· factors responsible for the grapevine phenomenon 15 types of grapevine chains 15 merits of the...

��

PAGE

Preface to the Fourth Edition I-5

Preface to the First Edition I-7

Some opinions about the book I-9

Chapter-heads I-11

PART 1

COMMUNICATION - AN OVERVIEW

1

COMMUNICATION : ITS MEANING AND NATURE

� Meaning of Communication 3

� Social Aspect 3

� Ingredients of Communication 3

� Features of Communication 4

� Conversational in Nature 5

� Key Points 5

� Review Questions 6

2

IMPORTANCE AND PURPOSE OF COMMUNICATION

� Introduction 7

� Part of the process of change 7

� Factors responsible for importance of communication 7

� Large Size of Organizations 7

� Growth of Trade Unions 8

� The Human Relations Aspect 8

� Public Relations Aspect 8

� Technological advancement 8

� Advances in Behavioural Science 8

� Purpose of internal communication 8

��

� Purpose of external communication 9

� Key Points 9


3

DIMENSIONS OF COMMUNICATION

� Introduction 10

� Downward Communication 11

� Problems of downward communication 11

� Upward Communication 12

� Problems of upward communication 12

� The Concept of Ombudsperson 12

� Lateral or Horizontal Communication 12

� Diagonal or Crosswise Communication 12

� Key Points 13


4

CHANNELS OF COMMUNICATION : FORMAL vs. INFORMAL

� Introduction 14

� Formal Channel of Communication 14

� The influence of formal channels of communication 14

� Informal channel of communication 14

� Factors responsible for the grapevine phenomenon 15

� Types of grapevine chains 15

� Merits of the Grapevine 15

� Demerits of grapevine 16

� Effective use of the grapevine 16

� Key Points 17


5

PATTERNS OF COMMUNICATION OR ‘COMMUNICATIONNETS’ IN ORGANISATIONS

� Introduction 18

� The basic question 18

� Factors influencing organizational communication 18

� Formal channels of communication 18

� Authority structure 19

� Job specialization 19

� Information ownership 19

� Patterns of communication 19

� Limitations of communication patterns 20

� Key Points 20


��

6

MEANS/MEDIA OF COMMUNICATION : IMPORTANCE OFVERBALIZATION OR USE OF WORDS

� Introduction 21

� Man’s compulsive instinct to verbalize 21

� Content words vs. function words 22

� The living dynamic nature of language 22

� Words and dictionaries 22

� The contribution of the corporate world 23

� The American influence 23

� The importance of English 23

� Three crucial factors regarding the use of words 24

� The location of meaning in the mind 24

� Denotative vs. connotative meaning 24

� Context 24

� Key Points 24


7

A LOOK AT SOME PROMINENT TRADE NAMES

� Introduction 26

� Coinage of trade names 26

� Key Points 28


8

VERBAL COMMUNICATION : ORAL

� Introduction 29

� Formal vs. Informal oral communication 29

� Advantages of oral communication 29

� Limitations of oral communication 30

� Listening 30

� Silence as communication 31

� Key Points 32


9

TELEPHONE CONVERSATION

� Introduction 33

� Answering a business telephone call 33

� Telephone etiquette 34

� Some likely situations 35

� Booking an airline ticket 36

��

� Dealing with a complaint 36

� Key Points 37


10

VERBAL COMMUNICATION : WRITTEN

� Introduction 38

� Salient features of written communication 38

� Written communication in business 39

� Advantages of written communication 39

� Limitations of written communication 40

� Conclusion 40

� Key Points 40


11

NON-VERBAL COMMUNICATION : KINESICS OR BODY LANGUAGE

� Introduction 41

� Reflection of thought, feelings and position 41

