Objectives（单元目标）：

After learning the unit, you will be able to:

1 master the usages of some key words and phrases about communication skills (K);

2 know the basic uses of non-finite verbs (K);

3 talk about how to deal with complaints (S);

4 Learn telephone etiquette (Q);

5 Learn to communicate skillfully and handle the relationships correctly (Q).

Note: 

K-knowledge （知识目标）  

S-skill （技能目标）  

Q-qualifiy （素质目标）