Introduction iv
Module 1 Cultural diversity
and socializing
Unit 1 Building a relationship 1
Overview 1
Cross-cultural understanding (1) 1
Welcoming visitors 4
Small talk: keeping the conversation going 6
Unit 2 Culture and entertainment 10
Overview 10
Cross-cultural understanding (2) 10
Inviting, and accepting or declining 11
Eating out 17
Module 2 Using the telephone
Unit 3 Could I leave a message? 19
Overview 19
Preparing to make a telephone call 19
Receiving calls 20
Taking and leaving messages 21
Asking for and giving repetition 24
The secretarial barrier 25
Unit 4 Good to hear from you again! 28
Overview 28
Cross-cultural communication on the
telephone (1) 28
Setting up appointments 29
Changing appointments 32
Ending a call 33
Unit 5 Unfortunately there’s a problem … 37
Overview 37
Cross-cultural communication on the
telephone (2) 37
Problem solving on the telephone 37
Complaints 39
Module 3 Presentations
Unit 6 Planning and getting started 44
Overview 44
Presentation technique and preparation 44
The audience 46
Structure (1) The introduction 47
Unit 7 Image, impact and making an
impression 51
Overview 51
Using visual aids: general principles 51
Talking about the content of visual aids 52
Describing change 56
Unit 8 The middle of the presentation 59
Overview 59
Holding the audience’s attention 59
Structure (2) The main body 60
Listing information 60
Linking ideas 62
Sequencing 63
Unit 9 The end is near … this is the end 66
Overview 66
Structure (3) The end 66
Summarizing and concluding 67
Questions and discussion 68
Module 4 Meetings
Unit 10 Making meetings effective 75
Overview 75
What makes a good meeting? 75
Chairing a meeting 77
Establishing the purpose of a meeting 79
Unit 11 Sorry to interrupt, but … 84
Overview 84
The structure of decision making 84
Stating and asking for opinion 85
Interrupting and handling interruptions 86
Unit 12 What do you mean by … ? 92
Overview 92
Asking for and giving clarification 92
Delaying decisions 94
Ending the meeting 95
Module 5 Negotiations
Unit 13 Know what you want 99
Overview 99
Types of negotiation 100
Preparation for a negotiation 101
Making an opening statement 103
Unit 14 Getting what you can 106
Overview 106
Bargaining and making concessions 106
Accepting and confirming 108
Summarizing and looking ahead 110
Unit 15 Not getting what you don’t want 113
Overview 113
Types of negotiator 113
Dealing with conflict 113
Rejecting 116
Ending the negotiation 118
Optional case studies 120
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