Report on- Business Communication in an organization

EXECUTIVE SUMMARYObjective of this project is to study on the Business Communication within an Organization.How the communication should be done in an organization keeping in mind various stakeholders who come from different backgrounds and different regions.

Report started off with the Introduction of Communication,types of Communication, their advantages and disadvantages in Business terms and finally importance of Business Communication and types of Communication flow which happens in an Organization.Further Scope, Objective and complete framework of the study is discussed.

The foremost important pillar of any report which is Methodology adopted while carrying the research is explained.This section brief about the Universe and Locale of the study and how the sampling and data collection was carried upon is briefed.The target segment is IT/ITES employee because of its comprehensive growth and number of employees.

Questionnaire is divided into 4 broad domains namely Internal Communication, External Communication, Interpersonal Communication, Cross-Culture Communication.Hence each domain is analyzed separately and findings are discussed in detail in the report.

It was founded that people are pleased within the organization when their ideas and views are taken sincerely and when employees were given opportunity to interact directly with their clients.The employees felt a necessity to express their views among the peers effectively and stressed upon training or workshops to be provided by the company.

Finally, came to a conclusion that the Communication is a diversified field with lots of new technology rolling over with the advent of globalization and world is becoming narrower.Hence its mandatory for any organization to look onto every aspect of communication be it Internal,External,Interpersonal and Cross Cultural. A company could improve upon all the factor discussed by themselves except Interpersonal communication and here does the need of training, workshop and updated literature is required.

ContentsAcknowledgementvLetter Of Transmittalvi1.Introduction7Importance of communication in an organization91.1 Purpose of this Study101.2 Objectives of this Study101.3 Theoretical Framework101.4 Keywords Of the Study111.5 Brief Outline of Chapters112.Methodology122.1 Universe of the Study122.2 Locale of the Study122.3 Sample122.4 Data Collection122.5 Acknowledgement123.Literature Review133.1Introduction to review literature on Communication133.2 History of Infosys Ltd.154.Analysis16Communication Flow in an Organization165. Conclusion195.1 Findings195.2 Suggestions195.3Limitations205.4 FURTHER SCOPE OF THE STUDY20AppendixesXXIAppendix AXXIIAppendix BXXIIIAppendix CXXIIIVAppendix DXXV

AcknowledgementI would like to extend my sincere & heartfelt obligation towards all the personages who have helped me in this endeavor. Without their active guidance, help, cooperation & encouragement, I would not have made headway in the project.I take this opportunity to express my profound gratitude and deep regards to my professor Dr. Anita Tripathi Lal for her exemplary guidance, monitoring and constant encouragement throughout the course. The blessing, help and guidance given by her time to time shall carry me a long way in the journey of life.I am obliged to FORE School of Management for providing me opportunity to work upon this report which will help enhance my soft skills and see things in different perspective.I also acknowledge with a deep sense of reverence, my gratitude towards my parents and member of my family, who has always supported me morally as well as economically. At last but not least gratitude goes to all of my friends who directly or indirectly helped me to complete this report. Any omission in this brief acknowledgement does not mean lack of gratitude.

Thank you

1.Introduction Introductory paragraphCommunicationis neither transmission of message nor message itself. It is the mutual exchange of understanding, originating with the reciever. Communication needs to be effective in business. Communication is essence of management.The basic functions of management cannot be performed well without effective communication. Business communication involves constant flow of information.Organizations these days are verly large. It involves number of people. There are various levels of hierarchy in an organization. Greater the number of levels, the more difficult is the job of managing the organization. Communication here plays a very important role in process of directing and controlling the people in the oragnization. Immediate feedback can be obtained and misunderstandings if any can be avoided. There should be effective communication between superiors and subordinated in an organization, between organization and society at large(for example between management and trade unions). It is essential for success and growth of an organization. Communication gaps should not occur in any organization.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 essentialsWritten communication has great significance in todays 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.

