NguyenDucHoangPhuongUyen_DH08NNAD Administrative Assistant & Secretary

Administrative Assistant & Secretary for Final

Chapter 1 – Overview for the new Administrative Assistant

1. Why are you needed?

- Hired to relieve your busy employer of a great deal of work.
- Be as a liaison (connection) between your boss and the rest of the company.
- Act as in sales, banking, billing, payroll, accounting, advertising, public relations (PR), purchasing….
- Perfect admin => perfect boss
2. What do employers want?
- Punctuality (on time) - Willingness to follow instructions
- Dependability - Loyalty and confidentially
- And something else (flexible schedule, ability to work everywhere, ability to take on multiple different
projects; satisfied with any kinds of jobs)
3. Interview Tips
- Understand yourself (your ability, strong points, weakpoints, what are you good/bad at)
- Create a personal profile - The day before (prepare)
- Know the organization and position - Starting the interview
- Attire tips (dressing) - Typical questions (Internet)

Chapter 2 – Daily Routine

1. Your office
- Office conditions for Administrative Assistants vary.
- All conditions may change over time as the company does.
Because your company may have branches in several states or even several countries
+ Maybe located in the same area
+ Maybe far removed from where you work
 All these conditions may change over time.
2. Your workstation
- Your workspace can affect on your performance. So, if you want to change:
+ Draw a sketch of your office
+ Try out alternative arrangement on paper
- Consider 2 questions:
+ Will you work more efficiently? + Will your changes affect your co-worker?
3. Office supplies (Stationeries – văn phòng phẩm)
- Purchase supplies at office supplies stores - Keep supplies in a cabinet or shelf
- Do not overestimate your needs - Should be label, in order and clean
- Order exact ‘everyday supplies’ in mind
 Note: You should put your daily supplies at your eyes’ level
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4. Reference works
- Reference works and sources of information => invaluale in writing, taking dictation, transcribing
- Abridged dictionary [Merriam-Webster’s Collegiate Dictionary]
- A software dictionary [word spelling, definition]
- An online dictionary [Dictionary.com]
5. Work planning
- Arranging your plan effectively - Keeping your work area clean
- Consulting your desk calendar - Maintaining your immediate area
- Ordering your activities in productive way - Thinking ways to improve your
- Maintaining a daily TO-DO list performance
- Putting away your work-in-progress files
6. Dictation and Transcription (Học thuộc)
(Dictation – SB say and you write down; Transcription – what you have to write down)
- Keeping a notebook, pencil and pen
 Dictation Equipment
- Writing the date at the top and end + Using a digital recorder
- Keeping separate notebooks with the name + Connecting to computer to transfer
audio files
- Turning down to mark your place
 Transcription
- Asking your boss to repeat statement + Involving many skills and knowledge
+ Reading over what you’ve typed
- Asking names in the files
7. Your employer’s office
- Learning your own boss’s references
- Reminding boss of appointments
8. The Intangibles
- Specifying what boss wants keeping confidental
- Exercising self-control
- Understanding of each other

 Sum up + Focus on every little detail + Master the dictation and transcription

+ Have your own work planning + Know what your employer wants

Chapter 3 – Telephone Usage

1. Telephone Manners
- Have a pleasing telephone personality
- A well-modulated voice (giọng rõ ràng) => to convey dignity and courtesy
- Reply in clear tones, never raising your voice
- Be a good listener
2. Taking and Transfering Calls
3. Screening Calls (theo dõi cuộc điện thoại)

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4. Telephone Etiquette Tips (học kĩ cái có gạch chân)
 When you take a call, turn away from your computer, desk, and other work. Don’t allow distractions to
take your attention away from the caller.
 Always have something available to write with.
 Answer calls by the second or third ring.
 Smile when you answer your calls. Even though the caller can’t see it, he or she will hear the smile in
your voice.
 Use a “telephone voice” where you control your volume and speed. Speak clearly.
 Be enthusiastic and respectful.
 Greet the caller and identify yourself, your business, and your department.
 Ask the caller, “To whom am I speaking?”
 Then ask the caller, “How may I help you?”
 Avoid unnecessary jargon and acronyms (đọc tắt) in your conversations.
 Use the caller’s name in your conversation.
 Practice good listening skills.
 If there is a problem, be concerned, empathetic, and apologetic.
 Thank the caller for calling. Ask the caller to call again.
 Never eat, drink, or chew gum while you are on a call.
5. International Long-Distance Calls
- International call dial prefix 011
- Country code: every country has a two- or three-digit country code
- City code: most major international cities have a one- to five-digit city code
- Local telephone number – local numbers vary in length
6. Voice-Mail Etiquette
- Aim: improve communications without being inconsiderate
- 2 ideas to the communication (callers, the person being called)
- When encountering voicemail: (nên coi sơ qua để nhớ, hong cần học kĩ)
 Leave a clear, concise message with a phone number.
 Provide a good time for the call to be returned.
 Unless you have indicated it is an emergency or a problem with an extreme time deadline, do not assume the
person checks voice mail regularly—you should assume a call back will not be immediate.
 Remember that sometimes voice messages are lost somewhere in the system. A person may accidentally
delete a message.
 Use voice mail as a way of informing a person that other communications are waiting or coming, since voice-
mail users frequently check voice mail more often than email or the fax machine.
 Never leave confidential, inflammatory, or embarrassing messages on a voice-mail message.

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Chapter 4 – Mail Services and Shipping

1. Beyond a letter and a stamp

a) The administrative assistant daily routine
- Handling the daily processing of mail - Opening and prioritizing the employer’s mail
- Sorting and distributing the mail - Gathering and solving the necessary information
b) What should a competent assistant do?
- Acquainting with profit-boosting moves
- Finding the best way prepare the mail
- Keeping abreast (bên cạnh) of US Postal Service rules
- Full filling a company’s news mailing needs
2. Addressing for Success
- The USPS (US Postal Service): OCRs (Optical Character Readers); BCSs (Bar-code sorters)
- 2 factors determine mail technically compatible
+ Machinable: the right size and shape
+ Readable: being read, coded and sorted
3. How your company can receive the benefits
- Size: 12inches x 15inches x ¾ inches thick
- Address location: the OCR read area
- Lines of the Address:
+ The proper address line rearrangement + State abbreviations are necessary
+ Addresses are complete + Do not use a period (Use AK (for Alaska) instead of A.K)
- Foreign address: The bottom line is the country name
Example (buộc phải biết cách ghi address): Mr. James Clark
117 Russell Drive
London WIP 6HQ (postal code)
ENGLAND
- Non-Address Information:
+ Position above the delivery address line
+ Non-Address Information: advertising copy/ company logos
+ Near OCR read area
- Bar Code Area:
+ The Bar Code Area free all markings + Printed on the bottom of the piece of mail
- Window Envelopes:
+ The entire address os always visible, even during full movement of the insert
+ If part of the address is hidden, the OCR will reject the envelop and send it off for manual
- Address Characters: San Serif Fonts are the best typeface (use Serifs or Sans Serifs are fine)
- Print Quality and Color:
+ Black ink on a white background
+ Keep the ink as dark as possible and the background as light as possible
- Spacing: A clear vertical and horizontal space
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4. Postal Automation: Encoding for Business Mailers
With ZIP Code + Faster sorting of mail
+ Fewer undeliverable pieces
 Saving money and time
 To clean up your list: (học thuộc)
- Standardize your address list, making sure cities match the zip codes on the list.
- Change all characters to uppercase for increased readability by automation equipment.
- Correct spellings and add missing directions and suffixes.
- Validate or correct each five-digit zip code.
- Add the extra digits of ZIP +4 codes.
- Give a report on any address that cannot be coded.
- Example: Zip code: CA 54376 (trong đó CA là tên tắt của bang California, và số phải là 5 chữ số)
5. Metering
- Ensuring your office pays suitable postage. - Printing postage directly onto your mail.
- Avoiding being marked “postage due” - Coming in all size.
- Guidelines for Using a Postage Meter (following these instructions)
+ How to operate the meter + Meter tape must show the month and year
+ How to refill it with postage + Use fluorescent ink
+ How much postage you owe
6. Packaging (học thuộc)
- Use a corrugated container: 3 basic types (single – double – trible wall)
- Protect the contents (air bubble wrap – shredded paper)
- Close the box securely:
Apply 3 strips of tape to the top and the bottom (1 for sealing the box, 2 another strips for sealing the sides)
- Use the proper labeling:
+ Make sure you include all identifying information (zip code, precaution, tel number, return address)
+ Some special marks you should know:
o Fragile – handle with car
o This side up handle with care – perishable – thank you
o Do not bend (đừng gấp)
+ Focus on hazardous and illegal items (biển báo cấm)
+ Put these special markings in 3 places:
below the postage/ above the address/ back or bottom of your parcel
7. US Postal Service Mail Service (USPS)
- Works 365 days a year - Using in 200 countries and territories
- Important letters, documents, and merchandize
- Example: send today at any time => received at noon or 3pm next day
- Offer Express mail Military Service to Army Post Office (APO) or Fleet Post Office (FPO)
8. Other Mail Services

