Business Communication, 2nd Edition

Business Communication, 2nd Edition

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Book description

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.

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Table of contents

  1. Cover
  2. Title Page
  3. Brief Contents
  4. Contents
  5. About the Authors
  6. Dedication
  7. Preface
  8. Part I Theory of Business Communication
    1. Case Study: The Profile of an Effective Communicator
    2. 1. The Nature and Process of Communication
      1. The Role of Communication
      2. An Instance of Unclear Communication
      3. Defining Communication
      4. Classification of Communication
      5. The Purpose of Communication
        1. Communication to Inform
        2. Communication to Persuade
        1. The Linear Concept of Communication
        2. The Shannon–Weaver Model
        3. The Two-way Communication Process
        1. Incorrect Assumptions
        2. Psychosocial Barriers
        1. The Importance of Communication in Management
          1. Some Important Functions of Management
          2. How Communication Is Used by Managers
          1. Human Needs
          2. Theory X and Theory Y
          1. Vertical Communication
          2. Horizontal Communication
          1. Formal Communication
          2. Informal Communication
          1. Globalization and Intercultural Communication
          2. The New Global Mantra: Go Local
          3. Cultural Sensitivity
            1. Meetings and Social Visits
            2. Group Behaviour
            3. Paying a Visit
            4. Addressing Others
            1. High-context Cultures
            2. Low-context Cultures
            3. Time As a Cultural Factor
            4. Space As a Cultural Factor
            1. Japan
            2. France
            3. Germany
            4. Brazil
            1. Language
            2. Culture
            1. 4. Oral Communication
              1. What Is Oral Communication?
                1. Importance of Oral Communication Skills
                2. Choosing the Form of Communication
                3. Principles of Successful Oral Communication
                4. Guidelines for Effective Oral Communication
                5. Barriers to Effective Oral Communication
                1. Phones
                2. Voice Mail
                3. Conference Calls
                4. Cell Phones
                5. Video Conferencing
                1. What Is Conversation?
                2. Social Conversation
                3. Effective Conversation
                4. Effective Conversation: An Example
                5. Conversation Control
                  1. Controlling the Direction of Conversation
                  2. Managing Negative Responses
                  3. Noticing and Recognizing Cues and Clues
                  4. Interpreting Signs and Signals
                  5. Avoiding Parallel Conversation
                  6. Practising Sequential Conversation
                  7. Using Reflection and Empathy
                  8. Cultivating a Sense of Timing
                  9. Summarizing
                  1. Meetings
                  2. Being Assertive Without Being Aggressive
                  3. Controlled Response to Conversational Attacks
                  4. Negotiating Through Conversation Control
                  1. What Is Listening?
                    1. How Do We Listen?
                    2. Listening As a Management Tool
                    1. Lack of Concentration
                    2. Unequal Statuses
                    3. The Halo Effect
                    4. Complexes
                    5. A Closed Mind
                    6. Poor Retention
                    7. Premature Evaluation and Hurried Conclusions
                    8. Abstracting
                    9. Slant
                    10. Cognitive Dissonance
                    11. Language Barrier
                    1. Basic Reflective Response
                    2. Basic Clarification Response
                    1. What Is Non-verbal Communication?
                      1. Meta-communication
                      2. Kinesic Communication
                      1. Ekman’s Classification of Communicative Movements
                      2. Face Facts
                      3. Positive Gestures
                      4. Negative Gestures
                      5. Lateral Gestures
                      1. The Art of Writing
                      2. The Skills Required in Written Communication
                      3. Informatory Writing
                      4. The Purpose of Writing
                        1. Writing to Inform
                        2. Writing to Persuade
                        1. Accuracy
                        2. Brevity
                        3. Language, Tone, and Level of Formality
                        1. 9. Business Letters, Memos, and E-mails
                          1. Introduction
                          2. Writing Routine and Good-News Letters
                            1. Routine Claim Letters and “Yes” Replies
                            2. Routine Request Letters and “Yes” Replies
                            3. Routine Orders and Their “Yes” Replies
                            4. Guidelines for a “Yes” Reply
                            5. Guidelines for a “No” Reply
                            1. How to Write a Memo
                            2. Uses of a Memo
                            1. Simplicity
                            2. Clarity
                            3. Conciseness
                            4. Standard and Neutral Language
                            5. You-Attitude
                            6. Sincerity and Tone
                            7. Emphasis
                            8. Planning, Writing, and Revising: The Three Steps of Successful Writing
                            1. Business-letter Styles
                            2. Layout and Formatting Guidelines
                            1. Receiver’s E-mail Account
                            2. Subject Line
                            3. Sending Copies
                            1. What Is a Report?
                            2. The Purpose of a Report
                            3. Kinds of Reports
                            4. The Terms of Reference
                            5. The Objectives of a Report
                            6. Planning and Organizing Information
                              1. Sequencing Information
                              2. Outline As a Structuring Device
                              1. Structure of a Report
                              2. Basic and Subsidiary Parts of a Report
                              1. Memos
                              2. Letters
                              1. The Title Page
                              2. Acknowledgements
                              3. Cover Letter
                              4. Letter of Transmittal
                              5. Table of Contents
                              6. Abstract and Executive Summary
                              7. Discussion and Analysis of Findings
                              8. Glossary
                              9. Appendix
                              10. Bibliography and References
                              11. Index
                              1. Use of Tables
                              2. Use of Graphics in Reports
                              3. How to Use Figures and Diagrams in Reports