Advantages of Written Communication Written communication helps in laying down apparent principles, policies and rules for running of an organization. It is a permanent means of communication. Thus, it is useful where record maintenance is required. It assists in proper delegation of responsibilities. While in case of oral communication, it is impossible to fix and delegate responsibilities on the grounds of speech as it can be taken back by the speaker or he may refuse to acknowledge. Written communication is more precise and explicit. It provides ready records and references.

Disadvantages of Written Communication Written communication does not save upon the costs. It costs huge in terms of stationery and the manpower employed in writing/typing and delivering letters. Also, if the receivers of the written message are separated by distance and if they need to clear their doubts, the response is not spontaneous. Written communication is time-consuming as the feedback is not immediate. The encoding and sending of message takes time. Effective written communication requires great skills and competencies in language and vocabulary use. Poor writing skills and quality have a negative impact on organizations reputation. Too much paper work and e-mails burden is involved.

Importance of communication in an organization1. Communicationpromotesmotivationby 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 asource of informationto the organizational members for decision-making process as it helps identifying and assessing alternative course of actions.3. Communication also plays a crucial role inaltering individuals 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 employees attitudes.4. Communication alsohelps in socializing. In todays life the only presence of another individual fosters communication. It is also said that one cannot survive without communication.5. Communication also assists incontrolling process. It helps controlling organizational members 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.1.1 Purpose of this StudyThe purpose of this report is to:1)Assess the importance of Business Communication in an Organization2)Effect of effective Business Communication in an Organization1.2 Objectives of this StudyThe main objective behind this report is to:1)Derive upon a conclusion through research methodology about the major role a Business Communication play in an Organization 2)Find out if an environment of growth and harmony within the Organization could be created through effective Business Communication.1.3 Theoretical FrameworkThis 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. Communication theory framework is explained 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.1.4 Keywords Of the Study Communication: is a purposeful activity of exchanginginformation andmeaningacross space and time using various technical or natural means, whichever is available or preferred. Informal and Formal Communication: Informal communications are those that are not based upon any set measures. And Formal communications are those that take place through well-known channels. Workplace Communication: is the process of exchanging information, both verbal and non-verbal, within an organization. Face-to-Face: social interactioncarried out without anymediatingtechnology. Communities of Practice (CoPs): a group of people who share a craft and/or a profession.1.5 Brief Outline of ChaptersChapter 1 introduces about the Business Communication,types, its importance and effectiveness in an Organization.It briefs about the purpose and Objective of the study conducted and gives an outline/framework of the study.Chapter 2 describes the Methodology adopted for conducting of study.It talks about scope of study and method adopted for sampling and data collection. It consist the sequence of steps which are to be followed from starting till the end (gathering of primary and secondary data till the analysis of data and finally coming to a conclusion or solution).Chapter 3 provides the Literature review, the purpose of it and briefs of the History of the company. It will take into account developments by past research in this research area and explains the gaps found in between those researches.Chapter 4,5 analyzes the data collected and based upn the analysis done proposes a final conclusion. It will give the findings from the research. Last part of the report will include the supplementary parts, i.e. references and bibliography, of research.2.MethodologyIt was decided to use the primary as well as secondary research, mainly the internet to source for more information and reaching out to people with questionnaire either approaching them directly with hard copy or through soft copy in the form of google docs.2.1 Universe of the StudyThe study was conducted on IT/ITES employees in India as the industry is one of the fastest growing and comprehensive industry with high employability rate

2.2 Locale of the StudyStudy conducted on the Infosys Ltd. Employees based out of pune Development centre.

2.3 SampleThe sampling method adopted was random sampling method wherein no any definite sequence was adopted or classification was done based upon any segmentation by age/gender/position.

2.4 Data CollectionIn order to get accurate results, primary research was conducted. According to the list of opinions and concerns, survey and interview questions were created. A total of 20 persons were surveyed, and 5 persons were interviewed. Closed ended questionnaire was formed and was circulated within the employees.The questionnaire was broadly classified into various domains as such:Internal Communication, External Communication, Interpersonal Communication, Cross-Culture Communication, Business Meetings Outcomes.(Refer Appendix A to know about the individual from whom data has been collected)(Refer Appendix B for the survey for the primary data collection)Secondary data is collected from companys official website: www.infosys.com2.5 AcknowledgementThe data collection task was quite a difficult as for the perfect report everything depends upon the quality of data received.Hence to make sure genuine data is being received, the contact person has played an important role in ensuring the data received is genuine and accurate.I would like to thank him for quality of data received.

