Introduction
1.1 Work culture and placements
1.2 Vocabulary Work organization and responsibility
1.3 Past tenses and advice structure
1.4 Speaking Meetings - one-to-one
1.5 Writing - A placement report
1.6 Case study Counselling
2.1 About business Call centres
2.2 Vocabulary Customer and telephoning
2.3 Grammar Asking questions and giving instructions
2.4 Speaking Dealing with problems by telephone
2.5 Writing Formal and informal correspondence
2.6 Case study Cybertartan Software