1

2

Prepared by: Zeeshan Safdar

Presents to: Sir Imran Ashiq

Roll # : AM552928

Topic: Formal Channels of Communication.

3

INTRODUCTION

4

What is communicationCommunication is defined as an exchange of ideas and information.Communication is important because it is about how information is sent and received.So we can say that communication is a two way process of exchanging information.

5

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 CommunicationEffective 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.

2. MESSAGE:

Message is the main idea that you wish to communicateIt can be verbal or non verbal.

7

3. MEDIUM:

Medium is the channel for transmitting the message. The medium can be oral as well as written.

4. RECEIVER:The reader of your message is called receiver. The message

is designed for the receiver. The receiver has to be smart enough to understand a message.

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

feedback.

8

Internal and external communication:Internal communication is the communication that occurs within the organization between people who works in the same organization.

Examples are:A boss talks to manager.A memo is passed to the employeesExternal 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.Advertising.

9

Communication is classified in two categories. Formal communication: Formal communication refers to communication that Is part of the communication required to do one’s job. it is Official information exchange.

Examples are:EmailsMemosLetters

10

2. Informal communicationAlong with formal channel, every organization has informal channel of communication that is equally effective. It is Not officially statements and often discouraged.Informal communication can carry gossip.

Examples are:Talking with friendsGossipsContain shorter version of words.

11

The directions of communication.Four directions in which communication can travel are: DownwardUpwardlateral or horizontalAnd Vertical.

12

1. Downward communication:Involves communication from high level to low level . For Example, when managers assign goals to their employees.

2. UPWARD COMMUNICATION:Flows from low level to high level of the organization, for example, when there is a need to communicate problems, results or suggestions.

13

3. Horizontal communication:Communication between two or more persons who are working under the same person or on the same level.More casual in tone and occurs more frequently.It Saves time.

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.

14

15

Practical study of HBL

16

Introduction of HBL It is the prime bank in country established

in 1941 having a head office in Karachi. It was nationalized in 1974, but on 26th

February 2004, it has been privatized by government of Pakistan.

It is one of the largest banks of Pakistan Quaid-e-azam was the first person to open

his personal account in HBL.

17

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”.

 

 

18

Communication channel of HBL:The communication channels that are used to communicate internally and externally of HBL are:

1. Emails

2. Ip phone

3. Letters

4. Memos

5. Advertising

6. Notice boards

7. Video conference

8. Computers

9. Fax

19

1. 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.

 Advantages of Emails:Low costHighly confidentialEasily send and receive.

20

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.

21

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.

22

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 bankNew policiesNew interest ratesPamphletOther material

23

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. The accountant, cashier, managers all use the computers.

24

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.

25

SWOT AnalysisStrength: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.

26

Opportunities:Call centre services should be improved to enhance their network.The improvement in communication channels can attract the customers.The upward and downward communication improves the environment of bank.

Threats: The competitor banks like Standard chattered and MCB are advertising well which is the main threat for HBL. The use of modern and effective technology by competitors is another threat for HBL.

 

27

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.

28

Recommendations:1. Now a days, they are not advertising properly

therefore they should focus on the advertisements.

2. They should improve the links of IP phone, which makes hurdles in communication.

3. The manager should delegate some authority to juniors that can make the communicative fast.

4. They should use the modern technology like VIDEO CONFERENCE and SKYPE

29

THE END!