1;Cover;1 2; Inhaltsverzeichnis;7 3; ?Teil 1: E-mails in English;19 4;1 ?An E-mail's Anatomy;21 4.1;1.1 ?Subject Lines That Work;21 4.2;1.2 ?Common Salutations and Openings;22 4.2.1;1.2.1 ?Salutations;22 4.2.2;1.2.2 ?Opening sentences;25 4.2.3;1.2.3 ?Small talk;26 4.3;1.3 ?Ending an E-mail;27 4.3.1;1.3.1 ?Closing remarks;27 4.3.2;1.3.2 ?Correct closing expressions;28 4.4;1.4 ?Signatures and Disclaimers;29 4.4.1;1.4.1 ?Signatures;29 4.4.2;1.4.2 ?Disclaimers;30 4.4.3;1.4.3 ?Out-of-office assistant;31 4.5;1.5 ?E-mail Techniques: about CC and BCC;31 5;2 ?A Reader-friendly Approach;33 5.1;2.1 ?When to Use E-mail and When Not?;33 5.2;2.2 ?Structuring the Information;34 5.2.1;2.2.1 ?Writing effectively for the monitor;34 5.2.2;2.2.2 ?Less is more;34 5.2.3;2.2.3 ?Techniques to make e-mails better structured;35 5.3;2.3 ?Formal or Informal?;37 5.3.1;2.3.1 ?Colloquial language;38 5.3.2;2.3.2 ?More personal style;38 5.4;2.4 ?Netiquette Guidelines;39 5.5;2.5 ?How to Deal with Attachments;40 5.5.1;2.5.1 ?Best ways to deal with attachments;40 5.5.2;2.5.2 ?Useful phrases;41 5.5.3;2.5.3 ?Avoiding attachments;42 6;3 ?Common Business Situations;45 6.1;3.1 ?Requesting Information or Favours;45 6.1.1;3.1.1 ?Useful phrases;46 6.2;3.2 ?Hotel or Conference Enquiries;47 6.2.1;3.2.1 ?Useful vocabulary;48 6.3;3.3 ?Giving Enquiries;50 6.3.1;3.3.1 ?FYI: for your information;50 6.3.2;3.3.2 ?Answering requests;50 6.3.3;3.3.3 ?Useful phrases;51 6.4;3.4 ?Change of Address;52 6.5;3.5 ?Appointments;52 6.5.1;3.5.1 ?Useful phrases;53 6.6;3.6 ?Invitations;54 6.6.1;3.6.1 ?Useful phrases;55 6.6.2;3.6.2 ?Indicating date and time;56 6.7;3.7 ?Sending Agendas and Minutes;59 6.8;3.8 ?Refusing a Request;61 6.8.1;3.8.1 ?Useful phrases;61 6.8.2;3.8.2 ?Stylistic stand back: negative ? positive;62 6.9;3.9 ?Complaints;62 6.10;3.10 ?Apologies;63 6.10.1;3.10.1 ?Useful phrases;63 6.11;3.11 ?Congratulations and Season's Greetings;64 6.12;3.12 ?Thanks;65 6.13;3.13 ?Payments and Reminders;65 6.13.1;3.13.1 ?Useful phrases;66 6.13.2;3.13.2 ?Useful vocabulary;67 6.14;3.14 ?Making Offers;67 6.15;3.15 ?Delivery and Incoterms;68 6.16;3.16 ?Numbers and Currency Symbols;69 6.16.1;3.16.1 ?Indicating larger numbers;70 6.16.2;3.16.2 ?Monetary and currency symbols;70 7;4 ?Practical Reference;73 7.1;4.1 ?Useful Vocabulary and Key Terms;73 7.1.1;4.1.1 ?Digital vocabulary;73 7.1.2;4.1.2 ?Vocabulary: function keys;73 7.1.3;4.1.3 ?Key terms: e-mails;74 7.2;4.2 ?Abbreviations and Acronyms;74 7.3;4.3 ?E-mail Features;80 7.3.1;4.3.1 ?Formatting e-mail for foreign screens;80 7.3.2;4.3.2 ?Templates;81 7.3.3;4.3.3 ?Identifying international e-mails;82 7.3.4;4.3.4 ?Legal implications of e-mail;83 7.3.5;4.3.5 ?Responding to e-mail;84 8; ?Teil 2: Phone Calls in English;85 9;5 ?Getting Started and Ending a Conversation;87 9.1;5.1 ?Calling according to plan;87 9.1.1;5.1.1 ?Beginning a call;87 9.1.2;5.1.2 ?Telephone scripts;88 9.2;5.2 ?After the greeting;89 9.2.1;5.2.1 ?Small talk;92 9.2.2;5.2.2 ?Getting past the secretary;93 9.2.3;5.2.3 ?Obtaining information;93 9.3;5.3 ?I beg your pardon?;95 9.4;5.4 ?Connecting people;96 9.5;5.5 ?Answering the phone;97 9.6;5.6 ?Ending a conversation;97 10;6 ?Typical Situations and How To Deal with Them;101 10.1;6.1 ?Taking and leaving messages;101 10.2;6.2 ?Appointments;102 10.3;6.3 ?Telephone spelling;104 10.4;6.4 ?Taking down names and numbers;107 10.5;6.5 ?Electronic addresses;109 10.6;6.6 ?Answering machine and voice mail;111 10.7;6.7 ?Mobile telephones;113 10.7.1;6.7.1 ?Recognising mobile numbers;114 11;7 ?Special Situations;115 11.1;7.1 ?Conference calls;115 11.1.1;7.1.1 ?Hours for international business calls;121 11.2;7.2 ?International trade;122 11.3;7.3 ?Sales and finances;128 11.4;7.4 ?Travel enquiries;131 11.5;7.5 ?A job interview by telephone;134 12;8 ?Practical Reference;137 12.1;8.1 ?Intercultural communication;137 12.2;8.2 ?Pronunciation;138 12.2.1;8.2.1 ?Speech;140 12.3;8.3 ?Telecommunications terminology;140 12.4;8.4 ?Key terms: the company;142 12.5;8.5 ?Tele