- Cover
- Title Page
- Brief Contents
- Contents
- About the Authors
- Dedication
- Preface
- 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
- The Process of Communication
- The Elements of Communication
- The Major Difficulties in Communication
- Barriers to Communcation
- 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
- 2. Organizational Communication
- The Importance of Communication in Management
- Communication Concerns of the Manager
- Communication Training for Managers
- Communication Structures in Organizations
- Line and Staff Management
- 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
- 3. Intercultural Communication Skills
- Globalization and Intercultural Communication
- The New Global Mantra: Go Local
- Cultural Sensitivity
- Developing Cultural Intelligence
- Some Examples of Cultural Diversity
- Guidelines for Intercultural Communication
- E-Mail and Intercultural Communication
- Sample E-Mails
- Summary
- Case: Intercultural Lessons from Crash
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Part II Forms of Business Communication
- 4. Oral Communication
- What Is Oral Communication?
- Three Aspects of Oral Communication—Conversing, Listening, and Body Language
- Intercultural Oral Communication
- Intercultural Communication
- Oral Communication and Electronic Media
- Summary
- Case: Dealing with Outsourcing Backlash
- Review Your Learning
- Reflect On Your Learning
- Apply Your Learning
- Self-check Your Learning
- 5. Conversation Skills
- 6. Listening
- What Is Listening?
- The Process of Listening
- Factors that Adversely Affect Listening
- Characteristics of Effective and Ineffective Listeners
- Guidelines for Improving Listening Skills
- Responsive Listening
- Summary
- Case: Too Busy To Listen?
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 7. Non-verbal Communication
- What Is Non-verbal Communication?
- Characteristics of Non-verbal Communication
- Classification of Non-verbal Communication
- 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
- 8. Written Business Communication
- The Art of Writing
- The Skills Required in Written Communication
- Informatory Writing
- The Purpose of Writing
- Persuasive Writing
- Clarity in Writing
- Examples of Clear and Unclear Writing
- Principles of Effective Writing
- Rewriting A Letter
- Summary
- Case: On Writing Well
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 4. Oral Communication
- Part III Types of Written Business Communication
- 9. Business Letters, Memos, and E-mails
- Introduction
- Writing Routine and Good-News Letters
- Writing Persuasive Letters
- Writing A Persuasive Letter
- Writing Memos
- Essentials of Good Business Letters and Memos
- Redrafting A Memo
- Form and Layout of Business Letters
- Writing E-mails
- 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
- 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
- Writing Reports
- Short Management Reports
- Long Formal Reports
- Using Diagrams and Visual Aids 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
- 9. Business Letters, Memos, and E-mails
- Part IV Applications of Business Communication
- 11. Presentation Skills
- 12. Negotiation Skills
- 13. Business Etiquette
- What Is Business Etiquette?
- Introductions
- Telephone/Cell Phone Etiquette
- Business Dining
- Interaction with Foreign Visitors
- Business Manners in Different Countries
- Inter-organizational Etiquette
- Summary
- Case: Cultural Sensitivity
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 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
- Guidelines for Preparing a Good CV
- Drafting an Application Letter
- Interviews
- Participating in a Group Discussion
- Summary
- Case: An Employment Interview
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 15. Writing a Summer Project Report
- Introduction
- The Difference Between Summer Project Reports and Business/Technical Reports
- General Guidelines for Writing Summer Project Reports
- 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
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 16. Written Analysis of Cases
- Appendix 1: Grammar, Usage, and Style
- Appendix 2: The Process of Research
- Appendix 3: A Sample Report
- Notes
- Acknowledgements
- Copyright
Chapter 3
1. Vivek Sinha and Nandini Sengupta, “Cracking the culture code”, The Economic Times, New Delhi June 29, 2001.
2. Saibal Dasgupta, “SBI Fights to Survive in China”, The Times of India, New Delhi, July 22, 2007.
3. Beatty and Takahashi, Intercultural Communication (New Delhi: Biztantra, 2003).
4. Edward T. Hall, Hidden Differences: Studies in International Communication (Hamburg: Grunder and Jahr, 1985).
5. Edward T. Hall, The Silent Language (New York: Doubleday 1959).
*For answers and self-evaluation, visit www.pearsoned.co.in/PDChaturvedi
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