Business Communication For Managers

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Cover Half Title Title Page Copyright Page Brief Contents Table of Contents Preface About the Author 1. Introduction to Business Communication Effective Communication Communication Bytes 1.1 Goals of Communication Point/Counterpoint One-way and Two-way Communication Directions of Communication Channels of Communication Methods of Communication Lines of Communication Communication Networks New Communication Media Verbal and Non-verbal Communication Information Bytes 1.1 Communication Bytes 1.2 The Grapevine Miscommunication and Communication Failures Barriers to Communication The Noise Barrier The Feedback Problem The Problem of Media Selection Mental Barriers The Problems of Language and Articulation Physical Barriers Personal Barriers Cultural Barriers Interpersonal Barriers Information Overload Passive Listening Communication Breakdown: Seven Cardinal Mistakes Managers Make Communicating Without Adequate Preparation Underestimating the Intelligence of the Audience Using Inappropriate Channels of Communication Believing that Words Speak Louder than Actions Listening Only to Good News Playing Guessing Games with Employees Rarely Talking to Employees Information Bytes 1.2 Communication Barriers and Technology Facilitating Effective Communication Develop a Genuine Desire to Communicate Understand Oneself and Others Encourage an Open Climate Develop Strong Internal Communications Communication Bytes 1.3 Communication Strategy Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 2. Theories of Interpersonal and Organizational Communication Introduction Point/Counterpoint Organization of Communication Studies Attribution Theory Argumentation Theory Adaptive Structuration Theory (AST) Classical Rhetoric Contagion Theory Cognitive Dissonance Theory Elaboration Likelihood Model Enactment Theory Framing Groupthink Communication Bytes 2.1 Interpretative and Interaction Theories Language Expectancy Theory Network Theory and Analysis Model of Text Comprehension Priming Media Richness and Media Naturalness Theories Reduced Social Cues Approach Social Presence Theory Semiotics Sense-making Information Bytes 2.1 Symbolic Interactionism Speech Act Phenomena Uncertainty Reduction Theory Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 3. Interpersonal Communication Introduction Defining Interpersonal Communication An Evolving Model for Interpersonal Communication Principles of Interpersonal Communication Barriers to Interpersonal Communication Point/Counterpoint Relational Development: The Role of Interpersonal Semantics The Open Area or the Arena The Blind Area The Facade The Unknown Area Managerial Implications of the Johari Window Johari Window, Tuckman Model, and Team Development Forming Storming Norming Performing Emotional Intelligence Communication Bytes 3.1 Getting Along with Others Information Bytes 3.1 Interpersonal Communication Styles Interpersonal Communication Under Stress Fight or Flight Bases for Selecting a Conflict Communication Mode Conflict Resolution and Communication Being Assertive Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 4. Analysing Transactions: The Units of Communication Introduction Communication Bytes 4.1 The Role of Intonation Strokes The Three Ego States The Parent State The Child State Point/Counterpoint The Adult State Analysing Transactions Complementary Transactions Crossed Transaction Duplex or Ulterior Transactions Transactional Analysis and Business How to Manage Conversations Structural Analysis Understanding Ego States Child State Information Bytes 4.1 Parent State Adult State Certain Habits of Ineffective Conversationalists Summary Assess Your Knowledge Use Your Knowledge Web-based Exercise Further Reading Endnotes 5. The Language of Persuasion Introduction Attitudes, Beliefs, Values, and Behaviour The Process of Persuasion Step 1: Analyse the Audience Step 2: Segment the Audience Step 3: Determine Specific Persuasive for Specific Audiences 98 Information Bytes 5.1 Step 4: Commit the Audience to Action Step 5: Follow Up Barriers to Persuasion Point/Counterpoint Persuasion Strategies At Work Communication Bytes 5.1 Rhetoric Ethos Pathos Logos Agree to Disagree Reasonably Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 6. Communicating in a Diverse Work Environment Introduction Culture Point/Counterpoint Information Bytes 6.1 Hierarchy and Status Teamwork versus Individualism Punctuality Communication Bytes 6.1 Technology Cultural Contexts Information Bytes 6.2 Concepts of Culture International Communication Direct versus Indirect Communication Accents and Fluency Chain of Command Information Bytes 6.3 Physical Aspects Non-verbal Communication Proverbs and Culture Intercultural Communication and the Workplace Information Bytes 6.4 Cultural Conflicts Resolving Cultural Conflicts Working Your Way Out of Challenges Information Bytes 6.5 Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 7. Crisis Communication Strategies Introduction Conceptual Understanding of a Crisis Information Bytes 7.1 Dealing with a Crisis Communication Bytes 7.1 Crisis Communication: A Theoretical Model Role of Internal Communications in a Crisis Point/Counterpoint Some Examples of Companies in Crisis Toyota Motor Corporation Maruti Suzuki Mattel Cadbury Nokia Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 8. Business Meetings and Negotiations Introduction Meetings: A Waste of Time? Information Bytes 8.1 Meetings: Definition and Types Skip Level Meetings Stand-up Meetings or the Daily Scrum Performance Appraisal Meetings Annual General Meetings Key Attributes of a Productive Meeting A Tentative Model of the Process