LONG REPORT

A STUDY ON EFFECTIVE BUSINESS COMMUNICATION AT TCS LTD

TATA CONSULTANCY SERVICES LTD

Submitted To:

Dr. Anita Tripathy LalFaculty, ACAFORE School of Management

Submitted By:

Mr. ADITYA NAGPALStudent, FORE School of ManagementNew DelhiFMG 23A, Roll No. - 231013

March 18, 2015

LONG REPORT

A STUDY ON EFFECTIVE BUSINESS COMMUNICATION AT TCS LTD

TATA CONSULTANCY SERVICES LTD

Submitted To:

Dr. Anita Tripathy LalFaculty, ACAFORE School of Management

Submitted By:

Mr. ADITYA NAGPALStudent, FORE School of ManagementNew DelhiFMG 23A, Roll No. - 231013

March 18, 2015

ACKNOWLEDGEMENT

The report has been done as an end term project for the course titled Advance Communication Analysis. I am really thankful to our course instructor Dr Anita T Lal, Professor, FORE School of Management, New Delhi for her invaluable guidance and assistance. I also wish to thank her for providing us with this opportunity to learn more about the working and the communication systems of the corporate sector.I am using this opportunity to express my deepest gratitude and special thanks to the employees of TCS who in spite of being extraordinarily busy with her/his duties, took time out to hear, guide and allowing me to carry out my project at their esteemed organization.

Aditya Nagpal231013,FMG-23AStudentFORE School Of ManagementNew Delhi

March 18, 2015LETTER OF TRANSMITTAL

March 18, 2015

TO: Dr. Anita Tripathy LalFROM: Aditya NagpalStudent, Fore School of Management

SUBJECT: Effectiveness of Business Communication in TCS Ltd, Gurgaon.

As per the course of Advanced Communication and Analysis, I am submitting the attached report entitledEffectiveness of Business Communication in TCS.This report examines the various communication practices and its effectiveness in the organization. For this purpose a survey was designed and responses were recorded from employees at TCS. Questionnaire is attached for your reference in the appendix. Internal as well as external aspects of communication are covered in this survey.I hope you find this report satisfactory.In case of any further queries or suggestions please do write/contact me at 231013@fsm.ac.in.

Sincerely,

AdityaFMG-23A231013

Table of ContentsACKNOWLEDGEMENT4LETTER OF TRANSMITTAL5table of tables8TABLE OF FIGURES9table of abbreviations10EXECUTIVE SUMMARY11CHAPTER 1: Introduction121.1Relevance and Significance of the study131.2Purpose of the study131.3 Research Objectives141.4 Brief Outline of Chapters141.5 Keywords15CHAPTER 2: METHODOLOGY162.1 Universe of Study162.2 Locale of Study162.3 Sample Size and Sampling Techniques162.4 Data Collection172.5 Data Analysis182.6 Research Experience18CHAPTER 3: LITERATURE REVIEW193.1 Research on Business Communication193.2 Company History and Growth21Products and services21Service lines22Operations22CHAPTER 4: ANALYSIS234.1Internal Communication234.2External Communication244.3Cross Cultural Communication254.4Interpersonal Communication264.5Informal Communication274.6Business Meeting274.7Barriers to Communication28CHAPTER 5: CONCLUSION AND FINDINGS295.1 Major Findings295.2 Suggestions based on the findings295.3 Limitations of the Study305.4 Further Scope of the study30APPENDIX:IAnnexure I: Contact of the RespondentsIAnnexure II: QuestionnaireIIREFERENCESXBIBLIOGRAPHYXI

table of tablesS.noTable No.TitlePage No.

12.1Classification of Samples on the basis of category17

24.1Effectiveness of the tools of Communication at TCS24

TABLE OF FIGURES

S.noFigure No.TitlePage No.

