Assignment on Up/Down communication in AXIS BANK SUBJECT: Business Communication

Submitted to Prof. (Dr.) SUJATA MASTER OF BUSINESS ADMINISTRATION Submitted By NAREN SHARMA (Roll No. 41) Faculty of Management Studies The Maharaja Sayajirao University of Baroda
Date 1-May-2013 Place Vadodara

INTRODUCTION
Any act by which one person gives to or receives from person information about that persons needs, desires, perceptions, knowledge, or affective states. Communication may be intentional or unintentional, may involve conventional or unconventional signals, may take linguistic or nonlinguistic forms, and may occur through spoken or other modes.

Communication plays a key role in the success of any workplace program or policy. Because an individual spent nearly 70% of their working hours communicating-writing, reading, speaking, listening. ORGANIZATIONAL COMMUNICATION
Good communication is essential to any groups or organization effectiveness. Lifeblood of an organization Communication is the lifeblood of an organization: if we could somehow remove communication flows from an organization, we would not have an organization. It is needed for Exchanging information Exchanging options Making plans and proposals Reaching agreement Executing decisions Sending and fulfilling orders Conducting sales

DIRECTION OF COMMUNICATION IN BANK

Communication can flow vertically or laterally. The vertical dimensions consist of:

Downward communication
Communication that flows from one level of organization to a lower level is a downward communication .It is used by group leaders or managers to: assign goals, provide job instructions, inform employees of policies & procedures, Offer feedback about performance.

Upward communication
This involves flow of communication from lower level to higher level in a group or organization. Without upward communication, management works in a vacuum, not knowing if messages have been received properly, or if other problems exist in the Organization. It is a means to: Provide feedbacks to higher ups, Inform them of progress towards goals & Relay current problems.

Lateral /Horizontal communication

When communication takes place among the members of the same work group, among managers at the same level or among any horizontally equivalent personnel, we define it as lateral communication. Horizontal Communication is essential for: Solving problems Accomplishing tasks Improving teamwork Building goodwill Boosting efficiency

INTERPERSONAL COMMUNICATION
People in any organization rely on oral, written & nonverbal communication.

Oral communication
The chief means of conveying messages is oral communication. This includes speeches, formal one to one & group discussion and the informal rumor mill or grapevine. The advantage of oral communication is speed & feedback. The major disadvantage is faced whenever the message has to be passed through number of people. The more the people involve, greater is the distortion of message.

Written communication
It includes memos, letters, fax transmission, electronic mail, notices placed on bulletin board or any other device that is transmitted via written words of symbol. The need for written communication arises when the message has to be stored for infinite period. People are more careful with the written words than oral words. The Major disadvantage of this is that it is a time consuming process.

Nonverbal Communication
Communication by means of elements & behaviors that are not coded into words is the nonverbal communication. A glance, a stare, a smile, a frown, a proactive body movement they all convey meaning. Nonverbal communication speaks louder than words. Good home and work relationships require the ability to communicate emotions without saying a word. Wordless communication conveyed through facial expressions, body language, pace, intensity and tone of voice captures and holds the attention of others and gives you a powerful means for self-expression. A snarling face says something different from a smile.

TYPES OF NONVERBAL COMMUNICATION

1. Paralanguage - The vocal cues that accompany spoken language: The way we say words Albert Mehrabian, researcher, estimates that 39% of meaning is affected by vocal cues-not the words but the way they are said.

It depends on many factors: Rate-speed Pitch Volume Vocal Fillers Quality

2. Kinesics Study of Body Movements Ekman and Freisen divide Kinesics into 5 categories Emblems - body movements that have direct translation to words: OK Illustator - Accent, emphasizes, or reinforces words: Fish was this big! Regulators - Control the back and forth flow of speaking and listening. Display of feelings - Feelings is shown through face and body motions Adaptor - Way of adjusting to communication situation: Twist hair, tap pen 3. Occulesics - Eye behavior When people sit in a circle, they are more likely to talk to those across the room from them than those side to side. Eye behavior plays very important role in nonverbal communication as it determines the attention of listener.

4. Appearance/Artifacts Aspects of personal appearance such as clothing, hairstyle, jewelry & make up communicate peoples value & social group. In the workplace, the norms fo r appropriate physical appearance depend on the industry, job & organizational culture. Max Luscher says when people look at red for long periods of time, their blood pressure, respiration; their blood pressure, respiration, and heartbeat all speed up. This highlights the importance of color in nonverbal communication. 5. Proxemics The nonverbal study of individuals perception & use of space including territorial space is known as proxemics. Territorial space varies greatly across cultures. This distance also determines the interest between sender & receiver. 6.Facial Expressions In our body there are 80 muscles in our face that can create more than 7,000 facial expressions. There six main types of facial expressions found in all cultures Happiness- round eyes, smiles, raised cheeks Disgust-wrinkled nose, lowered eyelids and eyebrow, raised upper lip

Fear- around eyes, open mouth Angry- lower eyebrow and stare intensely. Surprise-raised eyebrow, wide open eyes, opens mouth Sadness- Area around mouth and eyes.