Strategies of successful interpersonal communication

Assignment Report of Business Communication

On

Coca Cola Beverages Pakistan Limited

Student ID:-

MBA ( HRM))

Submission Date:.

SUBMITEDTO :

Page | 1

SUBMİTTED BY :- ASİF HUSSAİN

[COCA-COLA BEVERAGES PAKISTAN LTD ]

DEDICATION

I want to dedicate my work to my parents, and all my friends for being with me and helping me in each and every difficulty I faced in this internship

completion and to my Instructor and all those who taught me, trained me and polished my abilities at Virtual University Of Pakistan and my Internship

place Coca-Cola Beverages Pakistan Ltd.

2


ACKNOWLEDGEMENT

All the praises are for Almighty ALLAH. By the grace of whom, I have completed my

internship successfully.

I would like to acknowledge and extend my heartfelt gratitude to the following persons

who supported me throughout my great experience of the report and provided me moral

support and helped me whenever I needed.

My course instructor, who helped me throughout my report and my semester.

Management of Coca-Cola Beverages Pakistan Limited, Sialkot for providing me

the great opportunity of report and all necessary information and material

regarding my report.

Whom I come to contact during the course of my internship as well as preparation

of this report. I am fortunate to have many excellent seniors and colleagues who

provided much useful advice with their knowledge & experience.

At the end, I am very obliged to my family and friends who were always there by my side

to guide me and gave me courage that I can do the best in my life.

ABSTRACT3


Talking to people is often a lot more complex than it sounds. While most of us can talk to

nearly anyone, talking to people effectively, using strategic interpersonal

communications tools, takes study and preparation. It's surprising how often we fail to

really communicate with other people. Acquiring interpersonal communication skills and

knowledge with help improve communications with co-workers, constituencies, and

members of your own family.

Interpersonal communication is the process by which people exchange information,

feelings, and meaning through verbal and non-verbal messages: it is face-to-face

communication. Interpersonal communication is not just about what is actually said - the

language used - but how it is said and the non-verbal messages sent through tone of

voice, facial expressions, gestures and body language.

When two or more people are in the same place and are aware of each other's

presence, then communication is taking place, no matter how subtle or

unintentional. Without speech, an observer may be using cues of posture, facial

expression, and dress to form an impression of the other's role, emotional state,

personality and/or intentions. Although no communication may be intended, people

receive messages through such forms of non-verbal behaviour.

In this study we tried to discuss the importance of the communication and especially of

the itepersonal communication with the reference of business sector. For the practical

study i choose the respected organization of the COCA COLA COMPANY, of wich i am

also a part.

I tried to share my knowledge with all of you, I am hopefull that this attemt of mine will

be appreciated.

INTRODUCTION OF ORGANIZATION BUSINESS SECTOR

4


There are four key economic business sectors:

Primary sector: - Engaged in raw material extraction such as mining and farming.

Secondary sector: - Involves refining, construction and manufacturing.

Tertiary sector: - Deals with services such as law and medicine and distribution of manufactured goods

Quaternary sector: - Relatively new type of knowledge industry focuses on technological research, design and development such as computer programming and biochemistry.

According to the above scenario, CCBPL falls in the secondary sector as the main function of CCBPL is manufacturing soft drinks to refreshes its customers.

Beverage:-

“A liquid made up of particular ingredients to develop the taste and refreshment is known as beverage.”

Beverage Industry in Pakistan:

Pakistan beverage industry has the international names offering the best quality

beverages across the country. It is an industry in which players continuously innovate, in

order to come up with better products as compared to the competitors to gain more

consumers and satisfy the existing consumers. Now-a-days beverages become an

important part of the lives of people as it is a consumer consumable good. Usage of soft

drinks is become a trend now a days.

5


Introduction

Internationally:

Coca-Cola laid the foundation of the beverage industry when it was formed in May 1886

in Atlanta. However it was not until 1895 that the idea of selling coke in bottles was

introduced. With the passage of time Coca-Cola gained popularity and its product began

to get recognized internationally. Thus from its mere beginning in 1886 Coca-Cola has

now been transformed into a strong multinational with its product being currently

recognized all over the world. Coca-Cola, in fact, has now become one of the most

famous and widely consumed brands in the world. It has not only established its footings

in the beverage industry but is currently heading the list of the most financially sound

companies in the world

Pakistan:

The Coca-Cola Company is a global company with some of the world's most widely

recognized brands, the Coca-Cola business in Pakistan has completed its 50 years of

operation. The beverages are produced locally, employing Pakistani citizens. And their

product range and marketing reflects Pakistani tastes and lifestyles, and they are deeply

involved in the life of the local communities in which they operate.

