SCDL Keywords-Business Communications-BC

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sl no.	Business Communication	page no
	unit 1- Communication in Business
1	Dimensions of communication	2
2	intentional or unintentional	2
3	verbal or non verbal	3
4	internal or external	3
5	involve humans, machines or animals	3
6	between two peoples as well as within group	3
7	importance of business communication	4
8	Fayol	5
9	Gulick	5
10	Barnard	5
11	Simon	5
12	Katz & Kahn	5
13	Mintzberg	5
14	Drucker	5
15	Peters & Waterman	5
16	Kanter	5
17	Balnchard	5
18	Gates	5
19	Objectives of Business Communication	6
20	Information	6
21	Environmental information	6
22	internal information	7
23	external information	7
24	competitive information	7
25	new development information	7
26	motivation	8
27	emotional climate	8
28	setting goals or objectives	8
29	organizational information	9
30	participation in decision making	9
31	establishing human relation	9
32	raising morale	9
33	order and instruction	10
34	education and training	11
35	education for succession	11
36	education for promotion	11
37	education during induction	12
38	educating the public	12
39	forms and functions of communication	13
40	internal operational communication	13
41	external operational communication	14
42	personal communication	15
43	communication network of the organization	16
44	formal network	16
45	downward communication	16
46	upward communication	17
47	crosswise communication	18
48	informal network	19
49	technology and business communication	20
50	telephone and voice mail	20
51	computer network	21
52	electronic mail	21
53	electronic bulletin board	22
54	teleconferencing and videoconferencing	23
55	telecommuting and home offices	23
	unit -2process of communication
1	transmission model	31
2	reciprocal model	31
3	model highlighting assumptions	32
4	communication process	32
5	sender has an idea	33
6	idea becomes the message	33
7	the message is transmitted	34
8	reception of the message	34
9	feedback	34
10	noise	34
11	process of communication	35
12	misunderstanding in communication	35
13	problems in developing a message	36
14	indecision about the message	36
15	lack of familiarity	36
16	emotional conflicts	36
17	difficulty in expressing ideas	36
18	problems in transmitting a message	36
19	problems in receiving a message	37
20	problems in understanding a message	37
21	special problems in business communication	38
22	complexity of message	38
23	difficult conditions for transmission and reception	38
24	difference between the sender and receiver	39
25	important C.s in communication	40
26	correct	40
27	clear	40
28	candid	40
29	complete	40
30	concise	40
31	consistent	40
32	coherent	40
33	courteous	40
34	credible	40
35	chronological	40
36	considerate	40
37	compassing	40
38	PRIDE model	40
39	purpose	40
40	receiver	40
41	impact	41
42	design	41
43	execution	41
44	ten commandments of effective communication	41
45	guidelines to improve communication	41
46	create the message carefully	41
47	purpose	41
48	frame of reference	42
49	memorable	42
50	select information	42
51	connect y our message to the receiver's frame of reference	42
52	highlight and summarize the key ideas or points	43
53	minimize noise/interference	43
54	facilitate feedback	44
	unit 3-psychological and cultural Dimensions of Business Communication
1	principles of communication psychology	50
2	needs determine behavior	51
3	basic physical needs	51
4	the need to be safe	51
5	the need to belong	51
6	the need to be somebody	52
7	the nee to help others and to be creative	52
8	body-language determines behavior	52
9	Bartol & Martin	52
10	facial expression	52
11	Aspi Doctor & Rhoda Doctor	52
12	oculesics	53
13	Gestures	53
14	Body movements and postures	53
15	silence	54
16	space and proximity	54
17	intimate space or zone	55
18	personal space or zone	55
19	social space or zone	55
20	public space or zone	55
21	dress & Grooming	55
22	Color	56
23	red blue yellow	56
24	green purple	57
25	language affects behavior	57
26	communicating across culture	58
27	east versus west	58
28	heart versus mind	60
29	particularists versus universalists	60
30	specific versus relationship	61
31	nepotism versus meritocracy	62
32	hire-and fire policy	62
33	individualism	63
34	notion of time	64
35	social ladder	65
36	categorizing cultures	67
37	high context culture	68
38	low context culture	68
39	United states Japan Arab Countries	68
40	Cultural contrasts in motivation	60
41	cultural contrast in business introductions	69
