Business Communication

Name: Komarapuri Ramesh Babu

Ref.: EPG41/DEC20/1039(J)

Max Marks: 40
1. Write a brief report on the communication process in your organisation. You
can start with defining the role of business communication in your
organisation. Also write about the role of Kinesthetics in bringing
effectiveness in communication in your organisation."
Answer:
Communication is an inherent need present in us through which we convey to the other
person what we want from them and/or the interaction. Communication is not just about the
language. The words are only instruments, which help in carving out the perfect message.
Effective communicators are creative and flexible in the way they communicate. This
flexibility helps them and adapt to the situation and mould the communication to achieve the
objective.

Types of Communication:
Communication can be broadly divided into two types as written below
 Verbal Communication
 Non-Verbal Communication
Verbal Communication:
Verbal communication refers to the use of words communication purposes. It compromises
both oral and written communication. Written communication channel includes executive
moms, letters, company newsletters, emails, webpages, bulletin board postings, manuals, and
reports. Oral communication channel refers to telephonic conversations, Face to Face
meetings, speeches and presentations, video conferences etc.

A common misconception held by many is that verbal communication is less

ambiguous than nonverbal communication. This, however, is not the case. Words often have
more than one meaning ascribed to them. Hence, they have different meanings in different
contexts.

Verbal Communication basically centers on the following:

 Familiar versus unfamiliar words
 Long versus short words
 Connotative versus denotative words
 Politically incorrect language
 The lexiconic life cycle
 Word whiskers

Non-Verbal Communication:
Everything communicates. Even when we are not communicating, we are still
communicating.
Non-verbal communication typically refers to hand and body movements, gestures,
facial expressions, physical appearance, artifacts, space, etc. In other words, non-verbal
communication refers to the behavioural aspect of communication, both intentional and
unintentional. Hence, non-verbal communication is also regarded as communication devoid
of words.
We know that communication is a sum total of both verbal and non-verbal elements.
But the obvious question is, how much is communicated, verbally and non-verbally.
Even the legal system acknowledges the importance of non-verbal commination. The
jurors in US courts, for instance, are instructed to pay close attention to not only what the
witness says on the stand but also how the witness looks, acts, sounds, and behaves.
Non-verbal communication broadly comprises the following six components:
 Kinesthetics
 Proxemics
 Paralanguage
 Haptics
 Chronemics
 Artifacts
 Physically Appearance
The role of business communication in my organisation:
In every organization business communication plays an important role. Human Beings, who
are the most evolved in the animal kingdom, communicate through a complex array of words,
sounds, and gestures, which are forever evolving. These codes are so complex that
communication has been segmented into several branches of study. While one need not
master each and every branch, it is important to understand the basic rules of communication
as applicable to the business world. Once you grasp basic tenets of ‘Business
Communication’ it will help us to become an effective communicator at the workplace. In
other words, as an effective communicator, you will be able to apply this knowledge, to
effectively code your intended message and to accurately interpret the received message in
order to build rapport and effective relationships at the workplace.

In my organization business communication happens in differ kind of modes:

 Emails
 Calls
 Reports
 Texting in Skype and Microsoft Teams
 Meetings (Face to face and Online)
 Presentations (Slides and News Letters)
 Portals
 Memos
Business Communication flow in my organization:
In my organization business communication flow happens 5 ways:
 Upward flow of Communication
 Downward flow of Communication
 Horizontal/Lateral flow of Communication
 Diagonal flow of Communication
 External flow of Communication

Upward flow of Communication:

The communication flow which happens form lower level to higher level in an organization
is known as upward communication.
It gives the feedback of an organization how well it is progressing and functioning.
Here team members or subordinates use this upward communication to tell their issues and
problems to respective managers and Team Leads. So that they can act accordingly to resolve
their issues

Upward communication outcome depends on downward communication means manager has

to clearly explain the work how it can be done and in the same way subordinate also has to
explain the outcome. In upward communication managers will get to know the level of job
satisfaction of the subordinate so that managers can act accordingly to resolve their issues

Downward flow of Communication:

The communication flow which happens form higher level to lower level in an organization
is called downward communication. In other words, communication from managers/bosses to
team mates/subordinates in a chain of command is known as downward communication. This
flow of communication is used by the bosses to assign the work to his/her team mates which
has to be done.

