231037 reportas

Business

Communication

Within the

Organisation

SUBMITTED BY

Ayush Jasoria

Roll NO: 231037(FMG-23A)

LETTER OF TRANSMITTAL

March 1, 2015

TO: Dr. Anita Tripathi Lal

FROM: Ayush Jasoria

Student, Fore School of Management

SUBJECT: Business Communication within the Organisation

As per the course of Advanced Communication and Analysis, I am submitting the

attached report entitled ‘Business Communication within the organisation’.

This report first gives an overview on business communication and then examines

the issues faced within the organisation and what are the views of the employees regarding

it.

I hope the report will be a nice guide to the people who are looking to work in the

organisation and wanted to have a perspective of the issues faced within the organisation.

Ayush Jasoria

Executive summary All businesses, both large and small, require effective and efficient business communication

solutions in order to continuously meet their customer expectations and attain a

competitive advantage, and therefore be successful. Whether a company is large or small it

is realized that, the right amount of financing, materials, talent, and experience are not

enough to succeed without a good communication system in place that enables smooth

transaction sealing. Communications is at the heart of regional and international

integration, with the development of an efficient, cost effective and technologically

advanced communications infrastructure . With the economies of most countries becoming

increasingly sophisticated and knowledge-intensive, there is a greater need for the

existence of an efficient network that will enable decision-makers to have access to timely

and accurate data to facilitate decision-making and transaction sealing.

In this report we talked about the importance of

business communication, purpose of business communication ,what are its objectives, what

are the various methodology of business communication.We then prepared literature

review I have done the primary data analysis and on the basis of that I have prepared a

questionnaire which is floated among the Tata Consultancy Services ltd employees .The

questions deals with business meeting ,cross culture communication, Interpersonal

communication. After the questionnaire is floated the analysis is done.

Contents Acknowledgement........................................................................................................................ 5

Introduction ................................................................................................................................. 6

Purpose of study ....................................................................................................................... 8

Objective of study ..................................................................................................................... 9

Theoretical framework .............................................................................................................. 9

Outline of chapters ................................................................................................................. 10

Methodology.............................................................................................................................. 10

Universe of Study.................................................................................................................... 10

Locale of study........................................................................................................................ 11

Sampling ................................................................................................................................ 11

Data collection........................................................................................................................ 11

Acknowledgement .................................................................................................................. 11

Literature review on Business Communication ............................................................................. 11

Analysis...................................................................................................................................... 17

Business communication meetings .......................................................................................... 17

Interpersonnal communication................................................................................................ 17

Cross-Culture communication.................................................................................................. 17

Profile analysis........................................................................................................................ 17

Conclusion ................................................................................................................................. 18

Sources ...................................................................................................................................... 18

References ............................................................................................................................. 18

Bibliography ........................................................................................................................... 19

Appendix ................................................................................................................................ 19

Acknowledgement

If words are considered as a symbol of approval and token of acknowledgement, then the

following words play the heralding role of expressing my gratitude. A great deal of time and

much effort have gone into developing and researching this project. Many people have

participated directly or indirectly in the completion of this project.

I deem it my pride and privilege to render my deep sense of gratitude to my guide and

supervisor Dr. Anita Tripathi Lal for her intellectual and invaluable guidance and constant

encouragement through out the progress of the study. Her fascination and inspiration in the

form of help provided me in making this study more successful

I owe special thanks debt to the other staff members of this esteemed college and all the

friends and family members for being favorable and compassionate, and for encouraging

me throughout this project to make it a grand success.

Introduction

Business communication is the sharing of information between people within an

organization that is performed for the commercial benefit of the organization. It can also be

defined as relaying of information within a business by its people.Business communication

(or simply "communication", in a business context) encompasses topics such as

marketing, brand management, customer relations, consumer behavior, advertising ,public

relations, corporate communication, community engagement, reputation

management, interpersonal communication, employee engagement, and event

management. It is closely related to the fields of professional communication and technical

communication.Media channels for business communication include the Internet, print

media, radio, television, ambient media, and word of mouth.Business communication can

also refer to internal communication that takes place within the organization.Business

communication is a common topic included in the curricula of Undergraduate and Master

programs of many colleges and universities.

