English for Secretaries Part 1 March 2012

ENGLISH

FOR

SECRETARIES [Level 1]

Haramaya University

ENGLISH FOR SECRETARIES, Part 1

1

Forward

This is a 12-session course of general-use English for all

secretarial staff designed to help secretaries communicate with

foreign visitors.

It also aims to develop professional skills in written English.

Speaking, listening, reading and writing are covered in each

session.

There is an end-of-course exam so that secretaries can see how

much they have achieved.

A certificate will be issued on the successful completion of the

course.

This can easily be modified for any higher education institution in

Ethiopia.

GOOD LUCK!

Linda Robertson

Haramaya University

Edited by

David J Fenech

ELIC Advisor

Ministry of Education

Addis Ababa

Feb, 2012


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Table of Contents

FORWARD……………………………............................................................................. 1

GREETINGS ...................................................................................................................... 3

INTRODUCTIONS ............................................................................................................ 4

NAMES SYSTEM IN THE UK ......................................................................................... 7

NAMES SYSTEM IN ETHIOPIA ..................................................................................... 8

THE ENGLISH ALPHABET ............................................................................................. 9

COUNTRIES, NATIONALITIES & LANGUAGES ...................................................... 10

WELCOMING VISITORS RECEPTION SKILLS ......................................................... 11

PASSING ON MESSAGES IN ENGLISH ...................................................................... 12

TELEPHONE NUMBERS ............................................................................................... 15

TELEPHONE CALLS ...................................................................................................... 17

EXPLAINING PROCEDURES & REGULATIONS ...................................................... 21

REFERENCE PAGE DIRECTIONS ............................................................................... 24

GIVING DIRECTIONS TO VISITORS .......................................................................... 25

EXPLAINING PROBLEMS AND APOLOGISING ....................................................... 27

WRITING & WORD PROCESSING .............................................................................. 30

FILLING IN FORMS ..................................................................................................................... 31

HELPING A FOREIGN VISITOR TO COMPLETE A FORM .............................................................. 31

EDITING TEXT & CHECKING ACCURACY OF WORD PROCESSING .............................................. 32

EDITING TEXT & CHECKING ACCURACY OF WORD PROCESSING….. ......................................... 34

WRITING BUSINESS LETTERS ..................................................................................................... 35

WRITING THE DATE ON LETTERS ............................................................................................... 35

TERMINOLOGY .......................................................................................................................... 37

WRITING A MEMO ..................................................................................................................... 39

E-MAIL ....................................................................................................................................... 40

INTERNAL E-MAIL ...................................................................................................................... 40

SENDING A FAX….. ..................................................................................................................... 41

AGENDA CHECKING FOR ERRORS ....................................................................................... 42

TAKING THE MINUTES Example of an outline of minutes ..................................................... 42

EXAM PREPARATION ................................................................................................................. 43


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GREETINGS

Greeting When it is Used Good morning! • From when you get up

• Until 12pm (Eth: 6:00)

Good afternoon! • From 12pm

• Until about 6pm (Eth: 12:00)

Good evening! • From 6pm onwards

Hallo! / Hi!

How are you? • Less formal, can be used at any time of the

day / night

Goodnight! • Used just before you go to bed

Goodbye!

Have a good evening!

See you tomorrow!

• When finishing work and leaving for the

evening

Have a good weekend!

See you on Monday! • On Fridays when finishing work

Bye! • Less formal

PRACTICE TASK

Work out and say the correct greeting for each situation as quickly as you can with

a partner!

1. It is 10:00am (Eth: 4:00) and a foreign visitor comes into your office.

2. It is 2:00pm (Eth: 8:00) and you want to greet a foreign visitor you see in the

Administration building.

3. It is 12:05pm (lunchtime) and you greet a foreign visitor entering the staff

canteen.

4. It is 7:00pm (Eth: 1:00) and you are walking back to your home when you

meet a foreign visitor on campus.

5. It is 5:00pm (Eth: 11:00) and you are finishing work. A foreign visitor is

leaving the building at the same time.

6. It is 8:00am (Eth: 2:00) and you see a foreign visitor in the corridor.

7. It is Friday at 5:00pm (Eth: 11:00) and you see a foreign visitor when you are

leaving your office.

8. You see a foreign employee on campus that you already know well.

QUICK QUIZ Test a Partner!

1. When does “Good morning” end and “Good afternoon” begin?

2. When does “Good afternoon” end and “Good evening” begin?

3. Can you say “Good day” when you meet someone during the day?

4. Can you say “Goodnight” when you meet someone at night?

5. What is a good answer to “How are you?”

6. What is a good response to “Have a good weekend!”?


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REFERENCE PAGE: DAY & NIGHT in English

The day is divided into “day (time)” and “night (time)”. Daytime is from approximately

6am (sunrise) to approximately 6pm (sunset). Nighttime is from sunset to sunrise.

Every day starts precisely at midnight. AM (Ante-Meridiem = before noon) starts just

after midnight. PM (Post-Meridiem = after noon) starts just after noon.

DAYS OF THE WEEK

Monday today

Tuesday tomorrow

Wednesday

Thursday day

Friday week

Saturday month

Sunday year

INTRODUCTIONS

When working as a secretary, you often make “small talk” to foreign visitors when

they are waiting in reception. It can make the visitor feel more welcome because

most people are happy to talk about themselves and their lives. It is also interesting

for you to find out about other people and to tell them a little about yourself……..

