- Cover
- Title Page
- Contents
- About the Author
- Preface
- 1. Introduction to Business Communication
- Effective Communication Effective Communication
- Communication Bytes 1.1
- Goals of Communication
- Point/Counterpoint
- One-way and Two-way Communication
- Directions of Communication
- Channels of Communication
- Methods of Communication
- Lines of Communication
- Communication Networks
- New Communication Media
- Verbal and Non-verbal Communication
- Information Bytes 1.1
- Communication Bytes 1.2
- The Grapevine
- Miscommunication and Communication Failures
- Barriers to Communication
- Communication Breakdown: Seven Cardinal Mistakes Managers Make
- Communicating Without Adequate Preparation
- Underestimating the Intelligence of the Audience
- Using Inappropriate Channels of Communication
- Believing that Words Speak Louder than Actions
- Listening Only to Good News
- Playing Guessing Games with Employees
- Rarely Talking to Employees
- Information Bytes 1.2
- Communication Barriers and Technology
- Facilitating Effective Communication
- Communication Bytes 1.3
- Communication Strategy
- 2. Theories of Interpersonal and Organizational Communication
- Introduction
- Point/Counterpoint
- Organization of Communication Studies
- Attribution Theory
- Argumentation Theory
- Adaptive Structuration Theory (AST)
- Classical Rhetoric
- Contagion Theory
- Cognitive Dissonance Theory
- Elaboration Likelihood Model
- Enactment Theory
- Framing
- Groupthink
- Communication Bytes 2.1
- Interpretative and Interaction Theories
- Language Expectancy Theory
- Network Theory and Analysis
- Model of Text Comprehension
- Priming
- Media Richness and Media Naturalness Theories
- Reduced Social Cues Approach
- Social Presence Theory
- Semiotics
- Sense-making
- Information Bytes 2.1
- Symbolic Interactionism
- Speech Act Phenomena
- Uncertainty Reduction Theory
- 3. Interpersonal Communication
- Introduction
- Defining Interpersonal Communication
- An Evolving Model for Interpersonal Communication
- Principles of Interpersonal Communication
- Barriers to Interpersonal Communication
- Point/Counterpoint
- Relational Development: The Role of Interpersonal Semantics
- Managerial Implications of the Johari Window
- Johari Window, Tuckman Model, and Team Development
- Emotional Intelligence
- Communication Bytes 3.1
- Getting Along with Others
- Information Bytes 3.1
- Interpersonal Communication Styles
- Interpersonal Communication Under Stress
- 4. Analysing Transactions: The Units of Communication
- Introduction
- Communication Bytes 4.1
- The Role of Intonation
- Strokes
- The Three Ego States
- Point/Counterpoint
- Analysing Transactions
- Transactional Analysis and Business
- How to Manage Conversations
- Structural Analysis
- Understanding Ego States
- Information Bytes 4.1
- Certain Habits of Ineffective Conversationalists
- 5. The Language of Persuasion
- 6. Communicating in a Diverse Work Environment
- 7. Crisis Communication Strategies
- 8. Business Meetings and Negotiations
- Introduction
- Meetings: A Waste of Time?
- Information Bytes 8.1
- Meetings: Definition and Types
- Key Attributes of a Productive Meeting
- A Tentative Model of the Process of Meeting
- Meeting Etiquette
- Communication Bytes 8.1
- Information Bytes 8.2
- Do's and Don'ts in a Meeting
- Handling Disruptions in Meetings
- The Agenda and Minutes of a Meeting
- Challenges Before Managers
- Negotiation
- Point/Counterpoint
- 9. Preparing and Delivering Presentations
- Introduction
- Importance of Presentations
- Types of Presentations
- Common Problems with Presentations
- The Central Tenets of Presentations
- Point/Counterpoint
- Presentation Strategies
- Preparation and Delivery
- Communication Bytes 9.1
- Opening, Closing, and Sustaining the Presentation
- Communication Bytes 9.2
- Getting Ready to Deliver a Presentation
- Information Bytes 9.1
- 10. Introduction to Business Writing
- Introduction
- Poor Writing and Liability
- Information Bytes 10.1
- Technology and Writing
- Academic Writing and Business Writing
- Point/Counterpoint
- Roadblocks to Writing on the Job
- Grammar
- Developing Words, Sentences, and Paragraphs
- Communication Bytes 10.1
- Messages
- Document Layout
- Readability: How Clear Is Your Writing?
- Written Communication in a Multicultural Environment
- Ethical Writing Practices
- Information Bytes 10.2
- 11. The Writing Strategy
- 12. Business Letters, Memorandums, and E-mails
- 13. Planning, Composing, and Writing Reports
- Introduction
- Qualities of An Ideal Report
- Communication Bytes 13.1
- Types of Reports
- Direct and Indirect Reporting Styles
- Formal and Informal Reporting Styles
- Stages in Report Writing
- Parts of Report
- Information Bytes 13.1
- Visual Aids in Report Writing
- A Short Note on Preparing a Summary or an Abstract
- Business Proposals
- Point/Counterpoint
- 14. Employment Communication
- Appendix 1
- Appendix 2
- Appendix 3
- Appendix 4
- Appendix 5
- Appendix 6
- Appendix 7
- Notes
- Acknowledgements
- Copyright
Chapter 5
1. Taken from <http://www.brainyquote.com/quotes/quotes/a/aristotle402049.html>, accessed on May 23, 2011.
2. R.E. Petty and J.T. Cacioppo, “The Elaboration Likelihood Model of Persuasion,” Advances in Experimental Social Psychology (1986) 19: 123–205.
3. R.B. Cialdini, “Interpersonal Influence” in S. Shavitt and T.C. Brock, eds., Persuasion: Psychological Insights and Perspectives (Boston, MA: Allyn & Bacon, 1994).
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