Effective Business Communication

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Research Study on Effective Business Communication
At
American Express Financial Centre

TABLE OF TABLE
Table 1: Recruitment Methods13
Table 2: Forms of written communication15
Table 3: Formal Meetings15
Table 4: External Communications16
Table 5: Informal channels of communication21

TABLE OF CONTENTS
ACKNOWLEDGMENT4
EXECUTIVE SUMMARY5
INTRODUCTION TO BUSINESS COMMUNICATION6
LITERATURE REVIEW6
PROBLEM OF STUDY7
OBJECTIVE OF STUDY7
KEY TERMS8
BRIEF OUTLINE OF CHAPTERS9
METHODOLGY10
UNIVERSE OF THE STUDY10
LOCALE OF THE STUDY10
SAMPLE SELECTION10
DATA COLLECTION10
ORGANISATION OF DATA11
ANALYSIS OF DATA11
INTRAPERSONAL AND INTERNAL COMMUNICATION12
INTRAPERSONAL COMMUNICATION12
INTERNAL COMMUNICATION13
CHANNELS OF COMMUNICATION14
EXTERNAL COMMUNICATION16
CONCLUSION17
FINDINGS OF THE STUDY17
SUGGESTIONS18
LIMITATIONS18
FURTHER SCOPE OF THE STUDY19
REFERENCES20
APPENDIX21

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,...
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