商务秘书实务Chapter 14 - Petty cash management

《商务秘书实务》第2版习题答案Chapter 1: Introduction to the Secretarial Profession 秘书职业简介Chapter 2: Fundamentals of Business Etiquette 商务礼仪基础Chapter 3: Corporate Secretarial Ethics 秘书职业道德Chapter 4: An Overview of Business Writing 商务英语写作概览Chapter 5: Creating Business Letters in English 商务信函写作Chapter 6: Writing Memos in English 备忘录写作Chapter 7: Telephone Etiquette 电话沟通礼仪Chapter 8: Meeting Organization 组织会议Chapter 9: Presentation Development 开展讲座Chapter 10: Travel and Accommodation Arrangement 旅行和住宿安排Chapter 11: Business Entertaining 商务宴请Chapter 12: Balance Sheet Composition 制作资产负债表Chapter 13: Payroll Sheet Composition 制作员工工资表Chapter 14: Petty Cash Management 小额现金管理Chapter 15: Foundations of Human Resource Management 人力资源管理基础Chapter 16: Public Relations 公共关系基础Chapter 17: Marketing Research and Advertising Campaign 市场调研与广告活动Chapter 18: Writing Resumes in English 英文简历写作Chapter 19: Writing Job-search Cover Letters in English 英文求职信写作。

一、商务活动的基本特点：（1）交易性（2）利益性（3）竞争性二、.商务秘书工作的特点：（1）辅助性（2）中介性（3）综合性（4）机要性三、职业道德是指人们从事的特定的职业范围内所需遵守的一切行为规范的总和，包括职业责任、职业情感、职业纪律和职业能力。

商务秘书职业道德的内容（1）爱岗敬业，忠于职守，自觉履行自己的职责。

（2）诚实守信，恪尽职责，把握分寸。

（3）积极主动，当好参谋助手。

（4）遵守纪律，严守秘密，守时守信。

（5）谦虚谨慎，团结互助，踏实细致。

（6）实事求是，保持默契。

（7）勤奋好学，不断进取，开拓创新。

四、秘书知识构成层次（1）基础知识（2）相关知识（3）专业知识五、.礼仪，是礼节和仪式的总称。

仪式是使用在正式场合有固定程序的一整套礼节。

六、礼仪的特点（1）规范性（2）差异性（3）变化性七、举止优雅的意义首先在于体现了自尊自信，而不是要显示自己多么有教养。

举止优雅的人一般动作幅度都不会太大，不靠张扬的动作来确立自己的信心、展示自己的重要。

其次，举止优雅的人表现了对于他人的尊重，即能够约束自己，不用粗俗的动作冒犯他人、想他人示威。

八、着装的基本特点（1）着装要与场合相适应（2）着装要明确目的（3）着装要符合自己的社会角色（4）着装要适合自身的条件九、接待礼节有三个步骤：迎客、待客、送客。

十、R．S．V．P“敬请答复”十一、西餐的座次安排中西方请客的礼节有很多差异，其中明显的一点就是座次的安排不一样。

西餐的经久是主客间隔而坐、男女间隔而坐、夫妻分开而坐。

目的是为了让大家都有结交新朋友的机会。

即使餐桌上放有座签，也不能擅自入席，必须等主人带领才可以，这一礼节与中餐相同。

十二、构成办公环境的要素（1）空气（2）光线（3）声音（4）空间（5）绿化十三、办公管理程序的概念办公管理程序，是指为了实现某项秘书工作目标，对工作中具有多个环节、步骤，且这些环节、步骤间有规定性的时间顺序的活动或事务流程，进行科学有序地安排和管理，以优化工作流程，使其逐步成为处理某项工作的固定模式和方法，以指导今后所有同类或类似的工作。