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- Post office box and caller Service - Certificate of Mailing
- Passport Applications - Return Receipt
- Money Orders - Restricted delivery
- Address Changes - Special Handing
- Collect on Delivery (COD) Service - Insurance
- Merchandise Return Service - Registed Mail
9. Information on the Internet
At US Postal Sevice’s website:
- Look up the ZIP codes - Find answers to asked questions
- Track your email - Get new postal information
10. Alternative to the USPS (học thuộc mấy tên viết tắt và tên đầy đủ của từ viết tắt đó)
Alternative forms of service: Air-Freight Express/ Trucking Freight/ Courier Services
a) United Parcel Service (UPS)
- Specialization: Overnight Shipping
- Freight changes: weight of package + distance
- Distance charges: based on xones
Zones: + Ground Transportation: tells Shipping time
+ Air-freight
 Several ways to ship via UPS:
 Take packages to UPS Office/ Store  Set up a UPS account
 Bring packages to UPS pickup stations  Register for regular weekday pickups
 Call UPS – tell information of packages
 USP Services
 UPS Next Day Air Early A.M  UPS Ground
 UPS Next Day Air  UPS Worldwide Express Plus
 UPS Next Day Air Saver  UPS Worldwide Expedited
 nd
UPS 2 Day Air A.M  UPS Worldwide Saver
 UPS 2nd Day Air  UPS Standard Service
 UPS 3 Day Select
b) Fed EX
- Often various package shipping services
- Create account: calling or visiting website
- Find list of services:
+ FedEx Express + FedEx Home Delivery
+ FedEx Express Freight + FedEx Ground-U.S
+ FedEx Express Freight International + FedEx International Ground
- Steps to ship a package:
(1) Pack your shipment in packaging (2) Select a service and create label
(3) Drop off your package

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c) DHL (DHK Jetline, Sprintline, Secureline….)
- An international shipper using: Air and ocean freight/ Truck and train transportation
- To over 220 countries
11. Other Shipping Service (nên đọc sơ qua thôi không cần học kỹ)
- Air Freight: - Courier Services:
+ For special situations + For backages
+ Delivery time: the same day + Delivery time: a few hours
+ Fee: same day > next day and 2 days later + Prices: weight and size of package +
- Trucking Freight: distance
+ For large shipments and heavy packages
+ Delivery time: 7-20 days
+ Fee: competitive

Chapter 5: Travel Arrangement

1. Today’s Business Traveler

As a business grows and an owner’s needs increase, your administrative duties will include keeping abreast of
how to handle your employer’s travel needs quickly and efficiently, no matter how far he or she goes.
2. Getting the Trip Under Way (học thuộc)
- Main purpose: get your boss to his/her destination and backhome again as smoothly as possible.
- Speed and cost may be other considerations
- Be sure to determine the following basics:
 What is the purpose of the trip? Networking/ Attending meetings and events/ Doing a deal
 What are the desired departure and return times and dates?
 What is the point-by-point itinerary? (A detailed plan for a journey)
- Destinations - Departure and return times and dates
 The number of business traveler: Alone? Other staff members? Family members?
 Transportation:
- What type of transportation does your boss desire?
- What is the best means of transportation available at that particular destination?
- You can get some helps from a travel agent.
 The lodging facility: What is the lodging facility closet to the activities of the trip?

(Nếu boss có các cuộc hẹn ở các thành phố khác nhau, thì nên chọn a downtown hotel/ an airport hotel/ motel)

NOTE: If your employer travels frequently, you should use OAG (Official Airline Guide)

- www.oag.com - Hotels, maps

- Both domestic and international flight information - Other useful travel information
3. Hotel Reservations (nên đọc để biết thêm thông tin khi làm trắc nghiệm)
 Making the lodging reservations without delay
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- State your employer’s name, office, home address, telephone number, type of accommodation.
- Plus your own name as the contact person.
- Ask for written confirmation
 Airport shuttle or Limousine reservations
- Date and the exact time of day
- Give that information to the hotel reservation person
- Ask for written information to be mailed, faxed
 Hotel room reservations
- Reservations beyond 6p.m by guaranteeing payment (whether or not the boss arrives)
- Paid for the room charge (whether the boss changes their mind)
- Nevertheless, you can cancel a guaranteed reservation without charge before 6pms on the day of arrival

NOTE:

 You can use a travel agency for this service alone

 If your boss doesn’t have a scheme:
=> Write to the convention bureau or chamber of commerce in the city where he/she has never visited before
 If your boss has a scheme:
=> You can call the national reservations center for the chain or go to its website and find out if they have a
hotel in the city your boss will be visiting.
4. Transportation Reservations
 Airlines
- Find appropriate airline’s agent or car rental company
- By phone or Internet
- Reservated by e-ticket, mailed, held for pick up
- Required credit card or dirver’s license (for car rental)
 Electronic Tickets (e-tickets)
- Benefit of e-tickets:
+ Travel without a paper ticket, check-in 24 hours + Don’t charge for issuing paper ticket
+ Go through security checkpoint with approved document + Direct to departure gate
- Company’s policy business travel
+ Expense report (paper receipts, print-out emails)
+ Require by some employers
5. Using a Web-Based Travel Service
- Some web-based travel service: Priceline, Orbitz, Travelocity, or Expedia.com.
- Purpose: make both personal and business travel reservations for airlines, hotels, car rentals, cruises, and
other vacation packages.
6. Using a Travel Agency
- Providing a host of services - Taking advantage of special fares, issue tickets
- Reccommending hotels and making reservations - Making car rental reservations

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 Finding a Reputable Agent
 Making the Arrangements: (học thuộc)
+ Your name and the traveler’s name
+ The traveler’s office address and office tel number
+ Date and time of departure and of return
+ The traveler’s preferences: specific carrier, general time of departure/return, type of service.
+ The traveler’s home tel number and cell phone number
+ The traveler’s frequent flyer numbers
+ The traveler’s email address
+ Your own home tel number and cell phone number and email address in case your boss has troubles
7. The Itinerary
- A travel itinerary is a schedule.
- Quick reference to it can be made when question arise.
- For example: (nên đọc sơ qua để biết cách làm 1 bản mẫu lịch trình)