3.Literature Review

3.1Introduction to review literature on CommunicationCommunication is needed for exchanging information,opinions,making plans and proposals,reaching agreement, executing decisions, sending and orders (Blackk,2005;Kotler,2006). Effective communication occurs when the intended meaning of the source and the perceived meaning of the receiver are virtually the same (Schermerhorn et al. 2002). Efficient communication occurs at minimum cost in terms of resources expended. Time,for example, is an important resource (Alamry and Alghalby, 2007). On the other hand, if a companys employees lack communication skills, not onlycould teams not coordinate their efforts and individuals seek feedback from and communicate their successes to their managers, but also customers would have a pretty tough time placing orders, and services would have a pretty tough time being delivered.When this happens, the company will falter and ultimately fail (Nelson and Economy2005). Managers and companies that do not develop and encourage the use ofcommunication process give up potential competitive advantages and may underutilizecompany strengths (Vicker and Hein 1999).The structure of the communication changes with the situation as such Internal,External,Cross Cultural,Interpersonal.Cross cultural communication is a recent necessity to be acknowledged in current Globalisation.This literature review will include opinions regarding cross cultural communication and its importance within an organization.It will discuss upon influence of culture on communication in cross-cultural settings including (a) conceptualizing communication and (b) conceptualizing culture.Conceptualizing CommunicationGenerally, communication can be defined as all messages disseminated within a context and a situation (Communication, n.d.; Coggins, 2010). More specifically, communication is a process that involves a sender, a receiver and a message whereby a person or group (the sender) attempts to convey information (the message) to another person or group (the receiver) through both verbal and nonverbal cues (Harris, Moran, & Moran, 2004; Klopf, 1991). (Harris et al,2003) observed and emphasized that cross-cultural communication (a) occurs within a context; (b) is at the heart of all organizational operations and international relations; and (c) is a process whereby individuals from different cultural backgrounds attempt to share meanings.Conceptualizing CultureSeedam (2009); Grunlan and Mayers (2004); and Linton (1947) each seemed to recognize the culture of a society as the way of life of its members; the collection of ideas and habits which they learn, share and transmit from generation to generation.. House et al (2004) defined culture as shared motives, values, beliefs, identities, and interpretations or meanings of significant events that result from common experiences of members of collectives and are transmitted across age generations. Fisher (1988) conceptualized culture as the mindset of a collective that works as a lens through which members of that collective tend to see, hear, and interpret everything around them and act accordingly.Hofstede and cultural dimensionsHofstede eventually identified five dimensions of national culture that influenced communication within global organizations including1. Power distance,2. Uncertainty avoidance,3. Individualism-Collectivism,4. Masculinity-Feminity.5. Long-term orientationThere is evidence that communication between two persons from different backgrounds could be misled.It is said that culture basis defines the adopted behavior with other human and does modify attitude towards other people in organization (Meed,1990:13).In international business,managers treat culture as a success factor for employers whose capability includes fitting into new societies.It is not acceptable to expect that members of different culture values will capture the point of message and either the message communicated to us (Mead,1990:13)The companies are relocating operations into new countries in pursuit of new business oppurtunities and hence it becomes important to establish synergy between business culture and Managerial values which could start once individual start sharing perceptions, beliefs, attitudes and knowledge about something or someone (Mead,1990:39)Hence, now-a-days communication is considered vital as international business is developing in amajor scale and organization perceive the necessity to go cross border.So,it becomes important to do cross comparison between two countries in order to observe the differences within dimensions and making plans accordingly for overall growth.3.2 History of Infosys Ltd.

