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Introduction to the Second Edition iv

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Module 1 Cultural diversity

and socializing

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Unit 1 Building a relationship 6

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1 Cross-cultural understanding (1) 6

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2 Welcoming visitors 8

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3 Small talk: keeping the conversation going 10

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Unit 2 Culture and entertainment 14

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1 Cross-cultural understanding (2) 14

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2 Inviting, and accepting or declining 15

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3 Eating out 19

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Module 2 Using the telephone

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Unit 3 Could I leave a message? 24

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1 Preparing to make a telephone call 24

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2 Receiving calls 25

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3 Taking and leaving messages 26

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4 Asking for and giving repetition 28

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5 The secretarial barrier 29

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Unit 4 Good to hear from you again! 34

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1 Cross-cultural communication on the

telephone (1) 34

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2 Setting up appointments 37

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3 Changing appointments 40

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4 Ending a call 41

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Unit 5 Unfortunately there¡¯s a problem ¡­ 45

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1 Cross-cultural communication on the

telephone (2) 45

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2 Problem solving on the telephone 46

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3 Complaints 48

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Module 3 Presentations

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Unit 6 Planning and getting started 55

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1 Presentation technique and preparation 55

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2 The audience 58

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3 Structure (1) The introduction 59

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Unit 7 Image, impact and making an

impression 64

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1 Using visual aids: general principles 64

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2 Talking about the content of visual aids 66

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3 Describing change 70

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Unit 8 The middle of the presentation 76

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1 Holding the audience¡¯s attention 76

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2 Structure (2) The main body 78

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3 Listing information 78

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4 Linking ideas 80

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5 Sequencing 82

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Unit 9 The end is near ¡­ this is the end 87

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1 Structure (3) The end 87

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2 Summarizing and concluding 88

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3 Questions and discussion 89

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Module 4 Meetings

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Unit 10 Making meetings effective 97

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1 What makes a good meeting? 97

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2 Chairing a meeting 98

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3 Establishing the purpose of a meeting 99

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Unit 11 Sorry to interrupt, but ¡­ 103

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1 The structure of decision making 103

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2 Stating and asking for opinion 105

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3 Interrupting and handling interruptions 107

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Unit 12 What do you mean by ¡­ ? 113

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1 Asking for and giving clarification 113

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2 Delaying decisions 114

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3 Ending the meeting 116

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Module 5 Negotiations

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Unit 13 Know what you want 124

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1 Types of negotiation 124

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2 Preparation for a negotiation 125

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3 Making an opening statement 127

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Unit 14 Getting what you can 132

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1 Bargaining and making concessions 132

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2 Accepting and confirming 135

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3 Summarizing and looking ahead 137

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Unit 15 Not getting what you don¡¯t want 142

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1 Types of negotiator 142

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2 Dealing with conflict 144

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3 Rejecting 146

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4 Ending the negotiation 149

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File cards 1A to 19A 154

File cards 1B to 19B 162

File cards 20 to 33 171