Contents
Introduction ix
1 Basic Training 1
Organize Your Thoughts 1
Analyze Your Audience 7
Be Clear and Concise 11
Keep It Simple 24
Accentuate the Positive 31
Avoid Certain Words 38
Add a Personal Touch 46
Tailor Your Content 49
2 Composition 51
Use Correct Formats 51
Business Letter Formats 52Parts of a Business Letter 59
Memorandums 62
Electronic Correspondence 70
International Correspondence 79
Salutations and Closings 81
Resumes and Cover Letters 86
Paper and Envelopes 100
3 Sample Letters 103
Acknowledgments 104
Adjustments 106
Announcements 108
Apologies 110
Appointments 112
Appreciation 113
Collection 114
Complaints 118
Confirmations 120
Credit 122
Employees 126
Follow-Up 129
Goodwill 130
Guest Speaker 132
Haven’t Heard from You in a While 133
Inquiries 134
Instructions 136
Introduction 138
Invitations 139
Motivational 141
Orders 142
Proposals 143
Reassurance 145
Recommendations 147
Reference 150
Refusal 152
Reminders 154
Reports 155
Requests 158
Reservations 16Sales 162
Sympathy 164
Thank You 165
Transmittals 167
Welcome 169
4 Grammar 171
Parts of Speech 172
Sentences 201
Punctuation 204
Capitalization 217
Spelling 219
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