O autorovi 7
Introduction 9
1. kapitola
Lett's Talk Business 11
1.1 Tips for effective communication in English 13
1.1.1 Some DOs 13
1.1.2 Some DONN'Ts 13
1.2 Introducing yourself 14
1.2.1 Different ways of introducing yourself 14
1.3 Telephoning 17
1.3.1 Calling someone 17
1.3.2 Finding out who you are speaking to 18
1.3.3 Receiving a call 20
1.3.4 Answering the telephone and identifying yourself 21
1.3.5 Telephone conferences 22
1.4 Meetings 24
1.4.1 Client/customer meetings: breaking the ice 24
1.4.2 At the start of a meeting 24
1.4.3 During a meeting 25
1.4.4 How to express your opinion during a meeting 27
1.5 Negotiations 30
1.5.1 What is negotiable? 30
1.6 Presentations 33
1.6.1 Preparation/Organisation 33
1.6.2 The presentation 34
1.7 Trade fairs & conferences 36
1.8 Job interviews 40
1.8.1 Standard interview questions 41
1.8.2 Questions to ask at an interview 45
2. kapitola
The Customer is King 47
2.1 Making a good first impression 49
2.1.1 The customer benefits 50
2.2 Showing customer orientation 51
2.3 Follow-up calls 54
2.4 The angry customer - "sorryy" is not enough 56
2.5 How to say "noo" politely 58
2.5.1 How to avoid just saying "noo" 59
2.6 How to complain successfully 59
2.7 Giving ultimatums and setting deadlines 62
2.7.1 How urgent is it? 62
3. kapitola
Social Situations 65
3.1 Invitations 67
3.2 Small talk 69
3.2.1 Some of the most common topics for small talk 69
3.2.2 Starting small talk 74
3.3 Hobbies and interests 74
3.4 Eating and drinking 77
4. kapitola
Written Communication 81
4.1 Emails 83
4.1.1 Formal or informal? 83
4.1.2 Abbreviations 85
4.2 Text messages 87
4.3 Letters 88
4.3.1 The contents of a business letter 90
4.3.2 Standard phrases to use in the text 90
4.4 Agendas & minutes for meetings 92
4.4.1 Agendas 93
4.4.2 Minutes 93
5. kapitola
Appendix 95
5.1 Internet resources 97
5.2 Common abbreviations 98
5.3 Numbers 101
5.3.1 Currencies 102
5.4 English phonetic spelling 103
5.5 English around the world 104