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
Unit 2 Culture and entertainment
Briefing
1 Cross-cultural understanding (2)
2 Inviting, and accepting or declining
3 Eating out
Module 2 Telephoning
Unit 3 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 the telephone
3 Complaints
Module 3 Presentations
Unit 6 Planning and getting started
Briefing
1 Presentation technique and preparation
2 The audience
3 Structure (1) The introduction
Unit 7 Image, impact and making an
• • ImpreSSIOn
Briefing
1 Using visual aids: general principles
2 Talking about the content of visual aids
3 Describing change
• IV

Unit 8 The middle of the presentation
Briefing
1 Holding the audience's attention
2 Structure (2) The main body
3 Listing information
4 Linking ideas
5 Sequencing
Unit 9 The end is near ... this is the end
Briefing
1 Structure (3) The end
2 Summarising and concluding
3 Questions and discussion
Module 4 Meetings
Unit 10 Making meetings effective
Briefing
1 What makes a good meeting?
2 Chairing a meeting
3 Establishing the purpose of a meeting
Unit 11 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 Negotiations
Unit 13 Know what you want
Briefing
1 Types of negotiation
2 Preparation for a negotiation
3 Making an opening statement
Unit 14 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