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商务秘书实务课后练习答案

Keys to the Exercises of Corporate Secretarial Practice

Chapter 1

1)The secretary?s responsibilities have been upgraded from handling office chores to a higher

level, where organizing, supervising and training have become the core components of a secretarial job.

2)The secretary?s professionalism and reliability have more influence on the daily and

long-term management of the company than before, because managers?and executives?reliance on their secretaries have witnessed an unprecedented increase.

2.The major responsibilities and tasks of a modern day secretary can be summarized into three

categories: the independent operation of day-to-day documentary work, execution of internal and external communication, assistance in management and supervision, direct involvement in staff training.

3.Answers may vary with varied individual impressions.

1)The secretary is mainly responsible for assisting a manager or managers on a daily basis.

2)He/She should have basic skills in office management and corporate communication as well

as a strong sense of professionalism, responsibility, reliability and business etiquette along with attractive personality and character.

3)He/She should have the initiative to familiarize himself/herself with the way the company

operates and its policies so as to be capable of arranging duties according to their priority and making quick responses and sensible decisions.

4)He/She should understand how to fulfill office duties, maintain appropriate appearance,

communicate verbally and non-verbally, and execute instructions and orders efficiently, because they are the foundation of successful daily corporate management and the first contact with the outsiders.

5)He/She should be ethical, professional, positive and attractive, because only with these

qualities can his/her reliability and efficiency in performance be guaranteed.

Chapter 2

1）Answers may vary with varied personal experiences.

2）Personally, I believe the opinion originates from narrow-sightedness and nationalism, which can be regarded as wrong. As is observed, globalization is the definite trend of the world economics. The communication and business contacts with the Western businesspeople are surging in their frequency. Therefore, learning the Western business etiquette is highly necessary out of the simple but absolute reason that mutual respect is the key in successful business interactions.

1) No; 2) No; 3) Yes; 4) No; 5) No; 6) No; 7) No; 8) Yes

1)The colleague should not answer calls in front of the clients. Instead, he/she should set the

cell phone on the …vibrate? code or even turn it off. If he/she has to answer an important call, he/she should apologize to and then leave the client temporarily for the call.

2)He should not think of a company buffet as a chance of self-indulgence. Instead, he should

probably eat before he goes to the buffet and limit himself to alcohol so as to keep sober. 3)She should not apply makeup during the course of the meeting. Instead, she should have

had herself appropriately made up before the meeting and simply keep herself at ease in the meeting.

4)He should not make noises when eating. Instead, he should roll the noodles every time he

puts them into his mouth and chew them with his mouth closed.

For reference only:

From: “Steven Goody”

To: “Larry Parker”

Subject: Price catalog and samples

Date: Wed, 18 August 2006 08:28:10

Dear Larry:

Two weeks ago, we requested you to send us your latest price catalog and the samples of the stuffing. However, they have not arrived yet. Would you please check whether there were any mistakes occurring during their delivery?

At present, our production is preparing for the mass production of Teddy bears for the upcoming Christmas season. It is the high time for us to do the final cost accounting and select the most appropriate stuffing. The late delivery of the price catalog and samples may give rise to a series of production problems afterwards.

Viewing our well-established relationship, we can rest assured that quick reaction will be made to find the best solution to this problem. We are looking forward to hearing from you with regard to the solution.

Steven

Chapter 3

1）Answers may vary with varied individual understanding of secretarial professional ethics.

Additional points that can be added to the list are being self-motivated, self-improving, coordinative, enterprising, etc.

2）Answers may vary with varied individual insights into the tips.

3）The major differences that exist between Chinese and American secretaries may be that Chinese secretaries?average age tends to be younger than that of American ones, for

secretaries? appearance is an indispensable reflection of corporate image in China, while experience and expertise outweighs appearance in choosing a secretary in U.S.. That gives an explanation to the fact that American secretaries follow more strict ethical codes so as to be professional in fulfilling their duties.

4）Chinese employees should first of all realize that the secretarial job is not short-lived, which means it is a job that may end before 35. Instead, they should pay more attention to their inner qualities, which are composed of guiding and enlightening secretarial principles, and basic and in-depth understanding and knowledge of a secretarial job.

2. Personally, I believe that dating an immediate superior is against the secretarial ethical codes, because their relation may have direct influence on their roles in work, which may ultimately undermine their performance, efficiency and even the company?s interests.

Chapter 4

1)The major differences that lie between business letters, memos and e-mails are their

formality and target readers. The first one is the most formal, aiming at the readers with whom the writer is in a fairly serious relation; the second one is less formal, aiming at the readers who are lower in hierarchy; the third is the least formal, aiming at the readers with whom the writer feels much at ease.

