Business Communication for Managers

Table of contents

1. Cover
2. Title Page
3. Contents
4. About the Author
5. Preface
6. 1. Introduction to Business Communication
   1. Effective Communication Effective Communication
   2. Communication Bytes 1.1
   3. Goals of Communication
   4. Point/Counterpoint
   5. One-way and Two-way Communication
   6. Directions of Communication
   7. Channels of Communication
   8. Methods of Communication
   9. Lines of Communication
   10. Communication Networks
   11. New Communication Media
   12. Verbal and Non-verbal Communication
   13. Information Bytes 1.1
   14. Communication Bytes 1.2
   15. The Grapevine
   16. Miscommunication and Communication Failures
   17. Barriers to Communication
       1. The Noise Barrier
       2. The Feedback Problem
       3. The Problem of Media Selection
       4. Mental Barriers
       5. The Problems of Language and Articulation
       6. Physical Barriers
       7. Personal Barriers
       8. Cultural Barriers
       9. Interpersonal Barriers
       10. Information Overload
       11. Passive Listening
   18. Communication Breakdown: Seven Cardinal Mistakes Managers Make
       1. Communicating Without Adequate Preparation
       2. Underestimating the Intelligence of the Audience
       3. Using Inappropriate Channels of Communication
       4. Believing that Words Speak Louder than Actions
       5. Listening Only to Good News
       6. Playing Guessing Games with Employees
       7. Rarely Talking to Employees
       8. Information Bytes 1.2
   19. Communication Barriers and Technology
   20. Facilitating Effective Communication
       1. Develop a Genuine Desire to Communicate
       2. Understand Oneself and Others
       3. Encourage an Open Climate
       4. Develop Strong Internal Communications
   21. Communication Bytes 1.3
   22. Communication Strategy
       1. Summary
       2. Assess Your Knowledge
       3. Use Your Knowledge
       4. Web-based Exercises
       5. Further Reading
7. 2. Theories of Interpersonal and Organizational Communication
   1. Introduction
   2. Point/Counterpoint
   3. Organization of Communication Studies
   4. Attribution Theory
   5. Argumentation Theory
   6. Adaptive Structuration Theory (AST)
   7. Classical Rhetoric
   8. Contagion Theory
   9. Cognitive Dissonance Theory
   10. Elaboration Likelihood Model
   11. Enactment Theory
   12. Framing
   13. Groupthink
   14. Communication Bytes 2.1
   15. Interpretative and Interaction Theories
   16. Language Expectancy Theory
   17. Network Theory and Analysis
   18. Model of Text Comprehension
   19. Priming
   20. Media Richness and Media Naturalness Theories
   21. Reduced Social Cues Approach
   22. Social Presence Theory
   23. Semiotics
   24. Sense-making
   25. Information Bytes 2.1
   26. Symbolic Interactionism
   27. Speech Act Phenomena
   28. Uncertainty Reduction Theory
       1. Summary
       2. Assess Your Knowledge
       3. Use Your Knowledge
       4. Web-based Exercises
       5. Further Reading
8. 3. Interpersonal Communication
   1. Introduction
   2. Defining Interpersonal Communication
   3. An Evolving Model for Interpersonal Communication
   4. Principles of Interpersonal Communication
   5. Barriers to Interpersonal Communication
   6. Point/Counterpoint
   7. Relational Development: The Role of Interpersonal Semantics
      1. The Open Area or the Arena
      2. The Blind Area
      3. The Facade
      4. The Unknown Area
   8. Managerial Implications of the Johari Window
   9. Johari Window, Tuckman Model, and Team Development
      1. Forming
      2. Storming
      3. Norming
      4. Performing
   10. Emotional Intelligence
   11. Communication Bytes 3.1
   12. Getting Along with Others
   13. Information Bytes 3.1
   14. Interpersonal Communication Styles
   15. Interpersonal Communication Under Stress
       1. Fight or Flight
       2. Bases for Selecting a Conflict Communication Mode
       3. Conflict Resolution and Communication
