• Cover
• Halftitle Page
• Title Page
• Copyright Page
• Contents
• Preface
• PART ONE COMMUNICATION FOUNDATIONS
  • CHAPTER 1 NATURE AND SCOPE OF BUSINESS COMMUNICATION
    • Introduction
    • Definitions of Communication
    • Characteristics of Communication
    • Need for Communication
    • Importance of Effective Business Communication
    • Summary
    • Review Questions
  • CHAPTER 2 PROCESS, PRINCIPLES AND MEANS OF COMMUNICATION
    • Process of Communication
    • Principles of Communication
    • Means of Communication
    • Summary
    • Review Questions
  • CHAPTER 3 FLOW OF COMMUNICATION
    • Introduction
    • Types of Communication
    • Summary
    • Review Questions
  • CHAPTER 4 NON-VERBAL COMMUNICATION
    • Introduction
    • Kinesics
    • Paralanguage
    • Proxemics
    • Signals
    • Summary
    • Review Questions
  • CHAPTER 5 LISTENING
    • Importance of Listening
    • The Listening Process
    • Types of Listening
    • Barriers to Effective Listening
    • Steps for Better Listening
    • Summary
    • Review Questions
  • CHAPTER 6 BARRIERS IN COMMUNICATION
    • Introduction
    • Mechanical Barriers
    • Physical Barriers
    • Psychological Barriers
    • Semantic and Language Barriers
    • Interpersonal Barriers
    • Cross-Cultural Barriers
    • Organizational Barriers
    • Measures to Improve Communication Barriers
    • Summary
    • Review Questions
• PART TWO BUSINESS CORRESPONDENCE
  • CHAPTER 7 INTRODUCTION TO BUSINESS WRITING
    • Importance of Business Correspondence
    • Functions of Business Correspondence
    • Characteristics of a Business Letter
    • Physical Aspects of a Business Letter
    • Kinds of Business Letters
    • Summary
    • Review Questions
  • CHAPTER 8 STRUCTURE LAYOUT OF A BUSINESS LETTER
    • Components of a Business Letter
    • General Layout
    • Types of Layout
    • Usage of Certain Words and Terms
    • Common Errors in Letter Writing
    • Summary
    • Review Questions
  • CHAPTER 9 ENQUIRIES, OFFERS, QUOTATIONS AND TENDERS
    • Enquiries
    • Offers
    • Quotations
    • Tenders
    • Summary
    • Review Questions
  • CHAPTER 10 ORDERS, THEIR EXECUTION AND CANCELLATION
    • Orders
    • Execution of orders
    • Cancellation of Orders
    • Summary
    • Review Questions
  • CHAPTER 11 COMPLAINTS AND ADJUSTMENTS
    • Introduction
    • Complaints
    • Adjustments
    • Sample Complaint and Adjustment Letters
    • Summary
    • Review Questions
  • CHAPTER 12 COLLECTION LETTERS OR DUNNING LETTERS
    • Introduction
    • Objectives of Collection Letters
    • Stages Involved in Writing Collection Letters
    • Points to Consider While Drafting Collection Letters
    • Sample Collection Letters
    • Summary
    • Review Questions
  • CHAPTER 13 SALES LETTERS
    • Introduction
    • Purpose of a Sales Letter
    • Advantages of a Sales Letter
    • Structure of a Sales Letter
    • Sales Series or Wear-out Series
    • Sample Sales Letters
    • Summary
    • Review Questions
  • CHAPTER 14 CIRCULAR LETTERS
    • Introduction
    • Characteristics of a Circular Letter
    • Types of Circular Letters
    • Sample Circular Letters
    • Summary
    • Review Questions
• PART THREE SPECIAL BUSINESS CORRESPONDENCE
  • CHAPTER 15 BANK CORRESPONDENCE
    • Introduction
    • Types of Bank Correspondence
    • Characteristics of Bank Correspondence Addressed to Customers
    • Key Point to Remember
    • Letters between Banker and Customer
    • Letters from Customer to the Bank
    • Letters Between Head Office and Branch Office
    • Summary
    • Review Questions
  • CHAPTER 16 INSURANCE LETTERS
    • Introduction
    • Fire Insurance
    • Marine Insurance
    • Life Insurance
    • General Insurance
    • Summary
    • Review Questions
  • CHAPTER 17 SECRETARIAL CORRESPONDENCE
    • Introduction
    • Duties of a Company Secretary
    • Classification of Secretarial Correspondence
    • Points to Remember while Drafting Secretarial Correspondence
    • Secretarial Correspondence with Government Agencies and Others
    • Summary
    • Review Questions
  • CHAPTER 18 GOVERNMENT CORRESPONDENCE
    • Representation
    • Official (Government) Correspondence
    • D.O. Letters
    • Memorandum in Government Institutions
    • Endorsements
    • Notifications
    • Summary
    • Review Questions
  • CHAPTER 19 AGENCY LETTERS
    • Applying for an Agency
    • Drafting an Agency Letter
    • Sample Agency Letters
    • Summary
    • Review Questions