An Example of a Short Introduction:

Hi! My name is Linda Robertson and I work at this university. I am a VSO UK volunteer in the Faculty of Education. I have worked here for 3 months and my project in the ELIC (English Language Improvement Centre) will last for 2 years. I am enjoying my work at HU very much. I live on campus in an apartment. I come from Scotland, UK and I am single. In my family there are 5 of us – my father, my mother, my sister and brother-in-law and me!

LindaLindaLindaLinda

PRACTICE TASK QUESTIONS FOR VISITORS


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Match each question with the most suitable answer:

1. How are you? (a) I come from the UK.

2. How long are you here for? (b) I’m staying in the Guest House.

3. What will you be doing at HU? (c) Yes, I really like it here.

4. Where are you staying? (d) I’m fine, thank you. And you?

5. Where are you from? (e) I will be working in the FOE.

6. Are you enjoying your visit? (f) I will be here for one month.

SPEAKING PRACTICE

Work with a partner and practise asking for personal information and giving your

own answers.

(1)What is your name?

My name is………………………

(2)Where do you work? What do you do? (What is your job?)

I work here at this university. / I work at Haramaya University.

I am a secretary in the …………………… Department.

…………………… Office.

I am a secretary for the President / Academic Vice-President /

Administrative Vice-President.

I am the head secretary.

(3)How long have you worked here?

I have worked here for …………. years / months.

(4)Do you like working here?

Yes - I want to continue working here. I like my job.

I get on well with my colleagues and I have a lot of friends.

(5)Where do you live?

I live on campus.

I live in Harer and travel to work every day.

(6)Are you married?

No, I’m single.

Yes, I am (married).


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In my family there are …….. of us – my husband /… daughter(s) /

… son(s)

My children’s names are……… They are …………..years old.

INTRODUCING SOMEONE ELSE

WELCOME!

You are now going to introduce someone else in the group to the other participants.

Language structures to help you present the information:

1. I’m going to introduce you to ………….

2. She works ………………

3. She is a ………………….

4. She has worked here for ……………………….

5. She likes / enjoys ………………………

6. She lives ……………………..

7. She is single / married.

In her family there are ………. of them – her ………….., ……….

Her children’s names are …………………………..

They are ………………….. years old.

(If you found out any extra information about your partner and she does not mind

you telling the others, then feel free to add it in………!)

WRITING All about me………All about me………All about me………All about me………

Write a paragraph in English introducing yourself.

*Check spelling and punctuation carefully!

*Add extra personal information if you wish.


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NAMES SYSTEM IN THE UK

My name is Linda Robertson. Linda is my first name and Robertson is my second

name (family name). When I was born, I took my father’s family name (Robertson).

My father is Frank Robertson and my mother is Norma Robertson because she took

my father’s surname when they married. When she was born, her name was Norma

Balloch (Balloch = her father’s family name). I am single but my sister is now

married and has changed to her husband’s surname. She married Dave Campbell

and is now Kirsty Campbell. Their children will also take the surname of Campbell.

In the past, it was a strong tradition for a woman to change to her husband’s

surname when she got married. However, many women choose not to change their

surname now.

TITLES

Miss • Unmarried woman

Mrs. (/misiz/) • Married woman

Ms. (/miz/) • Married or unmarried woman used by many

women instead of Miss or Mrs.

• Very helpful if you don’t know whether someone is

married or single

Mr. (/mista/) • For a man – married or single

(any status)

Doctor (Dr.) / Professor • Other titles – male or female

Please Note:

*I am called by my first name, Linda, by people who know me well.

*In a more formal relationship, the title and then the family name

would be used – Miss Robertson – but never “Miss Linda”.

*If you are in a formal situation and the person does not give his/her

Name, address a man as “Sir” and a woman as “Madam”.

(“Please come with me, Sir.” “Please take a seat, Madam.”)


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NAMES SYSTEM IN ETHIOPIA

Now complete the following task to help you to explain the Ethiopian names system

and titles to a foreign visitor:

GAP FILLING

Choose a suitable word from the box below to fill in each gap in the text. You can

use each word only once!

In Ethiopia, the names system is a little different. Let me explain to you how our names work… After each person’s first name, their second name is their ……………first name. In Ethiopia, when a woman ………………, her name doesn’t ……………, only her ……………… from “Miss” to “Mrs.” When a couple have ……………….., they take their father’s ……………… name after their own.

change first children marries title father’s

Now try to complete the explanation of USE OF TITLES:

In Ethiopia, the title is followed by the person’s ……………… name, not their

…………………. name.


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REFERENCE PAGE: THE ENGLISH ALPHABET

Listen and follow the 26 letters of the alphabet in English:

Upper Case lower case

(capitals)

A a

B b

C c vowels

D d a

E e e

F f i

G g o

H h u

I i

J j & 21 consonants

K k

L l

M m

N n

O o

P p

Q q

R r

S s

T t

U u

V v

W w

X x

Y y

Z z

GAME Hangman Your tutor is thinking of the first name of a participant in the class. Guess the letters until you have spelled the name! SPELLING IN ENGLISH: SPEAKING PRACTICE

Ethiopian names can be difficult for foreign visitors to understand and they may ask

you to spell words for them. This can be an especially useful skill if you are talking

to them on the telephone. You may, of course, also have to ask them to spell their

names if you are unsure of them.


