Business Communication : Concepts, Cases and Applications (for Chaudhary Charan Singh University)

Cover
Contents
Syllabus
Preface
About the Authors
Part I: Theory of Business Communication
	Case Study: The Profile of an Effective Case Study Communicator
	Chapter 1: The Nature and Process of Communication
		The Role of Communication
		An Instance of Unclear Communication
		Defining Communication
		Classification of Communication
		The Purpose of Communication
			Communication to Inform
			Communication to Persuade
		The Process of Communication
			The Linear Concept of Communication
			The Shannon–Weaver Model
			The Two-way Communication Process
		The Elements of Communication
		The Major Difficulties in Communication
		Barriers to Communication
			Incorrect Assumptions
			Psychosocial Barriers
		Conditions for Successful Communication
		The Seven C’s of Communication
		Universal Elements in Communication
		How Sentence Structure Affects Meaning
		Communication and Electronic Media
		Communication and Social Media
		Summary
		Case: Communication Failure
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
		Endnotes
	Chapter 2: Organizational Communication
		The Importance of Communication in Management
			Some Important Functions of Management
			How Communication Is Used by Managers
		Communication Concerns of the Manager
			Human Needs
			Theory X and Theory Y
		Communication Training for Managers
		Communication Structures in Organizations
			Vertical Communication
			Horizontal Communication
		Line and Staff Management
			Formal Communication
			Informal Communication
		Information to be Communicated at the Workplace
		Summary
		Case: Communication Breakdown at City Hospital
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
		Endnotes
Part II: Forms of Business Communication
	Chapter 3: Oral Communication
		What is Oral Communication?
			Importance of Oral Communication Skills
			Choosing the Form of Communication
			Principles of Successful Oral Communication
			Guidelines for Effective Oral Communication
			Barriers to Effective Oral Communication
		Three Aspects of Oral Communication—Conversing, Listening, and Body Language
		Intercultural Oral Communication
		Intercultural Communication
		Oral Communication and Electronic Media
			Phones
			Voice Mail
			Conference Calls
			Cell Phones
			Video Conferencing
		Summary
		Case: Dealing with Outsourcing Backlash
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
		Endnotes
	Chapter 4: Listening
		What is Listening?
			How Do We Listen?
			Listening As a Management Tool
		The Process of Listening
		Factors that Adversely Affect Listening
			Lack of Concentration
			Unequal Statuses
			The Halo Effect
			Complexes
			A Closed Mind
			Poor Retention
			Premature Evaluation and Hurried Conclusions
			Abstracting
			Slant
			Cognitive Dissonance
			Language Barrier
		Characteristics of Effective and Ineffective Listeners
		Guidelines for Improving Listening Skills
		Responsive Listening
			Basic Reflective Response
			Basic Clarification Response
		Summary
		Case: Too Busy to Listen?
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
		Endnotes
	Chapter 5: Non-verbal Communication
		What is Non-Verbal Communication?
			Meta-communication
			Kinesic Communication
		Characteristics of Non-Verbal Communication
		Classification of Non-Verbal Communication
			Ekman’s Classification of Communicative Movements
			Face Facts
			Positive Gestures
			Negative Gestures
			Lateral Gestures
		Responding to Power Posturing
		Guidelines for Developing Non-Verbal Communication Skills
		Communication Breakdown
		Summary
		Case: Everest Textile Mills
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
		Endnote
	Chapter 6: Written Business Communication
		The Art of Writing
		The Skills Required in Written Communication
		Informatory Writing
		The Purpose of Writing
			Writing to Inform
			Writing to Persuade
		Persuasive Writing:
		Clarity in Writing
		Examples of Clear and Unclear Writing
		Principles of Effective Writing
			Accuracy
			Brevity
			Language, Tone, and Level of Formality
		Rewriting a Letter
		Summary
		Case: on Writing Well
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
		Endnotes
Part III: Types of Written Business Communication
	Chapter 7: Business Letters, Memos, and E-mails
		Introduction
		Writing Routine and Good-News Letters
			Routine Claim Letters and “Yes” Replies
			Routine Request Letters and “Yes” Replies
			Routine Orders and Their “Yes” Replies
			Guidelines for a “Yes” Reply
		Writing Persuasive Letters
		Writing a Persuasive Letter
		Writing Memos
			How to Write a Memo
			Uses of a Memo
		Essentials of Good Business Letters and Memos
			Simplicity
			Clarity
			Conciseness
			Standard and Neutral Language
			You-Attitude
			Sincerity and Tone
			Emphasis
			Planning, Writing, and Revising: The Three Steps of Successful Writing
		Redrafting a Memo
		Form and Layout of Business Letters
			Business-letter Styles
			Layout and Formatting Guidelines
		Writing E-Mails
			Receiver’s E-mail Account
			Subject Line
			Sending Copies
		A Series of E-Mails
		Summary
		Case: A Reply Sent to an Erring Customer
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
	Chapter 8: Report Writing
		What is a Report?