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8. Before-the-Trip Checklist
 Airline tickets and frequent flyer number  Itinerary
 Lodging information and confirmation number  Destination contact names, addresses, and
 Car rental information and confirmation phone numbers
number  Meeting agendas
 Money, traveler’s checks, or credit card  Speeches, reports, and presentations
 Passport, visa, driver’s license, or international  Computer or iPad, cell phone
driving permit
9. International Travel
a) Using a Travel Agent for International Travel
- Handle all: travel arrangements, accommodation, car rental, even excursions
- Provide accurate information: passport, health certificate, police certificate, visa
b) Visas and Passports

Ở phần này thầy nói là sẽ lấy ví dụ về bản thân mình là công dân Việt Nam thì khi ra nước ngoài, nước nào yêu cầu mình chỉ đem
theo passport và nước nào mình cần phải có visa. Nếu như vậy thì chỉ cần nhớ là người Việt khi ra nước ngoài du lịch, chỉ cần
passport khi nhập cảnh vào các nước trong khu vực ASEAN (11 nước), và buộc cần visa khi nhập cảnh vào các nước ngoài khu vực
ASEAN (Đông Á – TQ, Nhật, Hàn…; các nước Á-Âu-Mỹ khác)

c) Required Immunizations and Vaccinations

Trong tình thế hiện nay thì chỉ cần có giấy chứng nhận đã tiêm vắc xin Covid-19 là được
d) Customs (Khu vực Hải quan)
Nơi làm giấy tờ và đóng dấu xuất-nhập cảnh trước khi lên máy bay.
e) Languages Spoken in Foreign Countries
10. Time Zones (học thuộc lòng những múi giờ ở các nước lân cận)
- GMT (Greenwich Mean Time) hay còn gọi với tên khác là UTC (Coordinated Universal Time)
- Examples:
 Australia: North (GMT + 9.5H), South (GMT + 10H), West (GMT + 8H), East (GMT + 10H)
 Indonesia: Central (GMT + 8H), West (GMT + 7H), East (GMT + 9H)
 Singapore: GMT + 8H  Thailand: GMT + 7H  India: GMT + 5.5H
 Malaysia: GMT + 8H  China: GMT + 8H  The UK = giờ GMT
 Phillipines: GMT + 8H  Japan: GMT + 9H  Spain: GMT + 1H
 Cambodia: GMT + 7H  South and North Korea:  Portugual: GMT + 1H
 Vietnam: GMT + 7H GMT + 9H  Germany: GMT + 1H
 Laos: GMT + 7H  Myanmar: GMT + 6.5H  France: GMT + 1H
11. International Currencies
Nên biết thêm 1 số dạng tiền tệ xài ở các nước trên thế giới. Ví dụ, các nước trong khu vực EU thì dùng đồng EURO,
Thailand dùng Bath, Cambodia dùng Riel, Laos dùng Kip, Vietnam dung VND, India dùng Rupee, USA dùng Dollar, Australia
dùng Australian Dollar, Singapore dùng Singamore Dollar, Japan dùng Yen…

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Chapter 6 – Meetings

1. Anatomy of a Meeting
- Sending invitaions to in-house meeting
- Finding free time of meeting attendees
- Selecting meeting time and location
- Avoiding early Monday morning and late Friday afternoon
- Creating meeting agendas: names, date, time, meeting location
- Using an email scheduling program such as Microsoft Outlook
2. Types of Corporate Meetings
- Meeting of Stockholders for the election of directors
- Other meeting during the year: increase/decrease in capital stock (or) Change of the Corporate charter
- Administrative assistant’s duties:
+ Preparing notices of the meeting
+ Preparing prozy (giấy ủy quyền) form for stockholder cannot attend
+ Sending notice, proxy from 3 to 4 weeks in advance
- Before the Meetings:
+ Find and confirm for a meeting place
+ Read all resolution and report yo be presented
+ List and check the persons attending or absent
+ Double check information before invitation is printed
+ Send out an invitation 2 weeks in advance, agenda (ctrinh nghị sự), follow-up reminder
+ Confirm the date, week, day, time, room, location and names clearly
3. Scheduling Meetings
 The most common tasks for admin assistants. And they are prepared easier than the past.
 Common problems when scheduling meetings:
- Guaranteeing attendance - Not having the same software with
- Negotiating the time and date company
- Specifying a meeting location - Not updating information about meetings
- Rescheduling meetings => being confused - Not confirming for a meeting place
- Not sending a meeting reminder
 Scheduling meetings using Microsoft Outlook’s Calendar:
- Microsoft Outlook’s Calendar is a desktop information management program.
- You may be able to use it:
+ to schedule your time + to assign time blocks
+ to schedule appointments + to schedule meetings
4. Meeting Agendas (Chương trình nghị sự của cuộc họp)
- It is like a roadmap for the meeting.
- It tells the participants what the plan is, providing a sense of direction and purpose.
- A meeting agenda should include:
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+ Start/End time, location, topic headings, topic detail for each heading
+ How much time each topic discussion is
+ Which meeting participants will facilitate the discussion of a particular topic

5. Meeting Minutes (Biên bản cuộc họp)

- Meeting minutes are a record of what took place during a meeting.
- The minutes allow the meeting attendees to review the meeting later to look for outstanding issues.
- Stockholder and board of directors meetings, the minutes are required by law and must be in the corporate
minute book.

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- You can transcribe what took on the meeting by making handwritten notes, typing on a computer, using
recording device.
- Outline of the minutes (ht)

+ Name of organization + New business

+ Name of body conducting meeting + Date of next meeting
+ Date, hour, and location of meeting + Time of adjournment (delay)
+ List of those present and those absent + Signature of recorder
- Corporate Minutes (Biên bản lúc họp cổ đông – nhớ mấy cái chính này thôi)
+ Election of officers of the corporation + Issuing and selling stock
+ New business policies and plans + Approval of mergers and reorganizations
+ Creation of committees and assignments + Entering into joint ventures
6. Conferences (Hội nghị)
Planning for the Conference: (đọc sơ qua để biết thôi)
 Booking the conference site
 Blocking reservations for hotel rooms
 Confirming auditorium sizes, smoking locations
 Scheduling catering and beverage for refreshment
 Sending letters of invitations to speakers
 Inspecting facilities you haven’t seen before
 Following up with confirmation letters to the speakers and conference site
 Obtaining background information, photos, and resumes of the speakers

Chapter 07 – Time Management

1. Overview of Time Management (học thuộc khái niệm)

- Time management is an essential skill for an effective administrative assistant.
- “80:20 Rule” => 80 percent of the unfocused effort generates only 20 percent of the results.
- Using time management techniques, you can optimize your time and energy well.
2. Controlling Procastination (sự trì hoãn)
- Procastination is the thief of time.
- Don’t let procrastination stop achieving in career.
- Considering the most urgent and recent tasks.
3. Maintaining an Activity List
- Keep your daily list of tasks everytime.
- How much time you are willing to spend on each tasks.
- Examine and eliminate some tasks which don’t belong your duty.
4. Creating Action Plans
- Listing things to do => Arranging them properly
- Dividing the sub-tasks if you get the big project.
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5. Keeping a TO-DO list
- You should put the most important tasks at the top and the least ones at the bottom
- If you get a TO-DO list and do everything well and on time, people will think you are organized person and
more responsible.
- Keeping a TO-DO list can be critical to the success of your career.
- How can we create a TO-DO list?
+ Write down all things which you need to accomplish
+ Assigning letters or numbers
6. Scheduling
- Scheduling is the process examining the time you have.
- How to keep your scheduling well?
+ Determining the times each day + Reviewing your TO-DO list
+ Blocking out the time in your schedule + Scheduling the high-priority tasks