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Pairwork Practise with a partner spelling your own first and second names in English:

(A) What is your name? (B) My name is……………………….. (A) Can you spell that, please? (B) Of course, my first name is_ _ _ _ _ and my second name is _ _ _ _ _ _ _ _ _ (A)Thank you. (B) No problem.

COUNTRIES, NATIONALITIES & LANGUAGES

Group-work – Brainstorming

A large number of foreign visitors come to HU for short visits or longer-term stays.

Think about the foreign visitors you have already met………..

Which countries did they come from?

What were their native languages?

Now add examples to the grid:

Country Nationality Language Scotland, UK British English


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WELCOMING VISITORS: RECEPTION SKILLS

SPEAKING PRACTICE: ROLEPLAY

Work with a partner. Read out and practise Model Dialogue 1 and then Model

Dialogue 2. Swap roles. Focus on pronunciation and intonation.

Model Dialogue 1: A Knock on the Office Door…

(A) = foreign visitor (B) = secretary

(A) Good morning!

(B) Good morning! Come in, please.

(A) My name is Mary Smith.. I’m a visitor from the UK.

(B) Pleased to meet you! Welcome to Haramaya University.

How can I help?

(A) I would like to speak to Dr. Kebede.

(B) No problem. He is busy at the moment but he will be available soon.

Please take a seat.

(A) Thank you.

(B) You’re welcome.

…………………………..

(B) Excuse me, Ms. Smith – Dr. Kebede will see you now.

Please come with me and I will show you the way.

(A) OK. Thank you.

(B) You can go in.

Model Dialogue 2: Taking a Message

(A) = foreign visitor (B) = secretary

(A) Good afternoon!

(B) Good afternoon! How can I help you?

(A) Would it be possible to speak to Professor Dereje?

(B) I’m very sorry – he’s not here at the moment. He’s in a meeting.

(A) When will he be back?

(B) He should be back in the office after 3.30pm (foreign time).

(A) Thank you. I will come back later. Can you give him a message?

(B) Certainly.

(A)Please tell him that David Wilson came to speak to him and will

return at 4:00pm.

(B)No problem. I’ll pass on your message.

(A)Thanks for your help.

(B)You’re welcome.


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Now read out Model Dialogue 2 again but make the following changes:

1. Your boss is now at a conference in Addis Ababa for one week and will

return next Monday.

2. David Wilson says he will return next Monday morning at 10:00am

(foreign time).

PASSING ON MESSAGES IN ENGLISH

Message 1

Tell your boss in English when he returns from his afternoon meeting about

the visit from David Wilson.

Message 2

Write a message in English for your boss when he returns from the

conference in Addis Ababa.

Include the following points:

• David Wilson’s visit

• Will return

• The day

• The time

MESSAGE


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REFERENCE PAGE: NUMBERS

0 zero 1000 one thousand

1 one

2 two 1,670 one thousand,

3 three six hundred

4 four and seventy

5 five

6 six 3,000 three thousand

7 seven

8 eight

9 nine 1,000,000 = 1 million

10 ten

11 eleven

12 twelve 10,000,000= 10 million

13 thirteen

14 fourteen

15 fifteen

16 sixteen

17 seventeen

18 eighteen

19 nineteen

20 twenty

21 twenty-one

30 thirty

40 forty

50 fifty

60 sixty

70 seventy

80 eighty

90 ninety

100 one hundred

101 one hundred and one

200 two hundred

542 five hundred and forty two


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NUMBERS PRACTICE: ACTIVITIES

SPEAKING What’s this number in English?

(1) 45 (8) 92 (15) 1,236

(2) 67 (9) 103 (16) 3,843

(3) 99 (10) 528 (17) 9,999

(4) 25 (11) 237 (18) 20,000,000

(5) 36 (12) 999 (19) 15,000,000

(6) 51 (13) 874 (20) 800,000

(7) 80 (14) 150

LISTENING (& READING aloud with class)

Write down each number as a figure to show you have understood:

1. one hundred and twenty-five

2. six thousand, seven hundred and fifty-one

3. seven million

4. three hundred and ten

5. eighty-nine

6. fifteen

7. nine hundred and ninety-nine

8. fifteen thousand, two hundred and nineteen

9. one thousand, five hundred

10. seven hundred and sixty-five

WRITING Write out the following numbers in English:

1. 536

2. 1,712

3. 5,000,000

4. 3,829

5. 78

6. 15,000

7. 7,214

8. 981

9. 195

10. 20,452


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TELEPHONE NUMBERS

What is your mobile phone (UK) number?

cellphone (USA)

• My mobile phone number is 0915 76 15 26

(= zero nine one five seventy-six fifteen twenty-six)

What is the office phone number?

• The office phone number is 251-025-6610769 (Extension 895)

(=two five one zero two five six six* one zero seven six nine)

(Extension eight nine five)

*or: “double six”

What is the office/university fax number?

• The office/university fax number is ………..

What is your home phone number?

• My home phone number is…………

• I don’t have a phone at home. I use my mobile.