		The Purpose of a Report
		Kinds of Reports
		The Terms of Reference
		The Objectives of a Report
		Planning and Organizing Information
			Sequencing Information
			Outline As a Structuring Device
		Writing Reports
			Structure of a Report
			Basic and Subsidiary Parts of a Report
		Short Management Reports
			Memos
			Letters
		Long Formal Reports
			The Title Page
			Acknowledgements
			Cover Letter
			Letter of Transmittal
			Table of Contents
			Abstract and Executive Summary
			Discussion and Analysis of Findings
			Glossary
			Appendix
			Bibliography and References
			Index
		Using Diagrams and Visual Aids in Reports
			Use of Tables
			Use of Graphics in Reports
			How to Use Figures and Diagrams in Reports
		Summary
		Case: Survey Report for India Representative Office of HRC Business School, France
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
		Endnotes
Part IV: Applications of Business Communication
	Chapter 9: Presentation Skills
		Introduction
		What is a Presentation?
			Essential Characteristics of a Good Presentation
			The Difference Between a Presentation and a Lecture
			The Difference Between a Presentation and a Written Report
		Preparing a Presentation
			Identify the Purpose of the Presentation
			Analyse the Audience and Identify Their Needs
			Design and Organize the Information
			Decide on the Medium of Presentation and Visual Aids
			Time the Presentation
			Become Familiar with the Location of the Presentation
		Delivering the Presentation
			Rehearsal
			Body Language
			Handling Questions and Debate
			Tips to Fight Stage Fright
		Summary
		Case: the Presentation Effect
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
	Chapter 10: Business Etiquette
		What is Business Etiquette?
		Introductions
			Self-introductions
			Introducing Others
			Handshakes and Non-verbal Gestures
		Telephone/Cell Phone Etiquette
			Making a Call
			Common Telephone Courtesies
			Telephone Etiquette Observed by Administrative Assistants
			Telephone Precautions
		Business Dining
			The Host
			The Guest
			Table Manners
		Interaction with Foreign Visitors
		Business Manners in Different Countries
			Americans
			Europeans
			The Japanese
			Arabs
			Indians
		Inter-Organizational Etiquette
		Summary
		Case: Cultural Sensitivity
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
	Chapter 11: CVs, Personal Interviews, and Group Discussions
		Applying for Jobs
		Writing a CV
		The Relationship Between a Résumé and an Application Letter
		The Résumé of a Recent Graduate
			Heading
			Objective
			Education
			Work Experience
			Awards and Honours
			Activities
			References
			Summary
		Guidelines for Preparing a Good CV
			Suitable Organization
			Appropriate Length
		Drafting an Application Letter
			The First Paragraph
			The Second Paragraph
			The Third Paragraph
			General Tips
		Interviews
			Types of Interviews
			What Does a Job Interview Assess?
			Focus of Job Interviews
			Strategies for Success at Interviews
			Answers to Some Common Interview Questions
		Participating in a Group Discussion
			Leadership
			GD Protocol
			Discussion Techniques
			Listening
		Summary
		Case: An Employment Interview
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-Check Your Learning
Appendix: Grammar, Usage, and Style
	Introduction
	Grammar
	English Usage
	Styles
	Endnotes