Chapter 08 – Keeping Accurate Records

(File – Filing; Fill – Filling => không đc nhầm 2 từ này)

1. A Critical Duty
- It is the importance of administrative assistants’ responsibilities.
- The secretary must be confident that any file can be retrieved quickly.
2. Getting ready
- Filing is an important duty, no matter how tedious it seems.
- Follow this tracklist before you start to file:
+ Prepare the papers + Remove all paper clips
+ Check all stapled papers + Mend any torn papers with tape
+ Underline the name or subject under which paper is to be filed clearly
- On the file folders, you should:
+ Using staggered tabs or one-position tabs
+ Using various sets of files with a different color label
+ Typing the name of the folder on the first line on labels
+ Using initial caps and lowercase
3. Basic Filing System
- The used of basic filing systems in business office office include: subject, geographical, numeric, and
combination subject.
- Using the alphabetical system.
- The material being filed must be organized under ten or fewer main headings numbered 000 to 900.
- Each main heading:
+ Divided into ten or fewer subheadings numbered from 10 to 90
+ Preceded by the correct hundreds digit
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- Each subheadings:
+ Divided into ten or fewer subheadings numbered from 1 to 9
+ Preceded by the correct hundreds and ten digits
- Names that sound alike but are spelled differently (tên tuy đọc giống nhau nhưng đánh vần không được sai)
 Alphabetical System
- The most widely used filing method.
- Material: filling alphabetically according to name
- A lablel: typing each name, applied to the tab
- Papers: placing in the folder in chronological order (theo thứ tự thời gian)
- Seperating the material into time period.
- Having been handled for customer, one folder maybe labeled
 Subject System
- Being used when papers are called for by subject.
- Dealing with say, advertising, brand name products, or materials.
- Being comprehensive and simple of the list of subject.
- Being arranged chronologically by paper.
 Subject Index
- Being not required for a small filing system and imperative.
- Preventing the filing of material under a new heading.
- Permitting a person other than administrative assistant.
- Making for each subject heading or subheading of an index card.
- Making if the subject is complex of cross-reference.
- Being filed alphabetically by the index cards.
 How to Alphabetize for Filing and Indexing (nên coi sơ qua)
- Individual or Personal Names: being alphabetized by their surname (Smith, Mary B)
- Two or more similar names are unequal length, the shorter name first
(Example: tên đầy đủ là Smith Mary Charlene thì có thể viết tắt thành Smith, Mary C.)
- Individual surnames with prefixes are written by one word (Masson, Tim)
- A religious title or foreign followed by a first name only.
(Example: Brother Thomas (thầy Thomas), Friar Tuck (cha xứ Tuck), Sister Mary (sơ Mary))
- Company or Business Names: a hyphen are treated as one word or comma in a business name
(Johnson-Smith & Company)
- A company name is composed of a compound word or spelled as two words (Sun City Tannery)
7. File Cabinet (Tủ đựng hồ sơ)
- Having four drawers (the first ranged from A-G => H-M => N-S => T-Z)
- Being near your desk.
- Labeling each drawer.
8. Organizing your computer files
- In order to avoid losing documents, avoid file clutter, save time finding the documents
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- Some tips to help you organize your computer files (này ai cũng biết cả rồi nên chỉ liệt kê tips thôi nha)
+ Using Documents Library + Storing and Grouping Files
+ Naming your files + Using Shortcuts
9. Backing up your files
Start => Control Panel => System and Security => Back up your computer
10. Viewing files
11. Using recent items
12. Using more than one computer

Chapter 09 – Office Equipment

1. Typewriters
Some new features of today’s electronic typewriters:
- Word erase for simple corrections
- Spell-checker in a built-in electronic dictionary
- Display screen
- Incorporate the features when using external storage media
- Capacity to store and merge mail with other documents
- Background print
- Ability to upgrade, one of the most useful features of all
2. Copy machines
- Another names: copier, photocopier, copy machines
- Copier and laser printers function similarly (máy in laser dùng mực nào thì máy copier cũng dùng mực đó)
3. Calculators
- A variety of sizes and designs: LED Screens, LCD, Solar Power, Batteries, AC Power…
- Function: Add-subtract-multiply-divide (cộng trừ nhân chia), decimal, square roots…
4. Other Office Equipment
- Binding Systems (dụng cụ đóng hồ sơ dày)
- Laminators (máy ép nhựa)
- Overhead Projectors (máy chiếu)
- Paper Shredders (máy nghiền giấy thành vụn *thường là tài liệu mật*)
5. Telephones
- Private branch exchange: allows to access at the same time with outside callers
- Multi-line telephones: allows to answer anywhere and routes to another telephone by a button
- VoIP Telephones: allows to send voice messengers.
- Other Business Telephones: equips with special features
6. Voice Mail and Answering Machines
7. Special telephone services
- Call waiting: useful for individuals and for business that have only one incoming telephone line.
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- Select call waiting
- Call forwarding
- Three-way conferencing: you can call more than one person at the same time.
- Caller ID
- Busy number redial
- Selective call acceptance: allows you to call these kinds of people in your list contact.
- Voice message: allows caller to leave a message.
 Toll-free number
- Toll-free numbers are phone numbers from businesses, services, or campanies that don’t charge you a free
for calling them.
- Your company pays for all incoming long-distance charges.
- Three-digit prefxes include 800, 888, 878, 877, 866, and 855.
 900 numbers
- Callers have to pay a per-minute fee for the time on the call.
- It is often reserved for technical help, not for product ordering.
 Teleconferences
- To reduce travel costs when attending meetings.
- Can link up different callers from around the country at the same time.
8. Cellular telephones
9. Smartphones
10. Fax machine
- Fax machines are faster and more versatile than ever.
- There are even products available that tie your fax machine to your office tel’s voice messaging system.
11. Office computers (học thuộc)
Inside the office, we can use the personal or desktop computers.
 A true computer system usually consists of five elements:
- An input device: allows you to communicate with the computer.
- An output device: allows the computer to communicate back to you.
- A processor: allows for the mainpulation of your data.
- A storage system: allows you to save your work electronically.
- Sofware: provides instruction for the computer in the form of programs.
 Hardware
- The drives mounted inside the system unit.
- The USB connectors => for connecting various devices such as keyboard and mouse.
- Some features in hardward:
+ A hard disk drive + A circuit board + A motherboard
+ A DVD drive + The expansion boards + A transformer
+ A metal box + The memory and the processor + A clock speed

