PERSON TO PERSON page 6 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 16 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 Slaking different kinds of calls 10 I''m terribly sorry Dealing with problems on the phone WRITING page26 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 page38 17 Can I ask some questions Asking questions and gMng 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 50 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 29 Make yourself at home! Receiving visitors Slaking people feel at home GMng and receMng 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 page74 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 producfi Product development Giving a presentation Grammar referencepage 86 TraNSCRIPTSpage 102 Files page 118 附錄：劍橋商務(wù)英語證書（BEC中級）考試說明 page 145
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