About the Authors Brief Contents Part One: Introduction Chapter I: Communication in the Workplace The Role of Communication in Business 3 COMMUNICATION MATTERS: Some Quotes on Communication by Business Professionals COMMUNICATION MATTERS: Peter Drucker, on the Importance of Communication in Business Softwares of the Indian Mind: The Rise and Rise of BPO in India The Business Communication Process COMMUNICATION MATTERS: Channel Choice Affects Message Success COMMUNICATION MATTERS: Words of Wisdom Dabbawalas of Mumbai: ‘Six Sigma’ Communication 2/ The Goal and Plan of this Book +22 Communication Inside India Philosophy Summary by Learning Objectives 23 Critical Thinking Questions Critical Thinking Exercises Part Two: Fundamentals of Business Writing \daptation and the Selection of Words The Importance of Adaptation 31 INTRODUCTORY SITUATION: Choosing Words That Communicate 32 COMMUNICATION MATTERS: A Classic Case of Adaptation Suggestions for Selecting Words 34 COMMUNICATION MATTERS: Technical Language? vii ix xix 31vexii Contents ‘TECHNOLOGY IN BRIEF: Grammar and Style Checkers Help Writers with Word Selection 40 COMMUNICATION MATTERS: Words of Wisdom 43 Suggestions for Nondiscriminatory Writing 45 COMMUNICATION MATTERS: Meaning and the Appearance of a Word 47 Indian English: We are Like That Only! 50 Summary by Learning Objectives. 51 Critical Thinking Questions 52 Critical Thinking Exercises 53 Chapter 3: Construction of Clear Sentences and Paragraphs 56 The Importance of Adaptation 56 INTRODUCTORY SITUATION: Writing Sentences and Paragraphs That Communicate 57 Care in Sentence Design 57 ‘TECHNOLOGY IN BRIEF: Readability Statistics Help Writers Evaluate Document Length and Difficulty 59 COMMUNICATION MATTERS: A Marathon Sentence (308 Words) from USS. Government Regulations 60 COMMUNICATION MATTERS: The Starbucks Study 65 Care in Paragraph Design 7/ COMMUNICATION MATTERS: Words of Wisdom 72 The Argumentative India: We do Like to Speak 75 Summary by Learning Objectives 76 Critical Thinking Questions 77 Critical Thinking Exercises 77 Chapter 4:Writing for Effect 8 The importance of Effect 81 INTRODUCTORY SITUATION: Affecting Human Relations through Writing 82 COMMUNICATION MATTERS: Words of Wisdom 83 Conversational Style 83 TECHNOLOGY IN BRIEF: Grammar and Style Checkers Help Identify Clichés, Colloquialisms, and Jargon 84 You-Viewpoint 86 Accent on Positive Language 89 Courtesy 91 COMMUNICATION MATTERS: A French General’s Justification of Politeness 92 The Role of Emphasis 95 Coherence 97 Evolve and Resolve: Made for India Communication 97 ‘Summary by Learning Objectives 98 Critical Thinking Questions 99 Critical Thinking Exercises 100Contents xxi Part Three: Basic Patterns of Business Messages Chapter 5: The Writing Process and an Introduction to Business Messages 105 INTRODUCTORY SITUATION: The Nature of Business Messages 106 The Process of Writing 106 The Importance of Readable Formatting 1/0 Letters 1/2 Memorandums 1/3 Email 16 ‘TECHNOLOGY IN BRIEF: Using Good Email Etiquette Helps Writers Convey Intended Message 122 COMMUNICATION IN BRIEF: Words of Wisdom 122 Text Messaging 124 Instant Messaging 126 Summary by Learning Objectives 127 Critical Thinking Questions 129 Critical Thinking Exercises 130 Chapter 6: Directness in Good-News and Neutral Messages 132 Preliminary Assessment 1 The General Direct Plan 133 Routine Inquiries 134 INTRODUCTORY SITUATION: Routine Inquiries 134 COMMUNICATION MATTERS: How One Might Write a Routine Inquiry 136 TECHNOLOGY IN BRIEF: Picture Bullets Allow Writers to List Equal Items with a Bit of Flair 137 COMMUNICATION MATTERS: Some Words of Advice on Letter Writing from the Old Masters 141 ‘TECHNOLOGY IN BRIEF: Shortcut Tools Help Writers Improve Productivity and Quality 142 INTRODUCTORY SITUATION: General Favorable Responses 143 General Favorable Responses 143 COMMUNICATION MATTERS: How Routine Responses Were Written in the Late 1800s 145 COMMUNICATION MATTERS: Skillfil (?) Handling of a Complaint 146 Adjustment Grants 149 INTRODUCTORY SITUATION: Adjustment Grants 149 Order Acknowledgments 52 INTRODUCTORY SITUATION: Order Acknowledgments 152 TECHNOLOGY IN BRIEF: Tables Help Writers Organize Data for Easy Reading 154 Claims 156 INTRODUCTORY SITUATION: Claims 156 Inquiries and Responses About Job Applicants /6/ COMMUNICATION MATTERS: Truthful (2) Reporting in Recommendation Letters 163 Operational Communications 163