Effective Business Communication

Research Study on Effective Business Communication

At

American Express Financial Centre

TABLE OF TABLE

Table 1: Recruitment Methods 13

Table 2: Forms of written communication 15

Table 3: Formal Meetings 15

Table 4: External Communications 16

Table 5: Informal channels of communication 21

TABLE OF CONTENTS

ACKNOWLEDGMENT 4

EXECUTIVE SUMMARY 5

INTRODUCTION TO BUSINESS COMMUNICATION 6

LITERATURE REVIEW 6

PROBLEM OF STUDY 7

OBJECTIVE OF STUDY 7

KEY TERMS 8

BRIEF OUTLINE OF CHAPTERS 9

METHODOLGY 10

UNIVERSE OF THE STUDY 10

LOCALE OF THE STUDY 10

SAMPLE SELECTION 10

DATA COLLECTION 10

ORGANISATION OF DATA 11

ANALYSIS OF DATA 11

INTRAPERSONAL AND INTERNAL COMMUNICATION 12

INTRAPERSONAL COMMUNICATION 12

INTERNAL COMMUNICATION 13

CHANNELS OF COMMUNICATION 14

EXTERNAL COMMUNICATION 16

CONCLUSION 17

FINDINGS OF THE STUDY 17

SUGGESTIONS 18

LIMITATIONS 18

FURTHER SCOPE OF THE STUDY 19

REFERENCES 20

APPENDIX 21

ACKNOWLEDGMENT

The research study on Effective Business Communication at American Express Financial Centre could not have been developed without the guidance and support of the faculty of Business Communication, at XXXXXXXXXXXX, Dr. XXXX, who not only helped in designing a framework for the study but also guided at each step during data collection and analysis.

The data for the study has been provided by Ms. XXXXXXXX, Manager at American Express Financial Centre, who went beyond her capacity to provide data for the study. Ms. XXXXXXXX also organized a visit to the location which made it possible for the researcher to do an in-depth study based on observation and feedback.

I would also like to thank all the fellow students at the XXXXXXXXXXXXXX of the XXXXXXXXXXX for proving continues support and encouragement during the tenure of the study. During this time they agreed to help with the design and production of this study.

Finally, the study has also been supported by various research studies conducted by various experts and authors on Business Communication for which I am deeply thankful.

EXECUTIVE SUMMARY

Communication - It is an art and technique of using words effectively to impart information or ideas. It is the act of communicating or transmitting thoughts, messages, or information, by speech, signals, writing, or behaviour. Communication is necessary in a business since it is used to promote a product, service, or organization. A business message may be conveyed through various channels of communication, including the internet, print, radio, television, outdoor, and word of mouth.

According to research it has been found that typically, managers spend 75 to 80 percent of their time engaged in some form of communication. Taking this finding forward the researcher has done an in-depth study on the extent and effectiveness of communication in American Express Financial Centre.

During the study the researcher found that the organization does lay emphasis on the communication channels and form and realizes the importance of effective communication. Being a back office operation of American Express Pvt. Ltd., Amex is not actively involved in direct external communications. However, any information or message that is required to be sent in the public domain goes through the corporate headquarter located in the country.

Even though, Amex has not had any severe problem or issue arising directly out of any miscommunication, the researcher has suggested that Amex should take certain steps to ensure that no problem arises in future as well. Though, the company provides induction training to its new joiners, no dedicated or special training is given to employees with respect to effective communication. Since, Amex has international clients a little training on cross-cultural communication would go a long way.

CHAPTER 1

INTRODUCTION TO BUSINESS COMMUNICATION

Communication is a process that allows entities to exchange information by several methods. In other words, communication is a continues process through which sender and receiver create and share information with one another. Communication is a two-way activity between two or more people and occurs through various modes, some of which are used more commonly in some workplaces than others. Communication requires that all parties understand a common language that is exchanged with each other. Business Communication is communication used to promote a product, service, or organization. The business communication message is conveyed through various channels of communication, including the internet, print, radio, television, outdoor, and word of mouth. Business communication helps to bridge the gap between planning and execution. Efficient communication matters because business organizations are made up of people and also effective communication within organisation or outside the organisation increase the image as well as goodwill of the organisation in the mind of business partner, employees and consumer. Various research studies have been conducted on this subject and each study has consistently ranked communication skills as crucial for managers. Typically,

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