ENGLISH FOR SECRETARY

STUDENTS’ CARDS

Role play 1: Unit 3 – B1

Student A Student B

You are a secretary. You need to find You are student A’s coworker. Answer his
information for your boss. Ask student or her questions to show her:
B about:
- Where she can find the product line
- Product line information information (in the catalogues in the
- Phone book library)
- How to get them - Where she can find the phone books
(next to the catalogue)
- How she can get them (borrow from
the librarian)

THẢO: Hi …..., do you have a moment? THẢO: Hi …..., do you have a moment?

THÙY: Sure, what do you need? THÙY: Sure, what do you need?

THẢO: I need to find some information about an THẢO: I need to find some information about our
old product line. new product line.

THÙY: Just go to the library on the 4th floor. The THÙY: Just go to the library on the 5th floor. The
catalogues are on the right. company catalogues are on your left.

THẢO: And the phone books are there too, right? THẢO: And the databases are up there, too?

THÙY: Yes, they're next to the catalogues, by the THÙY: Yeah, they’re next to the catalogues.
window.
THẢO: I see. How can I get them?
THẢO: I see. How can I get them?
THÙY: You can borrow them from the librarian.
THÙY: You can borrow them from the librarian. What are you working on, anyway?
What are you working on?
THẢO: I'm just doing some research for Ms. …. .
THẢO: I'm just doing some research for Mr. Thanks for your help
Robert. Thanks for your help
THÙY: My pleasure.
THÙY: My pleasure.

Role play 2: Unit 5 – B1

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 Student A
You are a secretary. Ask student B
about:
- What tasks you need to do
- The information you need to
complete the tasks (e.g. fax
number)
THÙY: Good morning Thảo. How are
you today?
THẢO: I'm good, thanks, Ms. Thùy.
What can I do for you this morning?
THÙY: Please could you fax these
invoices to Mrs. Lucy at the Grand
Hotel.
THẢO: Do I need to write a cover letter
to go with them?
THÙY: No, that's not necessary.
THẢO: Okay. Do you have the fax
number for the hotel?
THÙY: No, I'm afraid not. Please call
them and ask their secretary.
THẢO: No problem, consider it done.
Role play 3: Unit6 – B1
Student A
You are the secretary of a company. A
visitor arrives at your office.
You:
- Greet student B
Student B
You are an employer. Talk to student A
about:
- Completing an office task (e.g. fax
the document, copy a file…)
- Where to find information (e.g. call
someone to get the fax number…)
THÙY: Good morning Thùy . How are
you today?
THẢO: I’m fine, thank you. What can I
do for you this morning?
THÙY: Please fax this documents over
to Mrs. Carey at the Dalat Palace
Heritage Hotel.
THẢO: Do I need to type up a cover
letter?
THÙY: No, that’s not necessary.
THẢO: Okay. Do you the fax number
for the hotel?
THÙY: No, I don’t actually. Please call
them and ask their secretary.
THẢO: Okay, consider it done.
Student B
You are a visitor to a company. Respond
to student A’s questions and make small
talk.
- Greet student A
- Say “thank you” for the drink
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 - Offer him or her a drink
- Make small talk about the office,
business, travel…
THẢO: Hello, you must be Ms. Thùy.
I'm Thảo, Mr. Robert's secretary.
THÙY: Hello, nice to meet you Thảo.
THẢO: I just need to sign you in and
give you a visitor's pass. Would you like
a drink?
THÙY: Please. I'd like to drink a cup of
coffee. You have a lovely office here.
THẢO: Yes, I think they chose it for the
great views of the city.
THÙY: Well, Hanoi certainly is
beautiful.
THẢO: I have to agree with you there.
Have you been here before?
THÙY: Several times, but I'm always
happy to come back
Role play 4: Unit 7 - B1
Student A
You are a secretary of a company.
Suggest a restaurant and tell student B
how to get there. You should refer to:
- The name of the restaurant
- The location of the restaurant
- The food, service, and atmosphere
there
- Make small talk about office,
business, travel…
THẢO: Hello, you must be Ms. Thảo.
I'm Thùy, Mrs. Amber's secretary.
THÙY: Hi, nice to meet you, Thùy.
THẢO: I can sign you in and give you a
visitor's pass. Mrs. Amber will arrive
soon. Would you like some drink?
THÙY: Yes, please. You have a lovely
office here.
THẢO: Yes, I think they chose it for the
great views of the city.
THÙY: Well, Hanoi certainly is
beautiful.
THẢO: I have to agree with you there.
Have you been here before?
THÙY: Several times, but I'm always
happy to come back
Student B
You are a visitor to a company. Ask
student A about a good restaurant and
how to get there. You should ask
questions related to:
- The name of the restaurant
- The location of the restaurant
- The food, service, and atmosphere
there
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THẢO: Hello Ms. Thùy. All finished with the meeting?

