Contents 目錄
About the author 作者簡介 vii
Publisher acknowledgements 出版者致謝 viii
Preface to the first edition by Leonard Gartside
第一版序言（倫納德？加特賽德） ix
Preface to the seventh edition by Shirley Taylor
第七版序言（雪莉？泰勒） xi
Introduction 前言 1
Part One Communication： An Overview溝通交流：概述 5
1 The importance of building relationships - both orally and in writing
口頭及書面交流中都要注重建立關(guān)系 7
2 Sentence construction matters 正確組織句子很重要 15
Part Two Business Writing Basics商務(wù)寫作基本原則 25
3 21st century business language 21世紀(jì)的商務(wù)語言 27
4 Structuring messages logically 邏輯清晰地安排信函內(nèi)容 49
5 Presentation matters 外觀與格式很重要 55
Part Three Electronic Communication電子交流 71
6 Email etiquette 電子郵件禮儀 73
7 Writing online： websites， blogs and social networking
網(wǎng)絡(luò)寫作：網(wǎng)站、博客及社交網(wǎng)絡(luò) 93
8 Customer care online 網(wǎng)上客戶服務(wù) 103
Part Four Routine Business Transactions常規(guī)商業(yè)交易 107
9 Enquiries and replies 詢問函與回復(fù)函 109
10 Quotations， estimates and tenders 報(bào)價(jià)、估價(jià)與投標(biāo) 129
11 Orders and their fulfilment 訂貨與交貨 147
12 Invoicing and settlement of accounts 開發(fā)票與結(jié)賬 163
13 Letters requesting payment 催款信 181
14 Credit and status enquiries 賒購與資信調(diào)查 195
15 A typical business transaction (correspondence and documents)
一筆典型的商業(yè)交易 （往來信函與文書） 211
Part Five General Business Correspondence普通商務(wù)信函 227
16 Internal correspondence 內(nèi)部信函 229
17 Secretarial and administrative correspondence
文秘和行政信函 241
18 Meetings documentation 會(huì)議文件 257
19 Personnel 人事 267
20 Reports and proposals 報(bào)告與建議書 303
Part 6 Creative and Persuasive Documents創(chuàng)意性與勸說性文書 311
21 Complaints and adjustments 投訴與處理 313
22 Goodwill messages 友好信函 343
23 Notices， advertisements， information sheets and handouts
通知、廣告、信息宣傳頁和講義 361
24 Circulars 通函 371
25 Sales letters and voluntary offers 促銷信及特別優(yōu)惠 391
26 Publicity material 宣傳材料 407
27 Business plans 商業(yè)計(jì)劃書 419
Appendix 1 Spoken and written forms of address
附錄1 口頭稱呼與書面稱呼 425
Appendix 2 The A-Z of a