of Meeting Meeting Etiquette Communication Bytes 8.1 Information Bytes 8.2 Do’s and Don’ts in a Meeting Handling Disruptions in Meetings The Side Talkers The Ramblers The Aggressors The Opponents The Wallflowers The Agenda and Minutes of a Meeting Challenges Before Managers Negotiation Planning for the Negotiation Power Bases in Influencing a Negotiation Process Presentation of Facts and Evidence Barriers to the Negotiation Process Approaches to Negotiation and the Role of Communication Negotiation Semantics Point/Counterpoint Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 9. Preparing and Delivering Presentations Introduction Importance of Presentations Types of Presentations Common Problems with Presentations The Central Tenets of Presentations Point/Counterpoint Qualities of an Effective Presenter Presentation Strategies Purpose Audience Context Technique Preparation and Delivery Collecting Information Organizing Information Communication Bytes 9.1 Structure of a Presentation Opening, Closing, and Sustaining the Presentation The Opening Communication Bytes 9.2 The Middle The Ending Getting Ready to Deliver a Presentation Delivery Outline Stage Fright and Speech Anxiety How to Deal with Stage Fright Successfully Information Bytes 9.1 An Ideal Presenter Body Language and Presentations Visual Cues Vocal and Verbal Enhancements in a Presentation Handling Questions Preparing Visual Aids Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 10. Introduction to Business Writing Introduction Poor Writing and Liability Information Bytes 10.1 Technology and Writing Academic Writing and Business Writing Point/Counterpoint Roadblocks to Writing on the Job Educational Barriers Professional Barriers Grammar Punctuation: Background Commas [,] Colons [:] Semicolons [;] Inverted Commas [‘/’ and “/”] En Dashes and Em Dashes [– and —] Developing Words, Sentences, and Paragraphs Use Concrete Words Use Jargon with Care Use Active Verbs Use I and We Correctly Avoid Discriminatory Language Developing Sentences Sentences: the Long and Short of It Direct and Indirect Statements Positive and Negative Expressions Organizing Paragraphs Communication Bytes 10.1 Messages Sender-centric and Receiver-centric Messages Information Patterns Document Layout Headings and Sub-headings Chunking White Space Typography Readability: How Clear Is Your Writing? Written Communication in a Multicultural Environment Ethical Writing Practices Information Bytes 10.2 Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 11. The Writing Strategy Introduction Elements of a Communication Strategy Purpose Point/Counterpoint Audience Analysis Information Bytes 11.1 Context The Message Direct and Indirect Approaches Framing: An Important Communication Skill The Mental Map Minto’s Pyramid Principle Parts of a Document The Value of Introductions The Middle Section of a Document The Conclusion of a Document Logic, Organization, and Persuasion in Writing Logic Organization Communication Bytes 11.1 Persuasion in Writing Situation Statement Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 12. Business Letters, Memorandums, and E-mails Introduction Components of a Business Letter The Date Point/Counterpoint Inside Address Salutation and Complimentary Close The Title Subject Line The Body The Signature Enclosures Cc The Writer’s Address Business Letter Formats The Block Format The Modified Block Format The Indented Block Format Purpose of a Business Letter Cover Letters Letters of Enquiry Sales Letters Offer Letters Joining Letters Request Letters Good News Letters Bad News Letters Warning Letters Welcome Letters Farewell Letters Increment Letters Transfer Letters Memorandums The Memo Format Types of Memos E-mail Communication Format Tips for Effective E-mail Communication Communication Bytes 12.1 Information Bytes 12.1 The Office Circular, Office Order, and Notice Office Circular Office Order Notice Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Endnotes 13. Planning, Composing, and Writing Reports Introduction Qualities of An Ideal Report Communication Bytes 13.1 Types of Reports Classification by Requirement Classification by Length Classification by Purpose Classification by Physical Form Direct and Indirect Reporting Styles Formal and Informal Reporting Styles Stages in Report Writing Pre-writing /Planning Stage The Writing Stage: Organizational Strategies Editing and Proofreading Parts of Report Report Problem and Title of the Report Information Bytes 13.1 The Problem Statement Components of a Formal Report Writing Findings, Conclusions, and Recommendations Headings Visual Aids in Report Writing A Short Note on Preparing a Summary or an Abstract Business Proposals Types of Proposals Parts of a Proposal The Process of Submitting a Proposal Point/Counterpoint Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes 14. Employment Communication Introduction Networking Correspondence Related to Recruitment The Cover Letter and Résumé Communication Bytes 14.1 Other Types of Job Correspondence Preparing a Résumé Writing a Résumé Résumé Formats Information Bytes 14.1 List of Do’s List of Don’ts Scannable Résumés and Résumés Sent by E-mail E-mailing Résumés Group Discussions Knowledge Communication Skills Team Dynamics Leadership Skills Classification of Group Discussions Evaluating Group Discussions Real-life Scenarios: Lessons to be Learnt The Job Interview Process Types of Interviews Point/Counterpoint Preparing for an Interview Frequently Asked Interview Questions Interviews: Special Techniques Summary Assess Your Knowledge Use Your Knowledge Web-based Exercises Further Reading Endnotes Appendix 1 Appendix 2 Appendix 3 Appendix 4 Appendix 5 Appendix 6 Appendix 7 Index