About the author 作者简介 vii
Publisher acknowledgements 出版者致谢 viii
Preface to the first edition by Leonard Gartside
第一版序言（伦纳德•加特赛德） 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沟通交流：概述 5
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 7
2 Sentence construction matters 正确组织句子很重要 15
Part Two Business Writing Basics商务写作基本原则 25
3 21st century business language 21世纪的商务语言 27
4 Structuring messages logically 逻辑清晰地安排信函内容 49
5 Presentation matters 外观与格式很重要 55
Part Three Electronic Communication电子交流 71
6 Email etiquette 电子邮件礼仪 73
7 Writing online: websites, blogs and social networking
网络写作：网站、博客及社交网络 93
8 Customer care online 网上客户服务 103
Part Four Routine Business Transactions常规商业交易 107
9 Enquiries and replies 询问函与回复函 109
10 Quotations, estimates and tenders 报价、估价与投标 129
11 Orders and their fulfilment 订货与交货 147
12 Invoicing and settlement of accounts 开发票与结账 163
13 Letters requesting payment 催款信 181
14 Credit and status enquiries 赊购与资信调查 195
15 A typical business transaction (correspondence and documents)
一笔典型的商业交易 （往来信函与文书） 211
Part Five General Business Correspondence普通商务信函 227
16 Internal correspondence 内部信函 229
17 Secretarial and administrative correspondence
文秘和行政信函 241
18 Meetings documentation 会议文件 257
19 Personnel 人事 267
20 Reports and proposals 报告与建议书 303
Part 6 Creative and Persuasive Documents创意性与劝说性文书 311
21 Complaints and adjustments 投诉与处理 313
22 Goodwill messages 友好信函 343
23 Notices, advertisements, information sheets and handouts
通知、广告、信息宣传页和讲义 361
24 Circulars 通函 371
25 Sales letters and voluntary offers 促销信及特别优惠 391
26 Publicity material 宣传材料 407
27 Business plans 商业计划书 419
Appendix 1 Spoken and written forms of address
附录1 口头称呼与书面称呼 425
Appendix 2 The A-Z of alternative words
附录2 A-Z替代词汇表 431
Appendix 3 How to write reports in plain English
附录3 简明英语报告写作指南 447
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