Essentials of Business communication

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ISBN 9789393161369

Publication Date Sun Jan 01 00:00:00 UTC 2017

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Communication skills are vital for anyone from any sphere of life. They are critical skills that help in getting, keeping, progressing and excelling in any given profession. This book Essentials of Business Communication is designed for undergraduate students of commerce and management. It is a spin-off of the author’s best selling book on Business Communication.

Cover
Title Page
Copyright Page
Contents
Preface
Chapter 1. Introduction
- Nature and Scope of Business Communication
- Definitions of Communication
- Characteristics of Communication
- Need for Communication
- Importance of Effective Business Communication
- Process/Elements/Components of Communication
  - Components of the Communication Process
- Principles of Communication
- Means of Communication
  - Verbal Communication
  - Non-Verbal Communication
- Dimensions or Directions or Flow of Communication
  - Downward Communication
  - Upward Communication
  - Horizontal Communication
  - Diagonal or Multidimensional Communication
- Formal and Informal Communication
  - Formal Communication
  - Informal Communication or Grapevine
- Barriers to Communication
  - Mechanical Barriers
  - Physical Barriers
  - Psychological Barriers
  - Semantic and Language Barriers
  - Interpersonal Barriers
  - Cross Cultural Barriers
  - Organizational Barriers
- Measures to Overcome Communication Barriers
- Summary
- Review Questions
Chapter 2. Introduction to Business Writing
- Importance of Business Correspondence
- Functions of Business Correspondence
  - Reference Function
  - Evidence Function
  - To Clear Misunderstanding
  - Sales Promotion
  - Promotion of Goodwill
- Characteristics of a Business Letter
  - Know What to Say
  - Clarity
  - Conciseness or Brevity
  - Accuracy
  - Completeness
  - Courtesy
  - Pleasant
  - Avoid Commercial English
  - Forceful and Convincing
- Kinds of Business Letters
  - Enquiries and Replies
  - Offers and Quotations
  - Orders and their Execution
  - Status Enquiries
  - Complaints, Claims and Adjustments
  - Circular Letters
  - Letters Relating to An Agency
  - Collection or Dunning Letters
  - Application for a Post
  - Recommendation Letters
  - Letters Relating to Export and Import
  - Bank Correspondence
  - Insurance Correspondence
  - Secretarial Correspondence
  - Correspondence with Government Departments
- Summary
- Review Questions
Chapter 3. Structure and Layout of a Business Letter
- Components/Parts of a Business Letter
  - Heading
  - Date
  - Inside Address
  - Salutation
  - Body of the Letter
  - Complimentary Close
  - Signature
  - Enclosures and Postscripts
  - Indication of the Dictator and the Typist
- General Layout
- Types of Layout
  - Full Block Method (Block method)
  - Full Indent / Indent Method (Hanging style)
  - Semi-Block Method (Mixed style)
- Usage of Certain Words and Terms
  - Attention Line
  - Subject Matter
  - Reference Number
  - Enclosures
  - Illustration of Address, Salutation and Complimentary Close
- Common Errors in Letter Writing
- Summary
- Review questions
Chapter 4. Enquiries, Offers, Quotations and Tenders
- Enquiries
  - A Letter of Enquiry
  - Purpose of an Enquiry Letter
  - Reply Letter
  - Sample Letters
- Offers
  - Difference Between an Offer and a Quotation
- Quotations
- Tenders
  - Guidelines for Preparing Tender
- Summary
- Review questions
Chapter 5. Orders, Their Execution and Cancellation
- Orders
  - Introduction
  - Main Contents of an Order Letter
  - Model Letters
- Execution of Orders
  - Delay in the Execution of Order
  - Inability to Execute Order
- Cancellation of Orders
- Summary