《商务秘书实务》教学大纲一、课程说明（一）编制依据本大纲依据“非文秘各专业的专业教学培养方案”所编制（二）课程性质及任务本课程是非文秘各专业的基础课程之一。

通过本课程的学习，要求熟练掌握基本礼仪，能够熟练掌握办会、办文的能力。

（三）课程同其他课程的关系本课程与《经济文书实务》、《秘书学》等课程相辅相成。

（四）教学内容的设置本课程教学内容主要是根据非文秘各专业的专业教学的培养要求来设置。

（五）教学方法与教学手段的采用本课程主要采用讲解式、实训式的形式进行教学。

（六）教材的选用本课程所使用教材为文秘教研室自编教材。

（七）建议学时教学计划学时为56 ，建议学时可为70—72学时。

二、教学时数及分配表教学时数：56三、教学内容第一编商务礼仪第一章商务人员的个人礼仪（一）目的要求掌握商务人员在不同场合的各种礼仪，并能熟练应用。

（二）重点难点重点：行为举止礼仪。

难点；言谈的礼仪。

（三）理论内容第一节商务人员的仪容礼仪。

一、发型美化的礼仪二、面部美化的礼仪要求第二节商务人员的仪表礼仪一、正确的着装原则二、女士着装礼仪要点三、男士服装的着装要点四、男士着装的基本礼仪规范五、正确的佩带饰品第三节行为举止礼仪一、站姿、坐姿、行姿二、有效的手势语、蹲姿、目光、微笑第四节言谈的礼仪一、言谈的内在要求二、交谈中的礼仪和技巧（四）作业测验省略第二章办公室及公共场合礼仪（一）目的要求学习掌握办公室正确得体的礼仪。

（二）重点难点重点：办公室内的礼仪。

难点：特定公众场合的礼仪。

（三）理论内容第一节办公室礼仪一、办公室内的礼仪第二节特定公众场合的礼仪一、街道礼仪二、公车礼仪三、影剧院礼仪四、餐厅礼仪五、宴会礼仪六、舞会礼仪第三节对待校园公众的礼仪一、师生间的礼仪二、同学间礼仪三、课堂礼仪四、学生拜访老师时应注意的礼仪（四）实践内容在教室里以组为单位，设计办公过程中的综合礼仪展现。

第三章商业接待、拜访及会议礼仪（一）目的要求掌握商务人员接待的礼仪规范。

项目一子项目二课后练习题一、单选题1．我国的秘书工作最早出现在（B ）时期。

A．夏B．商C．先秦D．唐2．我国最早从事秘书工作的人，被称为（ D ）。

A．史官B．尚书C．秘书D．巫3．（ C ）是对秘书工作的基本要求。

A．热情B．细致C．周到D．耐心4．办公室工作的特殊性决定了秘书的主要职能是（C ）。

A．服务群众B．甘于奉献C．服务领导D．严守机密5．（ C ）是所有社会组织对办公室人员尤其是秘书无条件的纪律要求。

A．爱岗敬业B．服务群众C．严守机密D．清正廉洁6．秘书工作的根本性质是（C ）。

A．政治性B．政策性C．辅助性D．机要性7．现代社会要求秘书人员既是专才，又是（A ）。

A．通才B．全才C．人才D．天才8．某公司没有专门的保洁人员，也没有制定打扫卫生的轮值制度，办公室的卫生由公司职员自己打扫。

如果你是该公司职员，你通常会采取哪种做法？（ B ）A．上班后，看有没有人做卫生，如果没人做，就自己做B．不管别人做不做，自己都做C．如果公司有比自己年轻的同事，可以让他们去做D．等领导安排自己做的时候再做9．单位对因公出差的住宿费一般都有限额规定，如果领导安排你出差，你会采取以下哪种做法？（D ）A．无论工作是否需要，都按单位规定的最高限额选择饭店B．只要能完成工作，就尽量选择价格较低的饭店C．只要能完成工作，住什么样的饭店无所谓D．住宿的档次对单位的形象和工作有影响，应根据工作需要进行选择10．办公室工作的（D ）决定秘书的主要职能就是为领导服务。