2) A well organized paragraph should be appropriately generalized and adequately

supported with logical transitions with the previous paragraph and the subsequent one.

3)The mistakes in a sentence are incompleteness, wordiness and wrong choices of voice.

The reasons that are attributed to them are that the Chinese tend to be confused about English sentence structures, unfamiliar with English wording and unaware about the use of voice in business writing.

4)Answers may vary with varied individual findings.

From: Royce Mason

To: "Tommy Lynch"

Subject: Solutions to late delivery

Date: Friday, 12 May 2006 8:18:11

Dear Tommy:

We have paid immediate attention to the problem of late delivery of the order. After an enquiry with the shipping company, it was discovered that the ship that carried the order encountered mechanical problems halfway to the port of destination. The shipping company is now seriously considering the needs for transshipment. In the meantime, we will keep track of the latest information from the shipping company and come up with the solutions for your best interests. Please accept our sincere apology for the problems arising from the late delivery.

Best regards,

Royce

A Report on the Launch of T330 Electric Shavers

With one year?s extensive surveys on South China market area, it can be safely concluded that there is a great sales potential of T330 Electric Shavers. The surveys mainly targeted the men consumers of various age and income groups. The findings are listed as follows:

First, the 25 to 35 age groups are most interested in electric shavers. Since they are fully occupied in the daytime, they cannot afford much time to shave before they set out for work. This provides a selling point for T330 Electric Shavers, which are designed to be capable of complete shaving in less than 5 minutes.

Second, the suggested sales price of T330 Electric Shavers is 220 RMB, falling into the price range of the 2000 to 3000 RMB income group. In relatively developed South China, the aforesaid income group covers a population of 1 million, who concentrate in the major southern cities, such as Guangzhou, Shenzhen, Foshan and Zhuhai. Such a concentration provides a foreseeable market share for T330 Electric Shavers.

In summary, the launch of T330 Electric Shavers will be a success if the launch time is well set and the follow-up marketing strategy is appropriately employed.

Chapter 5

1)Business letters, fax and e-mails are the major components of business correspondence.

2)The three basic formats are the block business letter format, the semi-blocked business

letter format and the indented business letter format.

3)The major differences are that the layouts of the three formats are varied according to the

different sets of standards and their common purpose is present the information in a neat and decent manner.

4) A business letter normally have a return address, a date, a reference line, an inside

address, an attention line, a salutation, a subject line, a body, a complimentary close, a signature block, identification initials, and an enclosure notation.

5) A business letter should provide all pertinent information in a clear and concise manner

with a purpose that stands out at beginning and is supported all through the letter. The grammar applied should serve the information flow in an accurate and appropriate manner. Last but not least, the tone should keep in line with the purpose and be well reflected through the information.

TT&G Consultancy,

18 Leicester Street

Birmingham, 22356, UK

20-3399-8863

20 November, 2007

Guangzhou Latina Biochemistry Co., Ltd.

28 Dongfeng Road, Yuexiu District

Guangzhou 510020, Guangdong, China

Attention: Mr. Long Tengde

Dear Mr. Long:

Late Delivery of Order 332

Sincerely yours,

Aaron Samson, R&D manager

Enclosures: 3

cc: Ronald Terry, Logistics manager

TT&G Consultancy,

18 Leicester Street

Birmingham, 22356, UK

20-3399-8863

20 November, 2007 Guangzhou Latina Biochemistry Co., Ltd.

28 Dongfeng Road, Yuexiu District

Guangzhou 510020, Guangdong, China

Attention: Mr. Long Tengde

Dear Mr. Long:

Late Delivery of Order 332

Sincerely yours,

Aaron Samson, R&D manager

Enclosures: 3

cc: Ronald Terry, Logistics manager

TT&G Consultancy,

18 Leicester Street

Birmingham, 22356, UK

20-3399-8863

20 November, 2007

Guangzhou Latina Biochemistry Co., Ltd.

28 Dongfeng Road, Yuexiu District

Guangzhou 510020, Guangdong, China

Attention: Mr. Long Tengde

Dear Mr. Long:

Late Delivery of Order 332

Sincerely yours,

Aaron Samson, R&D manager

Enclosures: 3

cc: Ronald Terry, Logistics manager

28, January, 2007

Roland Trading Co., Ltd.

23 Yuexiu Zhong Road

Guangzhou, China

Dear Mr. Thompson:

We have received your letter concerning your Purchase Contract No. 898.