14.1Methods of Communication at TCS23

24.2Free-flow of Information Upward/Downward/Horizontal23

34.3Proper mechanism employed to monitor relevant external information25

44.4Interpersonal Communication26

54.5Cross cultural communication27

64.6Business Meeting Agenda28

table of abbreviations

S.NoAbbreviationDetails

1TCSTata Consultancy Services

2SEZSpecial Economic Zones

EXECUTIVE SUMMARY

This report aims at investigating how effective business communication at TCS Gurgaon. Communication assumes an essential part in the working of associations and everything in an association obliges communication which makes it an as one, key and constant process much the same as the circulatory framework in the human body. Subsequently, communication adequacy turns into an extremely essential calculate deciding the productivity with which an association executes all in all. Viable communication joins a set of aptitudes including nonverbal communication, mindful tuning in, the capacity to oversee stretch in the minute, and the ability to perceive and comprehend your own feelings and those of the individual you're communicating with. For this reason, information was gathered through an overview in TCS Ltd. We made inquiries identified with different parts of communciation i.e. interior, outer, between individual, culturally diverse and attempted to distinguish the obstructions of correspondence at TCS. Every employee should tick stamp one of the alternatives. This was trailed by examination part utilizing distinctive apparatuses for analyzing the information and finally conclusion is carried out on premise of investigation. Major findings were that an online employee magazine is circulated to all employees to keeps them updated with companys visions and goals. Time and again Top down Communication attempts has failed. Choosing the right channel to get a certain message through to a certain audience seldom proves to be a difficult task. Appraisal system is transparent. It also makes the work of a manager to TCS Ltd the message a lot easier as these performance appraisals are often considered as bad messages by the receiver. However, due to a large number of employees, managers have reported on finding the task of providing appraisals quite challenging.I would like to suggest that upward communication sometimes is more important than downward communication. It conveys the real scenario of the employee satisfaction. Upward communication can also be treated as a source of new ideas and creative problem solving. Integration of different report generating softwares into a universal format of reporting across all teams for the same kind of work. HR should help employees by circulating specific format for different types of business letters to maintain unanimity.CHAPTER 1: Introduction

Viable communication is crucial in arranging and controlling an association's assets to perform the organization's goals. The significance of business messages makes viable relational abilities a discriminating business apparatus and a vital worker property. As per Herta Murphy, Herbt Hildebrandt and Jane Thomas, the creators of "Successful Business Communications," the utilization of "the seven C's, for example, completeness and conciseness, will guarantee representatives get to be better communicators, ready to choose the message substance and style that best suits the reason and beneficiary of a message.For the accomplishment of any business or an association it is crucial that the managers must have this ability on the grounds that it acquires nature of work any association. A compelling and proficient communication framework requires managerial capability in conveying, accepting messages and to keep up a successful communication framework in the association.Viable communication helps us better comprehend an individual or circumstance and empowers us to determine contrasts, construct trust and regard, and make situations where inventive thoughts, critical thinking, friendship, and minding can thrive. As basic as correspondence appears to be, a lot of what we attempt to impart to othersand what others attempt to convey to usgets misconstrued, which can result in clash and disappointment in individual and expert connections.Effective Communication is significant for managers in the organizations so as to perform the basic functions of management, i.e., Planning, Organizing, Leading and Controlling. Communication helps managers to perform their jobs and responsibilities. Communication serves as a foundation for planning. All the essential information must be communicated to the managers who in-turn must communicate the plans so as to implement them. Organizing also requires effective communication with others about their job task. Similarly leaders as managers must communicate effectively with their subordinates so as to achieve the team goals. Controlling is not possible without written and oral communication. Managers devote a great part of their time in communication. They generally devote approximately 6 hours per day in communicating. They spend great time on face to face or telephonic communication with their superiors, subordinates, colleagues, customers or suppliers. Managers also use Written Communication in form of letters, reports or memos wherever oral communication is not feasible.1.1 Relevance and Significance of the studyCommunication is central to the entire management process as communicationpromotesmotivationby 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 asource of informationto the organizational members for decision-making process as it helps identifying and assessing alternative course of actions. Communication also plays a crucial role inaltering individuals attitudes, i.e., a 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 employees attitudes. Communication alsohelps in socializing. In todays 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 incontrolling process. It helps controlling organizational members 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.1.2 Purpose of the studyThe purpose for this report was to comprehend the adequacy of business communication in Tata Consultancy Services Ltd and the significance it has on the objectives of Individuals. All the types of communication are vital to a business. The written communication can serve as a record of sorts while the telephone discussions can encourage the start of an incredible business relationship. The in-individual communication will likewise help to further advance the business standards. Vis--vis communication is particularly critical between the organizations and their clients. This is the thing that holds them for returning over a long period of time and what can put the business in the bleeding edge of numerous circumstances that are ideal for gaining and looking after clients. Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions. Cultural differences, which arethe norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings. Thus, the reason for this study is to examine the present communication framework at TCS. Also recognize errors, if any while admiring the part business communication has played in the achievement of the organization in this way.1.3 Research ObjectivesThe present study seeks to measure the following objectives:1. To examine the internal communication effectiveness at TCS.2. To examine the external communication effectiveness at TCS.3. To examine the cross cultural communication effectiveness at TCS.4. To examine the interpersonal communication effectiveness at TCS.5. To come out with suggestions to improve the communication effectiveness at TCS.