THÙY: Yes, but now we'd like to go for dinner somewhere nice. Do you know of any
good restaurants nearby?

THẢO: Well, there's the Quality Meats, it's well known in the local area, everyone
here loves it.

THÙY: That’s sound good. Where is it exactly?

THẢO: It's in the main square.

THÙY: I'm sorry, I don't know where that is. Could you give me directions?

THẢO: Sure, just leave the office, turn left and continue for 2 blocks, then take a right
and the restaurant is next to Tony's department store. Would you like a map?

THÙY: No thanks, I think I can find it. How about the food, service, and atmosphere
there?

THẢO: There are lots of different foods such as Vietnamese, Thai, French, and
Middle-easter cuisines that are all served upon request. The tables are not placed too
close to each other either to ensure the privacy of the customers. The plates and
cutleries look exceptionally good and elegant which perfectly blends in with the royal
interior of the restaurant.

B. Great, Thanks for your help.

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Role play 5: Unit 8 – B1

Student A Student B

You are a new secretary at a company. You are a senior secretary at a company.
Ask student B about: Greet the new secretary and answer
her/his questions. You should give details
- Number of breaks
about:
- Times for breaks
- Time for lunch - Number of breaks
- Times for breaks
- Time for lunch

THẢO: Hi, you're new here, aren't you?

THÙY: Yes, it's my first day. I'm Thuy.

THẢO: Hi Thuy, I'm Thao. How do you like your new job?

THÙY: I'm really enjoying it, but I'm a bit confused about some things.

THẢO: Such as?

THÙY: Do we get a break during the day?

THẢO: Of course, we get two. You can take 30 minutes break around 10:30 and
another 30 minutes at 3.00pm.

THÙY: Great. And when the lunch hour is?

THẢO: It's from 12 to 1 o'clock. You should come for lunch with us.

THÙY: I'd love to. Thanks Thao.

Role play 6: Unit 9 - B1

Student A Student B

You are a secretary. Talk to student B to You are a business owner. You have
take the message with the information as called a client who is not available. Leave
follow: a message with student A. Provide
students A with the information as
- Name and company name
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 - Number follow:
- The purpose of the call
- Your name and company name
- Your number
- The purpose of your call

THẢO: Hello, Thảo speaking, how can I help you?

THÙY: Hello, my name is Thuy from John Jeff company. May I speak to Mr. Robert,
please?

THẢO: I'm afraid he's unavailable at the moment. Can I take a message?

THÙY: Yes please.

THẢO: Okay and where can Mr. Robert contact you?

THÙY: My phone number is 039 4545 635.

THẢO: Great, and what is the call regarding?

THÙY: I want to discuss the Fields Account.

THẢO: Okay, I will give Mr. Robert your message.

Role play 7: Unit12 - B1

Student A Student B

You are a secretary. Answer a call. Ask You are a businessperson and are calling
student B: to talk to student A’s boss but he is not in.
Talk to student A and decide whether to
- His/her name
leave a message or hold, in which you:
- About leaving a message or being
placed on hold - Give him/her your name
- Take the message - Want to leave a message, not to
hold
- Leave the message

THẢO: Good morning, how can I help you?

THÙY: Good morning. Could I speak to Henry Robert please?

THẢO: Who's calling please?

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THÙY: Thuy Vu.

THẢO: I'm afraid Mr. Robert is on the other line. Would you like me to put you on
hold? Or would you prefer to leave a message?

THÙY: I'll leave a message. Can he call me back as soon as possible on 039 4545 635
please.

THẢO: Okay, I'll make sure he gets it.

THÙY: Thank you

Role play 8: Unit 13 - B1

Student A Student B

You are a secretary. You are making an You are a business owner. Answer
appointment for your boss. Call student B student A’s questions to arrange the
to talk about: appointment. You need to reach
agreement on:
- Day to meet
- Time to meet - Day to meet
- Place to meet - Time to meet
- Place to meet
THẢO: Good morning. Thảo speaking.

