Contents. Preface I-5 Chapter-heads I-7 PART ONE COMMUNICATION - A BRIEF SURVEY WHAT IS COMMUNICATION?

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1 Contents PAGE Preface I-5 Chapter-heads I-7 PART ONE COMMUNICATION - A BRIEF SURVEY 1 WHAT IS COMMUNICATION? Learning Objectives 3 Introduction 3 The Meaning of Communication 3 The Process of Communication 4 Components or Essential Ingredients of the Process of Communication 4 Features or Characteristics of Communication 6 Conclusion 6 Key Points 7 Review Questions 7 2 SOME IMPORTANT MODELS OF COMMUNICATION Learning Objectives 8 Introduction 8 Aristotle s Rhetorical Model 8 Shannon-Weaver s Mathematical Model 9 Lasswell s Mass Communication Model 10 Berlo s SMCR Model 10 Schramm s Interactive Model 10 Jakobson s Linguistic Model 11 Dance s Helical Spiral Model 11 Conclusion 12 Key Points 12 Review Questions 12 3 BUSINESS COMMUNICATION : ITS FUNCTIONS AND IMPORTANCE Learning Objectives 13 Introduction 13 What is business communication? 13 The objectives/functions of business communication 13 The growing importance of business communication 14 Conclusion 15 Key Points 15 Review Questions 16

2 4 DIMENSIONS OR DIRECTIONS OF THE FLOW OF COMMUNICATION Learning Objectives 17 Introduction 17 Uses/objectives of downward communication 19 Limitations or problems of downward communication 19 Upward Communication 20 Uses/objectives of upward communication 20 Limitations or problems of upward communication 20 Horizontal or lateral communication 21 Diagonal or crosswise communication FORMAL AND INFORMAL COMMUNICATION : COMMUNICATION NETWORKS AND GRAPEVINE CHAINS Formal Communication Merits or advantages of formal communication Problems or demerits of formal communication Patterns of Communication or Communication Networks Informal Communication or Grapevine Factors responsible for the grapevine Demerits or Disadvantages of the grapevine VERBAL AND NON-VERBAL COMMUNICATION What is Verbal Communication? Oral Communication Advantages of oral communication Limitations/Disadvantages of Oral Communication Written Communication Advantages of Written Communication Limitations/Disadvantages of Written Communication Non-verbal Communication Kinesics or Body Language Sign Language Proxemies or Space Language Paralanguage or Para linguistics

3 Chronemics or time language Haptics or Language of touch Colour language PRINCIPLES OF EFFECTIVE COMMUNICATION AND THE SEVEN C s OF COMMUNICATION Principles of Effective Communication The seven C s of Effective Communication BARRIERS TO COMMUNICATION CORPORATE COMMUNICATION Whom does a corporation communicate to? Corporate Communication Strategy Image, Identity and Reputation Corporate Social Responsibility (CSR) Crisis Communication THE ART OF LISTENING AND SILENCE Hearing vs. Listening Kinds of listening Silence as Communication

4 11 GROUP DISCUSSION, CONFERENCES, SEMINARS AND WORKSHOPS What is Discussion? Ingredients of Discussion Groups vs. the Individual Advantages of Groups Disadvantages of Groups Committees and Committee Meetings Conferences Seminars and Workshops PRESENTATIONS AND INTERVIEWS Presentations : Occasions and Definition Guidelines for the use of Visual Aids Interview : Meaning and Purpose The Essential Features of an Interview The Structure of an Interview How to conduct an Interview? Guidelines for the Interviewee MAKING SPEECHES Likely occasions for Speech Making Guidelines for Preparing a Speech Emulation of Great Speakers/Speeches Making Impromptu or Extempore Speeches CULTURE AND COMMUNICATION The Question/Problem of Cultural Diversity