1.4 Brief Outline of ChaptersFirstly, in chapter 1, we discusses the significance of communication and its importance in the business environment. It means to advance the point that communication in business is one of the critical parts of building up a successful organization. The part further spotlights on how individuals in the organization speak with one another, and how it can add to or allay clash and misconceptions. Beyond essentially conversing with each other, communication in business relates to a bigger target in organizations. Secondly, Chapter 2 explores the various tools used to evaluate the communication system at TCS. With the help of a survey, we hope to get an insight into the internal and external communication of the company. Then in chapter 3 we look through a literature review, where we consider the critical points of current knowledge including substantive findings, as well as theoretical and methodological contributions to the study of business communication. Then chapter 4 covers the analysis part which covers the internal, external, cross cultural and interpersonal communication effectiveness at TCS on the basis of data collected through survey. The last chapter concludes the study by outlining the important points we have discovered during the course of conducting the survey and analysing it with the help of other literature on the subject of business communication. It offers an understanding of the inter-departmental communication, the communication with the stakeholders and the bottlenecks in the process.1.5 KeywordsCommunication, organization, Internal Communication, External Communication, Cross cultural Communication, Interpersonal Communication, Suggestions, Findings.

CHAPTER 2: METHODOLOGY

My research required to study the current code for both inter and intra business communication at TCS. To achieve this goal, I interviewed 10 employees of TCS at its Corporate Office GG 5 _4A, Tower A-4th floor Building No 6,DLF Cyber City Developers LTD SEZ,Sector 24 & 25 A, DLF Cyber City,Gurgaon, Haryana -122002.The method for research is Exploratory Research.2.1 Universe of StudyTCS has its present offices in many countries across North America, South America, Europe, Asia, Middle East, Africa, Australia and New Zealand.In India it has its presence in 19 cities across India including its corporate office in Gurgaon.2.2 Locale of StudyThis study has been limited to understanding the flow of internal and external communication of the organisation in India. The locale of the study has been mainly the corporate office of TCS, Gurgaon office.The Gurgaon office is chosen as it is the Corporate office, thus having employees from across India enhancing the diversity at the office. 2.3 Sample Size and Sampling Techniques The research has been carried out with the help of a questionnaire and responses of the employees have been analysed for deriving conclusions regarding the effectiveness of communication.The questionnaire has been floated in the main office of TCS in Gurgaon and to only few employees.Responses from 10 people working at TCS, Gurgaon were obtained for the questionnaire and the data was collected to be analysed.

Table 2.1: Classification of Samples on the basis of category

GenderMale Female

73

DepartmentBanking and Financial ServicesEnergy Oil and GasHealthcare

532

Here Convenient Sampling method was used where three departments were selected randomly and then employees within the departments. Convenient Sampling was used as it would eliminate any kind of bias from the researchers side for obtaining the responses.

2.4 Data CollectionThe study was conducted by utilising information from both, primary and secondary sources.

PRIMARY SOURCEFor the purpose of collecting information from the company an in depth questionnaire was designed .It covered all the aspects of business communication crucial to the analysis. It comprised of only closed end questions.*(A copy of the questionnaire has been enclosed)The questionnaire was made according to the following factors: Nature of Communication Cross Culture Dimensions of Organization Legal Aspects of Organization Barriers to Communication Intra-organizational Communication Intrapersonal Communication Miscellaneous

Sample questionnaire in the appendix section A

SECONDARY SOURCESecondary Resource was collected through a wide variety of mediums such as Newspaper reports Journals Research papers Articles

2.5 Data Analysis Data collected from the respondents has been codified qualitatively and quantitatively. Major statistical tools could not be used as the sample size is small. Scales used in the questionnaire for the survey was mainly the 5 point likert scale. There were 43 questions in all spread across the sections such as internal, external, cross cultural and interpersonal communication. Thus through this survey, we are gauging the effectiveness of business communication at TCS.

