The Art and Science of Business Communication: Skills, Concepts, Cases, and Application

Cover
About Pearson
Copyright Page
Brief Contents
Contents
Preface
About the Authors
Part 1 Communication Skills
	Chapter 1 Profile of an Effective Communicator
		An Analysis of the Case
		Review Your Learning
		Endnote
	Chapter 2 Theatre Technique forEffective Communication andPersonality Development
		What is Theater?
		What is a Play?
			Story
			Six Stages of Play
			Issues
			Theatre and Communication Skills
			Theatre Technique
			What is Personality?
		Objectives
		Pedagogy
		Areas Covered
			Business Communication
			Interpersonal Communication
			Oral Communication
			Written Communication
			Body Language
			Interpersonal Relations
			Application Areas
			Session-wise Plan
			Evaluation
			Software and Hardware Needed
			The End Product
			Method
			Script Writing
			Script Reading
			Final Presentation
			Conclusion
		Summary
		Case: Stanford Prison Experiment
		Question to Answer
		Review Your Learning
		Reflect on Your Learning
		Self-check Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 3 Reading Skills
		What is Reading?
		Understanding
		How do we Read?
			How Do Our Eyes Move and Pause and Move?
			Know Your Reading Speed
		Enhancement of Reading Ability/Purpose of reading
		The Nature of Reading material/The reading style
		Styles of Reading
			Slow Reading Style
			Normal Reading Style
			Rapid Reading Style—Skimming
			Surveying—Process of Reading a Book, Long Article, or Report
			Scanning
		Know the text organization
			Training of Eyes
		Guidelines for Effective Reading
			Do’s
			Don’ts
		Reading Efficiency
			Watch the Eye Movement
		Summary
		Case: Chorus Reading
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Reading Exercises
		Endnote
	Chapter 4 Speaking Skills
		Speaking
			The Art of Speaking
			Goals of Speaking
			Speaking Styles
			The Speaking Process
			Guidelines for Developing Speaking Skills
		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,
		Intercultural Communication
		Oral Communication and Electronic Media
			Phones
			Voice Mail
			Conference Calls
			Cell Phones
			Video Conferencing
		Summary
		Case: Dealing with Outsourcing Backlash
		Questions to Answer
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 5 Conversation Skills
		What is Conversation?
		Social Conversation
		Effective Conversation: An Example
		Effective Conversation:An Example
		Conversation Control
			Controlling the Direction of Conversation
			Managing Negative Responses
			Noticing and Recognizing Cues and Clues
			Interpreting Signs and Signals
			Avoiding Parallel Conversation
			Practising Sequential Conversation
			Using Reflection and Empathy
			Cultivating a Sense of Timing
			Summarizing
		Transactional Analysis (TA)
			Psychological Characteristics of Ego States
		Applications of Conversation Control
			Meetings
			Being Assertive Without Being Aggressive
			Controlled Response to Conversational Attacks
			Negotiating Through Conversation Control
		Summary
		Case: Discussing Vandalism
		Questions to Answer
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 6 Listening Skills
		What is Listening?
			How Do We Listen?
			Listening As a Management Tool
		The Process of Listening
		Factors that Adversely Aff ect 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?
		Questions to Answer
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 7 Non-verbal Skills
		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
		Reflect on Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnote
	Chapter 8 Writing Skills
		The Art of Writing
		The Skills Required in Written Communication
		Persuasive Writing
			Writing to inform
			Writing to Persuade
		Informatory Writing
		Persuasive Writing
		Clearity in Writing
		Examples of Clear and Unclear Writing
		Principles of Effective Writing
			Accuracy
			Brevity
		Rewriting a Letter
			Language, Tone, and Level of Formality
		Summary
		Case: On Writing Well
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
Part 2 BusinessCommunication
	Chapter 9 Nature and Process ofCommunication
		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 10 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
	Chapter 11 Cross-culturalCommunication
		Globalization and Intercultural Communication
		The New Global Mantra: Go Local
		Cultural Sensitivity
			Meetings and Social Visits
			Group Behaviour
			Paying a Visit
			Addressing Others
		Developing Cultural Intelligence
			High-context Cultures
			Low-context Cultures
			Time As a Cultural Factor
			Space As a Cultural Factor
		Some Examples of Cultural Diversity
			Japan
			France
			Germany
			Brazil
		Guidelines for Intercultural Communication
		E-mail and Intercultural Communication
			Language
			Culture
		Sample E-mails
		Summary
		Case: Intercultural Lessons from Crash
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 12 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
			Guidelines for a ‘No’ Reply
		Writing Persuasive Letters
		Writing a Persuasive Letter
		Writing Memos
			How to Write a Memo
			Uses of a Memo
		Essentials of Good Busines Leters 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 13 Social Media
		Introduction
		Let the first ‘Social Media Games’ begin!
