Telephone Call and Students

Only available on StudyMode
  • Download(s) : 5
  • Published : May 21, 2013
Open Document
Text Preview
(

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 Preparation for a negotiation 3 Making an opening statement

100 101 105
105

Module 3
Unit 6

Presentations
43 43 43 45

Unit 14

Getting what you can

Planning and getting started

Briefing 1 Presentation technique and preparation 2 The audience 3 Structure (1) The introduction

Briefing 1 Bargaining and making concessions 2 Accepting and confirming 3 Summarising and looking ahead

105 107 109
112 112

46
50 50 50
SI SS

Unit 15

Not getting what you don't want

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

Briefing 1 Types of negotiator 2 Dealing with conflict 3 Rejecting 4 Ending the negotiation

112
112

115
117 119

Optional case studies



I

• •

I I n

This second edition provides improvements to the overall design and appearance of the book as well as various small changes and updating of material. The most important content change is the introduction of more practice exercises in response to users' requests. See the paragraph Quick Communication Check below.

own suggestions based on their own experience, however limited. There is plenty of scope for eliciting students' ideas, impressions and opinions. Classes should be geared towards as much participation as possible. Everyone has experience of all five of the skill areas treated in the course, whether in English or in their own language.

Aims of the course
The course is intended as an opportunity for intermediate-level students to develop confidence and fluency in five key communication contexts: socialising, telephoning, presenting information, participating in meetings and handling negotiations. The course has twin aims: improving communication technique and developing and consolidating the target language appropriate to the above communication contexts. A further key aim is the development of effective learning strategies for...
tracking img