Module 1 Cultural diversity and socialising

Unit 1 Building a relationship

1 Cross-cultural understanding（1）

2 Welcoming visitors

3 Small talk：keeping the conversation going

Unit 2 Culture and entertainment

1 Cross-cultural understanding（2）

2 Inviting,and accepting or declining

3 Eating out

Module 2 Telephoning

Unit 3 Could I leave a message?

1 Preparing to make a telephone call

2 Receiving calls

3 Taking and leaving messages

4 Asking for and giving repetition

5 The secretarial barrier

Unit 4 Good to hear from you again!

1 Cross-cultural communication on the telephone（1）

2 Setting up appointments

3 Changing arrangements

4 Ending a call

Unit 5 Unfortunately there's a problem

1 Cross-cultural communication on the telephone（2）

2 Problem-solving on the telephone

3 Complaints

Module 3 Presentations

Unit 6 Planning and getting started

1 Presentation technique and preparation

2 The audience

3 Structure（1）：The introduction

Unit 7 Image,impact and making an impression

1 Using visual aids：general principles

2 Talking about the content of visual aids

3 Describing change

Unit 8 The middle of the presentation

1 Holding the audience's attention

2 Structure（2）：The main body

3 Listing information

4 Linking ideas

5 Sequencing

Unit 9 The end is near...this is the end

1 Structure（3）：The end

2 Summarising and concluding

3 Questions and discussion

Module 4 Meetings

Unit 10 Making meetings effective

1 What makes a good meeting?

2 Chairing a meeting

3 Establishing the purpose of a meeting

Unit 11 Sorry to interrupt,but

1 The structure of decision-making

2 Stating and asking for opinion

3 Interrupting and handling interruptions

Unit 12 What do you mean by...?

1 Asking for and giving clarification

2 Delaying decisions

3 Ending the meeting

Module 5 Negotiations

Unit 13 Know what you want

1 Types of negotiation

2 Preparation for a negotiation

3 Making an opening statement

Unit 14 Getting what you can

1 Bargaining and making concessions

2 Accepting and confirming

3 Summarising and looking ahead

Unit 15 Not getting what you don't want

1 Types of negotiator

2 Dealing with conflict

3 Rejecting

4 Ending the negotiation

Appendices

1 File cards 1A to 17 A

2 File cards 1B to 17 B

3 File cards 18 to 31

4 Answer key and tapescript