|
||
• wydawnictwa polskie
• Zamów informacje o nowościach z wybranego tematu • kontakt
• Cookies na stronie |
MODEL BUSINESS LETTERS E-MAIL AND OTHER BUSINESS DOCUMNETSTAYLOR S.wydawnictwo: FT/PH , rok wydania 2004, wydanie VIcena netto:
In business, communication counts. Clear and well-structured letters, documents and e-mails can deliver better results, with speed and accuracy. The words that you use, and the way that you present them, also send important signals about you and your business to your customers, colleagues and business partners. So make sure you're sending the right ones. Model Business Letters is a practical and comprehensive guide to help you get more value from your business communication.
If you want your business to be a model of successful communication, Model Business Letters will be a valuable companion. Table of Contents Preface to the first edition (Leonard Gartside) Preface to the sixth edition (Shirley Taylor) Introduction Unit 1 Written communication - an overview 1. Presentation of business documents Printed stationery Fully-blocked style with open punctuation Continuation pages Parts of a business letter Open punctuation Memos Fax messages Checklist 2. Structuring your communications 4-point plan Checklis 3. Language and tone The weakest link in your business writing Ten steps to good business writing Checklist 4. E-mail The explosive growth of e-mail Seven deadly sins of working with e-mail The good, the bad and the ugly of e-mail The weakest link in your e-mails How can you make e-mail work for you? Customer care and e-mail Creating electronic rapport E-mail @ work Netiquette Checklist 5. Enquiries and replies Requests for catalogues and price lists General enquiries and replies Requests for goods on approva Visits by travellers Requests for concessions Useful expressions 6. Quotations, estimates and tenders Terminology Routine quotations Quotations subject to conditions of acceptance Tabulated quotations Estimates and specifications Tenders Quotations not accepted or amended Follow-up letters Useful expressions 7. Orders and their fulfilment Placing orders Routine orders Acknowledging orders Declining orders Counter-offers from suppliers Packing and despatch Useful expressions 8. Invoicing and settlement of accounts Invoices and adjustments Pro forma invoices Debit and credit notes Statements of account Varying the terms of payment Methods of payment Useful expressions 9. Letters requesting payment Tone Late payments Collection letters: - First applications for payment - Second application letters - Third application letters - Final collection letters Checklist Useful expressions 10. Credit and status enquiries Reasons for credit Disadvantages of credit Requests for credit Business references Status enquiries Replies to status enquiries Useful expressions 11. A typical business transaction Request for quotation Supplier's quotation Request for permission to quote company as a reference Permission granted Order Supplier's acknowledgement Advice note Consignment note Delivery note Invoice Debit and credit notes Statement of account Payment Receipt Unit 3 Creative and persuasive documents 12. Complaints and adjustments Handling complaints Complaints concerning goods Complaints concerning delivery Cancelling orders Personal complaints Checklist Useful expressions 13. Goodwill messages General goodwill letters Letters of apology Letters in which tone is particularly important Letters of thanks Letters of congratulation Letters of condolence and sympathy Checklist 14. Reports and proposals Introduction to reports and proposals The Plain English Guide to Writing Reports - Defining the purpose - Investigating the topic - Organising the report into sections - Order of presentation - Order of writing - Numbering sections and paragraphs - Planning the writing - Revision Checklist 15. Notices, advertisements and information sheets Notices Advertisements Leaflets and information sheets Design skills Checklist 16. Circulars Circulars announcing changes in business organisation Circulars announcing changes in business partnerships Letters announcing change of representatives Internal circulars to staff Circulars with reply forms Checklists 17. Sales letters and voluntary offers The weakest link in your sales letters Successful sales letters Specimen sales letters Voluntary offers Checklist Useful expressions 18. Publicity material Press releases Newsletters Writing Skills Checklist 19. Marketing matters Identifying your audiences Why is customer care so important? Customer care through Internet and e-mail Marketing through the Web 20. Business Plans Components of a business plan Checklist 21. Meetings documentation Notice and agenda Minutes of meetings Types of minutes Checklist 22. Personnel Letters of application Testimonials Favourable references Unfavourable references Interview Letters Offers of appointment Termination of employment Sundry personnel matters Useful expressions 23. Travel and hotels Passports Visas Travel by sea/air Hotel accommodation and itineraries Useful expressions 24. Secretarial and administrative correspondence Requesting appointments Inviting speakers to conference Conference accommodation Programme Board meeting Diary dates Invitations and replies Unit 4 Classified business letters 25. Agencies Finding an agent Applications for agencies Offers of agencies Formal agency agreements Appointment an agent - typical procedure Correspondence with agents Useful expressions 26. International trade Import/export flow chart Commission agents Goods of consignment Indents Bills of lading Important documentation and procedure Bonded warehouses Useful expressions 27. Banking (home business) Kinds of bank account Correspondence with banks Current accounts Bank loans and overdrafts Useful expressions 28. Banking (international business) Bankers' drafts Bankers' transfers Bills of exchange Documentary bills Bankers' commercial credits Useful expressions 29. Transport Carriage by sea Carriage by air Carriage by road Carriage by rail Useful expressions 30. Insurance The insurance contract Insurance brokers Insurance premiums Householders' policies Holiday insurance Fidelity insurance Temporary cover Claims Marine insurance Floating and open-cover policies Average Motor insurance Useful expressions Appendix Useful Web sites Spoken and written forms of address Index 496 pages
Po otrzymaniu zamówienia poinformujemy, |
