Acknowledgement

This gives us immense pleasure in presenting the work based on our findings.

First and foremost we would like to thank our dean Sharma sir for giving us a

great opportunity to pursue M.B.A from V.M. Patel Institute Management.

Our Sincere thanks must go to TOYOTA, EMBRALD HONDA, INTAS & SIS for

granting us permission to undergo our assignment work. We would like to thanks

all the H.R heads who warmly welcomed us and spared their valuable time to us

so that we can make our assignment perfect and study it very well.

We are greatly thankful to Prof. Rachita mam, Faculty at V.M. Patel Institute of

Management, Ganpat University, Kherva, for her invaluable guidance and kind

support rendered to us during the assignment.

-Group Members

Context:

Particular Page no

1) Introduction of the communication 3

2) Types of communication 4

3) Importance of communication 8

4) Barriers of the communication 9

5) Communication Process 12

6) Companies & ways of communication 14

7) Conclusion 23

Introduction of Communication: Definition:

“Two-way process of reaching mutual understanding, in which

participants not only exchange (encode-decode) information, news,

ideas and feelings but also create and share meaning.”

Meaning:

In general, communication is a means of connecting people or places. In

business, it is a key function of management--an organization cannot

operate without communication between levels, departments and

employees.

Types of Internal Communication:

Communication within an organization is called “Internal

Communication.”

Definition

“The sharing of information within an organization for business

purposes. For example, internal communication within a company can

take place via speech, telephone, radio, mail, paging, fax, closed circuit

television, electronic mail, Internet connections and computer

networks.”

It includes all communication within an organization. It may be informal

or a formal function or department providing communication in various

forms to employees.

Effective internal communication is a vital mean of addressing

organizational concerns. Good communication may help to increase job

satisfaction, safety, productivity, and profits and decrease grievances and

turnover.

Under Internal Business Communication types there come:

a) Upward Communication

b) Downward Communication

c) Horizontal/Literal communication

a) Upward Communication

Upward communication is the flow of information from subordinates to

superiors, or from employees to management. Without upward

communication, management works in a vacuum, not knowing if

messages have been received properly, or if other problems exist in the

organization.

By definition, communication is a two-way affair. Yet for effective two-

way organizational communication to occur, it must begin from the

bottom.

Upward Communication is a mean for staff to:

Exchange information

Offer ideas

Express enthusiasm

Achieve job satisfaction

Provide feedback

b) Downward Communication

Information flowing from the top of the organizational management

hierarchy and telling people in the organization what is important

(mission) and what is valued (policies).

Downward communication generally provides enabling information –

which allows a subordinate to do something.

e.g.: Instructions on how to do a task.

Downward communication comes after upward communications have

been successfully established. This type of communication is needed in

an organization to:

Transmit vital information

Give instructions

Encourage 2-way discussion

Announce decisions

Seek cooperation

Provide motivation

Boost morale

Increase efficiency

Obtain feedback

Both Downward & Upward Communications are collectively called

“Vertical Communication”

c) Horizontal/Literal communication

Horizontal communication normally involves coordinating information,

and allows people with the same or similar rank in an organization to

cooperate or collaborate. Communication among employees at the same

level is crucial for the accomplishment of work. Horizontal

Communication is essential for:

Solving problems

Accomplishing tasks

Improving teamwork

Building goodwill

Boosting efficiency

Importance of communication in an organization:

Communication promotes motivation by informing and clarifying the

employees about the task to be done, the manner they are performing the

task, and how to improve their performance if it is not up to the mark

Communication is a source of information to the organizational members

for decision-making process as it helps identifying and assessing alternative

course of actions.

Communication also plays a crucial role in altering individual’s attitudes,

i.e., a well-informed individual will have better attitude than a less-informed

individual. Organizational magazines, journals, meetings and various other

forms of oral and written communication help in molding employee’s

attitudes.

