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The Art and Science of Business Communication, 4e, 4th Edition

Name: The Art and Science of Business Communication, 4e, 4th Edition
ISBN: 9789352861842

by P.D. Chaturvedi, Mukesh Chaturvedi

June 2017

Beginner

464 pages

17h 52m

English

Pearson India

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Preface
About the Authors
PART I COMMUNICATION SKILLS
1. Profile of an Effective Communicator
An Analysis of the CaseReview Your learningEndnote
2. Theatre Technique for Effective Communication and Personality Development
What is the Theatre?What is a Play?StorySix Stages of PlayIssuesTheatre and Communication SkillsTheatre TechniqueWhat is Personality?ObjectivesPedagogyAreas CoveredBusiness CommunicationInterpersonal CommunicationOral CommunicationWritten CommunicationBody LanguageInterpersonal RelationsApplication AreasSession-wise PlanEvaluationSoftware and Hardware NeededThe End ProductMethodScript WritingScript ReadingFinal PresentationConclusionSummaryCase: Stanford Prison ExperimentQuestion to AnswerReview Your LearningReflect on Your LearningApply Your LearningSelf-Check Your LearningEndnotes
3. Reading Skills
What is reading?UnderstandingHow do We Read?How Do Our Eyes Move and Pause and Move?Know Your Reading SpeedEnhancement of Reading Ability/Purpose of ReadingThe Nature of Reading Material/The Reading StyleStyles of ReadingSlow Reading StyleNormal Reading StyleRapid Reading Style—SkimmingSurveying—Process of Reading a Book, Long Article, or ReportScanningKnow the Text OrganizationTraining of EyesGuidelines for Effective ReadingDo’sDon’tsReading EfficiencyWatch the Eye MovementSummaryCase: Chorus ReadingReview Your LearningReflect on Your LearningApply Your LearningSelf-Check Your LearningReading ExercisesEndnote
4. Speaking Skills
SpeakingThe Art of SpeakingGoals of SpeakingSpeaking StylesThe Speaking ProcessGuidelines for Developing Speaking SkillsWhat 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 Communication■ INTERCULTURAL COMMUNICATIONOral Communication and Electronic MediaPhonesVoice MailConference CallsCell PhonesVideo ConferencingSummaryCase: Dealing with outsourcing BacklashQuestions to AnswerReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your LearningEndnotes
5. Conversation Skills
What is Conversation?Social ConversationEffective Conversation■ EFFECTIVE 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 TimingSummarizingTransactional Analysis (TA)Psychological Characteristics of Ego StatesApplications of Conversation ControlMeetingsBeing Assertive Without Being AggressiveControlled Response to Conversational AttacksNegotiating Through Conversation ControlSummaryCase: Discussing Vandalism Review Your LearningReflect on Your LearningApply Your LearningQuestions to AnswerSelf-check Your LearningEndnotes
6. Listening Skills
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?Questions to AnswerReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your LearningEndnotes
7. Non-verbal Skills
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 LearningEndnote