       4. Being Assertive
       5. Summary
       6. Assess Your Knowledge
       7. Use Your Knowledge
       8. Web-based Exercises
       9. Further Reading
9. 4. Analysing Transactions: The Units of Communication
   1. Introduction
   2. Communication Bytes 4.1
   3. The Role of Intonation
   4. Strokes
   5. The Three Ego States
      1. The Parent State
      2. The Child State
   6. Point/Counterpoint
      1. The Adult State
   7. Analysing Transactions
      1. Complementary Transactions
      2. Crossed Transaction
      3. Duplex or Ulterior Transactions
   8. Transactional Analysis and Business
   9. How to Manage Conversations
   10. Structural Analysis
   11. Understanding Ego States
       1. Child State
   12. Information Bytes 4.1
       1. Parent State
       2. Adult State
   13. Certain Habits of Ineffective Conversationalists
       1. Summary
       2. Assess Your Knowledge
       3. Use Your Knowledge
       4. Web-based Exercise
       5. Further Reading
10. 5. The Language of Persuasion
    1. Introduction
    2. Attitudes, Beliefs, Values, and Behaviour
    3. The Process of Persuasion
       1. Step 1: Analyse the Audience
       2. Step 2: Segment the Audience
       3. Step 3: Determine Specific Persuasive Techniques for Specific Audiences
    4. Information Bytes 5.1
       1. Step 4: Commit the Audience to Action
       2. Step 5: Follow Up
    5. Barriers to Persuasion
    6. Point/Counterpoint
    7. Persuasion Strategies At Work
    8. Communication Bytes 5.1
    9. Rhetoric
       1. Ethos
       2. Pathos
       3. Logos
    10. Agree to Disagree Reasonably
        1. Summary
        2. Assess Your Knowledge
        3. Use Your Knowledge
        4. Web-based Exercises
        5. Further Reading
11. 6. Communicating in a Diverse Work Environment
    1. Introduction
    2. Culture
    3. Point/Counterpoint
    4. Information Bytes 6.1
       1. Hierarchy and Status
       2. Teamwork versus Individualism
       3. Punctuality
    5. Communication Bytes 6.1
       1. Technology
       2. Cultural Contexts
    6. Information Bytes 6.2
    7. Concepts of Culture
    8. International Communication
       1. Direct versus Indirect Communication
       2. Accents and Fluency
       3. Chain of Command
    9. Information Bytes 6.3
       1. Physical Aspects
       2. Non-verbal Communication
    10. Proverbs and Culture
    11. Intercultural Communication and the Workplace
    12. Information Bytes 6.4
        1. Cultural Conflicts
        2. Resolving Cultural Conflicts
        3. Working Your Way Out of Challenges
    13. Information Bytes 6.5
        1. Summary
        2. Assess Your Knowledge
        3. Use Your Knowledge
        4. Web-based Exercises
        5. Further Reading
12. 7. Crisis Communication Strategies
    1. Introduction
    2. Conceptual Understanding of a Crisis
    3. Information Bytes 7.1
    4. Dealing with a Crisis
    5. Communication Bytes 7.1
    6. Crisis Communication: A Theoretical Model
    7. Role of Internal Communications in a Crisis
    8. Point/Counterpoint
    9. Some Examples of Companies in Crisis
       1. Toyota Motor Corporation
       2. Maruti Suzuki
       3. Mattel
       4. Cadbury
       5. Nokia
       6. Summary
       7. Assess Your Knowledge
       8. Use Your Knowledge
       9. Web-based Exercises
       10. Further Reading
13. 8. Business Meetings and Negotiations
    1. Introduction
    2. Meetings: A Waste of Time?
    3. Information Bytes 8.1
    4. Meetings: Definition and Types
       1. Skip Level Meetings
       2. Stand-up Meetings or the Daily Scrum
       3. Performance Appraisal Meetings
       4. Annual General Meetings
    5. Key Attributes of a Productive Meeting
    6. A Tentative Model of the Process of Meeting
    7. Meeting Etiquette
    8. Communication Bytes 8.1
    9. Information Bytes 8.2
    10. Do's and Don'ts in a Meeting
    11. Handling Disruptions in Meetings
        1. The Side Talkers
        2. The Ramblers
        3. The Aggressors
