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Unit 1 Introducing Yourself 2

GIVING NAME AND JOB TITLEGREETING PEOPLETALKING ABOUT YOUR COMPANYUnit 2 Using the Telephone 8

STARTING A TELEPHONE CONVERSATIONGETTING THROUGHTAKING MESSAGESUnit 3 Making Appointments 14

ASKING FOR A MEETINGFIXING TIMES AND DATESGETTING PEOPLE TO DO THINGSUnit 4 Receiving Visitors 21

INTRODUCING A VISITORSMALL TALKRESPONDING TO INVITATIONSSAYING WHAT YOU LIKEUnit 5 Describing Your Company's Products 27

MAKING A PRODUCT PRESENTATIONGIVING INFORMATION FROM DIAGRAMSOPINIONSUnit 6 Making Travel Arrangements 33

MAKING AN AIRLINE RESERVATIONORDERING A TAXIHIRING A CARUnit 7 Staying at a Hotel 40

BOOKING INTO A HOTELORDERING A MEALMAKING A COMPLAINTUnit 8 Showing Visitors Around the Company 45

SHOWING VISITORS AROUNDDESCRIBING CONFERENCE FACILITIESDESCRIBING RESEARCH FACILITIESUnit 9 Explaining How Something Works 52

DESCRIBING PROCESSESGIVING INSTRUCTIONSEXPLAINING THE FEASIBILITY STUDYUnit 10 Rescheduling Plans and Arrangements 58

RESCHEDULING PLANSSUGGESTING CHANGESINTERRUPTING POLITELYUnit 11 Analysing Your Competitors 65

ASKING QUESTIONS ABOUT COMPETITORSDESCRIBING SIMILARITYEXPRESSING POSSIBILITYUnit 12 Business Letters and Presenting Information 72

PROPOSING SOLUTIONS TO PROBLEMSMAKING COMPARISONSUNDERSTANDING BUSINESS LETTERSORGANISING INFORMATION IN A LETTERUnit 13 Travelling on Business 77

CHECKING IN AT THE AIRPORTFOLLOWING DIRECTIONSCHECKING OUT OF A HOTELUnit 14 Presenting a New Product 84

MAKING A FORMAL PRESENTATIONDESCRIBING A NEW PRODUCTASKING ABOUT DETAILSUnit 15 Entertaining Visitors 90

INVITINGTHANKINGMAKING SMALL TALKUnit 16 Complaining About Products and Services 97

DESCRIBING PROBLEMSDEMANDING ACTIONPROMISING TO DO SOMETHINGUnit 17 Comparing Products and Prices 105

TAKING PART IN A MEETINGEVALUATING NEW PRODUCTSCOMPARING PRODUCTS AND RETAILERSUnit 18 Negotiating Prices 110

SAYING WHAT YOU WANTMAKING OFFERSRESPONDING TO OFFERSUnit 19 Negotiating Delivery 117

DISCUSSING POSSIBLE DELIVERY DATESGETTING PEOPLE TO DO THINGSMAKING COUNTER-PROPOSALS STARTING AND ENDING MEETINGSUnit 20 Concluding a Deal 124

REACHING AGREEMENTSUMMARISING WHAT YOU HAVE DONECONCLUDING A NEGOTIATIONANSWER KEY 130

STUDY GUIDE 140

TEACHER'S GUIDE 196