42	cultural contrast in written persuasive documents	70
43	tips for communication with people from other cultures	71
44	learning about culture	71
45	handling written communication	7
46	handling oral communication	72
	unit 4- Listening
1	the anatomy of poor listening	79
2	M. M. Monippally	79
3	listening different form hearing	79
4	Lee Iacocca	80
5	George Eliot	80
6	contributors to poor listening	81
7	inadequate language	81
8	difficult physical conditions	82
9	non-serious listening	82
10	antipathy towards speaker	83
11	Impatience	83
12	strong convictions	84
13	information overload	84
14	listening styles	85
15	ineffective listening styles	85
16	missing-in action listener	85
17	distracted listener	86
18	selective listener	86
19	contentions listener	87
20	effective listening styles	87
21	content listening	88
22	critical listening	88
23	empathic listening	88
24	active listening	88
25	developing effective listening skills	89
26	six communication realities	90
27	steps to effective listening skills	91
28	state your intention to listen	91
29	mange the physical environment	92
30	make an internal commitment to listen	92
31	remove internal barriers	93
32	avoid the assumption of negative motives	93
33	challenge yourself to remember what has been said	93
34	priorities and process the communication from the messengers view point	93
35	manage your emotions	94
36	assume a listening posture	94
37	participate actively in the listening process	95
38	taking notes	95
39	ask appropriate questions	96
40	closed-ended	96
41	open-ended	96
42	duplicate	97
43	hypothetical	97
44	prevent yourself from talking	97
45	summaries internally	98
46	seek and acknowledge areas of agreements	98
47	summaries and restate	98
48	listening guideline	99
	unit 5: writing process- planning
1	intra-organizational	104
2	inter organizational	104
3	planning	104
4	composing	104
5	revising	104
6	formatting	104
7	proofreading	104
8	defining your purpose	105
9	why you need a clear purpose	105
10	to decide whether to proceed	105
11	to respond to the audience	105
12	to focus the content	105
13	to establish the channel and medium	105
14	common purposes of business messages	106
15	how to test your purpose	107
16	is the purpose realistic	107
17	is the right time	107
18	is the right person delivering the message	107
19	is the purpose acceptable to the organisation	108
20	analyzing your audience	108
21	factors basic to audience analysis	109
22	factors associated with the characteristics of the audience'	109
23	data based factors	109
24	value based factors	109
25	factors associated with writer-reader relationship	110
26	relative status	110
27	distance	110
28	interpersonal relations	110
29	factors associated with the message	111
30	factors associated with the occasion	111
31	initial audience	111
32	primary audience	112
33	secondary audience	112
34	other audience	112
35	developing audience profile	112
36	primary audience relationship with the audience	112
37	how will audience react	112
38	what does audience already know	113
39	what is unique about the audience	113
40	satisfying the audience informational needs	113
41	satisfying the audience practical needs	113
42	defining the main idea	114
43	brainstorming techniques	114
44	story teller's tour	114
45	random list	115
46	FCR worksheet	115
47	journalistic approach	115
48	question and answer chain	115
49	selecting the channel and the medium	115
50	oral communication	115
51	use	115
52	form	116
53	written communication	116
54	reports and proposals	117
	unit 6-writing process: organizing composing and revising business messages
1	need for being well organized	124
2	why are some messages disorganized	124
3	presenting ideas in illogical order	124
4	including irrelevant material	125
5	leaving out unnecessary information	125
6	difficulty in getting to the point	125
7	lack of reflection	125
8	guess work	125
9	not mindful	125
10	not sure of oneself	125
11	why good organization is important	125
12	helps the audience to understand the message	125
13	saves the time of the audience	126
14	simplifies the ask of the communicator	126
15	good organizing through outlining	126
16	define and group ideas	126
17	start with main idea	127
18	state the major points	127
19	support major points by specific evidence	127
20	establish sequence with organizational plan	128
21	direct approach	128
22	indirect approach	128
23	audience relation and organizational approach	128
24	direct request	129
