Business Communication

Preface Preface to Second Edition1. Introduction to the Study of Communication A Definition The Meeting of Minds Meanings of Words Factors Affecting Effective Communication Communicating without Words Verbal Communication Interference and Distractions Questions 2. The Importance of Communication Effective Communication is Essential Language Timing The Medium Attitudes Logic in Communication Psychology in Communication Subjectivity Objectivity Questions 3. Perception and Understanding Perception and Experience Faulty Perception Ambiguity Mental Retrieval Questions 4. Attitude and Motivation Prejudiced Experience Personal Involvement Motivation Group Attitude and Motivation Improving Motivation Inflexibility of Group Motivation Questions 5. Facts, Opinions and Their Presentation Fact or Opinion? Honest Opinion and Prejudiced Opinion Opinions Used as Facts How Facts Can Be Twisted Appropriate Presentation of Facts Questions 6. Methods of Communication The Three Main Methods of Communication Examples of Inappropriate Methods Practical Considerations Criteria for the Choice of Method The Distinction between Written and Spoken Communication Questions 7. Communication in Industry and Commerce Different Organizations, Different Needs Management Objectives Management Communication and the Worker Creation of Worker Attitudes Information Systems Questions 8. Lines of Internal Communication Vertical Communication The Communication Burden on Middle Management 'Quasi-vertical' Communication Horizontal Communication Difficulties in Vertical Communication Difficulties in Horizontal Communication Questions 9. The Effects of Authority and Responsibility The Effect of Authority The Effect of Responsibility Staff Responsiveness Generating Staff Cooperation Joint Consultative Committees Suggestion Schemes Questions 10. Considerations of External Communication Written Methods Letters Methods of Sending Letters Postcards Cables Telex Facsimile Telegraphy Telewriting The Telephone Electronic Methods Selection of Appropriate Methods Questions 11. Considerations of Internal Communication Who May Use the System The Organization Pattern and the Communication Network Methods of Internal Communication The Internal Telephone Personal Contact The Memorandum Transmitting Paperwork Communicating on Staff Matters Numerical Information The Pie Chart The Graph The Bar Chart The Pictogram The Gantt Chart Charts The Procedure Record Chart Flow Charts Organization Charts Sociograms Questions 12. Staff Location Internal Telephones Teleprinter Installations Public Address Systems Signal Lights Personal Paging Two-way Radio The Radio Telephone Questions 13. Informal Methods of Communication The 'Grape-Vine' Using the 'Grape-Vine' to Advantage The Canteen Lunch Social Gatherings Membership of Social Organizations Other Channels Questions14. Letter Writing Functions of a Letter Points in Writing Effective Letters Making Letters Easy to Deal With Saving Time in Letter Writing The Form Letter Selection from Pre-written Paragraphs Word Processing Composition of Letters by the Secretary The Simplified Letter The 'Speedy Reply' Using Dictating Machines Following up Letters Memoranda Easy Reply Memorandum Forms Questions15. Report Writing A Definition Basic Principles Planning and Preparing a Report Terms of Reference For Whom Intended Headings Drafts Meeting the Required Date Style Presentation A Specimen Report Questions16. Form Design and Control The Need for Forms Principles of Form Design Practical Considerations Contents Putting the Questions Means of Completion Forms for Export Documentation Control of Forms A Specimen of an Improved Form Questions 17. Some Aspects of Written Language Style Vocabulary Technical Writing First or Third Person Active or Passive Voice Positive and Negative Statements Subjectivity and Objectivity Sentence Structure The Length of Sentences English Usage versus American Usage Jargon Slang Clichés Questions 18. The Summary or Précis The Need for Summaries Simple Rules for Writing a Summary A Worked Example Tense Summarizing Correspondence A Worked Example Questions 19. Sources of Information The Public Library Specialist Journals and Newspapers Specialist Bodies Abstract Services Radio and Television Making Notes Questions 20. Verbal Communication Differences between Spoken and Written English The Use of Facial Expression, Gesture and Inflection Immediate Feedback Drawbacks to Verbal Communication Verbal Instructions Discussion and Debate Argument Questions21. The Telephone External Telephones Internal Telephones Using the Telephone Effectively Saving Time on the Telephone The Switchboard Operator Questions 22. Public Speaking Some General Points Notes Preparing a Speech Delivery of your Speech The Voice Your Hands and Mannerisms Questions from the Audience Audience Apathy Radio and Television Interviews Questions 23. Practical Visual Aids in Public Speaking The Chalkboard The Overhead Projector Other Alternatives to the Chalkboard The Episcope The 35 mm Projector Film Strips Moving Films Video Recorders Closed-Circuit Television Tape Recorders Questions 24. Interviews Defining an Interview The Elements of an Interview The Environment The Interviewer's Behavior Information Flow The Theme of the Interview Behavior the Interviewer Should Avoid Staff Selection Interviews Interviewing Panels Questions 25. Meetings A Definition Kinds of Meeting The Meeting to Inform The Meeting to Persuade The Consultative Meeting The Inquiring Meeting Making a Meeting Effective The Conduct of a Meeting The Appointment of a Chairman The Duties of a Chairman Standing Orders Committee Meetings Criticism of Committees Notice of Meetings The Agenda Methods of Voting Minutes A Glossary of Meetings Terms Questions 26. Public Relations, Advertising and the Mass Media Public Relations Advertising Choosing the Advertising Medium The Mass Media The Influence of the Mass Media Questions 27. Effective Reading and Effective Listening Reading Listening Barriers to Effective Listening Questions 28. Information Technology Now and in the Future Electronic Typewriters Word Processors Microcomputers The Future Information Technology and People Questions Appendix: Suggested Further Reading Index