communication channels OF HBL

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Allama Iqbal Open University :

Allama Iqbal Open University Prepared by: Zeeshan Safdar Presents to: Sir Imran Ashiq Roll # : AM552928 Topic: Formal Channels of Communication. 2

Acknowledgement :

Acknowledgement By the grace of almighty Allah, the most merciful, I am able to make the second assignment of the Management theory and practice (8506). First I thanks to my parents for their support with me and then my Teachers for giving me the knowledge. I thanks to my principal Sir Imran Ashiq, who was the first to repose confidence in me and give me an opportunity to develop professionally. I was assigned to complete my assignment. I have tried my level best to explain each significant aspect. 3

Table of contents:

Table of contents Communication Organizational communication Process of effective communication Internal and external communication Formal and informal communication Directions of communication Practical study of the HBL Introduction of HBL History of HBL Communication channels of HBL SWOT analysis Suggestions Conclusion Reference 4

What is communication:

What is communication Communication is defined as an exchange of ideas and information. Communication is important because it is about how information is sent and received in organizations. Communication is considered effective when it achieves the desired reaction or response from the receiver. So we can say that communication is a two way process of exchanging ideas or information. Good communication means others are accepting the ideas that are presented to them. 5

What is Organization communication? :

What is Organization communication ? All the patterns, networks and systems of communication within an organization. People in organization spend 75% of their time communicating with one another. So effective communication becomes important for organizational success. 6

Process of Effective Communication :

Process of Effective Communication Effective communication involves the following features: 1. Sender: Sender is the person responsible for turning the idea into a message and then sending it through a channel, sender plays a crucial role in practically moving the communication. 7

2. Message::

2. Message: Message is the main idea that you wish to communicate It can be verbal or non verbal. First decide exactly what your message is and then decide the communication channel. 3. Medium: Medium is the channel for transmitting the message. The medium can be both oral as well as written. The selection of medium depends upon the importance of message, costs, number of receivers, and amount of information. 8

4. Receiver::

4. Receiver: The reader of your message is called receiver. The receiver has to be smart enough to understand a message. The experience and talent of the receiver help him understand a message easily and quickly. 5. Feedback: Since every action has a reaction, the receiver of the message certainly reacts, either in favor or in opposition, the ‘silence’ of the receiver is also a sort of feedback. 9

Internal and external communication::

Internal and external communication : Internal communication is the communication that occurs within the organization between people who works in the same organization. Examples include: A boss talks to manager. A memo is passed to the employees External communication: The communication outside an organization is called external communication. The communication between the organizations and other individuals. Examples are: Getting the feedback from customers. Taking orders from suppliers. Advertising. 10

Communication is classified in two categories. :

Communication is classified in two categories. Formal communication: Formal communication refers to communication that takes place within prescribed organizational work arrangements. Is part of the communication required to do one’s job. Official information exchange. Examples are: When a manager asks an employee to complete a task Notice on notice boards. Emails Memos Letters 11

2. Informal communication:

2. Informal communication Along with formal channel , every organization has informal channel of communication that is equally effective. Not officially statements and quite often discouraged. Informal communication can carry gossip. Examples are: Talking with friends Gossips Contain shorter version of words. 12

The directions of communication.:

The directions of communication. Formal communication channels follow the organizational structure or hierarchy and flow in four directions: Four directions in which communication can travel are: Downward Upward lateral or horizontal And Vertical. 13

1. Downward communication::

1. Downward communication: Involves communication from higher to lower levels so that leadership can communicate goals, strategies or role expectations. For example , when managers assign goals to their employees. Merits: Essential for functioning of any organization as it involves transfer of information, instruction, ideas to subordinate staff, Increases staff awareness and facilitates implementation of new policies. Limitations: Delay Message Overload Incomplete information 14

2. Upward communication::

2. Upward communication : Flows from lower levels to higher levels of the organization, for example , when there is a need to communicate problems, results or suggestions. Merits: Promotes better working relationships within an organization. Facilitates employee involvement in the decision making process. It keeps manager aware of how employees feel about their job. Limitations: Lack of Positive Encouragement Poor Listening Communicating Criticism 15

3. Horizontal communication::

3. Horizontal communication : Communication between two or more persons who are subordinates working under the same person or on the same level. Main objective is developing teamwork and promoting group co-ordination within an organization. More casual in tone and occurs more frequently. Saves time and facilitates cooperation. 16

