Mcom Report Kapil

8/4/2019 Mcom Report Kapil

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A STUDY OF

BUSINESS COMMUNICATION

AT ERICSSON INDIA LTD.GURGAON

Submitted to:Dr. Anita Tripathy Lal

Professor, Fore School Of

Management.

Submitted By:KAPIL GOYAL

FORE School Of Management201057

Date: September 12, 2011


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Acknowledgement

I am indebted to Dr. Anita Tripathy Lal , my project guide who has providedher valuable help in reviewing the project at various stages and providing

her constructive comments regularly.

I am also thankful to Mr. Vikas Kanwar (Specialist CD-core) for his full

support in providing the relevant data whenever required and for giving his

precious time.

Also I would like to thank all the people, who in some way or the other,

contribute towards and provided the moral and motivational support to

complete this project on time.

Kapil Goyal

FMG 20 A

201057


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EXECUTIVE SUMMARY


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TABLE OF CONTENTS

S.NO. TOPIC PAGE NO.

1. INTRODUCTION

1.1 Relevance and significance of the study--------------------------------9

1.2 Literature Review-------------------------------------------------------------10-11

1.3 Purpose of the study ---------------------------------------------------------12

1.4 Objectives of the study-------------------------------------------------------12

1.5 Brief outline of the chapters-------------------------------------------------13

2. METHODOLOGY

2.1 Universe of the study-------------------------------------------------------15-16

2.2 Locale of the study----------------------------------------------------------16

2.3 Sample size--------------------------------------------------------------------17-18

2.4 Data Collection---------------------------------------------------------------192.5 Data analysis------------------------------------------------------------------19

2.6 Field Experience--------------------------------------------------------------19

3. ANALYSIS

3.1Introduction ----------------------------------------------------------------20-213.2Internal communication in the organization -------------------------213.3 Importance of internal communication--------------------------------21

3.4 Ways of internal Communication ------------------------------------21-24

3.5 Barriers of internal communication-------------------------------------25-26


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4. ANALYSIS II

4.1 Introduction------------------------------------------------------------------------------27-28

4.2 Types of External Communication---------------------------------------------------28

4.3 Forms of External Communication---------------------------------------------------29

5. CONCLUSION AND SUGGESTIONS

5.1Major findings of the study------------------------------------------------------315.2Suggestions based on findings--------------------------------------------------32-335.3 Limitations of the study---------------------------------------------------------33

5.4 Further scope of the study ------------------------------------------------------34

5.5 Conclusion -------------------------------------------------------------------------34

6. REFERENCES-----------------------------------------------------------------35-36

7. BIBLIOGRAPHY-------------------------------------------------------------37-38


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TABLE OF TABLES

S. No. Name of the Table

Table

No.

Chapter

No.

1 Profile of Organization 2.1 2

2 Profile of Respondent 2.2 2

3 Methods of employee recruitment 3.1 3

4 Process of employee recruitment 3.2 3

5 Training program for employees 3.3 3

6 Channels of Communication 3.4 3

7 Frequency of Meetings 3.5 3

9 Forms of External Communication 4.1 4

12 Forms of Written Personal Communication 4.2 4


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Chapter 1

BUSINESS COMMUNICATION

Communication is neither transmission of message nor message itself. It is the mutual

exchange of understanding, originating with the receiver. Communication needs to be

effective in business. Communication is essence of management. The basic functions ofmanagement (Planning, Organizing, Staffing, Directing and Controlling) cannot be

performed well without effective communication. Business communication involves

constant flow of information. Feedback is integral part of business communication.Organizations these days are very 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 organization. Immediate feedbackcan 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). Itis 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 buildinggoodwill of an organization.

Business Communication can be of two types: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 wouldbeGrapevine.

Written Communication - Written means of business communication includes - agenda,

reports, manuals etc.


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1.1 Relevance and significance of the study

In business, reputation and credibility need to be built up in order to get clients trust and

confidence. Having a sense of professionalism will bring a lot to the business, especiallyin a long term relationship with employees and clients. There is a need to make sure that

every business deal is attended to promptly. Business communication encompasses not

only communicating with external contacts but also with employees within theorganization. This will aid the business in being well-organized and every matter whether

it is a problem, an inquiry or a sales letter will be attended to properly and promptly.