� Importance of body language 41

� Facial expression 42

� Eye contact 42

� Gestures 42

� Head, body shape and posture 43

� Appearance 43

� Effective use of body language 43

� Advantages of body language 44

� Limitations of body language 44

� Key Points 45


12

NON-VERBAL COMMUNICATION : PARALANGUAGEOR PARALINGUISTICS

� Introduction 46

� Voice 46

� Pitch variation 46

� Speaking speed 46

� Pause 47

� Non-fluencies 47

� Volume variation 47

� Proper Word Stress 47

� Mixed Signals 48

� Overall Impression of Oral Message 48

��

� Advantages of paralanguage 48

� Limitations of paralanguage 48

� Key Points 49


13

NON-VERBAL COMMUNICATION : PROXEMICS OR SPACE LANGUAGE,TIME LANGUAGE & SURROUNDINGS

� Introduction 50

� Proxemics or Space Language 50

� Intimate Space Language 51

� Personal Space Language 51

� Social Space Language 51

� Public Space Language 51

� Fixed and Semi-fixed Spaces 51

� Space Use 52

� Time Language 52

� Surroundings 52

� Colours 52

� Layout and Design 52

� Conclusion 52

� Key Points 53


14

NON-VERBAL COMMUNICATION : SIGN LANGUAGE - VISUALAND AUDIO ELEMENTS

� Introduction 54

� Visual signs 54

� Audio/sound signals 55

� Advantages of visual and audio/sound signals 55

� Limitations of sign language 56

� Key Points 56


15

CULTURE AND COMMUNICATION

� Introduction 57

� The question/problem of cultural diversity 57

� What is culture? 57

� Implications for verbal communication 58

� Implications for non-verbal communication 58

� Key Points 59


��

16

FUNCTIONS OF COMMUNICATION

� Introduction 60

� Information 60

� Control 60

� Motivation 61

� Emotional expression and interdependence 61

� Conclusion 62

� Key Points 62


17

EMOTIONAL INTELLIGENCE

� Introduction 64

� Negative and Positive Emotions 64

� What is Emotional Intelligence (EI)? 64

� Relevance of Emotional Intelligence 65

� Importance of Emotions 65

� The Child in Everybody’s Heart 65

� Conflict Resolution 65

� Conclusion 66

� Key Points 66


18

CONFLICT AND NEGOTIATION

� Introduction 67

� Conflict defined 67

� Negotiation defined 67

� Characteristics of negotiation situations 68

� Factors important to successful negotiation 68

� Structure of negotiation process 69

� Functional/linguistic content of negotiation 69

� Integrative and distributive processes of negotiations 70

� Guidelines for successful negotiation 70

� Key Points 72


19

GROUP DECISION-MAKING

� Introduction 73

� What is discussion? 73

��

� Ingredients of discussion 73

� Groups vs. The Individual 74

� Advantages of Groups 74

� Disadvantages of Groups 74

� Techniques of group decision-making 75

� Committees and Committee Meetings 75

� Working of a Committee 75

� The role of the group leader/chairperson 75

� Command Meetings 77

� ‘Groupthink’ and ‘Groupshift’ 77

� Brain-storming Sessions 77

� Nominal Group Technique 77

� Delphi Technique 78

� Effectiveness of different group decision-making techniques 78

� Conferences 79

� Seminars and workshops 79

� Employees input in decision-making : An example 80

� Guidelines for attending a meeting 80

� Conclusion 81

� Key Points 81


20

PRESENTATIONS AND INTERVIEWS

� Introduction 83

� Presentations : Occasions and definition 83

� Guidelines for the use of visual aids 86

� Interview : Meaning and purpose 87

� The essential features of an interview 87

� The structure of an interview 88

� How to conduct an interview? 88

� Guidelines for the interviewee 90

� Key Points 90


21

SPEECHES : PREPARED vs. IMPROMPTU

