Machine generated contents note: ch. 1 The Origins Of Language And Communication -- Introduction -- What is communication? -- Before we had words -- Body language -- Sounds -- Signs -- Symbols -- What Is Language? -- Language is always changing -- Spoken language -- Internal language -- Written language -- How Language Began -- Evidence from paleontology -- What is evolution? -- Paleontological evidence on the origins of language -- Evidence from anatomy -- Lower larynx (voice box) -- Flexible tongue -- Smaller teeth and jaw -- Bigger brain -- Evidence from genetics -- Evidence from other animal communication -- Can our immune system speak? -- Do honey bees use language? -- Do birds have language? -- The great apes -- Evidence from child language acquisition -- Evidence from the languages of today -- When language developed -- How language developed -- Why language developed -- How Writing Evolved -- How Language Transformed Humanity -- How Has Humanity Transformed Language? --

Contents note continued: Why We Communicate In The Way We Do -- Clarify your purpose -- Select the method of communication -- Clarity -- Speed -- Distance -- Permanence -- Cost -- The Impact Of Technology On Language -- Writing the way we speak -- Taking short-cuts -- Disregarding proper spelling -- Ignoring the rules of grammar -- Using punctuation incorrectly -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 2 Communication Theory -- Introduction -- How Good Are Your Communication Skills? -- Defining Communication And Communication Theory -- Common Elements Of Communication -- The role of cognition In communication -- Cross-Cultural Communication -- Language -- Religion and beliefs -- Values and attitudes -- Politics -- Social organisation -- How Context Affects Communication -- Historical context -- Psychological context -- Cultural context -- Social context -- The physical context -- Models Of Communication --

Contents note continued: Lasswell's formula or Lasswell's communication model -- Advantages of model -- Disadvantages of model -- The linear model (Shannon and Weaver) -- Advantages of model -- Disadvantages of model -- Berlo's source-message-channel-receiver model -- Advantages of model -- Disadvantages of model -- The transactional model -- Advantages of model -- Disadvantages of model -- The interactive model -- Advantages of model -- Disadvantages of model -- Osgood and Schramm's circular model -- Advantages of model -- Disadvantages of model -- Communication Channels In Business -- Modes Of Communication -- Formal and Informal communication -- Verbal and non-verbal communication -- Oral communication -- Written communication -- Non-verbal communication -- Kinesics -- Haptics -- Professional touch -- Touch administered through punishment -- Greeting through the form of touch -- Guiding as a form of touch -- Gaining attention through touch --

Contents note continued: Sympathy administered through touch -- Friendship and touch -- Touch through sexual intimacy -- Proxemics -- Chronemics -- Eye contact -- Posture -- Para-language -- Business Communication -- General communication versus business communication -- External and Internal communication -- External communication -- Internal communication -- The You-Viewpoint -- Barriers To Communication -- Noise -- Physical noise -- Psychological noise -- Physiological noise -- Semantic noise -- Intrapersonal barriers -- Faulty assumptions -- Differences In perception -- Stereotypes -- Mindset -- Frame of reference -- Conflicting backgrounds -- Incorrect inferences -- Interpersonal barriers -- Limited vocabulary -- A mismatch between verbal and non-verbal communication -- Excessive emotion -- Communication selectivity -- Cultural variations -- Organisational barriers -- Chinese whispers -- Information overload -- Lack of knowledge of a subject --

Contents note continued: Stressful working environments -- Unrealistic deadlines -- The Seven CS Of Communication -- Clarity -- Conciseness -- Concreteness -- Correctness -- Coherence -- Completeness -- Courteousness -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 3 Organisational Communication -- Introduction -- Revisiting The Communication Process -- The communication process and the transactional model of communication -- Different Types Of Communication -- Extrapersonal communication -- Intrapersonal communication -- Interpersonal communication -- Mass media communication -- Social media communicaiton -- Small group communication -- Intercultural communication -- Public communication -- Organisational Communication -- Corporate climate and culture, context and cultural Indicators -- The external and internal characteristics of corporate culture -- External characteristics -- Internal characteristics -- Leadership Styles --

Contents note continued: Autocratic/authoritarian style of leadership -- Democratic/participative/consultative style of leadership -- Laissez-faire/free rein/"let-it-happen" or "hands-off" style of leadership -- External And Internal Communication -- External communication -- Public relations -- Marketing -- Internal communication -- Directions Of Communication -- Formal communication -- Vertical communication -- Horizontal/lateral communication -- Diagonal/cross-wise communication -- Informal communication -- Informal social groupings -- The grapevine -- Phatic communication -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 4 Interpersonal Communication In The Workplace -- Introduction -- Interpersonal Communication -- Communication vs Interpersonal communication -- Verbal Communication -- Speaking -- Improving spoken communication skills -- Writing -- Improving written communication skills -- Listening -- Receiving information that you hear --

