Contents
Preface
1. Nature, Value and Process of Communication
Introduction
Business English as Language of Business Communication
Is Business English a Different Kind of English?
Scope of Business English
Communication to Inform
Communication to Persuade
Basic Forms and Types of Communication
Basic Elements of Communication Process
The Linear Concept of Communication
The Shannon—Weaver Model
The Elements of Communication
Two-way Communication
Value and Self Development
Meetings and Social Visits
Group Behaviour
High-context Cultures
Low-context Cultures
Time As a Cultural Factor
Space As a Cultural Factor
Media of Communication
Communication and Electronic Media
Communication and Social Media
Review Your Learning
Reflect on Your Learning
Endnotes
2. Communication Barriers and Methods to Overcome Them
The Major Difficulties in Communication
Barriers to Communication
Improving Communication
Principles of Effective Communication
The Seven Cs of Communication
Universal Elements in Communication
Review Your Learning
Reflect on Your Learning
Endnotes
3. Oral Communication
What Is Oral Communication?
Importance and Objectives of Oral Communication in Business
Use of English in Oral Communication
The Phoneme
Sounds of English Speech
Phonetic Symbols: The IPA Symbols
Classification of Sounds
The Study of Phoneme
The Syllable
Prosodic Features of an Utterance
Pitch and Intonation
The Rhythmic Patterns of English Speech
The Choice of Tone and Its Significance
Pause
Fluency in Spoken English
Pronunciation
Change of Meaning by the Stress Shift
The English Phonemic System and Its Notation
How to Improve Your Pronunciation
Characteristics and Principles of Effective and Successful Oral Communication
Guidelines for Effective Oral Communication
Barriers to Effective Oral Communication
Language Barrier
To Be Assertive Without Being Aggressive
Being Assertive Without Being Aggressive
Conversation
What Is Conversation?
Social Conversation
Effective Conversation
Review Your Learning
Reflect on Your Learning
Endnotes
4. Written Communication
The Art of Writing
The Skills Required in Written Communication
The Purpose of Writing
Writing to Inform
Writing to Persuade
Principles of Effective Writing
Accuracy
Brevity
Planning, Writing, and Revising: Business Messages
Letters and Memos
Memos: Format and Appearance
Office Memorandum
Good News and Routine Letters
Request Letters
Persuasive Letters
Collection Letters
Examples
Letter of Acknowledgement
Application Letter
Sales Letters
Drafting an Application Letter
The First Paragraph
The Second Paragraph
The Third Paragraph
General Tips
Essentials of Good Business Letters and Memos
Simplicity
Clarity
Conciseness
Standard and Neutral Language
You-Attitude
Sincerity and Tone
Emphasis
Writing E-mails
Receiver's E-mail Account
Subject Line
Sending Copies
Circulars and Notice
Notice
Circular
Report Writing
What Is a Report?
Purpose of a Report
Types of Reports
Objectives of a Report
Writing Reports
Attributes of a Good Report
Methods of Reporting
Reference Style
Books
CV Writing
Heading
Objective
Education
Work Experience
Awards and Honours
Activities
References
Summary
Essentials of a Good CV
Suitable Organization
Appropriate Length
Writing Minutes of Meetings
Elements of Minutes
Paragraph and Essay Writing
What Is a Paragraph?
How to Write a Paragraph and Beyond
Paragraph Development
Features of a Good Paragraph
Essay Writing
Beyond Paragraph: Unity and Coherence
Essay Structure: Beginning, Middle and End
Précis Writing
The Benefits of Précis Writing
Qualities of Good Précis
Guidelines for Making the Summary/Précis
Strategies for Reducing the Number of Words
Using Words for Phrases
Give One Word Substitution
Substitution and Generalization
Count the Number of Words
Sample Précis
Review Your Learning
Reflect on Your Learning
Endnotes
5. Non-verbal Communication
What Is Non-verbal Communication?
Characteristics, Importance, and Forms of Non-verbal Communication
Kinesics
Meta Communication: Body Language and Paralanguage
Proxemics or Space Language, Time Language and Surroundings
Physical Setting
Dress
Personal Space
Gestures
Positive Gestures
Negative Gestures
Vocal Cues
Intonation
Volume
Rate
Fillers
Enunciation
Physical Appearance and the Skill to Present Yourself
Review Your Learning
Reflect on Your Learning
6. Listening
What Is Listening?
How Do We Listen?
Listening As a Management Tool
Principles of Effective Listening
Problems in Effective Listening
Lack of Concentration
Unequal Statuses
The Halo Effect
Complexes
A Closed Mind
Poor Retention
Premature Evaluation and Hurried Conclusions
Abstracting
Slant
Cognitive Dissonance
Inculcating Listening Efficiency
Characteristics of Effective and Ineffective Listeners
Review Your Learning
Reflect on Your Learning
Endnote
7. Organizational Communication
Some Important Functions of Management
Need for Communication in Management
How Communication Is Used by Managers
Communication Concerns of the Manager
Importance of Communication in Management
Communication Structure in an Organization
Vertical Communication
Horizontal Communication
Communication and the Line and Staff Management
Formal and Informal Communication
Formal Communication
Informal Communication
Grapevine
Corporate Communication
Information to Be Communicated at the Workplace
Review Your Learning
Reflect on Your Learning
Endnote
8. Applications
New Media
Phones
Voice Mail
Conference Calls
Cell Phones
Video Conferencing
Telephonic Communication
Making a Call
Common Telephone Courtesies
Telephone Etiquette Observed by Administrative Assistants
Telephone Precautions
Interviews
Types of Interviews
What Does a Job Interview Assess?
Focus of Job Interviews
Strategies for Success at Interviews
Answers to Some Common Interview Questions
Group Discussion
Leadership
GD Protocol
Discussion Techniques
Listening
Negotiation Skills
The Nature of Negotiation
The Need for Negotiation
Factors Affecting Negotiation
Stages in the Negotiation Process
Negotiation Strategies
Business Etiquette
Introductions
Public Speaking
The Art of Public Speaking
Goals of Public Speaking
Speech Styles
The Public Speaking Process
Guidelines for Developing Public Speaking Skills
Presentation Skills
Preparing a Presentation
Visual Aids and Elements
When to Use Visual Aids
How to Use Visual Aids
Different Mediums of Presentation
Time the Presentation
Become Familiar with the Location of the Presentation
Review Your Learning
Reflect on Your Learning
Endnotes
9. Grammar
Avoiding Substandard Language
Language, Tone, and Level of Formality
English Usage
Dangling Modifiers
Vague References of This, That, and Which
Lack of Parallel Construction
Inconsistent Use of Verb Tenses
Choosing the Mood
Separation of Related Sentence Elements
Lack of Subject—Verb Agreement
Lack of Pronoun Agreement
Confusing Adjectives and Adverbs
Punctuation
The Comma
Enriching Vocabulary
Idioms and Proverbs
Foreign Words and Phrases
Latin Words and Phrases
Some English Idioms
Phrasal Verbs
Some Common Phrasal Verbs
Review Your Learning
Reflect on Your Learning
Endnote
