Telephone Call and Students

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Introduction 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

IV

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Unit 8

The middle of the presentation

1 1 1
4 6 10 10 10 11
16

Briefing 1 Holding the audience's attention 2 Structure (2) The main body 3 Listing information 4 Linking ideas 5 Sequencing

5R 58 58 59 59
61 62

Unit 9

The end is near ... this is the end

Unit 2

Culture and entertainment

Briefing 1 Cross-cultural understanding (2) 2 Inviting, and accepting or declining 3 Eating out

Briefing 1 Structure (3) The end 2 Summarising and concluding 3 Questions and discussion

65 65 65 66 6R

Module 4
Unit 10

Meetings
74 74 74 76
7R
83 83 83

Making meetings effective

Module 2
Unit 3

Telephoning
]8

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

18 18 19 20
23 24
27 27 27
29

Briefing 1 What makes a good meeting? 2 Chairing a meeting 3 Establishing the purpose of a meeting

Unit 11

Sorry to interrupt, but ...

Unit 4

Good to hear from you again!

Briefing 1 The structure of decision-making 2 Stating and asking for opinion 3 Interrupting and handling interruptions

84
86

Briefing 1 Cross-cultural communication on the telephone (1) 2 Setting up appointments 3 Changing arrangements 4 Ending a call

Unit 12

What do you mean by ... ?

32 33
36 36 36 36 38

Briefing 1 Asking for and giving clarification 2 Delaying decisions 3 Ending the meeting

91 9]

91
93

94

Unit 5

Unfortunately there's a problem ...

Module 5
Unit 13

Negotiations
98 98 98

Briefing 1 Cross-cultural communication on the telephone (2) 2 Problem-solving on th e telephone 3 Complaints

Know what you want

Briefing 1 Types of negotiation 2