LISTENING PRACTICE

Listen to the phone numbers and note them down correctly:

1. My mobile phone number is zero nine one one fourteen thirty-six zero nine.

2. My mobile phone number is zero nine one two fifteen twenty eighty-one.

3. My mobile phone number is zero nine one five sixty-five zero seven ninety-

two.

4. The office phone number is two five one zero two five six six one zero seven

forty-six.

5. The office phone number is two five one zero two five six six one four five

nine three.


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6. The office phone number is two five one zero two five double six one five

three nine two – Extension two three zero.

SPEAKING PRACTICE

Practise asking for the other secretaries’ mobile phone numbers and office phone

numbers. (They can also give you the office/university fax number and/or their

home phone numbers if they have them and wish to do so.)

Write the numbers down and check with the others that you have understood

correctly!

You should also be prepared to give the other secretaries your phone numbers when

they ask you.


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TELEPHONE CALLS

Read the dialogues and answer the questions below.

Dialogue 1

(A)Secretary (B)Caller

(A) Hello. Haramaya University. English

Department. How can I help you?

(B) Hello. Can I speak to Mr. Teshome, please?

(A) I’ll pass you over. Please hold the line.

(B) Thank you.

(A) No problem.

Questions about telephone language:

1. What phrase does the secretary use to say that she will give the phone to the person the caller wants to speak to?

………………………………………………………………………………………………

2. Find the phrase the secretary uses to ask the caller to wait and not to hang up.

………………………………………………………………………………………………

Dialogue 2

(A) Secretary (B)Caller

(A) Hello. Haramaya University. Education Faculty. How can I help you?

(B) Hello. Can I speak to Dr. Lemessa, please?

(A) I’ll just get him. Can you call back in 10 minutes, please?

(B) Yes, of course.


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(A) Who shall I say is calling?

(B) Sarah Brown.

(A) I’m sorry, I didn’t catch that. Could you repeat it, please?

(B) Certainly. This is Sarah Brown.

(A) Thank you, Ms. Brown. Please call back in 10 minutes.

(B) O.K. Bye!

(A) Goodbye!

Questions about Telephone Language Match each phrase with the correct definition: 1. I’ll just get him/her (a) = asking for the caller’s name

2. Who shall I say is calling? (b) = asking the caller to say his/her name

again

3. Please call back. (c) = explaining that she didn’t

understand

or hear the caller’s name correctly.

4. Could you repeat it, please? (d) = explaining that she will go and find

the person the caller wants to speak

to.

5. I’m sorry, I didn’t catch that. (e) = asking the caller to phone again but

at a later time.

Dialogue 3

(A)Secretary (B) Caller

(A) Hello. Haramaya University. Academic Vice-President’s Office.

How can I help you?

(B) This is Steven Jones. Could I speak to the Academic Vice-President,

please?

(A) I’m sorry – I’m afraid he’s out at the moment. Can I take a message?


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(B) Yes. Could you ask him to call me back? I need to talk to him about the

workshop next week - it’s urgent. Here is my office phone number – 025

6610918.

(A) Could you repeat the number for me, please?

(B) Of course, it’s 025 6610918.

(A) Thank you – and could you also spell your name for me?

(B) No problem – this is Steven Jones – S T E V E N J O N E S.

(A) Thank you. Let me repeat that - your name is Steven Jones and your

office phone number is 025 6610918.

(B) That’s correct.

(A) Thank you Mr. Jones - I’ll make sure he gets this message as soon as he

gets back.

(B) Bye! Thanks for your help!

(A) You’re welcome. Goodbye!

Now fill details of the message for your boss in the box below:

TELEPHONE MESSAGE

Message for: ………………………………………………………………………………… From: ………………………………………………………………………………………….. Telephone number: ………………………………………………………………………… Regarding: ……………………………………………………………………………………

……………………………………………………………………………………….

……………………………………………………………………………………….


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Questions About Telephone Language:

1. What is another way of saying “I’m sorry that…” / “I apologise that…”?

………………………………………………………………………………………………

2. Note down the way that the secretary explains she will say the caller’s name and telephone number again so that the caller can check them.

………………………………………………………………………………………………

3. Find the phrase that the secretary uses to say that she will pass on the message to her boss when he returns.

……………………………………………………………………………………………… ………………………………………………………………………………………………


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EXPLAINING PROCEDURES & REGULATIONS

Brainstorming:

How often do foreign visitors request information about the following areas?

Tick the appropriate column on the grid to show your own experiences:

Often Sometimes Never

1. Toilets

2. Getting hot & Cold drinks

3. Staff lounge

4. Library

5. Borrowing

Items

(e.g. Stapler)

6. Post office

7. Transport

8. Making

Phone calls

9. Clinic

10. Photocopying

11. Security

12. Internet

Facilities

13. Shopping

Facilities

14. Water supply

15. Electricity

Supply

From your own experiences, can you now add any other areas to the list?

…………………………………………………………………………...........

………………………………………………………………………………...


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EXPLAINING PROCEDURES & REGULATIONS: Activity

Read the following questions asked by foreign visitors:

1. Can you please tell me what kinds of foods I can order in the Staff

Lounge? Is it a buffet so that I can take what I want?

2. Can you please tell me the opening hours of the post office in European time?

3. Is it possible for me to use the Internet on campus?

4. I can’t find the ladies’ toilets. Can you explain the system to me?

5. There is no supermarket on campus so where can I buy some basic items?

6. Please may I borrow the stapler?

Now use the prompts below to form a suitable answer for each question:

(1)

The Staff Lounge normally serves….............................................

