Video-Enhanced On-line Advanced Business Communication

• Introduction
• Principles of Business Writing
• 4 Stages of Writing
• Using Mind Maps and Writing Plan
• Business Correspondence
• Common Mistakes in Business Letter Writing
• Presentation of Business Documents
• Parts of a Business Letter
• Business Letter Formats
• Styles in Business Correspondence
• Open Punctuation
• Memos
• Fax Messages
• Structuring Your Communication
• Introduction
• Details
• Response or Action
• Closure
• Language and Tone
• The Weakest Link in Your Business Writing
• Ten Steps to Good Business Writing
• E-mail
• The Explosive Growth of E-Mail
• Seven Deadly Sins of Working with E-Mail
• The Good, the Bad and the Ugly of E-Mail
• The Weakest Link in Your E-Mails
• How Can You Make E-Mail Work For You?
• Customer Care and E-Mail
• Creating Electronic Rapport
• E-Mail @ Work
• Netiquette

Drafting Common Business Documents

• Inquiries and Replies
• Requests for Catalogues and Price Lists
• General Enquiries and Replies
• Requests for Goods on Approval
• Visits by Travelers
• Requests for Concessions
• Quotations, Estimates and Tenders
• Terminology
• Routine Quotations
• Quotations Subject To Conditions of Acceptance
• Tabulated Quotations
• Estimates and Specifications
• Tenders
• Quotations Not Accepted or Amended
• Follow-Up Letters
• Orders and Their Fulfilment
• Placing Orders
• Routine Orders
• Acknowledging Orders
• Declining Orders
• Counter-Offers from Suppliers
• Packing and Dispatch
• Invoicing and Settlement of Account
• Invoices and Adjustments
• Pro Forma Invoices
• Debit and Credit Notes
• Statements of Account
• Varying the Terms of Payment
• Methods of Payment
• Letters Requesting Payment
• Tone
• Late Payments
• Collection Letters:
• Credit and Status Inquiries
• Reasons for Credit
• Disadvantages of Credit
• Requests for Credit
• Business References
• Status Enquiries
• Replies to Status Enquiries
• A Typical Business Transaction
• Request for Quotation
• Supplier's Quotation
• Request for Permission to Quote Company As A Reference
• Permission Granted
• Order
• Supplier's Acknowledgement
• Advice Note
• Consignment Note
• Delivery Note Invoice Debit and Credit Notes
• Statement of Account
• Payment
• Receipt

• Complaints and Adjustments
• Handling Complaints
• Complaints Concerning Goods
• Complaints Concerning Delivery
• Cancelling Orders
• Personal Complaints
• Goodwill Messages
• General Goodwill Letters
• Letters of Apology
• Letters in Which Tone Is Particularly Important
• Letters of Thanks
• Letters of Congratulation
• Letters of Condolence and Sympathy
• Reports and Proposals
• Introduction to Reports and Proposals
• The Plain English Guide to Writing Reports
• Notices, Advertisements and Information Sheets
• Notices
• Advertisements
• Leaflets and Information Sheets
• Design Skills
• Circulars
• Circulars Announcing Changes in Business Organization
• Circulars Announcing Changes in Business Partnerships
• Letters Announcing Change of Representatives
• Internal Circulars to Staff
• Circulars with Reply Forms
• Sales Letters and Voluntary Offers
• The Weakest Link in Your Sales Letters
• Successful Sales Letters
• Specimen Sales Letters
• Voluntary Offers
• Publicly Materials
• Press Releases
• Newsletters
• Writing Skills
• Marketing Matters
• Identifying Your Audiences
• Why Is Customer Care So Important?
• Customer Care through Internet and E-Mail
• Marketing through the Web
• Business Plan
• Components of a Business Plan
• Meetings Documentation
• Notice and Agenda
• Minutes of Meetings
• Types of Minutes
• Personnel
• Letters of Application
• Testimonials
• Favourable References
• Unfavourable References
• Interview Letters
• Offers of Appointment
• Termination of Employment
• Sundry Personnel Matters
• Presenting Data and Statistics through Graph, Table, Chart and Diagram