Strategies of successful interpersonal communication


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Strategies of successful interpersonal communication

  1. 1. Assignment Report of Business CommunicationOnCoca Cola Beverages Pakistan LimitedStudent ID:-MBA ( HRM))Submission Date:.SUBMITEDTO :Page | 1SUBMİTTED BY :-ASİF HUSSAİN
  2. 2. [COCA-COLA BEVERAGES PAKISTAN LTD ]DEDICATIONI want to dedicate my work to my parents, and all my friends for being withme and helping me in each and every difficulty I faced in this internshipcompletion and to my Instructor and all those who taught me, trained me andpolished my abilities at Virtual University Of Pakistan and my Internshipplace Coca-Cola Beverages Pakistan Ltd.2
  3. 3. [COCA-COLA BEVERAGES PAKISTAN LTD ]ACKNOWLEDGEMENTAll the praises are for Almighty ALLAH. By the grace of whom, I have completed myinternship successfully.I would like to acknowledge and extend my heartfelt gratitude to the following personswho supported me throughout my great experience of the report and provided me moralsupport 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 methe great opportunity of report and all necessary information and materialregarding my report.• Whom I come to contact during the course of my internship as well as preparationof this report. I am fortunate to have many excellent seniors and colleagues whoprovided 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 sideto guide me and gave me courage that I can do the best in my life.3
  4. 4. [COCA-COLA BEVERAGES PAKISTAN LTD ]ABSTRACTTalking to people is often a lot more complex than it sounds. While most of us can talk tonearly anyone, talking to people effectively, using strategic interpersonalcommunications tools, takes study and preparation. Its surprising how often we fail toreally communicate with other people. Acquiring interpersonal communication skills andknowledge with help improve communications with co-workers, constituencies, andmembers 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-facecommunication. Interpersonal communication is not just about what is actually said - thelanguage used - but how it is said and the non-verbal messages sent through tone ofvoice, facial expressions, gestures and body language.When two or more people are in the same place and are aware of each otherspresence, then communication is taking place, no matter how subtle orunintentional. Without speech, an observer may be using cues of posture, facialexpression, and dress to form an impression of the others role, emotional state,personality and/or intentions. Although no communication may be intended, peoplereceive messages through such forms of non-verbal behaviour.In this study we tried to discuss the importance of the communication and especially ofthe itepersonal communication with the reference of business sector. For the practicalstudy i choose the respected organization of the COCA COLA COMPANY, of wich i amalso a part.I tried to share my knowledge with all of you, I am hopefull that this attemt of mine willbe appreciated.4
  5. 5. [COCA-COLA BEVERAGES PAKISTAN LTD ]INTRODUCTION OF ORGANIZATION BUSINESS SECTORThere 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 ofmanufactured goodsQuaternary sector: - Relatively new type of knowledge industry focuses ontechnological research, design and development such as computer programming andbiochemistry.According to the above scenario, CCBPL falls in the secondary sector as the mainfunction 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 knownas beverage.”Beverage Industry in Pakistan:Pakistan beverage industry has the international names offering the best qualitybeverages across the country. It is an industry in which players continuously innovate, inorder to come up with better products as compared to the competitors to gain moreconsumers and satisfy the existing consumers. Now-a-days beverages become animportant part of the lives of people as it is a consumer consumable good. Usage of softdrinks is become a trend now a days.5
  6. 6. [COCA-COLA BEVERAGES PAKISTAN LTD ]IntroductionInternationally:Coca-Cola laid the foundation of the beverage industry when it was formed in May 1886in Atlanta. However it was not until 1895 that the idea of selling coke in bottles wasintroduced. With the passage of time Coca-Cola gained popularity and its product beganto get recognized internationally. Thus from its mere beginning in 1886 Coca-Cola hasnow been transformed into a strong multinational with its product being currentlyrecognized all over the world. Coca-Cola, in fact, has now become one of the mostfamous and widely consumed brands in the world. It has not only established its footingsin the beverage industry but is currently heading the list of the most financially soundcompanies in the worldPakistan:The Coca-Cola Company is a global company with some of the worlds most widelyrecognized brands, the Coca-Cola business in Pakistan has completed its 50 years ofoperation. The beverages are produced locally, employing Pakistani citizens. And theirproduct range and marketing reflects Pakistani tastes and lifestyles, and they are deeplyinvolved 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 Colainternational was established in Atlanta in 1886. Currently Coca Cola international isconducting its operations in more than 200 countries around the world. The numbers ofemployees who are working with Coca Cola international are 92,400 worldwide. InPakistan CCBPL is conducting its operations from last 58 years. In Pakistan, CCBPLstarted its business in 1953. CCBPL stands for Coca Cola Beverages Pakistan ltd.6
