1. Master the mechanics of writing.
• Spell correctly.
• Punctuate accurately.

2. Refine her style.
• Display professionalism in writing.
• Convey her message clearly.
• Create a sense of flow.
• Keep it concise.
• Pack punch in her prose.
• Strive for excellence.

3. Apply her skills to business challenges.
• Master the methods of business communication.
• Handle the special cases.

1. Assess the climate.
• Understand the issues.
• Determine his role in resolving the conflict.
• Measure costs and rewards.

2. Set the stage.
• Neutralize the situation.
• Gather information.
• Define the conflict clearly.

3. Broker a resolution.
• Promote a win/win scenario.
• Obtain a commitment.

4. Follow up on the resolution.
• Encourage mutual respect.
• End on a positive note.

1. Capture the value of direct communication.
• Break down traditional barriers.
• Provide employees with a management view.
• Demonstrate senior management commitment.
• Gain a fresh perspective on issues.

2. Select appropriate communication methods.
• Hold one-on-one employee interviews.
• Use small groups to discuss issues.
• Make the most of general staff meetings.
• Manage by walking around (MBWA).

3. Maintain credibility with employees.
• Follow through on commitments.
• Expand his employee communication network.

1. Communicate with sensitivity.
• Understand the audience.
• Minimize the language barrier.
• Recognize unspoken communication.

2. Succeed in business.
• Know the market.
• Build business relationships.
• Take account of cultural expectations.
• Conduct effective meetings.
• Deal with diverse negotiating styles.

3. Socialize with confidence.
• Fit in with social customs.
• Celebrate special days.

1. Create, change, and terminate a contract.
• Identify the basic elements of a contract.
• Check laws and spell out terms.
• Learn to change and terminate a contract.
• Understand what performance is.
• Identify basic contract defenses.

2. Be aware of pitfalls.
• Understand when he’s bound by a contract.
• Recognize when performance is excused.

3. Obtain positive results and avoid lawsuits.
• Be fair and seek win-win solutions.
• Understand his basic legal remedies.
• Create contract review policies.

1. Prepare to write.
• Master the special features of e-mail.
• Confirm that e-mail is the best medium.
• Address the message properly.

2. Craft the message.
• Grab the reader's attention.
• Start writing.
• Tailor the message for the Internet.
• Avoid e-mail pitfalls.
• Format the document.

3. Manage her e-mail.
• Protect herself.
• Organize her inbox.