- Review Questions
Chapter 6. Complaints and Adjustments
- Introduction
  - Customer Satisfaction — the Supreme Goal of Modern Business
- Complaints
  - A Check on the Quality of Service and Products
  - A Potential Threat Turned into an Opportunity for Growth
  - Careful Choice of Words—an Essential Ingredient
  - In the Case of Imaginary Grievance
  - Reasons for Complaint Letters
  - Hints on Writing Letters of Complaint
- Adjustments
- Sample Complaint and Adjustment Letters
- Summary
- Review Questions
Chapter 7. Collection Letters or Dunning Letters
- Introduction
- Stages Involved in Writing a Collection Letter
  - The Collection Series
- Points to Consider while Drafting Collection Letters
- Sample Collection Letters
- Summary
- Review questions
Chapter 8. Sales Letters
- Introduction
- Purpose of a Sales Letter
- Advantages of a Sales Letter
- Structure of a Sales Letter
- Sample Sales Letters
- Summary
- Review Questions
Chapter 9. Circular Letters
- Introduction
  - Occasions When Circular Letters are Sent
- Characteristics of Circular Letters
- Types of Circular Letters
- Sample Circular Letters
- Summary
- Review Questions
Chapter 10. Bank Correspondence
- Introduction
- Types of Bank Correspondence
  - Formatted Letters
  - Individual Letters
- Key Points to Remember
- Letters Between Banker and Customer
- Letters from Customers to the Bank
- Letters Between Head Office and Branch Office
- Summary
- Review Questions
Chapter 11. Insurance Correspondence
- Introduction
- Fire Insurance
- Marine Insurance
- Life Insurance
- General Insurance
- Summary
- Review Questions
Chapter 12. Secretarial Correspondence
- Introduction
- Duties of a Company Secretary
  - Statutory Duties
  - General Duties
- Classification Of Secretarial Correspondence
  - Correspondence with the Directors
  - Correspondence with the Shareholders
  - Correspondence with the Registrar and the Company Law Board
- Points To Remember While Drafting Secretarial Correspondence
  - To the Directors
  - To the Shareholders
- Summary
- Review Questions
Chapter 13. Agency Correspondence
- Applying for an Agency
- Drafting an Agency Letter
- Sample Agency Letters
- Summary
- Review Questions
Chapter 14. Letters Relating to Imports and Exports
- Introduction
- Usage of Certain Terms
  - Indents
  - Indent Houses
  - Clearing Agents
  - Commission Agents
  - Letter of Credit
  - Bill of Entry
  - Bill of Sight
  - D/A Bill
  - D/P Bill
  - Mate’s Receipt
  - Bill of Lading
  - Certificate of Origin
  - Consular Invoice
- Import/Export Correspondence
- Summary
- Review Questions
Chapter 15. Reports – Structure and Layout
- Introduction
- Front matter
  - Cover
  - Front Piece
  - Title Page
  - Copyright Notice
  - Forwarding Letter
  - Preface
  - Acknowledgement
  - Table of Contents
  - List of Illustrations
  - Abstract and Summary
- Main Body
  - Introduction
  - Discussion
  - Conclusion
  - Recommendations
- Back Matter
  - Appendices
  - List of References
  - Bibliography
  - Glossary
  - Index
- Summary
- Review Questions
Chapter 16. Business Report Writing
- Introduction
- Structure of a Report
  - Title
  - Terms of Reference
  - Procedure
  - Findings
  - Recommendations
- Organizing the Report
  - Simple Letter Form
  - The Memorandum Form
  - Letter-Cum-Text Form
- Characteristics of a Good Report
- Classification of a Report
  - Classification Based on Legal Formalities
  - Classification Based on the Person-in-charge of Preparation
  - Content-Based Classification
  - Periodicity-Based Classification
  - Length-Based Classification
- Reports by Individuals
- Reports by Committees
- Press Reports
  - The Structure of a Press Report
- Market Reports
  - Contents of a Daily Market Report
  - Structure of a Market Report
- Summary
- Review Questions
Chapter 17. Public Speaking