Mr. John Seward is the current of CCI at CCBPL plants in Pakistan. The Coca Cola

international was established in Atlanta in 1886. Currently Coca Cola international is

conducting its operations in more than 200 countries around the world. The numbers of

employees who are working with Coca Cola international are 92,400 worldwide. In

Pakistan CCBPL is conducting its operations from last 58 years. In Pakistan, CCBPL

started its business in 1953. CCBPL stands for Coca Cola Beverages Pakistan ltd.

6


VISION

“To become a market leader in ready to drink segment while adding best-in-class value to all stakeholders”

MISSION

“Coca-Cola Pakistan exists to refresh the consumers, inspire moments of optimism through our brands and actions as well as benefit all stakeholders, which we will do with highest social responsibility and with uncompromising commitment towards quality of

our products and integrity in our operations”

VALUES

We value and respect our people We communicate openly We have integrity We win as a team We drive quality and innovation We are accountable

7


PRODUCTS

Coca Cola Beverages Pakistan has the following brands in different packs for the convenience of its customers in Pakistan.

Brands:

Coca-Cola® Coke Diet® Fanta®

Sprite 3G® Sprite® Sprite Zero®

Two type of juices are also been introduced in Pakistan

Pulpy Orange®

Pulpy Tropical®

Coca Cola Beverages Pakistan has introduced mineral water as well

Kinley®

Competitors:8


There are many different competitors in the market but the PEPSI is the main competitor of Coca Cola Beverages. Let’s have a look at the brands of PEPSI which are competing the brands of Coca Cola in the market.

Pepsi® Miranda® Mountain Dew®

7UP® 7UP Zero® Teem®

Pepsi has introduced the following brand to compete the juices of Coca Cola Beverages.

Slice®

Pepsi has introduced mineral water as well to compete the kinley.

Aquafina®

Pepsi has introduced its energy drink in two flavors as well to attract the customers

Sting®

INTRODUCTION TO THE TOPIC

What is communication?

Communicating and communication are complex interactions with a variety of

definitions. A short definition is that communication is a process in which a person,

through language, signs and symbols, conveys a message to another person.

Communication.

– An interpersonal process of sending and receiving symbols with messages

attached to them.

Key elements of the communication process:

– Sender.

– Message.

– Communication channel.

– Receiver.

– Interpreted meaning.

9


– Feedback.

Types of communication

Now that we have a better understanding of the communication process, we will now

focus on the various types of communication – some of which we have already

mentioned above:

1-verbal

2- Non-Verbal

3- Listening

Interpersonal Communication Skills

What are interpersonal communication skills?

Verbal & non-verbal interactions in one-on-one & small-group settings. Also known as

“people skills” or “soft skills”. Ranked in a survey as the most important requirement for

successful job performance.

Although interpersonal communication can encompass oral, written, and nonverbal

forms of communication, the term is usually applied to spoken communication that takes

place between two or more individuals on a personal, face-to-face level• We will cover

oral and one-to-one communication.

Communication scholars define Interpersonal communication in numerous ways,

usually describing participants who are dependent upon one another. It can involve one

on one conversations or individuals interacting with many people within a society. It

helps us understand how and why people behave and communicate in different ways to

construct and negotiate a social reality. While interpersonal communication can be

defined as its own area of study, it also occurs within other contexts like groups and

organizations. Interpersonal communication is the process that we use to communicate

10


our ideas, thoughts, and feelings to another person. Our interpersonal communication

skills are learned behaviors that can be improved through knowledge, practice, feedback,

and reflection.

Interpersonal communication includes message sending and message reception between

two or more individuals. This can include all aspects of communication such as listening,

persuading, asserting, nonverbal communication, and more. A primary concept of

interpersonal communication looks at communicative acts when there are few individuals

involved unlike areas of communication such as group interaction, where there may be a

large number of individuals involved in a communicative act.

Individuals also communicate on different interpersonal levels depending on who they

are engaging in communication with. For example, if an individual is communicating

with a family member, that communication will more than likely differ from the type of

communication used when engaged in a communicative act with a friend or significant

other.

Overall, interpersonal communication can be conducted using both direct and indirect

mediums of communication such as face-to-face interaction, as well as computer-

mediated-communication. Successful interpersonal communication assumes that both the

message senders and the message receivers will interpret and understand the messages

being sent on a level of understood meanings and implications.