        4. The Opponents
        5. The Wallflowers
    12. The Agenda and Minutes of a Meeting
    13. Challenges Before Managers
    14. Negotiation
        1. Planning for the Negotiation
        2. Power Bases in Influencing a Negotiation Process
        3. Presentation of Facts and Evidence
        4. Barriers to the Negotiation Process
        5. Approaches to Negotiation and the Role of Communication
        6. Negotiation Semantics
    15. Point/Counterpoint
        1. Summary
        2. Assess Your Knowledge
        3. Use Your Knowledge
        4. Web-based Exercises
        5. Further Reading
14. 9. Preparing and Delivering Presentations
    1. Introduction
    2. Importance of Presentations
    3. Types of Presentations
    4. Common Problems with Presentations
    5. The Central Tenets of Presentations
    6. Point/Counterpoint
       1. Qualities of an Effective Presenter
    7. Presentation Strategies
       1. Purpose
       2. Audience
       3. Context
       4. Technique
    8. Preparation and Delivery
       1. Collecting Information
       2. Organizing Information
    9. Communication Bytes 9.1
       1. Structure of a Presentation
    10. Opening, Closing, and Sustaining the Presentation
        1. The Opening
    11. Communication Bytes 9.2
        1. The Middle
        2. The Ending
    12. Getting Ready to Deliver a Presentation
        1. Delivery Outline
        2. Stage Fright and Speech Anxiety
        3. How to Deal with Stage Fright Successfully
    13. Information Bytes 9.1
        1. An Ideal Presenter
        2. Body Language and Presentations
        3. Visual Cues
        4. Vocal and Verbal Enhancements in a Presentation
        5. Handling Questions
        6. Preparing Visual Aids
        7. Summary
        8. Assess Your Knowledge
        9. Use Your Knowledge
        10. Web-based Exercises
        11. Further Reading
15. 10. Introduction to Business Writing
    1. Introduction
    2. Poor Writing and Liability
    3. Information Bytes 10.1
    4. Technology and Writing
    5. Academic Writing and Business Writing
    6. Point/Counterpoint
    7. Roadblocks to Writing on the Job
       1. Educational Barriers
       2. Professional Barriers
    8. Grammar
       1. Punctuation: Background
       2. Commas
       3. Colons
       4. Semicolons
       5. Inverted Commas
       6. En Dashes and Em Dashes
    9. Developing Words, Sentences, and Paragraphs
       1. Use Concrete Words
       2. Use Jargon with Care
       3. Use Active Verbs
       4. Use I and We Correctly
       5. Avoid Discriminatory Language
       6. Developing Sentences
       7. Sentences: The Long and Short of It
       8. Direct and Indirect Statements
       9. Positive and Negative Expressions
       10. Organizing Paragraphs
    10. Communication Bytes 10.1
    11. Messages
        1. Sender-centric and Receiver-centric Messages
        2. Information Patterns
    12. Document Layout
        1. Headings and Sub-headings
        2. Chunking
        3. White Space
        4. Typography
    13. Readability: How Clear Is Your Writing?
    14. Written Communication in a Multicultural Environment
    15. Ethical Writing Practices
    16. Information Bytes 10.2
        1. Summary
        2. Assess Your Knowledge
        3. Use Your Knowledge
        4. Web-based Exercises
        5. Further Reading
16. 11. The Writing Strategy
    1. Introduction
    2. Elements of a Communication Strategy
       1. Purpose
    3. Point/Counterpoint
       1. Audience Analysis
    4. Information Bytes 11.1
       1. Context
    5. The Message
    6. Direct and Indirect Approaches
    7. Framing: An Important Communication Skill
       1. The Mental Map
       2. Minto's Pyramid Principle
    8. Parts of a Document
       1. The Value of Introductions
       2. The Middle Section of a Document
       3. The Conclusion of a Document
    9. Logic, Organization, and Persuasion in Writing
       1. Logic
       2. Organization
    10. Communication Bytes 11.1