You have to give ………………….................................................

(2)

It opens at ……………………………………...................................

It closes at ............................................................................................

It is open from ……………………to ………………………only.

(3)

It is possible for you to use the Internet ……………………………


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(4)

You can use the ………………………………..............................

I will give you …………………………........................................

Lock the door from the …………..................................................

(5)

You can buy basic items …………………………………………….

(6)

Of course / certainly / no problem.

Please …………………. it to me when you have finished!

PRACTICE IN GROUPS

*Think about other questions you are often asked by foreign visitors…

*Work together to form suitable answers to these questions in English.

*Now feedback your ideas to the other participants.

REFERENCE PAGE: OFFICE ITEMS

Please, may I borrow………….

• A stapler?

• A hole punch?

• A pair of scissors?

• A pen?

• A pencil?


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Please can I have………….

• An envelope?

• Some cello tape?

• Some glue?

• Some paper clips?

• Some lined / plain paper?

Please can I use…………..

• The computer?

• The printer?

• The telephone?

• Your memory stick?

REFERENCE PAGE: DIRECTIONS

• Go straight on / ahead

• Go up here ↑

• Go down there ↓

• Turn right →

• Turn left ←

• Go up to the car park

• Go down to the Faculty of Business and Economics

• Go past the Faculty of Education

• It’s a few minutes’ walk.

• It’s quite near. / It’s not far.

• It’s far away.

• It is in this building upstairs……on the second floor/ on the first floor

• It is in this building downstairs……on the ground floor.

in the basement.

• It is in the building behind this one.

in front of

next to

• It is on your right / left.


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PRACTICE: DIRECTIONS

(1) GROUP-WORK Form small groups. Each secretary in the group should then say to the others the name of the person who is:

• On her right

• On her left

• In front of her

• Behind her

• Next to her (2) GAME Following Directions

1. 1 secretary volunteers to step outside the class for 1 minute. 2. The other secretaries hide a small office object somewhere in the class. 3. When the secretary outside comes back in, the others have to guide her to

the object by giving directions in English.

GIVING DIRECTIONS TO VISITORS: Activity

This is an activity to help foreign visitors who do not know their way around your

campus. This is based on Haramaya University’s campus, however, it can easily be

modified to your institution.

Work with a partner and discuss and then write down your answers.

You can draw a map to help the visitors if you wish!

Person 1 (Location = Outside the Administration building)

“Excuse me, can you help me? I want to go to the library.”

Person 2 (Location = In the car park)

“Excuse me, please could you tell me how to get to the post office?”

Person 3 (Location = Information office in the Administration

building)

“Excuse me, can you please tell me how to get to the President’s Office?”


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Person 4 (Location = College of Agriculture)

“Excuse me, I’m looking for the Staff Lounge.”

Person 5 (Location = English Department office)

“Excuse me, please can you direct me to the Education Faculty office?”

Person 6 (Location = Finance office)

“Excuse me, I’m looking for the School of Graduate Studies.”

Now discuss and note down 2/3 more possible dialogues.


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EXPLAINING PROBLEMS AND APOLOGISING

1. Read the following problems that foreign visitors are experiencing.

2. Work with a partner to choose a possible polite explanation and/or apology

that you could use from the list on the next page.

Problem (1)

“Can you help me, please? I’m trying to access the internet to read my e-

mail but I can’t get it to work.”

Problem (2)

“Sorry to bother you but there was no electricity this morning. Is there a

reason for that?”

Problem (3)

“I’m trying to make a phone call to the Finance Office but I can’t get

through.”

Problem (4)

“Excuse me, I have a problem with the vehicle I booked for 8.00 this

morning. It hasn’t arrived yet.”

Problem (5)

“Can you please explain to me why my photocopying is not back yet. I said it

was urgent.”

Problem (6)

“I want to make a complaint. It is now 4.00 pm and I have had no water at

all today.”

Problem (7)

“Can you please tell me why I can’t cash this cheque at the university today –

it’s very inconvenient.”


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SUGGESTED POLITE EXPLANATIONS & APOLOGIES

a) I apologise for that. Sometimes there

are many requests for transport. I

will send someone to check for you.

b) Apologies for the inconvenience. We

get power cuts sometimes but it

should come back on soon.

c) I’m very sorry about that. There are

shortages in this area and so we

restrict supply at certain times. I will

check the situation for you.

d) So sorry, the lines are very busy this

morning.

If you give me the number, I’ll keep

trying for you.

e) Unfortunately, the staff responsible

for duplication have been very busy.

I will ask them to try to complete it

for tomorrow. Sorry for the delay.

f) I’m sorry, the whole system is down

across the campus.

We will have to wait until it is

working again.

g) Sorry for the inconvenience but the

cashier is not available today. You

should be able to get your money

tomorrow.

h) All I can do is apologise. I appreciate

that it is inconvenient but I will try

my best to sort the matter out.

IDENTIFYING USEFUL LANGUAGE

1. Now look again at the possible responses to the problems.

2. Note down as many different ways as you can of saying….“I’m sorry….”

…………………………………………………………………………….......

………………………………………………………………………………...