Business Communication is goal oriented. The rules, regulations and policies of a company

have to be communicated to people within and outside the organization. Business

Communication is regulated by certain rules and norms. In early times, business

communication was limited to paper-work, telephone calls etc. But now with advent of

technology, we have cell phones, video conferencing, emails, satellite communication to

support business communication. Effective business communication helps in building

goodwill of an organization.

Business Communication can be of two types:

1. Oral Communication - An oral communication can be formal or informal. Generally

business communication is a formal means of communication, like : meetings,

interviews, group discussion, speeches etc. An example of Informal business

communication would be - Grapevine.

2. Written Communication - Written means of business communication includes -

agenda, reports, manuals etc.

Oral communication implies communication through mouth. It includes individuals

conversing with each other, be it direct conversation or telephonic conversation. Speeches,

presentations, discussions are all forms of oral communication. Oral communication is

generally recommended when the communication matter is of temporary kind or where a

direct interaction is required. Face to face communication (meetings, lectures, conferences,

interviews, etc.) is significant so as to build a rapport and trust.

Advantages of Oral Communication

There is high level of understanding and transparency in oral communication as it is

interpersonal.

There is no element of rigidity in oral communication. There is flexibility for allowing

changes in the decisions previously taken.

The feedback is spontaneous in case of oral communication. Thus, decisions can be

made quickly without any delay.

Oral communication is not only time saving, but it also saves upon money and

efforts.

Oral communication is best in case of problem resolution. The conflicts, disputes and

many issues/differences can be put to an end by talking them over.

Oral communication can be best used to transfer private and confidential

information/matter.

Disadvantages/Limitations of Oral Communication

Relying only on oral communication may not be sufficient as business

communication is formal and very organized.

Oral communication is less authentic than written communication as they are

informal and not as organized as written communication.

Oral communication is time-saving as far as daily interactions are concerned, but in

case of meetings, long speeches consume lot of time and are unproductive at times.

Oral communications are not easy to maintain and thus they are unsteady.

There may be misunderstandings as the information is not complete and may lack

essentials

Written communication has great significance in today’s business world. It is an innovative

activity of the mind. Effective written communication is essential for preparing worthy

promotional materials for business development. Speech came before writing. But writing is

more unique and formal than speech. Effective writing involves careful choice of words,

their organization in correct order in sentences formation as well as cohesive composition of

sentences. Also, writing is more valid and reliable than speech. But while speech is

spontaneous, writing causes delay and takes time as feedback is not immediate.

There are several methods of business communication, including:

Web-based communication - for better and improved communication, anytime

anywhere ...

video conferencing which allow people in different locations to hold interactive

meetings;

Reports - important in documenting the activities of any department;

Presentations - very popular method of communication in all types of organizations,

usually involving audiovisual material, like copies of reports, or material prepared in

Microsoft PowerPoint or Adobe Flash;

telephone meetings, which allow for long distance speech;

forum boards, which allow people to instantly post information at a centralized

location; and

face-to-face meetings, which are personal and should be succeeded by a written

followup.

suggestion box,it is mainly for upward communication as because some people may

hesitate to communicate to the to management directly so they can give suggestion

by drafting

suggestion in suggestion box.

Purpose of study

1. Communication promotes motivation by informing and clarifying the employees

about the task to be done, the manner they are performing the task, and how to

improve their performance if it is not up to the mark.

2. Communication is a source of information to the organizational members for

decision-making process as it helps identifying and assessing alternative course of

actions.

3. Communication also plays a crucial role in altering individual’s attitudes, i.e., a well

informed individual will have better attitude than a less-informed individual.

Organizational magazines, journals, meetings and various other forms of oral and

written communication help in moulding employee’s attitudes.

4. Communication also helps in socializing. In todays life the only presence of another

individual fosters communication. It is also said that one cannot survive without

communication.

5. As discussed earlier, communication also assists in controlling process. It helps

controlling organizational member’s behaviour in various ways. There are various

levels of hierarchy and certain principles and guidelines that employees must follow

in an organization. They must comply with organizational policies, perform their job

role efficiently and communicate any work problem and grievance to their superiors.

Thus, communication helps in controlling function of management.

.

Objective of study

1.To Exchange Information: The prime objective of communication is to

exchange information internally and externally i.e. to deal within the

organization and outside the organization.

2. To Achieve Goal: The goal of the organization can be obtained

through effective organizational communication. Everybody tries to acquire such

goal and therefore it requires effective organizational communication.

