CHAPTER ONE
AN OVERVIEW OF INTERNATIONAL BUSINESS COM-
MUNICATION
Lesson 1 Introduction to Business Communication
Lesson 2 Principles for Business written Communication
CHAPTER TWO
THE LAYOUT AND APPEARANCE OF BUSINESS
LETTERS
Lesson 3 The Standard Parts of Business Letters
Lesson 4 The Specialized Parts of Business Letters
CHAPTER THREE
ROUTINE INQUIRIES AND REQUESTS
Lesson 5 Letters about Routine Inquiries
Lesson 6 Letters about Routine Orders
Lesson 7 Letters about Routine Claims and Complaints
CHAPTER FOUR
LETTERS WITH NEUTRAL AND POSITIVE
INFORMATION
Lesson 8 Neutral Replies to Routine Requests
Lesson 9 Letters Saying Yes to Inquiries
Lesson 10 Letter Saying Yes to Orders
Lesson 11 Letters Saying Yes to Claims and Complaints
CHAPTER FIVE
LETTERS WITH NEGATIVE INFORMATION
Lesson 12 Letters Saying No to Requests for Favors
Lesson 13 Letters Saying No to Orders
Lesson 14 Letters Saying No to Adjustment Requests
CHAPTER SIX
LETTERS OF PERSUASION
Lesson 15 Persuasive Requests for Favors
Lesson 16 Bargaining for Better Terms
Lesson 17 Special Adjustment Requests
Lesson 18 Letters for Collecting Payments
Lesson 19 Sales Letters
CHAPTER SEVEN
SPECIAL GOODWILL LETTERS
Lesson 20 Letters of Appreciation
Lesson 21 Letters of Congratulation
Lesson 22 Letters of Sympathy
Lesson 23 Letters of Recommendation
CHAPTER EIGHT
TELEX AND FAX IN BUSINESS COMMUNICATIONS
Lesson 24 Construction of Telex Words and Expressions
Lesson 25 Construction of Telex Messages
A Table of Letters
Routine Inquiries and Requests
5.1 A Routine Inquiry Concerning a Product
5.2 AN Inquiry for a Meeting Brochure
5.3 A Request for Extension of a Letter of Credit
5.4 A Form Letter for Routine Inquiry
6.1 A Repcat Order for One or Two Kinds of Goods
6.2 A Routine Order for Sport Supplies
6.3 A Form Letter for Placing an Order
7.1 A Letter of Claim for Correction on Part of an Order
7.2 A Letter of Claim for Replacement
7.3 A Letter of Complaint Concerning Non-delivery
Letters with Neutral and Positive Information
8.1 Routine Response to an Inquiry for a Brochure
8.2 Routine Reply to an Inquiry for Product Information
8.3 Form Letters of Acknowledgement to Orders
9.1 A Positive Reply to an Inquiry for Reports about a
Product
9.2 A Positive Reply to an Inquiry for Modification of aFur niture Range
9.3 A Positive Reply to a New Inquiry for CommodityCatalog
10.1 A Letter Saying Yes to a Trial Order
10.2 A Positive Acknowledgement to a Steady Customer
10.3 A Favorable Response to a Non-routine Order
11.1 Granting a Correction---Seller Sending Wrong Goods
11.2 Granting an Allowance- Seller Using ImproperPackaging
11.3 Granting a Replacement-Buyer Making a WrongChoice of Engine
11.4 Granting an Extra Spare Part-Buyer Ignoring theOperation Instruction
Letters with Negative Information
12.1 Refusing a Reservation Request for Rooms
12.2 Saying No to an Inquiry for Samples and Sole Distribu-tion Rights
12.3 Eteclining a Request for Information Concerning a Tech-nical Training Program
12.4 Saying No to a Job Applicant
13.1 Saying No Due to Stock Unavailable
13.2 Declining a Small-size Order
13.3 Delaying An Order due to Non-approval of Import Per-mission
13.4 Delaying An Incomplete Order
14.1 Saying No to a Claim for Repair Fees
14.2 Unfavorable Reply to a Claim for Returning Medicine
14.3 Rejecting a Claim in which a Third Party is Supposed to Be at Fault
14.4 Denying Responsibility for Improper Construction
Letters of Persuasion
15.1 Asking a Favor of a Speaker
15.2 Asking a Favor from a Compnter Business
15.3 Asking for Confidential Information
16.1 Buyer Asking for Allowance on Prices
16.2 Seller Rejecting Buyer's Counteroffer
16.3 Buyer Insists on Payment by Collectidn
17.1 Asking for Replacement of a Damaged Silk Scarf undera No-return Policy
17.2 Requesting a Correction of an Order on the Assumption that the Buyer is at Fault
17 3 Requesting an Adjustment for Poor Machine Perfor- mance while People Concerned Deny Responsibility
18.1 Reminders of Overdue Payments
18.2 Inquiries for Overdue Payments
18.3 Letters of Urgency for Overdue Payments
18 4 Letters of Ultimatum
19.1 A Sales Letter with an Appeal to Convenience
19.2 A Sales Letter with an Appeal to Pride
19.3 A Sales Letter with an Appeal to Economy Special Goodwill Letters
20.1 A Letter of Appreciation for Arrangement of a Visit
20.2 A Letter of Appreciation to a New Customer
20.3 A Letter Welcoming a Foreign Guest
20 4 A Thank-you Letter for a Pleasant Evening at Someone'sHouse
21.1 Congratulation on Sb's Promotion
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