how you use them!
142
Good influencers are fun to be around
142
The Myers Briggs Type Indicator (MBTI)
143
Working out your Myers Briggs type
146
17 Dealing with difficult people
148
Dealing with different types of difficult people
149
Positive vs negative communication
151
Assertiveness
152
Being assertive
155
Tact and Diplomacy
156
Making language more diplomatic
156
Appendix A Linking Words – A Summary
158
Appendix B Punctuation
159
Appendix C Proofreader’s marks
162
Appendix D The use of the articles a/an/the/ zero (no) article
165
Appendix E Conditional forms in the English language
168
1 Communicating with clarity KEY
170
2 Best-practice emails and working in multi-cultural teams KEY
173
3 Building business relationships KEY
176
4 Delegating KEY
179
5 Complaints KEY
182
6 Proposals and reports KEY
185
7 Meetings KEY
189
8 Writing promotional copy KEY
192
9 Apologising KEY
195
10 Giving presentations with impact KEY
198
11 Team building and giving/receiving feedback KEY
201
12 Deadlines and reminders KEY
204
13 Saying “no” KEY
207
14 Writing CVs with impact, covering letters, and letters of reference KEY
210
15 Conference invitations and requests for abstracts, cards for various occasions KEY
212
16 Influencing strategies and tactics KEY
216
17 Dealing with difficult people KEY
220
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