book

Business Communication, 2nd Edition

by P. D. Chaturvedi, Mukesh Chaturvedi

March 2011

Intermediate to advanced

352 pages

14h 30m

English

Pearson India

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Cover
Title Page
Brief Contents
Contents
About the Authors
Dedication
Preface
Part I Theory of Business Communication
Case Study: The Profile of an Effective Communicator
1. The Nature and Process of Communication
The Role of CommunicationAn Instance of Unclear CommunicationDefining CommunicationClassification of CommunicationThe Purpose of CommunicationCommunication to InformCommunication to PersuadeThe Process of CommunicationThe Linear Concept of CommunicationThe Shannon–Weaver ModelThe Two-way Communication ProcessThe Elements of CommunicationThe Major Difficulties in CommunicationBarriers to CommuncationIncorrect AssumptionsPsychosocial BarriersConditions for Successful CommunicationThe Seven C’s of CommunicationUniversal Elements in CommunicationHow Sentence Structure Affects MeaningCommunication and Electronic MediaCommunication and Social MediaSummaryCase: Communication FailureReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning

2. Organizational Communication
The Importance of Communication in ManagementSome Important Functions of ManagementHow Communication Is Used by ManagersCommunication Concerns of the ManagerHuman NeedsTheory X and Theory YCommunication Training for ManagersCommunication Structures in OrganizationsVertical CommunicationHorizontal CommunicationLine and Staff ManagementFormal CommunicationInformal CommunicationInformation to be Communicated at the WorkplaceSummaryCase: Communication Breakdown at City HospitalReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
3. Intercultural Communication Skills
Globalization and Intercultural CommunicationThe New Global Mantra: Go LocalCultural SensitivityMeetings and Social VisitsGroup BehaviourPaying a VisitAddressing OthersDeveloping Cultural IntelligenceHigh-context CulturesLow-context CulturesTime As a Cultural FactorSpace As a Cultural FactorSome Examples of Cultural DiversityJapanFranceGermanyBrazilGuidelines for Intercultural CommunicationE-Mail and Intercultural CommunicationLanguageCultureSample E-MailsSummaryCase: Intercultural Lessons from CrashReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
Part II Forms of Business Communication
4. Oral Communication
What Is Oral Communication?Importance of Oral Communication SkillsChoosing the Form of CommunicationPrinciples of Successful Oral CommunicationGuidelines for Effective Oral CommunicationBarriers to Effective Oral CommunicationThree Aspects of Oral Communication—Conversing, Listening, and Body LanguageIntercultural Oral CommunicationIntercultural CommunicationOral Communication and Electronic MediaPhonesVoice MailConference CallsCell PhonesVideo ConferencingSummaryCase: Dealing with Outsourcing BacklashReview Your LearningReflect On Your LearningApply Your LearningSelf-check Your Learning
5. Conversation Skills
What Is Conversation?Social ConversationEffective ConversationEffective Conversation: An ExampleConversation ControlControlling the Direction of ConversationManaging Negative ResponsesNoticing and Recognizing Cues and CluesInterpreting Signs and SignalsAvoiding Parallel ConversationPractising Sequential ConversationUsing Reflection and EmpathyCultivating a Sense of TimingSummarizingApplications of Conversation ControlMeetingsBeing Assertive Without Being AggressiveControlled Response to Conversational AttacksNegotiating Through Conversation ControlSummaryCase: Discussing VandalismReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
6. Listening
What Is Listening?How Do We Listen?Listening As a Management ToolThe Process of ListeningFactors that Adversely Affect ListeningLack of ConcentrationUnequal StatusesThe Halo EffectComplexesA Closed MindPoor RetentionPremature Evaluation and Hurried ConclusionsAbstractingSlantCognitive DissonanceLanguage BarrierCharacteristics of Effective and Ineffective ListenersGuidelines for Improving Listening SkillsResponsive ListeningBasic Reflective ResponseBasic Clarification ResponseSummaryCase: Too Busy To Listen?Review Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
7. Non-verbal Communication
What Is Non-verbal Communication?Meta-communicationKinesic CommunicationCharacteristics of Non-verbal CommunicationClassification of Non-verbal CommunicationEkman’s Classification of Communicative MovementsFace FactsPositive GesturesNegative GesturesLateral GesturesResponding to Power PosturingGuidelines for Developing Non-verbal Communication SkillsCommunication BreakdownSummaryCase: Everest Textile MillsReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
8. Written Business Communication
The Art of WritingThe Skills Required in Written CommunicationInformatory WritingThe Purpose of WritingWriting to InformWriting to PersuadePersuasive WritingClarity in WritingExamples of Clear and Unclear WritingPrinciples of Effective WritingAccuracyBrevityLanguage, Tone, and Level of FormalityRewriting A LetterSummaryCase: On Writing WellReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
Part III Types of Written Business Communication
9. Business Letters, Memos, and E-mails