Context

Context refers to the conditions that precede or surround the communication. It consists

of present or past events from which the meaning of the message is derived, though it

may also, in the case of written communications, depend upon the statements preceding

and following the quotation in question. Immediate surroundings may also color the

perceived meaning of words; normally safe discourse may easily become contextually

ambiguous or offensive in a restroom or shower hall. These influences do not constitute

the message by themselves, but rather these extraneous nuances subtly change the

11


message's effective meaning. Ultimately, context includes the entire world, but usually

refers to salient factors such as the following:

Physical milieu

the season or weather, current physical location and environment

Situational milieu

classroom, military conflict, supermarket checkout

Cultural and linguistic backgrounds

Developmental progress (maturity) or emotional state

Complementary or contrasting roles

boss and employee; teacher and student; parent, child, and spouse; friend or enemy; partner or competitor.

Elements of Interpersonel Communication:

Much research has been done to try to break down interpersonal communication into a

number of elements in order that it can be more easily understood. Commonly these

elements include:

The Communicators

For any communication to occur there must be at least two people involved. It is easy to

think about communication involving a sender and a receiver of a message. However, the

problem with this way of seeing a relationship is that it presents communication as a one-

way process where one person sends the message and the other receives it.

In fact communications are almost always complex, two-way processes, with people

sending and receiving messages to and from each other. In other words, communication

is an interactive process.

12


The Message

Message not only means the speech used or information conveyed, but also the non-

verbal messages exchanged such as facial expressions, tone of voice, gestures and body

language. Non-verbal behavior can convey additional information about the message

spoken. In particular, it can reveal more about emotional attitudes which may underlie the

content of speech.

Noise

Noise has a special meaning in communication theory. It refers to anything that distorts

the message, so that what is received is different from what is intended by the speaker.

Whilst physical 'noise' (for example, background sounds or a low-flying jet plane) can

interfere with communication, other factors are considered to be ‘noise’. The use of

complicated jargon, inappropriate body language, inattention, disinterest, and

cultural differences can be considered 'noise' in the context of interpersonal

communication. In other words, any distortions or inconsistencies that occur during an

attempt to communicate can be seen as noise.

Feedback

Feedback consists of messages the receiver returns, which allows the sender to know how

accurately the message has been received, as well as the receiver's reaction. The receiver

may also respond to the unintentional message as well as the intentional message. Types

of feedback range from direct verbal statements, for example "Say that again, I don't

understand", to subtle facial expressions or changes in posture that might indicate to the

sender that the receiver feels uncomfortable with the message. Feedback allows the

sender to regulate, adapt or repeat the message in order to improve communication.

Context

All communication is influenced by the context in which it takes place. However, apart

from looking at the situational context of where the interaction takes place, for example

13


in a room, office, or perhaps outdoors, the social context also needs to be considered, for

example the roles, responsibilities and relative status of the participants. The emotional

climate and participants' expectations of the interaction will also affect the

communication.

Channel

The channel refers to the physical means by which the message is transferred from one

person to another. In face-to-face context the channels which are used are speech and

vision, however during a telephone conversation the channel is limited to speech alone.

Strategies of Successful Interpersonal Communication Skills

Effective communication skills are fundamental to success in many aspects of life.

Lots of jobs require strong communication skills and socially people with improved

communication skills usually have better interpersonal relationships. Effective

communication is a key interpersonal skill and by learning how we can improve our

communication has many benefits.

Communication is a two way process so improving communication involves both

how we send and receive messages. Here are some strategies for improving

interpersonal communication skills;

Empathise

Empathy is trying to see things from the point-of-view of others. When communicating

with others, try not to be judgmental or biased by preconceived ideas or beliefs - instead

view situations and responses from the other person’s perspective. Stay in tune with your

own emotions to help enable you to understand the emotions of others. If appropriate,

offer your personal viewpoint clearly and honestly to avoid confusion. Bear in mind that

some subjects might be taboo or too emotionally stressful for others to discuss.

14


Encourage

Offer words and actions of encouragement, as well as praise, to others. Make other

people feel welcome, wanted, valued and appreciated in your communications. If you let

others know that they are valued, they are much more likely to give you their best. Try to

ensure that everyone involved in an interaction or communication is included through

effective body language and the use of open questions. (More on body language and non-

verbal communication and questioning)

Learn to Listen

Listening is not the same as hearing; learn to listen not only to the words being spoken

but how they are being spoken and the non-verbal messages sent with them. Use the

techniques of clarification and reflection to confirm what the other person has said and

avoid any confusion. Try not to think about what to say next whist listening; instead

clear your mind and focus on the message being received. Your friends, colleagues and

other acquaintances will appreciate good listening skills.