3. To Maintain Co-ordination and Co-operation: Co-ordination and co-operation

among three levels i.e. corporate level, divisional level and functional level of an

Organization are maintained through communication.

4. To Plan: Planning decides what is to be done in future. All the information and

data which are required to make a plan for business can be obtained or gathered

through communication.

5. To Facilitate Direction and Motivation: The boss gives direction or order to his

subordinate. And managers need to motivate their employees to increase the

concentration and productivity. Hence, communication helps to facilitate

direction and motivation.

Theoretical framework

This report demonstrates the idea and importance behind the Business Communication

within an Organization through step by step follow of well defined process. The report starts

with the Introduction part wherein analysis and importance of Business Communication is

discussed. Following which description of the methodology adopted i.e. Secondary research

in the form of Questionnaires and Interviews and analysis is carried upon on the basis of

data collected which leads us to the conclusion for the report.

Let us examine communication and communication theory through the following

viewpoints:

Mechanistic - The mechanistic view point says that communication is simply the

transmission of information from the first party to the second party. The first party

being the sender and the second party being the receiver.

Psychological - According to the psychological view point, communication is simply

not the flow of information from the sender to the receiver but actually the

thoughts, feelings of the sender which he tries to share with the recepients. It also

includes the reactions, feelings of the receiver after he decodes the information.

Social - The social view point considers communication as a result of interaction

between the sender and the receiver. It simply says that communication is directly

dependent on the content of the speech. “How one communicates” is the basis of

the social view point.

Systemic - The systemic view point says that communication is actually a new and a

different message which is created when various individuals interpret it in their own

way and then reinterpret it and draw their own conclusion.

Critical - The critical view point says that communication is simply a way with the

help of which an individual expresses his power and authority among other

individuals.

To summarize the communication theory proposes that to survive, every living entity, needs

to communicate with others and also among themselves. Communication is a dire need of

survival.

Outline of chapters

Chapter1-It gives the introduction on business communication.It explains the

purpose of business communication,objective of business communication.

Chapter 2-It explains the methodology.

Chapter 3-It is on Literature review.In this we have briefly explained around 10

research papers on business communication.

Chapter 4-It deals with analysis part of the questionnaire prepared.

Chapter 5-It is conclusion part of the business communication within the

organisation.

Methodology

Universe of Study

There are many ways of classifying data.

A common classification is based upon who collected the data.

Primary data: Data collected by the investigator himself/ herself for a specific purpose.

Examples: Data collected by a student for his/her thesis or research project.

(In movies) The hero is directly told by the heroine that he is her “ideal man”.

Secondary data: Data collected by someone else for some other purpose (but being utilized

by the investigator for another purpose).

Examples: Census data being used to analyze the impact of education on career choice and

earning.

Locale of study

I have studied Business Communication in Tata Consultancy Services ltd.I have taken the

view of employees of Working in TCS Gurgaon.

Sampling

Our Sample is mostly engineer working at the designation of Assistant system engineer or

System engineer.The age group is from 23 to 28.The sample data include employees

working either on offshore or onsite.

Data collection

Data we have collected is through primary data .A questionnaire is prepared and is floated

among the employees and the response is jotted down.

Acknowledgement

The contact person has played an important role in collection of data.I would like to thank

the contact person in ensuring the data received is genuine and accurate

Literature review on Business Communication

Communication is a process of transferring information from one entity to another' .

However, communication is not just a process. It's an art of first listening or reading the

information, comprehending it, processing it and then transferring it. There is a huge

amount of effort that goes into communication. Gesticulations, voice modulation, body

language and the spoken language are some of the important aspects of communication. If

the other person is unable to comprehend any of these factors of communication, then the

process of communication fails. Communication involves the sharing of ideas and

information. While many people think of communication primarily in oral or written form,

communication is in fact so much more. A knowing look or a gentle touch can also

communicate a message loud and clear, as can a hard push or an angry slap. So, what is

communication -an interaction between two people in which something is exchanged

Lavinia Hulea(September 2005)pointed out that general communication processes rely on

messages implying contents, communication channels, a receiver and clear objectives. Once

accepting the importance of defining objectives, three strategies, narrative, implicative, and

decisional, seem to be specific for most business communications. While narrative business

communications convey information with a view of simply transmitting information and

depend on accuracy, complexity, and clarity, implicative business communications convey

information in order to determine a certain behavior of the receiver and rely on credibility,

logic, and motivation; decisional business communications transmit information having a

negative or positive connotation and depend on message, tone, and language.

