BUSINESS COMMUNICATION AND ETIQUETTE

INTERNAL ASSIGNMENT
DECEMBER 2018
INDEX
Sr. Particulars Page
No. No.
1 Definition of Grapevine Communication 2
2 Purpose of Grapevine Communication 2
3 Types of Grapevine Communication 3
4 Features Of Grapevine Communication 5
5 Advantages And Disadvantages Of Grapevine
Communication 6-7

What Is Non Verbal Communication?

6 8
7 The Various Forms Of Non Verbal
Communication. 8

8 How Does Verbal And Non Verbal

Communication Relate To Each Other?? 11

9 Surveys
12
Advantages Of Surveys
10 12
11 Disadvantages of Surveys:
13

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1. DEFINITION OF GRAPEVINE COMMUNICATION

What is Grapevine Communication?
According to Bovee and Others, “Grapevine is an informal interpersonal
channel of information not officially sanctioned by the organization.”

Grapevine communication or Informal channel of communication is when

communication is not maintained in a prescribed format maintained by the
organization. It takes place when people of an organization or group, especially
people of the same level or rank meet together and discuss informally. It is a
complex web of oral information binding the all the members there are no
specific pattern of communication. Grapevine communication results in
rumours and gossips.

Newstrom and K Davis said, “ Grapevine is an informal system that arises

spontaneously from the social interaction of the organization.”

Example of Grapevine Communication:

The most common Grapevine communication is that when a Manager call to
one of his employee in his cabin to discuss something official, that is where
Grapevine Communication begins as rumours that the particular employee is
near and dear to the manager so he/she will be directly promoted letting
behind the other employees.

PURPOSE OF GRAPEVINE COMMUNICATION

The main purpose of Grapevine Communication is to ease the working
relationship with the co-workers/colleagues, which includes sharing
information, making new contacts, motivating other to grow, resolving
conflicts, searching escape from monotony work style, etc. But the Grapevine
Communication is also misused by letting loose talks among the employees is a
small discussion or spreading rumours about unofficial information.

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TYPES OF GRAPEVINE COMMUNICATION

1. SINGLE STRAND CHAIN:

In this type of Grapevinee communication the informal information travels on a
horizontal way. This type of communication is time consuming, through this
communication the information is passes through many people by the time it
reaches to the concerned person.

Single Strand Chain

2. GOSSIP CHAIN:
In this communication is web like structure where the main person gathers
information and is in the centre and it is carry forwarded to the others in the
web. But the disadvantage in this communication is that may vary as and when
the message is forwarded.

Gossip Chain

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3. PROBABILITY CHAIN:
In this communication the information is accepted only by a very few people, it
becomes a one way communication when the listener feels those information
are irrelevant to his/her interest. But in the same way it is a good piece of
information for few listeners. So this is the probability chain where the
information has all possibility to continue or break depending upon the
listener.

Probability Chain

4. CLUSTER CHAIN:
In this type of communication the information is shared only to limited people
but through various channels like in the below mentioned diagram, as the
listeners are limited there would be medium risk of manipulation of
information.

Cluster Chain.

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FEATURES OF GRAPEVINE COMMUNICATION

1.Flexibility:

There is no formal control on grapevine. For this reason, It is more

flexible communication system than any other ways of communication.

2. Lack of control:

Actually, there is no managerial control over the grapevine communication

system. It is grown by itself.

3. Rapid communication:

Grapevine communication system is more faster than other formal or informal

channels of communication.

4. No record:

We can't keep any documentary record or evidence of grapevine

communication system that can be shown or produced as future reference.

5. Used for self-interest:

As grapevine communication system is produced by gossip and rumour, It is

basically used for self-interest of the employees of an organization.

6. Popular among employees:

This communication system is much popular among the employees than other
formal or informal channels.

7. Distortion:

Distorting of real massage is one of the major features of grapevine

communication system. In this communication process, information passes
rapidly man to man. That's why the information losses its originality.
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8 Spontaneous:

Grapevine is basically spontaneous. It passes rapidly and spontaneously from

top to bottom of the organization. Here is no need to make any effort to make
it successful.

