Introduction iv

Module 1 Cultural diversity

and socializing

Unit 1 Building a relationship 1

Overview 1

Cross-cultural understanding (1) 1

Welcoming visitors 4

Small talk: keeping the conversation going 6

Unit 2 Culture and entertainment 10

Overview 10

Cross-cultural understanding (2) 10

Inviting, and accepting or declining 11

Eating out 17

Module 2 Using the telephone

Unit 3 Could I leave a message? 19

Overview 19

Preparing to make a telephone call 19

Receiving calls 20

Taking and leaving messages 21

Asking for and giving repetition 24

The secretarial barrier 25

Unit 4 Good to hear from you again! 28

Overview 28

Cross-cultural communication on the

telephone (1) 28

Setting up appointments 29

Changing appointments 32

Ending a call 33

Unit 5 Unfortunately there��s a problem �� 37

Overview 37

Cross-cultural communication on the

telephone (2) 37

Problem solving on the telephone 37

Complaints 39

Module 3 Presentations

Unit 6 Planning and getting started 44

Overview 44

Presentation technique and preparation 44

The audience 46

Structure (1) The introduction 47

Unit 7 Image, impact and making an

impression 51

Overview 51

Using visual aids: general principles 51

Talking about the content of visual aids 52

Describing change 56

Unit 8 The middle of the presentation 59

Overview 59

Holding the audience��s attention 59

Structure (2) The main body 60

Listing information 60

Linking ideas 62

Sequencing 63

Unit 9 The end is near �� this is the end 66

Overview 66

Structure (3) The end 66

Summarizing and concluding 67

Questions and discussion 68

Module 4 Meetings

Unit 10 Making meetings effective 75

Overview 75

What makes a good meeting? 75

Chairing a meeting 77

Establishing the purpose of a meeting 79

Unit 11 Sorry to interrupt, but �� 84

Overview 84

The structure of decision making 84

Stating and asking for opinion 85

Interrupting and handling interruptions 86

Unit 12 What do you mean by �� ? 92

Overview 92

Asking for and giving clarification 92

Delaying decisions 94

Ending the meeting 95

Module 5 Negotiations

Unit 13 Know what you want 99

Overview 99

Types of negotiation 100

Preparation for a negotiation 101

Making an opening statement 103

Unit 14 Getting what you can 106

Overview 106

Bargaining and making concessions 106

Accepting and confirming 108

Summarizing and looking ahead 110

Unit 15 Not getting what you don��t want 113

Overview 113

Types of negotiator 113

Dealing with conflict 113

Rejecting 116

Ending the negotiation 118

Optional case studies 120