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Communications is the key to success in any business. Whether you are trying to sell a product, answer a query or complaint from a customer or convince your colleagues to follow a certain course of action, good communication often means the difference between success and failure. This book is written for everyone who wants to master the skill of good communication in business - from business people and government officials to business students and English language learners. It is: A self-help guide for people in business or at work who want to improve their communication skills A resource for business students at tertiary level, especially students of the new business vocational diploma A guide to resource for students in other countries who may wish, or need, to learn business English as part of their general business course. The aim of this book is to give a good grounding in writing and speaking English in business situations, including: Constructing sentences and paragraphs Planning what you are going to say Laying out documents, including letters, memos, e-mails, reports and incorporating tables and charts Achieving good business style Making and answering requests, writing sales letters, making and answering complaints, clarifying complex problems, presenting reports, making presentations and conducting meetings Avoiding common grammatical and punctuation mistakes Aiding correct spelling and vocabulary including commonly misspelt and confused words. About the Author Michael Bennie is an English graduate, with many years' practical experience of communicating in business, both in government and in industry. He was Course Director of a distance learning business English course run by Rapid Results College and now teaches both general and business English at a language school in Torquay. Table of Contents Communicating in business The Functions of Business Communication Written and Spoken Communication in Business Business and Other Styles of Communication cPlanning what you are going to say Your Reasons for Writing or Speaking Getting the Right Reaction Assembling and Ordering Your Information and Arguments Laying out documents Letters Memos and E-mails Reports Incorporating Tables and Charts Constructing sentences and paragraphs What Is a Sentence? Building Sentences into Paragraphs How Sentences and Paragraphs Affect the Way You Speak Good business style Using the Right Tone Choosing the Right Words Speaking Clearly Techniques for different occasions Making Requests Answering Requests Writing Sales Letters Conducting Meetings Making Complaints Answering Complaints Clarifying Complex Problems Writing Reports Making Presentations Common grammatical mistakes Nouns and Pronouns Verbs Adjectives and Adverbs Prepositions Conjunctions Phrases and Clauses Punctuation Full Stops Commas Semicolons Colons Brackets Dashes Apostrophes Quotation Marks Exclamation Marks Question Marks Hyphens Spelling and vocabulary Commonly Misspelt Words Commonly Confused Words Answers to Exercises Further reading.