Contents
PART 1 Communication: Principles.
1. The Challenge of Communication 3
2. The Process of Communication 11
3. The Building Blocks of Communication 26
4. Common Barriers to Communication 42
5. Listening The Heart of Communication 57
6. Cross-Cultural Communication 71
7. Cross-Gender Communication 92
8. Assertive Communication 113
9. Persuasive Communication 130
10. Strategic Communication 148
PART 2 Communication: Practice.
11. Public Speaking 169
12. Business Presentations 190
13. Meetings and Group Discussions 210
14. Telephoning and Teleconferencing 229
15. Communication by Virtual Teams 247
16. Business Writing: Core Qualities 261
17. Letters and Memos 281
18. Professional Email 300
19. Analytical Reports 323
20. Business Proposals 342
21. Self-Presentation as a Job-seeker 361
22. The Way of the eWorld 382
References 395
Appendix: Detailed Table of Contents 409
Index 415