THÙY: Hello Ms. Thảo, its Thùy from John Jeff company.

THẢO: Ah, how can I help you, Thùy?

THÙY: I'm calling to arrange an appointment with you and Mr. Robert. Is next Tuesday okay for you?

THẢO: Let me see, yes Tuesday is fine. At what time?

THÙY: Can we meet at 12:30 for lunch? Do you know The Quality Meats restaurant?

THẢO: Yes I do, that sounds fine.

THÙY: Okay, great. so you and Mr. Robert are meeting on Tuesday at 12:30 at The Quality Meats.

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Role play 9: Unit 14 – B1

Student A Student B

You are a secretary. Your boss will ask
you to send a letter. Ask student B:
- Where to send it
- The recipient
- Items to include
THẢO: You wanted to see me, Ms. Thùy?
You are a boss. Talk to student A to
- Ask him/her to send a business
letter
- Give her the address and
recipient’s name
- Ask her to include the new
catalogue with the letter

THÙY: Yes, Thảo. Please write a letter to one of our clients about a new product line.

THẢO: Okay. What is the recipient’s address?

THÙY: It's here, on this fax.

THẢO: Thanks. What name do I put in the salutation?

THÙY: Ms. Sasaki. Close the letter with 'sincerely yours' and bring it here for my
signature.

THẢO: No problem. Is there anything else?

THÙY: Yes. Please include our new product catalogue with the letter.

Role play 10: Unit 15 – B1

Student A Student B

You are a secretary. You must make a
graph. Talk to student B about:
- Information the graph will show
- Types of graphs (pie chart, line
graph…)
- Consider the good points/bad
points of each graph
THẢO: Are you busy, Thùy?
You are the supervisor. Give student A
advice on which graph to use to show
information. You should
- Provide her what kind of
information you want to show
(profits, costs, sales increases…)
- Consider among different types of
graphs
- Reach an agreement on the type to
use

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THÙY: Yes, but I've got a couple of minutes to spare. What's up?

THẢO: I need to make a chart showing the increase in our profit this year, and I don't
know which chart to use.

THÙY: How about a pie chart?

THẢO: I don't know, I think they're better for showing lots of different pieces of
information, like how our budget is spent.

THÙY: How about a line graph then, it's simple to make, clear and easy for people to
understand.

THẢO: That's a great idea, thanks for your help.

THÙY: My pleasure.

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Role play 11: Unit 2 - B2

Student A Student B

You are a secretary. Your manager needs You are an office manager. You need to
some office supplies. Ask him/her order some office supplies. Make a
(student B) about: conversation with student A in which you
tell her:
- What supplies to order
- Quantities - What to order
- Which supplier to choose - How many of them you need
- Which supplier you suggest
THÙY: Good morning Thảo, how are you?
THẢO: I'm good thanks, Thùy. What can I do for you?
THÙY: The stationary cupboard has run out of black pens, and we're running low on
some other things too. Can you place an order for office supplies?
THẢO: Sure, what do we need?
THÙY: To start, 20 boxes of black pens. Then 6 reams of printer paper, four stacks of
folders and three boxes of CDs.
THẢO: Okay. Anything else?
THÙY: Yes, some sticky tape.
THẢO: How much do we need?
THÙY: 10 rolls.
THẢO: I'll place the order this afternoon.
Role play 12: Unit 4 - B2

Student A Student B

You are a secretary. You need to make You are a travel agent. Ask student A
travel arrangements for your employer. questions to make travel arrangements.
Give student B information about: Note down the information about:

- Who is travelling - Who is travelling

- Where and when - Where and when he/she travels
- Transportation - What transport means is required

THÙY: Good morning, Viet Travel, how can I help you today?

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THẢO: Hello, I need to book a flight to Beijing for my employer. She needs to arrive by 10.00am on October
the 21st.

THÙY: Which airport would you like to depart from?

THẢO: Nội Bài.

THÙY: We have a flight departing from Nội Bài at 6:00pm on October the 20th. It lands in Beijing at
10:30pm local time.

THẢO: Perfect. Could you please book a business class seat for Teresa May?

THÙY: Of course. Is there anything else I can do for you?

