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Introduction Module 1 Cultural diversity and socialising Unit 1 Building a relationship Welcoming visitors Small talk, keeping the conversation going Unit 2 Culture and environment Cross-cultural understanding (1) Inviting and accepting or declining Eating out Module 2 Telephoning Unit 3 Could I leave a message? Preparing to make a telephone call Receiving calls Taking and leaving messages Asking for and giving repetition The secretarial barrier Unit 4 Good to hear from you again Cross-cultural communication on the telephone (1) Making arrangements Changing arrangements Ending a call Unit 3 Unfortunately there's a problem... Cross-cultural communication on the telephone (2) Problem-solving on the telephone (1) Complaints Module 3 Presentations Unit 6 Planning and getting started Presentation technique and preparation The audience Structure (1) The introduction Unit 7 Image, impact and making an impression Using visual aids: the general principles Talking about the content of visual aids Describing change