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The Aim and Language of a Letter 1

1 BUSINESS CORRESPONDENCE：BASIC PRINCIPLES 1

Conventions and Format 2

The Pattern of Correspondence 6

General Effectiveness in Writing 12

2 TRADE NEGOTIATIONS 17

Opening the Negotiations：The First Letter of Enquiry 17

Alternative Ways of Expressing Oneself 24

Responding to Negotiaions：The Letter in Reply 26

Alternative Ways of Expressing Oneself 31

Placing an Order 32

Acknowledging an Order 35

Further Negotiations：Requests For Better Terms 38

Further Negotiations：Replies to Requests For Better Terms 46

Alternative Ways of Expressing Oneself 53

Further Negotiations：Agency Agreements 54

Language Notes and Exercises 68

3 COMPLAINTS AND HOW TO DEAL WITH THEM 68

Complaints and Replies in General 68

Complaints about Poor Quality and Replies to Them 70

Complaints about Poor Service and Replies to Them 80

Unjustified Complaints and Replies to Them 100

Alternative Ways of Expressing Oneself 105

4 EMPLOYMENT APPLICATIONS AND REFERENCES 113

The Curriculum Vitae or Resumé 113

Language Notes and Exercises 113

The Letter of Application Enclosing a Curriculum Vitae 115

Letters of Application：For a Secretarial Post 115

For a Managerial Post 122

References 131

Language Notes and Exercises 143

5 COLLECTION LETTERS 143

The First，Second and Third Letters Calling for Overdue Payment 143

Alternative Ways of Expressing Oneself 162

Functions of Sales Letters 165

Language Notes and Exercises 165

6 SALES LETTERS 165

Factors in Planning Sales Letters 173

Aims of Sales Letters：Selling by Mail 178

Producing Sales Enquiries 185

Stimulating Visits to a Showroom 190

Creating Goodwill 194

Language Notes and Exercises 201

7 CORRESPONDENCE SUMMARIES 201

Methods of Summarisation 201

Summarisation as a Whole 202

Types of Summary 202

Summarisation by Stages 203

Worked Examples 203

Language Notes and Exercises 244

8 OTHER FORMS OF WRITTEN COMMUNICATION 244

Memoranda：Pattern and Principles 244

Types of Memoranda：Giving Instructions 245

Asking for Instructions 250

Reporting on Action Taken 257

Reporting an Incident 260

Discussing Company Policy 266

Simple Memos 271

Proposals 275

Heads of Agreement 283

Language Notes and Exercises 290

9 REPORT WRITING 290

Full Investigative Reports 290

Approaches to Investigative Reports：Terms of Reference 291

Preparation 292

Organisation 293

Writing 297

Letters and Memoranda of Transmittal 298

Example A：A Full Investigative Report 299

Short Reports 321

Example B：A Short Report 321

Mixed-Form Reports 329

Example C：A Mixed-Form Report 329

Eye-Witness Reports 331

Example D：An Eye-Witness Report 331

10 THE PREPARATION AND RECORDING OF MEETINGS 337

Preparing the Agenda 337

Writing the Minutes 338

Approaches to Speaking in Public 360

11 SPEAKING IN PUBLIC 360

Preparation 361

Methods of Delivery 363

Visual Aids 366

Aspects of Presentation：Introduction to a presentation 367

The main body of a presentation 367

Concluding a presentation 368

Answering questions 368

Style in presentation 369

APPENDICES：A．The Export Trade：Shipping，Payment and Banking Services 371

Glossary of Commercial Terms 387

B．Jargon to be Avoided 393