A．关键性B．复杂性C．综合性D．特殊性11．（A ）是秘书良好的礼仪风度中最基本的原则之一。

A．仪表B．个性C．正直D．善解人意12．某顾客在商场挑选商品时，花了很长时间，仍然犹豫不决。

这时售货员可能有以下几种不同的说法，你认为正确的是（B ）。

A．“选好了没有？”B．“我可以帮您参谋一下吗？”C．“需要帮忙吗？”D．“所有商品的质量都是一样的。

外经贸从业人员考试国际商务秘书实务真题2010年5月(总分100,考试时间120分钟)一、单项选择题。

在下列每小题的四个备选答案中选出一个正确的答案，并将其字母标号填入题干的括号内，错选、多选、未选均无分。

（每小题1分，共30分）1. 国际商务秘书的工作原则不包括（）。

A. 保密B. 机动C. 准确D. 迅速2. 以下属于国际商务秘书辅助管理知识的是（）。

A. 社会学B. 语言学C. 公文处理D. 速记3. 国际商务礼仪的基本原则不包括（）。

A. 真诚平等原则B. 规范适度原则C. 遵仪守时原则D. 灵活变通原则4. 坐在低沙发上时，最好采用的女士坐姿是（）。

A. 双腿垂直式B. 双腿斜放式C. 双腿内敛式D. 双腿交叉式5. 以下描述正确的是（）。

A. TOP中的T指的是四季的不同B. 着装应遵循个性化原则C. 全身首饰不得超过4件D. TOP中的场合一般归为公务场合和休闲场合6. 关于握手的描述正确的是（）。

A. 与印度人交往时，要避免两人握手时与另外两人相握的手形成交叉形状B. 遇到基督教信徒，应严禁用左手相握C. 有话想让对方出来讲，握手时不要松开D. 如有手疾应拒绝与对方握手7. 名片存放方法不包括（）。

A. 按性别分类B. 按姓名的汉字笔划的多少分类C. 按专业或部门分类D. 按地区分类8. 构成健康安全的办公环境的基本要素不包括（）。

A. 光线B. 办公设备C. 声音D. 空间9. 下列关于办公流程描述正确的是（）。

A. 办公流程的确定要以组织的结构为依据B. 办公流程中复检的环节应全部取消C. 办公流程管理中的各程序应强制执行D. 办公流程的设计应由秘书负责完成10. 办公用品的采购原则不包括（）。

A. 满足公司办公需要B. 尽量零库存C. 做好相关记录D. 物美价廉11. （）是文书有效传递信息的基本保证。

A. 准确B. 安全C. 及时D. 精简12. 邮件接受程序的第一步是（）。

2014 年12 月外经贸从业人员考试《国际商务秘书实务》真题及详解一、单项选择题。

在下列每小题的四个备选答案中选出一个正确的答案，并将答案填涂在答题卡相应位置。

错选、多选、未选均无分。

（每小题1 分，共20 分）1．以下属于美国《职称辞典》中对秘书工作描述的是（）。

A．寻找深造和事业发展的机会B．整理人事档案C．安排雇主的旅行并安排好旅行路线D．分析问题，选用重要的决策技巧【答案】B2．国际商务活动的基本特点不包括（）。

A．交易性B．利益性C．竞争性D．综合性【答案】D3．礼仪活动中的“礼尚往来”体现了国际商务礼仪的（）。

A．真诚平等原则B．自律宽容原则C．规范适度原则D．遵仪守时原则【答案】A4．以下对坐姿的描述正确的是（）。

A．入座时先走到座位前，轻稳地坐下B．双手可自然弯曲放在膝盖上C．入座后可再站起整理衣服D．起立时，双腿往后收回一步【答案】B5．以下属于开放式办公室缺点的是（）。

