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
附录：剑桥商务英语证书（BEC中级）考试说明
page 145
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