1. Unit 1 Unit One Face to Face

2. 1.1 First Impression In Business life, it’s important not just to be efficient and do your job, but also to look and sound friendly, confident, sincere and helpful. A. facial expression Choose the person seems the most welcoming, or most match our standard. Show us how welcoming you are!

3. B. The way you talk First listening 1) Which of the speakers are impolite? Why? The man in extract 5, brusque The woman in extract 9, off-hand

4. Second listening write down useful expressions I’ve arranged to see… I’ll just find out for you If you’ll just take a seat. … is in reception for you. He’s on his way down.

5. D. develop a small talk 1. Fill the gaps, according to your common sense, before listening. 2. Listen and compare the words you use with those the speakers use. 3. Conclude: How to make a conversation - Greetings - Introduction (strangers) - Conversation starters - Develop the conversation - Conversation closer

6. Conversation starters Have you been here long? - No, I’ve just arrived. Have you been here before? - No, this is my first visit. Lovely weather! - Yes, marvelous, isn’t it?

7. Conversation closer (I’m) glad / pleased to have met you. - (It’s) nice to have met you too. It’s been very interesting talking to you. If you’re ever in ….. you must get in touch.

8. 4.Discussion 1) How to develop a small talk? - Choosing the proper topic. - Giving encouragement. - By using a variety of expressions to give positive feedback. Fine, great, good idea, right, OK, that would be nice, sure, of course, sounds interesting, I see, really, me too. - Balancing information.

9. 2) Choose a proper question for each above conversation and continue the conversation by developing a small talk. - which you choose and why? - role play the conversation. 3) Please turn to P14, discuss the topics listed in task B, decide which of these topics are proper for small talks and state your reasons.

10. 1.2 it’s a small word Reminding you, in business life, you may deal with people from different culture, have different customs. A. Holland – Dutchman Sweden – Swedish Hungary – Hungarian New Zealand - New Zealander

11. B. Homework C. Differences 1. Discussion: the 2nd question 2. Homework 3. Homework 4. Discussion: the 3rd question

12. B. Homework African counties: Congo, Egypt, Liberia, Libya, Mali, Somalia, South Africa, Zambia, Uganda … Asian counties: Burma, Cambodia, Malaysia, Thailand, Philippines, Singapore, Vietnam …

13. Middle East counties: Egypt, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Saudi Arabia, Syria, Turkey, United Arab Emirates, Yemen … Latin American counties: Brazil, Argentina, Chile, Colombia, Cuba, Costa Rica, Mexico, Panama, Peru …

14. EU counties: Austria, Belgium, Denmark, France, Germany, Greece, Hungary, Ireland, Italy, Netherlands, Poland, Portugal, Spain, Sweden, The united Kingdom … Non-EU counties: Iceland, Norway, Ukraine, Belarus, Russia, Switzerland …

15. C. Different customs What customs are discussed in this passage? Handshaking, Business entertaining, The importance of title Further discussion How do we practise in China?

16. 1.3 What do you enjoy about your work? A. Listening Ian McShane accountant day to day accounting 1. different jobs 2. deadlines 3. dealing with finance being difficult with people to get money out of them

17. Lesley Trigg administrator correspondence arranging meetings organizing travels the people she works with not being busy, she has to wait for people to generate work.

18. Patrick Verdon system administrator trouble-shooting kind of job Back-up of data Installation the challenge 1. doing routine back-ups 2. working late

19. Paul Lockwood training officer training courses 1. direct contact 2. direct knowledge 3. stimulating environment not being able to do hands-on programming (he only show people how to do it)

20. B. Individual Task Suppose you are in a job interview for a position you like, please persuade the interviewer to hire you from following aspects: - Why do you like the job? - Why do you think you are qualified? (work experience, education and training) - ambitions and prospects for the future

21. 1.4 It’s not just what you say… Non-verbal signals and body language may influence the way people see you. Appropriate behavior partly depends on the various signals you give, mostly unconsciously:

22. The style of language you use and the words you choose. It’s important to make sure that other people feel comfortable talking to you and don’t feel that you’re competing with them.

23. Your tone of voice. “why” or even “why is that” can sound like a challenge or disagreement if spoken sharply.

24. Your expression: smile an unchanging silly smile looks insincere, but it’s better than a frown, which look aggression even if to you it means puzzlement.

25. The noise you make: sighing, clicking your pen, tapping your feet all means something, often much more than words that are spoken.

26. You body language and the way you stand or sit: If you have your arms crossed defensive If you slump in the chair sleepy Sit upright with your shoulders back eager and alert Overdoing any of these signals may seen like play- acting and make you look insincere

27. Your appearance: Someone doesn’t wear a tie. Someone wears his hair long. The way you smell: Perfume, after-shave and deodorants to combat body odor Different culture find different smells unpleasant.

28. A. 1. What information about the person you can get from the badges? - female or male - nationalities - the topic for small talk 2. Discuss and share your opinion B. Discussion

29. 1.5 Developing relationships A. 1. a cordial, informal relationship Tony – Overseas Sales Manager Bob – the Export Sales Manager They’re talking about problem Tony encountered on a visit to client in Copenhagen.

30. 2. Mr. Allen is very friendly and informal but is superior to Barry and Susanna Mr. Allen – Officer manager The other two – clerical staff Mr. Allen is explaining who is who in the office.

31. 3. Mr. Green behaves very much as Martin’s boss He is quite authoritarian Mr. Green – the transport manager Martin – driver They are talking about Martin collecting someone at the airport.

32. 4. Geoff is more experienced and probably senior to Mandy. They have an informal relationship. they – commercial artists or designers Mandy is asking Geoff to evaluate some work she has done.

33. 5. Tony is junior to Mrs. Lang. She is his boss and they have a fairly formal relationship. Jobs can’t tell. They are talking about Tony having time off on Friday.

34. Homework: Unit 2, 2.1 A 1. Identify the different kinds of correspondents on the desks. 2. Which of the items would you attend to first? Put them in order of priority. B. Read the memo 1. summarize the features of the layout and language of a memo. 2. Decide who “HGW” is and what his or her job is. C. Discuss and make a small report