Contents note continued: Evaluating information that you hear -- Responding to information that you hear -- Understanding Information that you hear -- Non-Verbal Communication -- Self-Image And Self-Esteem In Interpersonal Communication -- Self-image -- Self-esteem -- The Johari Window -- Quadrant 1 The open area -- Quadrant 2 The blind area -- Quadrant 3 The hidden area -- Quadrant 4 The unknown area -- Using the Johari Window in a team context -- Advantages of the Johari Window -- Improving Interpersonal Communication Skills -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 5 Reading For Academic Purposes -- Introduction -- Reading For Academic Purposes -- The Comprehensive Reading Process -- Step 1 The preview phase -- Skimming -- Scanning -- Step 2 Reading for structure -- Text structure -- Introduction -- The body -- Step 3 Reading for understanding -- Critical reading -- How to read a text critically -- Note-Making Methods --

Contents note continued: Preview the article -- Read for structure -- Read for understanding -- Method 1 Writing linear notes -- Method 2 Constructing a mind map of the article -- Method 3 Writing a summary of the article -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 6 The Writing Process -- Introduction -- The Writing Skills -- Grammar -- Punctuation -- Spelling -- Medium -- Style -- Structure -- Audience -- The Writing Process -- Step 1 Pre-writing -- Step 2 Drafting -- Step 3 Revising and editing -- Step 4 Rewriting -- Step 5 Publishing -- Paragraph Writing -- Topic and supporting sentences -- Cohesion and coherence in writing -- The use of pronouns -- The repetition of key words -- The use of transitions -- Using parallel constructions -- The Importance Of Logic And Argument -- The importance of logic and argument In writing -- The Role Of Technology In The Writing Process -- Step 1 Pre-writing -- Step 2 Drafting --

Contents note continued: Step 3 Revising and editing -- Step 4 Rewriting -- Step 5 Publishing -- Conclusion -- Summary -- Practice Exercises -- Self-Evaluation Questions -- ch. 7 Academic Writing And Referencing -- Introduction -- Understanding Research -- Steps In The Research Process -- Step 1 Select a topic -- Step 2 Decode and refine the topic -- Step 3 Identify objectives -- Step 4 Choose an approach -- Step 5 Explore the topic -- Step 6 Plan the search -- Step 7 Search and select the sources needed -- Referencing And Academic Writing -- Plagiarism -- Referencing and academic writing -- The author-date referencing style -- The numerical referencing style -- Methods of quoting source material -- Short direct quotations -- Longer direct quotations -- Indirect quotations -- End-text references -- Reference lists or bibliographies -- Referencing cards -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 8 Business Writing -- Introduction --

Contents note continued: The Core Principles Of Business Writing -- Clarity -- Conciseness -- Structure -- Accuracy -- The Professional Writing Process -- From your hand -- Documents needed for a job application -- Curriculum vitae -- Step 1 Reflect -- Reflect on your purpose -- Reflect on your audience -- Step 2 Plan -- Keep your personal profile squeaky clean -- Step 3 Prepare -- Step 4 Draft -- Step 5 Review/revise -- Step 6 Edit/proofread -- What is the difference between editing and proofreading? -- Editing -- Proofreading -- Step 7 Send your final version -- Business Letters -- Format of a business letter -- Use a letterhead -- Use modern extreme blocked form -- Covering letter -- Covering letter for a job application -- E-Mails -- Features of e-mail communication -- Guidelines for effective e-mail writing -- Write a clear subject line -- Give information upfront -- Request an action -- Provide a date -- Never leave the subject line blank -- Use appropriate greetings --

Contents note continued: Writing the body of your e-mail -- Use paragraphs -- Choose language and grammar carefully -- Pay attention to style and tone -- Select an appropriate typeface and font -- Check spelling and grammar -- Personalise your e-mail -- Ending an e-mail -- Set up an e-mail signature -- Memoranda -- Format of a memo -- Faxes -- Format of a fax -- Proposals -- Step 1 Reflect -- Step 2 Plan -- Step 3 Prepare -- Prepare the content structure: headings and sub-headings -- Step 4 Draft -- Step 5 Review/Revise -- How to find your own reviewers -- Step 6 Edit/Proofread -- Step 7 Send -- Reports -- Types of business reports -- Use the professional writing process for reports -- Reflect and plan -- Clarify the brief -- Prepare -- Draft -- Review/Revise -- Edit/Proofread -- Send -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 9 Stakeholder Communication -- Introduction -- Communication With Customers/Clients -- Marketing --

Contents note continued: The four Ps of marketing -- Marketing methods -- Advertising as a marketing method -- Events -- Brochures and product catalogues -- In-house magazines -- Advertising -- The AIDA-formula -- Persuasive advertising -- The needs of the target audience -- Feedback from the consumer -- An understanding of customers'/clients' psychological needs -- Advertising media -- Letters To Clients -- The sales promotion letter -- The circular -- Reply to a letter of enquiry -- Reply to a letter of complaint -- Public Relations -- The functions of public relations -- Public relations tools -- Public relations letters -- Media Communication -- The main mass media -- The media/press release -- Communication with suppliers -- The Role Of Social Media In Stakeholder Communication -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 10 Grammar -- Introduction -- Why Are Good Grammar And Spelling Important? --

