Chapter One lntroduction 1
Section 1 Common Characteristics of Effective business writing 2
Section 2 Basic Writing Skills 6
Chapter Two Business Letters 17
Section 1 Business Letter formats 17
Section 2 Structural Parts of Business Letters 27
Section 3 Addressing the Envelope 38
Chapter Three Strategies for Business Correspondence 50
Section 1ndirect Pattrern Outline for Good or Neutral News Letters 50
Section 2 Indirect Pattern outline for bad news letters 56
Section 3 persuasive letters 60
Chapter Four types of business letters 71
Section 1 Letters of requests, inquiries and replies 71
Section 2 Status inquiries 77
Section 3 Order letters and Acknowlegdgement letters 82
Section 4 payment and shipment 88
Section 5 Letters of complaint, claim and adjustment 99
Chapter Five application letters and resumes 130
Section 1 Cover letters 130
Section 2 Resumes 135
Section 1 Letters of Appresciation 151
Chapter Six personal letters in business 151
Section 2 Letters of congratulations 157
Section 3 Letters of introduction 161
Section 4 Letters of invitation 165
Section 5 Letters of acceptance 167
Section 6 Letters of declination 169
Section 7 Letters of sympathy 170
Section 8 Letters of Aplolgy 173
Section 9 Letters of recommendation 175
Chapter Seven other forms of business communication 185
Section 1 Memorandums 185
Section 2 Social invitations 189
Section 3 Notes 194
Section 4 Notices 196
Section 5 Agenda 204
Section 6 Minutes 206
Section 7 Reports and proposals 210
Section 8 Job description 215
Chapter Eight telegram, telex and fax 239
Section 1 Telegram 239
Section 2 The fax 258
Section 3 E-mail 260
Chapter Nine Oontract 268