It does not mean that only a clients inquiry should be responded promptly but alsofeedbacks or problems arising inside and outside the business as well. This is done to

have a balance within the internal and external factors, especially in relation to

dealing with people, whether they are employees or other external contacts. It is veryimportant that when engaging into whatever type of business communication every

person in the business organization from the top to lower rank should know the basic

concepts of business communication, and how to apply them in the daily operation ofthe business.

Take note that a little mistake in giving out the information because of wrongfullyconveying the message in any ways can cause damage to the business and worse can cost

millions to the company.

A business cannot afford to lose money due to a mistake. As much as possible,precautions should be undertaken to avoid such losing of money due to things likeimproperly conveying the message. It is advisable that when a person in the business

organization is communicating either through a co-employee or a client, knowing

what needs to be done is the right ingredient in order to communicate effectively.

In a nutshell business communication improves:

Organizational environment

Management-employee relations The external and internal communication network Functionalisation The complexity of business activities Globalization and the language problem Participation and delegation


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1.2 Literature Review Pettinger, 2000: Vecchio, Hearn and Southey, 1994). A seminal component of the functioning of organizations is organizational

communication. Communication drives relationships and frames behaviors of

people in the workplace and is a significant factor in the effectiveness of

organizations

Aggestam, Maria; Lund U.; [email protected], James; FairfieldU.; [email protected]

Languaging is found to be an important factor underrepresented in traditionalconflict-building paradigms in management science. Confrontational language inparticular appears strongly associated with confrontation as a type of individual

and group behavior. Confrontation is characterized by the simultaneous low

concern for the interests of others with a heightened concern for self-interests.Reflecting recent research in embeddedness, the case analysis also attempted to

understand confrontation as social action contingent on and embedded

cognitively, culturally, politically and structurally in community and inter-

organization relations.(Buchanan, Claydon& Doyle, 1999).

The difficulty of communicating during organizational change has intensifiedwith the prevalence of continuously changing organizations.(Eisenberg, Andrews,

Murphy, &Laine-Timmerman, 1999; Lewis &Seibold, 1996) Hall(2002,p.165) proposes that effective communication should consist of

accurate information with the appropriate emotional overtones to all members

who need the communication content.This assumes neither too much nor too littleinformation is in the system and that it is clear from the outset who can utilize

what is available.

It is broadly recognized that effective communication also results in a number ofpositive outcomes for managers. These include increased productivity, reducedabsenteeism, and greater commitment to organizational goals (Clampitt and

Downs, 1993; Pincus, 1986).

In turn, communication practices that succeed in maintaining an informed andempowered workforce offer many benefits to staff such as improved morale and

better working relationships (Brooks, Callicoat& Siegerdt,1979,p.134).

Likert(1967,p.29) described communication satisfaction as an interveningvariable of job satisfaction, influenced by causal variables such as leadershipstrategies, organizational structure and climate.
mailto:[email protected]:[email protected]:[email protected]:[email protected]


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Subsequent studies have also reported that communication satisfaction plays animportant role in overall job satisfaction (Carriere& Bourque, 2009;Pettit, Goris&

Vaught,1997;Trombetta & Rogers,1989;Walther, 1988).

Subsequently, studies have also reported that job satisfaction and performance isdirectly associated with communication satisfaction (Carriere and Bourque, 2009;

Petit, Goris& Vaught, 1997).

It is also recognised that effective communication results in positive outcomes inan organization. This includes productivity, reduced absenteeism and huge

retention rate jump (CLAMPITT & DOWNS, 1993; Pincus, 1986). Hence we seethat different scholars have acknowledged the importance and role of effective

business communication.


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1.3 PURPOSE OF THE STUDY

Based on the literature reviews of the books ,journals and magazines, it has been

highlighted that not many studies have been conducted at Ericsson India Ltd.. This report

deals with the nuances of business communication and the role it plays in enhancing a

business within and outside an organization. The purpose is to make the role ofcommunication in a business environment more specific. It is intended to review how

communication takes place in an organization, how effective communication plays animportant role in the organization and to know how can business communication can be

more effective.

The types of business communication and the ways we can make it effective. The

objective this report drives out is regarding the importance of business communication

and with the era of globalization and cross cultural work environment communicationrather effective communication plays a significant role.