Upon receipt of the letter, an urgent meeting was held between the supplier and us. The result turned out to be favorable. Delivery is rescheduled to April 2, 2007, as requested in your letter.

We would be pleased to offer help to you whenever it is need. If you have further questions, please feel free to inquire us.

Yours respectfully,

Toddy Mason

Export Manager

Envelope:

Li Fenjin

Data Magic Machinery Co., Ltd.

23 Huangshi Xi Road

Guangzhou, China

CONFIDENTIAL

Peter Houston

1708 Reserve St

Garland, TX

75042-7621

USA

Letter:

18 May, 2007

1708 Reserve St

Garland, TX

75042-7621

USA

Dear Mr. Houston:

We acknowledge with thanks your product catalog. It is our great pleasure to find that the data acquisition system listed in the catalog has a huge potential in our market.

However, its price is far out of the price range of our market, which remains to be an obstacle in boosting possible future sales. If you kindly offer us a 25% discount, we will be willing to order 3 sets as a starter.

We wish that this would be our first step in establishing long-term relationship. Your reply is earnestly awaited.

Yours respectfully,

Li Fenjin

Purchasing Manager

Chapter 6

1) A business memo, which is an effective and efficient tool in business communication, is an

in-house business letter.

2) A good memo should follow a set of guidelines, which foster its formation and upgrade

expressiveness.

3) A memo can keep members of a business organization from attending time-consuming

meetings while furnishing them with sufficient information.

4) Memos are different from letters in their formats and styles; however, they both serve the

purpose of business communication.

5) The common formats of a memo are block format and modified block format. Block format

begins every paragraph flush with the left margin and leaves an empty line of space between each paragraph. Modified block format indents each paragraph and does not leave an empty line of space between each paragraph.

MEMO

Date: 11 November, 2006

To: General Manager

From: He Chunnan, Finance Manager

Subject: Staff changes in my department

MEMO

Date: 12 January, 2007

To: Board of Directors

From: Lin Deng, Marketing Manager

Subject: Product launch plan of T008AE washing machines

备忘录

日期：2007年11月8日

致：执行总裁凯尔史密斯

由：人事经理通尼约翰逊

主题：2008年招聘计划与时间表

备忘录

日期：2007年5月12日

致：各部门经理

由：人力资源经理

主题：新激励制度

MEMO

Date: 11 January 2007

To: Lorry Thomas, Assistant of Training Department

From: Tory King, Training Manager

Subject: Training program on hardware maintenance

A new training program on hardware maintenance, which lasts one month from January 15 to

February 15, is arrange for the ten trainee technicians recruited on January 1. In order to guarantee the execution of the program, John Hoover, the workshop supervisor, should be sufficiently informed of its details and specifications, and two senior engineers from the production department should be designated to assist and assess it. Could you give me a notice when the aforesaid tasks are completed? Thank you!

MEMO

Date: 6 June 2007

To: All staff

From: Ella Montana, Secretary of Personnel Department

Subject: Procedure of signing in and out

In order to keep a record of attendance, all staff at the headquarters is required to follow the correct procedure of signing in and out. To be specific, one should sign in the time he/she arrives at their office and signs out the time he/she leaves work. The signatures should be put in the green and blue columns of the attendance records book for signing in and out respectively. Anyone who does not follow the procedure will receive a warning for the first time and a penalty notice for the subsequent times.

GlobEx?

MEMORANDUM

Date: March 6, 2007

To: All the staff members

From: Tony Boston , Chief Secretary

Re: Installation of air-conditioners

I have arranged the technicians of an air-conditioner company to come to our company?s building next Tuesday to install air-conditioners in all 9 office rooms of our company. All of the co-workers please prepare the rooms for the work, filing the most important documents and putting them in the filing cabinets. The work will start at 9:30 am and finish in the afternoon. It is highly probable that our work will be interrupted for one hour in each room.

Chapter 7

1)Telephone etiquette is a set of guidelines that guarantee the appropriateness of the language

and manners used in telephone conversations. It is very important because the telephone is the most frequently used tool in business communications. Therefore, appropriate telephone etiquette is the first step to the favorable impressions.

2) A recipient should first welcome the caller, announce the firm?s name, make a

self-introduction and express the readiness to help.

3)The following should be included in a phone message: the name of the caller?s and the one

who takes the message, the date and time of calling, the caller?s phone number, and the key points of the message.

4)“Hello, this is Lorry from Manson Electronics on behalf of Mr. Williams, General Manager.

I wonder whether Mr. Johnson is available for an urgent conversation concerning the

construction project.”

