Business Communication

Business Communication

Made Simple

2nd Edition - April 27, 1987

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  • Author: E. C. Eyre
  • eBook ISBN: 9781483103679

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Description

Business Communication: Made Simple, Second Edition covers business needs and the examination requirements of professional and other examining bodies relating to commerce and industry. The book starts by giving an introduction to the study of communication. The text also discusses some of the main factors that interfere with common understanding between the communicators and inhibit cooperation; the importance of effective communication; the role played by perception, attitude, and motivation in communication; and the need for previous experience or knowledge. The influence of prejudice on the presentation of facts and opinions; the three principal methods of communication; and the factors involved in creating an effective system of communication in an organization are also considered. The book tackles the lines of internal communication; the effects of authority and responsibility on communication; the various ways in which efficient external and internal communication is achieved; and the problem of staff location on communication. The text then describes the informal methods of communication; the importance of letter and report writing; the need for form design and control; as well as some aspects of written language. The importance of verbal communication and information technology are also discussed. Business executives and company and commercial accountants will find the volume invaluable.

Table of Contents


  • Preface

    Preface to Second Edition

    1. Introduction to the Study of Communication

    A Definition

    The Meeting of Minds

    Meanings of Words

    Factors Affecting Effective Communication

    Communicating without Words

    Verbal Communication

    Interference and Distractions

    Questions

    2. The Importance of Communication

    Effective Communication is Essential

    Language

    Timing

    The Medium

    Attitudes

    Logic in Communication

    Psychology in Communication

    Subjectivity

    Objectivity

    Questions

    3. Perception and Understanding

    Perception and Experience

    Faulty Perception

    Ambiguity

    Mental Retrieval

    Questions

    4. Attitude and Motivation

    Prejudiced Experience

    Personal Involvement

    Motivation

    Group Attitude and Motivation

    Improving Motivation

    Inflexibility of Group Motivation

    Questions

    5. Facts, Opinions and Their Presentation

    Fact or Opinion?

    Honest Opinion and Prejudiced Opinion

    Opinions Used as Facts

    How Facts Can Be Twisted

    Appropriate Presentation of Facts

    Questions

    6. Methods of Communication

    The Three Main Methods of Communication

    Examples of Inappropriate Methods

    Practical Considerations

    Criteria for the Choice of Method

    The Distinction between Written and Spoken Communication

    Questions

    7. Communication in Industry and Commerce

    Different Organizations, Different Needs

    Management Objectives

    Management Communication and the Worker

    Creation of Worker Attitudes

    Information Systems

    Questions

    8. Lines of Internal Communication

    Vertical Communication

    The Communication Burden on Middle Management

    'Quasi-vertical' Communication

    Horizontal Communication

    Difficulties in Vertical Communication

    Difficulties in Horizontal Communication

    Questions

    9. The Effects of Authority and Responsibility

    The Effect of Authority

    The Effect of Responsibility

    Staff Responsiveness

    Generating Staff Cooperation

    Joint Consultative Committees

    Suggestion Schemes

    Questions

    10. Considerations of External Communication

    Written Methods

    Letters

    Methods of Sending Letters

    Postcards

    Cables

    Telex

    Facsimile Telegraphy

    Telewriting

    The Telephone

    Electronic Methods

    Selection of Appropriate Methods

    Questions

    11. Considerations of Internal Communication

    Who May Use the System

    The Organization Pattern and the Communication Network

    Methods of Internal Communication

    The Internal Telephone

    Personal Contact

    The Memorandum

    Transmitting Paperwork

    Communicating on Staff Matters

    Numerical Information

    The Pie Chart

    The Graph

    The Bar Chart

    The Pictogram

    The Gantt Chart

    Charts

    The Procedure Record Chart

    Flow Charts

    Organization Charts

    Sociograms

    Questions

    12. Staff Location

    Internal Telephones

    Teleprinter Installations

    Public Address Systems

    Signal Lights

    Personal Paging

    Two-way Radio

    The Radio Telephone

    Questions

    13. Informal Methods of Communication

    The 'Grape-Vine'

