1;Cover;12; Inhaltsverzeichnis;73; ?Teil 1: E-mails in English;194;1 ?An E-mail's Anatomy;214.1;1.1 ?Subject Lines That Work;214.2;1.2 ?Common Salutations and Openings;224.2.1;1.2.1 ?Salutations;224.2.2;1.2.2 ?Opening sentences;254.2.3;1.2.3 ?Small talk;264.3;1.3 ?Ending an E-mail;274.3.1;1.3.1 ?Closing remarks;274.3.2;1.3.2 ?Correct closing expressions;284.4;1.4 ?Signatures and Disclaimers;294.4.1;1.4.1 ?Signatures;294.4.2;1.4.2 ?Disclaimers;304.4.3;1.4.3 ?Out-of-office assistant;314.5;1.5 ?E-mail Techniques: about CC and BCC;315;2 ?A Reader-friendly Approach;335.1;2.1 ?When to Use E-mail and When Not?;335.2;2.2 ?Structuring the Information;345.2.1;2.2.1 ?Writing effectively for the monitor;345.2.2;2.2.2 ?Less is more;345.2.3;2.2.3 ?Techniques to make e-mails better structured;355.3;2.3 ?Formal or Informal?;375.3.1;2.3.1 ?Colloquial language;385.3.2;2.3.2 ?More personal style;385.4;2.4 ?Netiquette Guidelines;395.5;2.5 ?How to Deal with Attachments;405.5.1;2.5.1 ?Best ways to deal with attachments;405.5.2;2.5.2 ?Useful phrases;415.5.3;2.5.3 ?Avoiding attachments;426;3 ?Common Business Situations;456.1;3.1 ?Requesting Information or Favours;456.1.1;3.1.1 ?Useful phrases;466.2;3.2 ?Hotel or Conference Enquiries;476.2.1;3.2.1 ?Useful vocabulary;486.3;3.3 ?Giving Enquiries;506.3.1;3.3.1 ?FYI: for your information;506.3.2;3.3.2 ?Answering requests;506.3.3;3.3.3 ?Useful phrases;516.4;3.4 ?Change of Address;526.5;3.5 ?Appointments;526.5.1;3.5.1 ?Useful phrases;536.6;3.6 ?Invitations;546.6.1;3.6.1 ?Useful phrases;556.6.2;3.6.2 ?Indicating date and time;566.7;3.7 ?Sending Agendas and Minutes;596.8;3.8 ?Refusing a Request;616.8.1;3.8.1 ?Useful phrases;616.8.2;3.8.2 ?Stylistic stand back: negative ? positive;626.9;3.9 ?Complaints;626.10;3.10 ?Apologies;636.10.1;3.10.1 ?Useful phrases;636.11;3.11 ?Congratulations and Season's Greetings;646.12;3.12 ?Thanks;656.13;3.13 ?Payments and Reminders;656.13.1;3.13.1 ?Useful phrases;666.13.2;3.13.2 ?Useful vocabulary;676.14;3.14 ?Making Offers;676.15;3.15 ?Delivery and Incoterms;686.16;3.16 ?Numbers and Currency Symbols;696.16.1;3.16.1 ?Indicating larger numbers;706.16.2;3.16.2 ?Monetary and currency symbols;707;4 ?Practical Reference;737.1;4.1 ?Useful Vocabulary and Key Terms;737.1.1;4.1.1 ?Digital vocabulary;737.1.2;4.1.2 ?Vocabulary: function keys;737.1.3;4.1.3 ?Key terms: e-mails;747.2;4.2 ?Abbreviations and Acronyms;747.3;4.3 ?E-mail Features;807.3.1;4.3.1 ?Formatting e-mail for foreign screens;807.3.2;4.3.2 ?Templates;817.3.3;4.3.3 ?Identifying international e-mails;827.3.4;4.3.4 ?Legal implications of e-mail;837.3.5;4.3.5 ?Responding to e-mail;848; ?Teil 2: Phone Calls in English;859;5 ?Getting Started and Ending a Conversation;879.1;5.1 ?Calling according to plan;879.1.1;5.1.1 ?Beginning a call;879.1.2;5.1.2 ?Telephone scripts;889.2;5.2 ?After the greeting;899.2.1;5.2.1 ?Small talk;929.2.2;5.2.2 ?Getting past the secretary;939.2.3;5.2.3 ?Obtaining information;939.3;5.3 ?I beg your pardon?;959.4;5.4 ?Connecting people;969.5;5.5 ?Answering the phone;979.6;5.6 ?Ending a conversation;9710;6 ?Typical Situations and How To Deal with Them;10110.1;6.1 ?Taking and leaving messages;10110.2;6.2 ?Appointments;10210.3;6.3 ?Telephone spelling;10410.4;6.4 ?Taking down names and numbers;10710.5;6.5 ?Electronic addresses;10910.6;6.6 ?Answering machine and voice mail;11110.7;6.7 ?Mobile telephones;11310.7.1;6.7.1 ?Recognising mobile numbers;11411;7 ?Special Situations;11511.1;7.1 ?Conference calls;11511.1.1;7.1.1 ?Hours for international business calls;12111.2;7.2 ?International trade;12211.3;7.3 ?Sales and finances;12811.4;7.4 ?Travel enquiries;13111.5;7.5 ?A job interview by telephone;13412;8 ?Practical Reference;13712.1;8.1 ?Intercultural communication;13712.2;8.2 ?Pronunciation;13812.2.1;8.2.1 ?Speech;14012.3;8.3 ?Telecommunications terminology;14012.4;8.4 ?Key terms: the company;14212.5;8.5 ?Tele