THẢO: Yes. Can you arrange a hotel in the centre and a driver to take Mrs. May there from the airport?

THÙY: I will arrange a driver to meet her at the airport, and I'll make reservations with a top hotel. We'll
send them to you with the tickets.

THẢO: Great. Thanks so much

Role play 13: Unit 5 - B2

Student A Student B

You are a secretary. You are making a You are a hotel clerk. Answer student A’s
hotel reservation for your employer. Give questions about the room and support her
student B information and requirements with information she needs. Note down
about: the information about:

- Name and dates - Name and dates

- Room preference - Room preference
- Transportation from airport - Transportation from airport

THÙY: Good morning, you've reached the front desk of the Legendale Hotel Beijing. How can I help you?

THẢO: Good morning. My name is Thao Phuong Nguyen. I would like to make a reservation for my
employer, Mrs. May.

THÙY: Of course. When will Mrs. May be arriving?

THẢO: Thursday October the 20th at 10:30 pm. She'll be leaving on the 22th at 3:00pm.

THÙY: Great, I'll put her down for a two-night stay.

THẢO: Mrs. May would a 5th floor room with a balcony if possible.

THÙY: Of course. Should I arrange a shuttle to meet her from the airport?

THẢO: That would be great.

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THÙY: Okay. That's all booked. Please make sure to confirm the reservation two days in advance.

THẢO: I will do. Thanks for your help.

THÙY: My pleasure.

Role play 14: Unit 8 _ B2

Student A Student B

You are a new secretary. You want to You are a senior secretary. Answer
know where to file: student A’s questions and help her to put
in the correct place the files related to:
- Letters
- Client documents - Letters
- Project documents - Client documents
- Project documents

THẢO: Excuse me, can you help me? I'm not sure where to file these documents?

THÙY: Sure. What documents have you got there?

THẢO: Well, I've got some letters from clients

THÙY: Okay, those go in the correspondence files. We put them in chronological order.

THẢO: I understand. I've also got some client documents.

THÙY: Which client are they from?

THẢO: Mr. Rodriguez.

THÙY: Ah, he's from Paraguay. So his folder is in the South America drawer, filed under R.

THẢO: Okay. Lastly, what about these project files? Should they be filed by subject?

THÙY: No, those go in numerical order. The number is at the top of the document.

THẢO: Got it! Thanks for all your help

THÙY: You’re welcome.

Role play 15: UNit 9 - b2

Student A Student B

You are a secretary. You want to buy You are the manager. Explain to student
stamps with petty cash. Talk to your A how to fill out the cash ledger to
manager to find out how to complete the
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petty cash ledger, including: clarify:

- The date - The date

- The expenditure - The expenditure
- The code - The code
- The recipient number - The recipient number
THẢO: Excuse me, is it okay to take some money from the petty cash to buy stamps?

THÙY: That's fine; just make sure you write it down in the ledger.

THẢO: How do I do that?

THÙY: Let me show you. In this column you write today's date. In this one write the expenditure.

THẢO: So I just need to write the date and the amount?

THÙY: There’s more. You also need to number the receipt and put it in the box. Then write the number as a
reference in the ledger.

THẢO: I get it, date, amount, receipt.

THÙY: Lastly, it's important to write a code. You can find the codes in the index. For example there's
stamps, and the code is STP-1.

THẢO: Great. Thanks for your help.

THÙY: You’re welcome.

Role play 16: Unit 10 –B2

Student A Student B

You are a secretary. You are having You work in IT department. Explain to
trouble with your company’s new social student A how to use the new social
networking site. Ask a co-worker from IT networking site. Help him/her to:
department for advice on how to:
- Sign in
- Sign in - Open a message
- Open a message - Respond to messages
- Respond to messages

THẢO: Hi, I'm Thảo. Thanks for coming. I know you're busy at the moment.

THÙY: I'm Thùy. It's no problem. What can I do for you?

THẢO: Well, we've decided to use a social networking site to improve communications with other branches.
Problem is, I've never used one before. Can you show me the basics?

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THÙY: Sure. I can show you the basics. Start by going to the homepage.

THẢO: Okay. Got it.

THÙY: Right, now type in your username and password. There you are, that's your profile page.

THẢO: It says I have a message from Tim. But where are my messages?

THÙY: Just click the message icon in the top right hand corner.

THẢO: Right.

THÙY: Click the new message to read it.