� Introduction 92

� Likely occasions for speech making 92

� Guidelines for preparing a speech 93

� Speech No. 1 95

� Speech No. 2 97

� Comments on the reproduced speeches 99

��

� Emulation of great speakers/speeches 101

� Making impromptu speeches 102

� Key Points 104


22

COMMUNICATION AND CUSTOMER CARE/CUSTOMER RELATIONS

� Introduction 106

� Striving toward competitive advantage 106

� An Example : The Customer Orientation of Modern Banks 106

� The overall changing scenario 107

� Customer as partner in production and distribution 107

� Customer friendly orientation of employees 108

� Implications for hiring the right people 108

� A proposed framework for communication with customers 108

� Conclusion 109

� Key Points 109


23

BUSINESS ETIQUETTE


� The first meeting 111

� Dressing appropriately 112

� Business meals 112

� Attending meetings 113

� Giving gifts 113

� Kindest consideration for others 113

� Key Points 114


24

ADVERTISING


� Kinds of advertisement 115

� Recent trend in advertising 116

� A look at four model advertisements 116

� Advertisement No. 1 116




� Basics of an advertisement copy 119

��

� Display vs. Classified advertisements 119

� Resourcefulness of advertising 120

� A look at the language of advertisement 121

� Deceptive aspects of advertising 122

� Key Points 123


25

COMMUNICATION FOR PUBLIC RELATIONS


� The ‘public’ of an organization 125

� Selling a product v. Selling the image 125

� Functions/activities of public relations department 126

� Key Points 128


26

CORPORATE COMMUNICATION


� Whom does a corporation communicate to? 129

� Corporate communication strategy 129

� Image, identity and reputation 130

� Corporate Social Responsibility (CSR) 130

� Crisis Communication 131

� Key Points 131


27

TECHNOLOGY OF BUSINESS COMMUNICATION


� The three ‘waves’ 133

� Early innovations and conventional office 133

� Electronic revolution and other advances 134

� Telecommunications 134

� Integration of modern technologies 136

� Key Points 136


28

ETHICS AND VALUES IN BUSINESS COMMUNICATION


� Social implications 138

� Traditional approach 138

��

� Ten commandments of ethical communication 139

� Certain unethical practices 139

� A look at some genres from ethical viewpoint 140

� Some Cardinal Ethical Questions 141

� Organizational set up and ethics 141

� Ethics in advertising 142

� Ethical challenges in the internet age 143

� Key Points 143


29

BARRIERS AND BREAKDOWNS IN COMMUNICATION


� Noise 146

� Lack of planning 146

� Wrong/unclarified assumptions 146

� Semantic problems 146

� Cultural barriers 147

� Socio-psychological barriers 147

� Emotions 147

� Selective perception 147

� Filtering 147

� Information overload 147

� Loss by transmission 147

� Poor retention 148

� Poor listening 148

� Insufficient period for adjustment 148

� Goal - Conflicts 148

� Offensive style of communication 148

� Key Points 148


30

GUIDELINES FOR EFFECTIVE COMMUNICATION


� Clarity of purpose 150

� Shared activity 150

� Common set of symbols 150

� Focus the needs of the receiver 150

� ‘Use feedback’ 151

� Active listening 151

� Controlling emotions 151

� Politeness 151

� Eliminate noise 151

��

� Clarify assumptions 151

� Avoiding connotations and ambiguities 151

� Socio-psychological aspect 151

� Completeness 152

� Conciseness 152

� Proper use of body language 152

� Key Points 152


PART 2

ENGLISH FOR EFFECTIVEBUSINESS COMMUNICATION

31

BUSINESS ENGLISH OR ENGLISH FOR BUSINESS?