Infosys Ltd (formerly Infosys Technologies Limited) is an Indian multinational corporation that provides business consulting, information technology, software engineering and outsourcing services. It is headquartered in Bangalore, KarnatakaInfosys was co-founded in 1981 by Narayan Murthy, Nandan Nilekani, N. S. Raghavan, S. Gopalakrishnan, S. D. Shibulal, K. Dinesh and Ashok Arora after they resigned from Patni Computer Systems. The company was incorporated as "Infosys Consultants Pvt Ltd." with a capital of Rs. 10,000 (roughly $250) in Model Colony, Pune as the registered office. It signed its first client, Data Basics Corporation, in New York. In 1983, the company's corporate headquarters was relocated from Pune to Bangalore.Change in name: It changed its name to "Infosys Technologies Private Limited" in April 1992 and to "Infosys Technologies Limited" when it became a public limited company in June 1992. It was later renamed to "Infosys Limited" in June 2011.Milestones2014Dr. Vishal Sikka takes over as the CEO and MD from S.D. Shibulal2013Infosys Board appoints N. R. Narayana Murthy as Executive Chairman of the BoardInfosys begins trading on NYSE Euronext London and Paris markets2012Listed on the NYSE marketInfosys acquires Lodestone Holding AG, a leading management consultancy based in Switzerland2011N. R. Narayana Murthy hands over chairmanship to K.V. KamathS.D. Shibulal, COO, takes over as the CEO and MD from Kris Gopalakrishnan2010Infosys crosses the US$ 5 billion revenue mark4.AnalysisCommunication Flow in an OrganizationIn an organization, communication flows in 5 main directions-DownwardUpwardLateralDiagonalExternalDownward Flow of Communication: Communication that flows from a higher level in an organization to a lower level is a downward communication. In other words, communication from superiors to subordinates in a chain of command is a downward communication. This communication flow is used by the managers to transmit work-related information to the employees at lower levels. Employees require this information for performing their jobs and for meeting the expectations of their managers. Downward communication is used by the managers for the following purposes Providing feedback on employees performance Giving job instructions Providing a complete understanding of the employees job as well as to communicate them how their job is related to other jobs in the organization. Communicating the organizations mission and vision to the employees. Highlighting the areas of attention.Organizational publications, circulars, letter to employees, group meetings etc are all examples of downward communication. In order to have effective and error-free downward communication, managers must:

