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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