� Commercial/business english 157

� English for business 158

� Business purpose and functions 159

� Business skills 159

� Key Points 160


32

TIPS FOR CLEAR WRITING


� Tips regarding choice of words 161

� Tips for sentence construction 166

� Tips for paragraph design 169

� Key Points 171


33

TIPS FOR PERSUASIVE WRITING


� Highlight the positive 172

� Strive to satisfy 173

� Do more than you are bound to 175

� Avoid exaggeration and overstatement 175

� Respect your reader 176

� Make an appeal 176

� Key Points 177


��

34

AVOIDING SUBSTANDARD WRITING

� Errors in the use of pronouns 178

� Errors in the use of adjectives 179

� Errors in the use of verbs 180

� Errors in the use of adverbs 182

� Some errors in the use of prepositions 182

� Errors in using conjunctions 183

� Errors in the use of articles 183

� Errors in sentence construction 185

35

PUNCTUATION

� Full stop (.) 187

� Question mark (?) 187

� Exclamation mark (!) 187

� Comma (,) 188

� Semicolon (;) 189

� Colon (:) 189

� Apostrophe (’) 189

� Inverted commas (‘ ’) (“ ”) 190

� Dash (—) 191

� Round brackets () 191

� Square brackets [] 191

� Hyphen (-) 191

36

ENGLISH SPELLING

� Silent-letter words 192

� Double-letter words 193

� Word groups 193

� Some common homophones 194

� Some spelling rules 194

37

ENGLISH PRONUNCIATION


� The Difference Between English and Hindi Pronunciation 198

� British or American? 198

� The phonetic script 199

� Some Difficult Sounds for Indian Students 200

� Words in Connected Speech 200

� Stress 201

��

� Rhythm 202

� Intonation 202

� Internal Juncture or Pause 202

� Key Points 203


38

WAYS TO ENRICH VOCABULARY

� Learning Derivatives 204

� Building Vocabulary with Prefixes and Suffixes 205

� Words Often Confused 206

� Pairs/Groups of words 208

� Synonyms and Antonyms 211

� Choice of words - A 215

� Choice of words - B 218

� One word substitution 220

39

SOME FOREIGN WORDS AND PHRASES

� Some Foreign Words and Phrases 225

40

AMERICAN ENGLISH AND SOME RECENT ADDITIONSTO ENGLISH VOCABULARY

� American spelling 231

41

SOME COMMON IDIOMS AND PHRASES

� Idiomatic expressions 233

� Phrasal verbs 234

42

ABBREVIATIONS AND ACRONYMS

� Abbreviations and Acronyms 238

43

NUMERALS

� Numerals 248

44

DOCUMENTATION AND RESEARCH TOOLS

� Citing references (documentation) 251

� Standard reference forms 253

��

� A Sample Questionnaire 255

� Key Points 257


PART 3

THE ART OF BUSINESS LETTER WRITING

45

ESSENTIALS OF EFFECTIVE CORRESPONDENCE


� Simplicity 261

� Conversational Style 263

� Clarity of goal 263

� Public relations aspect 264

� You-attitude 264

� Courtesy 264

� Persuasion 265

� Sincerity 265

� Positive language 265

� Due emphasis 265

� Coherence 265

� Care for culture 265

� Tactful approach 266

� Ethical standard 266

� Key Points 266


46

THE LAYOUT OF A BUSINESS LETTER


� Key Points 275


47

PLANNING THE LETTER


� Thinking about the reader 277

� Steps to plan the letter 277

� The three approaches 278

� Rhetorical conventions 278

� Functional analysis of a business letter 281

� Writing out the letter 282

��

� Key Points 283


48

KINDS OF BUSINESS LETTER


� A look at different types of letters 284

� Key Points 285


49

ENQUIRIES AND REPLIES

� Enquiries 287

� Replies 287

� Quotations 287

� Sample letters 288

� Key Points 293


50

PLACING AND FULFILLING ORDERS


� Ways to place orders 294

� Fulfilling orders 297

� Model invoice 299

� Dealing with incomplete or problem orders 299

� Key Points 302


51

COMPLAINTS AND FOLLOW UP


� Complaining and apologising 303

� Guidelines for drafting complaints 304

� Guidelines for drafting replies to complaints 304

� Key Points 307


52

STATUS ENQUIRIES


� Sources of information about creditworthiness 309

� Conclusion 314

��

� Key Points 314


53

COLLECTION OR DUNNING LETTERS


