1. Communication-nature and barriers in the process- Report on survey Prepared by: Submitted to: Sanjay Miyani Dr. AS Abani Hiral Navik The Director Sweta Nim Chetan Nizama Ashish Sakariya Bhagwan Mahavir College of Management, Surat 1

2. Content Introduction to the topic 2. Conceptual frame work 3. Research methodology 4. Data presentation analysis 5. Conclusion 2

3. Aim Go to any organization and select few people to study the nature they follow and barriers they face with reasons. Each member select two persons of their choice and observe them (with telling them) what non-verbal communication signals they use frequently to communicate 3

4. 1. Introduction 1.1 Communication: A natural activity of all human beings to convey opinions, feelings, information, and ideas to others through words (written or spoken), body language, or signs. 4

6. 1. Introduction 1.4 Elements and process of communication theory Sender Receiver Reception of the message by receiver Decoding Transmission through a channel Source Encoding Use of Message Feedback 6

7. Paralanguage 1. Introduction 1.5 Methods of communication Non verbal part of verbal communication 7

8. 1. Introduction 1.6 Directions of communication 8

9. 1. Introduction 1.7 Networks of communication 9

11. Lack of planning

12. Wrong/un clarified assumptions

13. Semantic problems

14. Emotions

15. Cultural barriers

16. Socio-psychological barriers

17. Poor listening

18. Selective perception

19. Loss by transmission10

22. 2. Conceptual frame work Getting familiar with each other, knowing each others strengths and weaknesses Study of concept at individual level using books, through internet or people Sitting together for discussion and clarification of concept Formulation of questionnaire Delegation of work Planned survey Analysis of result Report formulation 13

23. 14 Date Work done 30 - 09 - 08 Met in a group in order to get familiar with each other, knowing each others Tuesday strengths and weaknesses 01 - 10 - 08 Study of concept at individual level using books, through internet or people Wednesday 03 - 10 - 08 Our team members went into our library. There we discussed our topic Thursday and which type of company we should choose for survey 03 - 10 - 08 Friday Listed out possible questions 04 - 10 - 08 Finalized the questions Saturday 06 - 10 - 08 Delegation of work Monday Contacted Mr. SANTOSH UPADHYAY , H.R. - Manager, BIG BAZZAR, relating to s urvey, got permission for survey. 07 - 10 - 08 On reaching BIG BAZZAR, told that as Mr. INDAVAR JHA, Store manager, Tuesday BIG BAZZAR is out of station and in his absence no such kind of decisions can be taken. 3. Research methodology

24. 3. Research methodology 15

25. 3. Research methodology 16

26. 4. Data presentation analysis 1. Does appearance of a person affects the communication process? 17

27. 4. Data presentation analysis 2. Is feed back an important factor as far as communication is concerned? 18

28. 4. Data presentation analysis 3. Does communication process differ from seniors to subordinates (downward) than from subordinate to seniors (upward)? 19

29. 4. Data presentation analysis 3. Communication skills improve with which of the following? 20

30. 4. Data presentation analysis 4. Communication skills improve with which of the following? 21

31. 4. Data presentation analysis 5. Do communication skills of superiors’ effects level of motivation of subordinates? Result: Everybody accepted that communication skills of superiors motivates, fills in energy to do work with more enthusiasm with mental stability. 22

32. 4. Data presentation analysis 6. Can Communication skills of a person be used for changing another person’s attitude and behavior? 23

33. 4. Data presentation analysis 7. If yes, then to what extent? Result: About 90 % people accepted that attitude of another person can be changed and to maximum 75% extent. People voted for 50 % – 75% option which says remaining 25% is still uncovered as other party keeps the original fact in mind. 24

34. 4. Data presentation analysis 8. Communication is a combination of verbal (words) and non verbal (symbol, gesture, body language), according to you what emphasis you more? 25

35. 4. Data presentation analysis 9. Which type of communication process you follow often? 26

36. 4. Data presentation analysis 10. While dealing with customers, which of the following factors is most important? Result: Everybody accepted that eye contact is most important factor which should be taken into account/aware of while talking to one else. Next comes tone of voice followed by expressions. 27

37. 4. Data presentation analysis 11. Which among following channels of written communication you use most? 28

38. 4. Data presentation analysis 12. Which of the following factors affects you most while communicating? 29

39. 4. Data presentation analysis 13. As noise the prime barrier to communication process, which among the following you use mostly to nullify the effect from the process of communication? Result: The most voted option feeling is considered to be the most opted option to nullify the effects of barrier from communication process. Next comes experience followed by knowledge. 30

40. 4. Data presentation analysis 14. To maintain relationship with customer which is to be taken care of most? 31

41. 4. Data presentation analysis 15. Because of some reasons, customer is unhappy with the organization. Can Communication skills improve relationship? 32

42. 4. Data presentation analysis 16. If yes, then to what extent? Result: It is found that relationship can be mended after a downfall season to maximum of 50% because people keep in mind the past. 33

43. 4. Data presentation analysis 17. Is listening to people an important factor? 34

44. 4. Data presentation analysis 18. If yes, how often you listen to others? Result: Everybody accepted that listening to other is very important aspect of communication process and welcome the concept. 35

45. 4. Data presentation analysis 19. Customers are more influenced by Result: 1st– Services they get 2nd– Communication skills It becomes extremely important to serve people with better offer than just making hollow statements. 36

46. 4. Data presentation analysis 20. While dealing with customer which type of tone you prefer? FRIENDLY: Society being matured pros and cons of things are well understood by people; the best way to deal with people is through friendly touch which makes them in ease and leave space for comfort while talking. 37

47. 4. Data presentation analysis 21. Which problems you face often (barrier)/ hinders while communicating? Result: Noise being the umber one enemy of communication process in theory but people have chosen SOCIO-PSYCHOLOGICAL barrier as bitterest of all other barriers. Example set by one of the participant while surveying was – ‘One of the two colleagues get promoted changes relationship between former colleague and results in communication barrier’. Other most listed barriers are Language barrier : B, Λ ش , Conti…… 38

48. 4. Data presentation analysis 21. Which problems you face often (barrier)/ hinders while communicating? Result: Emotional touch People with attitude 39

49. 5. Conclusion * India is of high context culture country 40

50. 5. Conclusion * India is of high context culture country 41

51. 5. Conclusion * Body language is a strong factor Movements of hands, eye contact are prominent in above photographs. 42

52. 5. Conclusion * Services to customers is voted the most important and so Mr. VIMAL PATEL (BRANCH MANAGER), MAX NEW YORK LIFE INSURANCE cooperated with us in spite of having busy schedule * Oral communication is preferred over written as it more personal and sender has chance to correct (if required) things in not more time 43

53. 5. Conclusion * Communication mode depends on cadre as shown below Mr. VIMAL PATEL (BRANCH MANAGER), MAX NEW YORK LIFE INSURANCE Communicate more through written mode 44

54. 5. Conclusion * Communication mode depends on cadre as shown below Colleagues communicating through oral means 45

55. 5. Conclusion Communication is like deep ocean which covers unexplored part in explored part also 46

56. Thank You 47