                              1. 11. Presentation Skills
                                1. Introduction
                                2. What Is a Presentation?
                                  1. Essential Characteristics of a Good Presentation
                                  2. The Difference Between a Presentation and a Lecture
                                  3. The Difference Between a Presentation and a Written Report
                                  1. Identify the Purpose of the Presentation
                                  2. Analyse the Audience and Identify Their Needs
                                  3. Design and Organize the Information
                                  4. Decide on the Medium of Presentation and Visual Aids
                                  5. Time the Presentation
                                  6. Become Familiar with the Location of the Presentation
                                  1. Rehearsal
                                  2. Body Language
                                  3. Handling Questions and Debate
                                  4. Tips to Fight Stage Fright
                                  1. What Is Negotiation?
                                  2. The Nature of Negotiation
                                  3. The Need for Negotiation
                                    1. Situations Requiring Negotiation
                                    2. Situations Not Requiring Negotiation
                                    1. Location
                                    2. Timing
                                    3. Subjective Factors
                                    4. Persuasive Skills and the Use of You-Attitude
                                    1. The Preparation Phase
                                    2. The Negotiation Phase
                                    3. The Implementation Phase
                                    1. Initial Strategies
                                    2. During the Discussion
                                    3. Reaching an Agreement
                                    4. Summarizing
                                    5. Deadlocks
                                    1. What Is Business Etiquette?
                                    2. Introductions
                                      1. Self-introductions
                                      2. Introducing Others
                                      3. Handshakes and Non-verbal Gestures
                                      1. Making a Call
                                      2. Common Telephone Courtesies
                                      3. Telephone Etiquette Observed by Administrative Assistants
                                      4. Telephone Precautions
                                      1. The Host
                                      2. The Guest
                                      3. Table Manners
                                      1. Americans
                                      2. Europeans
                                      3. The Japanese
                                      4. Arabs
                                      5. Indians
                                      1. Applying for Jobs
                                      2. Writing a CV
                                      3. The Relationship Between a Résumé and an Application Letter
                                      4. The Résumé of a Recent Graduate
                                        1. Heading
                                        2. Objective
                                        3. Education
                                        4. Work Experience
                                        5. Awards and Honours
                                        6. Activities
                                        7. References
                                        8. Summary
                                        1. Suitable Organization
                                        2. Appropriate Length
                                        1. The First Paragraph
                                        2. The Second Paragraph
                                        3. The Third Paragraph
                                        4. General Tips
                                        1. Types of Interviews
                                        2. What Does a Job Interview Assess?
                                        3. Focus of Job Interviews
                                        4. Strategies for Success at Interviews
                                        5. Answers to Some Common Interview Questions
                                        1. Leadership
                                        2. GD Protocol
                                        3. Discussion Techniques
                                        4. Listening
                                        1. Introduction
                                        2. The Difference Between Summer Project Reports and Business/Technical Reports
                                        3. General Guidelines for Writing Summer Project Reports
                                          1. Objective
                                          2. Selection of a Problem
                                          3. The Role of Summer Project Mentors
                                          1. Cover and Title Page
                                          2. Approval of Organization and Faculty Guides
                                          3. Abstract
                                          4. Acknowledgements
                                          5. Table of Contents
                                          6. List of Tables, Figures, Appendices, and Abbreviations
                                          7. Chapter I: Introduction
                                          8. Chapter II: Research Design
                                          9. Chapter III: Results and Conclusions
                                          10. Chapter IV: Recommendations
                                          11. References
                                          12. Appendices
                                          1. What Is a Case?
                                          2. Characterstics of a Case and its Analysis
                                          3. The Process of Case Analysis
                                            1. Step 1: Study the Case
                                            2. Step 2: Identify the Problem
                                            3. Step 3: Define the Problem
                                            4. Step 4: Identify the Causes of the Problem
                                            5. Step 5: Develop Alternative Solutions
                                            6. Step 6: Evaluate the Alternatives
                                            7. Step 7: Develop a Plan of Action
                                            1. Analysis of Communication Breakdown at City Hospital
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                                            Product information

                                            • Title: Business Communication, 2nd Edition
                                            • Author(s): P. D. Chaturvedi, Mukesh Chaturvedi
                                            • Release date: March 2011
                                            • Publisher(s): Pearson India
                                            • ISBN: 9789332520806