| Description |
1 online resource (1 volume) : illustrations |
| Series |
Always learning |
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Always learning
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| 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 -- 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 |
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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 |
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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 |
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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 |
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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 |
| Summary |
The second edition of Business Communication: Concepts, Cases, and Applications builds on the key strengths of the first edition, clear writing style and comprehensive content, by updating the material to reflect the latest research and technological developments in business communication and presenting it in a style that engages the reader |
| Bibliography |
Includes bibliographical references |
| Notes |
Print version record |
| Subject |
Business communication.
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Business communication
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| Form |
Electronic book
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| Author |
Chaturvedi, Mukesh.
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| ISBN |
9789332520806 |
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9332520801 |
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8131718727 |
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9788131718728 |
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