,Business
Communication
P. D. CHATURVEDI
Former Professor and Head
Department of Languages
Birla Institute of Technology and Science, Pilani
MUKESH CHATURVEDI
Professor
Birla Institute of Management Technology
Greater Noida
, To the ever-loving memory of
Mrs Pramilla Chaturvedi
Dr Tapesh Chaturvedi
and
Mr Atul Chaturvedi
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Licensees of Pearson Education in South Asia
No part of this eBook may be used or reproduced in any manner whatsoever without the publisher’s prior written consent.
This eBook may or may not include all assets that were part of the print version. The publisher reserves the right to remove
any material present in this eBook at any time.
ISBN 9788131765036
eISBN 9789332509436
Head Office: A-8(A), Sector 62, Knowledge Boulevard, 7th Floor, NOIDA 201 309, India
Registered Office: 11 Local Shopping Centre, Panchsheel Park, New Delhi 110 017, India
, Contents
Preface ix Theory X and Theory Y 31
About the Authors xi Communication Training for Managers 32
PART I
THEORY OF BUSINESS Communication Structures in
COMMUNICATION Organizations 32
Vertical Communication 32
Case Study : The Profile of an Effective Com
Horizontal Communication 33
municator 1
Line and Staff Management 34
1. The Nature and Process of Communication 7 Formal Communication 34
The Role of Communication 7 Informal Communication 35
AN INSTANCE OF UNCLEAR COMMUNICATION 8 Information to be Communicated at the
Defining Communication 8 Workplace 37
Classification of Communication 9 Summary 37
The Purpose of Communication 9 Case: Communication Breakdown at City
Communication to Inform 9 Hospital 38
Communication to Persuade 10 Review Your Learning 39
The Process of Communication 11 Reflect on Your Learning 39
The Linear Concept of Communication 11 Apply Your Learning 39
The Shannon–Weaver Model 11 Self-check Your Learning 39
The Two-way Communication Process 13 Endnotes 40
The Elements of Communication 13 3. Intercultural Communication Skills 41
The Major Difficulties in Communication 14 Globalization and Intercultural
Barriers to Communcation 15 Communication 41
Incorrect Assumptions 16 The New Global Mantra: Go Local 42
Psychosocial Barriers 16 Cultural Sensitivity 43
Conditions for Successful Communication 17 Meetings and Social Visits 43
The Seven C’s of Communication 18 Group Behaviour 44
Universal Elements in Communication 20 Paying a Visit 45
HOW SENTENCE STRUCTURE AFFECTS Addressing Others 45
MEANING 21 Developing Cultural Intelligence 46
Communication and Electronic Media 23 High-context Cultures 46
Communication and Social Media 23 Low-context Cultures 47
Summary 23 Time As a Cultural Factor 47
Case: Communication Failure 24 Space As a Cultural Factor 48
Review Your Learning 24 Some Examples of Cultural Diversity 48
Reflect on Your Learning 24 Japan 49
Apply Your Learning 25 France 49
Self-check Your Learning 25 Germany 50
Endnotes 26 Brazil 50
2. Organizational Communication 27 Guidelines for Intercultural
The Importance of Communication in Communication 51
Management 27 E-Mail and Intercultural Communication 52
Some Important Functions of Language 52
Management 27 Culture 52
How Communication Is Used by SAMPLE E-MAILS 53
Managers 28 Summary 55
Communication Concerns of the Manager 29 Case: Intercultural Lessons from Crash 56
Human Needs 30 Review Your Learning 56
Communication
P. D. CHATURVEDI
Former Professor and Head
Department of Languages
Birla Institute of Technology and Science, Pilani
MUKESH CHATURVEDI
Professor
Birla Institute of Management Technology
Greater Noida
, To the ever-loving memory of
Mrs Pramilla Chaturvedi
Dr Tapesh Chaturvedi
and
Mr Atul Chaturvedi
Copyright © 2012 Dorling Kindersley (India) Pvt. Ltd
Licensees of Pearson Education in South Asia
No part of this eBook may be used or reproduced in any manner whatsoever without the publisher’s prior written consent.
This eBook may or may not include all assets that were part of the print version. The publisher reserves the right to remove
any material present in this eBook at any time.
ISBN 9788131765036
eISBN 9789332509436
Head Office: A-8(A), Sector 62, Knowledge Boulevard, 7th Floor, NOIDA 201 309, India
Registered Office: 11 Local Shopping Centre, Panchsheel Park, New Delhi 110 017, India
, Contents
Preface ix Theory X and Theory Y 31
About the Authors xi Communication Training for Managers 32
PART I
THEORY OF BUSINESS Communication Structures in
COMMUNICATION Organizations 32
Vertical Communication 32
Case Study : The Profile of an Effective Com
Horizontal Communication 33
municator 1
Line and Staff Management 34
1. The Nature and Process of Communication 7 Formal Communication 34
The Role of Communication 7 Informal Communication 35
AN INSTANCE OF UNCLEAR COMMUNICATION 8 Information to be Communicated at the
Defining Communication 8 Workplace 37
Classification of Communication 9 Summary 37
The Purpose of Communication 9 Case: Communication Breakdown at City
Communication to Inform 9 Hospital 38
Communication to Persuade 10 Review Your Learning 39
The Process of Communication 11 Reflect on Your Learning 39
The Linear Concept of Communication 11 Apply Your Learning 39
The Shannon–Weaver Model 11 Self-check Your Learning 39
The Two-way Communication Process 13 Endnotes 40
The Elements of Communication 13 3. Intercultural Communication Skills 41
The Major Difficulties in Communication 14 Globalization and Intercultural
Barriers to Communcation 15 Communication 41
Incorrect Assumptions 16 The New Global Mantra: Go Local 42
Psychosocial Barriers 16 Cultural Sensitivity 43
Conditions for Successful Communication 17 Meetings and Social Visits 43
The Seven C’s of Communication 18 Group Behaviour 44
Universal Elements in Communication 20 Paying a Visit 45
HOW SENTENCE STRUCTURE AFFECTS Addressing Others 45
MEANING 21 Developing Cultural Intelligence 46
Communication and Electronic Media 23 High-context Cultures 46
Communication and Social Media 23 Low-context Cultures 47
Summary 23 Time As a Cultural Factor 47
Case: Communication Failure 24 Space As a Cultural Factor 48
Review Your Learning 24 Some Examples of Cultural Diversity 48
Reflect on Your Learning 24 Japan 49
Apply Your Learning 25 France 49
Self-check Your Learning 25 Germany 50
Endnotes 26 Brazil 50
2. Organizational Communication 27 Guidelines for Intercultural
The Importance of Communication in Communication 51
Management 27 E-Mail and Intercultural Communication 52
Some Important Functions of Language 52
Management 27 Culture 52
How Communication Is Used by SAMPLE E-MAILS 53
Managers 28 Summary 55
Communication Concerns of the Manager 29 Case: Intercultural Lessons from Crash 56
Human Needs 30 Review Your Learning 56