Communication also helps in socializing. In today’s life the only presence

of another individual fosters communication. It is also said that one cannot

survive without communication.

As discussed earlier, communication also assists in controlling process. It

helps controlling organizational member’s behavior in various ways. There

are various levels of hierarchy and certain principles and guidelines that

employees must follow in an organization. They must comply with

organizational policies, perform their job role efficiently and communicate

any work problem and grievance to their superiors. Thus, communication

helps in controlling function of management.

Barriers of communication in an organization:

Sender related barriers

1) Communication Goals: There must be some or goal or objective of

communication. This goal provides the sender with the basis for formulating

the message. Lack of such a goal can lead the formulation of incoherent

message.

2) Communication skills: Communication skills refer to the clarity of thoughts,

correct word usage, grammatical accuracy, proper delivery of message,

correct spelling of pronunciation, and proper organization of sentence or

speech. Absence of these makes it difficult for the receiver to understand the

message clearly.

3) Interpersonal sensitivity: Lack of interpersonal sensitivity is another reason

why communication may fail to achieve its goal. The sender may convey the

message clearly and correctly to the receiver but fail to get the intended

result because the message does not motivate the receiver to respond

positively. Insensitive individual often use the language which is offensive

to the receiver. They are also indifferent to the needs and feelings of other.

4) Differing frames of reference: effective communication require that the

encoding and decoding process be based upon a common field of

experience. Lack of shared experience may result in miscommunication.

5) Inconsistent non-verbal signals: the tone of voice, facial expression and body

postures can help all or hinder communication. For example, a quarrel at

home may make the boss shout unnecessarily or speak in an angry voice to

his/ her subordinate at work

6) Either or thinking: an individual behavior is often based on either or thinking

earlier in one’s life. A person love to use such so called polar term as near

far, objective, subjective, black/white, that this ,and he or she thinks and

speak in this way but most of the things do not confirm to this convenient

extremists . By taking the position of either or a person is committed to

opposition where compromising or correct viewing a situation is not

possible. This place rigidity in communication

7) Fear: Fear is an another barrier to effective communication. A person under

the influence of fear is likely to lose balance and is or her communication

barrier is affected adversely. On the other hand fear is likely to promote

effective communication by making the sender more alert while transmitting

a message.

Receiver related barriers

1) Selective and poor listening: selective listening refer to people’s tendency

to hear only what they want we are likely to listen to what we like to

listen to, disregard information that creates cognitive dissonance or this

threatening to our self estimate. We try to ignore information that

conflicts with established belief or valve.

2) Evaluating the source: the receiver has a tendency to evaluate the sender

and not the message.

3) Lack of response feedback: Non response or inappropriate response

discourages the sender of the message. A non response means that the

receiver is not interested in the message and it is difficult to message with

such a person. An inappropriate response hurts the sender’s ego and

feelings.

Situation-related barriers

1) Jargon: Jargon means unintelligible or meaningless talk or writing,

familiar only to a group or profession. Each profession has its own jargon

or special vocabulary. When it is used outside the group, it’s become

unintelligible.

2) Information overload: when receiver are bombarded with more message

than they possibly handle they experience communication overload.

Because of this information overload, the receiver cannot accommodate a

heavy load of message from the sender. Poor communication or

miscommunication will be the result.

3) Time pressure: time pressure can cause poor communication by

preventing the sender from providing adequate information to the

receiver. As a result communication may become relatively superficial

and this superficiality can adversely affect effective communication.

4) Communication climate: the climate in which communication takes place

influences its effectiveness. If communication take place in an

atmosphere of trust and confidence, it is likely to produce a positive

response. If a message is incomplete the receiver is likely to fill in the

missing part with favorable interpretations. Conversely if communication

takes place in a climate where distrust prevails even a well intended

message can be distorted to give a negative meaning.

