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chapter 1 basic knowledge of business letter writing
  1.1 internal communication network
  1.1.1 formal communication channels
  1.1.2 informal communication channels
  1.2 external communication network
  1.2.1 formal contacts with outsiders
  1.2.2 informal contacts with outsiders
  1.3 principles of business communication
  1.4 format & elements of a business letter
  1.4.1 format of a business letter
  1.4.2 elements of a business letter
  1.4.3 envelope addressing
chapter 2 internal communication in writing
  2.1 notices
  2.1.1 format of a notice
  2.1.2 types of notices
  2.2 notes
  2.2.1 format of a note
  2.2.2 types of notes
  2.3 memos
  2.3.1 format of a memo
  2.3.2 types of memos
  2.4 agenda
  2.5 minutes
  2.5.1 format ofaminute
  2.5.2 types of minutes
chapter 3 telecommunication
  3.1 telex
  3.1.1 format of a telex
  3.1.2 rules for writing a telex
  3.1.3 composing a telex
  3.2 fax
  3.3 e-mail
  3.3.1 advantages of an e-mail
  3.3.2 format ofane-mail
chapter4 establishing business relations
  4.1 letter of request
  4.2 status inquiry
chapter 5 inquiries and offers
  5.1 inquiries
  5.2 offers
chapter 6 response to an offer/quotation
  6.1 entire acceptance
  6.2 conditional acceptance/counteroffer
  6.3 offer declined
chapter 7 terms of payment
  7.1 remittance
  7.1.1 types of remittance
  7.1.2 application of remittance
  7.2 collection
  7.3 letter of credit
  7.3.1 parties concerned in an l/c
  7.3.2 process of issuance and operation of an l/c
  7.3.3 types of l/c
  7.4 rules for writing letters concerning payment by l/c
chapter 8 insurance
chapter 9 packing and marking
chapter 10 shipment
chapter 11 complaints and claims
appendix i business contracts/agreements
appendix 2 business reports
references