Introduction 1. Face to face: basic skills and techniques for talking to people in business situations 2. Letters, faxes and memos: basic skills and techniques for business correspondence 3. On the phone: basic skills and techniques for using the telephone in business 4. Summaries, notes, reports: basic skills and techniques for writing reports, making notes, summarizing and taking notes of conversations in business 5. Working together: talking about where you work, employment policy, a companys activities, organization and trade 6. International trade: ordering and supplying goods or services, answering and making enquiries, making offers, placing and acknowledging orders 7. Money matters: methods of payment, cash flow, invoicing, dealing with non-payment problems 8. Dealing with problems: complaining and apologizing, delivery and after-sales problems 9. Visitors and travellers. Looking after foreign visitors and travelling on business: hotels, restaurants, small talk, telling stories 10. Marketing: marketing a product, market research, promotion and advertising 11. Meetings: taking part in formal and informal meetings, one-to-one meetings and larger group meetings 12. Processes and operations: explaining and describing operations, giving instructions 13. Jobs and careers: applying for jobs and seeking promotion, participating in interviews 14. Sales and negotiations: selling and buying products, negotiating face-to-face and on the phone 15. A special project: a simulation, revising many of the skills and situations in the course Files Acknowledgements