- 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 12
1 Alan Fowler, Negotiation Skills and Strategies (Hyderabad: University Press, 1990), p. 3.
2 Bill Scott, The Skills of Negotiating (Bombay: Jaico Publishing House, 1995), p. 3.
3 Tim Hindle, Negotiating Skills (London: Dorling Kindersey, 1998), p. 6.
*For answers and self-evaluation, visit www.pearsoned.co.in/PDChaturvedi
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