Appendix A

QUESTIONNAIRE

Organisational communication is one of the most vital and important

systems in an organisation. Through this process, exchange or transference
of information, ideas and understanding from one person, group or place to
another takes place. Communication may be within the organisation
(Internal) or it may take place between organisation and outside world
(External). Communication binds the organisation together and other
systems cannot work without effective and efficient communication system.
Basic functions like information sharing, instruction, control, feedback,
routine orders are all conveyed through communication networks.

Your organisation is a big sized organisation which is primarily customer

oriented where communication plays a very vital and important role. Your
organisation deals with two types of communications, one is communication
within the organisation and other is with the clients, prospective clients and
other authorities and agencies.

Here is a questionnaire on communication system of your organisation. You

are requested to cooperate in giving your response to some simple questions.

Name :___________________________________
Age :___________________________________
Place of working :___________________________________
Designation :_______________Class :______________
Department :___________________________________
Educational Qualifications :___________________________________
1) What are the usual communication channels and means in your
organuisation ? Tick the relevant ones.

a. Manuals/handbooks
b. Circulars/memos
c. Verbal/oral/unwritten communication
d. Notice board
e. Meetings
f. Reports of various kinds
g. Published materials
h. Emails
i. Any other, please specify
2) How important do you feel is the communication system in your
organisation, keeping in view that your organisation has internal as
well as external communication systems (with clients/prospective
clients)?
a. Extremely important
b. Important
c. Not much important
d. Don’t know
3) How effective is the present communication system in your
organisation?
a. Highly effective
b. Effective
c. Average
d. Not effective/below average
4) What are the usual means and modes of communication with the
outside public/customers?
a. Through marketing staff/agents
b. Through advertisements in various media
c. Through published materials/brochures etc.
d. Any other, please specify
5) Is informal communication (social interactions among employees,
informal chit chat, social unofficial conversations) prevalent in your
office?
 Yes
No

If yes, what is the attitude of your management towards it?

Favourable
Unfavorable
Indifferent

6) Do you find informal communication useful?

yes
No
7) What are the usual problems faced/barriers/hurdles encountered in
communication in your organisation/department (flow of
information, instructions, orders, ideas, suggestions, grievances
etc.)?

8) Do you feel well informed/communicated at your level (about your

job, duties, service conditions, benefits, personnel policy,
organisation’s HR policy, other routine and non-routine information
about your position)?

9) What is the degree of coordination/communicational integrity among

various departments like underwriting deptt., claims deptt., accounts
deptt., MSD etc. in your office?

a. High coordination
b. Average coordination
c. Poor coordination
d. I don’t know
10) Do you have any suggestions for improvement in the
communication system or any remedial measures that need be
taken in existing system?

Place:
Date: Signature

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 Appendix B

INTERVIEW SCHEDULE FOR EMPLOYEES

Personal interviews provide detailed information in less time. I resorted

to semi-structured interviews for collecting primary data. Barring a few
employees, I interviewed all other personnel in a very cordial
atmosphere. During interviews, I could collect more reliable information
as any vagueness or doubts could be removed instantaneously.
Interviews were highly useful where employees were either disinterested
to write the questionnaires or could not express in writing. Interviews
provided a conducive atmosphere for opening up and presenting their
ideas freely. Though the language of my interviews varied with different
people yet the scope and idea were essentially the same.

The questions that I generally asked employees of NIC at various

levels were as under:

1) About importance of organisational communication.

2) About prevailing means of communication in NIC.
3) About effectiveness, efficiency and reliability of existing
communication system.
4) About internal communication, social interactions, grapevine etc.
5) About communication barriers and problems at various levels as well
as various departments faced by the employees. Whether the
employees were well informed or not.
6) About communicational coordination and integrity among officers nd
among various departments within the offices.
7) About employees’ suggestions for improvements.
The questions that I resorted to while interviewing clients and policy
holders.

1) About the reasons why they bought insurance policy from NIC and
how did they come to know about the company.
2) About the satisfaction of clients by services provided by NIC that
whether clients received policy documents and renewal notices or
other relevant correspondence in time.
3) Whether clients were aware of various policy terms and conditions.
4) About the attitude of employees/agents towards them after selling of
insurance cover.
5) About various problems faced by clients while interacting with or
visiting the office.
6) Whether the clients would choose the same company or some other
company at the time of policy renewal.
7) About various suggestions of clients for improving the working of
NIC with stress on communication.

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