UNIT 1 INTRODUCING YOURSELF 1
GIVING NAME AND JOB TITLEGREETING PEOPLE TALKING ABOUT YOUR COMPANYUNIT 2 USING THE TELEPHONE 6
STARTING A TELEPHONE CONVERSATION GETTING THROUGHTAKING MESSAGESUNIT 3 MAKING APPOINTMENTS 11
ASKING FOR A MEETINGFIXING TIMES AND DATESGETTING PEOPLE TO DO THINGSUNIT 4 RECEIVING VISITORS 16
INTRODUCING A VISITOR TO YOUR COLLEAGUES MAKING SMALL TALKRESPONDING TO INVITATIONS SAYING WHAT YOU LIKEUNIT 9 EXPLAINING HOW SOMETHING WORKS 41
DESCRIBING PROCESSESGIVING INSTRUCTIONS EXPLAINING THE FEASIBILITY STUDYUNIT 10 RESCHEDULING PLANS AND ARRANGEMENTS 46
RESCHEDULING PLANSSUGGESTING CHANGES INTERRUPTING POLITELYUNIT 11 ANALYSING YOUR COMPETITORS 50
ASKING QUESTIONS ABOUT COMPETITORSDESCRIBING SIMILARITYEXPRESSING POSSIBILITYUNIT 12 BUSINESS LETTERS AND PRESENTING INFORMATION 55
PROPOSING SOLUTIONS TO PROBLEMSMAKING COMPARISONSUNDERSTANDING BUSINESS LETTERSORGANISING INFORMATION IN A LETTERUNIT 17 COMPARING PRODUCTS AND PRICES 76
TAKING PART IN A MEETINGEVALUATING NEW PRODUCTSCOMPARING PRODUCTS AND RETAILERSUNIT 18 NEGOTIATING PRICES 80
SAYING WHAT YOU WANTMAKING OFFERS RESPONDING TO OFFERSUNIT 5 DESCRIBING YOUR COMPANY'S PRODUCTS 21
MAKING A PRODUCT PRESENTATIONGIVING INFORMATION FROM DIAGRAMSGIVING OPINIONSUNIT 6 MAKING TRAVEL ARRANGEMENTS 26
MAKING AN AIRLINE RESERVATIONORDERING A TAXIHIRING A CARUNIT 7 STAYING AT A HOTEL 30
BOOKING INTO A HOTELORDERING A MEAL MAKING A COMPLAINTUNIT 8 SHOWING VISITORS AROUND THE COMPANY 35
SHOWING VISITORS AROUNDDESCRIBING CONFERENCE FACILITIESDESCRIBING RESEARCH FACILITIESCHECKING FACTSUNIT 13 TRAVELLING ON BUSINESS 59
CHECKING IN ATTHE AIRPORTFOLLOWING DIRECTIONSCHECKING OUT OF A HOTELUNIT 14 PRESENTING A NEW PRODUCT 64
MAKING A FORMAL PRESENTATIONDESCRIBING A NEW PRODUCTASKING ABOUT DETAILSUNIT 15 ENTERTAINING VISITORS 68
INVITINGTHANKINGMAKING SMALL TALKUNIT 16 COMPLAINING ABOUT PRODUCTS AND SERVICES 72
DESCRIBING PROBLEMSDEMANDING ACTION PROMISING TO DO SOMETHINGUNIT 19 NEGOTIATING DELIVERY 85
DISCUSSING POSSIBLE DELIVERY DATESGETTING PEOPLE TO DO THINGSMAKING COUNTER-PROPOSALSSTARTING AND ENDING MEETINGSUNIT 20 CONCLUDING A DEAL 90
REACHING AGREEMENTSUMMARISING WHAT YOU HAVE DONECONCLUDING A NEGOTIATIONANSWER KEY 96
VIDEOSRIPT 104
AUDIOSRIPT 133
GLOSSARY 161