1 Openings and closings 1
2 Introductions and address systems 12
3 Invitations 23
4 Thanking people and replying to thanks 34
5 Apologizing 46
6 Expressing anger and resolving conflict 56
7 Giving compliments and replying to compliments 66
8 Getting people s attention and interrupting 74
9 Agreeing and disagreeing 85
10 Controlling the conversation 94
11 Getting information 104