2.6 Research Experience

Although the work was tedious as I had to carry out a comprehensive study about the effectiveness of business communication at TCS, there was a lot of learning as I went through with the project that will help in the future endeavours of the career.

CHAPTER 3: LITERATURE REVIEWChapter 3 discusses the details of the literature reviewed for carrying out the analysis.Aliterature reviewis a text of a scholarly paper, which includes the current knowledge including substantive findings, as well as theoretical and methodological contributions to a particular topic. Literature reviews usesecondary sources, and do not report new or original experimental work. The review should describe, summarise, evaluate and clarify this literature. It should give a theoretical base for the research and help (the author) determine the nature of research.The chapter has been divided into two sections:1) Literature Reviewed2) History & Growth of the Company

3.1 Research on Business Communication[1]A review of relative literature to the research problem found that there are a number of variables effecting communication that can lead to either lack of communication, ineffective communication, or misrepresentation of the message trying to be sent and creating barriers in the communications process. Communication skills are very important for success. Message must be transmitted effectively and with influence. (Palazzolo, 2008).

[2]Communication is the exchange and flow of information and ideas from one person to another. It involves a sender transmitting an idea to a receiver. Effective communication occurs only if the receiver understands the exact information or idea that the sender intended to transmit. Many of the problems that occur in an organization are the direct result of people failing to communicate. Leaders of organizations who keep everything inside or cannot communicate a message leave individuals to their devices to try and figure out what they may, or may not, want. This is a failure of leadership and communication (Baldoni, 2003).

[3]A typical communications model has five elements: a sender, a message, a medium, a receiver, and a feedback process. The sender has information that they are wishing to deliver and share through a method of communication. The message is the information being communicated. The medium is the method the sender chooses to transmit or share the information. The receiver is the recipient of the message and the feedback process allows the sender to know that the message was received and understood (Smoke, 2005). [6]If one of these components of the communication model is not present, then the communications process or message trying to be conveyed could become misunderstood, or communicated in a manner that the sender did not intend. Many of the breakdowns in communications throughout organizations has had one of these components missing that has led to the miscommunication, lack of communication, or some barrier affecting the communication. Many times, different barriers negatively affect the communications process and impede the message trying to be sent. Some of these barriers include the use of an inappropriate medium, incorrect grammar, words that conflict with body language, or lack of feedback pertaining to the message being sent (Sanchez, 2008).

[4]Non-verbal communication in the messages being sent, greatly influence how messages are received through the course of the communications process. People inherently have different ways of expression or body language to assist in the transmission of a message. Effective communication is a total package. It must be a perfect combination of body language, positive vocal inflection and eloquent, meaningful words delivered with a sincere smile (Wilson, 2008, p. 33). These visible cues, such as hand gestures, facial expressions, and looking directly at the sender of the message when it is begin conveyed provide immediate feedback for the sender to process.

[5]Non-verbal communication, or our body language, can often communicate ones thoughts or feelings more honestly than verbal communications. Our eyes, hands, and bodies send and receive communication signals constantly. Many people may cross their arms and legs and orient their bodies in specific withdrawal postures to shut out those who are perceived as threatening, and many people use the power of touch to emphasize or bring more emotion to a subject matter during conversation. The worlds best business communicators have strong body language reflecting a commanding presence, confidence, and competence. This, in part, is due to the fact that only 7% of communication actually involves words. Fifty-five percent of communication involves some type of body language, and thirty-eight percent of communication involves vocal cues such as pitch, speed, volume, reflection, and tone of your voice (Gallo, 2007).

[6]Messages and communications can be sent formally or informally. Formal communications are typically vertical, follow the authority chain, and are limited to task related communications. Examples of formal communications are Department letters, memos, or fact-to-face communications. Informal communications moves about in many directions within the organization and is likely to satisfy group members social needs as it is to facilitate task accomplishments. Examples of informal communications include the grapevine, otherwise known as Department gossip, email, and instant messaging (Benton, et al, 2002). Both types of communication serve a purpose for each organization. However, no matter what type of process is used to communicate a message, their needs to be as little distortion as possible to receive the message as intended.