Oral practice may take different forms and necessary reference can be made to the corresponding parts in this chapter.

Chapter 8

1)agenda

2)view

3)point

4)attend

5)chairman

6)vote

7)minutes

8)adjourn

1)The major difference between formal and informal meetings is that the former follows a

stricter procedure than the latter.

2)Besides making necessary preparations and arrangements, the secretary must understand

how to set an agenda and write meeting minutes to make sure that a meeting achieved its expected effects.

3)The purpose of meeting minutes is to make know to the participants the tasks and topics of

a meeting. Its basic contents include the names of the participants, minutes of the last

meeting, matters arising from it, agenda subjects of this meeting, any other matters, date, time and place of the next meeting and adjournment.

4)The meeting minutes aims to provide an accurate and concise record of the business

transacted.

5)Special attention should be given to the detailed parts, such as the person and tense, the

names listed and the correct place for the chairperson?s signature.

NOTICE OF MEETING

There will be a new employee training seminar at 3:00 pm, October 28, in the conference room on the tenth floor of the company headquarters building. The managers and vice managers from all the departments are expected at the meeting.

General Manager?s Office

Agenda

1.Welcome and introduction from the Chair

2.Roll call of attendance and apologies for non-attendance

3.Minutes from the last meeting

4.Matters arising from the last meeting

5.Discuss the draft of the annual report of the GM for the year 2006

6.Set the target sales figures for the year 2007

7.Discuss the development strategy of 2007;

8.Discuss the upgrading of the office computer network in the head office.

9.Date, time and place of next meeting

10.Adjournment

GUANGZHOU TIANYI DAILY NECESSITIES CO., LTD.

Minutes of Progress Meeting held on 10 October 2006

PRESIDING: Liu Yuanwei, General Manager

PRESENT: Huang Sijie, Wang Fengtong, Chang Yuling, Si Xiaozhen, Long Yiliang, Peter Lee, Maggie Fung

APPOLOGIES FOR ABSENCE WERE RECEIVED FROM:

Dong Tingge, Lin Qiang, Carlos Bush

SUMMARY OF THE MEETING:

The Chairman called the meeting to order at 9:00 a.m.. As the first item on the agenda, he asked for approval of the minutes of the meeting held on 10 September 2006, which were agreed and signed, subject to the following amendments: Para. 1, Line 3 “temporary decision”should read “temporary appointment”.

The Chairman asked Huang Sijie to read the company?s appointment letter concerning Long Yiliang and the other staff. A discussion was held on recommending Li Neng to be vice Marketing Manager.

Wang Fengtong, Logistics Manager, reported the actual total expenditures of the third season, and predicted the total expenditures of the fourth one.

Chang Yuling, Production Manager, made a report on the management of production security, and the attendees put forward suggestions on how to deal with the security hazards existing in production.

Other business raised at the meeting included:

1)The adjustment of the staff?s working state and the strengthening of the work

disciplines.

2)Liu Yuanwei?s explanations of the principles of making overtime pay during the Spring

Festival of 2007.

The next meeting is scheduled for 10 November, 2006 at the Headquarters Conference Room.

The meeting adjourned at 12:05 p.m.

SIGNA TURE: Liu Yuanwei, General Manager

Agenda

1.Welcome and introduction from the Chair

2.Roll call of attendance and apologies for non-attendance

3.Minutes from the last meeting

4.Matters arising from the last meeting

5.Discuss the correspondence contents from the Marketing Department

6. A vote of investment on the MP3 project

7.Date of next meeting

8.Adjournment

Chapter 9

1)Because a secretary can present his/her competence and value to the company when

making presentations, and good presentations skills can guarantee excellent their performances so that he/she can prove his/her competence.

2)Answer may vary according to varied personal findings.

3)Answer may vary according to varied personal experience.

4)Answer may vary according to varied personal understanding.

The presenters are advised to break the report down into the main points of the presentation, and design the slides in accordance with the points for attention in listed on p 84.

To complete this assignment, the students are required to do online research on the topics as well as making reference to relevant books, journals and magazines. The presentations should be the highlights of the gist and key points of the reports on the three given topics. Teamwork, integrity and creativity are the elements that compose a success in this assignment.

Presentations on this should be varied in line with the companies selected.

Chapter 10

1)Because a secretary has to shoulder the responsibility of arranging business trips in the

companies where there is no special section for it. Being familiar with the arrangements

may help improve his/her efficiency in meeting such a need.

2) A good itinerary is composed of the date and time of departure and return, time of

arrival at each stop, the details concerning names, addresses and telephone numbers of

hotels and engagements.