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 Memory
- Programs and data are temporarily copied from a CD, DVD, or HDD.
- RAM (Random Access Memory) is the area off memory where your programs and data are loaded.
- The virtual memory.
- ROM (Read Only Memory) is another type of memory built into the computer.
12. Computer Input Devices
- Process to communicate with computers.
- Some devices belongs to input devices: *học thuộc*
Mouse, joysticks, keyboard, touchpads, voice recognition, a graphics tablet, scanner, digital cameras.
13. Computer Output Devices
- This is where you see the results of your work
- Monitors display information by painting the screen with tiny dots of color called pixels.
There are 2 kinds of monitors:
+ Flat-screen liquid crystal display (LCD) monitors
+ Older cathode ray tube (CRT) monitors
- Printers produce a hardcopy paper version of what is on your display screen.
There are 3 kinds of printers: (học thuộc)
+ Ink Jet Printer (máy in phun) produce letter quality output by spraying ink through a series of tiny nozzles
onto the paper to form each letter. They can print in black-white and in color.
+ Laser Printer (máy in laser, sd mực bột): It is more expensive than ink jet printer, but their quality and
speed have made them popular among all types of computer users.
+ Color Laser Printers
14. Storage Devices
- Temporary storage => computer’s memory (RAM)
- Permanent storage device => computer’s hard drive (fixed disk)
- RAM: bộ nhớ tạm thời, tính theo GB, bộ nhớ càng lớn càng chứa được nhiều thông tin từ CPU.
- ROM: tính theo I (vd: I7, I5….)
- Tape Backup
- Removable Drives
- Flash Drives (USB)
15. Laptop computers
- Give employees mobility and flexibility.
- Everything is combined into one unit.
- Laptop Computers can be upgraded with larger hard drives and additional RAM.
- You can connect them to printers, a phone line, an office netword, an external monitor, keyboard, mouse.
16. Maintaining your computer
Scandisk, Disk Defragmenter, Disk Cleanup, Backing Up Your Data.

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Chapter 10 – Using Microsoft Windows

1. Operating Systems (Hệ điều hành)

- Underlying software that allows other programs: word processors, databases, and spreadsheets.
- It is a set of rules that other programs must follow.
- Function: handling communications between your software and the computer’s hardware.
- Many operating softwares: Macintosh, Unix or Linux, but Microsoft Windows is the most widely used.
2. How does Microsoft Windows work?
- Microsoft Windows is computer operating system software and many computer manufacturers are installing
on computers.
- MW provides instructions how to access disk drives, how to print and how to add 2 + 2.
- MW has a graphical user interface (GUI). [GUI thường có các bộ phận như mouse, window, dialogue box]
- Graphics are used to create an understandable interface with the user.
- Many versions of MW available: Windows XP, Windows Vista, and Windows 7, Windows 10….
3. The Windows Desktop
- The Windows Desktop is the screen you see when you turn on your computer and Windows loads.
- As you use Windows, you will be removing, rearranging, and placing items on the Desktop.
- The Desktop includes some features: Desktop icons, the Taskbar, the Start button.
- The Start Menu:
+ at the left-hand end of the Taskbar.
+ contains several options, such as SHUT DOWN
- Closing a Frozen Program: Ctrl + Alt + Delete
4. Starting a program Choosing a program and click the mouse on it.
5. Resizing a Window (mấy cái thanh thu nhỏ, phóng to trong các programs)
6. Minimizing, Maximizing, Restoring and Closing Windows
7. Using Scroll Bar
- One of the basic techniques for using Windows.
- If it doesn’t fit => Automatically appears
- Each scrool bar has a scroll slider.
- The more information – the shorter the scroll slider.
- The less information, the scroll slider will be extended or not appear.
- Two ways using the scroll bar on the Window:
+ Moving a tiny increment at a time – click the arrow
+ Click and drag the slider
8. Using Explorer to View Files and Folders
- Difficult to find files and folders => Windows Explorer
- START button => click ACCESSORIES => Windows Explorer appears.
9. Files and Folders
- Files: a document or an application created on the computer
- Folder or Directory:
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+ Folder is a place storing all the pieces of software package.
+ Folders can hold other folders.
+ The first folder called the Directory => the folders inside the first called Subdirectories.
- Placing a File in a Folder (dịch chuyển file vào trong folder)
- Deleting a File or Folder (there are 3 ways to do that)
+ Drag to the Recycle Bin icon on the desktop
+ Open its context menu and click Delete
+ Select and press the Delete key on the keyboard
10. Windows Help
- There are 02 types of help:
+ The onlxine help for Windows
+ The online help for various applications running in Windows
- Help from applications (press the F1)
- Pop-up Help:
+ Automatic pop-up reminders => help remember the on-screen button’s function
+ Hold the mouse pointer over any of the buttons on the program’s toolbar
=> a detailed explanation pop-up label appears.
11. Menus
- Applications and folders windows have menu bars.
- A menu bar is a list of menus.
- The most common menu: File, Edit, View, Tools, Window, and Help.
- Close a menu:
+ Clicking on the menu name again
+ Clicking anywhere except on a menu option
+ Pressing the ESCAPE key (on the board) twice
12. Dialog Boxes Give the person using the computer information about what they are doing.
13. Saving Files (chức năng Save và Save As)
14. Printing Files (Ctrl + P)
- Many programs have the print button on the toolbar.
- Sometimes the document will be print immediately by the selected printer without the displaying of the box.
- Easy to choose the printer you want.
- Adjust the portions of documents as well as the amount of number of copies.
15. Finding a File
- Press the F3 key.
- Wildcard Searches:
+ You can search for the file faster by entering just a part of the file
+ Limit your search by using some symbols called wildcard searches
+ You can also use wildcards as the same way using DOS (Disk Operating Systems) to search for files.
- Data Searches

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- Advanced Searches:
+ Users can find the files and folders based on the type, size or even text contained in the file.
+ If you seach for text, it may take for a while.
+ Narrow it as much as impossible (such as the date)
16. Shortcuts
- Shortcuts are small files that “points” the other files, folders and programs.
- When you open shortcuts, the object to which it points open.
 Allows you to store the object in appropriate place in the hierarchy of folders.
- When you drag a program object to folder such as Desktop is a default action to create a shortcut.
- How to use shortcuts:
+ You should use all the time. Almost objects on Desktop are shortcuts.
+ Rename all things without affecting the original and move the copies in many folders as you want.
17. Deleting Files, Folders, and Shortcuts
 You can delete easily all files or folders by one of these following:
- Dragging them to the Recycle Bin icon on the Desktop computer
- Press the Delete key on the keyboard.
- Open the right-click and choosing the Delete.
o If you want to delete more folders, just choose and press the Ctrl key and click the folders you want,
and then press both Ctrl + D.
 Recovering Deletions:
- Dragging it out of the Recycle Bin window.
- The Recycle Bin can be set so that once the files occupy a large space, the oldest files will be automatically
deleted permanently.
- If you wish to delete the files permanently from the Recycle folder:
+ Select them in the Recycle Bin window and delete them again
+ Use the Delete key or Delete Comman in the Context menu
18. Control Panel (học thuộc)
- It contains a utility programs and allows you to adjust your computer.
- The key functions for which you will use the Control Panel include:
+ Changing your Desktop background, color scheme or Screen resolution.
+ Setting the clock + Adding the computer to a network
+ Installing the new printer + Backing up your computer’s data
+ Setting up the security features
 Date/ Time:
- Your computer already have an internal clock and calendar.
- Allows the user to set the date and the time on computer’s clock.
- The computer clock is used to label files with the date and time they are created and modified.
 Display and Personalization:
- Your screen can be easily customized through the Display Icon.

