About the author 作者簡介 vii
Publisher acknowledgements 齣版者緻謝 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
口頭及書麵交流中都要注重建立關係 7
2 Sentence construction matters 正確組織句子很重要 15
Part Two Business Writing Basics商務寫作基本原則 25
3 21st century business language 21世紀的商務語言 27
4 Structuring messages logically 邏輯清晰地安排信函內容 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
網絡寫作：網站、博客及社交網絡 93
8 Customer care online 網上客戶服務 103
Part Four Routine Business Transactions常規商業交易 107
9 Enquiries and replies 詢問函與迴復函 109
10 Quotations, estimates and tenders 報價、估價與投標 129
11 Orders and their fulfilment 訂貨與交貨 147
12 Invoicing and settlement of accounts 開發票與結賬 163
13 Letters requesting payment 催款信 181
14 Credit and status enquiries 賒購與資信調查 195
15 A typical business transaction (correspondence and documents)
一筆典型的商業交易 （往來信函與文書） 211
Part Five General Business Correspondence普通商務信函 227
16 Internal correspondence 內部信函 229
17 Secretarial and administrative correspondence
文秘和行政信函 241
18 Meetings documentation 會議文件 257
19 Personnel 人事 267
20 Reports and proposals 報告與建議書 303
Part 6 Creative and Persuasive Documents創意性與勸說性文書 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 促銷信及特彆優惠 391
26 Publicity material 宣傳材料 407
27 Business plans 商業計劃書 419
Appendix 1 Spoken and written forms of address
附錄1 口頭稱呼與書麵稱呼 425
Appendix 2 The A-Z of alternative words
附錄2 A-Z替代詞匯錶 431
Appendix 3 How to write reports in plain English
附錄3 簡明英語報告寫作指南 447
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