Focused Listening

Practice the habit of really focusing on an individual when they talk to you. Stop moving.

Square your shoulders to the person. Look them in the eye. Give them all your attention

and focus. Not only are you more likely to hear the words they are saying, but you will

send signals to the speaker that you are in fact listening, engaged, and interested in what

they have to say.

Focused Hearing

Listening and hearing are really two separate skills. You can listen to a lot of talk, but

you may not actually hear what is being said to you. Focused hearing means turning off

your silent mental comments and reactions while the speaker is speaking. You need to be

in hearing mode, not "I'm-thinking-of what-I'm-feeling-while-you-are-talking" mode.

You can't hear and talk to yourself at the same time.

15


Gentle Interruptions

If you feel the need to remember something that has just been said to you, rather than

making a mental note--and missing information---put your finger up, and ask the speaker

to pause "for just a second while I write something down about what you just said that

was very important to me." This will enforce a speaker's feeling that you really are

listening. You can also use this tactic to cut off or slow down a compulsive talker.

Balancing the Conversation

Once you've listened to the speaker, you can usually answer with your information or

reactions. If the other person tries to interrupt you too hastily, raise your hand up, palm

facing the other person, and say calmly, "I want to hear your reaction. But please let me

finish my last thought first." Wrap up what you had to say in one or two more sentences,

and invite the other person to interject. Cut them off gently, and provide more, new

information, and then hand the "floor" back to them. Be as generous as you can with

speaking time, even if you disagree with the speaker's position.

Nonverbal Communications

Learn the common nonverbal signals all humans employ to communicate emotions while

speaking or listening. Researchers agree that when a person is not telling the truth, they

tend to cast their eyes up and to the left. When a person is remembering an event easily

and truthfully, they cast their eyes up and to the right or look straight ahead. When a

person is having trouble recalling something or is unsure they are correct, they will cast

their eyes down and to the right. When they are in total disagreement with you, they will

listen and speak with their eyes cast down and to the left. These nonverbal "tells" are

related to right and left brain functions.

The Power Of Touch.

Reaching out and touching someone while they, or you, are speaking helps "sell" an idea

or anchor a point. While it's not always appropriate to touch other people in conversation,

16


when it is appropriate, it can be very powerful. Many people will be able to remember

and connect with something you said at that moment just a few seconds after you reached

out and touched them on the hand, arm, or shoulder.

Be Aware of Others' Emotions

Be sympathetic to other people's misfortunes and congratulate their positive landmarks.

To do this you need to be aware of what is going on in other people’s lives. Make and

maintain eye contact and use first names where appropriate. Do not be afraid to ask

others for their opinions as this will help to make them feel valued. Consider the

emotional effect of what you are saying and communicate within the norms of behavior

acceptable to the other person. Take steps to become more charismatic.

Treat People Equally

Always aim to communicate on an equal basis and avoid patronizing people. Do not talk

about others behind their backs and try not to develop favorites: by treating people as

your equal and also equal to each other you will build trust and respect. Check that

people understand what you have said to avoid confusion and negative feelings.

Encourage open and honest feedback from the receiver to ensure your message is

understood and to avoid the receiver instead feeding back what they think you want to

hear. If confidentiality is an issue, make sure its boundaries are known and ensure its

maintenance.

Attempt to Resolve Conflict

Learn to troubleshoot and resolve problems and conflicts as they arise. Learn how to be

an effective mediator and negotiator. Use your listening skills to hear and understand

both sides of any argument - encourage and facilitate people to talk to each other. Try

not to be biased or judgmental but instead ease the way for conflict resolution.

17


Communicate Effectively

Do not say the first thing that comes into your mind but instead take a moment and pay

close attention to what you say and how you say it. Focus on the meaning of what you

want to communicate. Aim to increase understanding by considering how your message

might be received by the other person. By communicating clearly, you can help avoid

misunderstandings and potential conflict with others. By speaking eloquently you will

come across as more intelligent and mature. Also be aware of the messages you are

sending via non-verbal channels: make eye contact and avoid defensive body language.

Present information in a way that it’s meaning can be clearly understood. Pay particular

attention to differences in culture, past experiences, attitudes and abilities before

conveying your message. Avoid jargon and over-complicated language; explain things as

simply as possible. Request clarification if unclear about a message. Always avoid racist

and sexist terms or any language that may cause offence. (More on Verbal and Non-

verbal communication also see Effective Speaking and Building Rapport.)

