Appendix 3: A Sample Report
by Mukesh Chaturvedi, P.D. Chaturvedi
The Art and Science of Business Communication, 4e, 4th Edition
- Preface
- About the Authors
- PART I COMMUNICATION SKILLS
- 1. Profile of an Effective Communicator
- 2. Theatre Technique for Effective Communication and Personality Development
- What is the Theatre?
- What is a Play?
- Story
- Six Stages of Play
- Issues
- Theatre and Communication Skills
- Theatre Technique
- What is Personality?
- Objectives
- Pedagogy
- Areas Covered
- Business Communication
- Interpersonal Communication
- Oral Communication
- Written Communication
- Body Language
- Interpersonal Relations
- Application Areas
- Session-wise Plan
- Evaluation
- Software and Hardware Needed
- The End Product
- Method
- Script Writing
- Script Reading
- Final Presentation
- Conclusion
- Summary
- Case: Stanford Prison Experiment
- Question to Answer
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-Check Your Learning
- Endnotes
- 3. Reading Skills
- What is reading?
- Understanding
- How do We Read?
- How Do Our Eyes Move and Pause and Move?
- Know Your Reading Speed
- Enhancement of Reading Ability/Purpose of Reading
- The Nature of Reading Material/The Reading Style
- Styles of Reading
- Slow Reading Style
- Normal Reading Style
- Rapid Reading Style—Skimming
- Surveying—Process of Reading a Book, Long Article, or Report
- Scanning
- Know the Text Organization
- Training of Eyes
- Guidelines for Effective Reading
- Do’s
- Don’ts
- Reading Efficiency
- Watch the Eye Movement
- Summary
- Case: Chorus Reading
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-Check Your Learning
- Reading Exercises
- Endnote
- 4. Speaking Skills
- Speaking
- The Art of Speaking
- Goals of Speaking
- Speaking Styles
- The Speaking Process
- Guidelines for Developing Speaking Skills
- What is Oral Communication?
- Importance of Oral Communication Skills
- Choosing the Form of Communication
- Principles of Successful Oral Communication
- Guidelines for Effective Oral Communication
- Barriers to Effective Oral Communication
- Three Aspects of Oral Communication—Conversing, Listening, and Body Language
- Intercultural Oral Communication
- ■ INTERCULTURAL COMMUNICATION
- Oral Communication and Electronic Media
- Phones
- Voice Mail
- Conference Calls
- Cell Phones
- Video Conferencing
- Summary
- Case: Dealing with outsourcing Backlash
- Questions to Answer
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 5. Conversation Skills
- What is Conversation?
- Social Conversation
- Effective Conversation
- ■ EFFECTIVE CONVERSATION: AN EXAMPLE
- Conversation Control
- Controlling the Direction of Conversation
- Managing Negative Responses
- Noticing and Recognizing Cues and Clues
- Interpreting Signs and Signals
- Avoiding Parallel Conversation
- Practising Sequential Conversation
- Using Reflection and Empathy
- Cultivating a Sense of Timing
- Summarizing
- Transactional Analysis (TA)
- Psychological Characteristics of Ego States
- Applications of Conversation Control
- Meetings
- Being Assertive Without Being Aggressive
- Controlled Response to Conversational Attacks
- Negotiating Through Conversation Control
- Summary
- Case: Discussing Vandalism
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Questions to Answer
- Self-check Your Learning
- Endnotes
- 6. Listening Skills
- What is Listening?
- How Do We Listen?
- Listening as a Management Tool
- The Process of Listening
- Factors that Adversely Affect Listening
- Lack of Concentration
- Unequal Statuses
- The Halo Effect
- Complexes
- A Closed Mind
- Poor Retention
- Premature Evaluation and Hurried Conclusions
- Abstracting
- Slant
- Cognitive Dissonance
- Language Barrier
- Characteristics of Effective and Ineffective Listeners
- Guidelines for Improving Listening Skills
- Responsive Listening
- Basic Reflective Response
- Basic Clarification Response
- Summary
- Case: Too Busy to Listen?
- Questions to Answer
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 7. Non-verbal Skills
- What is Non-verbal Communication?