Patricia Mark(January 2008) explained that communication skills top the list of what

employers look for the most in employees and job candidates. Unfortunately,

communication skills also top the list of skills most lacking in new college graduates. As a

result, many academicians have incorporated business communication courses into their

curricula to teach students to be effective communicators. These courses have historically

included such areasas oral and written communication, team skills, etc. but have generally

not emphasized skills that make students employable.

Manthy K.S. (january2009)wrote an article on the barriers to business communication

between the West and the Orient are discussed. It is noted that access to communication

resources between the two hemispheres is limited. Those resources that do exist are not

always readily accessible or easy to use. It is suggested that beyond the technical barriers of

communication is a very real fundamental interaction problem, as attempts are made to

translate very different languages and cultures into mutually comprehensible and

appreciable partnerships. Attention is given to technological advancements and cooperation

that are providing solutions to communication dissemination

MF Nielsen(January 2009) article will contribute to the study of leadership communication

by combining organization communication theory and conversation analytic methodology.

The article shows important ways in which middle managers “do leadership”: by

contextualizing employee actions and bringing employee perceptions in accordance with

executive-level perceptions of organizational practices.

Oksana Erdeli(march 2009) hypothesized that in cross-cultural business communication

stereotypes play a crucial role. In my research work I am trying to answer the following

questions: (a) do members of a business community in a given nationstate make use of

stereotypes while collecting information on another nation-state as a potential business

partner? (b) If so, what impact do they have on business communication? (c) If not, why are

these stereotypes rejected by members of the business community? Our discussion of the

role of stereotypes in business communication is conducted with the consideration of the

following criteria: age groups and stereotypes, professional position (rank) and stereotypes,

education and stereotypes, gender and stereotypes. The results obtained are applied to a

discussion of overall effectiveness of business companies immersed in national guises, with

particular reference to Ukrainian and Polish enterprises.

Ruhet Genc(july 2010) pointed out that communication entails the transfer of ideas,

thoughts or feelings by the sender to receiver via verbal or nonverbal means. This transfer

gains special significance in business especially in the service sector, since the service

providers work with humans and what distinguishes humans from any other species is their

ability to communicate with others. Communication affects a wide variety of business issues

including productivity and job satisfaction via improving the conveyance of information in

every level of the organization. Thus, in order to establish effective communication, the

managers in an organization has to channel the receiver what they mean to communicate in

a simple, direct and precise manner whether it be on the oral or written modality. To

achieve this end, they should also take into consideration the gender and cultural variations

in terms of communication.Anne Ellerup Nielsen(august 2010) paper is motivated by a

recent interest within public sector management and communication research of studying

higher education strategic communication and marketing. On the basis of a review of

relevant literature, the paper analyzes the occurrence of selected internally and externally

oriented CSR keywords in the sections of education, research and strategy of 17 business

schools’ website, the purpose being to investigate how business schools in different

contexts prioritize CSR communication on their websites, and whether this communication

is consistent. The findings are discussed in light of the context and increasing expectations

from stakeholders.

Ke Gong,(June 2011)said that as part of communication, cultural differences affect business

negotiation deeply. In a globalizing world today, with international business happened

frequently, cultural differences bring influence to communication, any misunderstanding of

it may directly affect the business. Therefore, it makes sense for the countries of different

cultural backgrounds to understand each other. With the entry into the 21st century and

China’s access to the WTO, Sino-U.S. trade and economy has developed rapidly, and it is

necessary for the negotiators from two countries to understand the cultural differences and

make full use of the beneficial strategies.Junko Kobayashi & Linda Viswat(26, July 2011)

paper summarizes the results of interviews and questionnaires of 20 American business

people who have experience in doing business with Japanese people and discusses how

Americans with a high degree of intercultural awareness made compromises or could make

compromises in order to conduct business negotiations more efficiently. While

acknowledging that one’s intercultural communication competence is context-dependent

and there is no panacea for resolving cultural differences, the constructive responses given

by the American business people will certainly help deepen Japanese and American mutual

understanding.

