Module 1 Cultural diversity and socialising 6
Unit 1 Building a relationship 6
1 Cross-cultural understanding（1） 6
2 Welcoming visitors 8
3 Small talk：keeping the conversation going 10
Unit 2 Culture and entertainment 14
1 Cross-cultural understanding（2） 14
2 Inviting,and accepting or declining 15
3 Eating out 19
Module 2 Telephoning 24
Unit 3 Could I leave a message? 24
1 Preparing to make a telephone call 24
2 Receiving calls 25
3 Taking and leaving messages 26
4 Asking for and giving repetition 28
5 The secretarial barrier 29
Unit 4 Good to hear from you again! 34
1 Cross-cultural communication on the telephone（1） 34
2 Setting up appointments 37
3 Changing arrangements 40
4 Ending a call 42
Unit 5 Unfortunately there's a problem 45
1 Cross-cultural communication on the telephone（2） 45
2 Problem-solving on the telephone 46
3 Complaints 48
Module 3 Presentations 55
Unit 6 Planning and getting started 55
1 Presentation technique and preparation 55
2 The audience 58
3 Structure（1）：The introduction 59
Unit 7 Image,impact and making an impression 64
1 Using visual aids：general principles 64
2 Talking about the content of visual aids 66
3 Describing change 70
Unit 8 The middle of the presentation 76
1 Holding the audience's attention 76
2 Structure（2）：The main body 78
3 Listing information 78
4 Linking ideas 80
5 Sequencing 82
Unit 9 The end is near...this is the end 86
1 Structure（3）：The end 86
2 Summarising and concluding 87
3 Questions and discussion 88
Module 4 Meetings 96
Unit 10 Making meetings effective 96
1 What makes a good meeting? 96
2 Chairing a meeting 97
3 Establishing the purpose of a meeting 99
Unit 11 Sorry to interrupt,but 103
1 The structure of decision-making 103
2 Stating and asking for opinion 104
3 Interrupting and handling interruptions 106
Unit 12 What do you mean by...? 113
1 Asking for and giving clarification 113
2 Delaying decisions 114
3 Ending the meeting 116
Module 5 Negotiations 124
Unit 13 Know what you want 124
1 Types of negotiation 124
2 Preparation for a negotiation 125
3 Making an opening statement 127
Unit 14 Getting what you can 132
1 Bargaining and making concessions 132
2 Accepting and confirming 135
3 Summarising and looking ahead 137
Unit 15 Not getting what you don't want 142
1 Types of negotiator 142
2 Dealing with conflict 144
3 Rejecting 146
4 Ending the negotiation 149
Appendices 155
1 File cards 1A to 17 A 155
2 File cards 1B to 17 B 162
3 File cards 18 to 31 169
4 Answer key and tapescript 173