A．建筑成本高B．难以监督员工活动C．噪音太大D．难以进行沟通【答案】C6．办公管理程序的特征不包括（）。

A．择优性B．全面性C．稳定性D．可操作性【答案】B7．以下属于第四代时间管理理论特点的是（）。

A．备忘录型B．记事薄规划C．强调价值规划D．自然法则【答案】D8．以下属于办公用品采购原则的是（）。

A．物美价廉原则B．质量优先原则C．分散采购原则D．简化流程原则【答案】A9．标有“亲启”字样的信函属于（）。

A．一般信函B．私人信函C．重要信函D．紧急信函【答案】B10．以下属于文书制作内容的是（）。

A．校对B．签收C．传阅D．归档【答案】A 11．文书工作中的（）是保证文书制作质量，提高文书工作效率，克服文牍主义的重要手段。

A．安全B．统一C．精简D．高效【答案】B12．下列关于邀请函描述错误的是（）。

A．一般由标题、正文、落款、日期组成B．最好有主办方的名字或形象标志C．内容要概括D．语言要恳切、朴实【答案】A 13．（）是收文处理的最后一个环节。

商务秘书实务课后练习答案the Exercises of Corporate Secretarial PracticeChapter11、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、4、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 andcharacter、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 dutiesaccording to their priority and making quick responsesand 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 ofsuccessful daily corporate management and the firstcontact 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、Chapter21、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, globalizationis 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、2、1)No;2)No;3)Yes;4)No;5)No;6)No;7)No;8)Yes3、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、4、For reference only:From: “Steven Goody”<stevengoody@hotmailZZZ>To: “Larry Parker”<larryparker@yahooZZZ>Subject: Price catalog and samples Date: Wed,18 August xx 08:28:10Dear Larry:Two weeks ago, we requested you to send us your latest price catalog and the samples of the stuffing、 However, they have notarrived 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 Chapter31、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 reflectionof 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 before35、 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’sinterests、 Chapter41、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 thereaders 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 theleast 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 thatare attributed to them are that the Chinese tend to be confused about English sentence structures, unfamiliarwith English wording and unaware about the use of voicein business writing、4)Answers may vary with varied individual findings、2、 From: Royce Mason <steven_peng@rolZZZ>To: "Tommy Lynch" <ken_black@rolZZZ>Subject: Solutions to late delivery Date: Friday,12 May xx8:18:11Dear Tommy:We have paid immediate attention to the problem of late deliveryof the order、 After an enquiry with the shipping company, it was discovered that the ship that carried the orderencountered 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 forthe problems arising from the late delivery、 Best regards,Royce3、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, the25 to35 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 T330Electric Shavers, which are designed to be capable of complete shaving in less than5 minutes、 Second, the suggested sales price of T330 Electric Shavers is220 RMB, falling into the price range of the2000 to3000 RMB incomegroup、 In relatively developed South China, the aforesaid income group covers a population of1 million, who concentrate in the major southern cities, such as Guangzhou, Shenzhen, Foshan and Zhuhai、 Such a concentration provides a foreseeable market share forT330 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、 Chapter51、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, acomplimentary 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、2、1)TT&G Consultancy,18 Leicester StreetBirmingham,22356, UK20-3399-886320 November, xxGuangzhou LatinaBiochemistry Co、, Ltd、28 Dongfeng Road, Yuexiu DistrictGuangzhou510020, Guangdong, ChinaAttention: Mr、Long TengdeDear Mr、 Long:Late Delivery ofOrder332Sincerely yours, Aaron Samson, R&D managerJPEnclosures:3cc: Ronald Terry, Logistics manager2) TT&G Consultancy,18 Leicester StreetBirmingham,22356, UK20-3399-886320 November, xxGuangzhou LatinaBiochemistry Co、, Ltd、28 Dongfeng Road, Yuexiu DistrictGuangzhou510020, Guangdong, ChinaAttention: Mr、Long TengdeDear Mr、 Long:Late Delivery ofOrder332Sincerely yours, Aaron Samson, R&D managerJPEnclosures:3cc: Ronald Terry, Logistics manager3) TT&G Consultancy,18 Leicester StreetBirmingham,22356, UK20-3399-886320 November, xxGuangzhou LatinaBiochemistry Co、, Ltd、28 Dongfeng Road, Yuexiu DistrictGuangzhou510020, Guangdong, ChinaAttention: Mr、Long TengdeDear Mr、 Long:Late Delivery ofOrder332Sincerely yours, Aaron Samson, R&D managerJPEnclosures:3cc: Ronald Terry, Logistics manager3、28, January, xxRoland Trading Co、, Ltd、23 Yuexiu Zhong RoadGuangzhou, China Dear Mr、 Thompson:We have received your letter concerning your Purchase Contract No、898、 Upon receipt of the letter, an urgent meetingwas held between the supplier and us、 The result turned out to be favorable、 Delivery is rescheduled to April2, xx, as requested in your letter、 We would be pleased to offer help to you whenever it is need、 If you havefurther questions, please feel free to inquire us、 Yours respectfully,Toddy MasonExport Manager4、 Envelope: Li Fenjin Data Magic Machinery Co、, Ltd、23 Huangshi Xi RoadGuangzhou, China CONFIDENTIALPeter Houston1708 Reserve StGarland, TX75042-7621USA Letter:18 May, xx1708 Reserve StGarland, TX75042-7621USA 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 a25% discount, we will be willing to order3 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 FenjinPurchasing ManagerChapter61、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、2、1)MEMO Date:11 November, xx To: General Manager From: He Chunnan, Finance Manager Subject: Staff changes in my department2)MEMO Date:12 January, xx To: Board of Directors From: Lin Deng, Marketing Manager Subject: Product launch plan of T008AE washing machines3)备忘录日期：xx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：xx年招聘计划与时间表4)备忘录日期：xx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3、1)MEMO Date:11 January xx To: Lorry Thomas, Assistantof 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 January15 to February15, is arrange for theten trainee technicians recruited on January1、In order to guarantee the execution of the program, John Hoover, the workshop supervisor, should besufficiently 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!2)MEM。

秘书实务B0541021 专业选修课工商管理《秘书实务》教学大纲课程名称：课程编码：课程类别：适用专业：学时与学分：课程总学时：32课程总学分：2理论教学学时：32实践（验）教学学时：0一、大纲说明本大纲根据2009级工商管理本科专业人才培养方案制订。

