business communication
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TRANSCRIPT
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Communication-nature and
barriers in the process- Report on survey
Prepared by: Submitted to:
Sanjay Miyani Dr. AS AbaniHiral Navik The DirectorSweta NimChetan NizamaAshish Sakariya
Bhagwan Mahavir College of Management, Surat
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Content
1. Introduction to the topic
2. Conceptual frame work
3. Research methodology
4. Data presentation analysis
5. Conclusion
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Aim
1. Go to any organization and select few people to study
the nature they follow and barriers they face with
reasons.
2. Each member select two persons of their choice and
observe them (with telling them) what non-verbal
communication signals they use frequently to
communicate
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1. Introduction
1.1 Communication:
A natural activity of all human
beings to convey opinions,
feelings, information, and ideas to
others through words
(written or spoken), body language,
or signs.
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1. Introduction
1.3 History of Communication Theory
Aristotle first addressed the
problem of communication
and attempted to work out
a theory of it
He was primarily focused
on the art of persuasion
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1. Introduction
1.4 Elements and process of communication theory
Sender
Source Encoding
Receiver
Reception of the
message by
receiver
Decoding
Use of Message
Transmission through a channel
Feedback
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1. Introduction
1.5 Methods of communication
Communication
Verbal
Oral Written
Non-Verbal
Action Langua
ge
Sign Langua
ge
Object Langua
ge
Paralanguage
Non verbal part of verbal communication
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1. Introduction
1.6 Directions of communication
Directions of communication
Vertical
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1. Introduction
1.7 Networks of communicationNetworks of
communicationFormal Informal
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1. Introduction
1.8 Barrier to communication
Noise Lack of planning Wrong/un clarified assumptions Semantic problems Emotions Cultural barriers Socio-psychological barriers Poor listening Selective perception Loss by transmission
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1. Introduction
1.9 Organization: Max New York Life insurance
Max New York Life
Insurance Company
Ltd. is a joint
venture between
New York Life;
a Fortune 100
company and
Max India Limited
100 Corers Capital
Deposit
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1. Introduction
1.10 Study
This is an opportunity for students to understand the
fundamentals of communication and compare practical
knowledge with theoretical aspects.
The topic is unique as touches every aspect of
organizational behavior as well as area of study for any
department/unit/individual being the most touched
concept of human life.
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2. Conceptual frame work
Getting familiar with each other, knowing each others strengths and weaknesses
Study of concept at individual level using books, through internet or people
Sitting together for discussion and clarification of concept
Formulation of questionnaire
Delegation of work
Planned survey
Analysis of result
Report formulation
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3. Research methodology
Date Work done
30 - 09 - 08
Tuesday
Met in a group in order to get familiar with each other, knowing each others
strengths and weaknesses
01 - 10 - 08
Wednesday Study of concept at individual level using books, through internet or people
03 - 10 - 08
Thursday Our team members went into our library. There we discussed our topic
and which type of company we should choose for survey
03 - 10 - 08 Friday
Listed out possible questions
04 - 10 - 08
Saturday Finalized the questions
06 - 10 - 08
Monday Delegation of work
07 - 10 - 08
Tuesday
Contacted Mr. SANTOSH UPADHYAY , H.R. - Manager, BIG BAZZAR, relating to s urvey, got permission for survey.
On reaching BIG BAZZAR, told that as Mr. INDAVAR JHA, Store manager, BIG BAZZAR is out of station and in his absence no such kind of decisions can
be taken.
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3. Research methodology
08-10-08
Wednesday
We decided to visit another organization, namely, MAX NEW YORK LIFE after getting the message that Mr. INDAVAR JHA, Store manager, BIG BAZZAR is out for next one more week from BIG BAZZAR officials.
09-10-08
Thursday
We went to MAX NEW YORK LIFE INSURANCE and took appointment With Mr. VIMAL PATEL ( BRANCH MANAGER ) regarding permission for survey. As he Was out on some official work called him and took appointment with him. He called us on 11-10-08 (Saturday).
10-10-08 Friday
Discussed QUESSIONNAIRE
11-10-08 Saturday
As Mr. VIMAL PATEL ( BRANCH MANAGER ), MAX NEW YORK LIFE INSURANCE and meet BRANCH MANAGER was busy so called us on 13-10-08(Monday).
13-10-08 Monday
Briefed Mr. VIMAL PATEL ( BRANCH MANAGER ), MAX NEW YORK LIFE INSURANCE about the project.
14-10-08 Tuesday
Met with officials of MAX NEW YORK LIFE INSURANCE regarding questionnaire
15-10-08 Wednesday
Met with officials of MAX NEW YORK LIFE INSURANCE regarding questionnaire
16-10-08 Thursday To 20-10-08 Monday
Met with officials of MAX NEW YORK LIFE INSURANCE regarding questionnaire
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3. Research methodology
21-10-08 Tuesday To 24-10-08 Friday
1st internal exam
25-10-08 Saturday To 03-11-08 Monday
Diwali holidays at MAX NEW YORK LIFE INSURANCE
04-11-08 Tuesday
Met with officials of MAX NEW YORK LIFE INSURANCE regarding questionnaire
05-11-08 Wednesday
Met with officials of MAX NEW YORK LIFE INSURANCE regarding questionnaire
10-11-08 Monday
Analysis of result
11-11-08 Tuesday To 16-11-08
Report preparation
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4. Data presentation analysis
1. Does appearance of a person affects the
communication process?