Downward communication will be used by bosses/leads to perform the below actions:

 To explain the roles and responsibilities of the subordinates
 To assign the task or work to subordinates
 To check the work status/updates
 To provide the feedback on team mates performance
 Regarding completion of priority things
 If manager need some help from subordinates

Horizontal flow of Communication:

This communication is also has another name that is Lateral communication. The
communication flow which happens with same levels of resources in an organization is called
horizontal communication, i.e., communication between subordinates, between bosses at
same levels or between any horizontally equivalent organizational people.

Below are the advantages of lateral communication:

 It’s an effort and time saving.
 It simplifies the sharing of the task and information
 It simplifies understandings among team members
 It gives emotional and social assistance to the peers.
 It allows in solving different organizational issues.
 It can also be used for resolving issues of a department with other department or
issues in the same department.

Diagonal flow of Communication:

The communication flow which happens between a mangers and team mates of other
department is called Diagonal communication. It will come into the picture when manger or
subordinates need to coordinate with other department members for some data like training
data from Learning and Development team or the list of newly hired employees from HR
team.

External flow of Communication:

The communication flow which happens between a manger and external people like clients,
stake holders, banks, vendors, financial institutes etc. is called External communication. If
accounts department need some money then they will communicate with bank which is
external source.

In my organization business communication contains:

General Communication starts with :( Sender)
 First thing is to decide what you have to communicate with the immediate Manger or
Clients.
 Sharing any difficulties in the handled CRM Software or other data
 Communicating the changes in the product or services
 General communications like work culture, Team behaviour, Basic parameters to be
adhered
 Communicating the necessary changes in the infrastructure within the regulatory
announcements.
 Also need to check whether action is taken against the communication.
Identifying who is expected to receive the communication: (Receiver)
 Leadership Team
 Employees
 Third party Vendors
 Virtual meetings
 Town hall gathering
 Mails
 Pamphlets and flyers

Need to ensure the communication sent to the other party has understood what you have
communicated and aims at effective results.

Organization communication helps us in:

 Accomplish my tasks relating to specific roles and responsibilities of sales, services,
and production
 Acclimate to changes through individual and organizational creativity and adaptation

 Complete tasks through the maintenance of policy, procedures, or regulations that

support daily and continuous operations.

Kinesthetics is a learning style in which learning takes place by the students carrying out
physical activities, rather than listening to a lecture or watching demonstrations.

Role of Kinesthetics in bringing effectiveness in communication in your

organisation:
Kinesthetics plays an important and effective role in communication in an organization.
Kinesthetics means body language and our body speaks before we speak. Based on the
premise that actions speak louder than words, body language is an integral component of
effective communication. Body language comprises facial expressions, postures, gestures,
hand movements, eye contact, head tilt, head nod and other intended/unintended bodily
actions. The study of these body movements is formally called as kinesthetics.

Kinesthetics helps us a lot in our organization in client visits i.e., clients will come from
different countries to visits the offices. When client is speaking something different language
which we may not understand but we can somehow understand the content by observing his
body movements.

Kinesthetics will also help us in distance communication which means when we have to say
something to the person whom we can see but cannot speak with him/her in that situation we
can use hand movements to tell our intentions to the receiver.

The body is a powerful tool of communication, which overcomes the limitation of language
and speech. Therefore, even if two people speak different languages, they can still
communicate using their bodies. In fact, people who are speech impaired simply
communicate with their bodies with sign language.

2. As a customer service manager write a letter responding to a customer

complaint regarding poor customer service in the Big Bazaar Super Center in
M.G.Road.

