1.

Introduction:
Internal communication is an increasingly powerful tool for organizations. It encompasses how an organization defines itself and the value of being an employee within it. As companies are being pressurized to improve the bottom line and build the right strategy, it is essential for them to realize that their most important asset is, in fact, their people. Internal communications may be used to Exchange views and ideas Issue and receive instructions iscuss problems

!onsidering the developments, internal communications are concerned primarily with the managed sharing of information and ideas within an organization. It is also worth noting that your organization may be affected by legislation about communicating with its wor"force. Internal communications start before employment and continue into instruction and the presentation of processes and procedures. #ngoing communications may be through a company newsletter or magazine, team briefing, staff notices and formal corporate meetings. $here is still communication to do when people leave the company. %hatever the size or type of your organization, people tal" to each other, so it&s important to ma"e sure that they&re all getting the same messages about the values of your business and news about what&s happening. Effective communications can be the lifeblood of an organization, carrying "ey information and engaging people at all levels in a common purpose ' where they see your business as their business( Internal communication is considered a vital tool for binding an organization, enhancing employee morale, promoting transparency and reducing attrition. Ironically, while everybody understands and tal"s about the significance of internal communication, very few are able to manage it efficiently. )oth the long-term and short-term fallout of ineffective internal communication can be damaging for an organization. It can start from the spread of rumors to disillusionment among employees to a gradual damage of the company&s brand image. %orse, it may also lead to the slow death of the organization.

1.1. Origin of Report:

)*+ ,-1 .)usiness !ommunication/ is one of the graduate re0uirements for the ))A students of 1orth +outh *niversity. $he main purpose of the course is to introduce students to the basics of professional business communication. #ur course instructor 2s. 3ashfah 3han !howdhury assigned us to analyze business communication system of an organization and prepare a report based on that. #ur research report is an effort to fulfill the goal of applying fundamental concepts of the course in a realistic context. $he submission date of this report is 4th +eptember, ,516. $his report was prepared by 2d. 2oniruzzaman 7ubel .1565866565/, 9ai:ul Alam .1,15,46565/.

1.2. Objective of the Report:

$he ob:ective of the report can be viewed into two forms; <eneral #b:ective +pecific #b:ective General Objective: $his report is prepared primarily to fulfill the re0uirement of the course; )*+ ,-1 .)usiness !ommunication/ under the course instructor of this course 2s. 3ashfah 3han !howdhury.

Specific Objective: #verview of the organization and their internal communication policies = procedures. $o have an overall idea by the theoretical concept of internal communication process. Increase the "nowledge about a company communication system. Increase our communication s"ills. $o represent internal communication in a ban" = how much effectively an organization with each other inside the ban". $o provide recommendations.

1.3 Methodology:
$he study was conducted in a systematic procedure starting from selection of the topic to final report preparation. $he integral part was to collect and identify data> they were classified, analyzed, interpreted, and presented in a systematic manner to find the vital points. $he overall process of methodology followed in the study is explained further. ri!ary Source":

As for primary source, we plan to survey ,5 employees in ?rime )an" @imited through a 0uestionnaire to find out the difficulties, challenges and barriers they face in their wor"place to communicate with others and also their views concerning different communication process and whether effective and traditional communication process are able to solve their communication problems and ma"e the communication effective within the organization. Secondary Source": Internal and external ' are the two secondary sources. Internal Source": Includes different data and documents provided by the "ey employees of ?rime )an" @imited. #$ternal Source": Includes different websites, boo"s, :ournals, news papers, annual reports, online resources etc. %la""ification& 'naly"i"& Interpretation" and re"entation of data: +ome diagrams and tables were used in this report for analyzing the collected data and to explain certain concepts and findings more clearly. $he 2icrosoft Excel software was used to derive the diagrams and tables. !ollected data were then analyzed precisely. A hypothesis was also developed to test the degree of influence of business communication system on employee performance.

1.( )inding" of the Study: 3

$he collected data were analyzed well and were pointed out and shown as findings at the end.

1.*. +i!itation": %e have accepted some limitations while preparation of this report. $hey are as follows; )udgeted time constraint was one of the main limitations that hindered to cover all aspects of the study. ue to lots of study pressure and other relevant events in 1+*, we could not give our most for the report.

Inade0uate experience to conduct a survey in accurate manner was another limitation we encountered. Every organization maintains its own secrecy that is not revealed to external world. %hile surveying and interviewing, some company personnel did not disclose enough information for the sa"e of confidentiality of the organization. #ur "nowledge limitations limited the scope of this report to some extent. As stri"es were being held in a continuous fashion we, the group members, failed to meet for group wor"s that hampered our progress towards the completion of this report. %e are lac"ing of sufficient data.

