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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