1．Express ideas clearly 1
Lesson One The Principles of Effective Business Communication 1
2．Keep the message concise 2
3．Adopt a reader-focused approach 2
4．Get the right tone and style 3
5．Have a good command of English 5
6．Have a good command of business knowledge 5
New Words and Phrases 6
Notes 8
Exercises 8
1．Introduction 13
2．Communication media 13
Lesson Two Selection of Media 13
3．Communication etiquette 15
4．Considerations in media selection 17
Abbreviation for Internet Communication 18
Smiley for Internet Communication 19
New Words and Phrases 19
Notes 20
Exercises 21
Lesson Three The Parts and Formats of Business Correspondence（Ⅰ） 25
1．Introduction 25
2．Structure of business letters 25
3．Format of business letters 30
4．Example letters 32
5．Format of envelopes 34
New Words and Phrases 37
Notes 37
Exercises 38
Lesson Four The Parts and Formats of Business Correspondence（Ⅱ） 41
1．Interoffice memorandum 41
2．Fax 43
3．E-mail 44
4．Website 46
New Words and Phrases 48
Notes 48
Exercises 49
2．Writing strategy 52
1．Introduction 52
Lesson Five Establishing Business Relations 52
3．Communication for results 53
4．Example letters 53
5．Telephone conversation 58
New Words and Phrases 59
Notes 60
Useful Expressions 61
Exercises 61
Lesson Six Status Inquiry 66
1．Introduction 66
2．Writing strategy 67
3．Communication for results 67
4．Example letters 67
5．Telephone conversation 72
New Words and Phrases 73
Notes 73
Useful Expressions 75
Exercises 76
Lesson Seven Product Inquiry and Reply 80
1．Introduction 80
2．Writing strategy 80
3．Communication for results 81
4．Example letters 81
5．Telephone conversation 86
New Words and Phrases 87
Notes 88
Useful Expressions 89
Exercises 90
Lesson Eight Offer and Counter-Offer 94
1．Introduction 94
2．Writing strategy 94
3．Communication for results 95
4．Example letters 95
5．Telephone conversation 100
New Words and Phrases 100
Notes 101
Useful Expressions 102
Exercises 103
1．Introduction 106
2．Writing strategy 106
Lesson Nine Order and Acceptance 106
3．Communication for results 107
4．Example letters 107
5．Telephone conversation 111
New Words and Phrases 111
Notes 112
Useful Expressions 113
Exercises 113
Lesson Ten Payment Terms 117
1．Introduction 117
2．Writing strategy 118
3．Communication for results 119
4．Example letters 119
New Words and Phrases 122
5．Telephone conversation 122
Notes 123
Useful Expressions 125
Exercises 126
Lesson Eleven Payment by Letter of Credit 129
Part Ⅰ Urging Establishment of L/C 129
1．Introduction 129
2．Writing strategy 129
3．Communication for results 129
4．Example letters 130
New Words and Phrases 131
Notes 131
1．Introduction 133
Part Ⅱ Amendment of Letter of Credit 133
Useful Expressions 133
2．Writing strategy 134
3．Communication for results 134
4．Example letters 134
New Words and Phrases 136
Notes 136
Useful Expressions 138
Part Ⅲ Extension of Letter of Credit 138
1．Introduction 138
2．Writing strategy 138
3．Communication for results 138
4．Example letters 139
5．Telephone conversation 140
Notes 141
New Words and Phrases 141
Useful Expressions 142
Exercises 142
Lesson Twelve Packing and Shipping Mark 146
1．Introduction 146
2．Communication for results 147
3．Example letters 147
4．Telephone conversation 151
New Words and Phrases 151
Notes 152
Useful Expressions 154
Exercises 154
2．Writing strategy 157
Lesson Thirteen Shipment 157
1．Introduction 157
3．Communication for results 158
4．Example letters 158
5．Telephone conversation 162
New Words and Phrases 162
Notes 163
Useful Expressions 164
Exercises 164
Lesson Fourteen Insurance 168
1．Introduction 168
3．Communication for results 169
4．Example letters 169
2．Writing strategy 169
5．Telephone conversation 172
New Words and Phrases 173
Notes 174
Useful Expressions 175
Exercises 176
Lesson Fifteen Complaints and Claims 178
1．Introduction 178
2．Writing strategy 178
3．Communication for results 179
4．Example letters 179
5．Telephone conversation 181
New Words and Phrases 182
Notes 183
Useful Expressions 184
Exercises 185
Lesson Sixteen Adjustment to Claims 188
1．Introduction 188
2．Writing strategy 188
3．Communication for results 189
4．Example letters 189
5．Telephone conversation 192
New Words and Phrases 192
Notes 193
Useful Expressions 193
Exercises 194
2．Writing strategy 197
Lesson Seventeen Sales Promotion 197
1．Introduction 197
3．Communication for results 198
4．Example letters 199
5．Telephone conversation 204
New Words and Phrases 204
Notes 205
Useful Expreeions 206
Exercises 207
Lesson Eighteen Résumé 211
1．Introduction 211
2．Writing strategy 211
3．Communication for results 212
4．Formats and examples of a résumé 213
5．Telephone conversation for interview announcement 219
New Words and Phrases 220
Notes 221
Useful Expressions 222
Exercises 224
Lesson Nineteen Application Letter 227
1．Introduction 227
2．Writing strategy 227
3．Communication for results 228
4．Example letters 228
5．Telephone conversation 232
Notes 233
New Words and Phrases 233
Useful Expressions 234
Exercises 234
Lesson Twenty Business Contracts and Agreements 239
1．Introduction 239
2．Writing strategy 239
3．Communication for results 241
4．Example contracts 241
New Words and Phrases 248
Notes 248
Useful Expressions 250
Exercises 250
Key to the Exercises 253
Reference 275