� Stage 1 ‘will pay’ : Reminders 316

� Stage 2 ‘should pay’ persuasive letters 316

� Stage 3 ‘must pay’ : Last resort letters 318

� Key Points 319


54

SALES LETTERS OR OFFERS


� Characteristics of sales letters 320

� Lengthy Discourse 320

� Focus on a Particular Class 320

� Specialized Information 320

� Arresting Opening 321

� Emotional vs. Rational Appeals 321

� Highly Conversational Style 321

� You-attitude 321

� Urging Action 321

� Postscript 322

� Promise of Continued Contact 322

� Highlighting Important/Exciting Parts of the Message 322

� Key Points 328


55

GOODWILL LETTERS, GREETINGS, ETC.


� Kinds of goodwill letters 329

� Salient features of a goodwill letter 329

� Recent changes 330

� Key Points 333


56

CIRCULAR LETTERS


� Situations requiring circular letters 334

��

� Salient features of a circular letter 334

� Key Points 340


57

APPLICATIONS FOR EMPLOYMENT


� Solicited vs. Unsolicited applications 342

� Application formats 342

� Letters of application 342

� Applications with enlisted particulars 344

� The covering letter 345

� The curriculum vitae/resume 346

� Applications on prescribed form/format 350

� Key Points 354


58

EMPLOYMENT RELATED CORRESPONDENCE(OTHER THAN APPLICATION)


� Letter calling a candidate for written test 357

� Letter calling a candidate for interview 358

� ‘Thank you’ letter following the interview 358

� Writing a follow-up to an application 358

� Letter from a prospective employer to referee 359

� Sample letter asking for reference 359

� Letter of appointment 361

� Job acceptance/consent letter 362

� Job refusal letter 363

� Letter informing non-selection 363

� Key Points 364


59

CORRESPONDENCE OF A COMPANY SECRETARY


� Secretarial correspondence 366

� Key Points 373


��

60

CORRESPONDENCE WITH BANKS


� Key Points 379


61

IMPORT-EXPORT CORRESPONDENCE


� Letter of credit 382

� A glossary of some of the technical terms 383

� Key Points 387


62

INSURANCE CORRESPONDENCE


� Fire Insurance 388

� Accident Insurance 388

� Marine Insurance 388

� Life Assurance/Insurance 388

� Key Points 391


63

AGENCY CORRESPONDENCE


� Salient features of agency correspondence 392

� Key Points 395


64

CORRESPONDENCE WITHGOVERNMENT AUTHORITIES


� Key Points 399


65

REPRESENTATIONS TO PUBLIC AUTHORITIES, TRADEASSOCIATIONS AND CHAMBERS OF COMMERCE


��

� Salient features of a representation 401

� Key Points 403


PART 4

INTRA-ORGANISATIONAL COMMUNICATION

66

MEMORANDA


� The memo format 407

� Tips on writing a memo 408

� Key Points 413


67

NOTICES, CIRCULARS AND ORDERS


� Notices 415

� Circulars and questionnaires 416

� Office orders 418

� Key Points 419


68

STAFF SUGGESTIONS AND COMPLAINTS


� Sample suggestion letters 420

� Grievances/complaints 421

� Key Points 423


69

CORRESPONDENCE WITH REGIONAL/BRANCH OFFICES


� Key Points 426


��

70

AGENDA AND MINUTES


� Notification of board meeting 427

� Compiling minutes 428

� Technique of compiling minutes 428

� Key language points 429

� Key Points 433


71

SUMMARISING OR PRECIS WRITING


� The key language points 435

� Summary of correspondence 439

� Key Points 443


72

REPORT WRITING-1


� The technique of writing a report 444

� The letter-style report 445

� A report with enumerated paragraphs 446

� The schematic report 447

� Key Points 450


73

REPORT WRITING-2


� Guidelines for writing a market survey report 451

� Key Points 454


74

PROPOSAL WRITING


� Types of proposal 455

� Letter of transmittal 455

� Key Points 457


��

75

PERIODICAL PUBLICATIONS FOR INTERNAL CIRCULATION


� Objectives of internal publications 458

� Tips on producing a house journal 459

� Key Points 462


PART 5

EXTERNAL COMMUNICATION

76

PRESS RELEASES AND NOTICES


� Press releases 465

� Press/public notices 469

� Key Points 471


77

INVITATIONS TO TENDER AND BID, AUCTION NOTICES, ETC.



