Business Communication : for B.Com course of Uttar Pradesh Universities

214 Pages·2011·3.724 MB·English

by  P. D. Chaturvedi, Mukesh Chaturvedi

Business
Communication
Concepts, Cases, and Applications
P. D. CHATURVEDI
Former Professor and Head
Department of Languages
Birla Institute of Technology and Science, Pilani
MUKESH CHATURVEDI
Professor
Birla Institute of Management Technology
Greater Noida
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
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ISBN 9788131763742
eISBN 9788131776018
Head Office: A-8(A), Sector 62, Knowledge Boulevard, 7th Floor, NOIDA 201 309, India
Registered Office: 11 Local Shopping Centre, Panchsheel Park, New Delhi 110 017, India
To the ever-loving memory of
Mrs Pramilla Chaturvedi
Dr Tapesh Chaturvedi
and
Mr Atul Chaturvedi
This page is intentionally left blank.
Contents
Preface xiii
About the Authors xix
PART I THEORY OF BUSINESS COMMUNICATION
Case Study : The Profi le of an Eff ective Communicator 1
1. The Nature and Process of Communication 7
Th e Role of Communication 7
■ AN INSTANCE OF UNCLEAR COMMUNICATION 8
Defi ning Communication 8
Classifi cation of Communication 9
Th e Purpose of Communication 9
Communication to Inform 9
Communication to Persuade 10
Th e Process of Communication 11
Th e Linear Concept of Communication 11
Th e Shannon–Weaver Model 11
Th e Two-way Communication Process 13
Th e Elements of Communication 13
Th e Major Diffi culties in Communication 14
Barriers to Communication 15
Incorrect Assumptions 16
Psychosocial Barriers 16
Conditions for Successful Communication 17
Th e Seven C’s of Communication 18
Universal Elements in Communication 20
■ HOW SENTENCE STRUCTURE AFFECTS MEANING 21
Communication and Electronic Media 23
Communication and Social Media 23
Summary 23
Case: Communication Failure 24
Review Your Learning 24
Refl ect on Your Learning 24
Apply Your Learning 25
Self-check Your Learning 25
Endnotes 26
2. Organizational Communication 27
Th e Importance of Communication in Management 27
Some Important Functions of Management 27
How Communication Is Used by Managers 28
Communication Concerns of the Manager 29
Human Needs 30
Th eory X and Th eory Y 31
vi CONTENTS
Communication Training for Managers 32
Communication Structures in Organizations 32
Vertical Communication 32
Horizontal Communication 33
Line and Staff Management 34
Formal Communication 34
Informal Communication 35
Information to be Communicated at the Workplace 37
Summary 37
Case: Communication Breakdown at City Hospital 38
Review Your Learning 39
Refl ect on Your Learning 39
Apply Your Learning 39
Self-check Your Learning 39
Endnotes 40
3. Intercultural Communication Skills 41
Globalization and Intercultural Communication 41
Th e New Global Mantra: Go Local 42
Cultural Sensitivity 43
Meetings and Social Visits 43
Group Behaviour 44
Paying a Visit 45
Addressing Others 45
Developing Cultural Intelligence 46
High-context Cultures 46
Low-context Cultures 47
Time As a Cultural Factor 47
Space As a Cultural Factor 48
Some Examples of Cultural Diversity 48
Japan 49
France 49
Germany 50
Brazil 50
Guidelines for Intercultural Communication 51
E-Mail and Intercultural Communication 52
Language 52
Culture 52
■ SAMPLE E-MAILS 53
Summary 55
Case: Intercultural Lessons from Crash 56
Review Your Learning 56
Refl ect on Your Learning 57
Apply Your Learning 57
Self-check Your Learning 57
Endnotes 58
PART II FORMS OF BUSINESS COMMUNICATION
4. Oral Communication 59
What Is Oral Communication? 59
Importance of Oral Communication Skills 59
Choosing the Form of Communication 60
CONTENTS vii
Principles of Successful Oral Communication 60
Guidelines for Eff ective Oral Communication 62
Barriers to Eff ective Oral Communication 62
Th ree Aspects of Oral Communication—Conversing, Listening, and Body Language 62
Intercultural Oral Communication 63
■ INTERCULTURAL COMMUNICATION 63
Oral Communication and Electronic Media 64
Phones 65