Use Humor

Laughing releases endorphins that can help relieve stress and anxiety; most people like to

laugh and will feel drawn to somebody who can make them laugh. Don’t be afraid to be

funny or clever, but do ensure your humor is appropriate to the situation. Use your sense

of humor to break the ice, to lower barriers and gain the affection of others. By using

appropriate humor you will be perceived as more charismatic.

Maintain a Positive Attitude and Smile

Few people want to be around someone who is frequently miserable. Do your best to be

friendly, upbeat and positive with other people. Maintain a positive, cheerful attitude to

life: when things do not go to plan, stay optimistic and learn from your mistakes. If you

smile often and stay cheerful, people are more likely to respond positively to you.

18


Minimize Stress

Some communication scenarios are, by their nature, stressful. Stress can however be a

major barrier to effective communication; all parties should try to remain calm and

focused. For tips and advice about stress relief and avoidance see our article - Avoiding

Stress.

Only Complain when Absolutely Necessary

People will not be drawn to you if you are constantly complaining or whining. If

something makes you angry or upset, wait for a few hours and calm down before taking

action. If you do complain, do so calmly, try to find some positive aspects to the

situation and avoid giving unnecessary criticism.

Factors influencing effective communicationThe interpersonal communication skills need to discuss some of the factors that influence

our daily communication in our personal and professional lives. These factors are

certainly not inclusive and are meant only to generate discussion and further reflection on

what impacts our communication skills and practices.

Special needs / accessibility Recognize that some participants with visual, aural and physical disabilities.

Ensure that you provide an accessible location and environment for all participants.

Environment / setting Room size

Seating arrangement

Temperature

Lighting

19


Audio/visual

Group size

Side conversations

Chairperson’s abilities

Literacy skills:

Recognize different literacy levels

Present using various methods

Cultural factors Learn cultural background of participants/audience

Reveal your cultural needs to speaker,

Adjust to differences.

Tone Way you communicate can impact the message

Respect respect organizational structure and protocols

Gender neutrality respect gender-neutral guidelines in writing and communicating

Jargon minimize jargon

Avoid acronyms.

20


PRACTICAL STUDY OF THE ORGANIZATION

Current Organizational Hierarchy Chart

COMMUNICATION SYSTEM AND CULTURE IN THE CCBPL

21


THE COCA COLA COMPANY has a great history and is respectable organization in the

business sector. The company employees a large number of personnel both directly and

indirectly. The workforce has diversity in many aspects so the communication culture has

to be strong and flexible enough to accommodate all employees.

As we all know that CCBPL is a part of a global beverage producing organization, it has

an organized structure and a significant business and corporate culture.

The communication, especially interpersonal communication in the CCBPL can be

classified into two main aspects,

1- Internal communications

This includes the communications in between the company’s various departments,

officials, staff, employees, and between various production units of the CCBPL. Internal

communication includes:

1- Messages.

2- Email

3- Fax

4- Telephone

5- Presentations

6- Training and development sessions

7- Official meetings

2- External communications

This includes the communication with the consumers, distributors, market personnel,

business associates, legal communications, and marketing and publicity advertisements.

This includes:

1- Market research

2- Public dealings

22


3- Official dealings

4- Business dealings

5- Dealings with government

6- Social responsiveness

7- Social media

INTERPERSONAL COMMUNICATION IN CCBPL

Interpersonal 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.

Coca Cola Beverages Pakistan Limited utilize all chanels of communication Verbal, Non verbal

to communicate with its staff, employees, management, market and consumers. Also it plans its stategies of communication accordind to need of its business. We explained some of the aspects of its communication culture as under:

Management

Both employees and customers can become confused or irritated by managers' poor

interpersonal skills. Interpersonal skills are important to managers charged with building

workplace trust and cooperation from staff members who are collectively accountable for

furthering business goals. Imprecise and rash business communication frequently results

in wasted time because of the need to revisit matters that were not properly

communicated. In CCBPL we have a value “ We communicate openly”. So the

mangement of CCBPL has a unique culture of open communication within its

organization. All of the staff are free to communicate with the mangement regarding to

their issues.

Sales

Business leaders and sales professionals both have sales-intensive roles within a business organization that include communicating with customers, clients, employees, colleagues and other stakeholders. Poor communication skills can have an adverse impact on an

23


organization's bottom line. So the CCBPL management stresses on effective communication of its sale and marketing team. M.D.Os and other sale personel are provided with adequate trainings in this regard.