  • CHAPTER 20 LETTERS RELATING TO IMPORTS AND EXPORTS
    • Introduction
    • 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
    • Price Quotations used in Foreign Trade
    • Shipping Advice
    • Import / Export Correspondence
    • Importing through Indent Houses
    • Summary
    • Review Questions
• PART FOUR REPORTS AND PROPOSALS
  • CHAPTER 21 REPORTS - STRUCTURE AND LAYOUT
    • Introduction
    • Front Matter
    • Main Body
    • Back Matter
    • Summary
    • Review Questions
  • CHAPTER 22 BUSINESS REPORT WRITING
    • Introduction
    • Types of Reports
    • Structure of a report
    • Organising the report
    • Characteristics of a Good report
    • Classification of a report
    • Reports by Individuals
    • Reports by Committees
    • Press reports
    • Market reports
    • Reports from Statistical Data
    • Summary
    • Review Questions
  • CHAPTER 23 PROPOSAL DOCUMENTATION
    • Introduction
    • Mechanics of Writing a Proposal
    • Sample Proposals
    • Summary
    • Review Questions
• PART FIVE GROUP COMMUNICATION
  • CHAPTER 24 GROUP AND TEAM INTERACTIONS
    • Group Definitions
    • Types of Groups
    • Characteristics of a Group
    • Group Dynamics
    • Techniques or Formats of Group Decision-making
    • Summary
    • Review Questions
  • CHAPTER 25 TEAM BRIEFING
    • Introduction
    • Process of Team Briefing
    • Sample Team Briefing
    • Benefits of Team Briefing
    • Pre-requisites for Successful Briefing
    • Format of Team Briefing
    • Summary
    • Review Questions
• PART SIX SPOKEN COMMUNICATION
  • CHAPTER 26 ESSENTIAL CONVERSATIONAL ABILITY
    • Introduction
    • Types of Conversations
    • Strategies for Effective Conversations
    • Telephone Conversation
    • Summary
    • Review Questions
  • CHAPTER 27 PUBLIC SPEAKING
    • Introduction
    • Occasions Warranting a Presentation in Business
    • Components of a Presentation
    • Steps for a Successful Presentation
    • Summary
    • Review Questions
• PART SEVEN TECHNOLOGY - AIDED BUSINESS COMMUNICATION
  • CHAPTER 28 INTERNET / E-MAIL / WEB-BASED COMMUNICATION
    • Introduction to Electronic Mail (E-mail)
    • E-mail - Name and Address
    • Mechanics of an E-mail
    • Characteristics of an E-mail Message
    • Layout of E-mail Messages
    • Formating E-mail Messages
    • Memos Via E-mail Messages
    • Smart E-mail Practices
    • E-mail Ethics
    • Tips for Effective E-mail Usage
    • Summary
    • Review Questions
  • CHAPTER 29 IT TRENDS IN COMMUNICATION
    • Introduction
    • Implications of Technology on Modern Business
    • Impacts of Technology-aided Communication on Business Enterprises
    • Modern Communication Devices
    • Recent Trends in Communication Technology
    • Summary
    • Review Questions
• PART EIGHT INTERNAL COMMUNICATION
  • CHAPTER 30 MEMOS / CIRCULARS / NOTES
    • Introduction
    • Memorandum
    • Office Order
    • Office Circular
    • Office Note
    • Summary
    • Review Questions
  • CHAPTER 31 COMPANY MEETINGS, AGENDA AND MINUTES
    • Meetings
    • Agenda
    • Minutes
    • Summary
    • Review Questions
• PART NINE CORPORATE COMMUNICATION
  • CHAPTER 32 INTERNAL COMMUNICATION
    • Introduction
    • Forms of Corporate Communication
    • Internal Corporate Communication
    • Summary
    • Review Questions
  • CHAPTER 33 PUBLIC RELATIONS (PR)
    • Introduction
    • Objectives of PR
    • Constituencies or Stakeholders of a Company
    • Means of Communicating with Internal Public
    • Means of Communicating with External Public
    • Tools of Pr
    • Conference
    • Summary
    • Review Questions
• PART TEN EMPOLOYMENT COMMUNICATION
  • CHAPTER 34 APPLICATION LETTER AND RÉSUMÉ
    • Application for Appointments
    • Sample Application Letters and Resumes
    • Summary
    • Review Questions
  • CHAPTER 35 EMPLOYMENT DOCUMENTATION
    • Introduction
    • Drafting an Advertisement Copy
    • Drafting Appointment Letters
    • Letter of Recommendation
    • Testimonials
    • Letter of Credit
    • Summary
    • Review Questions
  • CHAPTER 36 INTERVIEWS
    • Introduction
    • Steps in Interview Process
    • Interview as a Selection Tool
    • Different Kinds of Interviews Conducted in the Selection Process
    • Qualities of an Interviewer
    • Ineffective Interview
    • Measures for Making an Interview Effective
    • Preparation for Interview
    • Kinds of Interviews
    • Summary
    • Review Questions
• Glossary
• 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.