4. Vertical communication::

4. Vertical communication : That cut across work areas and organization level. Communication flowing between people belonging to different levels of hierarchy and having no direct reporting relationship. Used generally to quick the information flow, improve understanding. 17

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Practical study of the organization. :

Practical study of the organization. I decided to Select the HBL because it was the 1 st bank of Pakistan. Have many branches in all cities of Pakistan. A wide network of communication. Therefore, it helps me in completing my assignment. 19

Introduction of HBL:

Introduction of HBL It is the prime bank in country established in 1941 having a registered head office in Karachi. It was nationalized in 1974, but on 26 th February 2004, it has been privatized by government of Pakistan and is taken over by Aga Khan fund for economic development (AKFED). They acquired 51 percent of shares of HBL. It is one of the largest banks of Pakistan with 1439 branches all over the Pakistan. 20

History of HBL :

History of HBL HBL established operations in Pakistan in 1947. First international branch was established in Colombo. Sri lanka in 1951 Holds the domestic market share of 40% Nationalized in 1974 Quaid-e-azam was the first person to open his personal account in HBL. 21

Vision of HBL::

Vision of HBL: “ Enabling people to advance with confidence and success”. Mission statement: “To make our customers prosper, our staff excel and create value for shareholders”. 22

Communication channel of HBL::

Communication channel of HBL : The communication channels that are used to communicate internally and externally of HBL are: Emails Ip phone Letters Memos Advertising Notice boards Video conference Computers Fax 23

Emails: :

Emails: It is the most commonly used channel in HBL. It is used for internal communication. Emails are send between branch-to-branch, branch to regional office, and branch to head office. The branch managers have the power to send the emails or the department managers have the powers. Mostly it depends upon the internal policy of each branch. Advantages of Emails: Low cost Highly confidential Easily send and receive. 24

2. Ip phones::

2. Ip phones: IP phones are used to communicate internally between different branches of HBL. This communication channel is very cheap and easily available. The managers just have to dial the code of the other branch and can communicate with it. 3 . Letters: Letters are not often used in HBL for communication. It is mostly used to send hard copies, invoice, receipts and for purchasing. The managers of each branch have the power to send letters. The other staff members need to take permission from managers to send it. 25

4. Memos: :

4. Memos: Memos are used to communicate internally in HBL. Memos are written between different departments or different branches to share information. The managers and staff members have the power to send and receive memos. 5. Advertising: Advertising are the one-way communication with the customers. TV, radios, and newspapers are used to communicate. Advertising is also the main channel of communication. Only the head office has the power for advertising. 26

6. Notice Boards::

6. Notice Boards : Notice boards are used to communicate internally and externally. Important news or notices are often seen on HBL notice boards. The things that are placed on notice board are: Timings of bank New policies New interest rates Pamphlet New schemes Other material 27

7. Video conference::

7. Video conference : Video conferences are not mostly used in HBL. It is often used at the regional level offices but not at the branch level. 8. Computers: Computers are the most widely used communication channel in HBL. It connects the internal and external environment of the bank. The networks and software’s are used to communicate. All the transactions are passed through the computer. The accountant, cashier, managers all use the computers. It connects the branches using software’s. 28

9. Fax::

9. Fax: Fax is not commonly use these days but the Fax facility is always available in HBL for communication. Fax communication is the rarest communication channel in HBL. It is mostly used when internet network is down. 29

SWOT Analysis:

SWOT Analysis Strength: Strong communication channels. Clear management structure of HBL that is help in communicating effectively. No communication gaps. Weakness: using old communication channels. using old ideas in advertising. Ip phones networks are not good. Managers has all the powers that delays the communication. 30


Opportunity: 31


Suggestions: Now a day, they are not advertising properly therefore they should focus on the advertisements. They should improve the links of IP phone, which makes hurdles in communication. The manager should delegate some authority to juniors that can make the communicative fast. They should use the modern technology like VIDEO CONFERENCE and SKYPE 32


Conclusion: From the report I concluded that everyone In HBL knows his authority and responsibilities that why their communication is better than other banks. Everybody knows that when and where to communicate. They are using old communication channels for upward and downward communication. However, they should improve IP phone network and should increase the Video conference that can make their communication easy. And other Communication channels are working properly and effectively. 33

References: :

References: My course book Google Iqbal butt (Manager of haji pura branch HBL) 34

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