1.4 OBJECTIVES OF THE STUDY

On the basis of the study and reviewed literature, following objectives have been listed

below:

1. To understand the internal communication process at Ericsson India Ltd.2. To analyze the various forms of external communication.3. To evaluate and asses the effectiveness of communication at Ericsson

India Ltd. and to come out with viable solutions.

4. To analyze various aspects of business communication at Ericsson IndiaLtd.The objective of the report is to answer the questions posed often by the organization.The objective will be attained if all the questions are answered efficiently and

satisfactorily by the reader. The bigger objective will be attained when all the

organization fulfils the implementation of effective business communication across thefirm. The report looks at various facets of Communication. It points out the areas it

affects and the ways we can improve it. It also summarizes the importance of

Communication in improving business as a whole and providing all facets it impacts in

todays modern business environment. The probable questions are:

1. What are various types of Communication?2. Importance of Communication on business communication?3. To find out what are various aspects of Business Communication at Ericsson

India Ltd.4. What is the importance of effective Business Communication at Ericsson India

Ltd.


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Chapter 2

Methodology

In the 1st

chapter a brief overview about business communication was given.The

methodology chapter will deal with the universe of the study initially.Then we willnarrow down the study to the locale and the sample of the study.In the end various

methods of data collection and data analysis will be discussed.

2.1 Universe of the Study

There are several large telecom companies around the world .Some of them are:

1. Ericsson2. Nokia Siemens3. ZTE4. Korean Telecom5. HUWAEI6. SSTL7. Bharti Telecom8. Reliance Telecom9. Vodafone

In todays scenario Telcom companies are present in every part of world.Telecom

industry is an integral part of nearly every major global industry.The Telecom industry

has become one of the most robust industries in the world. Telecom is the industry which

has changed the economic facet, has an increased productivity, particularly in all first,

second and third world countries, therefore is a key driver of global economic growth.

Economies of scale and insatiable demand from both consumers and enterprises

characterize this rapidly growing sector.Telecom industry include everything from setting

and designing the systems, to the maintaining the network and optimising the

KPIs.Implementation, study and development of Telecom and management systems.
http://en.wikipedia.org/wiki/Accenturehttp://en.wikipedia.org/wiki/Accenture


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Owing to its easy accessibility and the wide range of products

available for network optimisation, the demand for MS services has increased

substantially over the years. The Telecom has emerged as a major global source of both

growth and employment.In Telecom sector effective business communication is very

important and almost all the business is run on communication between the employees

and clients so a small mistake can cost heavily. Hence I have chosen Telecom Industry as

my area of interest for this topic.The business involvement extends from technology

research, through development of networks and applications, all the way to running and

evolving operations.

2.2 Locale of the studyI have chosen Ericsson, Gurgaon as my locale of study because it is one of the biggestTelecom Company in world. Ericsson is a global Managing Services, technology services

and optimizing company, as MS and Operations both are an integral part of it ,with more

than 223,000 people serving clients in more than 120 countries. Combining unparalleledexperience, comprehensive capabilities across all industries and business functions, and

extensive research on the worlds most successful companies, Ericsson collaborates with

clients to help them become high-performance businesses and governments regulations.

We can briefly describe the business fields of Ericsson.

Multimedia

Multimedia solutions make it simple for people to activate and use a variety of services,

with easy and instant control of spending. We deliver communication solutions such as

networking and collaboration services, with quick access to content and applications aswell as with charging and billing functions. We provide solutions for TV services to

devices such as TV sets, mobile phones and PCs. TV services are real-time or on-demand

and can include interactive services.

Global servicesEffectively managing large and complex projects and multi-vendor networks requires

experience and understanding. We combine robust local capabilities with global expertisein consulting, systems integration, network rollout, network operation and customer

support. This enables us to understand and respond to each customers unique cha llenges.

When operators outsource service activities to Ericsson, they can focus even more ontheir core business of attracting, serving and retaining customers.


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NetworksNetwork infrastructure provides the fundamentals for people to communicate. Increasingmobile data traffic and use of the internet creates demand for high- performing and cost-

efficient networks that deliver the best user experience. We were a driver in the

development of 2G and 3G technology. Now we are taking one step further with 4G/LTE

and the evolution towards all-IP. Our technology expertise, broad product portfolio andthe worlds largest installed base enable us to meet the network evolution needs of mobile

and fixed operators.

