Name of the Student: Vaibhav Gupta

Registration Number: 20DBLAW046

Programme: BBA LLB (H)

Semester: Second

Course Name: Business Communication

Course Code: 5BBL203

Date of Submission: 18th July, 2021

Submitted to: Dr. Vandana Rajput

 TOPIC
FUNCTION OF IMPROVING THE ORGANIZATIONAL CULTURE OF
THE COMPANY
 BONAFIDE CERTIFICATE

This certificate is to declare that this project, based upon ‘FUNCTION OF IMPROVING
THE ORGANIZATIONAL CULTURE OF THE COMPANY, is an original work of
VAIBHAV GUPTA, who is a bonafide student of the CMR School of Legal Studies,
Banglore.

SIGNATURE

Vaibhav Gupta
 ACKNOWLEDGEMENT

The success and outcome of this project required a lot of guidance and assistance from many
people, and I am incredibly privileged to have got this all along with the completion of my
project. All that I have done is only due to such supervision and assistance, and I would not
forget to thank them. I shall always remain obliged to Dr. Vandana Rajput for providing me
with an opportunity to showcase my project and skills in an esteemed university like CMR.

I respect and thank Dr. Vandana Rajput for providing me with an opportunity to do the
project work in CMR and giving me the support and guidance, which made me complete the
project duly. I am incredibly thankful to her for providing such excellent support and
guidance. I owe my deep gratitude to my friends and family members who took a keen
interest in my project work and guided me all along till the completion of my project work by
providing all the necessary information for developing a good system.

I am thankful for and fortunate enough to get constant encouragement, support, and guidance
from all the Teaching staff who helped me complete my project work. I extend my thanks to
all the staff members of the IT lab and library who supported my research process.
 TABLE OF CONTENT

Cover Paper

Bonafide

Acknowledgement

Table of content

Business Communication

Ethics in Communication

Communication with clients

Customer service culture

Interaction with clients

Organisational culture

Research

Conclusion
 RESEARCH METHODOLOGY
HYPOTHESIS

A hypothesis that was formed before the undertaking of research work related to this project
was basically that the FUNCTION OF IMPROVING THE ORGANIZATIONAL CULTURE
OF THE COMPANY.

RESEARCH QUESTION

Several research questions were formed while making this project and keeping in mind the
historical origins of the topic itself which I’ll attempt to answer in the following pages:

• What is Business Communication?

• What are the Ethics in communication?
• What is communication with clients?
• What is Customer service culture?
• What are interaction with clients?
• What is Organisational culture?
• What is Research?

RESEARCH METHODOLOGY USED

Although the research methodology is primarily made using qualitative means, referencing a
quantum of research papers, journal articles, newspaper articles, online blogs and books, pre-
existing legislations, etc, it also made use of some secondary quantitative sources which has
been duly cited in this project.
 INTRODUCTION
From a young age, we all learn to communicate. It's entwined with all the other things that a
family teaches its kid, whether they're about familial, societal, or national culture. He/she
enters the new organization with this culture, which has been refined from the individual's
social functioning up until his/her employment (i.e. the educational system and all other
formal and informal organizations in which the individual has participated and
communicated, all of which have influenced his/her behavior).

The culture of behaving is a collection of manners and behaviors that a person employs and
displays in his or her surroundings. Each person is unique because he or she is the result of a
variety of cultural influences, including familial, social, educational, informal, and formal
organizational connections.

The phrase "organizational culture" refers to a collection of beliefs and practices that are
shared by all members of the organization and that influence how they behave. (Engelen and
colleagues, 2014). Clients who often interact with workers, the style of communicating as a
dominating method of communication, and so on may all be indicators of corporate culture.
This is an indication of excellent or poor organizational culture, and it helps to shape the
company's image. Every business aspires to develop an image and market itself or its goods,
but this is impossible without effective communication as part of the corporate culture.
 BUSINESS COMMUNICATION

Scholars and academics have long regarded communication as the lifeblood of a company,
since it is required for sharing information, exchanging views, formulating plans and
proposals, reaching agreements, carrying out decisions, sending and fulfilling orders, and
performing sales (Blalock 2005).

Communication is critical to an organization's success and development (Udegbe et al. 2012).

Communication skills are generally regarded by business management and educators as very
important to both workers and companies (Conrad and Newberry 2011). Business
communication refers to communication that occurs within the framework of an
organization's operations (products, services, customers, colleagues, etc.). It is the process of
creating, sending, receiving, and understanding messages in written and spoken forms in
interpersonal, group, public, and mass communication settings. This kind of communication
is intended at coordinating actions that will lead to profit for the company's members. Safran
et al., 2010.

Business communication takes place both inside and outside of the company, but always in
the context of the organization. Effective corporate communication, which may be formal or
informal, is essential for planning, leading, coordinating, and managing an organization's
resources in order to accomplish its goals (Hynes 2005). Informal communication is not
bound by the workplace or hierarchy, unlike formal communication. This communication, in
whatever form, is done promptly, whether within or outside the business.