THẢO: And how can I respond?

THÙY: Just click the box beneath the message, enter text and then hit reply.

THẢO: It's just like email, then.

THÙY: True. But you've also got an instant messaging function and people can leave notes on your profile
page

Role play 17: Unit 12 –B2

Student A Student B

You are a secretary. Discuss the You are a boss. Ask your secretary to
formatting of a report with your boss to prepare a report with special formatting.
reach agreement on: Talk to student A to reach agreement on:

- Content - Content
- Spacing - Spacing
- Font size - Font size

THẢO: Good Afternoon Mrs. Thùy. Can I help you with something?

THÙY: Yes. Can you type up this report for Mr. Tom at Rose Horizons, please?

THẢO: Okay.

THÙY: But I need you to make some special formatting changes, please type it in size 14 font.

THẢO: Right. Anything else?

THÙY: Double space the document, so that Mr. Tom can write his comments on it.

THẢO: Got it.

THÙY: And please tell him I need it by Friday at the latest.

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THẢO: Okay, I'll get on it right away.

THÙY: Thank you. Call me if you have any problems

Role play 18: Unit 15 – B2

Student A Student B

You are a secretary. You need to prepare
to organize a conference. Call student B
to talk about the equipment you need in
which you give information about:
- The date of the conference
- The location of the conference
- Equipment
THÙY: Hello, Spot On Conference Supplies, how can I help you?
You work for a conference supplies
company. Talk to student A about the
conference supplies and give her
information she needs. Note down what
she says about:
- The date of the conference
- The location of the conference
- Equipment

THẢO: Hi. I'd like to order some equipment for a conference.

THÙY: Sure. When and where is your conference?

THẢO: It's at the Dalat Hotel, 22-25 of October.

THÙY: Okay. And what supplies do you need?

THẢO: Well, we need one deluxe screen for the main meeting room, and two portable ones for the medium
meeting rooms.

THÙY: Great.

THẢO: We also need speakers and microphones for all three meeting rooms.

THÙY: No problem. Anything else?

THẢO: Six flipcharts for six seminar rooms, please.

THÙY: Right, we'll deliver everything to the hotel on October the 21th. Now, I just need your billing details.

THẢO: I work for Prospect Research. We have an account with you.

Role play 19: Unit 1 – B3

Student A Student B

You are a secretary. Your company is
having an anniversary party. Your boss
wants you to write an invitation to the
party. Ask him about the history of your
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You are a manager. Have your secretary
write the invitation. Give her the
information related to:
company, including: - Founding of the company
- Relocation
- Founding of the company
- Relocation - Past struggles
- Past struggles
THÙY: Great. Let me have a look. Hm...

THẢO: Is there something wrong?

THÙY: Well, it's just …. a bit short. And there isn't much information.

THẢO: How should I change it?

THÙY: Well, it’s an anniversity, so we should talk about the founding of the company.

THẢO: I'm afraid I don't know much about that.

THÙY: Well, it was set up by two women who wanted to import fairly traded products from America.

THẢO: Really. In these offices?

THÙY: No, at first they couldn't afford an office, so they used their own homes. But after the second year
they were so successful that they relocated here.

THẢO: Wow. I'll definitely add that. Anything else?

THÙY: Well, the company really struggled when the big supermarkets opened in the late nineties. We should
add something about that. Why don't you drop by my office later, and I'll give you the details then.

THẢO: That's a good idea. But I'll add in the part about the founding right now.

ThÙY: Thanks Thảo. Talk to you later.

Role play 20: Unit 2 – B3

Student A Student B

You are a secretary. Your boss wants to You are a manager. You want to employ
employ a new assistant and he wants you a new assistant. Talk to your secretary to
to place a job advertisement. Discuss with decide the details to put in the job
him to decide: advertisement related to:

- Job duties - Job duties

- Required skills - Required skills
- Pay - Pay
THẢO: What details shall I put in the advertisement?

THÙY: The most important is that the candidate should have at least 1 year experience in assistant. And they
must be able to type at least 50 words per minute.

THẢO: Okay.
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THÙY: It would be good if they had some office experience, especially note taking, too.

THẢO: Shall I outline the duties?

THÙY: Yes. Include answering the phone, filing and arranging meetings.

THẢO: Should I also describe the ideal candidate?

