TY - BOOK AU - Daniels,Dawn AU - Hunter,Amie..et al TI - Business communication SN - 9780195995268 AV - HF5718 .D36 2014 PY - 2014/// CY - South Africa PB - Oxford University Press KW - Business communication N1 - Includes Bibliographical references and Index; Machine generated contents note: ch. 1 The Origins Of Language And Communication Introduction What is communication? Before we had words Body language Sounds Signs Symbols What Is Language? Language is always changing Spoken language Internal language Written language How Language Began Evidence from paleontology What is evolution? Paleontological evidence on the origins of language Evidence from anatomy Lower larynx (voice box) Flexible tongue Smaller teeth and jaw Bigger brain Evidence from genetics Evidence from other animal communication Can our immune system speak? Do honey bees use language? Do birds have language? The great apes Evidence from child language acquisition Evidence from the languages of today When language developed How language developed Why language developed How Writing Evolved How Language Transformed Humanity How Has Humanity Transformed Language? Contents note continued: Why We Communicate In The Way We Do Clarify your purpose Select the method of communication Clarity Speed Distance Permanence Cost The Impact Of Technology On Language Writing the way we speak Taking short-cuts Disregarding proper spelling Ignoring the rules of grammar Using punctuation incorrectly Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 2 Communication Theory Introduction How Good Are Your Communication Skills? Defining Communication And Communication Theory Common Elements Of Communication The role of cognition In communication Cross-Cultural Communication Language Religion and beliefs Values and attitudes Politics Social organisation How Context Affects Communication Historical context Psychological context Cultural context Social context The physical context Models Of Communication Contents note continued: Lasswell's formula or Lasswell's communication model Advantages of model Disadvantages of model The linear model (Shannon and Weaver) Advantages of model Disadvantages of model Berlo's source-message-channel-receiver model Advantages of model Disadvantages of model The transactional model Advantages of model Disadvantages of model The interactive model Advantages of model Disadvantages of model Osgood and Schramm's circular model Advantages of model Disadvantages of model Communication Channels In Business Modes Of Communication Formal and Informal communication Verbal and non-verbal communication Oral communication Written communication Non-verbal communication Kinesics Haptics Professional touch Touch administered through punishment Greeting through the form of touch Guiding as a form of touch Gaining attention through touch Contents note continued: Sympathy administered through touch Friendship and touch Touch through sexual intimacy Proxemics Chronemics Eye contact Posture Para-language Business Communication General communication versus business communication External and Internal communication External communication Internal communication The You-Viewpoint Barriers To Communication Noise Physical noise Psychological noise Physiological noise Semantic noise Intrapersonal barriers Faulty assumptions Differences In perception Stereotypes Mindset Frame of reference Conflicting backgrounds Incorrect inferences Interpersonal barriers Limited vocabulary A mismatch between verbal and non-verbal communication Excessive emotion Communication selectivity Cultural variations Organisational barriers Chinese whispers Information overload Lack of knowledge of a subject Contents note continued: Stressful working environments Unrealistic deadlines The Seven CS Of Communication Clarity Conciseness Concreteness Correctness Coherence Completeness Courteousness Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 3 Organisational Communication Introduction Revisiting The Communication Process The communication process and the transactional model of communication Different Types Of Communication Extrapersonal communication Intrapersonal communication Interpersonal communication Mass media communication Social media communicaiton Small group communication Intercultural communication Public communication Organisational Communication Corporate climate and culture, context and cultural Indicators The external and internal characteristics of corporate culture External characteristics Internal characteristics Leadership Styles Contents note continued: Autocratic/authoritarian style of leadership Democratic/participative/consultative style of leadership Laissez-faire/free rein/"let-it-happen" or "hands-off" style of leadership External And Internal Communication External communication Public relations Marketing Internal communication Directions Of Communication Formal communication Vertical communication Horizontal/lateral communication Diagonal/cross-wise communication Informal communication Informal social groupings The grapevine Phatic communication Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 4 Interpersonal Communication In The Workplace Introduction Interpersonal Communication Communication vs Interpersonal communication Verbal Communication Speaking Improving spoken communication skills Writing Improving written communication skills Listening Receiving