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 **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系 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(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)絡寫作：網(wǎng)站、博客及社交網(wǎng)絡 93 8 Customer care online 網(wǎng)上客戶服務 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(fā)票與結賬 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(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 alternative words 附錄2 A-Z替代詞匯表 431 Appendix 3 How to write reports in plain English 附錄3 簡明英語報告寫作指南 447