Voice Mail 65
Conference Calls 65
Cell Phones 66
Video Conferencing 66
Summary 66
Case: Dealing with Outsourcing Backlash 67
Review Your Learning 67
Refl ect On Your Learning 67
Apply Your Learning 67
Self-check Your Learning 68
Endnotes 68
5. Listening 69
What Is Listening? 69
How Do We Listen? 69
Listening As a Management Tool 70
Th e Process of Listening 70
Factors that Adversely Aff ect Listening 71
Lack of Concentration 71
Unequal Statuses 72
Th e Halo Eff ect 72
Complexes 72
A Closed Mind 72
Poor Retention 72
Premature Evaluation and Hurried Conclusions 73
Abstracting 73
Slant 73
Cognitive Dissonance 73
Language Barrier 73
Characteristics of Eff ective and Ineff ective Listeners 74
Guidelines for Improving Listening Skills 75
Responsive Listening 76
Basic Refl ective Response 76
Basic Clarifi cation Response 78
Summary 80
Case: Too Busy To Listen? 80
Review Your Learning 81
Refl ect on Your Learning 81
Apply Your Learning 81
Self-check Your Learning 81
Endnotes 82
6. Non-verbal Communication 83
What Is Non-verbal Communication? 83
Meta-communication 84
Kinesic Communication 84
viii CONTENTS
Characteristics of Non-verbal Communication 84
Classifi cation of Non-verbal Communication 85
Ekman’s Classifi cation of Communicative Movements 85
Face Facts 86
Positive Gestures 86
Negative Gestures 87
Lateral Gestures 87
Responding to Power Posturing 89
Guidelines for Developing Non-verbal Communication Skills 91
Communication Breakdown 92
Summary 94
Case: Everest Textile Mills 94
Review Your Learning 95
Refl ect on Your Learning 95
Apply Your Learning 95
Self-check Your Learning 96
Endnote 96
7. Written Business Communication 97
Th e Art of Writing 97
Th e Skills Required in Written Communication 97
■ INFORMATORY WRITING 98
Th e Purpose of Writing 98
Writing to Inform 98
Writing to Persuade 98
■ PERSUASIVE WRITING 99
Clarity in Writing 99
■ EXAMPLES OF CLEAR AND UNCLEAR WRITING 101
Principles of Eff ective Writing 101
Accuracy 101
Brevity 101
Language, Tone, and Level of Formality 104
■ REWRITING A LETTER 105
Summary 111
Case: On Writing Well 111
Review Your Learning 111
Refl ect on Your Learning 112
Apply Your Learning 112
Self-check Your Learning 112
Endnotes 112
PART III TYPES OF WRITTEN BUSINESS COMMUNICATION
8. Business Letters, Memos, and E-mails 113
Introduction 113
Writing Routine and Good-News Letters 113
Routine Claim Letters and “Yes” Replies 114
Routine Request Letters and “Yes” Replies 116
Routine Orders and Th eir “Yes” Replies 116
Guidelines for a “Yes” Reply 116
Guidelines for a “No” Reply 119
CONTENTS ix
Writing Persuasive Letters 120
■ WRITING A PERSUASIVE LETTER 121
Writing Memos 123
How to Write a Memo 123
Uses of a Memo 123
Essentials of Good Business Letters and Memos 125
Simplicity 125
Clarity 125
Conciseness 126
Standard and Neutral Language 126
You-Attitude 126
Sincerity and Tone 126
Emphasis 127
Planning, Writing, and Revising: Th e Th ree Steps of Successful Writing 127
■ REDRAFTING A MEMO 128
Form and Layout of Business Letters 129
Business-letter Styles 129
Layout and Formatting Guidelines 132
Writing E-mails 133
Receiver’s E-mail Account 133
Subject Line 133
Sending Copies 133
■ A SERIES OF E-MAILS 135
Summary 137
Case: A Reply Sent to an Erring Customer 137
Review Your Learning 137
Refl ect on Your Learning 138
Apply Your Learning 138
Self-check Your Learning 138
9. Report Writing 139
What Is a Report? 139
Th e Purpose of a Report 140
Kinds of Reports 140
Th e Terms of Reference 141
Th e Objectives of a Report 141
Planning and Organizing Information 142
Sequencing Information 142
Outline As a Structuring Device 143
Writing Reports 145
Structure of a Report 146
Basic and Subsidiary Parts of a Report 146
Short Management Reports 147
Memos 147
Letters 147
Long Formal Reports 149
Th e Title Page 149
Acknowledgements 149
Cover Letter 149
Letter of Transmittal 150
Table of Contents 150
Abstract and Executive Summary 150
Discussion and Analysis of Findings 153