BUSINESS COMMUNICATION
By: BHATIA,RC
Material type:
TextPublisher: ANE BOOKS PVT LTD ISBN: 978-8180522369Subject(s): PART I BASICS OF COMMUNICATION Communication: Its Meaning, Importance, and Process Meaning ,--Importance of Effective Communication in Business ,___Tht,Process of Communication or Elements of Communication Process Characteristics of Communication Need for Communication Questions Objectives of Communication To Give and Receive Information To Provide Advice To Provide Counselling To Issue Orders and Instructions To Impart Education and Training To Receive Suggestions To Persuade People To Issue Warning and Notice To Improve Morale To Motivate People To Improve Discipline Questions VMeans/Media and Types of Communication Verbal Communication Verbal Communication: Oral Advantages of Oral Communication Limitations of Oral Communication Listening as a Communication Tool Effective Listening Importance of Listening Types of Listening Barriers to Effective Listening How to Make Listening Effective Questions / Verbal Communication: Written Characteristics of Written Communication Importance of Written Communication. Advantages of Written Communication
Limitations of Written Communication
Questions
Non-Verbal Communication
Sign Language
Visual Signs in Business
Advantages of Visual Signals
Audio/Sound Signals
Advantages of Sound Signals
Limitations of Sign Language
Body Language
Expression of our Feelings and Status
Head
Face
Eye Contact
Gestures
Body Shape and Posture
Para Language
Voice
Word Stress
Advantages of Para language
Limitations of Para language
Space, Surroundings and Time
Intimate Space Language
Personal Space Language
Social Space Language
Public Space Language
Different Uses of Space
Fixed and Semi-Fixed Spaces
Surroundings
Colours
Layout and Design
Time Language
Questions
Formal vs. Informal Channels of Communication
Corporate Communication
Communication Concerns of the Manager
Formal Communication
Advantages of Formal Communication
Limitations of Formal Communication
Informal Communication or Grapevine
Factors Leading to the Grapevine Phenomenon
Grapevine Chains
Merits of the Grapevine
Demerits of the Grapevine
Effective Use of the Grapevine.
Types of Communication Downward Communication Limitations of Downward Communication Upward Communication Importance of Upward Communication Limitations of Upward Communication Lateral or Horizontal Communication Advantages Barriers Diagonal or Crosswise Communication Advantages of Diagonal Communication Limitations
The C's of Good Communication Clarity Completeness Conciseness Consideration Correctness Courtesy Careful Use of Body Language Attentiveness Objectivity Use Grapevine Strategically Feedback Elimination of Noise
Bathers to Communication
Noise Lack of Planning Semantic Problems Cultural Barriers Wrong Assumptions Socio-psychological barriers Emotions Selective perception Filtering Information Overload Poor retention Poor listening Goal Conflicts Offensive Style of Communication Insufficient Period for Adjustment Loss by Transmission How to Overcome Communication Barriers? Modern Technology Introduction Telex Advantages of Telex Services Integrated Services Digital Network (ISDN) Computer Local Area Network (LAN) Wide Area Network (WAN) Internet Access to Internet World Wide Web (WWW) Intranet Multimedia Pagers Mobile Phones Advantages of Mobile Telephony Short Message Service (SMS) History of SMS Video Conferencing Advantages Drawbacks Facsimile (FAX) Important Features in a Fax Machine Electronic Mail (E-MAIL) Disadvantages Guidelines for Writing e-mail Message E-mail abbreviations and Acronyms Some e-mail Address of Interest Teleconferencing Telephone Answering Machines Telephone Advantages of the Telephone Disadvantages How to use the Telephone Effectively _ _ . •
Groups: Their Importance and Characteristics Importance Characteristics of Group Personality Advantages and Disadvantages of Groups Advantages of Groups Disadvantages of Groups Discussion Ingredients of Discussion
Techniques of Group Decision Making Committee Meetings Command Meetings Public Speaking and Self-development Body Language and Self-development Listening and Self-development How to Develop Oneself Change in Perceptions Make Best Use of Brain Be Responsible and Proactive Plan Meticulously and Manage Time Never Stop Learning Accept and Respect Other Persons Cultivate Profound, Values Questions Communication Models Communication Models A David Berlo's SMCR Model B Shannon and Weaver Model C Westley and MacLean Model Other Models Interaction and Transaction Information Gathering Questions /Interview Letters of Interview,Appointment,Confirmation, Leave, Promotion,Transfer, Resignation and Termination or Dismissal Essentials for Drafting a Good Interview Letter Types of Interviews Employment Interviews Orientation Interviews Counselling Interviews Performance Appraisal Interviews Grievance Interviews Correctional Interviews Exit Interviews Information Gathering Interviews Staging and Conducting Effective Interviews Planning the Interviews Conducting the Interview Information Gathering Interviews Planning the Interview Conducting the Interview Selection Interview Planning Interview Conducting Interviews Interviewee's Preparation for the Interview Interviewee's Conduct During Interview Appraisal Interviews Appointment Essentials for Drafting.