Specify communication objective Ensure that the message is accurate, specific and unambiguous. Utilize the best communication technique to convey the message to the receiver in right formUpward Flow of Communication:Communication that flows to a higher level in an organization is called upward communication. It provides feedback on how well the organization is functioning. The subordinates use upward communication to convey their problems and performances to their superiors.The subordinates also use upward communication to tell how well they have understood the downward communication. It can also be used by the employees to share their views and ideas and to participate in the decision-making process.Upward communication leads to a more committed and loyal workforce in an organization because the employees are given a chance to raise and speak dissatisfaction issues to the higher levels. The managers get to know about the employees feelings towards their jobs, peers, supervisor and organization in general. Managers can thus accordingly take actions for improving things.Grievance Redressal System, Complaint and Suggestion Box, Job Satisfaction surveys etc all help in improving upward communication. Other examples of Upward Communication are -performance reports made by low level management for reviewing by higher level management, employee attitude surveys, letters from employees, employee-manager discussions etc.Lateral / Horizontal Communication:Communication that takes place at same levels of hierarchy in an organization is called lateral communication, i.e., communication between peers, between managers at same levels or between any horizontally equivalent organizational memberDiagonal Communication:Communication that takes place between a manager and employees of other workgroups is called diagonal communication. It generally does not appear on organizational chart. For instance - To design a training module a training manager interacts with an Operations personnel to enquire about the way they perform their task.External Communication:Communication that takes place between a manager and external groups such as - suppliers, vendors, banks, financial institutes etc. For instance - To raise capital the Managing director would interact with the Bank Manager.The analysis has been done based on the data received from total 25 respondents. All 5 options were given equal weightage and based upon the option having highest weigh from all the respondents was finally considered.As the questionnaire is divided into 4 broad domains namely Internal Communication, External Communication, Interpersonal Communication, Cross-Culture Communication.Hence each domain was analyzed separately.From the analysis of Internal communication it was depicted that people there are quite pleased with the organization as their ideas and views are taken sincerely by their managers as well as higher management too.There is a free flow of communication within the organization be it Horizontal/Vertical/Upward/Downward.Another domain which is important is External Communication were also employees were given opportunity to interact directly with their clients and a free flow of communication between employee and clients shows how much company rely on their employee without discriminating upon the level of the employee.Next domain which was considered in study is Interpersonal communication.The employees felt a necessity to express their views among the peers effectively and stressed upon some more training or workshops to be provided by the company for their future growth and development.The last and not the least domain considered was cross cultural domain.The company is huge and employees 1.6 lakh employee with development centre across India and hence cross cultural communication played an important role in strengthening the bond within the company of which the employees seems quite satisfied. Complaints and feedbacks form an integral part of the communication system. The complaints / feedbacks against the supervisors can also be shared anonymously with the HR by sending in printed letter in an envelope. The envelopes are clearly marked confidential for such content. Downward communication is used mainly to communicate messages from the higher levels of the organization to the lower levels and is perhaps the most common form of communication in organizations. Letters, memos, reports, minutes are all sent as attachments via e-mails. Phone calls are also often used to send and receive information immediately but as theres no written proof of the same, important messages are communicated via mails. Memos are meant to give directions or instructions to the sub ordinates and are sent to a specific audience only. Notices on the other hand are more general in nature. They are meant for the entire workforce and are generally printed and displayed at certain central places for easy access to information. To enhance effective communication the company has an open door policy that encourages exchange of ideas views and information amongst employees of the company.

5. Conclusion5.1 FindingsA)IntroductionThe first chapter talked about the introduction on Business communication.It covered purpose of the study,objective of study,Theoretical framework and outline of chapters.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. 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. Effective communication enables a company to inform and build relationships with its stakeholdersEnterprise uses a multi-channel approach to its communication strategies to increase awareness of its key messages. 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.

B)MethodologyIn Methodology we carried out the Universe of study,locale of study,sampling,data collection and acknowledgement.It was decided to use the primary as well as secondary research, mainly the internet to source for more information and reaching out to people with questionnaire either approaching them directly with hard copy or through soft copy in the form of google doc.It has been observed that primary data is more effective than secondary data as its more reliable and comes from authentic sources monitored by selfC)Literature reviewIn this we have taken the 10 research papers on business communication and depicted that there is a strikingly similar correlation between the literature and the findings from current study.D)AnalysisFrom the analysis, it could be derived that employees takes each and every aspect of communication very seriously as they are aware of the fact that effective communication is a ladder to their future growth at higher level of roles and responisibilities.They are concerned of their Interpersonal skills which needs to be developed by themselves while they are pleased with the Internal,External and Cross cultural communication prevailing within the company.5.2 Suggestions.The company needs to further improve their employees skills by conducting various trainings and workshops and integrating latest books in corporate libraries to help them updated.Hence company should be credited with the existing Communication environment being followed and should be determined to remain focus in adapting latest communication medium coming into being with the advent of new technology for the betterment of the employee and for the organization as a whole.5.3LimitationsTime If more time would have been available, greater depths could have been explored.Accessibility The organization premises being in Delhi NCR, most of the conversation could happen only through phone calls or emails.Sample Size Only one person is taken under study and in depth study has done only according to view points of him. Results may not match with views of other employees of the organization.

5.4 FURTHER SCOPE OF THE STUDYSample size of people from different IT/ITES companies to be taken so that data is not skewed based upon the practice adopted by one company.

AppendixesAppendix A

Details about the individual from whom the primary data has been collected:Mr. Vivek R.Srivastava Senior Systems Engineer, Infosys Ltd.Contact details: Phone no: +917042987xxxMail ID: vrs09@gmail.com

The mail which was dropped to the employees was as suchHi,I am doing a research project on Effective Business Communication.It would be really helpful if you kindly spare a few moment to fill the survey.This would be utilized to set a trend in various organization for their growth and development.