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- Using right-click on the Desktop and choosing Appearance or Personalization.
 Screen Saver:
- It is a screen appeared after preset time period of no activity.
- Screen savers are very popular way of personalizing computers and recommended by most monitor
manufacturers.
 Display Settings (học thuộc)
- The place where you change or modify the resolution your monitor and the number of color displayed.
- The typical resolution: 640x480, 800x600, and 1024x768 (độ phân giải màn hình)
- Color resolution ranges from 16 to 32 bit.
 Mouse Pointers (users can choose another mouse pointers including animated ones)
 Printers
19. Keyboard Shortcuts (học kĩ bảng này)
There are variety of shortcuts allow you to perform common Windows without using mouse to click.
(bên file Abbreviation)

Chapter 12: Email

Email (electronic mail) involves the exchange of written messages sent over computer networks.
1. Email Accounts
- An email account allows you to connect to a network and the Internet.
- This is done through an ISP (Internet Service Provider)
- When you establish an account with an ISP, the ISP will provide you with the following:
+ Email address: includes your name and your nickname, followed by the @sign and an ISP .com (or) .net
+ POP server: this is the name of your incoming mail server (nơi nhận thư gửi đến)
+ SMTP server: this is the name of your outcoming mail server (dùng để chuyển thư ra ngoài cách đơn giản)
+ User name: the part of your name before the @ sign.
Example: ngonnguanhdk8@gmail.com => user name: ngonnguanhdk8
=> email address: ngonnguanhdk8@gmail.com
+ Password: this is the secret code you’ll use to keep your email private.
2. Passwords (pw)
- If your email password is all uppercase letters (chữ in hoa), press the SHIFT key while entering your pw.
- Never store your pw around your computer and should change your password often.
- The best passwords combine letters and numbers and are at least 6 characters in length.
- Never use your name, user name, telephone number, birth-date, social security number, or family names.
3. Email Programs
- Email can be accessed from a website, called Web mail.
- Using email software provided by your ISP.
- There are some most commonly used email programs: (nên đọc sơ qua)
+ Microsoft Outlook Express + IBM LotusLive Suite
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+ Microsoft Outlook + Macintosh Mail
+ Windows Mail + Google Mail (Gmail) => most popular
- All email programs have similar features for organizing mail, toolbars, a menu bar, a message list and a
message view window.
- There are some most commonly used toolbar/meny bar commands include:
+ New Message: to create a new message
+ Print: to print a paper copy of a message
+ Read: to view a message in a separate window
+ Reply: to reply a particular message
+ Repy to All: to reply to everyone copied on a previous message
+ Send and Receive – to send out mail you’ve written and receive new ones
+ Forward – to send an email you’ve received to someone else
+ Attachment – to send a computer file along with your email message
4. Managing Mail
5. Sending Attachments
- When you email a message to someone, you can send additional files along with your message as an
attachment.
- Reasons for Sending Attachments:
+ The recipent can use the attached file to add, edit, or make revisions
+ You need a document to arrive ready to print and distribute
+ The recipient needs the document immediately
+ You need to send a single document to many different recipients
+ The recipient is going to distribute the document to others
- Attachment Protocol for Recipients (follow file Abbreviation)
- Be careful with some file extensions which easily contain viruses, such as exe, vbs, com, drv, dll, bun, sys.
6. Hyperlinks in Email Message
Sending a file attachment => post the file on the Internet and send a link to the file within an email message.
7. Organizing Your Email
8. Email Address Book
9. Signature Files
- It is a small text file that can be added automatically at the end of your email messages.
- Signature files are created in ASCII text format (Chuẩn mã trao đổi thông tin Hoa Kỳ)
- The content include: name, title, company name, address, phone, company website, email address.
10. Returned Mail
11. Instant Messaging
There are a variety of instant messaging programs available, including:
- America Online Instant Messenger (AIM)
- Windows Live Messenger
- Yahoo Messenger

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12. Email Protocol for Administrative Assistants
- Addressing your email: know how to distinguish the CC field and the BCC field.
+ The CC field (Carbon Copies): bản sao nguyên văn được gửi cho hàng loạt email, người nhận có thể thấy
danh sách những người được nhận email đó, và người nhận không nhất thiết phải trả lời mail này.
+ The BCC field (Blind Carbon Copies): cũng y như CC, nhưng người nhận không thể thấy danh sách người
gửi sẽ gửi cho những ai, người nhận không cần thiết trả lời mail.
- Subject line (dạng gửi thư mà có tiêu đề nội dung thư)
- Body of the Message: (must remember)
+ Keep your messages short + Keep language gender-neutral
+ Use the active voice + Spell-check your messages
+ Avoid using all capital letter
- Emoticons (emotional icons): They should be avoided at work, especially in business letter.
- Sign-offs: Always end email with formal sign-off (Sincerely, Regards, Best wishes…)
- When to Respond to Emails:
+ Balance your workload between productive work and spending all day doing email.
+ Respond by the end of business day.
+ If a message is urgent, call on the phone.
- Handling Email Overload: just answer the most recent first, delete messages already read or responded.
- Rules of Forwarding Messages (học thuộc nha)
+ Don’t forward messages without permisson from the senders.
+ Make sure the message is appropriate + Never forward jokes and chain letters
+ Keep in mind that email is not private + Not necessary to reply it
- Appropriate email in business communications:
Directions, requests, information to be saved/copied, company-wide announcements.
- Inappropriate email in business communications:
+ Thank you notes + Job praise + Jokes
+ Long memos + Telling your boss you are sick + Flirting
+ Yes/No answers + Requests for raise, promotions, resignations + Gossip
+ Anything illegal or unethical

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Chapter 13 – Using the Internet

The Internet: + Representing a vast global resources

+ Allowing everyone to share information
+ Changing our perception of time and space
+ Linking computer networks
+ Businessman: check in with the home office from anywhere (or) email proposals instantaneously.
+ These networks spanning the globe and then connected to one another

1. The World Wide Web (www)

- Referring to as “the Web” => making up large percentage of total Internet traffic.
- Having a presence all of information on the web: company, university…
- Using the same underlying protocols + supplementing with technologies
=> making the Internet more accessible to computer users.
- WWW including: browser software, seach engines, HTML.
- The Web was introduced to the Internet as a text-only system:
+ Mosaic browser
+ Netscape Navigator + Internet Explorer => were faster, contained more features, were easily to acquired.
- Web documents include: text, graphic, video, sound => accessing to true multimedia documents
2. Connecting to the Internet
In order to connect to the Internet, you need: modem, network, wifi connection, browser software, ISP.
 Modems, Networks, and Wifi Connections
- A modem: a device that translates and transmits signals
+ Personal homes: use a cable or DSL => connect to the Internet
+ Businesses: use cable => computers connect to the network
- A wireless network router:
Connect the Internet for broadcasting a radio signal without a cable => Wifi Connection
 Browser Software
- Browser Software: used to read the documents available on the WWW.
- Browser Programs: read, interpret, present document.
- Some of most widely used Web Browsers: Internet Explorer, FireFox, GGChrome, Safari, CocCoc…
 ISPs (Internet Service Providers)
- ISPs are companies/organizations that provide access to the Internet.
- ISPs maintain several servers => providing high-speed access to the Internet.
- Speed: Standard phone line < ISDN line < The T1 line < The T3 line
- Fast Internet connections (broadband)
+ DSL --- a digital subscriber line service --- connect at high speed over a telephone line.
+ Cable modem --- a high-speed connection --- provided by a cable television company.
+ Satellite modem --- a high-speed connection --- provided by a satellite subscription service.
+ Wireless modem --- a high-speed connection --- use radio and cellular telephone signal.
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- Making your online activity user friendly and more interesting with some options:
Chat rooms, entertainment ideas, travel services, online catalogs for home shopping
3. HyperText Markup Language (HTML)
- The Web is based on the principle of hypertext (or called “nonlinear”)
- Links are embedded into a Web page through coding system called HTML.
- If people click a link, the Web makes connection to host computer + retrieves the document.
4. Web Pages and Websites
 Web page:
- It is a document (a word-processing document)
- Contains: text, graphics, sounds, animation, downloadable files, and hyperlinks
 Website:
- It is an organized group of Web pages.
- The first page that appears => the home page (contains links to other pages on the website)

 A Website is a collection of Web Pages.