Sony Ericsson

Sony Ericsson offers exciting consumer experience through mobile phones, accessories,content and applications. For Ericsson, the joint venture provides a valuable link to the

consumer.

More than 40 percent of the worlds mobile traffic passes through network equipment

supplied by Ericsson

The networks they support for operators serve more than two billion subscribers The networks they manage for operators serve more than 750 million subscribers They have 27,000 granted patents, comprising one of the industrys strongest

portfolios

They have over 45,000 service professionals They have customers in more than 180 countries They have been in the telecoms market for 135 years

Being an MNC company with such a large workforce effective business communication

is very important for Ericsson.

2.3 Sample of the Study

I have selected a senior deployment operations manager Mr. Vikas Kanwar who isworking for Ericsson since 4 years and is a respected and senior employee with over 8

years of work experience. As there was a time constraint during the course of study so

convenient sampling was used.


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Table 2.1 Profile of the organization

NAME Ericsson India Ltd.

ADDRESS DLF Cyber city ,Sector-25 ,Gurgaon ,Haryana

TYPE OF ESTABLISHMENT PUBLIC LIMITED COMPANY

YEAR OF ESTABLISHMENT 1876

NATURE OF PRODUCTION PUBLIC RELATIONS COMPANY

NO. OF EMPLOYEES approx. 90,300 (December 31, 2010)

Table 2.2 Profile of the Respondent

NAME Vikas Kanwar

AGE 40

SOCIAL GROUP Upper Middle Class

EDUCATION B. Tech

OCCUPATION & POSITION Deployment Operations Manager

YEARS OF WORK EXPERIENCE 8

INCOME >10 Lacs per annum

MARITAL STATUS Married

NO. OF CHILDREN 3

NATIVE/MIGRANT Native


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2.4 Data CollectionTheprimary source for information on Business Communication was a senior employee

at Ericsson India Ltd. Mr.Vikas Kanwar (Deployments Operations Manager)and the

secondary source of information were some of the journals as well as magazines, Internetand books regarding effective business communication. Primary data has been collected

on the basis of a Interview Schedule as provided to us for the research.

Internal Communication

Respondent was asked to record the interpersonal communication contacts they initiated

or received within Ericsson. For the respondents convenience an Interview

Questionnaire was provided. Respondents were asked to record their innovation-related

communication concerning intervention strategies within the company.

External Communication

Respondent was asked to record or estimate the number of times they initiated or

received contacts with a member representing outside organizations about intervention

strategies. For respondents convenience an Interview Questionnaire was provided.

2.5 Data AnalysisUpon analysis of all the data collected from the employee and secondary data from other

sources we find thateffective business communication is very important aspect forEricsson and a lot of stress is given on this aspect for improvement of organisation as a

whole.The analysis has been done with the use of the tables.Data has been codified andbeing put in the tabulated form.The employees of the organization has been divided into

major three sections Junior , Middle and Senior .The other categorization of the

employess has been done on the basis of their area of specialization as

Finance,Marketing,IT and customer service.Based on the data analysis certainconclusions could be drawn which are explained in the concluding chapter.

2.6 Field ExperienceIt was a great experience for me to have an opportunity to do this Interview Schedule andinteract with a senior employee of a big MNC.However as Mr. Vikas Kanwar is a senior

employee at Ericsson India Ltd, his schedule was very hectic and meeting him was a very

tedious task . Since he is a very humble person he could spare some of his precious timefor filling up the interview schedule.


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Chapter 3

Internal Communication at

Ericsson India Ltd.

.

In the previous chapter we studied about the methodology which has been used in the

study.This chapter deals with various ways of internal communication at Ericsson India

Ltd.Certain methods have been used to determine the ways of communication such as

codified data and cross tabulated data.Also the barriers of communications are alsodiscussed in the chapter.

Introduction

In todays world of business, an organizations survival depends on employee

communication. When communication is ineffective, the organization suffers.

All communication is complex and multidimensional with plenty of room for conflict andmisunderstandings. Organizational communication is no different with organizational

issues often adding unique complications to the mix during the communication process.

For an organization to be successful, it must have employees capable of sending andreceiving information quickly, clearly, effectively, and error free. Mistakes caused by

miscommunication cost organizations thousands of dollars due to missed deadlines, lost

time, and wasted product.In order to have effective employee communication in the workplace, one must

understand organizational communication structure and how that communicationstructure facilitates internal communication. With a basic understanding of organizational

communication, one will be able to improve communication skills and recognize

communication problems that arise during employee communication in the workplace.