3. Which apology is a useful one to know as it can be used in many different

situations?

…………………………………………………………………………….......

………………………………………………………………………………...

BRAINSTORMING

• Discuss your own experiences of any other complaints made by visitors or

problems they experienced.

• Note down any examples and possible responses you could make.

• Feedback to the rest of the group.


29

If you deal with a problem a visitor experiences, he/she may say some of the following phrases to you:

“Thank you for the explanation. Now I understand.” “Please don’t apologise. I know it’s not your fault.” “Thanks for your help.” “Thank you for sorting the matter out for me.”

Good responses from you to finish the conversation are:

“Happy to help.” “Please do not hesitate to ask for assistance at any time.”

“No problem at all.”


30

WRITING & WORD PROCESSING

Think about the writing and word processing you have to

do most often in your job………

Rank the types of writing and word processing below on a

scale of 1-12 from most often to least often. Circle your

response.

Most Least

Often Often

Formal Letters 1 2 3 4 5 6 7 8 9 10 11 12

Lists Of Students 1 2 3 4 5 6 7 8 9 10 11 12

Internal Memos 1 2 3 4 5 6 7 8 9 10 11 12

Minutes Of Meetings 1 2 3 4 5 6 7 8 9 10 11 12

E-Mails 1 2 3 4 5 6 7 8 9 10 11 12

Invoices 1 2 3 4 5 6 7 8 9 10 11 12

Agendas 1 2 3 4 5 6 7 8 9 10 11 12

Filling In Forms 1 2 3 4 5 6 7 8 9 10 11 12

Timetables 1 2 3 4 5 6 7 8 9 10 11 12

Editing Texts / Checking For

Errors

1 2 3 4 5 6 7 8 9 10 11 12

Notices / Posters (E.G.

Announcement Of A Meeting)

1 2 3 4 5 6 7 8 9 10 11 12

Word Processing Of

Coursework Materials For Your

Department/Faculty

1 2 3 4 5 6 7 8 9 10 11 12

Are there any other writing

tasks which you do as part of

your work?

1 2 3 4 5 6 7 8 9 10 11 12


31

FILLING IN FORMS

Quick Quiz!

Match up the following headings on a form with the correct

information.

The fastest team to complete the task correctly are the winners!

1. Forename (a) Ms.

2. Surname (b) British

3. Gender (c) 22 May 1968

4. Title (d) None

5. Marital status (e) Female (F)

6. Date of birth (D.o.B) (f) Mr. & Mrs. F Robertson, UK.

7. Nationality (g) Linda

8. Occupation (h) single

9. Allergies / medical information (i) Robertson

10. Next of kin (j) Teacher

HELPING A FOREIGN VISITOR TO COMPLETE A FORM

Many visitors and foreign employees at HU need to book a vehicle at some

point during their stay.

Read the following conversation and then use the example Transport

Request form and the English headings to work out how to help the visitor or

foreign employee to complete the form correctly.

Work with a partner and practise the completed dialogue together.

Foreign visitor: “Good afternoon. I need to book a vehicle for next

week. Can you explain the system to me, please?”

Secretary: “Of course I can. First of all, you have to complete a

form. It is in Amharic but I will explain to you what

the headings mean.”

Foreign visitor: “Thank you. I can’t understand Amharic when it is

written down as the script is so different.”

Secretary: “Don’t worry. I’m happy to translate. Here is the

form. The first heading is for today’s date and I will

fill that in for you.

This heading is for you to fill in………….”


32

EXAMPLE TRANSPORT REQUEST FORM:

The reason for requesting the vehicle The department you work in or are

attached to

The date you are leaving Where you are going to

The names of the people travelling The number of people travelling

The time of departure Your signature

Where you are leaving from Sign here, please!

Foreign visitor: “What does this heading mean?”

Secretary: “That is for an authorization signature. I will see to it

that the form is signed and then sent to the

Transport Department for processing.”

Foreign visitor: “Thank you very much for your help."

EDITING TEXT & CHECKING ACCURACY OF WORD PROCESSING

REFERENCE PAGE: WHEN TO USE CAPITAL LETTERS

Use a capital letter…….

1. For “I”

a. It is with great pleasure that I welcome you to Haramaya University.

2. To begin a sentence

a. Thank you for your letter of 5 January.

3. To begin speech

a. The secretary said: “Sorry - there is an important meeting

b. Taking place at the moment so you can’t go in there.”

4. For many abbreviations and acronyms

a. UN, HIV/AIDS, VSO, ELIP


33

5. For days of the week, months of the year and holidays

a. Monday, May, Easter

6. For countries, languages and nationalities, religions

a. Ethiopia, English, American, Orthodox Christian, Muslim

7. For people’s names and titles

a. Professor Smith, Dr. Wilson, Mr. Brown, Mrs. Jones

8. For trade-marks and names of companies and other organizations

a. Coca-Cola, Microsoft Corporation, Toyota, the Red Cross

9. For places and monuments

a. Addis Ababa, Harer, Lalibela

10. For titles of books, songs, films

a. “Business English”

REFERENCE PAGE: PUNCTUATION MARKS

Punctuation is the system of symbols (e.g. ! ? , . -) that we use to separate sentences

and parts of sentences to make their meaning clear.

Each symbol is called a punctuation mark.

Symbol Name Example

. full stop/period (U.S) The meeting is on Monday morning.