Vijay K. Bhatia(October 2012)said that the concept of Business English has undergone some

major shifts in the last few years because of a number of developments, such as advances in

genre theory and the coming together of English for Business Purposes and Business

Communication, inspired by the realization that there is a gap to be bridged between the

academy and the globalized business world. Drawing on advances in the analysis of business

discourses, especially in applied genre analysis, this state-of-the-art review revisits the

frameworks currently used in English for Business Purposes and Business Communication

(or, more generally, Professional Communication) to suggest an integration of the two

approaches for the design of English for Business Communication (EBC) programmes. The

study incorporates an extensive review of much of the relevant published work in all the

three areas mentioned above to identify some of the main issues in EBC, and illustrates a

gradual shift in the rationale for the design and implementation of EBC programmes.

Communication is life blood of a business organization. No organization can succeed or

progress, build up reputation, and win friends and customers without effective

communication skills.In fact successful communication is the bed rock of ground and

pleasant relationship between the seniors and sub ordinates, between the workers and

the management, between the customers and the sellers good and efficient system of

communication helps in better coordination and efficient control. It results in clear

understanding, good production, healthy climate within the organization willing cooperation

among the various levels, if businessman can communicate effectively and successfully.

Profit and prosperity shall knock at the doors of firm, organization or shop keeper through

effective system of communication

Communication is a process of transferring information from one entity to another' .

However, communication is not just a process. It's an art of first listening or reading the

information, comprehending it, processing it and then transferring it. There is a huge

amount of effort that goes into communication. Gesticulations, voice modulation, body

language and the spoken language are some of the important aspects of communication. If

the other person is unable to comprehend any of these factors of communication, then the

process of communication fails. Communication involves the sharing of ideas and

information. While many people think of communication primarily in oral or written form,

communication is in fact so much more. A knowing look or a gentle touch can also

communicate a message loud and clear, as can a hard push or an angry slap. So, what is

communication -an interaction between two people in which something is exchanged

Lavinia Hulea(September 2005)pointed out that general communication processes rely on

messages implying contents, communication channels, a receiver and clear objectives. Once

accepting the importance of defining objectives, three strategies, narrative, implicative, and

decisional, seem to be specific for most business communications. While narrative business

communications convey information with a view of simply transmitting information and

depend on accuracy, complexity, and clarity, implicative business communications convey

information in order to determine a certain behavior of the receiver and rely on credibility,

logic, and motivation; decisional business communications transmit information having a

negative or positive connotation and depend on message, tone, and language.

Patricia Mark(January 2008) explained that communication skills top the list of what

employers look for the most in employees and job candidates. Unfortunately,

communication skills also top the list of skills most lacking in new college graduates. As a

result, many academicians have incorporated business communication courses into their

curricula to teach students to be effective communicators. These courses have historically

included such areasas oral and written communication, team skills, etc. but have generally

not emphasized skills that make students employable.

Manthy K.S.(january2009)wrote an article on the barriers to business communication

between the West and the Orient are discussed. It is noted that access to communication

resources between the two hemispheres is limited. Those resources that do exist are not

always readily accessible or easy to use. It is suggested that beyond the technical barriers of

communication is a very real fundamental interaction problem, as attempts are made to

translate very different languages and cultures into mutually comprehensible and

appreciable partnerships. Attention is given to technological advancements and cooperation

that are providing solutions to communication dissemination

MF Nielsen(January 2009) article will contribute to the study of leadership communication

by combining organization communication theory and conversation analytic methodology.

The article shows important ways in which middle managers “do leadership”: by

contextualizing employee actions and bringing employee perceptions in accordance with

executive-level perceptions of organizational practices.

Oksana Erdeli(march 2009) hypothesized that in cross-cultural business communication

stereotypes play a crucial role. In my research work I am trying to answer the following

questions: (a) do members of a business community in a given nationstate make use of

stereotypes while collecting information on another nation-state as a potential business

partner? (b) If so, what impact do they have on business communication? (c) If not, why are

these stereotypes rejected by members of the business community? Our discussion of the

role of stereotypes in business communication is conducted with the consideration of the

following criteria: age groups and stereotypes, professional position (rank) and s tereotypes,

education and stereotypes, gender and stereotypes. The results obtained are applied to a

discussion of overall effectiveness of business companies immersed in national guises, with

particular reference to Ukrainian and Polish enterprises.