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Internal communication is a subset of effective business communication, which is built

around this simple foundation: communication is a dialogue, not a monologue. In

fact, communication is a dual listening process. So Internal Communication, in a

business context, is the dialogic process between employees and employer, and

employees and employees.

So many times that latter process is forgotten by strategists and PR professionals it

should always be remembered that communicationbetween employees is very often far

more powerful than any communication from employer to employee.

Whereas the top-down, employer-driven communication is great for setting a

communication agenda or discussion point, it is the peer-to-peer employee

communications that determine the tone of the response back to the employer. So, to sum

up, Internal Communication is the conversations that businesses have with thei r staff

and those staff has with each other.

Recruitment

Recruitment involves the utilization of organizational practices to influence the number

and types of individuals who are willing to apply for job vacancies . Recruitment can

focus on the internal labor market (i.e., pursuing staff already employed by theorganization) or the external labor market (i.e., pursuing applicants from outside the

organization). Internal candidates can be recruited through internal job postings, word-of-

mouth, or internship programs.


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Table 3.1

Methods of Recruiting

DIFFERENT LEVELS OF EXECUTIVES

METHODS OF

RECRUITING

MANAGEMENT

TRAINEES

JUNIOR

EXECUTIVES

1. Advertising innewspapers

No No

2. Outsource it tosearch

consultants

No Yes

3. Visitprofessional

institutes

Yes Yes

4. Ask employeesfor their

contacts

Yes No

It can be inferred from the table that the company primarily focus on the institutes for the

recruiting process while to recruit junior executives it use other means of communication.

Table 3.2

Process of Selection

Once the potential applicants are identified, the next step is to evaluate theirqualification ,qualities, experiences, capabilities, etc..& make the selection.It is the process of offering jobs to the desired applicants.

Selection means choosing a few from those who apply, It is picking up of applicants orcandidates with prerequisite qualifications and qualities to fill jobs in the organization


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Different Levels of Executives

Selection

Process

Junior Level Middle Level Senior Level

Written Test - - -

Interview - Yes Yes

Written Test &

Interview

Yes Yes -

Written Test,

GD &

Interview

- Yes -

.

We can see that for senior level a prerequisite is required and if the candidate fulfills that

criterion then he has to go through an interview process for the selection.For all the other

levels written test and interviews are considered for the selection process.

Table 3.3 : Induction Period

An induction programme is the process used within many businesses to welcome new

employees to the company and prepare them for their new role.

Induction training should include development of theoretical and practical skills, but also

meet interaction needs that exist among the new employees.

AREA OF SERVICE

NO. OF

DAYS OF

TRAINING

Financial

Accounting

Sales &

Marketing

Information

Technology

Customer

Service

One Day - - - Yes

One week - - Yes -

Two week - Yes - -

One month Yes - - -

Any Other - - - -

As most of the people comes from the technical background so they dont have much of

the knowledge about the financing activities to be performed, so they give maximum time


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to their finance accounting induction program.They already carry some of the knowledge

about the IT industry so relatively less time is given to the IT induction program.

Table 3.4: Forms of Communication

LEVELS OF EXECUTIVES

MEDIUM OF

COMMUNIATION

SENIOR MIDDLE JUNIOR

MEMO - - Yes

CIRCULAR - Yes Yes

NOTICE - Yes Yes

ORDER Yes - -

OTHERS - - -

Table 3.5:Formal Meetings

A formal meeting is a preplanned meeting. It has a predetermined set of topics that onewishes to discuss along with a set of objectives that one wishes to achieve at the end of

the meeting. At a formal meeting, generally it is a senior executive who presides over the

affair. The members of the meeting are often given a considerable period of notice beforethe meeting, preferably through formal means such as memos. As the title suggest, the

atmosphere in such meetings is generally somber, formal.

Weekly -

Fortnightly -

Monthly Yes

Quarterly -Any other -

Monthy meetings are held in the organisation to strengthen the bonding in between the

employees at the senior level and low level employee level.Also certain issues are


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discussed in the meetings to take the organisation to a higher level which shoes the

participative nature of the employees in the organisation..