- Introduction
- Components of a Presentation
- Steps for a Successful Presentation
  - Considering the Occasion
  - Audience Analysis
  - Familiarizing Oneself with the Environment
  - Mode of Presentation
  - Preparation of Scripts
  - Preparation of Visuals
  - Preparation of Handouts
  - Feedback Forms
  - Rehearsal of the Presentation
  - Personal Aspects of the Presenter
  - Overcoming Nervousness
  - Making Effective Presentation
- Summary
- Review Questions
Chapter 18. Modern Forms of Communication
- Introduction
- E-mail – Name and Address
- Mechanics of an E-mail
  - Address Book
  - Adding a New Address
  - File Attachment
  - Signature
  - Replying E-mail Message
  - Forwarding a Message
  - Customizing Mail
  - Spam
- Layout of E-mail Messages
  - Subject Line
  - Opening
  - Body
  - Closing
- Smart E-mail Practices
  - E-Mail Ethics
- Impacts of Technology-Aided Communication
  - Positive Impacts
  - Negative Impact
- Modern Communication Devices
  - Fax & Scanner
  - Computers
  - Internet
  - Teleconferencing
  - Audio or Voice Conferencing
  - Video Conferencing
  - Computer Conferencing (CC)
  - Website
  - Mobile Phone
  - E-mail
  - Voice Mail
  - Groupware
  - CD - ROM Databases
  - Instant Messaging (IM)
  - Short Message Service (SMS)
- Recent Trends in Communication Technology
  - Multimedia Applications
  - Hypermedia
  - Artificial Intelligence (AI)
  - Business Intelligence (BI)
  - Knowledge Discovery Database (KDD)
  - Data Warehousing
  - Data Mining
  - Online Analytical Processing (OLAP)
  - Enterprise Resource Planning (ERP)
  - Supply Chain Management (SCM)
  - Customer Relationship Management (CRM)
  - Geographic Information System (GIS)
  - Global Positioning System (GPS)
- Summary
- Review Questions
Chapter 19. Memos / Circulars / Notes
- Introduction
- Memorandum
  - Characteristics of Memorandum
- Office Order
  - Points to be Kept in Mind on Drafting an Office Order
- Office Circular
  - Features of Office Circular
- Office Note
  - Characteristics of Office Note
- Summary
- Review Questions
Chapter 20. Company Meetings, Agenda and Minutes
- Meetings
  - Types of Meetings
  - Drafting Notice for Meetings
- Agenda
  - Ordinary Business Items
  - Special Business Items
- Minutes
  - Hallmarks of a Good Minutes Writing
- Summary
- Review Questions
Chapter 21. Application Letter and Resume
- Application for Appointments
- Sample Application Letters and Resumes
- Summary
- Review Questions
Chapter 22. Employment Documentation
- Introduction
- Drafting an Advertisement Copy
  - Contents of an Advertisement Copy
  - Emoluments
- Drafting Appointment Letters
  - Points to be Incorporated in a Letter of Appointment
  - Drafting a Letter of Appointment
- Letter of Recommendation
  - Letter of Introduction
  - Characteristics of a Letter of Recommendation
  - Contents of a Letter of Recommendation
- Letter of Credit
  - Contents of a Letter of Credit
  - Circular Letter of Credit
- Summary
- Review Questions
Chapter 23. Interviews
- Introduction
- Steps in Interview Process
  - Preparation for Conducting the Interview (Pre-interview process)
  - Conducting the Interview
  - Closing the Interview
  - Finalising the Evaluation
- Different Kinds of Interviews Conducted in the Selection Process
- Qualities of an Interviewer
- Preparation for Interview
  - Pre-interview Initiatives
  - Smart Candidate Behaviour
- Summary
- Review Questions
Index

Dr. K. Sundar is Professor, Department of Commerce, Annamalai University. He has over 25 years of UG and PG teaching experience. A prolific author, he has authored books on Business Communication, Principles of Management, Human Resource Management, Organisation Behaviour, Business Ethics and Entrepreneurship Development.

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