《高级商务英语教程》

The Aim and Language of a Letter1

1BUSINESS CORRESPONDENCE：BASIC PRINCIPLES1

Conventions and Format2

The Pattern of Correspondence6

General Effectiveness in Writing12

2TRADE NEGOTIATIONS17

Opening the Negotiations：The First Letter of Enquiry17

Alternative Ways of Expressing Oneself24

Responding to Negotiaions：The Letter in Reply26

Alternative Ways of Expressing Oneself31

Placing an Order32

Acknowledging an Order35

Further Negotiations：Requests For Better Terms38

Further Negotiations：Replies to Requests For Better Terms46

Alternative Ways of Expressing Oneself53

Further Negotiations：Agency Agreements54

Language Notes and Exercises68

3 COMPLAINTS AND HOW TO DEAL WITH THEM68

Complaints and Replies in General68

Complaints about Poor Quality and Replies to Them70

Complaints about Poor Service and Replies to Them80

Unjustified Complaints and Replies to Them100

Alternative Ways of Expressing Oneself105

4EMPLOYMENT APPLICATIONS AND REFERENCES113

The Curriculum Vitae or Resumé113

Language Notes and Exercises113

The Letter of Application Enclosing a Curriculum Vitae115

Letters of Application：For a Secretarial Post115

For a Managerial Post122

References131

Language Notes and Exercises143

5 COLLECTION LETTERS143

The First，Second and Third Letters Calling for Overdue Payment143

Alternative Ways of Expressing Oneself162

Functions of Sales Letters165

Language Notes and Exercises165

6SALES LETTERS165

Factors in Planning Sales Letters173

Aims of Sales Letters：Selling by Mail178

Producing Sales Enquiries185

Stimulating Visits to a Showroom190

Creating Goodwill194

Language Notes and Exercises201

7CORRESPONDENCE SUMMARIES201

Methods of Summarisation201

Summarisation as a Whole202

Types of Summary202

Summarisation by Stages203

Worked Examples203

Language Notes and Exercises244

8OTHER FORMS OF WRITTEN COMMUNICATION244

Memoranda：Pattern and Principles244

Types of Memoranda：Giving Instructions245

Asking for Instructions250

Reporting on Action Taken257

Reporting an Incident260

Discussing Company Policy266

Simple Memos271

Proposals275

Heads of Agreement283

Language Notes and Exercises290

9REPORT WRITING290

Full Investigative Reports290

Approaches to Investigative Reports：Terms of Reference291

Preparation292

Organisation293

Writing297

Letters and Memoranda of Transmittal298

Example A：A Full Investigative Report299

Short Reports321

Example B：A Short Report321

Mixed-Form Reports329

Example C：A Mixed-Form Report329

Eye-Witness Reports331

Example D：An Eye-Witness Report331

10 THE PREPARATION AND RECORDING OF MEETINGS337

Preparing the Agenda337

Writing the Minutes338

Approaches to Speaking in Public360

11SPEAKING IN PUBLIC360

Preparation361

Methods of Delivery363

Visual Aids366

Aspects of Presentation：Introduction to a presentation367

The main body of a presentation367

Concluding a presentation368

Answering questions368

Style in presentation369

APPENDICES：A．The Export Trade：Shipping，Payment and Banking Services371

Glossary of Commercial Terms387

B．Jargon to be Avoided393