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Preface to the first edition (Leonard Gartside)Preface to the sixth edition (Shirley Taylor)Introduction Unit 1 Written communication - an overview 1. Presentation of business documents Printed stationery Fully-blocked style with open punctuationContinuation pagesParts of a business letterOpen punctuationMemosFax messagesChecklist 2. Structuring your communications 4-point planChecklist 3. Language and tone The weakest link in your business writingTen steps to good business writingChecklist 4. E-mail The explosive growth of e-mailSeven deadly sins of working with e-mailThe good, the bad and the ugly of e-mailThe weakest link in your e-mailsHow can you make e-mail work for you?Customer care and e-mailCreating electronic rapportE-mail @ workNetiquetteChecklist 5. Enquiries and replies Requests for catalogues and price listsGeneral enquiries and repliesRequests for goods on approvaVisits by travellersRequests for concessionsUseful expressions 6. Quotations, estimates and tenders TerminologyRoutine quotationsQuotations subject to conditions of acceptanceTabulated quotationsEstimates and specificationsTendersQuotations not accepted or amendedFollow-up lettersUseful expressions 7. Orders and their fulfilment Placing ordersRoutine ordersAcknowledging orders Declining ordersCounter-offers from suppliersPacking and despatchUseful expressions 8. Invoicing and settlement of accounts Invoices and adjustmentsPro forma invoicesDebit and credit notesStatements of accountVarying the terms of paymentMethods of paymentUseful expressions 9. Letters requesting payment ToneLate paymentsCollection letters:- First applications for payment- Second application letters- Third application letters- Final collection lettersChecklist Useful expressions 10. Credit and status enquiries Reasons for creditDisadvantages of creditRequests for creditBusiness referencesStatus enquiriesReplies to status enquiriesUseful expressions 11. A typical business transaction Request for quotationSupplier's quotationRequest for permission to quote company as a referencePermission grantedOrderSupplier's acknowledgementAdvice noteConsignment noteDelivery note Invoice Debit and credit notesStatement of accountPaymentReceipt Unit 3 Creative and persuasive documents 12. Complaints and adjustments Handling complaintsComplaints concerning goodsComplaints concerning deliveryCancelling ordersPersonal complaintsChecklist Useful expressions 13. Goodwill messages General goodwill lettersLetters of apologyLetters in which tone is particularly importantLetters of thanksLetters of congratulationLetters of condolence and sympathyChecklist 14. Reports and proposals Introduction to reports and proposalsThe Plain English Guide to Writing Reports- Defining the purpose- Investigating the topic- Organising the report into sections- Order of presentation- Order of writing- Numbering sections and paragraphs- Planning the writing- RevisionChecklist 15. Notices, advertisements and information sheets Notices AdvertisementsLeaflets and information sheetsDesign skillsChecklist 16. Circulars Circulars announcing changes in business organisationCirculars announcing changes in business partnershipsLetters announcing change of representativesInternal circulars to staffCirculars with reply formsChecklists 17. Sales letters and voluntary offers The weakest link in your sales lettersSuccessful sales lettersSpecimen sales lettersVoluntary offersChecklistUseful expressions ...
