Section 1: The Basics Unit 1 Speaking Unit 2 Listening Section 2: Face-to-face Skills Unit 3 Building Relationships Unit 4 Networking Unit 5 Building Trust Unit 6 Making Decisions Unit7 Influencing Unit 8 Dealing with Difficult People Unit 9 Managing Conflict Unit 10 Giving and Getting Feedback Section 3: Virtual Skills Unit 11 Writing Email: The Basics Unit 12 Writing Email:Advanced Unit 13 Telephoning Unit 14 Taking Partin Conference Calls Unit 15 Workingin VirtualTeams Conclusion Answer Key References Reading List Glossary