UNIT 1：Initial Communication第一次书信往来 1
Lesson 1：Greetings and Closings in Letters and E-Mail Messages书信及电子邮件中的称呼语和结束语 2
To the Reader致读者 5
Evaluation Exercises自测练习 6
Introduction：BASIC DECISIONS初步决定 8
Lesson 2：Routine Requests and Inquiries一般请求和询问 11
Lesson 3：Non-Routine Requests特殊请求 15
UNIT 2：Complaints and Responses抱怨与回复 20
Lesson 4：Format and Mechanics of Letters and E-Mail Messages书信及电子邮件的格式与写作技巧 21
Lesson 5：Complaints抱怨 34
Lesson 6：Responses to Requests,Inquiries and Complaints请求、询问及抱怨信的回复 40
UNIT 3：Working Things Out解决问题 48
Lesson 7：Effective E-Mail Messages有效的电子邮件 49
Lesson 8： Suggestions提出建议 53
Lesson 9：Opinions and Disagreements表达观点和提出不同意见 60
UNIT 4：Job-Search Writing求职信写作 66
Lesson 10：Resumes简历 67
Lesson 11：Cover Letters for Resumes说明信 78
Lesson 12：Follow-Up Letters后续信 83
APPENDICES附录 85
Appendix 1：Sample Letters样信 86
Appendix 2：Punctuation Styles标点符号的用法 91
Appendix 3：Abbreviations for the United States and Canada美国、加拿大州、省地名缩写 92
Appendix 4：Capitalization Rules首字母大写规则 93
Appendix 5：Common First Names常用人名 95
Appendix 6：Glossary词汇表 96
Appendix 7：Index索引 97
Appendix 8：Answer Key答案 98