100%
Effect of appearance on communication
Yes
No
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4. Data presentation analysis
2. Is feed back an important factor as far as
communication is concerned?
100%
Is feedback required?
Yes
No
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4. Data presentation analysis
3. Does communication process differ from seniors to
subordinates (downward) than from subordinate to seniors
(upward)?
50%50%
Downward communication different from upward communication
YesNo
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4. Data presentation analysis
3. Communication skills improve with which of the
following?
50%50%
Downward communication different from upward communication
YesNo
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4. Data presentation analysis
4. Communication skills improve with which of the
following?
10%
90%
Communication skills improves with
EducationLearning through experienceboth
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4. Data presentation analysis
5. Do communication skills of superiors’ effects level of
motivation of subordinates?
Result: Everybody accepted that communication skills of
superiors motivates, fills in energy to do work with more
enthusiasm with mental stability.
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4. Data presentation analysis
6. Can Communication skills of a person be used for
changing another person’s attitude and behavior?
90%
10%
Effect of communication skills to change at-titude and behaviour of other person
YesNo
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4. Data presentation analysis
7. If yes, then to what extent?
Result: About 90 % people accepted that attitude of
another person can be changed and to maximum 75%
extent. People voted for 50 % – 75% option which says
remaining 25% is still uncovered as other party keeps the
original fact in mind.
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4. Data presentation analysis
8. Communication is a combination of verbal (words) and
non verbal (symbol, gesture, body language), according to
you what emphasis you more?
20%
10%
70%
Emphasizing factor in communication process
VerbalNon-verbalCombination of both
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4. Data presentation analysis
9. Which type of communication process you follow
often?
20%
50%
30%
Type of communication method used
WrittenOralDepends on cadre
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4. Data presentation analysis
10. While dealing with customers, which of the following factors
is most important?
Result: Everybody accepted that eye contact is most important
factor which should be taken into account/aware of while talking
to one else. Next comes tone of voice followed by expressions.
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4. Data presentation analysis
11. Which among following channels of written
communication you use most?
50%50%
often used mode of communication
Letter
Report
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4. Data presentation analysis
12. Which of the following factors affects you most while
communicating?
Factor affecting most
NoiseLanguage barrierSocio-psychologicalEmotional
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4. Data presentation analysis
13. As noise the prime barrier to communication process, which
among the following you use mostly to nullify the effect from the
process of communication?
Result: The most voted option feeling is considered to be the most
opted option to nullify the effects of barrier from communication
process. Next comes experience followed by knowledge.
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4. Data presentation analysis
14. To maintain relationship with customer which is to
be taken care of most?
40%
60%
Contribution of following to maintain rela-tionship
Communication skillsServices to customersBoth
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4. Data presentation analysis
15. Because of some reasons, customer is unhappy with
the organization. Can Communication skills improve
relationship?
100%
Effect of communication skills to improve re-lationship with customer
YesNo
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4. Data presentation analysis
16. If yes, then to what extent?
Result: It is found that relationship can be mended after a
downfall season to maximum of 50% because people keep
in mind the past.
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4. Data presentation analysis
17. Is listening to people an important factor?
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Importance of listening
YesNo
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4. Data presentation analysis
18. If yes, how often you listen to others?
Result: Everybody accepted that listening to other is very
important aspect of communication process and welcome the
concept.
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4. Data presentation analysis
19. Customers are more influenced by
Result: 1st – Services they get 2nd – Communication skills
It becomes extremely important to serve people with better offer than just making hollow statements.
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4. Data presentation analysis
20. While dealing with customer which type of tone you
prefer?
FRIENDLY: Society being
matured pros and cons of things are
well
understood by people; the best way
to deal
with people is through friendly
touch
which makes them in ease and leave
space
for comfort while talking.
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4. Data presentation analysis
21. Which problems you face often (barrier)/ hinders while
communicating?
Result: Noise being the umber one enemy of communication process in theory
but people have chosen SOCIO-PSYCHOLOGICAL barrier as bitterest of all other
barriers.
Example set by one of the participant while surveying was – ‘One of the two
colleagues get promoted changes relationship between former colleague and
results in communication barrier’. Other most listed barriers are
Language barrier : B, Λ ش ,
Conti……
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4. Data presentation analysis
21. Which problems you face often (barrier)/ hinders
while communicating?
Result: Emotional touch
People with attitude
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5. Conclusion
* India is of high context culture country
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5. Conclusion
* India is of high context culture country
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5. Conclusion
* Body language is a strong factor
Movements of hands, eye contact are prominent in above photographs.
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5. Conclusion
* Services to customers is voted the most important and so Mr. VIMAL PATEL
(BRANCH MANAGER), MAX NEW YORK LIFE INSURANCE cooperated with us in
spite of having busy schedule
* Oral communication is preferred over written as it more personal and
sender has chance to correct (if required) things in not more time
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5. Conclusion
* Communication mode depends on cadre as shown below
Mr. VIMAL PATEL (BRANCH MANAGER), MAX NEW YORK LIFE INSURANCE
Communicate more through written mode
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5. Conclusion
* Communication mode depends on cadre as shown below
Colleagues
communicating
through oral means
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5. Conclusion
Communication is like deep ocean which
covers unexplored part in explored part also