25	routine, good news and goodwill messages	129
26	bad news messages	129
27	persuasive messages	129
28	from outline to first draft	131
29	writers block	131
30	procrastination	131
31	impatience	131
32	perfection	131
33	strategies to overcome writer's block	131
34	composing process	133
35	style	133
36	tone	133
37	use the you attitude	134
38	we attitude	134
39	maintain a positive note	134
40	establish credibility	135
41	be polite	135
42	practicing revision revising the content and organisation	135
43	revising for style and readability	136
44	revising for the mechanics and format	137
45	selecting the right words	137
46	functional words and content words	137
47	connotation and denotation	137
48	abstraction and concreteness	138
49	word choice	138
50	strong words	138
51	familiar words	139
52	short or precise words	139
53	camouflaged verbs	139
54	Bias-free writing	139
55	sexist language	139
56	racial and ethnic bias	140
	unit 7:-writing routine, good news and good will messages
1	audience cooperation	147
2	strategies to encourage audience	147
3	audience resistance	148
4	overcoming audience resistance	149
5	organizing direct plan message	150
6	writing direct request	151
7	direct statement of request	151
8	justification explanation and details	152
9	courteously close with request for specific action	153
10	writing request for routine information and action	153
11	request to fellow employees	153
12	request with other businesses	154
13	request to customers and other outsiders	154
14	writing positive messages	155
15	penrose et al observe	155
16	planning positive messages	156
17	clear statement of the main idea	156
18	necessary details	156
19	courteous close	156
20	checklist for positive messages	156
21	main idea	156
22	middle informational section	157
23	courteous close	157
24	conveying positive information about people	157
25	recommendation letter	157
26	good news about employment	158
27	writing positive replies	158
28	acknowledgement letters	158
29	resale	159
30	sales promotion	159
31	replying to requests for information and action	159
32	when a potential sale is involved	160
33	when no sale is involved	160
34	writing goodwill messages	161
35	congratulations	161
36	letter of appreciation	161
	unit 8-writing indirect messages
1	occasions for negative messages	166
2	writer-centered	166
3	reader-centered	167
4	message-centered	167
5	indirect approach for presenting negative information	167
6	what tone	168
7	what arrangement	168
8	opening	168
9	agreement	168
10	appreciation	168
11	cooperation	169
12	praise	169
13	things to avoid when writing a buffer	169
14	avoid saying no-	169
15	avoid apology	169
16	avoid using know-it-all tone	169
17	avoid costing time	169
18	avoid misleading the reader	169
19	body	169
20	statement of bad news	170
21	close	171
22	conveying bad news about orders	172
23	back orders	173
24	substitution	173
25	orders that cannot be fulfilled	173
26	checklist for bad news about orders	173
27	overall strategy	173
28	buffer	173
29	reasons	173
30	the bad news	174
31	positive,friendly,helpful close	174
32	communicating negative answers and information	175
33	denying cooperation with routine requests	175
34	declining requests for favors	176
35	refusing request for claims and complaints	176
36	persuasive messages	177
37	persuasive goals	177
38	adoption	177
39	continuance	177
40	discontinuance	178
41	deterrence	178
42	persuasive appeals	178
43	persuading through reasoning	178
44	persuading through credibility	178
45	persuading with emotion	179
46	preparing to write persuasive message	179
47	appealing to the audience	179
48	needs and appeals	179
49	emotion and logic	180
50	credibility	180
51	organizing persuasive messages'	181
52	attention	181
53	interest	181
54	desire	182
55	action	182
56	writing sales letters	182
57	prewriting	183
58	determine the main idea	183
59	defining the audience	183
60	planning the approach and format	184
61	preparing the copy	184
62	attention	184
63	interest	184
64	desire	185
65	motivating action	185
66	checklist for sales letters	186
67	planning the direct mail package	186
68	attention	186
69	interest	186
70	desire	186
71	action	187
	unit 9:short and long report
1	characteristics of good business report	192
2	accuracy	193
3	good judgment	193
4	responsive format, style and organization	193
5	voluntary report	194
6	authorized report	194
7	business report	194
8	routine report	194
9	non recurring report	194
10	internal report	194
11	external report	194