Attached is the questionnaire.Thanks in anticipation.Sincerely,Abhijeet AgarwalFORE School of ManagementEmail-231005@fsm.ac.inMob no-7042714325C:\Abhijeet\a_FSM\Term-3\ATL\Long report\harshul.goel@in.ey.comAppendix BQ. NAME OF RESPONDENT: Mr./Ms_________________________________Q. Age Group:a. 18-25b. 25-35c. 35-50d. 50-65Q. Gendera. Maleb. FemaleQ. Contact Number: #_____________Q. Marital Statusa. Unmarriedb. Marriedc. Widowedd. DivorcedQ. EducationKindly mark the highest degree completeda. Schooling not completedb. Schooling completedc. 1 or more years of college, no degreed. Bachelor's degree (for example: BA, Bcom)e. Master's degree (for example: MBA, MSc)f. Professional degree (for example: LLB, MD)g. Doctorate degree (for example: PhD)Q. Duration of working in this companya. 1-2 yrsb. 3-5 yrsc. 5+Q. Employer TypePlease describe your work.a. Employee of a for-profit company or business or of an individualb. Employee of a not-for-profit or charitable organizationc. Government employeed. Self-employed in own not-incorporated businesse. Self-employed in own incorporated business, professional practicef. Others. Please Specify____________________

Q. What is your Family Income?a. Less than Rs.2,50,000b. 2,50,000-5,00,000c. 5,00,000-10,00,000d. More than 10,00,0001. 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 Disagree2. In this organization, my ideas are frequently passed on to top-management. a.)Strongly Agree b.) Agree c.) Neutral d.) Disagree e.) Strongly Disagree3. Most of the information I receive on a daily basis come from my co-workers. a.)Strongly Agree b.) Agree c.) Neutral d.) Disagree e.) Strongly Disagree4. I feel comfortable sharing ideas directly with members of top-management. a.)Strongly Agree b.) Agree c.) Neutral d.) Disagree e.) Strongly Disagree5. There is free-flow upward communication a.) Strongly Agree b.) Agree c.) Neutral d.) Disagree e.) Strongly Disagree6. There is free-flow downward communication a.) Strongly Agree b.) Agree c.) Neutral d.) Disagree e.) Strongly Disagree7. There is free-flow horizontal communication a.) Strongly Agree b.) Agree c.) Neutral d.) Disagree e.) Strongly Disagree8. I make important decisions based on:a. how I picture it workingb. how I feel about the personc. which answer sounds most convincingd. a detailed analysis of all the issues.9. I most easily demonstrate my state of mind by:a. stating my feelingsb. the colors and clothes I wearc. the words I choosed. my tone of voice10. How do you handle conflicts?a. I try to dominate the other partyb. I have a pre determined solution to the outcomec. I listen with an open mind to alternative optionsd. I try to reach on a mutual resolution so that it is a win-win for both the parties11. 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 discussionc. Telephonic conversations12. My organization encourages cultural diversity and celebrates all the regional festivals Yes No

13. Does your manager show biasness towards a person who belongs to his /her cultural background? Always Frequently Sometimes Rarely Never

14. 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

15. If I dont like someones cultural norms, I start avoiding or disliking the person

Always Frequently Sometime Rarely Never16.How often business meetings are conducted in the organization? a. Weeklyb. Fortnightlyb. Monthly d. Once in a quarter

17. The purpose of a meeting is meta. Alwaysb. Most oftenb. Sometimes d. Never

18. Each and every person contributes to the agenda of the meeting while conducting a meetinga. Alwaysc. Most oftenb. Sometimes d. Nevers