information that you hear Contents note continued: Evaluating information that you hear Responding to information that you hear Understanding Information that you hear Non-Verbal Communication Self-Image And Self-Esteem In Interpersonal Communication Self-image Self-esteem The Johari Window Quadrant 1 The open area Quadrant 2 The blind area Quadrant 3 The hidden area Quadrant 4 The unknown area Using the Johari Window in a team context Advantages of the Johari Window Improving Interpersonal Communication Skills Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 5 Reading For Academic Purposes Introduction Reading For Academic Purposes The Comprehensive Reading Process Step 1 The preview phase Skimming Scanning Step 2 Reading for structure Text structure Introduction The body Step 3 Reading for understanding Critical reading How to read a text critically Note-Making Methods Contents note continued: Preview the article Read for structure Read for understanding Method 1 Writing linear notes Method 2 Constructing a mind map of the article Method 3 Writing a summary of the article Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 6 The Writing Process Introduction The Writing Skills Grammar Punctuation Spelling Medium Style Structure Audience The Writing Process Step 1 Pre-writing Step 2 Drafting Step 3 Revising and editing Step 4 Rewriting Step 5 Publishing Paragraph Writing Topic and supporting sentences Cohesion and coherence in writing The use of pronouns The repetition of key words The use of transitions Using parallel constructions The Importance Of Logic And Argument The importance of logic and argument In writing The Role Of Technology In The Writing Process Step 1 Pre-writing Step 2 Drafting Contents note continued: Step 3 Revising and editing Step 4 Rewriting Step 5 Publishing Conclusion Summary Practice Exercises Self-Evaluation Questions ch. 7 Academic Writing And Referencing Introduction Understanding Research Steps In The Research Process Step 1 Select a topic Step 2 Decode and refine the topic Step 3 Identify objectives Step 4 Choose an approach Step 5 Explore the topic Step 6 Plan the search Step 7 Search and select the sources needed Referencing And Academic Writing Plagiarism Referencing and academic writing The author-date referencing style The numerical referencing style Methods of quoting source material Short direct quotations Longer direct quotations Indirect quotations End-text references Reference lists or bibliographies Referencing cards Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 8 Business Writing Introduction Contents note continued: The Core Principles Of Business Writing Clarity Conciseness Structure Accuracy The Professional Writing Process From your hand Documents needed for a job application Curriculum vitae Step 1 Reflect Reflect on your purpose Reflect on your audience Step 2 Plan Keep your personal profile squeaky clean Step 3 Prepare Step 4 Draft Step 5 Review/revise Step 6 Edit/proofread What is the difference between editing and proofreading? Editing Proofreading Step 7 Send your final version Business Letters Format of a business letter Use a letterhead Use modern extreme blocked form Covering letter Covering letter for a job application E-Mails Features of e-mail communication Guidelines for effective e-mail writing Write a clear subject line Give information upfront Request an action Provide a date Never leave the subject line blank Use appropriate greetings Contents note continued: Writing the body of your e-mail Use paragraphs Choose language and grammar carefully Pay attention to style and tone Select an appropriate typeface and font Check spelling and grammar Personalise your e-mail Ending an e-mail Set up an e-mail signature Memoranda Format of a memo Faxes Format of a fax Proposals Step 1 Reflect Step 2 Plan Step 3 Prepare Prepare the content structure: headings and sub-headings Step 4 Draft Step 5 Review/Revise How to find your own reviewers Step 6 Edit/Proofread Step 7 Send Reports Types of business reports Use the professional writing process for reports Reflect and plan Clarify the brief Prepare Draft Review/Revise Edit/Proofread Send Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 9 Stakeholder Communication Introduction Communication With Customers/Clients Marketing Contents note continued: The four Ps of marketing Marketing methods Advertising as a marketing method Events Brochures and product catalogues In-house magazines Advertising The AIDA-formula Persuasive advertising The needs of the target audience Feedback from the consumer An understanding of customers'/clients' psychological needs Advertising media Letters To Clients The sales promotion letter The circular Reply to a letter of enquiry Reply to a letter of complaint Public Relations The functions of public relations Public relations tools Public relations letters Media Communication The main mass media The media/press release Communication with suppliers The Role Of Social Media In Stakeholder Communication Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 10 Grammar Introduction Why Are Good Grammar And Spelling Important? Contents note continued: British English Versus American English Double vs single consonants Common Spelling Conundrums Single and double consonants Weak vowel sounds Changes of spelling when words change form Silent letters In consonant clusters Common Grammar