3.5 Barriers to Effective Communication Miscommunication happens because of barriers that can arise at any stage during

the communication process. A communication barrier is anything that gets in the

way of the purpose of communication or causes people to misunderstand each

other, information, or a message

Physical Barriers is any physical thing that hinders effective communicationbetween one person/group and a second person/group. A physical barrier can be

an actual physical structure or distance. Examples include walls, desks, cubicles,

doors, yelling down a hallway, or being located in different buildings or rooms.

Perceptual Barriers is any individual perception that causes intended message tobe received incorrectly causing barrier to effective communication. No two

people view the world exactly the same. Each person has different ideas,thoughts, behaviors, mentality, experiences, and backgrounds.

Psychological Barriers are any emotions or personal feelings that causemisunderstandings that hinder effective communication. A persons emotion atthe time the message is communicated can impact how it is sent or received. Fear,

mistrust, happy, sadness, anxiety, and anger are all strong emotions that can

heavily influence communication if one lets it.

Language Barriers are any differences in language like slang, jargon,translations, dialects, or semantics that hinder effective communication.

Companies, schools, clubs, and even some neighbourhoods often have their own

group specific lingo and assign unique meanings to many words.

Cultural Barriers are any barrier to communication that occurs during thecommunication process attributed to differences in culture. Every country in theworld has a unique history and culture. Growing numbers of people are

communicating with people from other countries. Different linguistic and cultural

backgrounds impact communication. Understanding other cultures will help

lessen miscommunication in other countries it is viewed as disrespectful.

Ineffective or poor communication is frustrating for employees, and becomes a source of

a conflict. Managers inability to clearly express their thoughts, ideas and demands leads

to employees inability to perform work well, according to the companys demands.


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If a manager is able to communicate their ideas clearly, so that employeesdefinitely know what is asked of them, the subordinates will, consequently,

perform their jobs correspondingly. On contrast, an aggressive way of managing

reports results in employees getting more and more frustrated, often guessingwhat their real faults were.

A good style of management, as well as a positive approach to communication,ensures that an employee and a supervisor understand each other, and are moreeffective at the workplace.

Effective communication in the workplace provides employees with a clearunderstanding of what is demanded from them, with knowledge of what to do andwhat to expect. For organizations, such a communication style creates effective

performance of the staff, and, consequently, increases customer loyalty and profit.

Thus we can say that internal communication is very important because it provides

clear, concise, and consistent message to the employees. These when

communicated educate employees, enabling them to appreciate the value of their

organizations vision, programs or projects and is a significant element in engagingthe employees keeping them focused, productive and committed. Internal

communication is more than the art and technique of effectively imparting

thoughts, information, and ideas to large numbers of people. It has become thesingle, most important element that enables an organization to share their vision

and galvanize their work force to action that moves the organization forward.


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Chapter 4

EXTERNAL COMMUNICATION

at

Ericsson India Ltd.

The previous chapter dealt with the in depth study of internal communication like

methods of recruiting employees at Ericsson India Ltd., training programs for employees,ways of internal communication. This chapter deals with the external communication on

similar lines.

The exchange of information and messages between an organisation and

other organizations , groups, or individuals that are not a part of it.

External Communication

The exchange ofinformation and messages between an organization and

other organizations, groups, or individuals that are not a part of it.

Without proper external communication, you will not be able to coordinate complex

jobs involving a number of work centers and divisions. You must develop good linesand methods of communication external to the shop. Running systems tests may

involve several work centers aboard ship and, in some cases, other ships or activities.

Unless you can effectively communicateyour requirements to each work center, you will

be unable to successfully complete the systems tests. Much of your externalcommunication is in the form of correspondence. The correspondence will be of little

value unless you have an effective way of keeping track of the information and

ensuring that it gets to the ultimate users. You should develop controls to ensurethat information gets to and from the people who will benefit the most from it. If