THÙY: Good idea. We want someone with a positive attitude, good team work skills, but also plenty of
initiative. And don't forget that we need someone to start ASAP (as soon as possible). The pay is $20/hr.
You’ll also need to give details about the hours. That’s 40 hours per week.

THẢO: And how much are we paying?

THÙY: The pay is $20/hr.

THẢO: And when do you want that advertisement placed?

THÙY: By the end of the day, if possible.

THẢO: Okay. I'll have it done by lunchtime.

Role play 21: Unit 3 – B3

Student A Student B

You are going to start work as a secretary You are a supervisor. Answer A’s
for a company. Talk to the supervisor questions and help her to know more
about: about the company and her job. You

- Start date should tell her about:

- Duties
- Start date
- Benefits
- Duties
- Other company’s regulations
- Benefits
- Other company’s regulations
THÙY: Hello Thảo. Please take a seat. It's been a while since our interview. How are you?

THẢO: I‘m good, thanks. And you?

THÙY: I’m fine. Although it's been quite stressful without a personal assistant. I'm looking forward to you
starting. What was your start date again?

THẢO: October 16th. I’m excited to start, too. Thanks for giving me this opportunity.

THÙY: I think you'll be a great asset to our team. Now, what did you want to meet with me about?

THẢO: I have a few questions that we didn't get to discuss in the interview.

THÙY: Such as...

THẢO: Well, I was wondering what my duties are.

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THÙY: Well, your duties include answering the phone, filing and arranging meetings.

THẢO: I have been reading the medical benefits that you sent me and some of the benefits are unclear.

THÙY: Okay, such as...

THẢO: when I'll be eligible for medical benefits.

THÙY: After one month you become eligible.

THẢO: And will my family also be covered?

THÙY: Of course. Your husband and children will also be covered.

THẢO: And what are the other company’s regulations ?

THÙY: Working time is 8 hours/day, working 5 days/week; dress according to the company's regulations;
information security for the company.

THẢO: Okay I got it. Thank you.

THÙY: You’re welcome.

Role play 22: Unit 5 - B3

Student A Student B

You are a secretary. You are creating the You are the vice president. Answer
agenda for a meeting. Ask student B student A’s questions and give her
questions about: information she needs such as:

- What to include - What to include

- Who will give reports/presentations - Who will give
- How to close the agenda reports/presentations
- How to close the agenda
THẢO: Will there be any correspondence to discuss?

THÙY: So far there isn't. But leave it on the agenda in case anything changes.

THẢO: No problem. What about reports?

THÙY: Well, I'll be giving my quarterly report. And the head of marketing will be presenting some findings
as well.

THẢO: Are we expecting anything from the committees?

THÙY: Yes, just one presentation.

THẢO: From which committee?

THÙY: International Development.

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THẢO: Great, anything else?

THÙY: There are some announcements to be included. I'll email them to you.

THẢO: Right. I'll close the meeting with those.

THÙY: Perfect. Don't forget to give a copy of the agenda to everyone involved when you've finished.

THẢO: Sure thing

Role play 23: Unit 6 – B3

Student A Student B

You are a secretary. Your boss wants to You are a CEO. Talk to student A to
confirm with you about the details of an confirm the details of the agenda she
agenda. Talk to him about the agenda you prepared for the meeting. You should
prepared: include:

- The business updates - The business updates

- Order of items - Order of items
- Absences - Absences
THÙY: Are we ready for the meeting today, Thảo?

THẢO: Yes. I have the minutes from last week's meeting ready to be submitted for approval.

THÙY: Did you include the business update?

THẢO: Yes, but I didn't give details. Was that a mistake?

THÙY: No, that's fine. I just don’t want anything to slow us down. Speaking of wich, have you heard if
anyone’s going to be absent?

THẢO: I’m pretty sure Tom is out today, but no one else. So there will still be a quorum.

THÙY: Okay, and Is this week's agenda all set?

THẢO: Yes. The meeting convenes at four, doesn't it?

THÙY: Yes, it does.

THẢO: And you'll give your report right after the call to order.

THÙY: That's right. And then it's the head of marketing and the committees.

THẢO: Okay, that's exactly what I wrote on the agenda.

THÙY: Great job for putting this all together.

THẢO: Thanks.

THÙY: One last thing. Does everyone have a copy of the agenda?