,ypothe"i":
$here are various ways to communicate within a business, and communication is the essence of management. It involves the constant flow of information, through various levels of hierarchy both laterally and vertically. Effective communication is essential in maintaining cohesion within a group. !ommunication can be formal or informal in ban" sector. $he research that conducted will help us understand whether the mixture of communication methods has any advantages and disadvantages. $here may be certain advantages from the mixture of communication methods such as easier to communicate with one another within the organization and might also build loyalty towards the company. #ur hypothesis topic is, 4

-.oe" Internal %o!!unication ,ave an i!pact in an organi/ation01

+iterature Revie2:
In the hypothesis, it has been stated that, A$here are various ways to communicate within a business, and communication is the essence of management. It involves the constant flow of information, through various levels of hierarchy both laterally and vertically and it is essential in maintaining cohesion within a group. !ommunication can be formal or informal in ban" sector. $herefore, there are three hypothesis by which we try to prove that whether Internal !ommunication does have an impact in an organization. %e have selected one of the )ranches of ?rime )an" @td for collecting the information regarding the importance of internal communication system in an organization. +trong verbal communication system is must to ensure the customer satisfaction by delivering prompt and 0uality service. $he relationship between the manager and employees carries a significant importance for maintaining a positive internal communication system. Eventually it creates a perfect teamwor"ing environment inside the organization. $he manager and manager operation are able to ma"e faster decision to solve the critical problem in that case. In addition, technological impact in servicing industry specially in ban"ing industry is intense. efective technological system is a constraint to establish a proper and smooth communication between the head 0uarter and the respective branches. +o, to mitigate this sort of inconsistency, ?rime )an" should organize proper training for the employees so that they "now what exactly have to do in what case. +ometimes the way of communication becomes a barrier in the organization li"e lac" of English "nowledge among the employees can put a negative impact in the internal communication system. +o, to sustain in the )an"ing industry in the long run as one of the leading !ommercial ban"s, ?rime )an" has to overcome the loophole in the communication process. Arrangement of effective training, wor"shops, development of information technology, and if possible they can introduce a course regarding the development English "nowledge and s"ills among the employees.

Organi/ational Overvie2:
ri!e 3an4 +i!ited is a private commercial ban" in )angladesh. It was established on April 18, 1BB-. It is now one of the ban"s in )angladesh which follows international standard in )an"ing and 9inance. ri!e 3an4 +i!ited has now 61 branches all over the country. ri!e 3an4 +i!ited was created and commencement of business started on 18 April 1BB-. $he sponsors are reputed personalities in the field of trade and commerce and their sta"e ranges from shipping to textile and finance to energy etc. ri!e 3an4 +i!ited offers all "inds of !ommercial !orporate and ?ersonal )an"ing services covering all segments of society. iversification of products and services include !orporate )an"ing, 7etail )an"ing and !onsumer )an"ing right from industry to agriculture, and real estate to software. ri!e 3an4 +i!ited is always with modern thin"ing and up to date technology. It has naturally introduced online ban"ing, A$2 service and any branch ban"ing li"e products. ri!e 3an4 +i!ited is prospering along with its clients and partners and contributing to nation as well. 5i"ion: $o be the best ?rivate !ommercial )an" in )angladesh in terms of efficiency, capital ade0uacy, asset 0uality, sound management and profitability having strong li0uidity. Our Mi""ion:

$o build ?rime )an" @imited into an efficient, mar"et-driven, customer focused institution with good corporate governance structure. !ontinuous improvement of our business policies, procedure and efficiency through integration of technology at all levels. roduct 6 Service"; 7etail )an"ing, !orporate )an"ing, Islamic )an"ing, +2E )an"ing, 17) )an"ing, #ffshore )an"ing, $reasury.

Internal %o!!unication %hannel" of ri!e 3an4 +i!ited:

$he business of ?rime )an" @imited relies on different communication tools for almost every aspect of its operation. 9rom conducting sensitive conversations between two individuals to instantly disseminating critical information across a mass audience and even recruiting new customers, a number of established and emerging channels allow their business to meet a number of communication needs.

1. )ace to face co!!unication: 9ace to face communication can ta"e many

forms- big meetings, small meetings, management conferences, team meetings, team briefings etc. All these communications promise two-way communication. If there is not a sense of involvement, then the real possibilities of face to face communications are not being realized.

,. %onference": !onference communications are used for new developments or special

announcements. !onferences are a time of new policies, new plans, new directions, and the effort to articulate them will itself help develop new initiatives.

6. 7otice 3oard": $hey are the most primitive channels for ?rime )an" @imited&s
internal communication. $hey are fast and reliable way to reach everybody because they can be mounted in sites of maximum exposure. $hey need to be "ept simple.

C. #8!ail: It is the most productive of all business communication tools used in ?rime

)an" @imited. $hey are fast and confidential and contain the possibility of response from individuals but, as in notice boards, messages need to be factual and short. Intranet": Intranets are a repository of information and opinion. $heir search function allows users to find their way rapidly to the "ind of information. ublication": ?ublications are printed word and are of different sorts for different 7

-. D.

readerships within the organization. $hey maybe a review from the top management or from other groups of managers = employees of ?rime )an" @imited.

8. 'nnual Report": ?rime )an" @imited provides a copy of their annual reports to all

their people as a matter of course, either on paper or electronically. It shows seriousness in ac"nowledging employees and shows consistency. $he people who wor" for ?rime )an" @imited are probably the most dedicated users of its website.

