Telephone Call and Students
(
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
•
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
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
•
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