  7. 7. [COCA-COLA BEVERAGES PAKISTAN LTD ]VISION“To become a market leader in ready to drink segment while adding best-in-class value toall stakeholders”MISSION“Coca-Cola Pakistan exists to refresh the consumers, inspire moments of optimismthrough our brands and actions as well as benefit all stakeholders, which we will do withhighest social responsibility and with uncompromising commitment towards quality ofour 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 accountable7
  8. 8. [COCA-COLA BEVERAGES PAKISTAN LTD ]PRODUCTSCoca Cola Beverages Pakistan has the following brands in different packs for theconvenience 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 PakistanPulpy Orange®Pulpy Tropical®Coca Cola Beverages Pakistan has introduced mineral water as wellKinley®8
  9. 9. [COCA-COLA BEVERAGES PAKISTAN LTD ]Competitors:There are many different competitors in the market but the PEPSI is the main competitorof Coca Cola Beverages. Let’s have a look at the brands of PEPSI which are competingthe 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 customersSting®INTRODUCTION TO THE TOPICWhat is communication?Communicating and communication are complex interactions with a variety ofdefinitions. 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 messagesattached to them. Key elements of the communication process:– Sender.– Message.9
  10. 10. [COCA-COLA BEVERAGES PAKISTAN LTD ]– Communication channel.– Receiver.– Interpreted meaning.– Feedback.Types of communicationNow that we have a better understanding of the communication process, we will nowfocus on the various types of communication – some of which we have alreadymentioned above:1 1-verbal2 2- Non-Verbal3 3- ListeningInterpersonal Communication SkillsWhat 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 forsuccessful job performance.Although interpersonal communication can encompass oral, written, and nonverbalforms of communication, the term is usually applied to spoken communication that takesplace between two or more individuals on a personal, face-to-face level• We will coveroral 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 oneon one conversations or individuals interacting with many people within a society. Ithelps us understand how and why people behave and communicate in different ways to10
  11. 11. [COCA-COLA BEVERAGES PAKISTAN LTD ]construct and negotiate a social reality. While interpersonal communication can bedefined as its own area of study, it also occurs within other contexts like groups andorganizations. Interpersonal communication is the process that we use to communicateour ideas, thoughts, and feelings to another person. Our interpersonal communicationskills are learned behaviors that can be improved through knowledge, practice, feedback,and reflection.Interpersonal communication includes message sending and message reception betweentwo or more individuals. This can include all aspects of communication such as listening,persuading, asserting, nonverbal communication, and more. A primary concept ofinterpersonal communication looks at communicative acts when there are few individualsinvolved unlike areas of communication such as group interaction, where there may be alarge number of individuals involved in a communicative act.Individuals also communicate on different interpersonal levels depending on who theyare engaging in communication with. For example, if an individual is communicatingwith a family member, that communication will more than likely differ from the type ofcommunication used when engaged in a communicative act with a friend or significantother.Overall, interpersonal communication can be conducted using both direct and indirectmediums of communication such as face-to-face interaction, as well as computer-mediated-communication. Successful interpersonal communication assumes that both themessage senders and the message receivers will interpret and understand the messagesbeing sent on a level of understood meanings and implications.ContextContext refers to the conditions that precede or surround the communication. It consistsof present or past events from which the meaning of the message is derived, though itmay also, in the case of written communications, depend upon the statements precedingand following the quotation in question. Immediate surroundings may also color theperceived meaning of words; normally safe discourse may easily become contextually11
