Business English: Textbook for B.Com 1st year, University of Delhi

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Cover Contents Preface Note to Readers Unit I: Introduction to the Essentials of Business English Chapter 1: What is Business English? Basics of Business Communication Everybody’s Business Business Communication Meaning Importance and Objectives The Communication Cycle Process Sender Encoding Medium/Message Decoding Receiver Feedback Functions Exercises Questions Assignment Chapter 2: Types of Communication Medium of Communication Verbal Communication Oral Communication Written Communication Nonverbal Communication Sign Language Kinesics: Body Language Appearance Paralanguage Proxemics: Space Language Chronemics: Time Language Haptics: Language of Touch Listening Silence Exercises Questions Assignments Chapter 3: Channels of Communication Organizational Structure Line Structures Staff or Functional Structure Committee Structure Matrix Structure Communication Networks Formal Channel Advantages Disadvantages Informal Channel Advantages of Informal Channel or the Grapevine Disadvantages of the Grapevine The Grapevine Chains Exercises Questions Assignments Chapter 4: Directions of Communication Directions of Communication Downward Limitations of Downward Communication Upward Lateral or Horizontal Diagonal Filtering and Information Overload Filtering Information Overload Exercises Questions Assignments Unit II: Cultural Components of Communication Chapter 5: Conventions, Perceptions and Values Significance of Culture in Business What is Culture? Cultures Outside Our Own What is Perception? What is a Stereotype? What is Ethnocentrism? Corporate Culture and Corporate Values Activity Internal Changes External Changes Exercises Questions for Discussion Try this Out Activity Corner Chapter 6: Cultural Variables Communicating Across Cultures Cultural Variables Sign Language Language Used in Audiovisual Signs Body Language Perceptions of Interpersonal Space Social Variables Religion Food How Food Affects Business Practices Dress How Dress Affects Business Practices How Social Differences Impact Business Practices Sense of Public and Private Decision-Making Patterns Hierarchy, Status and Materialism Time/Punctuality Exercises Questions for Discussion Try this Out Activity Corner Chapter 7: Gender Sensitivity Understanding Gender How is Being a Man Different from Being a Woman? What is a Gender Stereotype? Impact of Gender Stereotyping Gender Issues at the Workplace Dealing with Stereotypes What Privileges One Gender has Over Another? Gender Discrimination The Glass Ceiling Sexual Harassment How to Bridge the Gender Gap and Develop Gender Sensitivity Exercises Questions for Discussion Try this Out Classroom Activity Chapter 8: Effective Communication Difficulties in Communication and the Way Out Hierarchical/Organizational Barriers Psychological Barrier Cultural Barriers Linguistic Barriers Physical Barrier: Noise How to Make Communication Effective The 3M Approach: Mind, Medium, Message The Mind The Medium The Message Exercises Questions for Discussion Try this Out Unit III: Routine Business Correspondence Chapter 9: Interactive and Non-Interactive Correspondence: Need, Importance and Techniques Why Should We Correspond? Why is Commercial Correspondence so Important in Today’s Business Environment? Interactive and Non-Interactive Techniques of Correspondence? Exercises Questions for Discussion Apply Your Understanding Practise Your Understanding Expand Your Understanding Chapter 10: Internal Business Correspondence Section A: Dimensions, Directions and Dynamics What is a Business Organization Chart? Basics in Internal Organizational Communication Common Causes of Problems in Internal Communication Key Principles to Effective Internal Organizational Communication Basic Structures/Policies to Support Effective Internal Communication Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Section B: Circulars and Notices What are Circulars and Notices? When and How are Circulars and Notices Written? Checklist: Planning Business Messages Checklist: Composing Business Messages Checklist: Completing Business Messages Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Section C: Memos and Office Orders What are Memos and Office Orders? A Memo – Definition, Purpose and Format Why are Memos Written? How are Memos Written? An Office Order—Definition, Purpose and Format What is an Office Order? Why are Office Orders Written? How are Office Orders Written? Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Section D: Notification, Agenda and Minutes Notification and Agenda How are Meetings Conducted? What is the Role of the Secretary in the Meeting? What are Minutes? Preparing the Notification and Agenda for a Meeting Writing the Minutes Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Chapter 11: External Business Correspondence Section A: Need, Format and Strategies for Effectiveness The Need and Nature of External Correspondence Basic Strategies for Effectiveness The AIDA Technique The ‘Effective Ending’ Approach Informative and Persuasive Letters Formats—How Business Letters are Written Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Section B: Planning Business Letters The Direct Approach The Indirect Approach The Buffer The Explanation The Decision A Friendly, Positive Close Persuasive Written Messages Direct Requests Indirect Requests Solicited and Unsolicited Letters Checklist: Composing Persuasive Messages Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Section C: Sales