Part 1 Basics of Business Communication Chapter 1 Understanding Business Communication 1.1 Introduction to Communication 1.1.1 Definition of Communication 1.1.2 Elements of the Communication Process 1.1.3 Classification of Communication 1.2 Introduction to Business Communication 1.2.1 Business Communication Definition 1.2.2 Effective Business Communication 1.3 Verbal and Non-verbal Communication in Business 1.3.1 Verbal Communication 1.3.2 Non-verbal Communication 1.4 Visual Communication Exercises Chapter 2 Intercultural Business Communication 2.1 Introduction to Intercultural Communication 2.1.1 Understanding Cultural Differences 2.1.2 Cultural Differences in Non-verbal Communication 2.1.3 Definition of Intercultural Communication 2.2 Intercultural Communication Skills in Workplace 2.2.1 Barriers to Intercultural Business Communication 2.2.2 Effective Intercultural Communication in Business Exercises Part 2 Routine Business Communication Chapter 3 Writing Business Letters 3.1 Elements of Business Letters 3.1.1 Essential Elements 3.1.2 Optional Elements 3.2 Formats of Business Letters 3.2.1 Basic Styles 3.2.2 Margins and Space 3.3 Envelopes of Business Letters 3.3.1 Contents and Formats of Envelopes 3.3.2 Etiquette of Folding a Business Letter 3.4 Guidelines for Writing Business Letters 3.4.1 Clarity 3.4.2 Conciseness 3.4.3 Correctness 3.4.4 Concreteness 3.4.5 Consideration 3.4.6 Courtesy 3.4.7 Completeness Exercises Chapter 4 Establishment of Business Relations 4.1 Finding Prospective Customers 4.2 Writing Letters to Establish Business Relations 4.2.1 Understand the Structure 4.2.2 Make Your Letter Easy to Read 4.3 Reach Your Customers Online 4.3.1 Company Profile 4.3.2 Description of Products or Services 4.3.3 Make Your Messages Online Appealing Exercises Chapter 5 Formation of Contracts 5.1 Negotiation for Contracts 5.2 Inquiry 5.2.1 Types of Inquiries 5.2.2 Typical Outline of Inquiries 5.2.3 Replies to Inquiries 5.3 Offer 5.3.1 Validity of Offers 5.3.2 Non-Firm Offers 5.3.3 Typical Outline of Offers 5.4 Counter-Offer 5.4.1 Typical Outline of Counter-Offers 5.4.2 Counter-Offer Letter Study 5.4.3 Useful Expressions 5.5 Acceptance 5.5.1 Countersignature 5.5.2 Orders from Buyers 5.5.3 Confirmation of Orders from Sellers 5.5.4 Return of Countersigned Contracts 5.5.5 Extended Skills: to Draft a Contract for International Sale of Goods Exercises Chapter 6 Claim and Resolution 6.1 Claim 6.1.1 Tips for a Well-Qrganized Claim Letter 6.1.2 Claim Letter Study 6.2 Response to Claim 6.2.1 A Letter to Acknowledge the Receipt of Claim 6.2.2 A Letter to Favorably Resolve the Claim 6.2.3 A Letter to Unfavorably Resolve the Claim Exercises Part 3 Reports, Proposals and Presentations Chapter 7 Business Reports and Proposals 7.1 Business Reports 7.1.1 Types and Writing Styles of Business Reports 7.1.2 Writing a Business Report 7.1.3 Components of Business Report 7.2 Proposals 7.2.1 Types of Proposals 7.2.2 Components of a Proposal Exercises Chapter 8 Oral Presentation 8.1 About Business Presentations 8.2 Making Effective Oral Presentations 8.2.1 Steps of Making a Presentation 8,2.2 Developing Presentation Skills Exercises Part 4 Employment Chapter 9 Employment Messages 9.1 Build toward Career
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