  12. 12. [COCA-COLA BEVERAGES PAKISTAN LTD ]ambiguous or offensive in a restroom or shower hall. These influences do not constitutethe message by themselves, but rather these extraneous nuances subtly change themessages effective meaning. Ultimately, context includes the entire world, but usuallyrefers to salient factors such as the following:Physical milieuthe season or weather, current physical location and environmentSituational milieuclassroom, military conflict, supermarket checkoutCultural and linguistic backgroundsDevelopmental progress (maturity) or emotional stateComplementary or contrasting rolesboss 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 anumber of elements in order that it can be more easily understood. Commonly theseelements include:The CommunicatorsFor any communication to occur there must be at least two people involved. It is easy tothink about communication involving a sender and a receiver of a message. However, theproblem 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 peoplesending and receiving messages to and from each other. In other words, communicationis an interactive process.12
  13. 13. [COCA-COLA BEVERAGES PAKISTAN LTD ]The MessageMessage 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 bodylanguage. Non-verbal behavior can convey additional information about the messagespoken. In particular, it can reveal more about emotional attitudes which may underlie thecontent of speech.NoiseNoise has a special meaning in communication theory. It refers to anything that distortsthe 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) caninterfere with communication, other factors are considered to be ‘noise’. The use ofcomplicated jargon, inappropriate body language, inattention, disinterest, andcultural differences can be considered noise in the context of interpersonalcommunication. In other words, any distortions or inconsistencies that occur during anattempt to communicate can be seen as noise.FeedbackFeedback consists of messages the receiver returns, which allows the sender to know howaccurately the message has been received, as well as the receivers reaction. The receivermay also respond to the unintentional message as well as the intentional message. Typesof feedback range from direct verbal statements, for example "Say that again, I dontunderstand", to subtle facial expressions or changes in posture that might indicate to thesender that the receiver feels uncomfortable with the message. Feedback allows thesender to regulate, adapt or repeat the message in order to improve communication.ContextAll communication is influenced by the context in which it takes place. However, apartfrom looking at the situational context of where the interaction takes place, for example13
  14. 14. [COCA-COLA BEVERAGES PAKISTAN LTD ]in a room, office, or perhaps outdoors, the social context also needs to be considered, forexample the roles, responsibilities and relative status of the participants. The emotionalclimate and participants expectations of the interaction will also affect thecommunication.ChannelThe channel refers to the physical means by which the message is transferred from oneperson to another. In face-to-face context the channels which are used are speech andvision, however during a telephone conversation the channel is limited to speech alone.Strategies of Successful Interpersonal Communication SkillsEffective communication skills are fundamental to success in many aspects of life.Lots of jobs require strong communication skills and socially people with improvedcommunication skills usually have better interpersonal relationships. Effectivecommunication is a key interpersonal skill and by learning how we can improve ourcommunication has many benefits.Communication is a two way process so improving communication involves bothhow we send and receive messages. Here are some strategies for improvinginterpersonal communication skills;EmpathiseEmpathy is trying to see things from the point-of-view of others. When communicatingwith others, try not to be judgmental or biased by preconceived ideas or beliefs - insteadview situations and responses from the other person’s perspective. Stay in tune with yourown 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 thatsome subjects might be taboo or too emotionally stressful for others to discuss.14
  15. 15. [COCA-COLA BEVERAGES PAKISTAN LTD ]EncourageOffer words and actions of encouragement, as well as praise, to others. Make otherpeople feel welcome, wanted, valued and appreciated in your communications. If you letothers know that they are valued, they are much more likely to give you their best. Try toensure that everyone involved in an interaction or communication is included througheffective body language and the use of open questions. (More on body language and non-verbal communication and questioning)Learn to ListenListening is not the same as hearing; learn to listen not only to the words being spokenbut how they are being spoken and the non-verbal messages sent with them. Use thetechniques of clarification and reflection to confirm what the other person has said andavoid any confusion. Try not to think about what to say next whist listening; insteadclear your mind and focus on the message being received. Your friends, colleagues andother acquaintances will appreciate good listening skills.Focused ListeningPractice 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 attentionand focus. Not only are you more likely to hear the words they are saying, but you willsend signals to the speaker that you are in fact listening, engaged, and interested in whatthey have to say.Focused HearingListening and hearing are really two separate skills. You can listen to a lot of talk, butyou may not actually hear what is being said to you. Focused hearing means turning offyour silent mental comments and reactions while the speaker is speaking. You need to bein hearing mode, not "Im-thinking-of what-Im-feeling-while-you-are-talking" mode.You cant hear and talk to yourself at the same time.15
