包邮商务交际-第二版

Unit 1 Reception
Learning Objectives
Snapshot
A． Making Reservations
B． Making Introductions
C． Starting and Encouraging Small Talk
D． Inviting
E． Entertaining Visitors
Assessment

Unit 2 Telephone Calls
Learning Objectives
Snapshot
A． Preparation for a Call
B． The Beginning of a Call
C． The Middle of a Call
D． The End of a Call
E． Leaving and Taking Messages
Assessment

Unit 3 Meetings
Learning Objectives
Snapshot
A． Preparing for a Meeting
B． Opening a Meeting
C． Attending a Meeting
D． Ending a Meeting
Assessment

Unit4 Oral Presentation
Learning Objectives
Snapshot
A． Preparation
B． Introduction of Presentation
C． Body of Presentation
D． End of Presentation
E． Using Visual Aids
Assessment

Unit 5 Negotiations
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． Resolving a Complaint
Assessment

Unit7 Employment Communication
Learning Objectives
Snapshot
A． Analyzing Yourself
B． Analyzing Job Advertisements
C． Interviews
Assessment

Unit8 NonverbaICommunication
Learning Objectives
Snapshot
A． Facial Expressions
B． Gestures
C． Postures
D． Space
E． Voice Quality
Assessment 1
Assessment 2

Appendix I
Appendix II
Appendix III
Appendix IV