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
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