  16. 16. [COCA-COLA BEVERAGES PAKISTAN LTD ]Gentle InterruptionsIf you feel the need to remember something that has just been said to you, rather thanmaking a mental note--and missing information---put your finger up, and ask the speakerto pause "for just a second while I write something down about what you just said thatwas very important to me." This will enforce a speakers feeling that you really arelistening. You can also use this tactic to cut off or slow down a compulsive talker.Balancing the ConversationOnce youve listened to the speaker, you can usually answer with your information orreactions. If the other person tries to interrupt you too hastily, raise your hand up, palmfacing the other person, and say calmly, "I want to hear your reaction. But please let mefinish 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, newinformation, and then hand the "floor" back to them. Be as generous as you can withspeaking time, even if you disagree with the speakers position.Nonverbal CommunicationsLearn the common nonverbal signals all humans employ to communicate emotions whilespeaking or listening. Researchers agree that when a person is not telling the truth, theytend to cast their eyes up and to the left. When a person is remembering an event easilyand truthfully, they cast their eyes up and to the right or look straight ahead. When aperson is having trouble recalling something or is unsure they are correct, they will casttheir eyes down and to the right. When they are in total disagreement with you, they willlisten and speak with their eyes cast down and to the left. These nonverbal "tells" arerelated to right and left brain functions.The Power Of Touch.Reaching out and touching someone while they, or you, are speaking helps "sell" an ideaor anchor a point. While its not always appropriate to touch other people in conversation,16
  17. 17. [COCA-COLA BEVERAGES PAKISTAN LTD ]when it is appropriate, it can be very powerful. Many people will be able to rememberand connect with something you said at that moment just a few seconds after you reachedout and touched them on the hand, arm, or shoulder.Be Aware of Others EmotionsBe sympathetic to other peoples 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 andmaintain eye contact and use first names where appropriate. Do not be afraid to askothers for their opinions as this will help to make them feel valued. Consider theemotional effect of what you are saying and communicate within the norms of behavioracceptable to the other person. Take steps to become more charismatic.Treat People EquallyAlways aim to communicate on an equal basis and avoid patronizing people. Do not talkabout others behind their backs and try not to develop favorites: by treating people asyour equal and also equal to each other you will build trust and respect. Check thatpeople understand what you have said to avoid confusion and negative feelings.Encourage open and honest feedback from the receiver to ensure your message isunderstood and to avoid the receiver instead feeding back what they think you want tohear. If confidentiality is an issue, make sure its boundaries are known and ensure itsmaintenance.Attempt to Resolve ConflictLearn to troubleshoot and resolve problems and conflicts as they arise. Learn how to bean effective mediator and negotiator. Use your listening skills to hear and understandboth sides of any argument - encourage and facilitate people to talk to each other. Trynot to be biased or judgmental but instead ease the way for conflict resolution.17
  18. 18. [COCA-COLA BEVERAGES PAKISTAN LTD ]Communicate EffectivelyDo not say the first thing that comes into your mind but instead take a moment and payclose attention to what you say and how you say it. Focus on the meaning of what youwant to communicate. Aim to increase understanding by considering how your messagemight be received by the other person. By communicating clearly, you can help avoidmisunderstandings and potential conflict with others. By speaking eloquently you willcome across as more intelligent and mature. Also be aware of the messages you aresending 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 particularattention to differences in culture, past experiences, attitudes and abilities beforeconveying your message. Avoid jargon and over-complicated language; explain things assimply as possible. Request clarification if unclear about a message. Always avoid racistand sexist terms or any language that may cause offence. (More on Verbal and Non-verbal communication also see Effective Speaking and Building Rapport.)Use HumorLaughing releases endorphins that can help relieve stress and anxiety; most people like tolaugh and will feel drawn to somebody who can make them laugh. Don’t be afraid to befunny or clever, but do ensure your humor is appropriate to the situation. Use your senseof humor to break the ice, to lower barriers and gain the affection of others. By usingappropriate humor you will be perceived as more charismatic.Maintain a Positive Attitude and SmileFew people want to be around someone who is frequently miserable. Do your best to befriendly, upbeat and positive with other people. Maintain a positive, cheerful attitude tolife: when things do not go to plan, stay optimistic and learn from your mistakes. If yousmile often and stay cheerful, people are more likely to respond positively to you.18
