Introduction 1
Contents 4
Thanks 4
1 Face to face 22
2 Letters,telexes and memos 43
3 On the phone 58
4 Reports and summaries 75
5 The place of work 99
6 Import and export 120
7 Money matters 136
8 Delivery and after-sales 162
9 Visits and travel 181
10 Marketing and sales 204
11 Meetings 221
12 Operations and processes 232
13 A new job 252
14 Working together 267
15 A special project 284
Acknowledgements 313