3.2 Company History and GrowthTata Consultancy Services Limited(TCS) is an Indianmultinationalinformation technology (IT) service, consulting and business solutions company headquartered inMumbai,Maharashtra.TCS operates in 46 countries.It is a subsidiary of theTata Groupand is listed on theBombay Stock Exchangeand theNational Stock Exchange of India. TCS is the largest Indian company bymarket capitalization($80 billion)and is thelargest India-based IT services companyby 2013 revenues.TCS is now placed among the Big 4 most valuable IT services brands worldwide.In 2013, TCS is ranked 40th overall in theForbesWorld's Most Innovative Companies ranking, making it both the highest-ranked IT services company and the top Indian company.It is the world's 10th largest IT services provider, measured by the revenues.Products and servicesTCS and its 67 subsidiaries[60]provide a wide range of information technology-related products and services including application development, business process outsourcing, capacity planning, consulting, enterprise software, hardware sizing, payment processing, software management and technology education services.[61]Its established software products areTCS BaNCSandTCS MasterCraft.Service linesTCS' services are currently organised into the following service lines (percentage of total TCS revenues in the 2012-13 fiscal year generated by each respective service line is shown in parentheses): Application development and maintenance (43.80%); Asset leverage solutions (2.70%); Assurance services(7.70%); Business process outsourcing (12.50%); Consulting (2.00%); Engineering and Industrial services (4.60%); Enterprise solutions (15.20%); and IT infrastructure services (11.50%).[61]OperationsTCS have 230 offices across 46 countries and 147 delivery centers in 21 countries.[3]At the same date TCS had a total of 58 subsidiary companies.

CHAPTER 4: ANALYSIS This Chapter focus on analysis of data and in depth study carried out at TCS Ltd. 4.1 Internal CommunicationFigure 4.1: Methods of Communication at TCS

The data shows that the face to face communication forms the major part of communication in the organization followed by written communication which majorly includes letters, memos, notices etc; which is followed by electronic communication and telephone calls. Figure 4.2: Free-flow of Information Upward/Downward/Horizontal The data showed that most of the employees were freely able to communicate with their sub ordinates, while their there was a worry among the employees when the communication to their higher ranked mangers came to point.Table 4.2 Effectiveness of the tools of Communication at TCSNo. of employees who ticked the responsesVery Ineffective Somewhat Ineffective

Neither Effective nor Ineffective Effective

Extremely Effective

E-mail 02242

The company intranet 12331

Company publications12331

Memos01441

Meetings 01441

Telephone23221

Email proved to be the most effective tool of communication in the organization E-mail is used for speedy, cost effective and paper less communication while Telephone proved to be the most ineffective form of communication at TCS as there was no formal record of the conversation and that posed problem with the validity of content of the talk to be implied in the working of the company in important decision making situations.4.2 External CommunicationExternal communicationis the transmission of information between a business and another person or entity in the company's external environment. Examples of these people and entities include customers, potential customers, suppliers, investors, shareholders, and society at large.A business typically engages in different strategies in managing its external communications. The approach used will vary by circumstance, purpose, and the intended recipient. For example, a business will communicate differently if it is communicating with potential investors, its shareholders, or its customers.Bad news is communicated differently than good news. For example, an oil company will communicate about an oil spill differently than its joint venture with another company to develop alternative fuels.Figure 4.3: Proper mechanism employed to monitor relevant external information

As per the responses of the employees, the effectiveness of the communication with external stakeholders was good. There was no formal training given to the employees at TCS to differentiate between the internal and external stakeholders for communication. 4.3 Cross Cultural CommunicationIt's no secret that today's workplace is rapidly becoming vast, as the business environment expands to include various geographic locations and span numerous cultures. What can be difficult, however, is understanding how to communicate effectively with individuals who speak another language, or who rely on different means to reach a common goal.Cross-cultural communication in an organization deals with understanding different business customs, beliefs and communication strategies. Language differences, high-context vs. low-context cultures, nonverbal differences and power distance are major factors that can affect cross-cultural communication.At TCS no special training for cross cultural communication is given to the employees. The employees have to themselves learn to dwell in the environment.All the 10 employees agreed to have communicated with an employee of different culture.

