The Art and Science of Business Communication, 4e, 4th Edition by Chaturvedi, Mukesh -- Read -- Imperial Library of Trantor

Index

Preface About the Authors PART I COMMUNICATION SKILLS

1. Profile of an Effective Communicator

An Analysis of the Case Review Your learning Endnote

2. Theatre Technique for Effective Communication and Personality Development

What is the Theatre? What is a Play? Story Six Stages of Play Issues Theatre and Communication Skills Theatre Technique What is Personality? Objectives Pedagogy Areas Covered Business Communication Interpersonal Communication Oral Communication Written Communication Body Language Interpersonal Relations Application Areas Session-wise Plan Evaluation Software and Hardware Needed The End Product Method Script Writing Script Reading Final Presentation Conclusion Summary Case: Stanford Prison Experiment Question to Answer Review Your Learning Reflect on Your Learning Apply Your Learning Self-Check Your Learning Endnotes

3. Reading Skills

What is reading? Understanding How do We Read? How Do Our Eyes Move and Pause and Move? Know Your Reading Speed Enhancement of Reading Ability/Purpose of Reading The Nature of Reading Material/The Reading Style Styles of Reading Slow Reading Style Normal Reading Style Rapid Reading Style—Skimming Surveying—Process of Reading a Book, Long Article, or Report Scanning Know the Text Organization Training of Eyes Guidelines for Effective Reading Do’s Don’ts Reading Efficiency Watch the Eye Movement Summary Case: Chorus Reading Review Your Learning Reflect on Your Learning Apply Your Learning Self-Check Your Learning Reading Exercises Endnote

4. Speaking Skills

Speaking The Art of Speaking Goals of Speaking Speaking Styles The Speaking Process Guidelines for Developing Speaking Skills 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 Questions to Answer Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes

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 Transactional Analysis (TA) Psychological Characteristics of Ego States 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 Questions to Answer Self-check Your Learning Endnotes

6. Listening Skills

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? Questions to Answer Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes

7. Non-verbal Skills

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

8. Writing Skills

The Art of Writing The Skills Required in Written Communication The Purpose of Writing Writing to Inform Writing to Persuade ■ INFORMATORY WRITING ■ PERSUASIVE WRITING Clarity in Writing ■ EXAMPLES OF CLEAR AND UNCLEAR WRITING Principles of Effective Writing Accuracy Brevity ■ REWRITING A LETTER Language, Tone, and Level of Formality Summary Case: On Writing Well Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes

PART II BUSINESS COMMUNICATION

9. 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

10. 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

11. Cross-cultural Communication

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

12. 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

13. Social Media

Introduction Let the first ‘Social Media Games’ begin! The Age of Internet Communication Tools What does Social Media mean? Open Diary Weblog Characteristics of Social Media Classification of Social Media Social Presence The Concept of Self-presentation Nature and Scope of Six Types of Social Media Collaborative Projects Blogs Content Communities Social Networking Sites Virtual Game Worlds Virtual Social Worlds Purpose/Choosing the Most Suitable Social Media Target Group Revisiting the Communication Theory Summary Case: Was London Olympics 2012 the ‘Social-Olympics’? Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes

14. Business Reports

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 Index 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

15. Effective Presentations

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

16. 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 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

PART III STRUCTURED APPLICATIONS

17. Communication for Effective Marketing

Objectives of Marketing Communication Tools of Marketing Communication Some New Tools of Marketing Communication Direct Marketing Direct Selling Event Marketing Exhibit Marketing Consumer, Industrial, and Trade Marketing Communication Brand, Institutional, and Corporate Marketing Communication Marketing Communication Continuum Integrated Marketing Communications Summary Case: Celebrity Endorsement: Shaken or Stirred Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning Endnotes

18. Communication for Effective Negotiations

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

19. Communication for Conflict Managemen

What is Conflict? Armed Conflict Characteristics of Conflict Dynamic Nature of Conflicts State of Tension Emotional Residue of Conflict Management of Conflict Negative Conflicts and Positive Conflicts Characteristics of Negative Conflicts Characteristics of Positive Conflicts Interpersonal Conflict as a General State in Modern Life Communication as a Bridge of Interpersonal Understanding Conflict Management Through Communication Management Skills Communication Skills Managing the Process of Communication in Conflict The S-TLC Strategy Conflict Management Purposive Communication in Conflict Verbal Skills for Communicating in Conflict Use of Personalized Language Conflict Over Intangible Issues Tangible Issues and Conflicts Trust Building Summary Case: MHAI Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning

20. Communication for Employment

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 Review Your Learning Reflect on Your Learning Apply Your Learning Self-check Your Learning

21. 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: Define 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

22. 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

Appendix 1: Grammar, Usage, and Style Appendix 2: The Process of Research Appendix 3: A Sample Report Index

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