Ruhet Genc(july 2010) pointed out that communication entails the transfer of ideas,

thoughts or feelings by the sender to receiver via verbal or nonverbal means. This transfer

gains special significance in business especially in the service sector, since the service

providers work with humans and what distinguishes humans from any other species is their

ability to communicate with others. Communication affects a wide variety of business issues

including productivity and job satisfaction via improving the conveyance of information in

every level of the organization. Thus, in order to establish effective communication, the

managers in an organization has to channel the receiver what they mean to communicate in

a simple, direct and precise manner whether it be on the oral or written modality. To

achieve this end, they should also take into consideration the gender and cultural variations

in terms of communication.Anne Ellerup Nielsen(august 2010) paper is motivated by a

recent interest within public sector management and communication research of studying

higher education strategic communication and marketing. On the basis of a review of

relevant literature, the paper analyzes the occurrence of selected internally and externally

oriented CSR keywords in the sections of education, research and strategy of 17 business

schools’ website, the purpose being to investigate how business schools in different

contexts prioritize CSR communication on their websites, and whether this communication

is consistent. The findings are discussed in light of the context and increasing expectations

from stakeholders.

Ke Gong,(June 2011)said that as part of communication, cultural differences affect business

negotiation deeply. In a globalizing world today, with international business happened

frequently, cultural differences bring influence to communication, any misunderstanding of

it may directly affect the business. Therefore, it makes sense for the countries of different

cultural backgrounds to understand each other. With the entry into the 21st century and

China’s access to the WTO, Sino-U.S. trade and economy has developed rapidly, and it is

necessary for the negotiators from two countries to understand the cultural differences and

make full use of the beneficial strategies.Junko Kobayashi & Linda Viswat(26, July 2011)

paper summarizes the results of interviews and questionnaires of 20 American business

people who have experience in doing business with Japanese people and discusses how

Americans with a high degree of intercultural awareness made compromises or could make

compromises in order to conduct business negotiations more efficiently. While

acknowledging that one’s intercultural communication competence is context-dependent

and there is no panacea for resolving cultural differences, the constructive responses given

by the American business people will certainly help deepen Japanese and American mutual

understanding.

Vijay K. Bhatia(October 2012)said that the concept of Business English has undergone some

major shifts in the last few years because of a number of developments, such as advances in

genre theory and the coming together of English for Business Purposes and Business

Communication, inspired by the realization that there is a gap to be bridged between the

academy and the globalized business world. Drawing on advances in the analysis of business

discourses, especially in applied genre analysis, this state-of-the-art review revisits the

frameworks currently used in English for Business Purposes and Business Communication

(or, more generally, Professional Communication) to suggest an integration of the two

approaches for the design of English for Business Communication (EBC) programmes. The

study incorporates an extensive review of much of the relevant published work in all the

three areas mentioned above to identify some of the main issues in EBC, and illustrates a

gradual shift in the rationale for the design and implementation of EBC programmes.

Analysis

Business communication meetings

According to the survey we get to know that meetings in TCS are conducted on

monthly basis and issues which they face are mostly related to coordination

between the onsite team and the offsore team.

It has been found that in these meetings usually the Manager and the Team Lead are

in the driver’s seat whereas the employees with a work experience of 1 to 3 years

are on the back burner.

It was found that employees usually understand whatever is discussed in the

meeting but employees with less than 1 year of work experience face some problem

.

Most of the employees feel that the objective of the meeting are completely met.

Interpersonnal communication

It has been observed that during the time of conflict ,it is usually solved by mutual

resolution.

People are neutral towards sharing of knowledge as politics comes into play.

The most preferred mode of communication among the employees is email

followed by telephonic conversation.

Cross-Culture communication

People usually feel that their is the diversified culture in their organisation.

Employees are usually comfortable conversing with employees from diversified

culture but in some occasion it may lead to misunderstanding.

According to the survey ,Employees do get to learn other region culture.

Profile analysis

Our target audience is usually from the age group of 23-28.

It comprises of both male and female.

Martial status is usually unmarried.

The education background in engineering.

Conclusion

Communication is life blood of a business organization. No organization can succeed or

progress, build up reputation, and win friends and customers without effective

communication skills.In fact successful communication is the bed rock of ground and

pleasant relationship between the seniors and sub ordinates, between the workers and

the management, between the customers and the sellers good and efficient system of

communication helps in better coordination and efficient control. It results in clear

understanding, good production, healthy climate within the organization willing cooperation

among the various levels, if businessman can communicate effectively and successfully.