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THẢO: Yes. I handed them out yesterday

Role play 24: Unit 7 - B3

Student A Student B

You are a secretary. You have made You are a manager. Your secretary has
several mistakes with the mail. Talk to made several mistakes with the mail. Talk
your boss about the mistakes. You to her about her mistakes. You have to
should: criticize him/her for:

- Apologize for opening a - Opening a confidential mail

confidential mail - Stamping the wrong date on other
- Apologize for stamping the wrong mails
- Being so disorganized
date on other mails
- Promise to fix it immediately
THÙY: To be honest, there are a number of issues.

THẢO: I'm so sorry. What did I do wrong?

THÙY: Firstly, you opened a letter marked confidential!

THẢO: Yes, I'm sorry about that, I just didn't see it. I didn't read anything, though.

THÙY: That's not the point. This can't happen again.

THẢO: Okay, I apologize.

THÙY: That's not all. All the letters are stamped with yesterday's date.

THẢO: Really! I don't know where my mind was this morning.

THÙY: Go through all of today's mail again and fix it. Now.

THẢO: Okay. I'll grab the mail log now and get started.

THÙY: I can't have this level of disorganization in my office. Even when it comes to simple tasks, Thảo, you
have to get it right the first time.

THẢO: I won’t let you down again, I promise.

Role play 25: Unit 8 - B3

Student A Student B

You are a secretary. Your supervisor asks You are the supervisor. Talk to student A
you to draft a letter. You have questions about the draft you requested related to:
about the content of the letter. Talk about:
- The purpose of the letter
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 - The purpose of the letter - The date for the recipient to receive
- The date for the recipient to receive and reply
and reply - The delivery problems (possible)
- What you are concerned about the
mail delivery

THẢO: Excuse me Thùy. I hope I'm not disturbing you.

THÙY: Not at all! Come in.

THẢO: I got your email about those drafts.

THÙY: You have questions?

THẢO: Just one. It can wait if you're busy.

THÙY: No. I'd rather get it over with now than leave it till later.

THẢO: It's just that, you've asked me to offer Mrs. Rose the job. And have her accept or reject the position
by Monday. Right?

THÙY: Yes. So what's the problem?

THẢO: Well it's Thursday. The mail room won't even pick up the letter till this afternoon. I doubt she'll get
the letter before Saturday. So she'll only have one day to reply.

THÙY: Oh, good catch. There's a chance it won't even arrive until Monday. I doubt she'll have time to get
back to us.

THẢO: I thought so. But I didn't want to cause problems.

THÙY: Thanks for checking with me first. That's definitely the best thing to do if you're not sure about
something like this.

Role play 26: Unit 9 - B3

Student A Student B

You are a secretary. Your boss is talking You are a boss. A customer is upset with
to you about a customer getting upset your secretary about her hanging up on
because he thinks you hung up on him. him. Talk to student A about:
Talk to your boss (student B) to:
- The complaint
- Explain the disconnected call - The secretary’s version
- Ask more about the customer’s - What to do next time
complaint
- Promise to avoid such mistake in
the future
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THÙY: Thảo, we need to talk.

THẢO: Is something wrong Miss. Thùy?

THÙY: I just had a call from Mr. Robert. He was very angry. He told me that you hung up on him. THẢO:
No, I would never hang up on a client. You know that.

THÙY: So what happened?

THẢO: I was screening the call to see who to connect him to. He seemed impatient and annoyed at the delay.

THÙY: Okay.

THẢO: And I was about to connect him to you when suddenly the phone was disconnected.

THÙY: That's possible. Mr. Robert often calls long distance.

THẢO: That's a relief. I thought I was in trouble!

THÙY: Wait a moment. Did you call him back?

THẢO: No. I assumed he'd call back.

THÙY: That's a problem. You should always call customers back if they are disconnected.

THẢO: I’m so sorry. I will next time.

THÙY: Good. Now, I’d appreciate it if you’d call Mr. Robert and appologize.

THẢO: Right away.

Role play 27: UNit 10 – B3

Student A Student B

You are a secretary. You received an You are the boss. Talk to student A about
email telling you that a shipment would the problem. You should:
be late. Tell your boss about:
- Ask for details of previous
- The company name and previous shipment
shipment - Ask for the ETA
- Ask A to forward the email to you
- The ETA (estimated time of
arrivals)
- Promise to forward the email to
him right after
THẢO: Hi Miss. Thùy. I've just got an email from Super Ink Company Limited, our new stationary supplier.

