Business Communication Assignment

1. Write a brief report on the communication process in your organization. You can start with
defining the role of business communication in your organization. Also write about the role of
Kinesthetics in bringing effectiveness in communication in your organization.

Answer: Business Communication:

Communication is the exchange of information and feelings in which human beings engage
whenever they come together. As social beings, human have a need to communicate their ideas and
emotions, just like eating, sleeping and breathing. Communication is something everyone does
irrespective to age, social status, academic achievement or financial standing.
Communication is a complex process of verbally and non-verbally sharing your knowledge and
interests, opinions, feelings and ideas with any other person or group of persons.

Business communication is that the process of sharing information between people within and out
of doors a corporation. Effective business communication is how employees and management
interact to succeed in organizational goals. Its purpose is to improve organizational practices and
reduce errors.

Business Communication Process in my Organization:

Communications is a continuous process which mainly involves sender, receiver message, noise,
feedback, encoding and decoding.

1
Sender - The sender, one of the basic elements may be a person or a group of persons who initiates
the process and works as the source. The sender feels the need to convey the information or
present an idea. after analyzing the audience and keeping in mind the desired objective, the sender
plans the message.

Encoding - The process of encoding involves planning the message by giving shape of ideas. The
responsibility of deciding the medium, selecting the channel and transmitting it to the receiver at
the appropriate time lies with the sender.

Message - Message is a properly designed and developed piece of information which needs to be
communicated to the receiver. In order to make the message effective, a properly structured
message keeping in mind the perceived needs of the receiver is prepared.

Receiver - After receiving the message, the receiver interprets the message and tries to get the
intended meaning as far as possible.

Decoding- The process of decoding the message involves understanding the tone and attitude of the
sender, which is reflected through choice of words, construction of sentences and delivery style.
Factors, such as culture, gender, beliefs, attitude, values and experience come into play while the
receiver assigns meaning to the message.

Feedback- The receiver's perception of the message produces a response that is called feedback.
The feedback may be verbal or non verbal or both. The feedback provides the sender the
opportunity to understand the success of the intended communication. It also enables sender, to
find out gaps and improvements requirements required and redesign the next message.

Type of communication in my organization:

In my organization communication is broadly classified into to category internal and external.

Internal communication is further divided into formal and informal. Formal communication is
subdivided into vertical and horizontal communication. The main forms of informal communication
are grapevine and social network.

1. Formal Communication

Formal Communication is generally associated with the flow of information across the organization's
chain of command. It included all the instances where communication has to occur in a set of formal
format. E.g. official conferences, meetings and written memos and corporate letters. Formal
communication is straightforward and precise and follows the official pattern.

 Vertical communication occurs between hierarchically positioned persons and can involve
both downward and upward communication flows. In my organization, managers and team
leaders work as the link between leadership and junior levels.
 Horizontal communication involves communication among persons who do not stand in
hierarchal relation to one another. It takes place when information flows laterally between
peers, or those in equal positions.

2
 2. Informal Communication

Informal Communication includes instances of free, informal interaction between people who shares a
professional rapport with each other. Informal communication in my organization happens when two
people to have the same wavelength and emotional bonding. The people in the groups have something
in common that links them together. This type of communication is generally beyond the boundaries of
time, place or even subject matter.

Role of business communication in your organization:

Information Dissemination

Communication is instrumental in the process of imparting knowledge since it helps various groups
interact with each other. In my organization, power is getting decentralized and with this there is an
increase in exchange of information at all levels. Various formal and non formal channels are
important communication tools for information dissemination.

Employee Engagement

Communication is also a basic tool for motivation and improving morale. In my organization, when
workers feel motivated and engaged, they work wiling and often without supervision. Constant
interaction between manager and employees on organizational vision, alignment and
implementation of that vision is important for better performance and increased motivation of
people. This can be done formally by preparing a written statement, clearly outlining the
relationship between company objectives and personal objectives and integrating the interest of the
two and also informally in several face to face meetings and discussions between senior leadership
and employees.

Increase in Productivity

Effective Communication helps maintain good human relations in the organization and by
encouraging ideas or suggestions from employees or workers and implementing them whenever
possible, an increase in production at low at low cost is also possible.

Building Relationships

Communication facilitates dialogue, exchange of ideas as well as expression of human emotions

between people. Thus, it helps to build and maintain relationships.

