|
UNIT 1 / PERSON TO PERSON: Dealing with clients in face-to-face situations
1.-Pleased to meet you: Meeting people for the first time.
2.-What do you do?: Finding about work routines.
3.-Around the world: Being sensitive to other people's customs and culture.
4.-Could you please...?: Offering to help, making requests, asking for permission.
5.-I'm sorry, could you say that again?: Dealing with communication difficulties.
UNIT 2 / PHONE CALLS: Using the telephone with clients and co-workers
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 phone calls.
10.-I'm terribly sorry: Dealing with problems on the phone.
UNIT 3 / WRITING: Writing and replying to letters, e-mails, faxes and memos.
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 and 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.
UNIT 4 / EXCHANGING INFORMATION: Asking and answering questions.
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.
UNIT 5 / MEETINGS: Taking part in meetings.
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 the 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
UNIT 6 / ENTERTAINING VISITORS: Socializing and looking after foreign colleagues and clients.
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.
UNIT 7 / EXPLAINING AN PRESENTING: Explaining processes and procedures, delivering a presentation.
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 advertising, sales talk
39.-Giving presentations: Preparing and giving a presentation.
40.-A great new product: Product development, giving a presentation. |