 A Web Page is a smaller part of a larger of a larger Website.

 A Website (book) => Web Pages (chapters in that book)

5. Internet Addresses
- The browser find a particular document by employing an addressing method => URL
- Each page on the Web has its own URL.
- URL is easier to visualize how documents are found.
- Examples: http://www.videologies.com => http (hypertext transfer protocol)

=> the domain name consists of videologies.com

+ The first section (http): is the protocol => the type of Internet service the URL uses

+ The two slash marks (//) => the next section of the URL will be a domain name.

+ The last section of the URL – after the slash (/) => specifies a file located within that domain.

6. Using a Web Browser

Many of the features and functions of the Microsoft Explorer browser are the same (or) very close to those of
Google Chrome, Firefox, Safari. These following are the most often features:
+ Menu Bar + Toolbar
+ History List + Favorites
+ Help + Address box
+ Status bar
 The Menu Bar
- It is common to most Windows and Macintosh applications.
- It includes file, edit, view, go, bookmarks, tools, windows, help.

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 The Toolbar
- It includes buttons for the most common features.
- It can be customizable with features you use the most often.
- The default versions of the Toolbar:
+ Back --- to view the last WebPage you viewed
+ Forward --- to return to the original WebPage
+ Refresh --- to reload a WebPage to check for an update
+ Home --- to load the starting WebPage that opens whenever you start your browser
+ Search --- to access the browser’s Web search function
+ Favourites --- to access a website you have added to your list of favourite websites
+ History --- to access any of the WebPages you have viewed in the past
7. Bookmarks
8. Printing a WebPage
There are 02 ways to print a WebPage
- Click the PRINTER icon on the browser’s toolbar.
- Using Internet Explorer: Click the File Menu => click PRINT
9. Saving a WebPage
Click the File Menu => Click Save As (appear and allow to save it where you want)
10. Downloading and Uploading Files (học thuộc khái niệm)
- Downloading involves the transmission of a file from the Internet to your computer.
- Uploading transmits a file from your computer to another on the Internet.
11. Cookies (học thuộc)
- Data stored on the user’s computer by the web browser while browsing a web.
- Remember stateful information (or) record the user’s browsing activity.
- Used to remember pieces of information that the user previously entered into form fields.
12. Seach Tools
Search engines serve => Find pages on the Web based on keywords you provide
=> Crawling => Indexing => Retrieval
=> The most popular Search Engine: Google.com; Bing.com; Yahoo.com
13. Conducting a search => Searching within a site:
- Clearly identify the desired information.
- Think through the possible search terms.
- Remain focused in your search.
14. Error Messages
- Unable to Locate Server: receiving a message indicating not a situation.
- Page doesn’t exist: request isn’t valid URL.
- Server Busy or Unavailable: receiving an error message because there are too much traffic in the Internet.
15. Plug-Ins
16. Websites of Internet to Administrative Assistants (tham khảo trong sách page 185 – 187)

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Chapter 20 – Using Microsoft Word

- Word Processing can greatly improve your overall productivity

- Microsoft Word allows you: create documents, edit and format these documents, and print them.
- Other features: spelling checkers, style and grammar checkers, mail merge, store documents electronically.
1. Creating Documents
Click the File Tab => click NEW => Blank document is available in template => click CREATE
2. Editing Documents
- One of the best time-saving features => can make changes very easily without retyping the entire document
- Deleting: you can use a BACKSPACE key (or) DELETE key.
- Undo: press Ctrl + Z
- Cut and Paste: Ctrl + X (và) Ctrl + V
- Search and Replace: selecting the Find and Replace icon on the far right end of the Home Tab.
3. Formatting Documents
There are many ways to format a document:
- Margins and Tabs: clicking RULER on the View Tab.
- Line Spacing: selecting the Line and Paragraph Spacing icon on the Home Tab.
- Justification: is the way a block of text lines up on the page with the margins.
+ The text can be alighned flush with the left/right margin (Ctrl + R (right) và Ctrl + L (left))
+ Full justification (Ctrl + J), aligns the text flush with both the left and the right margin.
+ Adding spaces between the words of each line.
+ Centered justification: center titles or other text in the middle of a line. (Ctrl + E)
- Character Formatting: underline (Ctrl + U), italics (Ctrl + I), bold (Ctrl + B), font and font size.
- Page formatting: the page layout (top, bottom, left, right margins), header and footer, page numbers, the
date, the name of a document.
- Styles: select STYLES => SAVE THE SELECTION AS A NEW QUICK STYLE.
4. Printing Documents (Ctrl + P)
5. Saving and Loading Documents
6. Advanced Word Processing Features
- Speeling and Grammar Checker: looking for spelling errors automatically, located on the Review Tab.
- Macros:
+ help customize and shorten repetitive processes
+ selecting MACROS on the View Tab, and then select RECORD MACRO
7. Creating an Address List
A simple address list includes: names, addresses, phone numbers, and email addresses.
8. Creating and Printing Address Labels
When you use MW to create labels, you’ll have several choices:
- You can create an entire page of the same label
- You can create a page of unique labels
- You can create and print one single lable.
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- You can print mail-merge labels using an existing address list.
9. Printing Envelopes
There are several options for printing envelopes:
- You can access the envelop feature in Word and type in the address.
- You can highlight an address in a letter and print an envelope of the address.
- You can print multiple envelopes using the mail-merge feature and an existing address list.
10. Printing and Emailing Mail-Merge Letters (Trộn thư)
The mail-merge process consists of six steps:
- Select the type of document (in this case a form letter)
- Select the recipients (your address list)
- Insert fields from the recipient list into the letter
- Preview the document
- Merge the letter and the address list
- Print the customized mail-merge letters
11. Working with Templates
- Templates are sample documents available in Microsoft Word.
- Saving your time in creating commonly used business documents
- Some the most common templates:
+ Telephone message forms + Meeting agendas (ctrinh nghị sự)
+ Meeting minutes (biên bản cuộc họp) + Calendars
+ Resume (Curriculum vitae_lý lịch) + Fax cover sheets
+ Business letters + Memos
+ Status Reports + Invoices (lập hóa đơn)
+ Time sheets
12. Tracking Changes and Revisions in Documents
 Turning on the Tracking Function
1. Open the document to be reviewed
2. Click the Review Tab
3. In the Tracking group, click TRACK CHANGES
4. From the Track Changes menu, click TRACK CHANGES
 Accepting or Rejecting Tracked Revisions
- Follow these steps on section “turning on the tracking function”
- To accept the revision, click the ACCEPT button.
To accept all changes in the document at one time, select ACCEPT ALL CHANGES IN DOCUMENT
- To reject the change, click the REJECT button
To reject all changes in the document at one time, select REJECT ALL CHANGES IN DOCUMENT
 Inserting Comments in a Word Document
1. Select the text where you would like to insert the comment
2. Click the Review Tab