THÙY: Okay Thảo. What is it about?

THẢO: Well, they've pushed back the ETA on our order.

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THÙY: That's not good news. It's bad business on their part, and those supplies were urgent. Have you called
them?

THẢO: I did but they just gave me the runaround.

THÙY: Can you forward that email to my account?

THẢO: Of course.

THÙY: What's the subject line?

THẢO: It's Regarding: Shipping date Order 1328

THÙY: Okay. I think I'll share that with the CEO and see if they'll be a little bit more helpful when she calls.

THẢO: I think a phone call from the Chief Executive Officer carries more weight than one from a secretary,
doesn’t it?

THÙY: It shouldn’t matter who calls. They promised to deliver on time and they’re not doing it.

Role play 28: Unit 11 - B3

Student A Student B

You are a secretary. You go to the bank to You are a bank teller. Talk to student A
buy some foreign currency for your boss. about her purchases. Provide A the
Ask student B about: information about:

- Pound exchange rate - Pound exchange rate

- Euro exchange rate - Euro exchange rate
- If rates are good - If rates are good

THẢO: Good afternoon. Can you please tell me the exchange rate for the Euro?

THÙY: Sure. Today's rate is one dollar and forty cents to one euro.

THẢO: Would you say that's a good rate compared to recent days

THÙY: Yes, the rate has been pretty stable lately.

THẢO: Okay. I'd like to buy 400 euro, please.

THÙY: Is that all you need for today?

THẢO: One more thing. Can you also tell me the exchange rate for the pound?

THÙY: No problem. It's one dollar and sixty cents per pound.

THẢO: That's a bit higher than normal, isn't it?

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THÙY: Only a few cents.

THẢO: Okay, well I'll just take 100 pound, please.

THÙY: There you are. So are you going on vacation or a business trip?

THẢO: Thank you, I wish it was for me. My boss is traveling for business and asked
me to get some local currency for taxis and lunches.

Role play 29: Unit 12 - B3

Student A Student B

You are a secretary. You want to make a You are the bank teller. Talk to student A
bank deposit for your company but you about her deposit and instruct her to
made a mistake about the number of correct the mistake, including:
checks when you fill out the deposit slip.
- The account number
Talk to student B and ask him how to
- The number of checks
correct it. Pay attention to:
- The changes after correcting
- The account number
- The number of checks
- The changes after correcting
THÙY: Welcome to BIDV Bank. How can I help you?

THẢO: Hi. I'd like to make a deposit for Rose Horizons company.

THÙY: Do you have a completed deposit slip?

THẢO: Yes, right here. Would you mind checking it over to see if there are any
mistakes? It’s my first deposit for the company and I don’t want to do it wrong.

THÙY: Of course. We always do anyway.

THẢO: That's good to know.

THÙY: Oops! I can actually spot a mistake. You have five checks to deposit, but
you've only written four here.

THẢO: Oh no! What a silly mistake. Shall I fill out a new slip?

THÙY: That won't be necessary. You can just add the fifth check to the list and
change the total amount.

THẢO: Great. Anything else?

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THÙY: Since you made a change, I'll need you to initial the deposit slip. Just next to
the total, please.

THẢO: No problem. Here you are. Thanks for all your help.

THÙY: You’re welcome.

Role play 30: Unit 13 - B3

Student A Student B

You are a new secretary. You haven’t You work in payroll department. Answer
received your salary. Talk to student B student A’s questions. You should
about:
- Tell her about the pay day
- Pay day - Explain to her how new staff are
- Paying in arrears paid
- Offer her an advance if she needs.
- Advances

THẢO: Excuse me, is this the payroll department?

THÙY: Yes. How can I help you?

THẢO: I think there's been a mistake with my pay.

THÙY: Well, we pay your salary straight into your account by direct deposit.

THẢO: I know. But I checked my account and nothing's gone in. We do get paid on the 30th, don't
we?

THÙY: Yes that's right. This is a serious error. Has it gone in correctly before?

THẢO: Actually, I'm a new employee. I only started 3 weeks ago so I've not been paid before.

THÙY: Ah. That's the problem. You see, we pay one month in arrears. That means you won't get
paid until the end of next month.

THẢO: Oh no! I didn't realize.

THÙY: It's okay. If you're short on money, I can give you an advance.

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