Presentation Topic

1. Presentation Topic Communication System of an Organization

2. Making a difference…

3. Introduction Business communication is nothing but, the communication among the people in the organization for the purpose of carrying out the business activities. So Business Communication is any communication used to make decisions, planning, directing, to promote a product, service, or organization – with the objective of making sale and managing and controlling the organization. In business communication, message is conveyed through various channels of communication including internet, print (publications), radio, television, outdoor, and word of mouth. In business, communication is considered core among business.

4. Life Blood Of Organization • Communication is the lifeblood of an organization. If we could somehow remove communication flows from an organization, we would not have an organization. • It is needed for: • Exchanging information • Exchanging opinions • Making plans and proposals • Reaching agreement • Executing decisions • Sending and fulfilling orders • Conducting sales • Managing and controlling the organization. • When communication stops, organized activity ceases to exist. So, Communication in an organization is as vital as blood for life.

5. History of the Organization Banglalink is the second largest mobile operator in Bangladesh. Banglalink has now almost 14 million subscribers all over the country. It is a wholly owned subsidiary of Orascom Telecom. At the end of 2006, Banglalink got renowned as the fastest growing operator in the world of that year. Banglalink became the first company to provide free incoming calls from BTTB for both postpaid and prepaid connections.

6. History of the Organization Banglalink entered the market with a promise of making mobile phone affordable for people. This promise was kept and Banglalink was the first operator to introduce a flat rate for all calls (inside own network and to other operators) for the convenience and ease of customers. When Banglalink entered the Bangladesh telecom industry in February 2005, the scenario changed overnight with mobile telephony becoming an extremely useful and affordable communication tool for people across all segments.

7. Methods of Data Collection Our data collection method was a bit complicated. As the elements required for the report can be private or confidential, we had to face difficulties to gather all data that are required for making this report. We have tried almost all means of data collection. Primary Data Collection: Primary data are that which we collected directly from the organization. These information aren’t in the websites or any book. We got primary data from these following methods: 1. Telephone interviews 2. Face-to-face interviews

8. Methods of Data Collection • Secondary Data Collection: • Primary data are that which we collected indirectly outside of the organization. We got secondary data from these following methods: • Websites • Newspapers • Reference Book

10. Types of Communication • Internal-operational communication • Internal-operational communication is that type of communication which consists the communications that directly relates to achieving the organization’s work goal. • It also refers to the communications within the organization and among the people working inside the organization. • Internal-operational communication goes in 2 ways: • Formal Communication • Informal Communication

11. Types of Communication • Internal-operational communication • Formal communication occurs in 2 ways: • Downward communication • Upward communication • Informal communication occurs in 4 ways: • Upward communication • Downward communication • Horizontal communication • Grapevine communication.

12. Formal Communication In Banglalink Formal communication is the structured communication which is the most important type of communication in an organization. Formal communications are directly related with organizational goals, rules and regulations. Planning, directing, decision making, controlling – these major tasks are accomplished through formal communication. Formal communication occurs in 2 ways:- 1) Downward communication 2) Upward communication

14. On this Organogram the bold lines from CEO to Managers are the formal line of communication. The employees on these formal lines have to maintain a chain of command in upward or downward communication. • In Banglalink we found 2 types of formal communication, these are:- • Oral communication • Written communication. • Oral communications take place in staff meetings, group meetings, department meetings, monthly or yearly conferences and seminars. • Written communications are accomplished by email, memorandums, company newsletters, reports, official orders and notices ets.

15. Informal Communication in Banglalink • Informal communication are that type of unstructured communication which occurs among the people in the organization. This type of communication is not directly related with the organizational goal. • Informal communication generally occurs in an unexpected situation. The people working in the organization are not independent. They may feel or face any kind of problem related to their work. In this situation they have to do informal communication. • Informal Communication does not follow any default structure. It can be:- • Upward • Downward • Horizontal and • Grapevine

16. Informal Communication in Banglalink Grapevine Communication Grapevine communication is an important type of informal communication. It has no default structure. Anyone of the organization can communicate with anyone. It generally spreads through rumors and gossips. Nearly all of the information within the grapevine is undocumented and is thereby open to change and interpretation as it moves through the network. It often travels faster than formal channels. The grapevine is very useful in supplementing formal channels. It provides people with an outlet for their imaginations and apprehensions as well. It also helps satisfy a natural desire to know what is really going on.

18. External Communications External-Operational Communications are structured communication with the people out side the organization to achieve the organizational goal. Communications of organizational people with the customers, suppliers, Service Company, government, investors are the External-Operational Communication. External-Operational Communication in Banglalink is mainly formal communication.

19. External Communications External communication comprehends all information developed by the company, which is related to its activity that is released in the press, for public knowledge. Such information is crucial in order to promote the company’s image. Those activities are developed around the company’s image management and they are related to its thematic and concepts. Image management Image management is one of the company's most relevant concerns, not only because of its own presentation, but also because it is considered to be a success-factor.  In this context, and contrary to the rival companies, the organization demonstrates a collective motivation in constantly synchronizing its external image to the accessible products. Another way to divulge its image is to provide the media with information on the company's relevant events and areas of intervention.

20. Legal affairs  All communications and dealings with Governmental and legal authorities related to VAT, TAX and other legal issues are dealt by Legal affairs department. This is very important part of external communication. Customer care Customers are the most important stakeholders of an organization. Considering that Banglalink has a separate customer care department (CCD) for giving complete support to the customers. Public Relation Banglalink has a public relation department to maintain effective communication with the suppliers, dealers, owners & shareholders, auditors and other stake holders. Advertisement Advertisement is one of the most important element of External operational communication. Banglalink is very strong in this sector. External Communications

23. Diagram: External Communications

24. Recommendations • The official website should be more enriched with all types of data that stakeholders need. • At Customer care center, the customer care executives should have more positive manner for providing support to customers. • Employees should be more aware of company’s privacy policies, so that they don’t mix up restricted and unrestricted things. • Banglalink should sponsor more to promote itself. • Paper used for contract signing and other purposes, should be designed more professionally.

25. Suggestions • Can hire professional and expert web developers to develop Banglalink’s official website. • Number of Customer care points can be increased. • In written communication, they can use non camouflaged and non sexist words and the memorandum and office orders can be written in easiest way so that they can be easily understandable to all. • Can sponsor sports and cultural events to improve organization’s image to customers. • Can publish not only the annual reports, but also some others magazines or journal containing information that are needed to students and other stakeholders.

26. Business letter of Banglalink

27. Conclusion By preparing this Report on Communication Process of Banglalink, we achieved very important knowledge about Communication systems inside and outside of an organization. It also helped us to implement this knowledge in our practical life. As we chose Banglalink as our company to analyze their communication system, we can say at last that Banglalink as the second largest telecom industry in Bangladesh is obviously careful about it’s communication system. But, if the points we suggested are followed by Banglalink, we hope their communication system will be more effective and stronger.