Contents
Preface
About the Authors
Part I Theory of Business Communication
Case Study : The Profile of an Effective Communicator
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 Communcation
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
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Endnotes
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
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Endnotes
3. Intercultural Communication Skills
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
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Endnotes
Part II Forms of Business Communication
4. 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
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Endnotes
5. Conversation Skills
What Is Conversation?
Social Conversation
Effective Conversation
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
Applications of Conversation Control
Meetings
Being Assertive Without Being Aggressive
Controlled Response to Conversational Attacks
Negotiating Through Conversation Control
Summary
Case: Discussing Vandalism
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Endnotes
6. 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?
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Endnotes
7. 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
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Endnotes
8. 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
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Endnotes
Part III Types of Written Business Communication
9. 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 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
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Endnotes
10. 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
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Endnotes
Part IV Applications of Business Communication
11. 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
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Endnotes
12. Negotiation Skills
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
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Endnotes
13. 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
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Endnotes
14. 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
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Endnotes
15. Writing a Summer Project Report
Introduction
The Difference Between Summer Project Reports and Business/Technical Reports
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 III: Results and Conclusions
Chapter IV: Recommendations
References
Appendices
Project Presentation
Summary
Case: Executive Summary of a Consumer Behaviour Study
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Endnotes
16. 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
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Appendix 1: Grammar, Usage, and Style
Appendix 2: The Process of Research
Appendix 3: A Sample Report