A Brief Speech by the Chairman of a Company Announcing the Transfer-cum-promotion of a Branch Manager. A brief Speech Bidding Farewell to a Colleague who has Reached the Age of Superannuation. Purpose of Presentations Kinds of Presentations Monologue Presentations Guided Discussions Sales Presentations Factors Affecting Presentations Audience Analysis Communication Environment Personal Appearance Use of Visuals Opening and Closing of Presentation Organisation of Presentation Language and Words Quality of Voice Body Language Answering Questions Giving Effective Presentation Strategy of Presentation Structure of Presentation Support Speech Visual Elements Verbal Elements Vocal Elements Questions 22 Documentation, Bibliography and Methodology Sources of Information Introduction Information External Information Internal Information Information for Planning Sources of Information The Kind of Information that should be Accepted Citing References (Documentation) Methods of Citing Book Entry Periodical Entry Newspaper Article Entry Standard Reference Forms Discussion Footnotes Placement of Quoted and Paraphrased Material Preparing Bibliography Books Periodicals Miscellaneous Publications The Annotated Bibliography .Using Bibliography Using the Library Appendix List of References Bibliography Glossary Index Research Tools and Methodology Specimen Questionnaire Questions
PART II BUSINESS CORRESPONDENCE Definition, Meaning and Importance of Business Correspondence Meaning of Correspondence Types of Correspondence Purpose and Uses of Business Correspondence Importance of Business Correspondence Questions Essential Features of Business Letter Correctness of statement Completeness Courtesy Clearness or clarity Conciseness Convincing power Cleanliness and neatness Questions Parts of a Business Letter and their Layout Parts of a Business Letter Name, Address and Details of the Sender Reference Number of the Sender Date Inside Address Subject and Receiver's Reference Number Salutation Body of the Letter Complimentary Close Signature and Designation Enclosures Copy Marking Initials of the Dictator/Typist P.S. or Postscript and Nota Bener (N.B) Layout of a Business Letter (Format) The Full Block Method (Block Method) Full Indent/Indent Method Semi-Block Method (Mixed Style) Business Communication
Letters Written in Purchase Transaction Enquiry Letter Quotation Letter Order Letter Acceptance Letter Refusal Letter Cancellation of Order Letter Compliance Letter Delay in Compliance of Order Letter Letter on Incomplete or Defective Order Complaint and Claims Letter Adjustment Letter Settlement of Account Letter Questions Enquiry Letter Solicited Enquiry Unsolicited Enquiry Credit Enquiry Questions Quotation Letter Name and Description of Goods Quantity Price Delivery Time Other Terms and Conditions Comparative Statement Questions Order Letter Questions Letter of Acceptance of Order (Confirmation of Order) and Refusal of Order Importance of Acceptance Consequences of Acceptance Whether to Inform the Buyer about Acceptance or Not Method of Acceptance Refusal of Order (Rejection of Order) Questions Follow up Letter and Cancellation of Order Letter Follow-up (of Order) Letters Cancellation of Orders Questions Compliance Letter Railway Receipt (Parcel Way Bill) . Agency Correspondence Appointment of an Agent Questions Telegrams and Confirmations Types of Telegram Language of Telegrams Drafting of Telegram Message Telegram Confirmation Letters Questions Drafting the Advertisements Meaning Characteristics of a Good Advertisement Advertising Media Essentials for Drafting Questions
PART III BANKING CORRESPONDENCE Banking Correspondence Importance and Function of Banks Primary Functions Savings Bank Deposits Current Deposits Fixed Deposits Secondary Functions Ancillary Services Letters Written in Banking Transactions Brevity Clarity Accuracy Tactfulness and Courteousness Secrecy Questions Letters Written by Customer to Bank Letter from a customer to a Bank for opening an Account Letter from a Customer To a Bank Asking for Over Draft Facility Letter From a Customer to a Banker For Stopping Payment Non-payment (Dishonour of a Cheque) Loss of Cheque (Cheque Book) Letter from a Customer to a Bank Issuing Standing Instructions Instruction for Transfer of Funds One Account to Another Account Questions Letters Written by Bank to Customer Letter from the Bank to a Customer Regarding Advice on Consignment Abbreviations and Phrases Used in a Banking Correspondence. Refer to Drawer Effect not Cleared Full cover not Received Questions Credit, Financial or Status Enquiries Meaning Credit Trade and Bank Reference Stages First Stage Second Stage Third Stage: Making Status-Enquiry Fourth Stage: Reply to Status Enquiry Questions
PART IV OFFICIAL CORRESPONDENCE i Types of Official Correspondence Types of Letters written in official Correspondence Official Letter Demi-official Letter (D.O. Letter) /Features of Demi-official Letter enwranklum , Office Memorandum Office Order Notification Resolution Press-communique Noting In Files Endorsement Inter Departmental Communication (Notes) Difference between a Notification and a Proclamation Notice, Agenda and Minutes of Various Official Meetings ,,Minutes -Objectives and Importance of Minutes /inistinction between Minutes and Reports _ASTpes of Minutes _.Specimen of A Minute of Resolution Specimen of A Minute of Narration Specimen of Minutes of Narration Forming Part of Minutes of Resolution Contents of Minutes Guidelines for Writing Minutes Legal Requirements Concerning Minutes Minutes of Statutory Meeting Minutes of Board Meeting Minutes of Annual General Meeting Minutes of Extra-ordinary General Meeting.