19. How does the organization communicate vacancies for a position?a. Advertisements in Print mediab. Official websitec. Job Portals such as Monster, Naukri.comd. Any other mode20.How would you evaluate the present orientation programme for the new recruits?a. Very Helpfulb. Satisfactoryc. Cant Sayd. Needs Improvement 21. What kind of mechanism does your organization have for reporting employee grievances?a. Employee Helplineb. Immediate supervisorc. Approaching unionsd. Reporting to HR departmente. Any other

Appendix CReferencesChapter 1 EFFECTIVE BUSINESS COMMUNICATION; Asha Kaul 2004, PHI Learning Carolyn M. Anderson and Matthew M. Martin, Journal of Business Communication 1995 Keri K. Stephens, Patty Callish Malone and Christine M. Bailey, Journal of Business Communication 2005 Beverly Mallett-Hamer, COMMUNICATION WITHIN THE WORKPLACE, 2005 Conchie and Burns, 2008 http://www.managementstudyguide.com/ http://en.wikipedia.org/wiki/ Business Communication, Kity O Locker and Stephen Kyo Kaczmarek, 2004 Chapter 2 Richmond, McCroskey, & McCroskey (2005). THE NATURE OF COMMUNICATION IN ORGANIZATIONS Writing Self-Efficacy and Written Communication Skills; International journal of business communicationChapter 3 Tian Guang and Dan Trotter from Shantou University, Shantou City, Guangdong Province, Southern China (2012) Key issues in cross-cultural business communication: Anthropological approaches to international business; African Journal of Business Management Vol.6 (22), pp. 6456-6464, 6 June, 2012 Jacqueline Mayfieldand Milton Mayfield, Texas A&M International University The Role of Leader Motivating Language in Employee Absenteeism; International journal of business communication Business Communication, Kity O Locker and Stephen Kyo Kaczmarek, 2004Model Business Letters, E-mails & Other Business Documents (sixth edition), Shirley Taylor(Shockley-Zalabak, 1999)Appendix D Bibliography1) Mathew W.Seager;Timothy L.Sellnow;Robert R.Ulmer(2003),Communication and Organizational Crisis.2) Michael W.Kramer(2004) Managing Uncertainity in Organizational Communication3) Dennis Tourish;Owen Hargie(2004) Key issues in Organizational Communication.4) Udegebe, Seholatica Ebarefimia (2012) Impact of business communication on Organizational Performance5) Ziad Rafia El-Shikhdeeb(2008)The role of business communication in decision making process.6) EFFECTIVE BUSINESS COMMUNICATION; Asha Kaul 2004, PHI Learning7) Richmond, McCroskey, & McCroskey (2005). THE NATURE OF COMMUNICATION IN ORGANIZATIONS8) Writing Self-Efficacy and Written Communication Skills; International journal of business communication9) International journal on business communication ,Business Communication Strategies10) Ieeexplore, Bridging the gap of international business communication11) Richmond, McCroskey, & McCroskey (2005). THE NATURE OF COMMUNICATION IN ORGANIZATIONS12) Jacqueline Mayfieldand Milton Mayfield, Texas A&M International University The Role of Leader Motivating Language in Employee Absenteeism; International journal of business communication13) Virginia W. Kupritz The University of Tennessee, Eva Cowell The University of Tennessee Productive Management Communication Online and Face-to-Face; international journal of business communication14) JD Schramm ( 2010) article Effective communication begins with a first impression in HBR15) Sebastian Kernbach (University of Lugano, Lugano, Switzerland), Martin J. Eppler, Sabrina Bresciani (University of St. Gallen, St. Gallen, Switzerland) The Use of Visualization in the Communication of Business Strategies International journal of business communication16) Tian Guang and Dan Trotter from Shantou University, Shantou City, Guangdong Province, Southern China (2012) Key issues in cross-cultural business communication: Anthropological approaches to international business; African Journal of Business Management Vol.6 (22), pp. 6456-6464, 6 June, 201217) Akinyele Adesola Patrick THE ROLES OF COMMUNICATION IN BUSINESS ORGANIZATIONS Journal of Business Communication18) Helio Fred Garcia (2012) The Power of Communication: Skills to Build Trust, Inspire Loyalty, and Lead Effectively