- Meta-communication
- Kinesic Communication
- Characteristics of Non-verbal Communication
- Classification of Non-verbal Communication
- Ekman’s Classification of Communicative Movements
- Face Facts
- Positive Gestures
- Negative Gestures
- Lateral Gestures
- Responding to Power Posturing
- Guidelines for Developing Non-verbal Communication Skills
- Communication Breakdown
- Summary
- CASE: Everest Textile mills
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnote
- 8. Writing Skills
- The Art of Writing
- The Skills Required in Written Communication
- The Purpose of Writing
- Writing to Inform
- Writing to Persuade
- ■ INFORMATORY WRITING
- ■ PERSUASIVE WRITING
- Clarity in Writing
- ■ EXAMPLES OF CLEAR AND UNCLEAR WRITING
- Principles of Effective Writing
- Accuracy
- Brevity
- ■ REWRITING A LETTER
- Language, Tone, and Level of Formality
- Summary
- Case: On Writing Well
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- PART II BUSINESS COMMUNICATION
- 9. Nature and Process of Communication
- The Role of Communication
- ■ AN INSTANCE OF UNCLEAR COMMUNICATION
- Defining Communication
- Classification of Communication
- The Purpose of Communication
- Communication to Inform
- Communication to Persuade
- The Process of Communication
- The Linear Concept of Communication
- The Shannon–Weaver Model
- The Two-way Communication Process
- The Elements of Communication
- The Major Difficulties in Communication
- Barriers to Communication
- Incorrect Assumptions
- Psychosocial Barriers
- Conditions for Successful Communication
- The Seven C’s of Communication
- Universal Elements in Communication
- ■ HOW SENTENCE STRUCTURE AFFECTS MEANING
- Communication and Electronic Media
- Communication and Social Media
- Summary
- Case: Communication Failure
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 10. Organizational Communication
- The Importance of Communication in Management
- Some Important Functions of Management
- How Communication Is Used by Managers
- Communication Concerns of the Manager
- Human Needs
- Theory X and Theory Y
- Communication Training for Managers
- Communication Structures in Organizations
- Vertical Communication
- Horizontal Communication
- Line and Staff Management
- Formal Communication
- Informal Communication
- Information to be Communicated at the Workplace
- Summary
- Case: Communication Breakdown at City Hospital
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 11. Cross-cultural Communication
- Globalization and Intercultural Communication
- The New Global Mantra: Go Local
- Cultural Sensitivity
- Meetings and Social Visits
- Group Behaviour
- Paying a Visit
- Addressing Others
- Developing Cultural Intelligence
- High-context Cultures
- Low-context Cultures
- Time As a Cultural Factor
- Space As a Cultural Factor
- Some Examples of Cultural Diversity
- Japan
- France
- Germany
- Brazil
- Guidelines for Intercultural Communication
- E-mail and Intercultural Communication
- Language
- Culture
- ■ SAMPLE E-MAILS
- Summary
- Case: Intercultural Lessons from Crash
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 12. Business Letters, Memos, and E-mails
- Introduction
- Writing Routine and Good-news Letters
- Routine Claim Letters and ‘Yes’ Replies
- Routine Request Letters and ‘Yes’ Replies
- Routine Orders and Their ‘Yes’ Replies
- Guidelines for a ‘Yes’ Reply
- Guidelines for a ‘No’ Reply
- Writing Persuasive Letters
- ■ WRITING A PERSUASIVE LETTER
- Writing Memos
- How to Write a Memo
- Uses of a Memo
- Essentials of Good Business Letters and Memos
- Simplicity
- Clarity
- Conciseness
- Standard and Neutral Language
- You-Attitude
- Sincerity and Tone
- Emphasis
- Planning, Writing, and Revising: The Three Steps of Successful Writing
- ■ REDRAFTING A MEMO
- Form and Layout of Business Letters
- Business-letter Styles
- Layout and Formatting Guidelines
- Writing E-mails
- Receiver’s E-mail Account
- Subject Line
- Sending Copies
- ■ A SERIES OF E-MAILS
- Summary
- Case: A Reply Sent to an Erring Customer
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check your Learning
- 13. Social Media
- Introduction
- Let the first ‘Social Media Games’ begin!
- The Age of Internet Communication Tools
- What does Social Media mean?
- Open Diary
- Weblog
- Characteristics of Social Media
- Classification of Social Media
- Social Presence
- The Concept of Self-presentation
- Nature and Scope of Six Types of Social Media
- Collaborative Projects
- Blogs
- Content Communities
- Social Networking Sites
- Virtual Game Worlds
- Virtual Social Worlds
- Purpose/Choosing the Most Suitable Social Media
- Target Group
- Revisiting the Communication Theory
- Summary
- Case: Was London Olympics 2012 the ‘Social-Olympics’?
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 14. Business Reports
- What is a Report?
- The Purpose of a Report
- Kinds of Reports
- The Terms of Reference
- The Objectives of a Report
- Planning and Organizing Information
- Sequencing Information
- Outline As a Structuring Device
- Writing Reports
- Structure of a Report
- Basic and Subsidiary Parts of a Report
- Short Management Reports
- Memos
- Letters
- Long Formal Reports
- The Title Page
- Acknowledgements
- Cover Letter
- Letter of Transmittal
- Table of Contents
- Abstract and Executive Summary
- Discussion and Analysis of Findings
- Glossary
- Appendix
- Bibliography and References
- Index
- Using Diagrams and Visual Aids in Reports
- Use of Tables
- Index
- Use of Graphics in Reports
- How to Use Figures and Diagrams in Reports
- Summary
- Case: Survey Report for India Representative Office of HRC Business School, France
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 15. Effective Presentations
- Introduction
- What is a Presentation?
- Essential Characteristics of a Good Presentation
- The Difference Between a Presentation and a Lecture
- The Difference Between a Presentation and a Written Report
- Preparing a Presentation
- Identify the Purpose of the Presentation
- Analyse the Audience and Identify Their Needs
- Design and Organize the Information
- Decide on the Medium of Presentation and Visual Aids
- Time the Presentation
- Become Familiar with the Location of the Presentation
- Delivering the Presentation
- Rehearsal
- Body Language
- Handling Questions and Debate
- Tips to Fight Stage Fright
- Summary
- Case: The Presentation Effect
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 16. Business Etiquette
- What is business Etiquette?