12	informational report	194
13	analytic report	194
14	planning short report	195
15	deciding format and length	195
16	preprinted form	195
17	letter memo	195
18	manuscript	195
19	establishing a basic structure	196
20	key points to cover	196
21	direct versus indirect order	196
22	division of ideas	197
23	organizing short reports	198
24	organizing information memos and reports	198
25	periodic reports	199
26	personal activity report	199
27	organizing analytical reports	200
28	justification report	200
29	new business proposal to an outside client	200
30	troubleshooting report	200
31	planning and organizing long/formal report	201
32	defining the problem	202
33	outlining issues for analysis	204
34	developing a logical structure	205
35	informational assignments	205
36	problem-solving method	205
37	analytical assignments	205
38	following the rules of division	205
39	preparing a preliminary outline	205
40	detailed outline serves well	205
41	preparing the work plan	206
42	doing the research	207
43	reviewing the secondary sources	207
44	collecting primary data	207
45	examine documents	207
46	observations	208
47	surveys	208
48	experiments	209
49	analyzing data	210
50	calculating statistics	210
51	averages	210
52	mean	210
53	median	210
54	mode	210
55	trends	211
56	correlations	212
57	drawing conclusions	212
58	developing recommendations	213
	unit 10:developing and delivering effective presentation
1	speech and oral presentation	218
2	identifying the general and specific purposes	219
3	to inform	220
4	to persuade	220
5	to motivate	221
6	to celebrate	221
7	specific purpose	221
8	situational knowledge: analyzing the audience	222
9	demographic	222
10	major parts of the presentation	224
11	orientation	224
12	motivation	225
13	rapport	226
14	language	226
15	capture attention	226
16	major parts of the presentation the body	226
17	generating potential main ideas	226
18	attributes	227
19	basic relationships	227
20	providing support material for ideas	229
21	explanation	229
22	example	229
23	statistics	229
24	listening	230
25	visual aids	230
26	major parts of presentation : the conclusion	231
27	summaries your message	231
28	extend your message to a broader context	232
29	personalize your message	232
30	make a call to action	232
31	purpose and technique in a formal; presentation	232
32	visual aids	233
33	types of visual aids	233
34	objects and models	233
35	flip chart. Chalk and writing boards and porters	233
36	overhead transparencies	234
37	slides videos	234
38	guidelines to visual aids	234
	unit 11: interviews and meetings
1	categorizing interviews	240
2	exchange of information	241
3	job interviews	241
4	information interviews	241
5	persuaive interviews	241
6	exit interviews	241
7	exchange of feelings	241
8	evaluation interviews	241
9	counseling interviews	242
10	conflict-resolution interviews	242
11	disciplinary interviews	242
12	planning the interview	242
13	types of interview questions	243
14	open-ended questions	243
15	direct open-ended questions	243
16	close-ended questions	244
17	restatement questions	244
18	the structure of the interviews	244
19	informational purpose	244
20	analytical or problem solving purpose	244
21	persuasive purpose	244
22	employment interview	245
23	attending the interview	246
24	interview process	247
25	expectation of the employers	247
26	conducting the interview	248
27	meetings	249
28	statement about the meeting	249
29	causes of ineffective meetings	250
30	poor presentation	250
31	failure to maintain minutes	250
32	incompetent chairpersons	250
33	cunning chairpersons	251
34	domineering bosses	251
35	spineless bosses	251
36	hidden agendas	251
37	bloated committees	252
38	absence of key players	252
39	marathon meetings	252
40	arranging meetings	252
41	determine the purpose	253
42	selecting the participants	253
43	setting the agenda	253
44	preparing the location	254
45	running a productive meeting	254
46	duties of chair person	254
	unit 12: group communication strategies
	group	261
1	factors influencing group communication	262
2	cohesiveness	263
3	norms	263
4	roles	264
5	conformity	264
6	groupthink	265
7	being out of touch	265
8	being out of order	265
9	being rules	265
10	being out of resources	265
11	conflict	265
12	group participation & group leadership	266
13	styles of group participation for decision making	267
14	authoritarian decision making	267
15	laissez Faire decision making	267
16	participative decision making	267
17	types of group leadership	268
