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Unit 1 Reception
Learning Objectives
Snapshot
A£® Making Reservations
B£® Making Introductions
C£® Starting and Encouraging Small Talk
D£® Inviting
E£® Entertaining Visitors
Assessment

Unit 2 Telephone Calls
Learning Objectives
Snapshot
A£® Preparation for a Call
B£® The Beginning of a Call
C£® The Middle of a Call
D£® The End of a Call
E£® Leaving and Taking Messages
Assessment

Unit 3 Meetings
Learning Objectives
Snapshot
A£® Preparing for a Meeting
B£® Opening a Meeting
C£® Attending a Meeting
D£® Ending a Meeting
Assessment

Unit4 Oral Presentation
Learning Objectives
Snapshot
A£® Preparation
B£® Introduction of Presentation
C£® Body of Presentation
D£® End of Presentation
E£® Using Visual Aids
Assessment

Unit 5 Negotiations
Learning Objectives
Snapshot
A£® Preparing for Negotiations
B£® Opening a Negotiation
C£® Managing Conflict
D£® Bargaining and Making Concessions
E£® Closing a Negotiation
Assessment

Unit 6 Complaints
Learning Objectives
Snapshot
A£® Preparing for Making a Complaint
B£® Making a Complaint
C£® Receiving a Complaint
D£® Resolving a Complaint
Assessment

Unit7 Employment Communication
Learning Objectives
Snapshot
A£® Analyzing Yourself
B£® Analyzing Job Advertisements
C£® Interviews
Assessment

Unit8 NonverbaICommunication
Learning Objectives
Snapshot
A£® Facial Expressions
B£® Gestures
C£® Postures
D£® Space
E£® Voice Quality
Assessment 1
Assessment 2

Appendix I
Appendix II
Appendix III
Appendix IV