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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