Chapter 1 INTRODUCING BUSINESS COMMUNICATIONS 1
Part 1 INTERNAL & EXTERNAL COMMUNICATION 1
Part 2 CHOOSING THE MEANS OF COMMUNICATION 4
Part 3 BARRIERS TO BUSINESS COMMUNICATION 6
Part 4 PRINCIPLES OF EFFECTIVE COMMUNICATION 7
Part 5 CHALLENGES 7
Chapter 2 INTRODUCING LETTERS,MEMOS,FAX MESSAGES & ELECTRONIC MAIL 9
Part 1 LETTERS 9
Part 2 MEMORANDA 10
Part 3 FAX MESSAGES 11
Part 4 ELECTRONIC MAIL 11
Part 5 CHALLENGES 12
Chapter 3 PRINTED STATIONERY & LAYOUT 14
Part 1 PRINTED STATIONERY 14
Part 2 LAYOUT STYLE 16
Part 3 LAYOUT OF LETTERS 17
Part 4 LAYOUT OF MEMORANDA 21
Part 5 LAYOUT OF EMAIL 23
Part 6 LAYOUT OF FAX MESSAGES 24
Part 7 CHALLENGES 25
Chapter 4 MODERN BUSINESS LANGUAGE:SOME PRINCIPLES 27
Part 1 SOME PRINCIPLES 27
Part 2 ORGANISATION OF INFORMATION 33
Part 3 LANGUAGE REVIEW 36
Part 4 CHALLENGES 38
Chapter 5 MEMORANDA 41
Part 1 THE SCENE 41
Part 2 SEEING IS BELIEVING 42
Part 3 GETTING IT DONE 44
Part 4 WHAT MAY GO WRONG 46
Part 5 CHALLENGES 48
Chapter 6 CIRCULARS & NOTICES 50
Part 1 THE SCENE 50
Part 2 SEEING IS BELIEVING 51
Part 3 GETTING IT DONE 54
Part 4 WHAT MAY GO WRONG 55
Part 5 CHALLENGES 56
Chapter 7 REPORTS 58
Part 1 THE SCENE 58
Part 2 SEEING IS BELIEVING 58
Part 3 GETTING IT DONE 61
Part 4 WHAT MAY GO WRONG 62
Part 5 CHALLENGES 63
Chapter 8 AGENDAS & MINUTES 66
Part 1 THE SCENE 66
Part 2 SEEING IS BELIEVING 67
Part 3 GETTING IT DONE 71
Part 4 WHAT MAY GO WRONG 77
Part 5 CHALLENGES 77
Chapter 9 ENQUIRIES & REPLIES 80
Part 1 THE SCENE 80
Part 2 SEEING IS BELIEVING 81
Part 3 GETTING IT DONE 82
Part 4 WHAT MAY GO WRONG 86
Part 5 CHALLENGES 90
Chapter 10 QUOTATIONS,ORDERS & INVOICES 94
Part 1 THE SCENE 94
Part 2 SEEING IS BELIEVING 95
Part 3 GETTING IT DONE 99
Part 4 WHAT MAY GO WRONG 103
Part 5 CHALLENGES 105
Chapter 11 CONFIRMATION & ACKNOWLEDGEMENT 107
Part 1 THE SCENE 107
Part 2 SEEING IS BELIEVING 108
Part 3 GETTING IT DONE 112
Part 4 WHAT MAY GO WRONG 114
Part 5 CHALLENGES 115
Chapter 12 INVITATIONS & REPLIES 117
Part 1 THE SCENE 117
Part 2 SEEING IS BELIEVING 118
Part 3 GETTING IT DONE 121
Part 4 WHAT MAY GO WRONG 122
Part 5 CHALLENGES 122
Chapter 13 COLLECTION & PAYMENT 124
Part 1 THE SCENE 124
Part 2 SEEING IS BELIEVING 125
Part 3 GETTING IT DONE 128
Part 4 WHAT MAY GO WRONG 132
Part 5 CHALLENGES 134
Chapter 14 SALES 136
Part 1 THE SCENE 136
Part 2 SEEIG IS BELIEVING 137
Part 3 GETTING IT DONE 141
Part 4 WHAT MAY GO WRONG 146
Part 5 CHALLENGES 147
Chapter 15 COMPLAINTS & ADJUSTMENT 149
Part 1 THE SCENE 149
Part 2 SEEING IS BELIEVING 150
Part 3 GETTING IT DONE 153
Part 4 WHAT MAY GO WRONG 162
Part 5 CHALLENGES 164
Chapter 16 PRESS RELEASES 167
Part 1 THE SCENE 167
Part 2 SEEING IS BELIEVING 168
Part 3 GETTING IT DONE 171
Part 4 WHAT MAY GO WRONG 173
Part 5 CHALLENGES 174
Chapter 17 APPLICATION & RESUME 177
Part 1 THE SCENE 177
Part 2 SEEING IS BELIEVING 178
Part 3 GETTING IT DONE 180
Part 4 WHAT MAY GO WRONG 185
Part 5 CHALLENGES 187
Chapter 18 OFFER OF EMPLOYMENT,ACCEPTANCE & RESIGNATION 188
Part 1 THE SCENE 188
Part 2 SEEING IS BELIEVING 188
Part 3 GETTING IT DONE 192
Part 4 WHAT MAY GO WRONG 194
Part 5 CHALLENGES 195