Business Communication : Concepts, Cases, and Applications

Description

Cover Brief Contents Contents Preface About the Authors Part I: Theory of Bussiness Communication Case Study: The Profile of an Effective 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 Chapter 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes Part II: Forms of Business Communication Chapter 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 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 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes Chapter 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? Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes Chapter 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnote Chapter 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes Part III: Types of Written Business Communication Chapter 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Chapter 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes Part IV: Applications of Business Communication Chapter 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Chapter 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes Chapter 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 Inter-organizational Etiquette 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 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 Reflect on Your Learning Review Your Learning Apply Your Learning Self-check Your Learning Chapter 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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Chapter 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: Defi ne 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 Appendix 1: Grammar, Usage, and Style Appendix 2: The Process of Research Appendix 3: A Sample Report Index