8. Writing Skills
The Art of WritingThe Skills Required in Written CommunicationThe Purpose of WritingWriting to InformWriting to Persuade■ INFORMATORY WRITING■ PERSUASIVE WRITINGClarity in Writing■ EXAMPLES OF CLEAR AND UNCLEAR WRITINGPrinciples of Effective WritingAccuracyBrevity■ REWRITING A LETTERLanguage, Tone, and Level of FormalitySummaryCase: On Writing WellReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your LearningEndnotes
PART II BUSINESS COMMUNICATION
9. Nature and Process of Communication
The Role of Communication■ AN 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 CommunicationIncorrect AssumptionsPsychosocial BarriersConditions for Successful CommunicationThe Seven C’s of CommunicationUniversal Elements in Communication■ HOW SENTENCE STRUCTURE AFFECTS MEANINGCommunication and Electronic MediaCommunication and Social MediaSummaryCase: Communication FailureReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your LearningEndnotes
10. 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 LearningEndnotes
11. Cross-cultural Communication
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 CommunicationLanguageCulture■ SAMPLE E-MAILSSummaryCase: Intercultural Lessons from CrashReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your LearningEndnotes
12. 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 Letters■ WRITING 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 Writing■ REDRAFTING A MEMOForm and Layout of Business LettersBusiness-letter StylesLayout and Formatting GuidelinesWriting E-mailsReceiver’s E-mail AccountSubject LineSending Copies■ A SERIES OF E-MAILSSummaryCase: A Reply Sent to an Erring CustomerReview Your LearningReflect on Your LearningApply Your LearningSelf-check your Learning
13. Social Media
IntroductionLet the first ‘Social Media Games’ begin!The Age of Internet Communication ToolsWhat does Social Media mean?Open DiaryWeblogCharacteristics of Social MediaClassification of Social MediaSocial PresenceThe Concept of Self-presentationNature and Scope of Six Types of Social MediaCollaborative ProjectsBlogsContent CommunitiesSocial Networking SitesVirtual Game WorldsVirtual Social WorldsPurpose/Choosing the Most Suitable Social MediaTarget GroupRevisiting the Communication TheorySummaryCase: Was London Olympics 2012 the ‘Social-Olympics’?Review Your LearningReflect on Your LearningApply Your LearningSelf-check Your LearningEndnotes
14. Business Reports
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 Findings GlossaryAppendixBibliography and ReferencesIndexUsing Diagrams and Visual Aids in ReportsUse of TablesIndexUse 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 LearningEndnotes
15. Effective Presentations
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
16. 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
PART III STRUCTURED APPLICATIONS
17. Communication for Effective Marketing
Objectives of Marketing CommunicationTools of Marketing CommunicationSome New Tools of Marketing CommunicationDirect MarketingDirect SellingEvent MarketingExhibit MarketingConsumer, Industrial, and Trade Marketing CommunicationBrand, Institutional, and Corporate Marketing CommunicationMarketing Communication ContinuumIntegrated Marketing CommunicationsSummaryCase: Celebrity Endorsement: Shaken or StirredReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your LearningEndnotes
18. Communication for Effective Negotiations
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 LearningEndnotes
19. Communication for Conflict Managemen
What is Conflict?Armed ConflictCharacteristics of ConflictDynamic Nature of ConflictsState of Tension Emotional Residue of ConflictManagement of ConflictNegative Conflicts and Positive ConflictsCharacteristics of Negative ConflictsCharacteristics of Positive ConflictsInterpersonal Conflict as a General State in Modern LifeCommunication as a Bridge of Interpersonal UnderstandingConflict Management Through CommunicationManagement SkillsCommunication SkillsManaging the Process of Communication in ConflictThe S-TLC Strategy Conflict ManagementPurposive Communication in ConflictVerbal Skills for Communicating in ConflictUse of Personalized LanguageConflict Over Intangible IssuesTangible Issues and ConflictsTrust BuildingSummaryCase: MHAIReview Your LearningReflect on Your LearningApply Your LearningSelf-check Your Learning
20. Communication for Employment
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
21. 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
22. 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
Appendix 1: Grammar, Usage, and Style
Appendix 2: The Process of Research
Appendix 3: A Sample Report
Index

Content preview from The Art and Science of Business Communication, 4e, 4th Edition

CHAPTER 13 Social Media

“To get the most from social platforms we need to know what they do best.”

—Nandini Dias COO, Lodestar UM

Upon completion of this chapter, you should be able to:

Understand the meaning of social media.
Know the use of social media as a universal phenomenon.
Learn different forms of social media.
Know how to choose the most suitable social media for your specific purpose.
Know how the concept of communication is changed by social media.

COMMUNICATION AT WORK

In the London Games 2012, Holly Bleasdale, the British polevaultex, did nothing outstanding. She finished sixth in her event. But Bleasdale achieved a star’s fame when on August 6, she took to a microblogging site to announce to the world that her boy friend ...

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The Art and Science of Business Communication, 4e, 4th Edition

by P.D. Chaturvedi, Mukesh Chaturvedi

CHAPTER 13