, comma I speak English, Amharic and Afan

Oromo.

? question mark How are you?

! exclamation mark Help!

- hyphen The university has a very up-to-date

computer system.

- dash In each town – Harer and Dire Dawa –

there is a Ras Hotel.

/ oblique/slash Please press your browser’s

Refresh/Reload button

“ ” quotation marks The secretary said: “Please sign here.”

’ apostrophe The President’s Office

The Students’ Lounge

; semi-colon I don’t watch TV very often; I prefer

to read.

: colon Subject:


34

The Value of Punctuation……….!!!

An English teacher wrote these words on the whiteboard:

“Woman without her man is nothing.”

The teacher then asked the students to punctuate the sentence.

The men wrote: “Woman, without her man, is nothing.”

The women wrote: “Woman! Without her, man is nothing.”

EDITING TEXT & CHECKING ACCURACY OF WORD PROCESSING

Practice task

Read the following text about Haramaya University word processed by a secretary.

There are 20 spelling and punctuation errors in the text. Work with a partner to

find the mistakes and correct them.

Haramaya University is located approximately 510 kms

east of addis ababa. It was founded after an

agreement was made between Ethiopia and the government

of the United States of america in 1952 and Oklahoma

University then set up a Collage of Agriculture and

Mechanical Arts which first opened for students in

1953. In 1967, the contract with Oklahoma University

ended and the institution became known as alemaya

College of Agriculture. Graduate studies were

launched in 1979/80 and, in May 1985, the institution

achieved university status. Another period of

transformation followed in 1995/96 when the Education

and Health Faculties were opened and it was renamed

Alemaya University instead of Alemaya University of

Agriculture. Since that time, the university has

continued to expand with the addition of the

Facilities of Law and Business and Economics in

september 2003, the Faculty of Veterinary Science in

2004 and the Faculty of Technology in 2005.

Haramaya University now operates out of four campuses

– the main campus which is 5 ms out of Haramaya town,

the Harar campus which houses the Faculty of health

Sciences, the Dire Dawa campus where the Faculties of

Law and Technology are situated and, finally, the

Jijiga campus where the Faculty of Veterinary Medicine

can be found


35

the main campus has developed into a self contained

university complex of 440 hectares of land and serves

as a base for the Management offices, Research and

Extension Office School of Graduate Studies, College

of Agriculture, Faculty of Education, Faculty of

Business and Economics and Faculty of Continuing and

Distence Education which

also runs courses throughout the Summer. The services

provided include students dormitories, staff

accommodation, dining areas, a new staff lounge, a

libary, a computer room, a post offise, small shop’s,

beef and dairy farms and sports facilities.

Haramaya university offers a warm welcome to all

staffs and students who work and study here and aims

to ensure high quality in all of its activities.

WRITING BUSINESS LETTERS

Block format is the most common format used in

business today. With this format, nothing is

centred – the sender’s address, the recipient’s

address, the date and all new paragraphs begin at

the left margin.

Some Basic Guidelines For Formatting a Business Letter:

• Use A4 (European) or 8 ½ X 11 inch (U.S) paper or letterhead.

• Use 2.5 cm or 1 inch margins on all four sides.

• Use right-ragged formatting (not justified on right side).

• Use a simple font such as Times New Roman or Arial.

• Use 10 to 12 point font.

• Use a comma after the salutation (Dear Mr. Bond,).

• Single space within paragraphs and double space between paragraphs.

• Double space between last sentence and closing (Yours sincerely,).

• Leave 3 to 5 spaces for a handwritten signature.

• cc: (meaning “copies to”) comes after the typed name (if necessary).

• enc: (meaning “enclosure”) comes next (if necessary).

• Fold in three (horizontally) before placing in the envelope.

Writing The Date On Letters


36

The most common formats are:

10 May 2007 (European) May 10, 2007 (U.S)

The month is usually written rather than using a number because Europeans put the day

first but the U.S puts the month first.

Months of the Year

January February March April

May June July August

September October November December


37

WRITING BUSINESS LETTERS

TERMINOLOGY

Write the correct term from the box on the next page beside the area on the letter:

10 May 2007 = Date

Mr. Peter Black =

25 New Street

LONDON

SW16 2DY

UK

Dear Mr. Black, =

Haramaya University =

………………………………………………………………………………………………

………………………………………………………………………………………………

………………………………………………………………………………………………

………………………………………………………………………………………………

=

Yours sincerely, =

=

Dr. Alemayu Kebede =

Academic Vice-President

Cc: =

Enc: =


38

copy to name, title (typed) closing

signature (hand-written) recipient body of letter

letterhead / logo salutation enclosure subject

Writing Business Letters PRACTICE TASK

Now work in a group or with a partner and try to write a reply to Peter Black. He wrote to the university asking for information about courses for foreign students. Put the 8 phrases below in the correct order to form a suitable letter:

Haramaya University (Facts & Figures 2005/06)

Please find enclosed a leaflet with information about the university, including

details of fees charged to foreign students which I hope you will find of

interest.

I look forward to hearing from you again in the near future.

Thank you for your letter of 30 April requesting information about

Haramaya University and courses on offer to foreign students.

An application form for admission to the university can be provided on

request.

If you require more information, please feel free to contact me again and I

will be happy to be of further assistance.

