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Part 1 Basics of Business Communication

Chapter 1 Understanding Business Communication 3

1.1 Introduction to Communication 3

1.1.1 Definition of Communication 3

1.1.2 Elements of the Communication Process 3

1.1.3 Classification of Communication 5

1.2 Introduction to Business Communication 6

1.2.1 Business Communication Definition 6

1.2.2 Effective Business Communication 7

1.3 Verbal and Non-verbal Communication in Business 7

1.3.1 Verbal Communication 8

1.3.2 Non-verbal Communication 16

1.4 Visual Communication 18

Exercises 24

Chapter 2 Intercultural Business Communication 29

2.1 Introduction to Intercultural Communication 29

2.1.1 Understanding Cultural Differences 29

2.1.2 Cultural Differences in Non-verbal Communication 32

2.1.3 Definition of Intercultural Communication 34

2.2 Intercultural Communication Skills in Workplace 34

2.2.1 Barriers to Intercultural Business Communication 34

2.2.2 Effective Intercultural Communication in Business 37

Exercises 40

Part 2 Routine Business Communication

Chapter 3 Writing Business Letters 49

3.1 Elements of Business Letters 49

3.1.1 Essential Elements 49

3.1.2 Optional Elements 54

3.2 Formats of Business Letters 57

3.2.1 Basic Styles 57

3.2.2 Margins and Space 59

3.3 Envelopes of Business Letters 60

3.3.1 Contents and Formats of Envelopes 60

3.3.2 Etiquette of Folding a Business Letter 61

3.4 Guidelines for Writing Business Letters 63

3.4.1 Clarity 63

3.4.2 Conciseness 64

3.4.3 Correctness 65

3.4.4 Concreteness 66

3.4.5 Consideration 66

3.4.6 Courtesy 67

3.4.7 Completeness 68

Exercises 68

Chapter 4 Establishment of Business Relations 70

4.1 Finding Prospective Customers 70

4.2 Writing Letters to Establish Business Relations 71

4.2.1 Understand the Structure 72

4.2.2 Make Your Letter Easy to Read 74

4.3 Reach Your Customers Online 76

4.3.1 Company Profile 76

4.3.2 Description of Products or Services 78

4.3.3 Make Your Messages Online Appealing 78

Exercises 79

Chapter 5 Formation of Contracts 81

5.1 Negotiation for Contracts 81

5.2 Inquiry 82

5.2.1 Types of Inquiries 82

5.2.2 Typical Outline of Inquiries 82

5.2.3 Replies to Inquiries 83

5.3 Offer 85

5.3.1 Validity of Offers 85

5.3.2 Non-Firm Offers 86

5.3.3 Typical Outline of Offers 87

5.4 Counter-Offer 88

5.4.1 Typical Outline of Counter-Offers 88

5.4.2 Counter-Offer Letter Study 89

5.4.3 Useful Expressions 91

5.5 Acceptance 92

5.5.1 Countersignature 92

5.5.2 Orders from Buyers 93

5.5.3 Confirmation of Orders from Sellers 94

5.5.4 Return of Countersigned Contracts 96

5.5.5 Extended Skills: to Draft a Contract for International Sale of Goods 96

Exercises 99

Chapter 6 Claim and Resolution 102

6.1 Claim 102

6.1.1 Tips for a Well-organized Claim Letter 102

6.1.2 Claim Letter Study 103

6.2 Response to Claim 104

6.2.1 A Letter to Acknowledge the Receipt of Claim 104

6.2.2 A Letter to Favorably Resolve the Claim 105

6.2.3 A Letter to Unfavorably Resolve the Claim 105

Exercises 106

Part 3 Reports, Proposals and Presentations

Chapter 7 Business Reports and Proposals 111

7.1 Business Reports 111

7.1.1 Types and Writing Styles of Business Reports 111

7.1.2 Writing a Business Report 114

7.1.3 Components of Business Report 119

7.2 Proposals 128

7.2.1 Types of Proposals 128

7.2.2 Components of a Proposal 129

Exercises 132

Chapter 8 Oral Presentation 135

8.1 About Business Presentations 135

8.2 Making Effective Oral Presentations 137

8.2.1 Steps of Making a Presentation 137

8.2.2 Developing Presentation Skills 152

Exercises 156

Part 4 Employment

Chapter 9 Employment Messages 163

9.1 Build toward Career 163

9.1.1 Analyze What You Have to Offer 163

9.1.2 Make Yourself More Desirable to Employers 164

9.2 Create your Résumé 165

9.2.1 Plan your Résumé 165

9.2.2 Write Your Résumé 166

9.2.3 Polish Your Résumé 171

9.3 Customize Your Cover Letter 172

9.3.1 Solicited and Unsolicited Cover Letters 172

9.3.2 Online Application Form 176

Exercises 176

Chapter 10 Job Interview 179

10.1 Understand Job Interviews 179

10.1.1 Purposes of Job Interviews 179

10.1.2 Types of Job Interviews 180

10.2 Prepare for and Ace Job Interviews 182

10.2.1 Preparing for the Interview 182

10.2.2 During the Interview 190

10.3 Follow up Job Interviews 192

10.3.1 Follow-up Messages 192

10.3.2 Letters of Acceptance, Rejection and Resignation 194

Exercises 197

References 199