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AcknowledgementsIntroductionHuman resources¡¡Unit 1: Staff development and trainif¡¡Unit 2: Job descriptions and job satisfaction¡¡Unit 3: Letters of enquiry and applications¡¡Unit 4: Telephone skills¡¡Unit 5: Promotional activities and branding¡¡Unit 6: New product development¡¡Unit 7: A stand at a trade fair¡¡Unit 8: Establishing relationships and negotiatingStarting new business activities¡¡Unit 9: Going it alone¡¡Unit 10: Financing the start-up¡¡Unit 11: Starting up in a new location¡¡Unit 12: Presenting your business ideaBusiness travel¡¡Unit 13: Business hotels and sales conferences¡¡Unit 14: Business conferencesExam reference and ¡¡Unit notes¡¡Unit 15: Reports¡¡Unit 16: Business meetingsNew technologies, innovation and change¡¡Unit 17: New technologies and change¡¡Unit 18: Using the Internet¡¡Unit 19: A staff survey¡¡Unit 20: Offshoring and outsourcing¡¡Unit 21: Customer loyalty¡¡Unit 22: Communication with custot¡¡Unit 23: Corresponding with custom¡¡Unit 24: A business seminarExam skills and Exam practiceAnswer keyTranscriptsAppendix: The Common European Framework