The document discusses effective business writing and communication. It provides tips for writing emails, proposals, reports and other documents clearly and concisely. Key aspects of effective business writing include organizing information logically, considering your audience, proofreading for errors, using a professional tone, and being brief without omitting important details. The document also outlines best practices for professional telephone etiquette such as introducing yourself, actively listening, speaking with a pleasant tone, and remaining polite even in difficult situations.