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3. In the Comments group, click NEW COMMENT
4. In the Comment box, type your comment
5. When you are finished, click anywhere outsideof the Comment box.
 Editing or Deleting Comments
1. Select the comment you want to edit/delete
2. In the Comment box, enter any changes
3. When finished, click anywhere outside
4. Delete a comment, select the cooment, and then on the Review Tab, click DELETE
13. Adding and Removing Draft Watermarks
To add a watermark to a document, follow these steps:
- Open the document
- Click the Page Layout Tab
- In the Page Background group, click WATERMARK
- From the Watermark submenu, select one of the watermark options.
To remove a watermark from a document, follow these steps:
+ Open the document
+ Click the Page Layout Tab
+ In the Page Background group, click WATERMARK
+ From the Watermark submenu, select REMOVE WATERMARK

Chapter 27 – The Business Letter

1. Appearance
- Business letters are more formal and personal than email. They are also more private.
- Letter writing occupies at least one-third of all office work.
- The letter must be neat (rõ ràng), symmetrical (đối xứng), mustn’t have any typographical (lỗi in),
grammatical, spelling errors.
- Its language shoul clearly and simply go to the heart of the matter discussed.
- Its language and appearance should also be within the conventions of the commercial world.
- Image in the business letter is very imporant, and many companies spend fortunes to have the image
instantly and consistently (kiên định)
2. Paragraphing
- When you close a letter, you should put the company’s name, his (her) signature with title below.
- Open punctuation (no marks at the end of each line outside the text of the letter)
- Closed punctuation (marks after the date line, each line of the
addressee’s name, after
signature)

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3. Parts of a Business Letter
The various part of a business letter include: (học thuộc)
 Date line --- two to six lines below the last line of the printed letterhead.
 Reference line --- a numerical file number, invoice number, policy number, order number should appear
on a new line below the date.
 Special mailing notations --- special notations such as “confidential” appears two lines below the date.
 Inside address --- include the addressee’s title and full name, business title, business name, full address.

 Attention line --- just in case the letter is not addressed to a specific person, skip one space after the inside
address and add “Attention: ______________.”
 Salutation (lời chào) --- one life after the attention line or the inside address [Dear…..]
 Subject line --- gives an overview of what the letter is about, put in place of a saulation or reference line.
 Message --- the body of your letter with paragraph breaks; optional indentations, bullet (or) number lists.
 Complimentary close --- appears two lines below the last line of the message.
 Signature block --- justified with options of typed name and title, signature, or just signature.
 Identification initials --- it appears left-justified two spaces below the signature block.
 Enclosure notation --- located with the identification initials.
 Copy notation --- left-justified two lines below identification initials with the notation: cc: [full name]
 Postscript --- two spaces below the last text on the page with a P.S and then a short sentence.
4. Beginning the Letter
 The Date Line
- The standard date line: near the body’s letter, ending at the right margin two spaces above the addressee’s
name, which is written flush with the left margin.
- The centered date line: placed two spaces below the letterhead.
- Examples:
+ This consists of the address of the writer and the date of letter: 1021 Guadalupe Street
Austin, Texas 78702
June 3, 2021
+ Never abbreviate (viết tắt) the name of the month or use figures for it (never add st, nd, rd, th….)
Wrong: Nov 11th, 2020 Right: November 11, 2020

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 The Inside Address
- Nếu tên đường quá dài thì để cái tên ít quan trọng đem xuống hàng thứ 2.
Student Union Building
Northwestern State Teachers College
Alva, Oklahoma 76021
- Nếu một cá nhân trong một công ty được đề cập, hãy hiển thị tên của cá nhân đó và không bao giờ viết tắt
một phần của tên công ty (Co., Inc., hoặc &)
Mrs. Judy Catherine Smith, President
San Francisco National Bank and
Mortgage Association
1220 Trinity Street
San Francisco, California 99001
 Titles
- Tên cá nhân nên được đặt trước một chức danh (Mr., Ms., Mrs., Miss, Dr., or Col)
- Được phép đặt tên viết tắt biểu thị bằng cấp (BA, BSc, Ph.D, Dr.) sau tên của người nhận địa chỉ.
Wrong: Dr. Judy C. Smith, Ph.D Right: Judy C. Smith, Ph.D
- Các chức danh được tôn trọng, như Queen, Rev (Reverend), thì nên đặt sau từ The. và chữ Mr thì bỏ qua.
Wrong: Mrs. Queen Elizabeth II Right: The Queen Elizabeth II
 Women and Men
- Miss --- is used for an unmarried woman
- Mrs. --- is used with her husband’s full name for a married woman or a widow (góa phụ)
(In case, if the woman divorce, use Mrs. Plus her own name, not her husband’s)
- Ms. --- is used in any of the above cases if the woman prefers it or you don’t know her marital status.
- Mr. --- a young man, a married man.
 Business Titles
- Business titles are never abbreviated (viết tắt)
Wrong: Mr. Mark Prin, Sr. Ed. Right: Mr. Mark Prin, Senior Editor
Ms. Kimmy Voltemas, Asst. Mgr. Ms. Kimmy Voltemas, Assistant Manager
- Khi bạn viết thư cho một người nắm giữ nhiều chức vụ trong một công ty, thì sử dụng chức danh cao nhất
của họ, trừ khi bạn đang trả lời một bức thư cụ thể do người đó ký tên.
- Khi bạn viết thư cho một bộ phận của công ty, thay vì cho một người trong công ty, thì đặt tên công ty ở
dòng đầu tiên và tên bộ phận ở dòng thứ hai.
MB’s Department Store
Finance Deparment
120 Trinity Mall
Trinity, Texas 70622
 Attention Line
- It is placed two spaces below the last line of the name and address of the addressee.
- If paragraphs are indented, the attention line is placed in the center of the page.
- The attention line is never used in a letter to an individual, used only in a letter having a plural addressee.
Johnson Smith Company, Inc.
1500 Main Street
Greenville, Texas 75401
Attention Mr. Horace Voltemas

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 Salutation (lời chào)
- It is typed two spaces below the addressee’s address (or) the attention line, flush with the left margin.
- In business letters, the salutation is followed by a colon (dấu hai chấm) My Dear Mrs. Voltemas:
- In personal letters, the salutation is followed by a comma (dấu phẩy) Dear Urassaya,
 Subject Line (tên tiêu đề của nội dung thư)
- The subject line can be centered (căn giữa), and flush with the left margin with the blocking paragraph.
- Don’t type “Re” or “Subject” before the subject line.
Silk Returned, Our Shipping Order 8899
5. Contents
- If you insert a picture frame, never too high, never too low, always with proper side margins.
- The body of the letter should be brief and straightforward.
- If the letter is too short, it may have a curt tone and may seem to slight the recipient.
- If the letter is too long, the recipient’s attention may wander after the first page, and he/she may not read
the letter in its entirety.
6. Closing the Letter
 Complimentary Close
- Opening: “Dear Sir” (or) “My Dear Sir” => Closing: “Yours truly” (or) “Very truly yours”
- Personal as well as a business relationship => Closing: “Sincerely” (or) “Sincerely yours”
 The Signature
- If the writer referred to we, us, ours, the company – not an individual in the company – is writing the letter
=> Typed name of the company under the complimentary close + the space for the writer’s signature
Very truly yours,
GRAM’s QUILT COMPANY

Evelyn Wauson, President

- If the writer referred to I, me, my, mine, this means that he/she – not the company – is writing the letter.
=> The writer’s name is typed with his/her title, deleting the company name entirely.
Very truly yours,

Evelyn Wauson, President

7. Routine Letters (nên coi sơ qua mẫu các loại thư này trong sách page 327 – 332)
- Appointments and Acknowledgments
- Reservations
- Follow Up
- Sample Model Letters
- Personal Letters

GOOD LUCK TO ALL MY FRIENDS!

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