IntroductionWriting Routine and Good-News LettersRoutine Claim Letters and “Yes” RepliesRoutine Request Letters and “Yes” RepliesRoutine Orders and Their “Yes” RepliesGuidelines for a “Yes” ReplyGuidelines for a “No” ReplyWriting Persuasive LettersWriting A Persuasive LetterWriting MemosHow to Write a MemoUses of a MemoEssentials of Good Business Letters and MemosSimplicityClarityConcisenessStandard and Neutral LanguageYou-AttitudeSincerity and ToneEmphasisPlanning, Writing, and Revising: The Three Steps of Successful WritingRedrafting A MemoForm and Layout of Business LettersBusiness-letter StylesLayout and Formatting GuidelinesWriting E-mailsReceiver’s E-mail AccountSubject LineSending CopiesA Series of e-mailsSummaryCase: A Reply Sent to an Erring CustomerReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
10. Report Writing
What Is a Report?The Purpose of a ReportKinds of ReportsThe Terms of ReferenceThe Objectives of a ReportPlanning and Organizing InformationSequencing InformationOutline As a Structuring DeviceWriting ReportsStructure of a ReportBasic and Subsidiary Parts of a ReportShort Management ReportsMemosLettersLong Formal ReportsThe Title PageAcknowledgementsCover LetterLetter of TransmittalTable of ContentsAbstract and Executive SummaryDiscussion and Analysis of FindingsGlossaryAppendixBibliography and ReferencesIndexUsing Diagrams and Visual Aids in ReportsUse of TablesUse of Graphics in ReportsHow to Use Figures and Diagrams in ReportsSummaryCase: Survey Report for India Representative Office of HRC Business School, FranceReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
Part IV Applications of Business Communication
11. Presentation Skills
IntroductionWhat Is a Presentation?Essential Characteristics of a Good PresentationThe Difference Between a Presentation and a LectureThe Difference Between a Presentation and a Written ReportPreparing a PresentationIdentify the Purpose of the PresentationAnalyse the Audience and Identify Their NeedsDesign and Organize the InformationDecide on the Medium of Presentation and Visual AidsTime the PresentationBecome Familiar with the Location of the PresentationDelivering the PresentationRehearsalBody LanguageHandling Questions and DebateTips to Fight Stage FrightSummaryCase: The Presentation EffectReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
12. Negotiation Skills
What Is Negotiation?The Nature of NegotiationThe Need for NegotiationSituations Requiring NegotiationSituations Not Requiring NegotiationFactors Affecting NegotiationLocationTimingSubjective FactorsPersuasive Skills and the Use of You-AttitudeStages in the Negotiation ProcessThe Preparation PhaseThe Negotiation PhaseThe Implementation PhaseNegotiation StrategiesInitial StrategiesDuring the DiscussionReaching an AgreementSummarizingDeadlocksSummaryCase: Farsighted NegotiationReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
13. Business Etiquette
What Is Business Etiquette?IntroductionsSelf-introductionsIntroducing OthersHandshakes and Non-verbal GesturesTelephone/Cell Phone EtiquetteMaking a CallCommon Telephone CourtesiesTelephone Etiquette Observed by Administrative AssistantsTelephone PrecautionsBusiness DiningThe HostThe GuestTable MannersInteraction with Foreign VisitorsBusiness Manners in Different CountriesAmericansEuropeansThe JapaneseArabsIndiansInter-organizational EtiquetteSummaryCase: Cultural SensitivityReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
14. CVs, Personal Interviews, and Group Discussions
Applying for JobsWriting a CVThe Relationship Between a Résumé and an Application LetterThe Résumé of a Recent GraduateHeadingObjectiveEducationWork ExperienceAwards and HonoursActivitiesReferencesSummaryGuidelines for Preparing a Good CVSuitable OrganizationAppropriate LengthDrafting an Application LetterThe First ParagraphThe Second ParagraphThe Third ParagraphGeneral TipsInterviewsTypes of InterviewsWhat Does a Job Interview Assess?Focus of Job InterviewsStrategies for Success at InterviewsAnswers to Some Common Interview QuestionsParticipating in a Group DiscussionLeadershipGD ProtocolDiscussion TechniquesListeningSummaryCase: An Employment InterviewReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
15. Writing a Summer Project Report
IntroductionThe Difference Between Summer Project Reports and Business/Technical ReportsGeneral Guidelines for Writing Summer Project ReportsObjectiveSelection of a ProblemThe Role of Summer Project MentorsWriting the Project ProposalComponents of the Summer Project ReportCover and Title PageApproval of Organization and Faculty GuidesAbstractAcknowledgementsTable of ContentsList of Tables, Figures, Appendices, and AbbreviationsChapter I: IntroductionChapter II: Research DesignChapter III: Results and ConclusionsChapter IV: RecommendationsReferencesAppendicesProject PresentationSummaryCase: Executive Summary of a Consumer Behaviour StudyReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
16. Written Analysis of Cases
What Is a Case?Characterstics of a Case and its AnalysisThe Process of Case AnalysisStep 1: Study the CaseStep 2: Identify the ProblemStep 3: Define the ProblemStep 4: Identify the Causes of the ProblemStep 5: Develop Alternative SolutionsStep 6: Evaluate the AlternativesStep 7: Develop a Plan of ActionRequirements for a Case AnalysisAnalysis of Communication Breakdown at City HospitalThe Structure of a Written Case AnalysisSummaryCase: Accepting a ContractReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
Appendix 1: Grammar, Usage, and Style
Appendix 2: The Process of Research
Appendix 3: A Sample Report
Notes
Acknowledgements
Copyright

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Part II

Forms of Business Communication

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Business Communication, 2nd Edition

by P. D. Chaturvedi, Mukesh Chaturvedi