Answer:
The Customer Service Manager
Big Bazaar Super Center
M.G. Road
Bangalore - 560001

4th Feb 2021

To,
Mr. Chandra
TVS Estates
Bangalore
Dear Customer,

Subject: Response to a customer complaint regarding poor customer service

Thank you for your letter and brought down to our notice the problem you
encountered at Big Bazaar Super Center‌regarding poor customer services. First of all,
I would like to personally apologize for the inconvenience caused to you. I have taken
this issue very seriously and informed to higher management and they have decided to
give you an offer on your next visit to the Big Bazar.

Because of holiday season, so many customers are visiting so crowd was more and we
had hired new staff for better and quick services. We have resolved the issue and
advised him to take proper training that how to behave with customers and how to
serve to customers. Hope this is often acceptable and believe that you will be happy to
be our valued customer and permit us to supply the most effective service on your
future visit.

Thank for your patience and hope to see you soon.

Regards,
Ramesh Babu
Customer Services Manager
3. Many new recruits are joining your company, which is on an expansion path.
This growth means that several officials have to travel to introduce the
company to the new batch of employees. You feel that a video about the
company would do the job. Write a letter to your manager about the
advantages and disadvantages of using a video to showcase the company to
the new employees and how it can help reduce the cost.

Date: 2 nd Feb 2021

Bangalore

Dear Sir,

Sub: Pros and Cons of using a video to showcase the company to the new
employees and how it can help reduce the cost.

It is thrilling to cherish that we are on an expansion path and hired the brand
new resource. We can increase the company growth by utilizing the new hired
resource. There is a discussion happening related to the higher officials who
are going to visit the company to give an induction programme to the newly
recruited employees regarding our company policies, culture and values. But,
induction programme will happen at different locations. So we have to think
about the time, traveling cost and expenses of the higher officials.

I would wish to allow you to know that I have come up with an idea which

might be good enough to save lot of your most valuable time.

I would like to tell you that instead of consuming the time and effort of
officials by travelling, we can arrange a video conference describing about the
company policies, culture and values that helps their induction programme and
it would be an alternative idea.

Here I understand that if we follow my video conference suggestion then it will

be like one way communication and new resource cannot raise their doubts and
they will not express the interest to see the campus and the atmosphere.
Moreover employees might not get a clarity on the policies and work culture.
But in this video conference idea we have more advantages than disadvantages.

Please think about my suggestion and let me know if we can go ahead with it.
 Best Regards,
Ramesh Babu
Onboarding Team

4. There has been a lot of negative news floating around in the media about your
company. When you contact the PR team, it blames the marketing
department, mentioning that the latter does not pass on information in time.
The marketing department says it lacks the time and resources to be more
proactive. In addition, employees are using every possible avenue to write
blogs, bringing disrepute to the company. What are the corrective measures
that you will take?

Answer:

Effective and efficient communication builds trust between departments within

the organization. When departments trust one another to deliver accurate
information, this eliminates the additional truth checking step which will
hamper productivity.

Effective inter departmental communication keeps information moving. Teams

always shares their data with other teams so everyone can do their work
perfectly without any further changes or updations.

In the above case, we need to find out what is lacking between the various
departments:

• Identification of problem between PR team and marketing team:

Communication need to be flown in all the respective departments in order
to be accountable. The respective team managers need to take the
responsibility about the situations and take corrective measures to solve the
issues without hurting anybody’s emotions and they make sure that this
kind of problems should not come up in the future.

• The resource need to be managed strategically in order to be productive.

Optimum utilization of resources in the right place by the right department
is very much necessary to get the effective results or outcomes.

• All the department points need to be considered for the final decision. All
the discussions need to be documented for future analysis and for better
conductment.
• Both the PR team and the Marketing team need to be given an equal
chance to keep their point of view while reviewing the process and make
sure that both the teams are on the page to avoid misconception.