Vertical communication, which occurs when a superior communicates with a lower-ranking

employee, is more formal than lateral communication, which is more casual. Because
communication is a prerequisite for growth, access to and control over communication's
means and processes are legitimately important societal issues. (Venturelli, Hoover, and
Wagner, 2009). Even while the sender's primary aim in every communication is for the
receiver to get accurate and complete information, this does not always happen. Due to
different obstacles in the environment, information may not reach the receiver completely or
partly. External and internal communication obstacles are the two kinds of communication
barriers.
 ETHICS IN COMMUNICATION

Ethics is a collection of moral concepts that define what is good and wrong. Ethical choices
are made using universal principles of good and wrong, as well as situational factors
(Johnson 2001). When an employee speaks with a customer or colleague, for example, it is
ethical to give accurate facts before encouraging the client or coworker to take action.

Individuals' personal ethics are influenced by their culture, prior experiences, and the society
in which they grew up and were educated. Each person has a unique combination of
personality characteristics, beliefs, and moral principles that allow them to behave ethically.
In the use of power, personal ethics refers to personal values such as "love, compassion, and
respect for human dignity" (Kirman 1992). While personal ethics is tied to the individual,
ethical principles are tied to the collective. They demonstrate widely held beliefs that do not
need to be written down but are simply accepted in society. For example, many individuals
believe that theft is bad and do not engage in it. When a large number of people agree on a
concept, it often becomes legislation.

Members of one profession's views may be consistent regardless of whether they are written
or not. There are written rules of ethics for some professions. An successful code promotes
social responsibility and defines the organization's principles and standards (Stevens 2009).
For example, in medicine, there is an ethical codex that every doctor must follow, or (as is
widely known), every doctor must take an oath to follow the ethical codex of physicians
before beginning their careers.

Ethics is at the heart of our working life and of society as a whole, shaping the public image
of the business community as well as the behaviors of individual businesses and individuals
(Ciulla, Martin, and Solomon 2011). Every company develops an organizational identity in
terms of working ethics by combining the personal and professional ethics of its workers.
Employees are required by business ethics to act ethically in many communication settings,
particularly with customers and colleagues. Individuals are therefore “challenged to develop
moral imagination and the fortitude to do the right thing” in the job (Kreitner and Kinicki
1995). Lying is readily detected, and although though it is a natural aspect of human
behavior, it may severely harm a company's reputation. We don't need to remind you that
image, particularly the image of a company, is tough to create but extremely simple to
destroy. Thus, ethical communication or making organizational choices in the spirit of ethics
is unquestionably important.

While we must stress the significance of honesty and appropriate conduct toward customers
and colleagues, we must also emphasize that honesty does not stop there. Employees must
also be truthful with their bosses.

Some professions insist on operating in complete secrecy. Taking information out of the
company should not only be discouraged by the threat of penalty, but it should also be a
component of the individual's ethical conduct and sense of duty for the organization.

All medical professionals, attorneys, bankers, court clerks, and workers having access to
secret trading information about the organization's competitive edge operate in professions
where employee confidentiality is required. These workers must be prepared for such a
serious job as keeping company secrets confidential.
 COMMUNICATION WITH CLIENTS

Every functioning organization exists to achieve the shared objectives of the individuals who
make up the organization. All of these objectives are focused on fulfilling the requirements of
the customers, whether it's a service or a product. This implies that the customers are the
cause for the company's existence, and without them, no company would have a purpose to
employ people. Profit companies must figure out how to satisfy and sustain relationships with
consumers in order to retain client loyalty (Deng et al. 2010).

Customer happiness, trust, and communication may all play a role in explaining client loyalty
(Ball, Coelho, and Machas 2004). As a result, it is obvious how essential it is for customers to
be pleased with the job that workers do, and, of course, everyday business contact with
clients plays a major role in all of this.

Face-to-face and telephone contact are the most common modes of communication, but
electronic and textual communication are also used.
 CUSTOMER SERVICE CULTURE

Companies that place a significant emphasis on their customers are committed to developing
a customer-centric culture. This is why they often provide training sessions for their staff on
how to interact with customers. Superiors inspire workers to come up with innovative ways
to interact with their customers. The workers' unique approach to customers is fully
evaluated, and the successful resolution of specific problems by individual employees is
especially recognized, which really gives support for the assumed duty.

Workers are thoroughly exposed to organizational policies, what they imply, and what is
expected of them as employees in businesses where the benefit of the customers is the policy
of the company. Employees in these companies are often given discretionary authority over
particular activities involving customers, such as the ability to provide a discount to a
customer, replace a faulty equipment with a new one, and so on.
 INTERACTION WITH CLIENTS

Client contacts have become a major part of our daily routines, ranging from health care to
vehicle repair to banking to secretarial assistance, and the nature of these encounters may
have a substantial effect on our overall quality of life (Ford 2001).