Training

A significant amount of employee training occurs internally within a business organization. This includes informal and formal training provided by supervisors and other skilled employees. Effective interpersonal communication equips business professionals with the skills they need to efficiently instruct employees on both the technical and soft skills necessary for them to carry out their duties.In CCBPL employees are provided trainings regarding new business stategies and operational maters on a frequent basis. The company ensures to maintain a good communication level within the organization.

Conflict Resolution

Interpersonal communication is a key component of conflict management in

organizations where communication strategies are employed to diffuse stressful environments and hostile situations. In CCBPL we have a diversed workforce so there can be many chances of conflict at the workplace. So, the management of CCBPL in general and the HR manager in specific has the duty to resolve these conflicts in a good and satisfying manner. The CCBPL strategy is to resolve issues through dialogue and communication.

ADVERTISEMENTS & MARKETTING

In the advertisement, emotional expression and non-verbal codes are expressed

clearly, working together to bring out the message. Mostly, kinesics (also known as

body language) specifically emblems (similar to the idea of silent words), affect

displays (body movement that convey emotional states) and oculesics (non-verbal

meaning s associated with the eyes) were used to communicate.

We use non-verbal communication on a daily basis, be it to complement our verbal communication, to illustrate a point or even to replace verbal communication, such as shaking our head to disagree.

The advertisement shows that non-verbal communication here is universal, understood

by 2 different people from different cultures. The hand gestures and facial expressions

were able to transcend culture and basic communication can occur, even replacing the

verbal communication (use of language in this case).

24


In the advertisement, emotional expression and non-verbal codes are expressed clearly,

working together to bring out the message. Mostly, kinesics (also known as body

language) specifically emblems (similar to the idea of silent words), affect displays

(body movement that convey emotional states) and oculesics (non-verbal meaning s

associated with the eyes) were used to communicate

In the advertisement, emotional expression and non-verbal codes are expressed clearly,

working together to bring out the message. Mostly, kinesics (also known as body

language) specifically emblems (similar to the idea of silent words), affect displays

(body movement that convey emotional states) and oculesics (non-verbal meaning s

associated with the eyes) were used to communicate

SWOT ANALYSIS OF EFFECITIVE INTERPERSONAL COMMUNICATION IN CCBPL

Strengths (internal) Weaknesses (internal)

1- Good workplace environment.2- Effective working 3- Open communication4- Resolution of conflicts5- Trust & satisfaction of employees6- quality of work

1- Integration issues2- Cultural diferences3- Lack of training4- Discommunication5- Lack of communication

Opportunities (external) Threats (external)

1- Increase in market demand2- incease in consumer satisfaction3- improvement of company ranking4- improvement in business strategies 5- forecasting the future needs

1- misleading information can cause damage

2- distrust in the consumer3- workpalce disharmony4- non resolving conflicts can cause

25


6- Interchange of ideas. business loss

CONCLUSION

We discussed our topic Strategies Of Successful Interpersonal Communication. We discussed the definition, nature and types of communications and various strategies of interpersonal communication. I also shared my research of interpersonal communication in CCBPL. Overall, interpersonal communication can be conducted using both direct and indirect mediums of communication such as face-to-face interaction, as well as computer-mediated-communication. Successful interpersonal communication assumes that both the message senders and the message receivers will interpret and understand the messages being sent on a level of understood meanings and implications.

It is very important for a manager or a suprevisor to know and has a command on the interpersonal skills, so that he/ she can handle the workplace situations, conflicts, issues and also can translate and explaine the copmpany policies and business strategies to its staff members,employees and consumers.

RECOMMENDATIONS

We discussed the work force demographics in CCBPL; we also discussed the strengths, weaknesses, opportunities and threats of the workforce demographics. Here are some recommendations for the improvement of the human resource management in CCBPL:

1- A comprehensive communication policy and strategy should be designed.

2- Employee development program and training of the HR managers and leaders should be conducted on frequent basis

3- Company must exchange ideas regarding communication with consumers.

4- Internal communication policy and strategy must be modified according to the changes in business.

26


5- Organization must encourage and motivate its workforce to improve their skills and competencies by providing them with trainings

6- Organization should discourage any sort of discrimination practices in regards to its workforce, Gender, Color, Race, Language, Belief, etc

7- The organization should allow its workers to express their concerns and must consider their suggestions seriously.

DATA SOURCES

1- web & internet

2- wikipedia

3- Live strong (website)

4- Management & staff of CCBPL

27


28