5) Noise : Noise affects communication adversely noise will disturb distort

or interface with the receiver’s ability to receive the message accurately

6) Distance: There will be delay in communication if the distance between

the sender and the receiver is long. This is particularly true. If the mode

of communication is letter writing. Communication delays is

communication denied.

7) Mechanical failure: The failure of mechanical equipment in disruption of

communication is too clear to necessitate any elaboration.

Communication Process

The communication model comprises seven parts

1) The sender

2) Encoding

3) The message

4) The channel

5) Decoding

6) The receiver

7) Feedback

Sender

Encoding

Channel

Decoding Receiver

Noise

1) The communication process begins with the sender of the source. The sender

has an intended message to communicate.

2) The sender encodes the information to be transmitted by translating it into a

series of symbols or gestures. Encoding is necessary, because information

can only be transferred from one person to another through representations

or symbols.

3) The message is the physical form which the sender encodes the information.

When we speak the speech is the message.

4) The channel is the medium through which the message travels. The primary

channel for interpersonal communication involves a face to face exchange

between two individuals.

5) The channel choice depends on the purpose of communication. Face to face

conversation, for example, is used when the communicator wants to discuss

informal, private and confidential matters.

6) The receiver is the person who receives the message and has the

responsibility of decoding it.

7) Decoding is the process by which the symbols are interpreted by the

receiver.

Companies and their ways of INTERNAL COMMUNICATION:

Toyota:

In 1957, when Toyota first came to America, Elvis was king of rock n' roll, big

cars with tailfins were "in" and postage stamps

were just 3 cents. After a poor start with a car

called the "Toyopet," Toyota came back strong

in 1965 with the popular 90-horsepower

Corona sedan.

Then there was the Corolla, Camry, Toyota

trucks, the Lexus luxury brand, Scion, and the

world's first gas/electric hybrid Prius...a car we

built for the 21st century. Along the way, we've learned a lot and enjoyed the

support of American consumers who have embraced the quality, dependability and

reliability of our vehicles.

Today, Toyota is one of the top-selling brands in America and we are committed to

continuous improvement in everything we do, along with breakthrough products

for the future. We're proud to share some highlights of our 50 years of progress and

history here.

Towards the end of the nineteenth century, Sakichi Toyoda invented Japan's first

power loom, revolutionising the country's textile industry. January 1918 saw him

create the Toyoda Spinning and Weaving Company, and with the help of his son,

Kiichiro Toyoda, Sakichi fulfilled his lifelong dream of building an automatic

loom in 1924. The establishment of Toyoda Automatic Loom Works followed in

1926. Kiichiro was also an innovator, and visits he made to Europe and the USA in

the 1920s introduced him to the automotive industry. With the £100,000 that

Sakichi Toyoda received for selling the patent rights of his automatic loom,

Kiichiro laid the foundations of Toyota Motor Corporation, which was established

in 1937. One of the greatest legacies left by Kiichiro Toyoda, apart from TMC

itself, is the Toyota Production System. Kiichiro's "just- in-time" philosophy -

producing only precise quantities of already ordered items with the absolute

minimum of waste - was a key factor in the system's development. Progressively,

the Toyota Production System began to be adopted by the automotive industry

across the world.

Rising from the ashes of industrial upheaval in post-war Japan, Toyota has become

the largest vehicle manufacturer in Japan with over 40% market share. Toyota

began to make inroads into foreign markets in the late 1950s. The first Crown

models arrived in the USA in 1957, and by 1965, with models such as the Corolla,

Toyota began to build its reputation and sales to rival those of domestic producers.

The first Toyota imported into Europe was via Denmark in 1963. Toyota has con-

tinued to grow in Europe's sophisticated and complex market, and in 2000 the

company delivered its ten millionth car to a customer in Germany. In fact, growth

is currently one of the main words in Toyota's European vocabulary, and the com-

pany plans to reach annual sales of 800,000 in Europe by 2005. Toyota is number

one for customer satisfaction in the majority of European countries and has built an

excellent reputation across Europe for reliability and customer service. This

enviable reputation, along with the support of a network of more than 25

distributors and 3,500 sales outlets, are important factors in supporting Toyota's

European sales growth in the coming years.

