la Bee ane) eC aca Groraahaatarca el Correspondence A. Ashleywav aueune 10 11 12 2B 15 Introduction Letters, faxes, and emails Content and style Enquiries Replies and quotations Orders Payment Complaints and adjustments Credit Banking ‘Agents and agencies Transportation and shipping Insurance ‘Miscellaneous correspondence ‘Memos and reports Personnel appointments ‘Answer key Glossary Index pages 29 38 a 6 99 “7 7 168 18s a 2a 266 282 288 297 $]Ua}U0)Cammpandence, whether itis byleter fax or Sra Sakey aspect ofthe world ofcommerce sztbusiness Itreflectson the competence and satexinalism ofthe person who has written = anethe company he or she work for lear, ‘#fecawe correspondence isan important part -Fammang an efficient busines, andcan mamete good relations, Unclear or confusing ssxmespondence can cause many problems, zat camlead to misunderstandings delays ‘sx puemess,and poor relations between sneteaduals departments, ane companies ‘aesefore- writing skills whatis written and stow:t ws expressed-should be as much apart sf a usness education as accountancy of a ‘he Orford Handbook of Commercial orespondenceis tence for people who ‘seed to waite commercial correspondence in Each spar oftheir work and for students ‘Fhusmess and commerce who plan tomakea ‘erm the business world I aims to provide acca helpin writing commercial smosspondence ofall kinds ncludingletters, ‘aes eras reports, memos, social saespondetice,and application letters and cms Rexplains how to write clearly and ‘Becvely and demonstrates how tis pssibie ‘we poite without seeming timid direct yet swe ade_concise rather than abrupt and firm scract inflexible ‘Users of earlier editions ofthis book will swe that, whet etainsthecore elements = mevios ecitions thisthicd edition has been ‘eveed and updated toreflectchangesand ‘Sereigpmentsin commercial correspondence, == zatcula the wider use of erailin the mumess world ‘he book deals with the structure, secsextation, content. and styl ofall kinds of ssrspondence I covers various types of “Saesaction including enquiries, quotations, sxéers payments, credit complaints, and sjestments,and provides background ‘zzcmation and examples of commercial czzespondence from the main typesof ‘Summerial organization for example banks, _zsurance companies, agencies, and companies involved in transportation, including shipping. For the purposes of this book, we have chosen the blocked style of correspondence with no punctuation and have used some representative styles of presentation and layout. You may find other ways of doing things which are perfectly acceptable, and individual companies may have their own preferred style for correspondence, The mast important thingis tobe clear and consistent in whatever you choose todo. Unit: introduces the three main kinds of, commercial correspondence ~letters, faxes, and emails. The characteristic features of each are illustrated with examples, and guidance is given on when each kind should be used. Unit 2, again fully illustrated with examples, deals ‘with the important areas of content and style, Each unit thereafter follows the same pattern: = An introduction tothe topics covered in the unit, and an explanation of key terminology and the functions of the organizations likely tobe involved. — Ananalysisof the objectives to aim for when you are writing, with, where appropriate, lists of alternative phrases, sentences, or paragraphs which you can substitute in different situations. — Example correspondence and transactions, ‘together with comprehension questions focusingon content, vocabulary style, and the roles of the correspondents. ~ Atthe end of the unit, summary of key Information in Points to remember’ to refresh your memory, ‘Atthe back ofthe book you will find: —An answer key to the comprehension questions. — Anew glossary of useful business and commercial vocabulary to help you consolidate and build your knowledge. —Arevised and extended indexto help you access information throughout the book quickly and easily, The accompanying Workbook provides supplementary practice material. uolpNposzUy