The interaction begins the minute a customer establishes eye contact with the employee. This
implies that we can't claim that if a customer hasn't requested a service, he or she doesn't need
it. With today's effective electronic communication methods, the impression created on the
customer may be disseminated extremely rapidly. As a result, it's critical that the customer
has a good image of you. The client becomes our presenter of services or goods, i.e. our
marketing agent, after a positive impression.

If we also consider that the client has the ability to share his or her positive or negative
experiences with the company, then each employee who interacts with a client in order to
meet his or her needs must be aware that clients should be provided with a pleasant
environment and surroundings in order to feel welcome.

When a customer walks through the door, all other work should be placed on hold and full
focus should be given to the client. To provide a good first impression, the space must be
clean and neat. Because consumers vary, it is essential to watch them and evaluate their
desires in the shortest time possible. For example, some customers like to browse around on
their own, while others prefer to be sold a product. When a customer must wait to be
serviced, it is important to explain why he or she must wait, to create a pleasant environment
while he or she waits, and to be prepared to give an alternate option if the client cannot wait.

It is essential to maintain casual eye contact with the customer in order to evaluate his or her
needs in a timely manner while also showing respect.

Companies that care about their customers must teach their staff so that they can offer
excellent service. This implies that they should be able to offer various items to various
individuals. Quality service is characterized by a consistent mix of civility, attentive listening,
and personalized attention.

In a service oriented environment, competent service workers may play a significant role in
an organization's success, as customer service becomes more essential to service companies
(Baydoun, Dale, and Emperado 2001).
 ORGANISATIONAL CULTURE

Organizational culture is referred to as "normative glue," which refers to the glue that holds
the whole company together (Tichy 1982).

Some writers split organizational culture definitions into two categories. The first set of
definitions focuses on the cognitive aspects of organizational culture's content, such as
fundamental assumptions, beliefs (attitudes), values, and behavioral standards.

These concepts emphasize corporate culture as a philosophy that individuals understand via
their actions. The second set of concepts is concerned with the tangible aspects of
organizational culture. The most apparent aspect of an organization's culture is its tangible
symbols. Repeated behavior, visible contact, communication language, metaphors, jargon,
symbols, and tangible artifacts in the organization are all results of the utilized value of
culture acting.

In reality, organizational culture is a set of assumptions, beliefs, norms, and attitudes

expressed via symbols that members of an organization have created and accepted through
shared experience, and that aid them in determining the meaning of the world around them
and how to behave in it.

Through the combined effect of organizational components and management, organizational

culture has a direct impact on the organization's performance.

The organization's operation and administration are influenced by its culture. Before
everything else, this entails influencing the organization's strategy while making decisions.
This is also linked to employee behavior control since, when joining the company, each
employee accepts the imposed cultural values and conventions and, over time, adopts them as
his or her own rules, ways of thinking, and behaviors.

The organizational structure and culture are inextricably linked. The makers, i.e. senior
managers, must start with their shared beliefs about people, organization, and surroundings in
order to develop an acceptable organizational design.

The corporate culture has a role in motivating employees to work. There are clearly defined
value systems for career development in companies with highly stressed cultures, which
really compel workers to evaluate themselves individually and strive for specific promotions
based on their own desires and ambitions. As a result, people are forced to be enthusiastic
about their job.

The organizational culture's assumptions are also influenced by the organization's leader. The
company culture has a major impact on leadership style. The followers' expectations of the
leader's conduct are crucial in determining how he or she will affect the followers.

Organizations that have created a culture around the principle of "we are the best" must
constantly work with each person to help them be the greatest at what they do. In fact, by
hiring them, the way of their coworkers becomes a requirement for the newly hired members
as well.
 RESEARCH

The impact of improved corporate communication on the formation of organizational culture

is the subject of this paper's study.

As a result, the issue addressed in this article is ineffective communication with customers
and colleagues, as well as its impact on the growth and creation of corporate culture.

A representative sample of 282 examinees from the top 10 of the top 200 companies in 2013
were used in the study. Employees, customers, and product/service users are all included in
the study. It is exactly this that lends credibility to the study. It was essential to gather
information on the customers and make contact with them. The study sample consists of 90
workers and 192 customers, or product/service consumers, from the businesses under
investigation.

The study was place in January and February of 2015. As a research method, a survey was
utilized, and two questionnaires were used as measuring instruments (for employees and for
clients). The surveys are closed-ended, with the examinees being able to respond to the
questions using one of three choices (yes, sometimes, or no).

The basic idea is that if the organization's communication with its customers is good and
efficient, it will aid in the recognition of its organizational culture.

Specific and particular hypotheses are subdivided from the overall hypothesis. Through the
individual hypotheses, the particular hypotheses deal with the many kinds of spoken and
written communication.
 CONCLUSION

It was a wonderful and learning experience for me while working on this Research Paper.

This Research Paper took me through the various phases of research development and gave

me real insight into this Research Report.

The joy of work and thrill involved while lacking the various problem and challenges gave

me a feel of developers industry.

I enjoy each and every list of work I had put into this Research Paper.