18	traits	268
19	styles of group participation for decision making	268
20	situational leadership	269
21	functional leadership	269
22	group communication process: problem solving	270
23	preparations	270
24	the agendas	270
25	organizational goals	270
26	group goals	271
27	process goals	271
28	individual goals	271
29	preparing for the meeting	271
30	meeting facilities	271
31	setting rules of order	272
32	developing critical thinking skills	272
33	nature of communication problems in organization	272
34	strategic skills	274
35	argumentativeness scale	275
36	verbal aggressiveness scale	277
37	psychopathy	277
38	dislike of others	277
39	social learning	277
40	desperation	277
41	negotiation	277
42	goal setting	278
43	formal versus informal negotiation	278
44	formal bargaining	278
45	informal bargaining	278
46	communication competence	279
47	dimensions of negotiations	279
48	information management	279
49	concessions	279
50	positioning	280
51	anxiety management	280
52	conflict management	281
53	conflict	281
54	causes of conflict	282
55	content goals	282
56	relational goals	282
57	managing conflicting goals	282
58	encourage goal collaborations	283
59	strategic approach to goals	283
60	goal setting	283
61	situational knowledge	284
62	communication competence	284
63	anxiety management	285
	unit 13: resumes and employment letters
	planning your career path	290
1	consider your skills	291
2	educational/vocational progrmame	291
3	course work accomplishment	291
4	volunteer, community, and extracurricular activities	291
5	personal hobbies	291
6	military experiences	291
7	recreational activities	291
8	travel experiences	291
9	consider your interests and values	292
10	communication & persuasion	292
11	research & investigation	292
12	human service	292
13	organisation management	293
14	design & planning	293
15	values that affect career choice	293
16	work enjoyment values might include	294
17	work condition	294
18	work of importance	294
19	order of importance	295
20	preparing your resume	297
21	fallacy and facts about resume	297
22	what should be in your resume	298
23	types of standard resume	299
24	traditional resume	299
25	functional resume	300
26	skill emphasis resume	300
27	application letters	304
28	one part letter	304
29	two part letter	304
30	drafting the application	305
31	portfolios	307
32	other types of employment messages	308
33	writing a job inquiry letter	308
34	filing out application forms	308
35	writing application follow ups	309
	unit 14: communicating with technology
	electronic communication technologies	314
1	internet	315
2	website	315
3	static	315
4	broadcast	315
5	interactive	316
6	resources	316
7	E-commerce	317
8	retail	317
9	inter organizational	318
10	intra-organizational	318
11	intranet and extranet	318
12	e-mail	319
13	business e-mail	320
14	issues communication with electronic technology	321
15	cost	322
16	time	322
17	information flow	322
18	storage and retrieval	323
19	organizational structure	324
20	techno stress	326
21	facilitating group communication	326
22	legal security and privacy issues	326
23	managing employee e-mail	327
24	software for business communication	329
25	groupware	331
26	database management	331
27	project planning	332
28	multimedia software	332
	unit 15: formats for business documents
1	letters	338
2	stationary	338
3	paper	338
4	letterhead	339
5	typing	339
6	envelops	339
7	standard letter parts	340
8	heading	341
9	date	341
10	reference	342
11	inside address	342
12	attention line	342
13	salutation	343
14	subject	343
15	body	343
16	complimentary close	344
17	signature	344
18	identification marks	344
19	enclosures	345
20	letter formats	345
21	sharma and Mohan	345
22	indented style	345
23	block style	345
24	complete block style	346
25	semi block style	346
26	hanging intended style	346
27	punctuation style	346
28	open punctuation	346
29	mixed punctuation	346
30	closed punctuation	346
31	Thill & Bovee Ewald & Burnett	346
32	block format	346
33	modified format	346
34	simplified format	346
35	components of business letter	347
36	memos	352
37	meeting documents	353
38	agenda	353
39	minutes	354
40	report format	355
41	letter of transmittal	355
42	title page	355
43	table of content	356
44	text body	356
45	appendixes	357
46	bibliography/ work cited	357
47	documentation and citation	358
48	journal articles	359
49	books	359
50	reference books	360
51	electronic resources	360
52	CD ROM	360
53	On-Line journal article-General access	361
54	software	361