  19. 19. [COCA-COLA BEVERAGES PAKISTAN LTD ]Minimize StressSome communication scenarios are, by their nature, stressful. Stress can however be amajor barrier to effective communication; all parties should try to remain calm andfocused. For tips and advice about stress relief and avoidance see our article - AvoidingStress.Only Complain when Absolutely NecessaryPeople will not be drawn to you if you are constantly complaining or whining. Ifsomething makes you angry or upset, wait for a few hours and calm down before takingaction. If you do complain, do so calmly, try to find some positive aspects to thesituation and avoid giving unnecessary criticism.Factors influencing effective communicationThe interpersonal communication skills need to discuss some of the factors that influenceour daily communication in our personal and professional lives. These factors arecertainly not inclusive and are meant only to generate discussion and further reflection onwhat impacts our communication skills and practices.Special needs / accessibilityRecognize that some participants with visual, aural and physical disabilities.Ensure that you provide an accessible location and environment for all participants.Environment / settingRoom sizeSeating arrangementTemperatureLighting19
  20. 20. [COCA-COLA BEVERAGES PAKISTAN LTD ]Audio/visualGroup sizeSide conversationsChairperson’s abilitiesLiteracy skills:Recognize different literacy levelsPresent using various methodsCultural factors0 Learn cultural background of participants/audience1 Reveal your cultural needs to speaker,2 Adjust to differences.Tone0 Way you communicate can impact the messageRespect1 respect organizational structure and protocols2Gender neutrality3 respect gender-neutral guidelines in writing and communicatingJargon4 minimize jargon5 Avoid acronyms.20
  22. 22. [COCA-COLA BEVERAGES PAKISTAN LTD ]THE COCA COLA COMPANY has a great history and is respectable organization in thebusiness sector. The company employees a large number of personnel both directly andindirectly. The workforce has diversity in many aspects so the communication culture hasto 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 hasan organized structure and a significant business and corporate culture.The communication, especially interpersonal communication in the CCBPL can beclassified into two main aspects,1- Internal communicationsThis includes the communications in between the company’s various departments,officials, staff, employees, and between various production units of the CCBPL. Internalcommunication includes:1- Messages.2- Email3- Fax4- Telephone5- Presentations6- Training and development sessions7- Official meetings2- External communicationsThis includes the communication with the consumers, distributors, market personnel,business associates, legal communications, and marketing and publicity advertisements.This includes:1- Market research22
  23. 23. [COCA-COLA BEVERAGES PAKISTAN LTD ]2- Public dealings3- Official dealings4- Business dealings5- Dealings with government6- Social responsiveness7- Social mediaINTERPERSONAL COMMUNICATION IN CCBPLInterpersonal communication involves interchanging ideas with others using anassortment of methods, such as words, gestures, voice tone, facial expression andbody posture. Interpersonal skills are the lifeblood of organizations becauseeffective communication dictates operational efficiency and facilitates teamwork. Itunderlies 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 verbalto communicate with its staff, employees, management, market and consumers. Also it plans itsstategies of communication accordind to need of its business. We explained some of theaspects of its communication culture as under:ManagementBoth employees and customers can become confused or irritated by managers poorinterpersonal skills. Interpersonal skills are important to managers charged with buildingworkplace trust and cooperation from staff members who are collectively accountable forfurthering business goals. Imprecise and rash business communication frequently resultsin wasted time because of the need to revisit matters that were not properlycommunicated. In CCBPL we have a value “ We communicate openly”. So themangement of CCBPL has a unique culture of open communication within itsorganization. All of the staff are free to communicate with the mangement regarding totheir issues.23
