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