5 What is Culture? Implications for Verbal Communication Implications for non-verbal Communication SOME IMPORTANT CONCEPTS FOR COMMUNICATION Transactional Analysis or TA Personality and Self-Development Emotional Bank Account SWOT Analysis Interdependence PART TWO BUSINESS LETTER WRITING 16 ESSENTIALS OF EFFECTIVE CORRESPONDENCE Simplicity Conversational Style Clarity of goal Public relations aspect You-attitude Courtesy Persuasion Sincerity Positive language Due emphasis Coherence Care for culture Tactful approach Ethical standard THE LAYOUT OF A BUSINESS LETTER Heading Reference number

6 Date Inside address Attention line Salutation Subject line Body of the letter Formal close Signature block/slot Enclosures (Encl.): Postscript CC or Carbon Copy notation Reference Initials PLANNING THE LETTER Thinking about the reader Steps to plan the letter The three approaches Rhetorical Conventions Rationale Functional Analysis of a Business Letter Replies to Sales Enquiries Offers of Sales Writing out the letter KINDS OF BUSINESS LETTERS A Look at Different types of Letters ENQUIRIES AND REPLIES Enquiries Replies Quotations Sample Letters

7 PLACING AND FULFILLING ORDERS Ways to place orders Fulfilling orders Model Invoice Dealing with incomplete or problem orders COMPLAINTS AND FOLLOW UP Complaining and apologising Guidelines for drafting complaints Guidelines for drafting replies to complaints COLLECTION OR DUNNING LETTERS Stage 1 will pay : Reminders Stage 2 : Should Pay Persuasive Letters Stage 3 must pay : Last resort letters SALES LETTERS OR OFFERS Characteristics of sales letters CIRCULAR LETTERS Situations requiring circular letters Salient features of a circular letter APPLICATIONS FOR EMPLOYMENT Solicited vs. Unsolicited applications Application Formats

8 Letters of application Applications with enlisted particulars The Covering Letter The Curriculum Vitae/Resume Applications on Prescribed Form/Format CORRESPONDENCE WITH BANKS INSURANCE CORRESPONDENCE Fire Insurance Accident Insurance Marine Insurance Life Assurance/Insurance CORRESPONDENCE WITH GOVERNMENT AUTHORITIES PART THREE COMMUNICATION WITHIN THE ORGANIZATION 30 MEMORANDA The memo format Tips on writing a memo NOTICES, CIRCULARS AND ORDERS Notices Circulars and questionnaires Office Orders

9 AGENDA AND MINUTES Notification of Board Meeting Compiling minutes Technique of compiling minutes Key language points A sample final version REPORT WRITING The technique of writing a report The letter-style report Let us look at an example A report with enumerated paragraphs The schematic report Now let us look at an example PROPOSAL WRITING Types of proposal Letter of Transmittal PART FOUR MODES OF QUICK TRANSMISSION OF MESSAGES 35 TECHNOLOGY OF BUSINESS COMMUNICATION The three waves Early innovations and conventional office Electronic revolution and other advances Telecommunications Integration of Modern Technologies

10 36 TELEGRAM, TELEX, FAX MESSAGES, CELLPHONE, SMS, ELECTRONIC MAIL, BLOG AND TWITTER 267 Sending telegrams 267 Sample telegram messages 268 Condensing a letter into a telegram 269 Telexes 270 Advantages of telex 270 Telex format 271 Fax 271 Cellphone and SMS 272 SMS a Wonderful Phenomenon 272 Brevity 273 Alphanumeric Language 273 Triumph of spoken form over written 273 Omission of Vowels 273 Threat to English? 274 Is it Teachable? 274 Internet and electronic mail 274 The Internet 274 Types of Usage The pros and cons of 276 Mail is not secure 277 When to use ? 277 Sample Messages 277 Writing Messages 280 Do s and Don ts of Style 280 Smileys 280 Attaching a letter or memo to an 281 Speedy transmission 281 Let Us Remember That 281 Using abbreviations and acronyms 282 Some addresses of interest 282 Blog and Twitter 283 What is Twitter? PART FIVE APPENDICES APPENDIX A : Tips for Clear Writing 289 APPENDIX B : Avoiding Ungrammatical Writing 302 APPENDIX C : Punctuation 313

11 APPENDIX D : English Spelling 319 APPENDIX E : Ways to Enrich Vocabulary 325