Unit 1: Written communication - an overview -- Presentation of the business documents -- Structuring your communications -- Language and tone -- E-mail -- Unit 2: Routine business documents -- Enquiries and replies -- Quotations, estimates and tenders -- Orders and their fulfilment -- Invoicing and settlement of accounts -- Letters requesting payment -- Credit and status enquiries -- A typical business transaction (correspondence and documents) -- Unit 3: Creative and persuasive documents -- Complaints and adjustments -- Goodwill letters -- Reports and proposals -- Notices, advertisements and information sheets -- Circulars -- Sales letters and voluntary offers -- Publicity material -- Marketing matters -- Business plans -- Meetings documentation -- personnel -- Travel and hotels -- Secretarial and administrative correspondence -- Unit 4: Classified business letters -- Agencies -- International trade -- Banking (home business) -- Banking (international business) -- Transport -- Insurance

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