		The Age of Internet Communication Tools
		What does Social Media mean?
			Open Diary
			Weblog
		Characteristics of Social Media
		Classification of Social Media
			Social Presence
			The Concept of Self-presentation
		Nature and Scope of Six Types of Social Media
			Collaborative Projects
			Blogs
			Content Communities
			Social Networking Sites
			Virtual Game Worlds
			Virtual Social Worlds
		Purpose/Choosing the most suitable Social Media
			Target Group
		Revisiting the Communication Theory
		Summary
		Case: Was London Olympics 2012 The ‘Social-Olympics’?
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 14 Business Reports
		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
			Index
			Use of Graphics in Reports
			How to Use Figures and Diagrams in Reports
		Summary
		Case: Survey Report for India Representative Office
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 15 Effective Presentations
		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: Th e Presentation Effect
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
	Chapter 16 Business Etiquette
		What is business Etiquette?
		Introductions
			Self-introductions
			Introducing Others
			Handshakes and Non-verbal Gestures
		Telephone/CEL 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
Part 3 Structured Applications
	Chapter 17 Communication forEffective Marketing
		Objectives of Marketing Communication
		Tools of Marketing Communication
		Some New Tools of Marketing Communication
			Direct Marketing
			Direct Selling
			Event Marketing
			Exhibit Marketing
		Consumer, Industrial, and Trade Marketing Communication
		Brand, Institutional, and Corporate Marketing Communication
		Marketing Communication Continuum
		Integrated Marketing Communications
		Summary
		Case: Celebrity Endorsement:Shaken or Stirred
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 18 Communication forEffective Negotiations
		WhaT iS NegoTiaTioN?
		The Nature of Negotiation
		The Need for Negotiation
			Situations Requiring Negotiation
			Situations Not Requiring Negotiation
		Factors Affecting Negotiation
			Location
			Timing
			Subjective Factors
			Persuasive Skills and the Use of You-Attitude
		Stages IN the Negotiation Process
			The Preparation Phase
			The Negotiation Phase
			The Implementation Phase
		Negotiation Strategies
			Initial Strategies
			During the Discussion
			Reaching an Agreement
			Summarizing
			Deadlocks
		Summary
		Case: Farsighted Negotiation
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
		Endnotes
	Chapter 19 Communication forConflict Management
		What is Conflict?
			Armed Conflict
		Characteristics of Conflict
			Dynamic Nature of Conflicts
			State of Tension
			Emotional Residue of Conflict
		Management of Conflict
			Negative Conflicts and Positive Conflicts
			Characteristics of Negative Conflicts
			Characteristics of Positive Conflicts
			Interpersonal Conflict as a General State in Modern Life
			Communication as a Bridge of Interpersonal Understanding
		Conflict Management Through Communication
			Management Skills
			Communication Skills
		Managing the Process of communication in Conflict
			The S-TLC Strategy Conflict Management
		Purposive Comunication in con flict
		Verbal Skills for Communicating in Conflict
			Use of Personalized Language
			Conflict Over Intangible Issues
			Tangible Issues and Conflicts
			Trust Building
		Summary
		Case: MHAI
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
	Chapter 20 Communication forEmployment
		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
	Chapter 21 Written  Analysis of Cases
		What is a Case?
		Characterstics of a Case and Its Analysis
		The Process of Case Analysis
			Step 1: Study the Case
			Step 2: Identify the Problem
			Step 3: Define the Problem
			Step 4: Identify the Causes of the Problem
			Step 5: Develop Alternative Solutions
			Step 6: Evaluate the Alternatives
			Step 7: Develop a Plan of Action
		Requirements for a Case Analysis
			Analysis of Communication Breakdown at City Hospital
		The Structure of a Written Case Analysis
		Summary
		Case: Accepting a Contract
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
	Chapter 22 Summer Project Report
		Introduction
		The Difference Between Summer Project Reports and
		General Guidelines For Writing Summer Project ReportS
			Objective
			Selection of a Problem
			The Role of Summer Project Mentors
		Writing the Project Proposal
		Components of the Summer Project Report
			Cover and Title Page
			Approval of Organization and Faculty Guides
			Abstract
			Acknowledgements
			Table of Contents
			List of tables, Figures, Appendices, and Abbreviations
			chapter i: Introduction
			Chapter II: Research Design
			Chapter II: Results and Conclusions
			Chapter IV: Recommendations
			References
			Appendices
		Project Presentation
		Summary
		Case: Executive Summary of a Consumer Behaviour Study
		Review Your Learning
		Reflect on Your Learning
		Apply Your Learning
		Self-check Your Learning
Appendix 1  Grammar, Usage, and Style
Appendix 2 The Process of Research
Appendix 3 A Sample Report
Index