Introduction 1
1 Face to face 3
2 Letters，telexes and memos 11
3 On the phone 23
4 Reports and summaries 31
5 The place of work 42
6 Import and export 55
7 Money matters 70
8 Delivery and after-sales 87
9 Visits and travel 99
10 Marketing and sales 120
11 Meetings 137
12 Operations and processes 146
13 A new job 163
14 Working together 177
15 A special project 190
Files 195
Acknowledgements 236