3)The similarities are that they both require an itinerary, hotel and ticket bookings and

insurance coverage, and the differences lie in that arranging a trip abroad involves the

lessening of the effects of jet lag, the preparation of traveling documents, and the

exchange of foreign currency.

4)Answer may vary according to varied personal experience.

Chapter 11

1)Business entertaining plays a crucial role in relation-building in the business world,

because more business is being conducted in social settings, where excellent entertaining may foster a business deal or a long-term relationship.

2)They mainly differ in the formality of the settings and the arrangements.

3)The secretary plays a dispensable role in business entertaining, because he/she assists

generally or acts as hosts or hostesses to meet the guests?needs and make them comfortable.

4) A secretary should not touch on the topics that lead to controversies and give top priority to

the company?s best interests in choosing topics for conversation.

5)Because they may be aware of the entertaining costs and thus be less entertained.

6)The differences lie in the humbleness of language employed in the invitations, namely, the

Chinese ones may be more humble in tone than the English ones as the language manifests.

Vice President Mr. Larry Lawrence

Request the pleasure of your company

at a welcoming reception and celebration party

On Tuesday evening, the thirty-first of June

From six thirty until nine o’clock

The Four Seasons Dining Hall, China Hotel

The favor of a reply is requested Black Tie

at 020-********

Mrs. Lyn Preston

requests the pleasure of your company

at a celebratory buffet luncheon

celebrating the launch of the communication satellite

on Sunday, the ninth of November

from eleven until half past thirteen o’clock

Guangzhou Headquarters

R.S.V.P.

Office of the President

(020)86888386

The students should come up with their own checklists after a discussion with their group members. The checklists should be reasonably elaborated in their presentations.

Chapter 12

1) A balance sheet is essentially a snapshot in time of the financial condition of a company.

2)Assets are things that are owned by the business; liabilities are things that are owed to

others; owner's equity is the difference between assets and liabilities.

3) A balance sheet is usually composed in the form of a table, which have a certain set of

entries and follows a certain format.

Foshan Blue Peacock Audio & Video Production Co.,Ltd Balance Sheet as of June 30, 2007 Line No. Assets ( CNY )

1 Current Assets

2 Cash On Hand 45,000

3 Cash On Bank 298,000

4 Accounts Receivable 124,000

5 Merchandise Inventory 1,025,000

6 Copyright Revenue 50,000

7 Total Current Assets 1,542,000

8 Fixed assets

9 Equipment and Fixtures(Less Depreciation) 980,000

10 Cars(Less Depreciation) 752,000

11 Real Estate(Offices) 3,030,000

12 Total Fixed Assets 4,762,000

13 Total Assets 6,304,000

15 Liabilities

16 Current Liabilities

17 Accounts Payable 4,820,970

18 Notes Payable, Bank 210,400

19 Accrued Payroll Expenses 492,080

20 Total Current Liabilities 5,523,450

21 Total Liabilities 5,523,450

23 Net Worth(Owner's Equity) 780,550

Chapter 13

1)Answer may vary according to varied personal experience.

2)Personal income tax is calculated by working out the total monthly salary, which is

subtracted by 1600, then is multiplied by the relevant tax rate and finally is subtracted by a

quick calculation deduction figure.

3)Quick Deduction can help smoothen the curve in the PIT graph and thus make PIT

calculation more accurate and reasonable.

4)Because a company has to share the costs of social insurance and Accommodation

Accumulation funds with its staff within a required percentage.

Chapter 14

1)Petty cash is the small amount of cash that is always kept available in the firm for payment

of small items.

2)Petty cash is used to pay for small items, such as tea, coffee, milk and sugar for the office

staff, bus or taxi fares, parking fees, postage stamps, cleaner?s wages, and small items of office stationery.

3)An imprest system is a system in which a sum of money to equal the amount which has

been spent is disbursed by the chief cashier to the petty cash cashier at the end of a regular period.

4)The procedure is that the company management decides the total amount of the pretty cash,

and then a check is written to the petty cash custodian to establish the petty cash fund.

5) A petty cash voucher is used for the management of the petty cash.

6)The procedure is that the custodian obtains the proof of purchase from the person who

claims reimbursement, requires him/her to complete a petty cash voucher and reimburses

him/her after the voucher has been approved by the appropriate person.

1) b

2) d

3) a

4) b

5) d

6) a

7) b

8) d

9) c

10) d

Chapter 15

1)The responsibilities and duties include his/her assistance and involvement in conducting an

interview, orienting and training employees, managing employee performance and