Unit 1: Written communication - an overview -- Presentation of the business letter -- Other methods of communication -- Structuring your communications -- Language and tone -- Unit 2: Routine business letters -- Enquiries and replies -- Quotations, estimates and tenders -- Orders and their fulfilment -- Invoicing and settlement of accounts -- Letters requesting payment -- Complaints and adjustment -- Credit and status enquiries -- A typical business transaction -- Unit 3: Special business documents -- Goodwill letters -- Circular letters -- Sales letters and voluntary offers -- Personnel -- Travel and hotels -- Publicity material -- Arranging appointments, meetings and other functions -- Unit 4: Classified business letters -- Agencies -- International trade -- Banking (international business) -- Banking (home business) -- Transport -- Insurance

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