- Introductions
- Self-introductions
- Introducing Others
- Handshakes and Non-verbal Gestures
- Telephone/Cell Phone Etiquette
- Making a Call
- Common Telephone Courtesies
- Telephone Etiquette Observed by Administrative Assistants
- Telephone Precautions
- Business Dining
- The Host
- The Guest
- Table Manners
- Interaction with foreign Visitors
- Business manners IN different countries
- Americans
- Europeans
- The Japanese
- Arabs
- Indians
- Inter-organizational Etiquette
- Summary
- Case: Cultural Sensitivity
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 9. Nature and Process of Communication
- PART III STRUCTURED APPLICATIONS
- 17. Communication for Effective Marketing
- Objectives of Marketing Communication
- Tools of Marketing Communication
- Some New Tools of Marketing Communication
- Direct Marketing
- Direct Selling
- Event Marketing
- Exhibit Marketing
- Consumer, Industrial, and Trade Marketing Communication
- Brand, Institutional, and Corporate Marketing Communication
- Marketing Communication Continuum
- Integrated Marketing Communications
- Summary
- Case: Celebrity Endorsement: Shaken or Stirred
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 18. Communication for Effective Negotiations
- What is Negotiation?
- The Nature of Negotiation
- The Need for Negotiation
- Situations Requiring Negotiation
- Situations Not Requiring Negotiation
- Factors Affecting Negotiation
- Location
- Timing
- Subjective Factors
- Persuasive Skills and the Use of You-attitude
- Stages in the Negotiation Process
- The Preparation Phase
- The Negotiation Phase
- The Implementation Phase
- Negotiation Strategies
- Initial Strategies
- During the Discussion
- Reaching an Agreement
- Summarizing
- Deadlocks
- Summary
- Case: Farsighted Negotiation
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- Endnotes
- 19. Communication for Conflict Managemen
- What is Conflict?
- Armed Conflict
- Characteristics of Conflict
- Dynamic Nature of Conflicts
- State of Tension
- Emotional Residue of Conflict
- Management of Conflict
- Negative Conflicts and Positive Conflicts
- Characteristics of Negative Conflicts
- Characteristics of Positive Conflicts
- Interpersonal Conflict as a General State in Modern Life
- Communication as a Bridge of Interpersonal Understanding
- Conflict Management Through Communication
- Management Skills
- Communication Skills
- Managing the Process of Communication in Conflict
- The S-TLC Strategy Conflict Management
- Purposive Communication in Conflict
- Verbal Skills for Communicating in Conflict
- Use of Personalized Language
- Conflict Over Intangible Issues
- Tangible Issues and Conflicts
- Trust Building
- Summary
- Case: MHAI
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 20. Communication for Employment
- Applying for Jobs
- Writing A CV
- The Relationship Between a Résumé and an Application Letter
- The Résumé of a Recent Graduate
- Heading
- Objective
- Education
- Work Experience
- Awards and Honours
- Activities
- References
- Summary
- Guidelines for Preparing a Good CV
- Suitable Organization
- Appropriate Length
- Drafting an application Letter
- The First Paragraph
- The Second Paragraph
- The Third Paragraph
- General Tips
- 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
- Participating in a Group Discussion
- Leadership
- GD Protocol
- Discussion Techniques
- Listening
- Summary
- Case: An Employment Interview
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 21. Written Analysis of Cases
- What is a Case?
- Characterstics of a Case and Its Analysis
- The Process of Case Analysis
- Step 1: Study the Case
- Step 2: Identify the Problem
- Step 3: Define the Problem
- Step 4: Identify the Causes of the Problem
- Step 5: Develop Alternative Solutions
- Step 6: Evaluate the Alternatives
- Step 7: Develop a Plan of Action
- Requirements for a Case Analysis
- Analysis of Communication Breakdown at City Hospital
- The Structure of a Written Case Analysis
- Summary
- Case: Accepting a Contract
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 22. Summer Project Report
- Introduction
- The Difference Between Summer Project Reports and Business/Technical Reports
- General Guidelines for Writing Summer Project Reports
- Objective
- Selection of a Problem
- The Role of Summer Project Mentors
- Writing the Project Proposal
- Components of the Summer Project Report
- Cover and Title Page
- Approval of Organization and Faculty Guides
- Abstract
- Acknowledgements
- Table of Contents
- List of Tables, Figures, Appendices, and Abbreviations
- Chapter I: Introduction
- Chapter II: Research Design
- Chapter III: Results and Conclusions
- Chapter IV: Recommendations
- References
- Appendices
- Project Presentation
- Summary
- Case: Executive Summary of a Consumer Behaviour Study
- Review Your Learning
- Reflect on Your Learning
- Apply Your Learning
- Self-check Your Learning
- 17. Communication for Effective Marketing
- Appendix 1: Grammar, Usage, and Style
- Appendix 2: The Process of Research
- Appendix 3: A Sample Report
- Index
-
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