Role of Kinesthetic in bringing effectiveness in communication in my organization

The Kinesthetic may be a visual communication an off-the-cuff way of communication. Activities

take place through the physical process of reading, listening, and speaking. Cooperative activities
like teamwork are often used as an efficient strategy in terms of organization of business during a
company. The use of appropriate body postures and position is extremely powerful in conveying the
meaning from a distance. This may include the tone of the voice, facial expressions, and eye and
hand movements also.

3
 3. 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.

The Customer Service Manager

Big Bazaar Super Center
M.G. Road, Bangalore

To,
Ms. Neha
ABC Apartments
Bangalore
2 February 2021

Subject: Response for the customer care complaint.

I am Shweta – Customer Service Manager, Big Bazar. I’m sorry you had such an unpleasant encounter
with one of our associates on 31st January regarding the poor service at Big Bazar, M.G. Road Bangalore.
Our motto is to make our customers shopping experience easy and enjoyable. We hold our stores to a
really high standard and with greater values but in this case, we clearly fell short.

I’ve forwarded your complaint to the Bangalore store management team also to our corporate customer
experience team. We will do everything to make sure this doesn’t happen again. We’d also like to make
it up to you by offering a 10% discount on your next purchase in store or online. Here’s a link to the
coupon code [bb10].

Once again, Neha, I apologize for our failure to serve you well. Thanks so much for letting us know about
the incident as this will help us to sever our customers in better way. Your feedback is valuable to us as
we don’t want to lose such valuable customer like you.

Thank you for your patience and hope to see you soon.

Regards,
Shweta
Manager- Customer Relations

4. 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.

4
 Date- 13 February

Hyderabad

Hello Anika,

Subject: Pros-and Cons of virtual induction for new employees

This is in context with new employees joining our company. As our company is expanding we might
need to adapt unique ideas to welcome our new joiners. Keeping this in mind I have an idea – how
about a video presentation about our company? We can leverage this to get the best output. This
video will be a good start for new joiners to get acquainted with the policies and processes about
our company. This Virtual induction through video can help the new joiners understand our
company’s history, work ethics and culture. I am positive that this kind of Induction will be quite
interesting, happening, new and engaging for new joiners rather than the usual in person one.

This virtual video induction will be cost effective and also help in saving time of our instructors. This
video induction will be one time effort for us as this will open up the way for the future new joiners.
As a result our instructors can be more productive as they can utilize their travel time in doing some
other tasks. This will help the instructor to connect with the new joiners whenever they need even
after induction. I also know we might not able to connect with new joiners at emotional level.
However, we would still be able to manage making the new joiners comfortable by conducting some
team building activities later.

Please let me know your thoughts on above idea. We can hop on call and discuss this in more
details.

Thanks,

Shweta Rawat

HR Talent Acquisition

5. 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?

To manage this situation effectively one must be a skilled communicator and required effective
communication between the departments. That includes creating an open communication environment
in one unit by encouraging employees to talk about work issues. Listening to employee concerns will

5
foster an open environment. I will make sure I really understand what each department is saying by
asking questions and focusing on their perception of the problem.
 
Here are some corrective steps I will take for inter departmental conflicts.
 
Acknowledge that a difficult situation exists- Honesty and clear communication play a crucial role
within the resolution process. I will try to collect as much information for the inter departmental
conflict. I will acquaint myself with what's happening and will be open about the problem.
 
Let individuals express their feelings- Some feelings of anger and/or hurt usually accompany conflict
situations. I will make sure before solving problem; these emotions should be expressed and
acknowledged. I will listen each department part of the story.
 
Define the problem- What is the stated problem? What is the negative impact on the work or
relationships? Is differing personality styles part of the problem? Meet with employees separately
initially and question them about things.
 
Determine underlying need- The goal of conflict resolution isn't to make a decision which person is true
or wrong; the goal is to succeed in an answer that everybody can accept . Looking first for needs, instead
of solutions, will be a powerful tool for generating win/win options. To discover needs, I will attempt to
determine why people want the solutions they initially proposed. Once you understand the benefits
their solutions have for them, you've discovered their needs.
 
Find common areas of agreement, no matter how small:
 Agree on the problem
 Agree on the procedure to follow
 Agree on worst fears
 Agree on some small change to give an experience of success
 
Find solutions to satisfy needs:
 Problem-solve by generating multiple alternatives
 Determine which actions will be taken
 I will make sure involved parties buy into actions. (Total silence may be a sign of passive
resistance.) Be sure I will get real agreement from everyone.
 
Follow up- I will take follow up to monitor actions. I will schedule a follow-up meeting in about two
weeks to determine how both the departments are doing.