you do this, you, the shop supervisor, will be the winner.
http://www.glossaryofmarketing.com/definition/exchange.htmlhttp://www.glossaryofmarketing.com/definition/information.htmlhttp://www.glossaryofmarketing.com/definition/message.htmlhttp://www.glossaryofmarketing.com/definition/organisation.htmlhttp://www.glossaryofmarketing.com/definition/group.htmlhttp://www.glossaryofmarketing.com/definition/OR.htmlhttp://www.glossaryofmarketing.com/definition/individual.htmlhttp://www.glossaryofmarketing.com/definition/exchange.htmlhttp://www.glossaryofmarketing.com/definition/information.htmlhttp://www.glossaryofmarketing.com/definition/message.htmlhttp://www.glossaryofmarketing.com/definition/group.htmlhttp://www.glossaryofmarketing.com/definition/OR.htmlhttp://www.glossaryofmarketing.com/definition/individual.htmlhttp://www.glossaryofmarketing.com/definition/individual.htmlhttp://www.glossaryofmarketing.com/definition/OR.htmlhttp://www.glossaryofmarketing.com/definition/group.htmlhttp://www.glossaryofmarketing.com/definition/message.htmlhttp://www.glossaryofmarketing.com/definition/information.htmlhttp://www.glossaryofmarketing.com/definition/exchange.htmlhttp://www.glossaryofmarketing.com/definition/individual.htmlhttp://www.glossaryofmarketing.com/definition/OR.htmlhttp://www.glossaryofmarketing.com/definition/group.htmlhttp://www.glossaryofmarketing.com/definition/organisation.htmlhttp://www.glossaryofmarketing.com/definition/message.htmlhttp://www.glossaryofmarketing.com/definition/information.htmlhttp://www.glossaryofmarketing.com/definition/exchange.html


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Advantages of External Communication

External communication helps an organization to keep its outsourcing agencies like

distributors, wholesalers, retailers and clientele well informed about the companys

products, services, progress and goals. The information gets continuously updated andaccurate. All organizations have to maintain cordial relationships with government

agencies, licensing authorities, suppliers of raw materials, ancillary industries and

financial institutions. Continual and updated information without any communication gap

is essential for business houses.

Table 4.1 : Types of External Communication

Frequency

Type of

External

Communication

Weekly Fortnightly Monthly Any Other

Press Release _ _ - Yes

Press

Conference

_ _ _ Yes

Product launch _ _ _ Yes

Advertisements - _ Yes _

Public Notices _ _ Yes _

Tenders _ _ - _

Magazines - _ Yes _

Brochures - _ _ Yes

Newsletters Yes _ _ _

Mail Coupons _ _ _ _

Various mediums of external communication are implemented in Ericsson

India Ltd.like press release, press conferences, newsletters, etc. The frequency

of these mediums depends on the advertising scheme of the company to let

know of the people about the strategies being incorporated in the company to

achieve its long term and short term goals in the prescribed time constraint.

There are certain written forms of communication which are followed in an organization.

Their usage depends upon the number of people and also the hierarchy in which the

communications is to be done.


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Table 4.2 Forms of Written Communication

Medium

Forms of

Communication

E-mail Hard Copy

Memo _ Yes

Circular _ Yes

Notice Yes YesOrder Yes _

Ericsson India Ltd. implements different forms of communication like memos,

circulars, notices and orders to communicate with the various outside agencies

to let them know about the organizations requirements and other functioning

and happenings in the company.

Legal Aspects of Business Communication:

Business communication, also called organizational communication, refers to any

exchange of information that takes place using channels at work. Organizational

communication that discriminates, and the breaching of confidentiality, may lead to legal

consequences.

Impact

The legal issues related to business communication create the need for companies tomonitor information exchanges, like email and Internet activity. According to the

American Bar Association, companies have the right to review such communications as

long as the workers don't have the expectation of privacy.

Expectation of Privacy

To avoid accusations of fourth amendment violations, the American Bar Associationrecommends documenting in writing any rights to privacy that the worker has. Theseshould include information like the proper use of business communication channels and

punishment for violating company policy. It advises to incorporate this written

information into a personnel manual or employee handbook that requires a worker'ssignature.


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Significance

Electronic communications, such as email and voice mail, may be included as evidence

in a court of law. Without a signed agreement about acceptable use of business

communication channels, even personal messages sent through workplace channels leavea company legally responsible for the content of the messages.

Considerations

Swift actions by a company to address inappropriate organizational communication may

reduce the risks of legal consequences. A company could respond with appropriate

discipline, an office-wide memo and training.

All these legal aspects of communication are taken care of in Ericsson India Ltd so that

they do not have to face any legal action. It spoils the image of the company not only inthe domestic market but also in the international market.


