The Business Writing Pocketbook 

The Business Writing Pocketbook sets out rules of good practice, style and presentation for all types of written communication, including memos, letters, reports, minutes, proposals, faxes and e-mail. The author begins with advice on what to consider before starting to write. In dealing with the different forms of written communication, Bonny divides his subject into internal and external correspondence. For each type of written document there is advice on both content and presentation. Generic language issues (tone, manner, etc) are dealt with separately, as is the use of illustrations such as charts and diagrams. Marketing communications is covered in the penultimate chapter, followed by notes on spelling, grammar, clichés and such like in the final chapter. Throughout there are examples and self-tests.

The Telephone Skills Pocketbook

The Telephone Skills Pocketbook covers every aspect of using the telephone to improve business performance. It highlights the importance of good communications skills, the need to build rapport, favourite bad habits and how to avoid them, how to take control of a call, how to keep customers happy, and more. There are separate chapters on receiving and making calls. The former includes 10 easy ways to give your caller a bad experience and 10 easy ways to give your caller a good experience. The latter explains how to get through to people and get the information you need, as well as how to complain and negotiate on the 'phone. In conclusion, the author sets out the rules for becoming a telephone 'super-user' and for fulfilling the super-user's oath: 'I will be in charge and make the 'phone work for me; I will seek out time-eaters and destroy them; I will use super-user control techniques at all times'. For more on using the telephone as a selling tool, see The Telesales Pocketbook.