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ЗМІСТ

Chapter 1 Business communication skills…………………………...4
Unit 1 Cross-cultural understanding……………………………….....5
Unit 2 Welcoming visitors…………………………………………..12
Unit 3 Culture and entertainment……………………………………19
Unit 4 Eating out…………………………………………………….23
Chapter 2 Using the telephone……………………………………...33
Unit 1 Cross-cultural communication on the telephone……………..34
Unit 2 Taking and leaving messages………………………………...45
Unit 3 Problem-solving on the telephone……………………………51
Unit 4 Ending a call………………………………………………….57
Chapter 3 Presentations…………………………………………….65
Unit 1 Planning on getting started…………………………………...66
Unit 2 Image, impact and making an impression……………………73
Unit 3 The middle of the presentation……………………………….81
Unit 4 Summarizing and concluding………………………………...91
Chapter 4 E-mailing………………………………………………...97
Unit 1 Getting started………………………………………………..98
Unit 2 Structuring your message…………………………………...107
Unit 3 E-mail etiquette tips………………………………………...116
Unit 4 Checking before you send…………………………………..127
Chapter 5 Negotiating……………………………………………..134
Unit 1 Types of negotiation………………………………………...135
Unit 2 Getting what you can……………………………………….141
Unit 3 Not getting what you don’t want……………………………148
Supplement reading………………………………………………...155
Bibliography ……………………………………………………….166

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