    Using the 'Grape-Vine' to Advantage

    The Canteen Lunch

    Social Gatherings

    Membership of Social Organizations

    Other Channels

    Questions

    14. Letter Writing

    Functions of a Letter

    Points in Writing Effective Letters

    Making Letters Easy to Deal With

    Saving Time in Letter Writing

    The Form Letter

    Selection from Pre-written Paragraphs

    Word Processing

    Composition of Letters by the Secretary

    The Simplified Letter

    The 'Speedy Reply'

    Using Dictating Machines

    Following up Letters

    Memoranda

    Easy Reply Memorandum Forms

    Questions

    15. Report Writing

    A Definition

    Basic Principles

    Planning and Preparing a Report

    Terms of Reference

    For Whom Intended

    Headings

    Drafts

    Meeting the Required Date

    Style

    Presentation

    A Specimen Report

    Questions

    16. Form Design and Control

    The Need for Forms

    Principles of Form Design

    Practical Considerations

    Contents

    Putting the Questions

    Means of Completion

    Forms for Export Documentation

    Control of Forms

    A Specimen of an Improved Form

    Questions

    17. Some Aspects of Written Language

    Style

    Vocabulary

    Technical Writing

    First or Third Person

    Active or Passive Voice

    Positive and Negative Statements

    Subjectivity and Objectivity

    Sentence Structure

    The Length of Sentences

    English Usage versus American Usage

    Jargon

    Slang

    Clichés

    Questions

    18. The Summary or Précis

    The Need for Summaries

    Simple Rules for Writing a Summary

    A Worked Example

    Tense

    Summarizing Correspondence

    A Worked Example

    Questions

    19. Sources of Information

    The Public Library

    Specialist Journals and Newspapers

    Specialist Bodies

    Abstract Services

    Radio and Television

    Making Notes

    Questions

    20. Verbal Communication

    Differences between Spoken and Written English

    The Use of Facial Expression, Gesture and Inflection

    Immediate Feedback

    Drawbacks to Verbal Communication

    Verbal Instructions

    Discussion and Debate

    Argument

    Questions

    21. The Telephone

    External Telephones

    Internal Telephones

    Using the Telephone Effectively

    Saving Time on the Telephone

    The Switchboard Operator

    Questions

    22. Public Speaking

    Some General Points

    Notes

    Preparing a Speech

    Delivery of your Speech

    The Voice

    Your Hands and Mannerisms

    Questions from the Audience

    Audience Apathy

    Radio and Television Interviews

    Questions

    23. Practical Visual Aids in Public Speaking

    The Chalkboard

    The Overhead Projector

    Other Alternatives to the Chalkboard

    The Episcope

    The 35 mm Projector

    Film Strips

    Moving Films

    Video Recorders

    Closed-Circuit Television

    Tape Recorders

    Questions

    24. Interviews

    Defining an Interview

    The Elements of an Interview

    The Environment

    The Interviewer's Behavior

    Information Flow

    The Theme of the Interview

    Behavior the Interviewer Should Avoid

    Staff Selection Interviews

    Interviewing Panels

    Questions

    25. Meetings

    A Definition

    Kinds of Meeting

    The Meeting to Inform

    The Meeting to Persuade

    The Consultative Meeting

    The Inquiring Meeting

    Making a Meeting Effective

    The Conduct of a Meeting

    The Appointment of a Chairman

    The Duties of a Chairman

    Standing Orders

    Committee Meetings

    Criticism of Committees

    Notice of Meetings

    The Agenda

    Methods of Voting

    Minutes

    A Glossary of Meetings Terms

    Questions

    26. Public Relations, Advertising and the Mass Media

    Public Relations

    Advertising

    Choosing the Advertising Medium

    The Mass Media

    The Influence of the Mass Media

    Questions

    27. Effective Reading and Effective Listening

    Reading

    Listening

    Barriers to Effective Listening

    Questions

    28. Information Technology Now and in the Future

    Electronic Typewriters

    Word Processors

    Microcomputers

    The Future

    Information Technology and People

    Questions

    Appendix: Suggested Further Reading

    Index




Product details

  • No. of pages: 272
  • Language: English
  • Copyright: © Made Simple 1987
  • Published: April 27, 1987
  • Imprint: Made Simple
  • eBook ISBN: 9781483103679

About the Author

E. C. Eyre

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