        1. Persuasion in Writing
    11. Situation Statement
        1. Summary
        2. Assess Your Knowledge
        3. Use Your Knowledge
        4. Web-based Exercises
        5. Further Reading
17. 12. Business Letters, Memorandums, and E-mails
    1. Introduction
    2. Components of a Business Letter
       1. The Date
    3. Point/Counterpoint
       1. Inside Address
       2. Salutation and Complimentary Close
       3. The Title
       4. Subject Line
       5. The Body
       6. The Signature
       7. Enclosures
       8. Cc
       9. The Writer's Address
    4. Business Letter Formats
       1. The Block Format
       2. The Modified Block Format
       3. The Indented Block Format
    5. Purpose of a Business Letter
       1. Cover Letters
       2. Letters of Enquiry
       3. Sales Letters
       4. Offer Letters
       5. Joining Letters
       6. Request Letters
       7. Good News Letters
       8. Bad News Letters
       9. Warning Letters
       10. Welcome Letters
       11. Farewell Letters
       12. Increment Letters
       13. Transfer Letters
    6. Memorandums
       1. The Memo Format
       2. Types of Memos
    7. E-mail Communication
       1. Format
       2. Tips for Effective E-mail Communication
    8. Communication Bytes 12.1
    9. Information Bytes 12.1
    10. The Office Circular, Office Order, and Notice
        1. Office Circular
        2. Office Order
        3. Notice
        4. Summary
        5. Assess Your Knowledge
        6. Use Your Knowledge
        7. Web-based Exercises
18. 13. Planning, Composing, and Writing Reports
    1. Introduction
    2. Qualities of An Ideal Report
    3. Communication Bytes 13.1
    4. Types of Reports
       1. Classification by Requirement
       2. Classification by Length
       3. Classification by Purpose
       4. Classification by Physical Form
    5. Direct and Indirect Reporting Styles
    6. Formal and Informal Reporting Styles
    7. Stages in Report Writing
       1. Pre-writing/Planning Stage
       2. The Writing Stage: Organizational Strategies
       3. Editing and Proofreading
    8. Parts of Report
       1. Report Problem and Title of the Report
    9. Information Bytes 13.1
       1. The Problem Statement
       2. Components of a Formal Report
       3. Writing Findings, Conclusions, and Recommendations
       4. Headings
    10. Visual Aids in Report Writing
    11. A Short Note on Preparing a Summary or an Abstract
    12. Business Proposals
        1. Types of Proposals
        2. Parts of a Proposal
        3. The Process of Submitting a Proposal
    13. Point/Counterpoint
        1. Summary
        2. Assess Your Knowledge
        3. Use Your Knowledge
        4. Web-based Exercises
        5. Further Reading
19. 14. Employment Communication
    1. Introduction
    2. Networking
    3. Correspondence Related to Recruitment
       1. The Cover Letter and Résumé
    4. Communication Bytes 14.1
       1. Other Types of Job Correspondence
       2. Preparing a Résumé
       3. Writing a Résumé
       4. Résumé Formats
    5. Information Bytes 14.1
       1. List of Dos
       2. List of Don'ts
       3. Scannable Résumés and Résumés Sent by E-mail
       4. E-mailing Résumés
    6. Group Discussions
       1. Knowledge
       2. Communication Skills
       3. Team Dynamics
       4. Leadership Skills
       5. Classification of Group Discussions
       6. Evaluating Group Discussions
       7. Real-life Scenarios: Lessons to be Learnt
    7. The Job Interview Process
       1. Types of Interviews
    8. Point/Counterpoint
       1. Preparing for an Interview
       2. Frequently Asked Interview Questions
       3. Interviews: Special Techniques
       4. Summary
       5. Assess Your Knowledge
       6. Use Your Knowledge
       7. Web-based Exercises
       8. Further Reading
20. Appendix 1
21. Appendix 2
22. Appendix 3
23. Appendix 4
24. Appendix 5
25. Appendix 6
26. Appendix 7
27. Notes
28. Acknowledgements
29. Copyright