Business communication : concepts, cases and applications / P.D. Chaturvedi, Mukesh Chaturvedi.

Format:

Book

Author/Creator:

Chaturvedi, P. D.

Contributor:

Chaturvedi, Mukesh.

Series:

Always learning.

Always learning

Language:

English

Subjects (All):

Business communication.

Physical Description:

1 online resource (1 v.) : ill.

Edition:

2nd ed.

Place of Publication:

New Delhi, India : Pearson, 2011.

System Details:

text file

Summary:

The second edition of

Contents:

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

Case: Communication Breakdown at City Hospital

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

Case: Intercultural Lessons from Crash

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

Case: Dealing with Outsourcing Backlash

Reflect On Your Learning

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

Case: Discussing Vandalism

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

Case: Too Busy To Listen?

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

Case: Everest Textile Mills

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

Case: On Writing Well

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

Case: a Reply Sent to an Erring Customer

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

Case: Survey Report for India Representative Office of HRC Business School, France

Part IV: Applications of Business Communication

Chapter 11: Presentation Skills

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

Case: The Presentation Effect

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.

Notes:

Includes bibliographical references.

Description based on print version record.

ISBN:

9789332501331

9332501335

OCLC:

893919802