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Contents Ŀ¼ About the author ×÷Õß¼ò½é vii Publisher acknowledgements ³ö°æÕßÖÂл viii Preface to the first edition by Leonard Gartside **°æÐòÑÔ£¨Â×Äɵ¡¤¼ÓÌØÈüµÂ£© ix Preface to the seventh edition by Shirley Taylor µÚÆß°æÐòÑÔ£¨Ñ©Àò¡¤Ì©ÀÕ£© xi Introduction Ç°ÑÔ 1 Part One Communication: An Overview¹µÍ¨½»Á÷£º¸ÅÊö 5 1 The importance of building relationships - both orally and in writing ¿ÚÍ·¼°ÊéÃæ½»Á÷Öж¼Òª×¢Öؽ¨Á¢¹Øϵ 7 2 Sentence construction matters ÕýÈ·×éÖ¯¾ä×ÓºÜÖØÒª 15 Part Two Business Writing BasicsÉÌÎñд×÷»ù±¾Ô­Ôò 25 3 21st century business language 21ÊÀ¼ÍµÄÉÌÎñÓïÑÔ 27 4 Structuring messages logically Âß¼­ÇåÎúµØ°²ÅÅÐź¯ÄÚÈÝ 49 5 Presentation matters Íâ¹ÛÓë¸ñʽºÜÖØÒª 55 Part Three Electronic Communicationµç×Ó½»Á÷ 71 6 Email etiquette µç×ÓÓʼþÀñÒÇ 73 7 Writing online: websites, blogs and social networking ÍøÂçд×÷£ºÍøÕ¾¡¢²©¿Í¼°Éç½»ÍøÂç 93 8 Customer care online ÍøÉÏ¿Í»§·þÎñ 103 Part Four Routine Business Transactions³£¹æÉÌÒµ½»Ò× 107 9 Enquiries and replies ѯÎʺ¯Óë»Ø¸´º¯ 109 10 Quotations, estimates and tenders ±¨¼Û¡¢¹À¼ÛÓëͶ±ê 129 11 Orders and their fulfilment ¶©»õÓë½»»õ 147 12 Invoicing and settlement of accounts ¿ª·¢Æ±Óë½áÕË 163 13 Letters requesting payment ´ß¿îÐÅ 181 14 Credit and status enquiries ÉÞ¹ºÓë×ÊÐŵ÷²é 195 15 A typical business transaction (correspondence and documents) Ò»±ÊµäÐ͵ÄÉÌÒµ½»Ò× £¨ÍùÀ´Ðź¯ÓëÎÄÊ飩 211 Part Five General Business CorrespondenceÆÕͨÉÌÎñÐź¯ 227 16 Internal correspondence ÄÚ²¿Ðź¯ 229 17 Secretarial and administrative correspondence ÎÄÃغÍÐÐÕþÐź¯ 241 18 Meetings documentation »áÒéÎļþ 257 19 Personnel ÈËÊ 267 20 Reports and proposals ±¨¸æÓ뽨ÒéÊé 303 Part 6 Creative and Persuasive Documents´´ÒâÐÔÓëȰ˵ÐÔÎÄÊé 311 21 Complaints and adjustments ͶËßÓë´¦Àí 313 22 Goodwill messages ÓѺÃÐź¯ 343 23 Notices, advertisements, information sheets and handouts ֪ͨ¡¢¹ã¸æ¡¢ÐÅÏ¢Ðû´«Ò³ºÍ½²Òå 361 24 Circulars ͨº¯ 371 25 Sales letters and voluntary offers ´ÙÏúÐż°ÌرðÓÅ»Ý 391 26 Publicity material Ðû´«²ÄÁÏ 407 27 Business plans ÉÌÒµ¼Æ»®Êé 419 Appendix 1 Spoken and written forms of address ¸½Â¼1 ¿ÚÍ·³ÆºôÓëÊéÃæ³Æºô 425 Appendix 2 The A-Z of alternative words ¸½Â¼2 A-ZÌæ´ú´Ê»ã±í 431 Appendix 3 How to write reports in plain English ¸½Â¼3 ¼òÃ÷Ó¢Óﱨ¸æд×÷Ö¸ÄÏ 447