Business communication

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

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