Figure 4.4: Cross cultural communication

4.4 Interpersonal CommunicationInterpersonal communication involves interchanging ideas with others using an assortment of methods, such as words, gestures, voice tone, facial expression and body posture. Interpersonal skills are the lifeblood of organizations because effective communication dictates operational efficiency and facilitates teamwork. It underlies the efficiency of key business functions such as managing, training, selling and resolving conflicts within an organization.

Figure 4.5: Interpersonal Communication

4.5 Informal CommunicationA casual form of information sharing typically used in personal conversations with friends or family members. Within a business environment, informal communication is sometimes called the grapevine and might be observed occurring in conversations, electronic mails, text messages and phone calls between socializing employees.Finding was that informal communication between the employees formed a comprehensive part for the communication between the employees. 4.6 Business MeetingCompanies use business meetings to review company information or establish new operating principles. Most meetings are directed by management, and time is spent helping employees understand the company financial health or operations which may be one of the organizational, operational or departmental meetings. Meetings may occur face to face or virtually, as mediated by communications technology, such as a telephone conference call, a skyped conference call or a videoconference. At TCS, meetings are generally held bi-weekly.

Figure 4.6: Business Meeting Agenda

4.7 Barriers to Communication2 Emotional barriers and taboos.Some people may find it difficult to express their emotions and some topics may be completely 'off-limits' or taboo. 3 Lack of attention, interest, distractions, or irrelevance to the receiver.(See our pageBarriers to Effective Listeningfor more information).4 Differences in perception and viewpoint.5 Physical disabilities such as hearing problems or speech difficulties.6 Physical barriers to non-verbal communication.Not being able to see the non-verbal cues, gestures, posture and general body language can make communication less effective.7 Language differences and the difficulty in understanding unfamiliar accents.8 Expectations and prejudices which may lead to false assumptions or stereotyping. People often hear what they expect to hear rather than what is actually said and jump to incorrect conclusions.9 Cultural differences. The norms of social interaction vary greatly in different cultures, as do the way in which emotions are expressed. For example, the concept of personal space varies between cultures and between different social settings.

Cultural and perceptual barriers were the main causes for ineffective communication between the employees.

CHAPTER 5: CONCLUSION AND FINDINGS

The analysis of this study revealed that there is a significant correlation between the personnel communication skills and decision-making process. Listening skills is ranked the highest communication format. The objective of communication must be clear. In addition, this study revealed that nonverbal messages enhanced the effectiveness of the communication process.5.1 Major Findings Almost all regular modes of communication are present and utilized at TCS. However, e-mails and phone calls are the most commonly used ones. E-mail is used for speedy, cost effective and paper less communication. Theres a set format for reports, memos, minutes and presentations. This makes it easy to communicate with colleagues in different parts of the world. An online employee magazine is circulated to all employees to keeps them updated with companys visions and goals. Time and again Top down Communication attempts has failed. The message perceived is different than what it originally meant. Choosing the right channel to get a certain message through to a certain audience seldom proves to be a difficult task. Appraisal system is transparent. It also makes the work of a manager to TCS Ltd the message a lot easier as these performance appraisals are often considered as bad messages by the receiver. However, due to a large number of employees, managers have reported on finding the task of providing appraisals quite challenging.

5.2 Suggestions based on the findings Communication should adhere to the 7Cs of communication. Documentation of work is important as it ensures legitimacy of the work and smoother transition. Upward communication sometimes is more important than downward communication. It conveys the real scenario of the employee satisfaction. Upward communication can also be treated as a source of new ideas and creative problem solving. Integration of different report generating softwares into a universal format of reporting across all teams for the same kind of work. HR should help employees by circulating specific format for different types of business letters to maintain unanimity. Top down communication has failed as the intended message does not reach the audience. The CEO should hold town hall meetings every quarter instead of having it twice in a financial year. Minutes of meeting should be mandatory for all important internal meetings. Orientation programme for new joiners should emphasise on training on written business communication. 5.3 Limitations of the Study Sample Size Constraint Though the respondents were chosen from various levels and departments a bigger sample size would have helped more.5.4 Further Scope of the studyFor better and more accurate results research can be conducted on larger segment next time. People from different branches can be approached to get a broader view of communication channels and mediums used.

TCS

2