Introduction
Module 1 Culturaldiversity and socializing
Unit 1 Building a relationship
Overview
Cross-cultural understanding (1)
Welcoming visitors
Small talk: keeping the conversation going
Unit 2 Culture and entertainment
Overview
Cross-cultural understanding (2)
Inviting, and accepting or declining
Eating out
Module2 Using the telephone
Unit 3 Could I leave a message？
Overview
Preparing to make a telephone call
Receiving calls
Taking and leaving messages
Asking for and giving repetition
The secretarial barrier
Unit 4 Good to hear from you again！
Overview
Cross-cultural communication on the telephone (1)
Setting up appointments
Changing appointments
Ending a call
Unit 5 Unfortunately there's a problem
Overview
Cross-cultural communication on the telephone (2)
Problem solving on the telephone
Complaints
Module 3 Presentations
Unit 6 Planning and getting started
Overview
Presentation technique and preparation
The audience
Structure (I) The introduction
Unit 7 Image, impact and making an impression
Overview
Using visual aids: general principles
Talking about the content of visual aids
Describing change
Unit 8 The middle of the presentation
Overview
Holding the audience's attention
Structure (2) The main body
Listing information
Linking ideas
Sequencing
Unit 9 The end is near..,this is the end
Overview
Structure (3) The end
Summarizing and concluding
Questions and discussion
Module 4 Meetings
Unit 10 Making meetings effective
Overview
What makes a good meeting？
Chairing a meeting
Establishing the purpose of a meeting
Unit 11 Sorry to interrupt, but
Overview
The structure of decision making
Stating and asking for opinion
Interrupting and handling interruptions
Unit 12 What do you mean by...？
Overview
Asking for and giving clarification
Delaying decisions
Ending the meeting
Module 5 Negotiations
Unit 13 Know what you want
Overview
Types of negotiation
Preparation for a negotiation
Making an opening statement
Unit 14 Getting what you can
Overview
Bargaining and making concessions
Accepting and confirming
Summarizing and looking ahead
Unit 15 Not getting what you don't want
Overview
Types of negotiator
Dealing with conflict
Rejecting
Ending the negotiation
Optional case studies
