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CHAPTER 7 ROUTINE LETTERS AND GOODWILL MESSAGES
Case Study:Communication in Process:Ben Jerry's uses Routine Letters to Sweeten Relations With Customers
Strategies for Routine Letters
Direct Request Letters
Checklist for Writing Direct Requests
Direct Reply Letters
Ethical Insights:Using Cautionin Writing Letters of Recommendation
Recommendation
Checklist for Writing Direct Replies
Writing Winning Goodwill Messages
Checklist for Writing Goodwill Messages
Writing Intemational Letters
Case Study:Process to Product:Applying Your Skills at
Ben Jerry's
Summary of Leaming Bbjectives
Chapter Review
Critical Thinking
Activities
WORDS nOTES
CHAPTER 8 ROUTINE MEMOS AND EMAIL MESSAGES
Case Study:Communication in Process:Getting Facts on Record at Shore Memorial Hospital
Writing Routine Memos and E-Mail Messagrs
Tech Talk:Not exactly a Paperless Office,But close
Using Email Effectively
Career Coach:E-Mail Netiquette-Courtesy in Cyberspace
Kinds of Memos
Case Study:Process in Progress:Shore Memorial Hospital Revisited
Checklist for Wrting Routine Memos and E-mail Messages
Case Study:Process to Product:Applying Your Sklls at Shore Memorial Hospital
Summary of Leaming Obijectives
Chapter Review
Critiacal Thinking
Activities
Word Notes
CHAPTER 9 PERSUASIVE AND SALES MESSAGES
Case Study:Communication in Process:Amazon.com Learns How to Persuade its Web Customers
Learns How TO persuade Its Web Customers
Stategies for Making PERSUASIVE rEQUESTS
Career Coach:Seven Rules Every Persuader Should Know
Ethical Insights:What's Fair in Persuasion?Avoiding Common Logical Fallacies
Writing Successful Persuasive Requests
Case Srudy:Process in Progress:Amazon.com Revisited
Checklist for Making Persuasive Requests
Planning and Composing Sales Letters
Dveveloping Persiuasive News Releases
Case Study:Process to Product:Applying Yours Sklls
Amaxzon.com
Summary of Learning Objectives
Chapter Review
Critical Thinking
Activities
Words Notes
CHAPTER 10 NEGATIVE MESSAGES
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CHAPTER 11 REPORT PLANNING AND RESEARCH
CHAPTER 12 EMPLOYMENT COMMUNICATION
Words Notes
