Contents 目录
About the author 作者简介
Publisher acknowledgements 出版者致谢
Preface to the first edition by Leonard Gartside
第一版序言（伦纳德·加特赛德）
Preface to the seventh edition by Shirley Taylor
第七版序言（雪莉·泰勒）
Introduction 前言
Part One Communication: An Overview沟通交流：概述
1 The importance of building relationships - both orally and in writing
口头及书面交流中都要注重建立关系
2 Sentence construction matters 正确组织句子很重要
Part Two Business Writing Basics商务写作基本原则
3 21st century business language 21世纪的商务语言
4 Structuring messages logically 逻辑清晰地安排信函内容
5 Presentation matters 外观与格式很重要
Part Three Electronic Communication电子交流
6 Email etiquette 电子邮件礼仪
7 Writing online: websites， blogs and social networking
网络写作：网站、博客及社交网络
8 Customer care online 网上客户服务
Part Four Routine Business Transactions常规商业交易
9 Enquiries and replies 询问函与回复函
10 Quotations， estimates and tenders 报价、估价与投标
11 Orders and their fulfilment 订货与交货
12 Invoicing and settlement of accounts 开发票与结账
13 Letters requesting payment 催款信
14 Credit and status enquiries 赊购与资信调查
15 A typical business transaction (correspondence and documents)
一笔典型的商业交易 （往来信函与文书）
Part Five General Business Correspondence普通商务信函
16 Internal correspondence 内部信函
17 Secretarial and administrative correspondence
文秘和行政信函
18 Meetings documentation 会议文件
19 Personnel 人事
20 Reports and proposals 报告与建议书
Part 6 Creative and Persuasive Documents创意性与劝说性文书
21 Complaints and adjustments 投诉与处理
22 Goodwill messages 友好信函
23 Notices， advertisements， information sheets and handouts
通知、广告、信息宣传页和讲义
24 Circulars 通函
25 Sales letters and voluntary offers 促销信及特别优惠
26 Publicity material 宣传材料
27 Business plans 商业计划书
Appendix 1 Spoken and written forms of address
附录1 口头称呼与书面称呼
Appendix 2 The A-Z of alternative words
附录2 A-Z替代词汇表
Appendix 3 How to write reports in plain English
附录3 简明英语报告写作指南
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