（-）课程的地位和作用本课程通过教学活动让学生掌握秘书工作涉及的具体业务知识，具备娴熟的专业和职业技能，使之能够胜任就业后的职业岗位工作。

（-）课程的教学目的通过本课程的学习，学生能够掌握秘书学的主要理论知识，熟悉秘书工作的基本规律；熟练掌握秘书从业人员应具备的专业技能。

能够胜任各种体制企事业单位的秘书（涉外）工作。

考取全国秘书（涉外）职业资格的四级证书，达到全国秘书职业资格规定的中级水平。

（三）先修课程与后续课程主要先修课程：《应用文写作》二、教学内容、教学要求及教学重点和难点第一部分商务文秘内涵【教学内容】什么样的人员适合做商务文秘人员、商务文秘人员需要具备什么样的能力、商务文秘人员需要掌握的专业技能、商务文秘人员的主要工作【教学要求】了解商务文秘人员的含义、需要具备什么样的能力，熟悉商务文秘人员需要掌握的专业技能、商务文秘人员的主要工作【教学重点】商务文秘人员需要具备什么样的能力【教学难点】商务文秘人员的主要工作第二部分商务文秘人员职业形象设计【教学内容】专业形象设计、专业仪态【教学要求】了解专业形象设计，掌握专业仪态【教学重点】专业形象设计【教学难点】专业仪态第三部分现代商务礼仪【教学内容】随从上司出行礼仪、陪同上司商谈礼仪、拜访客户礼仪【教学要求】掌握随从上司出行礼仪、陪同上司商谈礼仪、拜访客户礼仪【教学重点】随从上司出行礼仪、陪同上司商谈礼仪【教学难点】拜访客户礼仪第四部分沟通技巧训练【教学内容】影响商务文秘沟通的四个因素、商务文秘有效沟通的五个原则、商务文秘四个有效的沟通技巧、商务文秘如何与上司沟通【教学要求】了解影响商务文秘沟通的四个因素、商务文秘有效沟通的五个原则，掌握商务文秘四个有效的沟通技巧、商务文秘如何与上司沟通【教学重点】商务文秘有效沟通的五个原则、商务文秘四个有效的沟通技巧【教学难点】商务文秘如何与上司沟通第五部分文秘的时间管理【教学内容】分析时间、诊断工作环境，提高工作效率、立即改变、跨越时间管理陷阱【教学要求】掌握分析时间、诊断工作环境，提高工作效率、立即改变，了解跨越时•间管理陷阱【教学重点】分析时间、诊断工作环境【教学难点】立即改变第六部分缓解工作压力【教学内容】了解压力、放松自我、战胜压力【教学要求】了解压力，掌握放松自我、战胜压力【教学重点】放松自我、战胜压力【教学难点】战胜压力第七部分办公室事务【教学内容】办公室环境的布置、邮件的收发与传阅、妥善安排约会【教学要求】了解办公室环境的布置、掌握邮件的收发与传阅、妥善安排约会【教学重点】办公室环境的布置、妥善安排约会【教学难点】办公室环境的布置第八部分口才训练与电话技巧【教学内容】电话口头表达训练、电话基本技巧、十大电话情景应对技巧【教学要求】了解电话口头表达训练、电话基本技巧，掌握十大电话情景应对技巧【教学重点】电话口头表达训练、电话基本技巧【教学难点】十大电话情景应对技巧第九部分会议的筹划与管理【教学内容】会前的准备工作、会间的组织服务、会后的善后处理【教学要求】了解会前的准备工作、会间的组织服务，掌握会后的善后处理【教学重点】会前的准备工作、会间的组织服务【教学难点】会后的善后处理三、教学内容及学时分配《秘书实务》课程内容及学时分配其中教学内容总学时讲授学时实践（验、训）学时备注商务文秘内涵22商务文秘人员职业形象设计22现代商务礼仪44沟通技巧训练22文秘的时间管理22缓解工作压力22办公室事务22口才训练与电话技巧22会议的筹划与管理44公文写作技巧14办公室沟通44接待工.作22总计3?32四、教学方法与教学手段说明采用传统教学方式五、考核方式（考核类型：考试）（考核形式：闭卷）六、推荐教材及主要参考资料1.金常德.新编秘书实务【M】・大连：大连理工出版社，2008年2.陈合宜.秘书学【M】.广州：暨南大学出版社，2008年3.郭冬.秘书资格考试指南【M】.北京：中央广播电视大学出版社，2007年4.郭建庆.秘书导论【M】.北京：高等教育出版社，2007年5.谭一平.秘书基础与实务【M】.北京：清华大学出版社，2007年大纲编写人（签字）:曾微鑫教研室主任（审核）:系主任（审核）：。