Correspondence Enquiries and Replies Placing and Fulfilling Orders Complaints and Follow Up Circulars and Mail Shots Bids and Tenders Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Section D: Financial Correspondence Collection Letters Stage 1: Mild Reminders Stage 2: Persuasive Letters Stage 3: Last Resort Letters Correspondence with Banks Import–Export Correspondence Correspondence with Insurance Agencies Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Section E: Employment Related Correspondence A Personal Swot Analysis Skills Accomplishments Interests Personal Values Writing Your Resume/Bio-Data/Curriculum Vitae Writing the Job Application Letter The Opening—Favourable Attention Middle Paragraph—Data and Details Closing Paragraph Checklist: An Effective Job Application Letter Exercises Questions Apply Your Understanding Practise Your Understanding Expand Your Understanding Unit IV: E-Correspondence Chapter 12: Principles of Communication and E-Correspondence Communication and Language Constructing Your Messages How to Construct Your Message Tools for Presenting Messages Software Hardware Principles of Communication Clarity Courtesy Conciseness Concreteness Consideration Completeness Correctness Comprehensiveness Checklist: Features of Business E-Correspondence Exercises Questions for Discussion Try this Out Activity Corner The Write Spot Chapter 13: The Internet Internet Differences Between Internet and World Wide Web Internet Protocol (IP): Domain Name System (DNS) Uniform Resource Locators Clients and Servers Local Area Network (LAN) Intranet Extranet Business Use of the Internet Challenges to the Internet Exercises Questions for Discussion Activity Corner Chapter 14: E-mail What Constitutes a Good E-Mail? Observe the Following: Avoid the Following: How to Send an E-mail? Cultivate Good Communication Skills Organizing Your E-mail When Should You not Send E-mail Messages? Think Spot: Global E-mail Exercises Questions for Discussion Activities/Brain Teasers Think and Write Chapter 15: E-Commerce: The Revolution What is E-Commerce? Aspects of Commerce Advantages of E-Commerce Types of E-Commerce B2C or Business-to-Consumer E-Commerce B2B or Business-to-Business E-Commerce C2C or Consumer-to-Consumer E-Commerce P2P or Peer-to-Peer E-Commerce Mobile Commerce or M-Commerce Limitations of E-Commerce Exercises Questions for Discussion Activity Corner Chapter 16: Telecom Technology Telegrams A Sample Telegram Telexes Why and When to Use a Telex Faxes Fax Philosophy A Typical Fax Teleconferencing Voice Mail A Brief History Advantages of Voice Mail Cellphones SMS Advantages of SMS Iphones PDAs Smartphones Exercises Questions for Discussion Activity Corner Chapter 17: Other Communication Technologies Groupware Advantages of Using Groupware Synchronous/Real Time Groupware Guidelines for Conducting Video Conferences Importance of Video Conferencing in Education Importance of Video Conferencing in Business Asynchronous Groupware CD-Rom (Compact Disc-Read Only Memory) Database Exercises Questions for Discussion Activity Corner Unit V: Oral Business Communication Chapter 18: Using the Telephone Advantages of Using a Telephone Disadvantages of Using a Telephone General Preparation How to Make a Call How to Answer a Call Taking a Message Teleconferencing Organizing a Conference Call Participating in a Conference Call Checklist: Commonly Used Phrases Exercises Questions for Discussion Test Your Language Chapter 19: Interviews Different Kinds of Interviews Different Kinds of Interview Strategies Other Interview Strategies Commonly Used Guidelines for the Interviewer How to Face an Interview What’s Your EQ? Before the Interview Some Common Interview Questions During the Interview After the Interview Exercises Questions for Discussion Test Your Language Chapter 20: Meetings Types of Meeting Planning a Meeting Role of the Convener/Chairperson How to Participate in a Meeting Factors that Render Meetings Wasteful Exercises Questions for Discussion Test Your Language Making Suggestions Chapter 21: Group Discussions Nature of Groups Characteristics of Effective Groups Group Discussion Why Decisions Made in Groups are Better than Individual Decisions Participating in Group Discussions Group Discussions at Business Schools Exercises Questions for Discussion Test Your Language Chapter 22: Negotiations What is Negotiation? Different Stages in the Process of Negotiation Factors Affecting Negotiation Place of Negotiation Time of Negotiation Strategies for a Successful Negotiation Exercises Questions Test Your Language Chapter 23: Oral Presentation Presentation – A Mode of Communication Advantage of Oral Presentation Planning the Presentation Structure of the Presentation Introduction Body Conclusion How to Deliver the Presentation Reading Memorizing Extempore/Speaking from Notes Using Technology and Other Mediums to Support the Presentation Visually Checklist: Creating Effective Slides Exercises Questions for Discussion Test Your Language Unit VI: Writing Short Proposals and Reports Chapter 24: Short Proposals and Reports Proposals Short and Long Proposals Solicited and Unsolicited Proposals Parts of a Proposal Checklist: How to Write an Effective Proposal Short Reports Preparing a Report Exercises Questions for Discussion Activity Corner Chapter 25: Outline and Organization of Long Reports Purpose of a Business Report Type of Report Informational Reports Analytical Reports Terms of Reference Outline of Long Reports Exercises Questions for Discussion Test Your Language References Notes on Contributors Index