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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.
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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.
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ABSTRACT
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.
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INTRODUCTION OF ORGANIZATION BUSINESS SECTOR
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.
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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.
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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
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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®
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Competitors:
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.
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– Communication channel.
– Receiver.
– Interpreted meaning.
– 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 1-verbal
2 2- Non-Verbal
3 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
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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
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
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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
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.
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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
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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.
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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.
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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,
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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.
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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.
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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 communication
The 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
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Audio/visual
Group size
Side conversations
Chairperson’s abilities
Literacy skills:
Recognize different literacy levels
Present using various methods
Cultural factors
0 Learn cultural background of participants/audience
1 Reveal your cultural needs to speaker,
2 Adjust to differences.
Tone
0 Way you communicate can impact the message
Respect
1 respect organizational structure and protocols
2
Gender neutrality
3 respect gender-neutral guidelines in writing and communicating
Jargon
4 minimize jargon
5 Avoid acronyms.
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PRACTICAL STUDY OF THE ORGANIZATION
Current Organizational Hierarchy Chart
COMMUNICATION SYSTEM AND CULTURE IN THE CCBPL
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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
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2- Public dealings
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.
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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
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
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were able to transcend culture and basic communication can occur, even replacing the
verbal communication (use of language in this case).
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 communication
4- Resolution of conflicts
5- Trust & satisfaction of employees
6- quality of work
1- Integration issues
2- Cultural diferences
3- Lack of training
4- Discommunication
5- Lack of communication
Opportunities (external) Threats (external)
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1- Increase in market demand
2- incease in consumer satisfaction
3- improvement of company ranking
4- improvement in business strategies
5- forecasting the future needs
6- Interchange of ideas.
1- misleading information can cause
damage
2- distrust in the consumer
3- workpalce disharmony
4- non resolving conflicts can cause
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.
26
[COCA-COLA BEVERAGES PAKISTAN LTD ]
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.
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
[COCA-COLA BEVERAGES PAKISTAN LTD ]
28

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Strategies of successful interpersonal communication

  • 1. Assignment Report of Business Communication On Coca Cola Beverages Pakistan Limited Student ID:- MBA ( HRM)) Submission Date:. SUBMITEDTO : Page | 1 SUBMİTTED BY :- ASİF HUSSAİN
  • 2. [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
  • 3. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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. 3
  • 4. [COCA-COLA BEVERAGES PAKISTAN LTD ] ABSTRACT 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. 4
  • 5. [COCA-COLA BEVERAGES PAKISTAN LTD ] INTRODUCTION OF ORGANIZATION BUSINESS SECTOR 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
  • 6. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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
  • 7. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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
  • 8. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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® 8
  • 9. [COCA-COLA BEVERAGES PAKISTAN LTD ] Competitors: 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. 9
  • 10. [COCA-COLA BEVERAGES PAKISTAN LTD ] – Communication channel. – Receiver. – Interpreted meaning. – 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 1-verbal 2 2- Non-Verbal 3 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 10
  • 11. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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 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 11
  • 12. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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 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
  • 13. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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
  • 14. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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
  • 15. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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
  • 16. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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
  • 17. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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
  • 18. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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
  • 19. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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 communication The 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
  • 20. [COCA-COLA BEVERAGES PAKISTAN LTD ] Audio/visual Group size Side conversations Chairperson’s abilities Literacy skills: Recognize different literacy levels Present using various methods Cultural factors 0 Learn cultural background of participants/audience 1 Reveal your cultural needs to speaker, 2 Adjust to differences. Tone 0 Way you communicate can impact the message Respect 1 respect organizational structure and protocols 2 Gender neutrality 3 respect gender-neutral guidelines in writing and communicating Jargon 4 minimize jargon 5 Avoid acronyms. 20
  • 21. [COCA-COLA BEVERAGES PAKISTAN LTD ] PRACTICAL STUDY OF THE ORGANIZATION Current Organizational Hierarchy Chart COMMUNICATION SYSTEM AND CULTURE IN THE CCBPL 21
  • 22. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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 22
  • 23. [COCA-COLA BEVERAGES PAKISTAN LTD ] 2- Public dealings 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. 23
  • 24. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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 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 24
  • 25. [COCA-COLA BEVERAGES PAKISTAN LTD ] were able to transcend culture and basic communication can occur, even replacing the verbal communication (use of language in this case). 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 communication 4- Resolution of conflicts 5- Trust & satisfaction of employees 6- quality of work 1- Integration issues 2- Cultural diferences 3- Lack of training 4- Discommunication 5- Lack of communication Opportunities (external) Threats (external) 25
  • 26. [COCA-COLA BEVERAGES PAKISTAN LTD ] 1- Increase in market demand 2- incease in consumer satisfaction 3- improvement of company ranking 4- improvement in business strategies 5- forecasting the future needs 6- Interchange of ideas. 1- misleading information can cause damage 2- distrust in the consumer 3- workpalce disharmony 4- non resolving conflicts can cause 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. 26
  • 27. [COCA-COLA BEVERAGES PAKISTAN LTD ] 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. 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