� Key Points 476


78

EXPRESSION OF INTEREST (EOI)


� Analysis 480


� Key Points 480


79

PRESS CONFERENCES, EXHIBITIONS, LAUNCHES


� Invitation to press conference 481

� Exhibition/launch of products/services 482

� Key Points 484


��

80

MAGAZINES, BROCHURES, ETC.


� Salient features of company journals 485

� Key Points 487


81

MAILSHOTS AND REPLY COUPONS


� Types of mail shots 488

� Key Points 490


82

ADVERTISEMENTS FOR SENIOR POSITIONS


� Salient features of advertisements for senior positions 492

� Key Points 495


83

TELEGRAM, TELEX, FAX MESSAGES, CELLPHONE SMS,ELECTRONIC MAIL, BLOG AND TWITTER


� Sending Telegrams 496

� Condensing a letter into a telegram 498

� Telexes 498

� Telex Format 499

� FAX 499

� Cell phone and SMS 500

� Triumph of spoken form over written 501

� Internet and electronic mail 502

� E-mail 503

� The pros and cons of e-mail 503

� Writing e-mail messages 506

� Do’s and don’ts of e-mail style 506

� Smileys 507

� Attaching a letter or memo to an e-mail 507

� Speedy transmission 507

� Using e-mail 507

� E-mail abbreviations and acronyms 508

� Blog and twitter 508

��

� Key Points 510


84

INTERNET AND E-COMMERCE


� What is e-commerce ? 512

� Inter and intranet 512

� Advantages of electronic commerce 513

� Growth of internet 514

� The question of e-commerce security 514

� Key Points 515


85

BRANDS VIS-A-VIS SOCIAL NETWORKING


� Implications for businesses/brands 516

� E-Buying Trends 517

� Travel Websites 517

� Conclusion 518

� Key Points 518


PART 6

ESSAY WRITING

� ESSAY WRITING 521

� QUALITIES OF A GOOD MANAGER 523

� ECONOMIC REFORMS AND THE FUTURE OF INDIAN INDUSTRY 525

� ROLE OF CONSULTANCY ORGANIZATIONS 527

� THE CONSUMER MOVEMENT IN INDIA 529

� THE QUALITIES OF A SUCCESSFUL ENTREPRENEUR 531

� SMALL SCALE INDUSTRIES 532

� COMPUTERS IN BUSINESS 534

� HANDLING CUSTOMER COMPLAINTS 535

� INDIAN TOURISM INDUSTRY 536

� THE USES AND ABUSES OF ADVERTISING 538

� MULTINATIONALS IN INDIA 540

� TRADE FAIRS 542

� SCIENCE AND INDUSTRY 543

� INDUSTRIAL POLLUTION 544

� BUSINESS MORALITY 545

��

� THE EXPANDING ROLE OF A COMPANY SECRETARY 547

� THE QUALITY OF LIFE AND ECONOMIC DEVELOPMENT 549

� THE EMERGENCE OF NEW FINANCIAL INSTITUTIONS 551

� MEDIA IN ADVERTISING 553

� TACKLING THE PROBLEM OF UNEMPLOYMENT 555

� PUBLIC RELATIONS IN INDIA TODAY 557

� THE PROBLEM OF UNACCOUNTED MONEY 559

� SUGGESTED READING 561

INDEX 563

��

· factors responsible for the grapevine phenomenon 15 types of grapevine chains 15 merits of the...

Documents