Communicating In Business Teacher's Book, 2nd Edition

( Introduction • IV Module 1 Cultural diversity and socialising Unit 1 Building a relationship Briefing 1 Cross-cultural understanding ( I ) 2 Welcoming visitors 3 Small talk: keeping the conversation going Unit 2 Culture and entertainment Briefing 1 Cross-cultural understanding (2) 2 Inviting, and accepting or declining 3 Eating out 1 1 1 4 6 10 10 10 11 16 Unit 8 Briefing 1 Holding the audience's attention 2 Structure (2) The main body 3 Listing information 4 Linking ideas 5 Sequencing Unit 9 Unit 3 Telephoning Could I leave a message? Briefing 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! Briefing 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 ... Briefing 1 Cross-cultural communication on the telephone (2) 2 Problem-solving on th e telephone 3 Complaints Module 3 Unit 6 18 18 19 20 23 24 27 27 27 29 32 33 36 36 36 36 38 Presentations Planning and getting started Briefing 1 Presentation technique and preparation 2 The audience 3 Structure (1) The introduction Unit 7 ]8 Image, impact and making an • • ImpreSSIOn Briefing 1 Using visual aids: general principles 2 Talking about the content of visual aids 3 Describing change 43 43 43 45 46 50 50 50 SI SS The end is near ... this is the end Briefing 1 Structure (3) The end 2 Summarising and concluding 3 Questions and discussion Module 4 Unit 10 Module 2 The middle of the presentation Making meetings effective Sorry to interrupt, but ... Briefing 1 The structure of decision-making 2 Stating and asking for opinion 3 Interrupting and handling interruptions Unit 12 What do you mean by ... ? Briefing 1 Asking for and giving clarification 2 Delaying decisions 3 Ending the meeting Module 5 Unit 13 61 62 65 65 65 66 6R Meetings Briefing 1 What makes a good meeting? 2 Chairing a meeting 3 Establishing the purpose of a meeting Unit 11 5R 58 58 59 59 74 74 74 76 7R 83 83 83 84 86 91 9] 91 93 94 Negotiations Know what you want 98 98 98 Briefing 1 Types of negotiation 2 Preparation for a negotiation 3 Making an opening statement 100 101 Unit 14 105 Getting what you can Briefing 1 Bargaining and making concessions 2 Accepting and confirming 3 Summarising and looking ahead Unit 15 Not getting what you don't want Briefing 1 Types of negotiator 2 Dealing with conflict 3 Rejecting 4 Ending the negotiation Optional case studies 105 105 107 109 112 112 112 112 115 117 119 • • •