Unit1 Reception Learning Objectives Snapshot A. Making Reservations B. Making Introductions C. Starting and Encouraging Small Talks D. Inviting E. Entertaining Visitors Assessment Unit 2 Telephone Calls Learning 0bjectives Snapshot A. Preparation for a Call B. The Beginning of a Call C. The Middle of a Call D. The End ofa Call E. Leaving and Taking Messages Assessment Unit 3 Meetings Learning Objectives Snapshot A. Preparing for a Meeting B. Opening a Meeting C. During a Meeting D. Ending a Meeting Assessment Unit 4 Orai Presentation Learning Objectives Snapshot A. Preparation B。Introduction of the Presentation C. Body of the Presentation D. End of the Presentation E. Using Visual Aids Assessment Unit 5 Neaotiations Learning Objectives Snapshot A. Preparing for Negotiations B. Opening a Negotiation C. Managing Conflict D. Bargaining and Making Concessions E. Closing a Negotiation Assessment Unit 6 Complaints Learning Objectives Snapshot A. Preparing for Making a Complaint B. Making a Complaint C. Receiving a Complaint D. Solving a Complaint Assessment Unit 7 Employment Communication Learning Objectives Snapshot A. Analyzing Yourself B. Analyzing Job Advertisements C. Interviews Assessment Unit8 NonverbaI Communication Learning Objectives Snapshot A. Facial Expressions B. Gestures C. Postures D. Space E. Voice Quality Assessment Appendix Ⅰ Appendix Ⅱ Appendix Ⅲ Appendix Ⅳ
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