Profit and prosperity shall knock at the doors of firm, organization or shop keeper through

effective system of communication. Effective communication enables a company to inform

and build relationships with its stakeholders. It is a two-way process enabling stakeholders

to interact with the company. This includes employees supplying ideas for improvements

and customers providing feedback.

Enterprise uses a multi-channel approach to its communication strategies to increase

awareness of its key messages. Using a mix of formal and informal communication helps to

improve effectiveness. Its internal communications strategies ensure the company values

and culture are maintained. Its ‘onboarding’ programme and The Hub intranet encourage

employee engagement, knowledge and increases motivation.

To maximise effectiveness of its communications strategies, Enterprise tailors its

communication messages and channels to each specific audience’s needs. This ensures that

any barriers to communication are dealt with. Enterprise regularly evaluates its internal and

external communications strategies to maintain its focus on high levels of customer service

and employee relations

Sources

References

EFFECTIVE BUSINESS COMMUNICATION; Asha Kaul 2004, PHI Learning

Richmond, McCroskey, & McCroskey (2005). THE NATURE OF COMMUNICATION IN

ORGANIZATIONS

Jacqueline Mayfield and Milton Mayfield, Texas A&M International University “The Role of

Leader Motivating Language in Employee Absenteeism”; International journal of business

communication

http://www.managementstudyguide.com/

http://en.wikipedia.org/wiki/tcs

Bibliography

International journal on business communication ,Business Communication

Strategies

Department of Communication, University of South Alabama, Redefining

business communication

Ieeexplore, Bridging the gap of international business communication

INTERNATIONAL journal on business communication ,Interpretative

Management in Business Meetings

Adam Mickiewicz University,Poland, Stereotypes in Business Communication

Acta Universitatis Danubius, The Vitality of Business Communication

BUSINESS SCHOOLS’ COMMUNICATION OF CSR ON THEIR WEBSITES

Adam Mickiewicz University,Poland Intercultural communication

Foreign Languages Department, Shandong Jiaotong University, Jinan, China,

a Research on Cultural Differences Impact on Sino-US Business Negotiation

Cambridge Journals, English for Business Communication

Appendix

1. Most of the information I receive on a daily basis comes from my manager.

a.) Strongly Agree b.) Agree c.) Neutral d.) Disagree e.) Strongly Disagree

http://www.managementstudyguide.com/

http://en.wikipedia.org/wiki/tcs

2. In this organization, my ideas are frequently passed on to top-management.


3. Most of the information I receive on a daily basis come from my co-workers.


4. I feel comfortable sharing ideas directly with members of top-management.

a.)Strongly Agree b.) Agree c.) Neutral d.) Disagree e.) Strongly Disagree

5. Please indicate how frequently you use the following methods of communications on

daily basis

Please tick on the appropriate response 1 2 3 4 5

Face-to-face interaction

Electronic communications

Written communication

Telephone calls

6. I receive the information I need to perform my job in a timely manner.


7. There is free-flow upward communication


8. There is free-flow downward communication


9. There is free-flow horizontal communication


10.In this organization, important information is a scarce resource.


11. Using the following scale, please indicate how effective the following methods are for

communicating information you need on a daily basis to do your job.

Please tick on the appropriate response

Very Ineffective

Somewhat Ineffective

Neither Effective

nor Ineffective

Effective

Extremely Effective

E-mail

The company intranet

Company publications/newsletters

Memos/faxes

Meetings

Voicemail

Phone-in hotlines

Co-workers

INTERPERSONALCOMMUNICATION

Chose the option which is the closest to describing your personality

Q1. I make important decisions based on:

a. how I picture it working

b. how I feel about the person

c. which answer sounds most convincing

d. a detailed analysis of all the issues.

Q2. I most easily demonstrate my state of mind by:

a. stating my feelings

b. the colors and clothes I wear

c. the words I choose

d. my tone of voice

Q3. How do you handle conflicts?

a. I try to dominate the other party

b. I have a predetermined solution to the outcome

c. I listen with an open mind to alternative options

d. I try to reach on a mutual resolution so that it is a win-win for both the parties

Q4. Which one of the following communication method do you use most frequently for routine exchanges of information with your colleagues?

a. Electronic messaging (E-mail, instant messaging, text messages)

b. In-person meetings or discussion

c. Telephonic conversations

Q5. Please answer all questions by marking a Tick in the appropriate box.