ADVANTAGES AND DISADVANTAGES OF GRAPEVINE

COMMUNICATION
ADVANTAGES OF GRAPEVINE COMMUNICATION

1. In grapevine communication the information through this channel is

extremely fast. It is said that grapevine communication is one of the
fastest forms of communication.

2. Here in grapevine communication it tends to bring people of same

thinking and views of an organization when they meet to share and
discuss certain issues. It’s said that, it enhances group cohesiveness in
many organizations all over the world.

3. Grapevine communication is an informal mode of communication but

it plays an instrumental role in aiding the formal methods of
communication in every organization.

4. As we have heard a saying by hook or crook we need to find a

solution for an issue, like wise in an organizations where formal
communications do not function properly, grapevine communication
comes to the rescue. Information through grapevine ends up being
the only way employees can get any information about things going
on around them.
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DISADVANTAGES OF GRAPEVINE COMMUNICATION

1. In Grapevine information as it is largely based on rumours tends to

carry along with it partial information which ends up not giving the
real information.

2. The biggest disadvantage of grapevine communication is that due to

rumours and gossips it can damage an organization’s goodwill.

3. Here in grapevine communication is one that is common in many

organizations all over the world. This is when employees become
unproductive they tend to have grapevine communication which can
make organizations lose a lot of money because of these grapevine
employees spend work hours talking about the latest rumour
circulating around them.

4. Grapevine communication cannot be relied on because it is not

trustworthy. If not managed properly, it can have serious
implications.

I would like to conclude by stating that grapevine

communication is a part and parcel of the workplace which
cannot be eliminated, but by understanding the pros and
cons of this communication we can use to our advantage.

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2. WHAT IS NON VERBAL COMMUNICATION?

Non Verbal communication is that communication where the sending and
receiving is wordless. This communication is described by the body language of
the speaker. Information through Non Verbal communication reaches more
accurately that verbal communication.

According to Dr. Charles Tidwell, the concept serves the following functions:

1. To accent the meaning of Verbal message,

2. To complement or contradict verbal messages,
3. To regulate interaction with others,
4. To substitute for verbal messages.

THE VARIOUS FORMS OF NON VERBAL COMMUNIOCATION.

1. Facial Expression:

Here the human face is very expressive; it shows various forms of Non verbal
Communication. In various Cultures facial expression for happiness, sadness,
anger, surprise, fear, and disgust are the same. Non-Verbal Communication
involves the conscious and un-conscious process of encoding and decoding of
information.

For example:

Winking as a facial expression particularly varies its meaning from culture to

culture. Like in Latin America, this gesture is considered a romantic or a sexual
invitation. In Nigeria, wink at their children means telling them to leave the
room. Chinese consider this as a rude gesture.

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2. Body Movements and posture:

The character of a person can be determined by the body movements and the
way they carry out themselves, like how we sit, walk, stand up, hold their hand
etc.

For Example:

Slouching in Taiwan is considered disrespectful, while the other parts of the

world consider it casual. In America standing with hand on your hips is
considered power or pride. But the same in Argebtina is considered anger or
challenge.

3. Gestures:

Gestures are part and parcel of our daily lives. We unknowingly

communication using gestures like waving, beckon or pointing at others etc,
but the meaning of the gestures varies from culture to culture, so its important
to use gestures wisely and carefully.

For Example:

In United States the OK sign is to convey that the information is acceptable. In

Japan the same hand symbol means Money and in France Argentina it means
Zero or Nothing, the same in few parts of Europe means an offensive swear.

4. Eye Contact:

It is a very important type of Non Verbal Communication. In this

communication we can understand even those feelings or expressions that we
don’t speak up. Eyes also communicate which includes expressing your
interest, affection towards a thing.

For Example:

In Asian countries avoiding eye contact means as a token of respect. In Latin

and North America it means equality among individuals.

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5. Touch:

A great number of cultural expression are achieved through touch. There are
wide range of cultural viewpoints on the appropriate rules regarding physical
contact between the same and the opposite sex.

For Example:

In America, using a firm handshake is considered appropriate to greet a

stranger or business professionals. In France, it is common to kiss in both the
cheeks and touching the kids head is fine in North America. The same is
considered non appropriate in Asia as head is considered as a sacred part of
the body.

