目录：

INTRODUCTION page 4

PERSON TO PERSON page 19

1 Pleased to meet you!

Meeting people for the first time

2 What do you do?

Finding out about work routines

3 Around the world

Being sensitive to other people’s customs,

culture and behaviour

4 Could you please . . . ?

Offering to help Making requests

Asking permission

5 I’m sorry, could you say that again?

Dealing with communication difficulties

PHONE CALLS page 35

6 Hello, how may I help you?

Answering the phone

Making a good impression on the phone

7 Hold on, I just need to make a note

Understanding numbers and details

Making notes Checking your notes

8 Is everything clear?

Taking long messages Leaving messages

9 I’m calling because . . .

Preparing to make a phone call

Making different kinds of calls

10 I’m terribly sorry

Dealing with problems on the phone

WRITING page 47

11 Layout and content

Good layout and style in letters and faxes

12 You’ve got mail

Sending and receiving e-mail messages

13 Get it right!

Checking your spelling

Correcting your punctuation

14 Keep it simple and make it clear

Writing simple sentences

Writing short reports on meetings and phone calls

15 In reply to your . . .

Replying to letters, faxes and e-mails

16 I am sorry to inform you that . . .

Sorting out problems

EXCHANGING INFORMATION page 63

17 Can I ask some questions?

Asking questions and giving answers

Speaking politely

18 I’d like some more details . . .

Asking about details, specifications, numbers

and prices

19 Could you tell me more . . . ?

Asking follow-up questions

Answering difficult questions

20 When can we meet?

Arranging appointments and meetings

21 Avoiding misunderstandings

Dealing with cultural differences

22 Thank you for your order . . .

Dealing with problems with orders

MEETINGS page 75

23 What are your views?

Different kinds of meetings

Discussing ideas and exchanging opinions

24 Thank you for coming!

Participating in one-to-one meetings

25 The first item on the agenda is . . .

Working with an agenda

Taking part in larger meetings with a chairperson

26 We need to come to an agreement

Taking part in negotiations

27 When does ‘Yes’ mean ‘Yes’?

Different styles of negotiating

28 We need to meet . . .

Simulating a series of meetings

ENTERTAINING VISITORS page 88

29 Make yourself at home!

Receiving visitors

Making people feel at home

Giving and receiving gifts

30 What shall we talk about?

Small talk Socializing

Building professional relationships

31 Would you like to join me for dinner?

Deciding where to eat

Table manners in different countries

32 How do I get there?

Explaining routes

Suggesting free time activities

33 Do you have a room available?

Arranging hotel accommodation

Staying in a business hotel

34 When things go wrong . . .

Dealing with travel and accommodation problems

Advising people what to do

EXPLAINING AND PRESENTING page 101

35 About the company . . .

Explaining the history and structure of a company

36 Let me demonstrate . . .

Explaining what to do

Showing people how to do things

37 How does it work?

Describing processes and procedures

38 Features and benefits!

Marketing and advertising Sales talk

39 Giving presentations

Preparing and giving a presentation

40 A great new product!

Product development Giving a presentation

The Working in English Video page 115

Including photocopiable Video worksheets page 137