CHAPTER 7 ROUTINE LETTERS AND GOODWILL MESSAGESCase Study:Communication in Process:Ben Jerrys uses Routine Letters to Sweeten Relations With CustomersStrategies for Routine LettersDirect Request LettersChecklist for Writing Direct RequestsDirect Reply LettersEthical Insights:Using Cautionin Writing Letters of RecommendationRecommendationChecklist for Writing Direct RepliesWriting Winning Goodwill MessagesChecklist for Writing Goodwill MessagesWriting Intemational LettersCase Study:Process to Product:Applying Your Skills atBen JerrysSummary of Leaming BbjectivesChapter ReviewCritical ThinkingActivitiesWORDS nOTESCHAPTER 8 ROUTINE MEMOS AND EMAIL MESSAGESCase Study:Communication in Process:Getting Facts on Record at Shore Memorial HospitalWriting Routine Memos and E-Mail MessagrsTech Talk:Not exactly a Paperless Office,But closeUsing Email EffectivelyCareer Coach:E-Mail Netiquette-Courtesy in CyberspaceKinds of MemosCase Study:Process in Progress:Shore Memorial Hospital RevisitedChecklist for Wrting Routine Memos and E-mail MessagesCase Study:Process to Product:Applying Your Sklls at Shore Memorial HospitalSummary of Leaming ObijectivesChapter ReviewCritiacal ThinkingActivitiesWord NotesCHAPTER 9 PERSUASIVE AND SALES MESSAGESCase Study:Communication in Process:Amazon.com Learns How to Persuade its Web CustomersLearns How TO persuade Its Web CustomersStategies for Making PERSUASIVE rEQUESTSCareer Coach:Seven Rules Every Persuader Should KnowEthical Insights:Whats Fair in Persuasion?Avoiding Common Logical FallaciesWriting Successful Persuasive RequestsCase Srudy:Process in Progress:Amazon.com RevisitedChecklist for Making Persuasive RequestsPlanning and Composing Sales LettersDveveloping Persiuasive News ReleasesCase Study:Process to Product:Applying Yours SkllsAmaxzon.comSummary of Learning ObjectivesChapter ReviewCritical ThinkingActivitiesWords NotesCHAPTER 10 NEGATIVE MESSAGES���� CHAPTER 11 REPORT PLANNING AND RESEARCHCHAPTER 12 EMPLOYMENT COMMUNICATIONWords Notes