Internal communication in TOYOTA:

We visited the office and searched how the employees of TOYOTA communicate

within the organization or we can say internal organization, here are some of the

ways they used in their day-to-day communications.

E-mail

Phone call

Video conference

Meeting

Notice/Circular

Generally they use the e-mail system for any work in the organization.

If there is emergency then the fast way to communicate is phone call

When there is communication with top management as this is foreign

company the top management might not available in same country and e-

mail and phone call may not in use so they use video conference at that

time.

Meeting is generally done when the message is given to all the employees of

the organization it is very short and best way to tell all of them at a time.

Notice/circular is used when the message is of particular department.

Honda:

The HMSI factory is spread over 52 acres, with

a covered area of about 85, 815 square meters

at Manesar, Gurgaon district of Haryana. The

foundation stone for the factory was laid

on 14th December 1999 and the factory was

completed in January 2001. The initial installed

capacity was 100,000 scooters per year, which

has reached 6,00,000 scooters by the year

by 2007 and motorcycle capacity shall

be 4,00,000 per annum. The total investment outlay for the initial capacity was

Rs. 215 crores and now the accumulated investment is 800 crores.

The second plant at the Tapukara Industrial Area of Rajasthan, which is

approximately 90km from the center of Delhi, has become operational from

July 2011 with annual production capacity of 0.6 million units. HMSI aims to

double the annual production capacity of this plant to 1.2 million units in

March 2012.

Internal communication in Honda:

When we visited the office of HONDA we found how the employees of HONDA

communicate within the office or internally, here are some of the ways they used in

their day-to-day communications.

E-mail

Phone call

Meeting

Generally they use the e-mail system for any work in the organization

e.g to order the parts from the home branch, or any difficulties etc.

They mostly use phone calls within the branch just to get work done

quickly.

Meeting is generally done when the message is given to all the employees of

the branch it is very short and best way to tell all of them at a time.

Notice/circular is used when the message is of particular department.

INTAS Pharmaceutical:

Intas is a leading, vertically integrated global

pharmaceutical formulation development,

manufacturing and marketing company

headquartered in India.

Intas's success and incessant growth lies in

clinical execution of successful and strategic

moves made in the areas of manufacturing, R & D, Biotechnology and global

operations over three decades. As of 31st of March 2012, Intas has grown to be a

~$525 million organization with a revenue growth of ~30% CAGR over the last 5

years and a profit growth of over 50% CAGR over the same period. Intas is now

ranked as the 12th largest pharmaceutical company in the domestic market.

In the domestic market, Intas is one of the leading players in chronic therapy

areas, also having presence in central nervous system (CNS), cardiovascular

system (CVS), diabetology, gastroenterology and pain management. Recently,

Intas has extended its presence into other therapy areas such as gynecology,

infertility and respiratory care.

Besides rapidly growing domestic prominence, Intas is also present in more than

50 countries worldwide with robust sales, marketing and distribution infrastructure

in markets like North America, Europe, Latin America, South Africa, Australia and

New Zealand etc.

Intas's global strategy includes alliances with leading Global Pharma Companies

for development and distribution of products as well as direct product distribution.

Its subsidiary, Intas Biopharmaceuticals Limited, has made substantial investments

in the development, manufacturing and marketing of products based on

biotechnology (biosimilars) in chronic therapy areas including oncology and

nephrology.

Continual R & D initiatives have strengthened niche and complex product

offerings in India and International markets. Commercialized in India, three

pharmaceutical formulations are based on the novel lipid based drug delivery

system with studies ongoing to extend these products to International markets.

Intas has made strategic investments in ten manufacturing facilities, globally.

Between them, these facilities have received approvals from various prominent

international regulatory bodies, including U.S. Food and Drug Administration

(FDA).