With thanks for the interest you have shown in our university.

The university welcomes applications from Ethiopian students as well as

foreign nationals.

1. Who would receive a copy of the letter? Fill in the information in the letter.


39

WRITING A MEMO

Memos are short, internal business letters sent to staff within the same company. A

memo may also be posted inside an institution for all to see. They are becoming less

common due to use of e-mail.

Memos do not usually include a salutation.

INTERNAL MEMORANDUM

TO: FROM: DATE: SUBJECT:

Message starts here………….

WRITING AN INTERNAL MEMO: PRACTICE TASK

Write a memo filling in the headings correctly and then a suitable message in

English:

• Use today’s date

• The memo is from the president

• It is to all members of staff

• The memo invites all interested members of staff

• Presentation by British Council

• About services and scholarships

• Use a future date and give a time

• Mention the venue

• Good attendance would be appreciated What would be a suitable ending for the memo? Add it to the end of your finished

piece of work.

E-MAIL

When using e-mail in business, most of the guidelines for

formatting business letters apply. Internal e

formatted more like a memo than a formal letter.

Some Guidelines For Business E

• Do not use key words

recipient’s trash box.

• Repeat the subject line in the body of the e

salutation.

• Use the “cc” address line to copy

mail.

• Instead of a signature, include your typed name and below it your e

mail address and other contact numbers and addresses if necessary.

• Remember that people often print out e

address and the

the body of the e

INTERNAL E-MAIL

CALLING A MEETING: PRACTICE TASK

Write an internal e-m

training course. It is from Ahmed Kebede ([email protected])

• It is to [email protected]

• Reminder of meeting

• Mention that an agenda is attached

• Members are expected to attend

• Purpose of meeting = to discuss subjects to include

To: Cc: Subject:

ENGLISH FOR SECRETARIES

mail in business, most of the guidelines for

g business letters apply. Internal e-mails are often

formatted more like a memo than a formal letter.

Guidelines For Business E-Mails:

o not use key words for the subject that could send the e-

recipient’s trash box.

Repeat the subject line in the body of the e-mail, beneath the

Use the “cc” address line to copy more than one person with the e

Instead of a signature, include your typed name and below it your e


Remember that people often print out e-mails and so your e

address and the subject line will be lost if you do not include them in

the body of the e-mail.

PRACTICE TASK

mail to the committee responsible for writing a summer

It is from Ahmed Kebede ([email protected])

[email protected] and [email protected]

eeting – date, starting and finishing time, venue

at an agenda is attached

are expected to attend

of meeting = to discuss subjects to include in the materials


40

-mail to the

mail, beneath the

more than one person with the e-

Instead of a signature, include your typed name and below it your e-


mails and so your e-mail

t if you do not include them in

responsible for writing a summer

It is from Ahmed Kebede ([email protected])

in the materials


41

SENDING A FAX:

READING PRACTICE TASK

Read the fax and find the following information:

1. The date and time the fax was received at HU

2. The overall subject of the correspondence

3. The event, date and venue

4. The extra request made

5. The expression used to express thanks at the end of the fax

2 May 2007

Dr. Tesfahun Kebede

Dean, Faculty of Education

Haramaya University

Dear Dr. Tesfahun,

Request for permission for volunteer to attend ELIP Workshop

VSO Ethiopia is writing to inform you about an ELIP Workshop which will

take place on 16-18 May 2007 at the VSO Programme Office in Addis Ababa.

VSOE respectfully request that Haramaya University release Linda

Robertson from her duties so that she can attend and participate in the

workshop. Please note that travel time is not included in the above dates and

the volunteer may need extra days for travel in addition to the scheduled

dates of the workshop.

VSOE greatly appreciates your cooperation with this request. If you have

any queries or require any additional information, please do not hesitate to

contact me.

Yours sincerely,

Tigist Desso

Programme Support Officer

AGENDAS & MINUTES OF MEETINGS


42

AGENDA: CHECKING FOR ERRORS

You have been asked to check the agenda for a meeting

before sending it out to attendees. There are 10 errors in

the agenda. Identify and correct them.

AGENDA

(1) Wellcome, Introduction: President (5 minutes)

(2) Questions; Everyone

(3) Presentation of oficial programme of induction for new 1st year

students

(4) information on events planned for female students: Gender Office

representative (10 minutes)

(5) Input on Hiv/Aids to new students: HIV/AIDS representative

(10 minutes)

(6) Social programme planned for new students: Dean of Students

(15 minutes)

(7) Minutes of Previous meeting: AVP (10 minutes)

(8) Closing remarks: President (5 minutes)

TAKING THE MINUTES

Example of an outline of minutes:

Programme of induction for new 1st year students

Date:

Venue:

Start: Finish:

Chair:

Attendees / Present:

(If it is a big meeting then there is usually a list to be checked off)

1.

2.

3.

Apologies:

Work with a partner to discuss and make up possible information to go beside each

heading.


43

EXAM PREPARATION

Work in groups and discuss areas you would like to practise

more before the exam at the end of Level 1.

(E.g. Reception skills, phrases for apologizing, spelling of certain

words)

Feedback to the whole group. Group and tutor to decide on a

possible revision strategy.

English for Secretaries Part 1 March 2012

Documents

Transcript of English for Secretaries Part 1 March 2012