Statement Strongly

Agree

Agree Neutral Disagree Strongly

Disagree

Me and my colleagues share

knowledge

Employees invite each others in

informal meetings and gatherings

My employer values my opinion

and encourages open discussion

CROSS-CULTURE COMMUNICATION

Q.1 Have you ever communicated with someone from another nation/cultural background?

Yes □

No □

Q.2 Does your organization provide proper training for cross-culture communication

Yes □ No □

Q.3 I am comfortable communicating with employees from different culture?

□ Strongly Agree □ Agree □ Indifferent □ Disagree □ Strongly

disagree

Q.4 It is important to understand cultural differences to carry out international business?


disagree

Q.5 When I communicate cross-culturally, I make efforts to ensure that my message is

clearly understood by the receiver?


disagree

Q.6 Have you ever been in a cross-cultural communication which ended up in

misunderstanding

Yes □

No □

Q.7 In daily life cross-cultural communication, which type of misunderstanding below do

you think is more common? Check the applicable one(s)

□ Verbal misunderstandings (misunderstanding the words/language used).

□ Vocal misunderstandings (misunderstanding what is indicated due to the tone of voice).

□ Non-verbal misunderstandings (misunderstanding the body language/gestures etc.)

□ Other

Q.8 Effectiveness of communication of the team falls sometimes when people from

different countries are working in the team

□Strongly Agree □ Agree □ Indifferent □ Disagree

□ Strongly disagree

Business Meetings

Q1) How often business meetings are conducted in the organization?

a. Weekly b. Fortnightly

b. Monthly d. Once in a quarter

Q2) The purpose of a meeting is met

a. Always b. Most often

b. Sometimes d. Never

Q3) Each and every person contributes to the agenda of the meeting while conducting a

meeting

a. Always c. Most often

b. Sometimes d. Never

Q4) Every one present at the meeting understood the meeting's purpose.

a. Agree b. Neither agree nor disagree c. Disagree

Q5) Of all the times the meeting is held, what percent of the time approximately does the

meeting advance the work of your organization?

a.100% b. 75%

c.50% d. 25%

e. Less than 10%

Q6) How much connected do you feel with the agenda in the meeting?

a. I feel connected to the best of my level

b. I feel somewhat connected with the agenda c. I feel totally disconnected with the agenda

External Communication

2. There exists a proper mechanism that the management employs to monitor relevant

external information and considers the impact on the entity.

a) Strongly disagree

b) Disagree

c) Neutral

d) Agree

e) Strongly agree

3. Does your organization has a proper PR team/ Connect team which communicates

relevant information to media houses or other channels?

a) Yes

b) No

4. Which staff has responsibility for communication?

a) Marketing

b) Public Relation department

c) Partners outside the company (e.g. national authorities, NGOs, the media, PR

agencies)

d) If any others, please specify _________

5. How often do you take feedback from customers and frontline companies?

a) Weekely

b) Monthly

c) Quaterly

d) Yearly

Profiling

1. What kind of mechanism does your organization have for reporting employee

grievances?

a. Employee Helpline

b. Immediate supervisor

c. Approaching unions

d. Reporting to HR department

e. Any other

2. An ex-employee who used to work under you has asked for a recommendation from

you, requesting you to exaggerate his/her capabilities and responsibilities. What

would be your response?

a. Comply to the request

b. Refuse to give recommendation

c. Provide an honest recommendation

d. Complain against him/her

3. How does the organization communicate vacancies for a position?

a. Advertisements in Print media

b. Official website

c. Job Portals such as Monster, Naukri.com

d. Any other mode

4. How would you evaluate the present orientation programme for the new recruits?

a. Very Helpful

b. Satisfactory

c. Can’t Say

d. Needs Improvement

5. How often do you hang out with colleagues for lunch/dinner?

a. Once in a month or less

b. Twice or thrice a month

c. Weekly

d. Twice or thrice a week

e. Daily

6. Who initiated informal communication at your workplace when you joined it?

a. You initiated it

b. Colleagues

c. Superiors

d. Took place with the interference of a third party (eg. Induction programme)

7. I feel that I know people I work with:

a. Extremely well

b. Somewhat well

c. Not very well

d. Not at all well

8. How much of your time is devoted to informal communication, such as small talk or

casual chatting, which is not work-related?

a. None

b. Less than 15%

c. Between 15 and 25%

d. Between 26 and 50%

e. Over 50%

231037 reportas

Career

Transcript of 231037 reportas