Contents note continued: British English Versus American English -- Double vs single consonants -- Common Spelling Conundrums -- Single and double consonants -- Weak vowel sounds -- Changes of spelling when words change form -- Silent letters In consonant clusters -- Common Grammar Problems -- Good Writing Principles -- Use the active voice -- How to convert the passive voice into the active voice -- Use simple language -- Complex words and their alternatives -- Use good punctuation -- The basic signs of punctuation -- The comma (,) -- The full stop (.) -- Ellipsis (...) -- The exclamation mark (!) -- The question mark (?) -- The semi-colon (;) -- The colon (:) -- The apostrophe (') -- Quotation or speech marks ("...") -- The hyphen (-) -- Brackets () -- The slash (/) -- Prepositions -- Improving Your Business Writing -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 11 The Listening Process -- Introduction -- Listening vs hearing --

Contents note continued: Talking vs listening -- The Power Of Listening -- Effective listening -- Showing respect -- Keeping quiet -- Challenging assumptions -- Types Of Listening -- Discriminative listening -- Comprehensive listening -- Informational listening -- Critical listening -- Empathetic listening -- Passive listening -- Pleasurable listening -- Rapport or Interactive listening -- Selective listening -- Why Does Listening Fail? -- Over-assertiveness -- Internal mental competition -- Assumptions about the speaker -- Assumptions about the situation -- Laziness -- Barriers To Listening -- Improving Listening Skills -- How to improve listening skills -- Change attitude -- Change habits -- Change techniques -- Active listening -- Verbal signs of active and effective listening -- Non-verbal signs of active and effective listening -- The Ten Commandments Of Good Listening -- Handling difficult communication situations -- The Role Of The Speaker In The Listening Process --

Contents note continued: Aspects Of Intercultural Listening -- What is culture? -- Culture in South Africa -- Individualism -- Collectivisism -- The value of Intercultural communication -- Barriers to cultural communication -- Ethnocentrism -- Language barriers -- Verbal codes -- Different non-verbal codes -- Cultural stereotyping -- How to listen effectively in an Intercultural environment -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 12 Oral Presentations -- Introduction -- The Presentation Process -- Written reports vs oral presentations -- Presentation types -- The Five Key Elements Of Presentations -- The presenter -- Enhancing credibility of the speaker -- How the audience judges the presenter -- Characteristics of a successful presenter -- The audience -- A demographic analysis of the audience -- The content -- Planning the structure of your presentation -- Visual Aids -- Planning the content of your visual aids -- The delivery --

Contents note continued: Methods of delivery -- Techniques of effective delivery -- Dealing with fear -- Dealing with stage fright -- Making eye contact -- Developing a good speaking voice -- Standing and gesturing -- The setting -- Post presentation -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 13 Meetings -- Introduction -- The Professional Meeting Process -- Reflect -- Plan -- What type of meeting Is best? -- What is to be covered? -- How is the meeting to be structured? -- Who is to attend? -- Who is to facilitate? -- Who Is to take notes? -- When is the meeting to be held? -- Where is the meeting to be held? -- Prepare -- Prepare the content -- Arrange logistics -- Equipment list -- Arranging the space -- Meet -- Listening well In meetings -- Speaking out in meetings -- Reporting In meetings -- Capture the event -- Follow-up -- Summary of the professional meeting process -- Types Of Meetings -- Formal meetings -- General meetings --

Contents note continued: Executive committee meetings -- Extra-ordinary meetings -- Once-off meetings on a specific topic -- Regular meetings -- Writing For Productive Meetings -- Documents for formal meetings -- Notices -- Agendas -- Minutes -- Documents for informal meetings -- Setting up the meeting -- Preparing for the meeting -- Taking notes during the meeting -- Follow-up after the meeting -- Meeting etiquette -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 14 Conflict And Negotiation -- Introduction -- Functional and dysfunctional conflict -- Types of conflict -- Intrapersonal conflict -- Interpersonal conflict -- Conflict within groups -- Intergroup conflict -- Management and staff conflict -- Inter-organisational conflict -- Societal/community conflict -- Causes of conflict -- Negotiation -- Grievance Procedure And Disciplinary Action -- Grievance procedures -- Advantages of grievance procedures -- Disciplinary action --

Contents note continued: Disadvantages of disciplinary action -- Conflict, Logic And Argument -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions -- ch. 15 The Dynamics Of Business Communication -- Introduction -- What is business communication? -- Lifelong Learning/Self-Improvement -- Ethics -- Applying ethics in communication -- Safety-in-numbers -- The head-in-the-sand-rationalisation -- The between-a-rock-and-a-hard-place rationalisation -- The ifs-no-big-deal rationalisation -- The entitlement rationalisation -- The Evolution Of Business Communication -- The impact of technology on business communication -- The advantages of technology -- The disadvantages of technology -- Conclusion -- Summary -- Practical Exercises -- Self-Evaluation Questions.