THE CONTENTS OF THE BOOK

 

INTRODUCTION: 

telling you all that this book will do for you, and the many ways in which it will help you.                            

PART ONE: ALL THE INFORMATION YOU WILL NEED

 

1. Principles of Business CommunicationTHE PRINCIPLES OF BUSINESS COMMUNICATION
1.1: Purposes of Communication: why people communicate in business. The six questions you must ask.
1.2: The Communication Cycle: clearly explains how communication happens between people in every situation.
1.3: Positive and Negative Feedback: what they are, why they happen, and how they affect communication.
1.4: Choosing the Best Medium and Channel: essential if you are going to communicate effectively. This part of the chapter tells you all the things you need to think about before you send a message.
1.5: How Relationships Affect Communication: People communicate with people. Real people have thoughts and feelings that need to be respected.
1.6:

Making First Impressions Count: it is vital to make a good first  impression, in every area of life. Learn how to do this, and learn what to avoid.

 
2

Written communicationWRITTEN COMMUNICATION 

 

In the examination, you have to show your ability to write effectively in a range of different questions. This chapter shows you how, looking closely at:
2.1: Business Letters: the single most important type of business communication. The chapter guides you carefully through the process of writing an effective business letter, and explains thirteen (yes, 13!) “Cs” of good communication.
2.2: Reports: how to present them, and how to give them the necessary impact.
2.3: Memos: their purpose, presentation and content.
2.4: Notices: what they are used for, and how they are presented.
2.5: Advertisements: you will be guided in how to use persuasive language to help you to sell a product or service.
2.6:

Curriculum vitae (résumés): how to impress a prospective employer enough to be invited for that interview.

 

And there is also a note on texting.
3 Oral communicationORAL COMMUNICATION
3.1: Face-to-Face Communication: we do it every day, all the time. But how can you use the techniques of face-to-face communication in order to achieve your purpose?
3.2: Using the Telephone: how to make a call, and, in logical detail, how to answer a business call.
3.3:

Listening: often overlooked, the skill of listening is as important as the skill of speaking. This part of the chapter explains how you can become an effective listener.

4

Non-verbal communicationNON-VERBAL COMMUNICATION

 

Non-verbal communication is the closest thing that humans have to a universal language.
4.1: Symbols, Signs and Logos:  how they are used, and how they make communication easier.
4.2:  Body Language: the most vital aspect of non-verbal communication is what your body is saying to other people. This chapter shows you how to ensure that it is always saying what you want it to say.
5

Barriers to CommunicationBARRIERS TO COMMUNICATION

 

This chapter analyses in great detail, in an easy-to-follow way, all the possible barriers that can exist which hinder or prevent effective communication. You will never be able to communicate well if you do not know how to overcome these barriers. Here you will learn how.
5.1: Barriers Created by the Sender: all the various ways in which the transmission of a message will be poor.
5.2: Barriers Created by the Receiver: the various ways in which a receiver can act that will prevent a message being properly understood.
5.3: Barriers Created by Either or Both: here you will learn about all types of “noise,” including some of the most difficult and controversial barriers of all.
6

Summarising business documentsSUMMARISING BUSINESS DOCUMENTS 

 

This chapter gives detailed advice on how

to produce an effective summary. The

method is simple; the advice is based on

many years of experience.

 

The chapter includes guidance on: 
6.1: Selection of Material
6.2:  Use of an Original Vocabulary
6.3: Keeping to the Word Limit
6.4:  Fitness for Purpose
7

The Role of TEchnology in CommunicationTHE ROLE OF TECHNOLOGY IN COMMUNICATION   

 

Technology is such an essential part of business communication nowadays, it is vital to be as comfortable and familiar with it as possible.
7.1: Telephones: explains all the features of modern desk telephones, and considers the uses of pagers and mobile phones.
7.2: Facsimile Machines: how they work, why we use them, and what can go wrong with them.
7.3:  Computers and their Applications: the most detailed part of the entire book. This is a huge area of study, and the chapter takes you, in depth, through different types of computers; shows you the ways we can use them, including creating and editing documents, storing and retrieving data, networking, the internet, e-mails, e-commerce; explains how they can go wrong, and how you can keep your data safe. There is also a section on the very important area of computer security.
8 Office SkillsOFFICE SKILLS  
8.1: Successful Interviews: learn what to do, and what not to do, during  an interview.
8.2:  The Receptionist and the Reception Area: how to make them attractive and appealing to visitors, in order to generate business.
8.3: The Office Environment: how the office can affect the people in it, and vice-versa.
8.4: Management Styles: autocratic and democratic styles analysed.
8.5:  Office Equipment and Storage: explains how to equip and organise an office.
8.6: The Conduct of Meetings: a key area of office life, this is explained in clear, step-by-step way, from the preparation to the conclusion.
9

Communication StructuresCOMMUNICATIONS STRUCTURES 

 

This is an area that is often misunderstood, or understood only in part. Here you will be shown how eight common structures operate between people, in a way that will them easy to remember.
9.1: Horizontal, Vertical, Diagonal: how they differ, and what they are used for.
9.2: Chain, Circle, Wheel, Star, Grapevine: the five most important structures, analysed in detail, with examples, illustrations, and some new ideas. There is also a note on the “Y” network.
10

Business and Communication Terminology BUSINESS & COMMUNICATION TERMINOLOGY 

 

The purpose of this chapter is to explain in an easy to understand way all the technical and business terms that you will need to know for the examination. Other terms are explained in the course of the book. There are over 250 terms altogether. Everything that the exam might ask about, is explained for you, either here or in other chapters of the book.

10.1: Technical Words
10.2: Technical Phrases
10.3:  Technical Abbreviations

PART TWO: HOW TO PASS THE EXAM 


This part of the book is unique. The first five chapters analyse, in total, fifteen different examination questions. You will learn:

 
      • what makes a good answerHow to pass the exam
  • what the examiners are looking for
  • how to avoid common mistakes.

 

You will be carefully guided through many different aspects of examination technique, in a way that no other book can do. Remember that the author of the book is the Chief Examiner for IBC, and no-one is in a better position to know what you need to write in order to pass with high marks.

 

 

 

11

BUSINESS LETTERS

 

Two worked examples with detailed commentary & mark scheme;
plus six students’ answers for you to mark yourself, with the examiner’s marks and comments.

12

SUMMARISING 

 

Two contrasting passages worked through, step by step, in great detail.

13 

COMMUNICATIONS TECHNOLOGY   

 

Three questions of different types considered closely, with detailed marking schemes.

14

RELATIONSHIPS

 

Four varied questions analysed and carefully explained. Knowing how to deal effectively with other people is one of the most important aspects of successful business communication.

15

OTHER TYPES OF QUESTION 

 

Communication Structures; Advertising; Media; Vocabulary.

16

IN THE EXAM ROOM

 

This chapter tells you how to give yourself the best chance of succeeding. You will find advice on how to prepare for the exam, and how to tackle the exam paper itself.

Appendix: VOCABULARY USED IN THIS BOOK 

 

A glossary of 400 words that will be useful to know. 400 words may seem a lot, but you will possibly know some of them already. They are the sort of words that you will be expected to use with confidence in your exam and in your working life. They are included to help you to broaden your vocabulary, and to offer you lots of new and interesting ways in which to express your ideas. There is also space to add any more words of your own that you want, or to write explanations in your preferred language, so that they are easier to learn.

        
Introduction to Business Communication: The Essential Handbook for Students will make the exam much easier for you, and will help you to become a more successful communicator.

 

Quite simply, it is the best book available, and it is the only textbook you will ever need.

 

[BACK TO TOP]