THE ART AND SCIENCE OF BUSINESS COMMUNICATION SKILLS, CONCEPTS , CASES AND APPLICATIONS
By: CHATURVEDI PD, CHATURVEDI MUKESH
Material type:
TextPublisher: PEARSON Edition: 4Description: 431ISBN: 978-9332587380Subject(s): COMMUNICATION SKILLS . Profile of an Effective Communicator . Theatre Technique for Effective Communication and Personality Development . Reading Skills .. Speaking Skills .. Conversation Skills . Listening Skills . Writing Skills . Non-verbal Skills BUSINESS COMMUNICATION . Nature and Process of Communication . Organizational Communication . Cross-cultural Communication .Business Letters, Memos, and E-mails . Social Media . Business Reports . Effective Presentations . Business Etiquette STRUCTURED APPLICATIONS . Communication for Effective Marketing.. Communication for Effective Negotiations .Communication for Conflict Management . Communication for Employment . Written Analysis of Cases . Summer Project Report. -- Profile of an Effective Communicator . . Theatre Technique for Effective Communication and Personality Development What is the Theatre? . Theatre and Communication Skills . Theatre Technique . What is Personality? . Pedagogy . Areas Covered .. 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 . 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 . Dos. Don'ts. Reading Efficiency . Watch the Eye Movement . . 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 46 Intercultural Oral Communication. INTERCULTURAL COMMUNICATION .Oral Communication and Electronic Media .Phones. Voice Mail .Conference Calls . Cell Phones. Video Conferencing . Case: Dealing with outsourcing Backlash . . . 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 . . 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 . 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 . 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 . . BUSINESS COMMUNICATION . 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 . 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 . 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 . E-mail and Intercultural Communication . . Case: Intercultural Lessons from Crash . Review Your Learning . Reflect on Your Learning .Apply Your Learning. Self-check Your Learning . 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 194 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 201 Receiver's E-mail Account. Subject Line.Sending Copies. ■ A SERIES OF E-MAILS . . 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 . the 'Social-Olympics'? Review Your Learning . Reflect on Your Learning . Apply Your Learning . .. 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. Discussion and Analysis of Findings .. . Use of Graphics in Reports . How to Use Figures and Diagrams in Reports. Case: Survey Report for India Representative Office of HRC Business School, France. Review Your Learning .Reflect on Your Learning . Apply Your . 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 . Business Etiquette What is business Etiquette? . Telephone/Cell Phone Etiquette . Making a Call . Common Telephone Courtesies . Telephone Etiquette Observed by Administrative Assistants Telephone Precautions . Business Dining . The Host.The Guest 263 Table Manners .interaction with foreign Visitors . Business manners IN different countries . Americans.Europeans . The Japanese .Arabs . Indians . Inter-organizational . STRUCTURED APPLICATIONS . 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 .Stirred . Review Your Learning . . 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 . The Negotiation Phase . The Implementation Phase .Negotiation Strategies . Initial Strategies .During the Discussion.Reaching an Agreement . Summarizing .Deadlocks . . 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 . NegatiDDC classification: 658.45
| Item type | Home library | Shelving location | Call number | Status | Date due | Barcode |
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Text book
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MIIMLIBRARY | RACK NO- 6 | 658.45 (Browse shelf) | Available | 6482 | |
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Text book
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MIIMLIBRARY | RACK NO- 6 | 658.45 (Browse shelf) | Available | 5778 |
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