Internal communication in INTAS Pharmaceutical:

We visited the office and asked how the employees of INTAS Pharmaceutical

communicate within the organization or internally, here are some of the ways they

used in their day-to-day communications.

E-mail

Intercom

Phone call

Video conference

Notice/Circular

As it is very big organization the employees generally use E-mail for any

kind of work in the organization to any department.

If there is emergency they have their own intercom facility in the

organization so the communication can be done easily.

When there is communication with top management as they have research

centers in foreign country also so the e-mail and phone call may not convey

the message properly so at that time they use video conference.

Meeting is generally done when the message is given to all the employees of

the organization it is very short and best way to tell all of them at a time.

Notice/circular is used when the message is of particular department.

SIS( Sai InfoSystem (India) Ltd):

SIS( Sai InfoSystem (India) Ltd) is one of the fastest

growing end-to-end ICT (Information and

Communication Technology) solution providers and

leading System Integrators of India.

Founded in 1992, by Mr. Sunil Kakkad, Electronics

and Communication Engineer and a first generation entrepreneur, to offer IT

solutions to SOHO segment, today, SIS has spread its wings to Hardware

Manufacturing, Software Development, System Integration and Telecom Services.

He recognized the need to offer all required solutions under one roof early on, and

today Cyber Media a leading IT publication Group has recognized SIS as the

Largest Total Solution Provider in the country.

Their approach and focus is customer centric which has helped us in achieving new

milestones every year. This approach has helped us to remain focused on a selected

clientele, to know their requirement in depth and offer tailor made solutions to

cater to their needs. We prefer to be known as ICT partners for a few selected

clients than to be known as ICT vendor to a large number of clients. Breadth and

depth of our solutions and quality of products and services is customer satisfaction

centric, which has helped us in retaining our customer base from the very

beginning.

They firmly believe today that "Convergence is Future." And hence decided to

embrace convergence early on like we did in past when we decided to offer total

solutions to a selected few and became their partner instead of their vendor.

With this view, they have entered into Telecom and Infrastructure Space and have

partnered with BSNL, the largest Integrated Telecom Service Provider in the

country to offer Video Telephony and Data Center Services. They plan to offer

many value added services and products on similar platforms to offer a unique but

comprehensive user experience to our customers. We also plan to take these

offerings on a global platform so that our customers can realize full potential of our

offerings without geographical boundaries.

With direct operations in 17 states and more than 100 support centers, we try to

cater our customers in best possible time frame. More than 1000 associates help us

in this endeavor to fulfill our commitments and aspirations.

Internal communication in SIS:

We visited the office and asked how the employees of SIS communicate within the

organization or internally, the ways they used in their day-to-day communications

are as follows.

E-mail

Intercom

Phone call

Chat on Skype

SMS

Video chat

As it is IT company the employees generally use all the electronic services

for the communication the E-mail is for general purpose

If the decision is taken quick and communication is needed to take fast the

intercom facility is there and also CUG sim cards are also allotted to them.

They use to do Chat on Skype, Google hangout and other internet chat

services as the continuously work with the computers.

Conclusion:

After visiting offices and approaching the HR persons and other employees we

found out that now a days all the companies are adopting the electronic services

which is faster in widely available to all.

Many companies use different ways for different uses as for example as we seen

in above companies the auto companies are mainly using mail services as they

have to order parts and other information so the error part will be less as the parts

contain serial number and codes, while a pharmaceutical company is using video

conference just because the research methods and to get the knowledge from the

foreign partners and associates and other research institutes, for the IT company

they wholly dependent on internet based services to communicate internally as the

deal in the IT products.

We can conclude that all the companies are now days concern for reducing the cost

on paper and its usage so that both cost and social cause can be done at a time,

secondly we can say that as the economy is globalized and all the major big

organizations are deal in the foreign transaction so they generally prefer the latest

technology for communication.