  24. 24. [COCA-COLA BEVERAGES PAKISTAN LTD ]SalesBusiness leaders and sales professionals both have sales-intensive roles within a businessorganization that include communicating with customers, clients, employees, colleaguesand other stakeholders. Poor communication skills can have an adverse impact on anorganizations bottom line. So the CCBPL management stresses on effectivecommunication of its sale and marketing team. M.D.Os and other sale personel areprovided with adequate trainings in this regard.TrainingA significant amount of employee training occurs internally within a businessorganization. This includes informal and formal training provided by supervisors andother skilled employees. Effective interpersonal communication equips businessprofessionals with the skills they need to efficiently instruct employees on both thetechnical and soft skills necessary for them to carry out their duties.In CCBPL employeesare provided trainings regarding new business stategies and operational maters on afrequent basis. The company ensures to maintain a good communication level within theorganization.Conflict ResolutionInterpersonal communication is a key component of conflict management inorganizations where communication strategies are employed to diffuse stressfulenvironments and hostile situations. In CCBPL we have a diversed workforce so therecan be many chances of conflict at the workplace. So, the management of CCBPL ingeneral and the HR manager in specific has the duty to resolve these conflicts in a goodand satisfying manner. The CCBPL strategy is to resolve issues through dialogue andcommunication.ADVERTISEMENTS & MARKETTINGIn the advertisement, emotional expression and non-verbal codes are expressedclearly, working together to bring out the message. Mostly, kinesics (also known asbody language) specifically emblems (similar to the idea of silent words), affectdisplays (body movement that convey emotional states) and oculesics (non-verbalmeaning s associated with the eyes) were used to communicate.We use non-verbal communication on a daily basis, be it to complement our verbalcommunication, to illustrate a point or even to replace verbal communication, such asshaking our head to disagree.The advertisement shows that non-verbal communication here is universal, understoodby 2 different people from different cultures. The hand gestures and facial expressions24
  25. 25. [COCA-COLA BEVERAGES PAKISTAN LTD ]were able to transcend culture and basic communication can occur, even replacing theverbal 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 bodylanguage) specifically emblems (similar to the idea of silent words), affect displays(body movement that convey emotional states) and oculesics (non-verbal meaning sassociated with the eyes) were used to communicateIn the advertisement, emotional expression and non-verbal codes are expressed clearly,working together to bring out the message. Mostly, kinesics (also known as bodylanguage) specifically emblems (similar to the idea of silent words), affect displays(body movement that convey emotional states) and oculesics (non-verbal meaning sassociated with the eyes) were used to communicateSWOT ANALYSIS OF EFFECITIVE INTERPERSONALCOMMUNICATION IN CCBPLStrengths (internal) Weaknesses (internal)1- Good workplace environment.2- Effective working3- Open communication4- Resolution of conflicts5- Trust & satisfaction of employees6- quality of work1- Integration issues2- Cultural diferences3- Lack of training4- Discommunication5- Lack of communicationOpportunities (external) Threats (external)25
  26. 26. [COCA-COLA BEVERAGES PAKISTAN LTD ]1- Increase in market demand2- incease in consumer satisfaction3- improvement of company ranking4- improvement in business strategies5- forecasting the future needs6- Interchange of ideas.1- misleading information can causedamage2- distrust in the consumer3- workpalce disharmony4- non resolving conflicts can causebusiness lossCONCLUSIONWe discussed our topic Strategies Of Successful Interpersonal Communication. Wediscussed the definition, nature and types of communications and various strategies ofinterpersonal communication. I also shared my research of interpersonal communicationin CCBPL. Overall, interpersonal communication can be conducted using both direct andindirect mediums of communication such as face-to-face interaction, as well as computer-mediated-communication. Successful interpersonal communication assumes that both themessage senders and the message receivers will interpret and understand the messagesbeing 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 theinterpersonal skills, so that he/ she can handle the workplace situations, conflicts, issuesand also can translate and explaine the copmpany policies and business strategies to itsstaff members,employees and consumers.RECOMMENDATIONSWe discussed the work force demographics in CCBPL; we also discussed the strengths,weaknesses, opportunities and threats of the workforce demographics. Here are somerecommendations for the improvement of the human resource management in CCBPL:1- A comprehensive communication policy and strategy should be designed.26
  27. 27. [COCA-COLA BEVERAGES PAKISTAN LTD ]2- Employee development program and training of the HR managers and leadersshould be conducted on frequent basis3- Company must exchange ideas regarding communication with consumers.4- Internal communication policy and strategy must be modified according to thechanges in business.5- Organization must encourage and motivate its workforce to improve their skillsand competencies by providing them with trainings6- Organization should discourage any sort of discrimination practices in regards toits workforce, Gender, Color, Race, Language, Belief, etc7- The organization should allow its workers to express their concerns and mustconsider their suggestions seriously.DATA SOURCES1- web & internet2- wikipedia3- Live strong (website)4- Management & staff of CCBPL27