| Contents | 6 |
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| 1 Communicating with clarity | 12 |
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| Writing clearly | 12 |
| Use short sentences | 12 |
| Sentence and meaning | 13 |
| Writing a good paragraph | 14 |
| Effective paragraphing and linking | 14 |
| Linking words/expressions | 15 |
| Telephoning in English | 16 |
| Leaving a voicemail | 16 |
| 2 Best-practice emails and working in multi-cultural teams | 22 |
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| Advantages of emails | 22 |
| Dos and don’ts | 22 |
| Common abbreviations | 24 |
| Common e-mail acronyms | 25 |
| Emoticons or Smilies | 26 |
| To email or not from your work computer | 26 |
| Giving negative feedback by email | 27 |
| Working in multi-cultural teams | 27 |
| The Challenges of Multi-Cultural Teamwork | 28 |
| Raising awareness of different communication styles | 29 |
| 3 Building business relationships | 33 |
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| Small Talk – Big Problem | 33 |
| Why make small talk at all? | 34 |
| Be an active listener | 34 |
| Making small talk | 34 |
| Building on small talk | 35 |
| Safe topics to talk about | 36 |
| Use open questions when you make small talk | 37 |
| Active listening | 37 |
| Minimal responses | 38 |
| Helping a corporate visitor with problems | 39 |
| Writing an email to a new acquaintance – formality vs informality | 39 |
| 4 Delegating | 42 |
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| Know your team and the task requirements | 42 |
| Vocabulary | 43 |
| Excellent communication skills | 44 |
| Expressions for getting something done | 44 |
| Sample sentences | 44 |
| Empowering and ongoing support | 45 |
| Expressions for ongoing support | 46 |
| Organising a conference | 47 |
| Linking words and phrases/Describing a process | 47 |
| Speaking in chunks of meaning | 50 |
| 5 Complaints | 51 |
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| Complaining by telephone | 51 |
| Key factors in complaining whilst maintaining the relationship | 53 |
| Letters of complaint | 56 |
| Opening and closing salutations | 56 |
| Linking words and phrases for comparing and contrasting | 58 |
| 6 Proposals and reports | 59 |
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| Proposals | 59 |
| First and Foremost/The concept | 59 |
| Know the target reader | 60 |
| Let’s get writing | 61 |
| Title Page | 61 |
| Introductory paragraph | 61 |
| The main body of the proposal | 62 |
| The conclusion | 62 |
| The language | 63 |
| Revision of first draft | 64 |
| Reports | 64 |
| Purpose sentence | 65 |
| Creating the report | 65 |
| The reader(s) | 65 |
| Collecting information | 66 |
| Organising the report | 67 |
| Writing a rough draft | 67 |
| Final report | 67 |
| 7 Meetings | 68 |
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| Ineffective meetings | 68 |
| How to make meetings more effective | 68 |
| The agenda | 69 |
| Chairing a Meeting | 69 |
| Participating in a meeting | 72 |
| Expressions for agreeing/disagreeing and giving opinions | 72 |
| Giving opinions | 73 |
| Minutes | 73 |
| 8 Writing promotional copy | 75 |
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| What’s the purpose of the text you’re writing? | 75 |
| Two types of advertising | 75 |
| Getting the reader’s attention: Headlines | 76 |
| 9 Apologising | 83 |
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| Accepting apologies | 84 |
| Your voice | 85 |
| Dealing with tricky situations | 86 |
| Written apologies | 86 |
| The language of apologies | 89 |
| 10 Giving presentations with impact | 90 |
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| Checklist | 90 |
| Using slides | 90 |
| Ordering a presentation | 94 |
| Structuring a presentation | 94 |
| Recycling key information | 96 |
| The Q | 96 |
| 97 | 96 |
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| Delivery | 98 |
| Voice warmers | 98 |
| Final tips | 99 |
| 11 Team building and giving/receiving feedback | 100 |
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| Team roles | 100 |
| Dealing with different team players | 102 |
| Feedback | 103 |
| Giving feedback | 105 |
| Writing a Memo | 105 |
| 12 Deadlines and Reminders | 107 |
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| Asking to have deadlines extended or workload reduced | 107 |
| Setting deadlines | 108 |
| Getting people to stick to deadlines | 108 |
| Written reminders to clients | 110 |
| 13 Saying “no” | 114 |
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| Saying ‘no’ politely | 114 |
| Saying ‘no’ more firmly | 116 |
| Saying ‘no’ assertively | 118 |
| Reporting unacceptable behaviour | 119 |
| 14 Writing CVs with impact, covering letters, a
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