Contents 1
Introduction 1
1 Face to face 4
2 Letters,telexes and memos 8
3 On the phone 16
4 Reports and summaries 22
5 The place of work 31
6 Import and export 38
7 Money matters 49
8 Delivery and after-sales 57
9 Visits and travel 65
10 Marketing and sales 75
11 Meetings 81
12 Operations and processes 90
13 A new job 97
14 Working together 107
15 Revision 114
Answer key 130
Acknowledgements 172