6. Space:

Space and distance are significant non verbal communication in case of

organizational communication.

A spacious room depicts a person’s position in an organization level and

external people understand his importance and authority only by visiting his
room. Distance is another important tool which expresses the level of
closeness and individual acceptance.

For Example:

Japanese are less likely to react strongly to an accidental touch by a stranger

than any American.

7. Voice:

Voice as a non verbal communication is not what we just say, through voice
communication people not only listen what we speak but they try to
understand the emotion and the feel in which we deliver it. Listeners even pay
attention to the timings and voice pitch and modulation etc. The vocal
elements are Tone, Pitch, Rhythm, Timbre, Loudness and Inflection.

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For Example:

In Britain, people use volume to convey anger, but in India they use it
command attention.

How Does Verbal And Non Verbal Communication Relate To

Each Other??
Both Verbal communication and Non verbal communication go hand in hand ,
Verbal Communication is face to face between people. Non Verbal
communication includes gestures facial expression body movements, timings,
touch and anything else done without speaking.

Non verbal combined with Verbal Communication can be interpreted in

various ways. Usually people’s mood is determined by the verbal
communication. It can be both passive and aggressive depending upon their
verbal and non verbal cues. Both the type of communication is essential to
communicate to others. Verbal communication is very precise and clear there
are no scope of misunderstanding and it is time saving in this type of
communication. But where as in Non Verbal Communication there are chances
of misunderstanding and it is equal to or more time consuming than Verbal
Communication.

Non verbal Communication not only mention to communication which is done

through actions even written communication is considered in Non Verbal
Communication as our emotions are also expressed in form of writing it our
mood can be determined even by the style of writing and the font size of the
words.

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3. SURVEYS
For Zen star Technologies to collect feedbacks from it is customers before the
launch of the new product next fortnight surveys are the best options,
through this method the company can reach to wide extent of customers and
can use those feedbacks to rectify or modify the course of action for the
company in the future. The surveys are very quick and accurate as people
anonymously answer the surveys they mention the facts.

Different methods create mode effects that change how respondents answer,
and different methods have different advantages. The most common modes of
administration can be summarized as:

 Telephone
 Online surveys
 Personal in-home surveys
 Personal mall or street intercept survey

Advantages of Surveys:
 Relatively easy to administer
 Can be developed in less time (compared to other data-collection
methods)
 Cost-effective, but cost depends on survey mode
 Can be administered remotely via online, mobile devices, mail, email,
kiosk, or telephone.
 Conducted remotely can reduce or prevent geographical dependence
 Capable of collecting data from a large number of respondents
 Numerous questions can be asked about a subject, giving extensive
flexibility
 With survey software, advanced statistical techniques can be utilized to
analyze survey data to determine validity, reliability, and statistical
significance, including the ability to analyze multiple variables
 A broad range of data can be collected

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Disadvantages of Surveys:
The reliability of survey data may depend on the following factors:

 Respondents may not feel encouraged to provide accurate, honest

answers
 Respondents may not feel comfortable providing answers that present
themselves in an unfavourable manner.
 Respondents may not be fully aware of their reasons for any given
answer because of lack of memory on the subject, or even boredom.
 Surveys with closed-ended questions may have a lower validity rate than
other question types.
 Data errors due to question non-responses may exist. The number of
respondents who choose to respond to a survey question may be
different from those who chose not to respond, thus creating bias.
 Survey question answer options could lead to unclear data because
certain answer options may be interpreted differently by respondents.
For example, the answer option “somewhat agree” may represent
different things to different subjects, and have its own meaning to each
individual respondent. ‘Yes’ or ‘no’ answer options can also be
problematic. Respondents may answer “no” if the option “only once” is
not available.
 The biggest disadvantage is that if there are no sophisticated computer
skilled workers to compile the information then there is no point in
conducting the survey.

Zen star technologies should set the survey in such a way that customers can
relate the survey to their day to day action an help the company in filling the
survey, they can conduct the survey through Online method as it is time saving
and the data cannot be manipulated as they capture the first answer. Through
online survey they can reach to a large crowd and that will help them in their
growth. So after gathering all the data the company should consolidate it to
the conclusion through which they will get a proper understanding.

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