Building Goodwill
http://highered.mcgraw-hill.com/olc/dl/34269/loc69587_ch02.pdf

Locker, Kitty O.
McGraw-Hill
2003

Abstract:

This is chapter two from the 6th Edition of Business and Administrative Communication, developed to teach you how to communicate effectively and improve your written and oral business communication skills. This knowledge will help you in your courses and, more importantly, in your future career. Throughout this text, several pedagogical elements appear to teach readers about all the aspects of business communication. These examples in their many formats are found in every chapter and provide excellent real-world examples to underscore key concepts throughout the text.