Alteration of Minutes Confirmation of Minutes Minutes of the meeting of Staff Association, Club and Society Minutes of an Ordinary General Body Meeting of Youth Club Proforma of List of Items to be Condemned Joint Consultative Committee Meeting Notice for The Joint Consultative Committee Meeting Agenda Questions Correspondence of a Company Secretary Secretary and his Duties Correspondence Correspondence with Directors Correspondence with Shareholders Questions Insurance Correspondence Introduction Need for Insurance Types of Insurance Arranging Insurance Cover Fire Insurance Questions
PART V GRAMMAR
Words Word — Building Prefixes Suffixes Compound Words Synonyms Antonyms One Word for Many Foreign Words and Phrases Abbreviations Pairs That Snare Words Classes Word Classes/Parts of Speech Noun Correct use of Nouns Adjective Placement of Adjective Kinds Degrees Correct Use of Adjectives Some Special Adjectives Pronoun Kinds
Words groups, punctuation and capitalization, reading comprehension, speaking and listening. Common error.
COMMUNICATION ITS MEANING IMPORTANCE AND PROCESS, OBJECTIVES OF COMMUNICATION, MEANS/MEDIA AND TYPES OF COMMUNICATION, VERBAL COMMUNICATION WRITTEN, NON VERBAL COMMUNICATION, FORMAL vs INFORMAL CHANNELS OF COMMUNICATION, TYPES OF COMMUNICATION, THE Cs OF GOOD COMMUNICATION, BARRIERS TO COMMUNICATION,MODERN TECHNOLOGY, GROUPS THEIR IMPORTANCE AND CHARACTERISTICS, TECHNIQUES OF GROUP DECISION MAKING, TIPS FOR CLEAR WRITING, INTRA PERSONAL COMMUNICATION, OBJECTIVES OF COMMUNICATION, MEANS, MEDIA , INTERPERSONAL COMMUNICATION, SELF DEVELOPMENT AND COMMUNICATION,COMMUNICATION MODELS, INTERVIEW, SWOT ANALYSIS, REPORTS, SPEACHES AND PRESENTATION, DOCUMENTATION, BIBLIOGRAPHY AND METHODOLOGY, BUSINESS CORRESPONDENCE DEFINITION MEANING AND IMPORTANCE OF BUSINESS CORRESPONDENCE, ESSENTIAL FEATURES OF BUSINESS LETTER, PARTS OF A BUSINESS LETTER AND THEIR LAYOUT,LETTER WRITTEN IN PURCHASE TRANSACTION, ENQUIRY LETTER,QUOTATION LETTER, ORDER, LETTER OF ACCEPTANCE OF ORDER, CONFIRMATION OF ORDER AND REFUSAL OF ORDER, FOLLOW UP LETTER AND CANCELLATION OF ORDER LETTER, COMPLIANCE LETTER,COMPLAINTS CLAIMS AND ADJUSTMENT LETTERS, COLLECTION LETTER ,DUNNING LETTER, LETTER OF INTRODUCTION AND TESTIMONIAL, LETTER OF OFFER, CIRCULAR LETTERS, SALES LETTER, TRADE CIRCULAR OR SALES PROMOTION LETTER, AGENCY LETTERS, TELEGRAMS AND CONFIRMATIONS, DRAFTING THE ADVERTISEMENTS, BANKING CORRESPONDENCE, LETTERS WRITTERN BY CUSTOMER TO BANK,LETTERS WRITTEN BY BANK TO CUSTOMER, CREDIT, FINANCIAL OR STATUS ENQUIRIES, TYPES OF OFFICIAL CORRESPONDENCE, NOTICE, AGENDA AND MINUTES OF VARIOUS OFFICIAL MEETINGS, CORRESPONDENCE OF A COMPANY SECRETARY, INSURANCE CORRESPONDENCE, WORDS, WORDS CLASSES, WORDS GROUPS,PUNCTUATION AND CAPITAILAZATION, READING COMPREHENSION, SPEAKING AND LISTENING, COMMON ERRORS
| Item type | Home library | Shelving location | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
Text book
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MIIMLIBRARY | RACK NO- 6 | 658.45 (Browse shelf) | Available | 746 |
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