Problems Good Writing Principles Use the active voice How to convert the passive voice into the active voice Use simple language Complex words and their alternatives Use good punctuation The basic signs of punctuation The comma (,) The full stop (.) Ellipsis (...) The exclamation mark (!) The question mark (?) The semi-colon (;) The colon (:) The apostrophe (') Quotation or speech marks ("...") The hyphen (-) Brackets () The slash (/) Prepositions Improving Your Business Writing Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 11 The Listening Process Introduction Listening vs hearing Contents note continued: Talking vs listening The Power Of Listening Effective listening Showing respect Keeping quiet Challenging assumptions Types Of Listening Discriminative listening Comprehensive listening Informational listening Critical listening Empathetic listening Passive listening Pleasurable listening Rapport or Interactive listening Selective listening Why Does Listening Fail? Over-assertiveness Internal mental competition Assumptions about the speaker Assumptions about the situation Laziness Barriers To Listening Improving Listening Skills How to improve listening skills Change attitude Change habits Change techniques Active listening Verbal signs of active and effective listening Non-verbal signs of active and effective listening The Ten Commandments Of Good Listening Handling difficult communication situations The Role Of The Speaker In The Listening Process Contents note continued: Aspects Of Intercultural Listening What is culture? Culture in South Africa Individualism Collectivisism The value of Intercultural communication Barriers to cultural communication Ethnocentrism Language barriers Verbal codes Different non-verbal codes Cultural stereotyping How to listen effectively in an Intercultural environment Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 12 Oral Presentations Introduction The Presentation Process Written reports vs oral presentations Presentation types The Five Key Elements Of Presentations The presenter Enhancing credibility of the speaker How the audience judges the presenter Characteristics of a successful presenter The audience A demographic analysis of the audience The content Planning the structure of your presentation Visual Aids Planning the content of your visual aids The delivery Contents note continued: Methods of delivery Techniques of effective delivery Dealing with fear Dealing with stage fright Making eye contact Developing a good speaking voice Standing and gesturing The setting Post presentation Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 13 Meetings Introduction The Professional Meeting Process Reflect Plan What type of meeting Is best? What is to be covered? How is the meeting to be structured? Who is to attend? Who is to facilitate? Who Is to take notes? When is the meeting to be held? Where is the meeting to be held? Prepare Prepare the content Arrange logistics Equipment list Arranging the space Meet Listening well In meetings Speaking out in meetings Reporting In meetings Capture the event Follow-up Summary of the professional meeting process Types Of Meetings Formal meetings General meetings Contents note continued: Executive committee meetings Extra-ordinary meetings Once-off meetings on a specific topic Regular meetings Writing For Productive Meetings Documents for formal meetings Notices Agendas Minutes Documents for informal meetings Setting up the meeting Preparing for the meeting Taking notes during the meeting Follow-up after the meeting Meeting etiquette Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 14 Conflict And Negotiation Introduction Functional and dysfunctional conflict Types of conflict Intrapersonal conflict Interpersonal conflict Conflict within groups Intergroup conflict Management and staff conflict Inter-organisational conflict Societal/community conflict Causes of conflict Negotiation Grievance Procedure And Disciplinary Action Grievance procedures Advantages of grievance procedures Disciplinary action Contents note continued: Disadvantages of disciplinary action Conflict, Logic And Argument Conclusion Summary Practical Exercises Self-Evaluation Questions ch. 15 The Dynamics Of Business Communication Introduction What is business communication? Lifelong Learning/Self-Improvement Ethics Applying ethics in communication Safety-in-numbers The head-in-the-sand-rationalisation The between-a-rock-and-a-hard-place rationalisation The ifs-no-big-deal rationalisation The entitlement rationalisation The Evolution Of Business Communication The impact of technology on business communication The advantages of technology The disadvantages of technology Conclusion Summary Practical Exercises Self-Evaluation Questions N2 - What is the difference between verbal and non-verbal communication? How do you identify the communication needs of an organization? How do you improve your interpersonal communication skills and recognize cultural barriers to effective multicultural communication? Business Communication provides a practical framework for students and demonstrates how communication functions in today's business environment. The textbook covers discussions around communication theory, cognitive communication, organizational communication, cultural communication, stakeholder communication, the writing and listening process, and academic literacy ER -