Chapter One Introduction
Section 1 Common Characteristics of Effective Business Writing
Section 2 Basic Writing Skills

Chapter Two Business Letters
Section 1 Business Letter Formats
Section 2 Structural Parts of Business Letters
Section 3 Addressing the Envelope

Chapter Three Strategies for Business Correspondence
Section 1 Direct Pattern Outline for Good or Neutral News Letters
Section 2 Indirect Pattern Outline for Bad News Letters
Section 3 Persuasive Letters

Chapter Four Types of Business Letters
Section 1 Letters of Requests, Inquiries and Replies
Section 2 Status Inquiries
Section 3 Order Letters and Acknowledgement Letters.
Section 4 Payment and Shipment
Section 5 Letters of Complaint, Claim and Adjustment

Chapter Five Application Letters and Resumes
Section 1 Cover Letters
Section 2 Resumes

Chapter Six Personal Letters in Business
Section 1 Letters of Appreciation
Section 2 Letters of Congratulations
Section 3 Letters of Introduction
Section 4 Letters of Invitation
Section 5 Letters of Acceptance
Section 6 Letters of Declination
Section 7 Letters of Sympathy
Section 8 Letters of Apology
Section 9 Letters of Recommendation

Chapter Seven Other Forms of Business Communication.
Section 1 Memorandums
Section 2 Social Invitations
Section 3 Notes
Section 4 Notices
Section 5 Agenda
Section 6 Minutes
Section 7 Reports and Proposals
Section 8 Job Description

Chapter Eight Telegram, Telex and Fax
Section 1 Telegram
Section 3 The Fax
Section 4 E-mail

Chapter Nine Oontraet