Ⅰ．办公室业务 OFFICE WORK 2
1．摘记，口授笔录，翻译 Taking Notes,Dictations,Translations 2
2．信函的起草，完成，发送 Preparing Letters,Outgoing 4
3．处理收件 Preparing Letters,Incoming 8
4．提示资料（文件，报纸文章等） Presenting Information（Documents,Newspaper Articles,etc.） 10
5．会议，出差的计划 Planning a Meeting,Trip 14
6．办公室的程序 Office Procedures 16
7．培训新任秘书 Training a New Secretary 20
8．归档 Filing 22
9．专门业务——文字处理 Specialized-Word Processing 26
10．专业——报表 Specialized-Spreadsheets 28
11．专业——资料库 Specialized-Databases 32
12．专业——电邮 Specialized-Electronic Mail 34
13．专业——电传·电报 Specialized-Telex,Telegram 38
Ⅱ．接待 RECEPTION 42
1．一般用语 General Greetings 42
2．求职者 Job-Seeker 44
3．新进职员 New Employee 48
4．约会来访 Visit with Appintment 50
5．未约定的来访 Visit without Appointment 52
6．主管 Executive 56
7．特殊访客（家人） Special Visitor(Family) 58
8．外国访客 Foreign Visitor 60
9．修护人员 Servicemen,Repairmen 64
10．政府官员 Government Official 66
11．带领参观 Giving Tour,Guiding 68
12．提供茶点 Offering Drinks,Food 72
13．慰藉（卫生纸，药物） Giving Comforts(toilet,medicine) 74
14．特别协助（口译） Special Assistance(Interpreting) 78
15．指路 Giving Directions 80
16．行程说明 Explaining an Itinerary 82
17．送客 Sending Someone Off 84
Ⅲ 电话 TELEPHONE 88
1．一般用语 General Greetings 88
2．资料（公司内部） Information(inter-co.) 90
3．资料（公司外部） Information(extra-co.) 92
4．查号协助 Directory Assistance 94
5．服务 Services 96
6．发票资料 Invoice Information 98
7．商品 Goods 102
8．约会 Appointments 104
9．交通工具的订位 Transportation Reservations 106
10．订房间 Room Reservations 108
11．交货 Deliveries 110
12．投诉 Complaints 112
13．投诉跟催 Complaint Follow-up 116
14．拒绝，取消 Refusals,Cancellations 118
15．答应 Acceptances 120
16．致谢 Thanks 124
17．致贺·亲善 Congratulations & Goodwill 126
18．慰问 Sympathy 130
19．法律协助 Legal Assistance 132
20．公共设施 Utilities 134
21．电报 Telegram 136
22．银行·外币兑换 Banking,Foreign Exchange 138
23．国际贸易付款 Foreign Trade Payments 140
24．国际电话接线生 International Operator 142
25．股票，债券 Stocks,Securities 144
26．秘书服务 Secretarial Services 146
27．紧急事宜 Emergency 148
28．财务问题 Financial Problems 150
29．总机 Switchboard Operation 154