论文王红洋.doc

苏州经贸职业技术学院 毕业论文 试论秘书接待工作的语言技巧 The Secretary of the reception of language skills 学生姓名： 王红洋 专 业：涉外文秘 系 别： 旅游系 班 级：10文秘31 指导老师： 韩克善 中文摘要 在秘书行业中，接待工作是的一项重要工作。接待水低秘书接待工作是沟通内部上下的“桥梁”，是联系外部的“窗口”它要求秘书人员具有良好的个人素质和过硬的接待技巧要求接待人员在工作中要切实讲究语言艺术。 秘书 接待工作 语言技巧 Abstract In the industry .Secretary of reception is an important work .The reception level will directly affect the public on the social organization of trust and social organizations in the public image and reputation. Secretary of the reception is the internal communication bridge , is the window external links, it requires the secretary personnel have good personal qualities and excellent reception of language skills, request reception staff at work should pay attention to language arts. This article from the importance of language, language reception, reception work language skills, three aspects to illustrate the role, mainly from language to the Secretary of the reception the importance as well as how to do better reception work, enhance the art of language, to the reception of the work as the starting point, emphasizes the Secretary of the reception work should with the language skills Key Words Secretary reception work language skills 目 录 前言 1语言对秘书接待工作的重要性 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉2 1.1秘书接待工作语言的含义┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉ 2 1.2善说对秘书工作的作用和意义 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉2 2 秘书接待工作语言的误区 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉2 2.1接待普通客人的语言误区 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉2 2.2接待重要客人的语言误区 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉2 2.3接待不速之客的语言误区 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉3 3 秘书接待工作的语言技巧 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉3 3.1接待来访者的语言技巧 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉3 3.1.1主动接待，文明用语 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉3 3.1.2 察言观色，因人施话 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉4 3.1.3 言当其时，表态适宜 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉4 3.2接待参观者的语言技巧 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉5 3.2.1先看后讲 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉6 3.2.2看讲结合 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉6 3.3接待投诉者的语言技巧 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉6 3.3.1转变观念 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉7 3.3.1耐心倾听 ┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉┉