CHAPTER-1 ( INTRODUCTION )
1.1 STATEMENT:
By communication we mean the process of transmitting meanings ideas and understanding of a person or a group to another person or a group. The topic of our survey is communication practices in sylhet region and we have selected the prime bank ltd as our field. For our survey we have visited the subid bazar branch of this bank,which had established on 1995. In sylhet division prime bank has 11 branches and they has 83 branches all over the country.
1.2 OBJECTIVE OF THE STUDY:
Here we keep focusing on two objective of study. One is general and another one is specific objective. The objectives are folliws:
GENERAL OBJECTIVES:
1 To learn more about business communication.
2 To know the present condition of the Prime bank.
3 To know the position of the bank by communication .
SPECIFIC OBJECTIVES:
1 For knowing the overall performation of Prime Bank.
2 To know the communication quality of Prime Bank.
3 To know the communication process of Prime Bank.
4 To know their external and internal relations.
5 To know about the effectiveness of their communication process.
1.3 Literature Review:
1.3.1 Main forms of communication in business:
The importance of communication in business becomes even more apparent when we consider the communication activities of an organization from an overall point of view. These activities fall into three broad categories: internal operational, external operational and personal.
Internal operational communication: All the communication that occurs in conducting work within a business is classified as internal operational. It takes many forms includes orders and instructions that supervisors give workers, as well as oral exchanges among workers about work matters. Reports and records that workers prepare concerning sales, production, inventories, finance, maintenance and so on. Also memorendums, email messages etc.
External operational communication: The work releted communicting that a business does with people and groups outside the business is external service companies, customers and the general public. The importance of external communication to a business hardly requires supporting comments. Every business depends on outside people and group for its sucess.
Personal communication: Not all communication occurs in business is operational. Personal communication is the exchange of information and feelings in which human beings engage whenever they come together. We are social or nothing to say.
1.3.2 Communication network of an orgnization: Looking overall flow of informations there are two main types of communication network:
The formal network: The main lines of flow are like the network of arteries in the body. Just like business has major and well-established channels of information flow. This are the formal channels, the main lines of operational communication. The flow includes the movements of information by reports, memorendums, records, and such within the organization; of orders, instructions, and messages down the authority structure of working information through the organization's computer network, and of extrenally directed letters, sales presentations, advertising and publicity. Prescribed rules and procedures is called informal communication. It follows no set rules non adheres to the organization's hierarchy. Rather it take places ooutside the chain of command. Grapevine and rumor is the types.
1.3.3 Purposes of business communication:
Generally people communicate for three basic purposes: to inform, to persuade, and to certain. The elaborate purposes of business communication are discussed below:
1. To arrive at a common maening of a message mutually understood from the sender to reciever.
2. To exchange business messages between businessmen or business enterprise.
3. To bring about changes providing favourable informatin about risks and opportunities.
4. To manage organization by planning, organizing, leading, and controlling of organizational resources.
5. To establish and mantain relations with actors of business environment.
6. To ceate image in market acceptability of organization and its products.
7. To facilitate joint ventures by globalization for the development of the economies of the world.
8. To raise employees enthusiasm, morality, and resistence to frustration.
9. To discipline employees to don't abide by the norms of organization, or violate the rules and regulations.
10. To counsel people for the retirement, alternative job selection, and relieving, career anchoring, adjusting with new environment, etc.
1.3.4 Importance of business communication:
Communication is lifeblood of business. No business can develop and sustain in the absence of communication. The importance of business communication is given below:
1. Linking pin: Business communication links together the people in the organization to achieve the common purpose of business organigation. It binds them together as a concerted team and acts as the linking pin among them to work as a socil unit.
2. Promotion of managerial efficiency: Managers perform certain roles to maximize the use of organizational scarce resources. These roles are interpersonal roles, informational roles and decisional roles.
3. Leadership execution: Leadership is the process of directing and influencing a group of people toward organizational goals. It requires communication to exert influence or to direct workforce so that they can understand the view of the leadership and act accordingly.
4. Investigation and research: Investigation and research is a general phenomenon of organizational management. Research and investigation explore the opportunity and identify threats.
5. Business promotion: Promotion is a strategic function that develops image, information, and loyalty in the market and expands market of the product of the organization.
6. Negotiation: Negotiation is regularly done with vendors, channel members, trade unions, small groups, and other interested parties to make contacts or to settle issue of difference.
7. Performance of managerial functions: Managers perform the functions of planning, organizing, leading, and controlling. These functions are performed through communicating with people working in various positions in an organization.
8. Promotion of innovation: Innovation is a new idea applied to initiating or improving a process, product, or service. It gives a new dimensional use of existing product or process.
9. Promotion and collaboration: Joint ventures, strategic alliances, merger, pool etc are the demands of the day. Globalization makes those actions more essential for survival of a firm in increasingly free economy.
10. Bringing change: Change is inevitable for every company. No change can bring up without communication.
1.3.5 Barriers to effective communication:
Effective communication is a dream of every communicator. Barriers are classified intonfollowing categories:
1. Process barriers: Sender barrier, encoding barrier, message barrier, medium barrier, decoding barrier, receiver barrier, feedback barrier, etc are process barriers.
2. Personal barriers: Inability of a person to communicate, interpretation of information, interpersonal trust between people, stereotypes and prejudices, peoples ego, poor listening skill, natural tendency to judge or evaluate senders message, etc are the common personal barriers.
3. Physical barriers: Any physical obststruction that cause disturbance in the communication process is physical barrier. The distance between employees can interfere with effective communication.
4. Semantic barriers: Semantic is the study of the words. This barriers show up as encoding and decoding errors because these phases of comunication involve transmitting and receiving words and symbols.
5. Defensive provoking communication: The style of communication used by managers or people itself act as a barrier to communication. That is, when a manager sends a message in a way that provokes defensiveness, he or she contributes to the poor inter personal relationship.
6. organizational barrier: The barries that are originated from organizational environvent are organigational problems. It affects human relation and deters communication effectiveness.
1.3.6 Medium of business communication:
1. Oral communication: When communication takes place orally it is called oral communication. Oral communication can be mechanical or non-machanical.
Telephone, radio, tv, microphone are example of mechanical oral communication.
Conversation, interview, group discussion, counseling, conference are examples of non-mechanical oral communication.
2. Written communication: A message communicated in a written form is known as written communication. Written communication can be for management or for employees.
Special management bulletin, management news letter, formal mgt report, policy statement, supervisors handbook, special publication for supervisors, reports, are the example of communication for management.
Employee bulletin, employee nwespaper, question box, complaint box, leaflet, circular notice, annual financial statement, etc are examples written communication for employees.
3. Computer based communication: The communication which occurs by electrnic devices it is called computer based communication. E-mail, V-mail, teleconferencing, video conferencing, cellular phone, facsimile, electronic bulletin doard, etc are some example of computer based communication. 1.4 IMPORTANCE OF THE STUDY:
It is a field study for our course recuirement.Research at an organigation like The Prime Bank on the basis of business communication reveal important inter relation and procedures for effective communication.We have studied about the topic business communication in term of Prime Bank, which has provided us with much necessary information about communication. We have also acknowledged with the core concept of such an organization. We think their communication process is open and inter relation between various section are very strong, which can be a model for this kind of organigation. We have already understood that how an organization like this bank manages their external,internal and online communication. Study like this is very important for comparing and understanding the present situation of this bank.
1.5 OPERATIONAL DEFINATION:
COMMUNICATION:
According to O.W. Baskin and Craig E.Aronoff- Communication is the exchange of message between people for the purpose of achieving common meanings.
BUSINESS COMMUNICATION:
According to prof J Haste - Communication occured between two or more businessmen for organiging and administering business efficiently is business communication.
According to Brennan- the exchange of information or ideas in the field of commerce and industry is called business communication.
ORGANIGATION:
A group of people who form a business, club, etc. togwther in order to achieve a particular aim to work for a business, political or, voluntary activity.
PERSONAL:
GRAPEVINE: The grapevine is a major informal communication pathway in an organization. It consists of several informal communication networks in an organization. It is quite natural that whenever people congregate into groups, they are interested to know eachother more closely.
RUMOUR: Rumour is a kind of mejor manifesto of the informal cmmunication, the word rumour is used to mean a message that is transmitted without secure standards of evidence being present.
CHAPTER-2 ( METHODOLOGY )
2.1 RESEARCH METHOD:
We have used Qualitative method to collect the data. As it is business communication so that we can't make it count that's why we use here qualitative method. Here we can't express the communication information in numerical terms thet's why the qualitative method has been used for reseach.
2.2 RESEARCH AREA:
The research area means the area on which the research work has done. Broadly, any specific place or region where the survey will be effective and the information will be collected frem this place. Our research area is The Prime Bank, Subidbazar.
2.3 Sources of data:
The can be collected by two ways, one is primary and another one is secondery source.
PRIMARY SOURCES:
Primary source means the sources from where we can collect data directly, which means the collection of data from the root level informant.In this process the investigators meets the informant or respondent for the collection of data. For our presentation report we went there physically and collected data from some trusted suppliers.
SECONDARY SOURCES:
For the requirement of data collection we used the secondary source also, which means we haven't collected it directly or physically. We used secondary source like:
1 Books and
2 website.
2.4 METHOD OF DATA COLLECTION:
Method of data collection means the process which we have used for the collection of data for our research. We have used case study method. Because we specifically worked for a particular organization's communication as a case study.
2.5 LIMITATION OF DATA COLLECTION:
Any information of an organization is confidential for them specially if it is a banking organigation.They don't want to share any information with others.Though Prime Bank is a banking organization they hesitated to provide us with such personal communication information. Although we had ensured them that we will not disclose any information, as it is only for our course study.
2.6 LIMITATION OF RESEARCH:
Every research faces some limitations, which are releted to the topic or not. The limitations that we have faced are:
1 Time limit,
2 Budget limit.
CHAPTER-3 ( DATA PRESENTATION AND CONCLUSION )
3.1 DATA ANALYSIS:
3.2 PERSONAL EVALUTION:
3.3 REFERENCES:
1. Mohiuddin Mohammad, 2005,Business Communication,New age publications,dhaka,second edition.
2. Lesikar V. Raympond, Pettit D. John, Flatley E. Marie, Lesikar's Basic business communication, Tata Mc-Graw-Hill Publishing Company Limited,New Dhelhi,eight edition.
1.1 STATEMENT:
By communication we mean the process of transmitting meanings ideas and understanding of a person or a group to another person or a group. The topic of our survey is communication practices in sylhet region and we have selected the prime bank ltd as our field. For our survey we have visited the subid bazar branch of this bank,which had established on 1995. In sylhet division prime bank has 11 branches and they has 83 branches all over the country.
1.2 OBJECTIVE OF THE STUDY:
Here we keep focusing on two objective of study. One is general and another one is specific objective. The objectives are folliws:
GENERAL OBJECTIVES:
1 To learn more about business communication.
2 To know the present condition of the Prime bank.
3 To know the position of the bank by communication .
SPECIFIC OBJECTIVES:
1 For knowing the overall performation of Prime Bank.
2 To know the communication quality of Prime Bank.
3 To know the communication process of Prime Bank.
4 To know their external and internal relations.
5 To know about the effectiveness of their communication process.
1.3 Literature Review:
1.3.1 Main forms of communication in business:
The importance of communication in business becomes even more apparent when we consider the communication activities of an organization from an overall point of view. These activities fall into three broad categories: internal operational, external operational and personal.
Internal operational communication: All the communication that occurs in conducting work within a business is classified as internal operational. It takes many forms includes orders and instructions that supervisors give workers, as well as oral exchanges among workers about work matters. Reports and records that workers prepare concerning sales, production, inventories, finance, maintenance and so on. Also memorendums, email messages etc.
External operational communication: The work releted communicting that a business does with people and groups outside the business is external service companies, customers and the general public. The importance of external communication to a business hardly requires supporting comments. Every business depends on outside people and group for its sucess.
Personal communication: Not all communication occurs in business is operational. Personal communication is the exchange of information and feelings in which human beings engage whenever they come together. We are social or nothing to say.
1.3.2 Communication network of an orgnization: Looking overall flow of informations there are two main types of communication network:
The formal network: The main lines of flow are like the network of arteries in the body. Just like business has major and well-established channels of information flow. This are the formal channels, the main lines of operational communication. The flow includes the movements of information by reports, memorendums, records, and such within the organization; of orders, instructions, and messages down the authority structure of working information through the organization's computer network, and of extrenally directed letters, sales presentations, advertising and publicity. Prescribed rules and procedures is called informal communication. It follows no set rules non adheres to the organization's hierarchy. Rather it take places ooutside the chain of command. Grapevine and rumor is the types.
1.3.3 Purposes of business communication:
Generally people communicate for three basic purposes: to inform, to persuade, and to certain. The elaborate purposes of business communication are discussed below:
1. To arrive at a common maening of a message mutually understood from the sender to reciever.
2. To exchange business messages between businessmen or business enterprise.
3. To bring about changes providing favourable informatin about risks and opportunities.
4. To manage organization by planning, organizing, leading, and controlling of organizational resources.
5. To establish and mantain relations with actors of business environment.
6. To ceate image in market acceptability of organization and its products.
7. To facilitate joint ventures by globalization for the development of the economies of the world.
8. To raise employees enthusiasm, morality, and resistence to frustration.
9. To discipline employees to don't abide by the norms of organization, or violate the rules and regulations.
10. To counsel people for the retirement, alternative job selection, and relieving, career anchoring, adjusting with new environment, etc.
1.3.4 Importance of business communication:
Communication is lifeblood of business. No business can develop and sustain in the absence of communication. The importance of business communication is given below:
1. Linking pin: Business communication links together the people in the organization to achieve the common purpose of business organigation. It binds them together as a concerted team and acts as the linking pin among them to work as a socil unit.
2. Promotion of managerial efficiency: Managers perform certain roles to maximize the use of organizational scarce resources. These roles are interpersonal roles, informational roles and decisional roles.
3. Leadership execution: Leadership is the process of directing and influencing a group of people toward organizational goals. It requires communication to exert influence or to direct workforce so that they can understand the view of the leadership and act accordingly.
4. Investigation and research: Investigation and research is a general phenomenon of organizational management. Research and investigation explore the opportunity and identify threats.
5. Business promotion: Promotion is a strategic function that develops image, information, and loyalty in the market and expands market of the product of the organization.
6. Negotiation: Negotiation is regularly done with vendors, channel members, trade unions, small groups, and other interested parties to make contacts or to settle issue of difference.
7. Performance of managerial functions: Managers perform the functions of planning, organizing, leading, and controlling. These functions are performed through communicating with people working in various positions in an organization.
8. Promotion of innovation: Innovation is a new idea applied to initiating or improving a process, product, or service. It gives a new dimensional use of existing product or process.
9. Promotion and collaboration: Joint ventures, strategic alliances, merger, pool etc are the demands of the day. Globalization makes those actions more essential for survival of a firm in increasingly free economy.
10. Bringing change: Change is inevitable for every company. No change can bring up without communication.
1.3.5 Barriers to effective communication:
Effective communication is a dream of every communicator. Barriers are classified intonfollowing categories:
1. Process barriers: Sender barrier, encoding barrier, message barrier, medium barrier, decoding barrier, receiver barrier, feedback barrier, etc are process barriers.
2. Personal barriers: Inability of a person to communicate, interpretation of information, interpersonal trust between people, stereotypes and prejudices, peoples ego, poor listening skill, natural tendency to judge or evaluate senders message, etc are the common personal barriers.
3. Physical barriers: Any physical obststruction that cause disturbance in the communication process is physical barrier. The distance between employees can interfere with effective communication.
4. Semantic barriers: Semantic is the study of the words. This barriers show up as encoding and decoding errors because these phases of comunication involve transmitting and receiving words and symbols.
5. Defensive provoking communication: The style of communication used by managers or people itself act as a barrier to communication. That is, when a manager sends a message in a way that provokes defensiveness, he or she contributes to the poor inter personal relationship.
6. organizational barrier: The barries that are originated from organizational environvent are organigational problems. It affects human relation and deters communication effectiveness.
1.3.6 Medium of business communication:
1. Oral communication: When communication takes place orally it is called oral communication. Oral communication can be mechanical or non-machanical.
Telephone, radio, tv, microphone are example of mechanical oral communication.
Conversation, interview, group discussion, counseling, conference are examples of non-mechanical oral communication.
2. Written communication: A message communicated in a written form is known as written communication. Written communication can be for management or for employees.
Special management bulletin, management news letter, formal mgt report, policy statement, supervisors handbook, special publication for supervisors, reports, are the example of communication for management.
Employee bulletin, employee nwespaper, question box, complaint box, leaflet, circular notice, annual financial statement, etc are examples written communication for employees.
3. Computer based communication: The communication which occurs by electrnic devices it is called computer based communication. E-mail, V-mail, teleconferencing, video conferencing, cellular phone, facsimile, electronic bulletin doard, etc are some example of computer based communication. 1.4 IMPORTANCE OF THE STUDY:
It is a field study for our course recuirement.Research at an organigation like The Prime Bank on the basis of business communication reveal important inter relation and procedures for effective communication.We have studied about the topic business communication in term of Prime Bank, which has provided us with much necessary information about communication. We have also acknowledged with the core concept of such an organization. We think their communication process is open and inter relation between various section are very strong, which can be a model for this kind of organigation. We have already understood that how an organization like this bank manages their external,internal and online communication. Study like this is very important for comparing and understanding the present situation of this bank.
1.5 OPERATIONAL DEFINATION:
COMMUNICATION:
According to O.W. Baskin and Craig E.Aronoff- Communication is the exchange of message between people for the purpose of achieving common meanings.
BUSINESS COMMUNICATION:
According to prof J Haste - Communication occured between two or more businessmen for organiging and administering business efficiently is business communication.
According to Brennan- the exchange of information or ideas in the field of commerce and industry is called business communication.
ORGANIGATION:
A group of people who form a business, club, etc. togwther in order to achieve a particular aim to work for a business, political or, voluntary activity.
PERSONAL:
GRAPEVINE: The grapevine is a major informal communication pathway in an organization. It consists of several informal communication networks in an organization. It is quite natural that whenever people congregate into groups, they are interested to know eachother more closely.
RUMOUR: Rumour is a kind of mejor manifesto of the informal cmmunication, the word rumour is used to mean a message that is transmitted without secure standards of evidence being present.
CHAPTER-2 ( METHODOLOGY )
2.1 RESEARCH METHOD:
We have used Qualitative method to collect the data. As it is business communication so that we can't make it count that's why we use here qualitative method. Here we can't express the communication information in numerical terms thet's why the qualitative method has been used for reseach.
2.2 RESEARCH AREA:
The research area means the area on which the research work has done. Broadly, any specific place or region where the survey will be effective and the information will be collected frem this place. Our research area is The Prime Bank, Subidbazar.
2.3 Sources of data:
The can be collected by two ways, one is primary and another one is secondery source.
PRIMARY SOURCES:
Primary source means the sources from where we can collect data directly, which means the collection of data from the root level informant.In this process the investigators meets the informant or respondent for the collection of data. For our presentation report we went there physically and collected data from some trusted suppliers.
SECONDARY SOURCES:
For the requirement of data collection we used the secondary source also, which means we haven't collected it directly or physically. We used secondary source like:
1 Books and
2 website.
2.4 METHOD OF DATA COLLECTION:
Method of data collection means the process which we have used for the collection of data for our research. We have used case study method. Because we specifically worked for a particular organization's communication as a case study.
2.5 LIMITATION OF DATA COLLECTION:
Any information of an organization is confidential for them specially if it is a banking organigation.They don't want to share any information with others.Though Prime Bank is a banking organization they hesitated to provide us with such personal communication information. Although we had ensured them that we will not disclose any information, as it is only for our course study.
2.6 LIMITATION OF RESEARCH:
Every research faces some limitations, which are releted to the topic or not. The limitations that we have faced are:
1 Time limit,
2 Budget limit.
CHAPTER-3 ( DATA PRESENTATION AND CONCLUSION )
3.1 DATA ANALYSIS:
3.2 PERSONAL EVALUTION:
3.3 REFERENCES:
1. Mohiuddin Mohammad, 2005,Business Communication,New age publications,dhaka,second edition.
2. Lesikar V. Raympond, Pettit D. John, Flatley E. Marie, Lesikar's Basic business communication, Tata Mc-Graw-Hill Publishing Company Limited,New Dhelhi,eight edition.
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