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CHAPTER 5

CONCLUSIONS AND

SUGGESTIONS

Findings:

Some of the major findings of the study are under stated:-

In business, communication is everything.Business communication focuses onstrategic business issues and takes care of them. It has to be written in a mannerwhich can be comprehended.In Ericssson India Ltd. Business communication

plays an important role as it is a service and manufacturing industry and

interpersonal relationship plays a major role in the organization.

Research spanning several decades has consistently ranked communication skillsas crucial for managers. Typically, managers spend 75 to 80 percent of their timeengaged in some form of written or oral communication. Although often termed a

soft skill, communication in Ericsson India Ltd. provides the critical link

between core functions.

Training regarding Business Communication is mandatory for all employeeswhich are joining Ericsson India Ltd.

All four channels of communication are used frequently in the organization. In Ericsson India all the legal aspects of the communication are taken care of. The form of communication used at Ericsson India Ltd. was participative in

nature.It means that the employees are free to put their ideas forward for the

improvement in the working structure of the organization.

There are certain forms of written communication being used at Ericsson IndiaLtd. wherein the E-mail prevails the most.


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SUGGESTIONS:

Business communication basically means the communication between businessmen and

their employees and partners and clients. Everything that is done in a business has to be

precise and effective and business communication is an extremely important aspect ofany business. The most important thing to comprehend about business communication is

that it keeps things clear between you and your client as well as your business partners.

There are many effective business communication skills that can be helpful and some ofthe best are mentioned below.

Maintain positivity

It is always important that you should remain positive while you are

communicating with your business employees, partners and customers andclients. To remain positive actually means to always put your message across to

your audience in a very positive manner even if the message is something they

wont like. If you can remain positive in your approach while delivering the

message, the messages overall negativity can be cut down immensely.

Know your audienceOne of the most important business communication skills is to actually

completely acknowledge your audience.As Ericsson India Ltd. Deals with the

variety of the customers.So before providing them the services it must be aware of

the behaviour and background of the audience.. This means that you shouldalways investigate about the cultural background of your audience and the type of

personality that they posses. It is important that you also comprehend the mode of

communication. You can always change your tone and approach by taking inputsfrom the body language of your audience but if you are actually communicating

through a letter then the knowledge of the type of your audience becomes the key.

The knowledge of your audience also includes the kind of people that you are

talking too. You can always use known and common acronyms and technical

jargon if the people that you are communicating with belong to a field similar to

yours. However, be ready to not include heavy and technical words in yourconversation- not even to impress your audience- if your audience actually is not

related to your field. If you find the use of such technical words necessary then

you should also explain the meaning of those words in the conversation.


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Communication sessionsAlthough the listening and the communication skills are fairly good at Ericsson

India Ltd., but still the employees can be provided with Communication sessions

because listening and written skills play a very important role in the

communication process.

Motivational Sessions:The employees should be motivated to come up with new ideas and suggestions

so that there can be free flow of information in the organization.

Avoid use of disclaimersThe business information which is shared in organization ought to be definitive,

true and fair. So while communicating the business information there should be

no place for ifs and buts and the intent should be crystal clear.

5.3 LIMITATIONS

During research and making this project some limitations that could affect theeffectiveness of the study are:

The sample size was very small to justify the conclusions made through the study Survey sample was not only small but also done from a particular area or a branch

which may not reflect that the same practices happens at the company level as

well.

Time limitation is a big factor in the overall lack of depth in terms of content andanalysis. The study may not cover all the aspects of business communication. The study is subject to human error.


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5.4 Further Scope of the Study

As it is said that no study is a complete end in itself, so this study being no exception has

a lot of scope of improvement. So there are some areas which exhibit a scope of

improvement in this study like a number of companies could have been taken into

consideration for a more effective analysis and outcome. Also, the sample size in this

study was 1 as due to time constraint it was possible to interview just one respondent so

for a better understanding of the business communication process in the organization the

sample size could be increased. The interview schedule was specific and very much to

the point so for a more comprehensive understanding more detailed information could be

sought from the respondent.

5.5 Conclusion

Thus using the tabular details we come to know that Ericsson India Ltd. lays a great

emphasis on the business communication processes and tries to incorporate all

measures that would facilitate this process for the betterment of the organization.

We come across certain interesting facts which reveal that they mostly focus on

ways that save much of their time and resources which makes them a smart and

intelligent organization setting effective benchmarks in the service industry.


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