4. 9eb8"ite": $he web ma"es no distinctions as to who the readers of the site are.

B. 3u"ine"" +etter": )usiness letters are used in a minimal as the company has ta"en

initiative named E<oing ?aperlessF in order to achieve environmental sustainability. espite this fact in some they use business letters including in0uiry letter, ac"nowledgement letter, and ad:ustment letters, refusal letter etc.

15. :elephone: : It is the most used tool in business communication of ?rime )an" @imited as it allows all company personnel to remain in contact with each other at all times, whether in or out of the office. It connects various members of the business on all levels, allowing them to always be focused, reachable, organized, and up-to-date on business operations. 11.5erbal %o!!unication: It is the most effective system in business communication of ?rime )an" @imited. Gerbal communication is when we communicate our message verbally to whoever is receiving the message. #!ployee to e!ployee co!!unication; As we have mentioned earlier ?)@ gives immense importance on how employees are communicating. All the employees can discuss any "inds of problems with each other anytime in the office .9or doing that they do not need to follow any formalities. Even an employee from one department can as" help from another department&s employee. ?)@ also let their employees to tal" with each other even if they don&t have any problems to discuss. 9or this particular reason, a friendly relationship has grown among all the employees. #!ployee to !anager co!!unication: ?)@ follows open door policy so that the employees can easily reach their managers help. All the managers and department&s heads always try to help their subordinates by giving continuous positive and corrective feedbac"s so that all the employees reach their highest potential. Employees are also allowed to call their department&s head by using cell phone or Email if they face any "inds of wor" related problems. Manager to e!ployee co!!unication:

2anagers are also encouraged to as" help from their employees. $hey can go to an employee&s des" anytime and as" for a favor. $o build better relationship epartment Heads of ?)@ arrange annual function such as road trips and picnic. $hey also occasionally give treats to their employees to motivate them. $o build better connection and relationship among employees and managers of ?)@ set up a table tennis court in their office space.

)inding" 6 'naly"i":
;: 1. .oe" 3+ have an effective co!!unication "y"te! to co!!unicate properly1 %e have started our survey by as"ing a very simple and basic 0uestion to "now about their communication 0uality. %e were glad to "now that, all employees said EyesF about their effective communication system. %e have as"ed employees from different departments of ?)@ such as human resource management, accounts, client service, media, events and activities department. %e have obtained the following data by the help of their cooperation. r" 'n"2e #ffective "y"te! Ies articipant" ,5 ercentage 155J %o!!unication 1o 5 5J

!hart 1.1

;: (.9hat i" the !o"t effective co!!unication "y"te! in 3+1 After doing some survey on ,5 employees we have found that Gerbal communication system is the most effective one. $hen telephone, Intranet, and internet are the next effective one in a row. 'n"2er" articipant ercentage #ffective %o!!unication Sy"te! Internet Intranet $elephone 1 C -J ,5J ,-J

Gerbal 15 -5J

%hart 1.2

10

9hat i" the !o"t effective co!!unication "y"te! in 3+1

%hart 1.3 'n"2er" #ffective %o!!unication Sy"te! Internet Intranet $elephone articipant 1 C ercentage -J ,5J ,-J

Gerbal 15 -5J

.oe" %o!!unication "y"te! help to "trengthen the Social bonding 2ith your colleague"1

'n"2er"

articipant" ercentage %hart 1.(

Strength Social bonding 2ith colleague" <e" 7o 1= 1= *=> *=>

11

'naly"i":
If the most effective communication process within the organization is verbal then the social bonding should have been stronger among the colleagues but our survey says that, it&s neutral which is a bit contradictory.

.oe" defective technology create barrier" 'n"2er" .efective co!!unication create" barrier ye" no articipant" 1? 2 ercentage @=> 1=>

%o!!unication in your ban41

%hart 1.* .o you 2ant any change" in co!!unication "y"te! of 'n"2er" %hange" in co!!unicatio n "y"te! yes no 6 18 1-J 4-J

articipant" ercentage your organi/ation1

12

%hart 1.A 'naly"i": It&s very interesting. 2a:ority of the organization thin"s that defective technology can create barriers to the organization. )ut at the same time they don&t want to change their defective system. According to survey, they want stic" with that defective system which can cause damage to their organization.

I" the co!!unication proce"" i" har!ony 2ith the 'n"2er" co!!unication proce"" i" har!ony 2ith the organi/ational culture 7o 1 -J

ye" articipant" 1B ercentage B-J organi/ational culture1

13

%hart 1.B .oe" technical 2ord create barrier" to the co!!unication in your ban41 'n"2er" technical 2ord create barrier" in co!!unication "y"te! ye" no 1C D 85J 65J

articipant" ercentage

%hart 1.?

'naly"i":
2a:ority of the organization thin"s that communication process is harmony with the organizational culture. $hat means they have adapted this communication process. )ut at the same time they aren&t aware about the technical term of their system. According to survey, if it&s a case then it might be big contradictory issue for the organization.

14

.o you feel free to co!!unicate 2ith colleague" in your organi/ation1 'n"2er" feel free to co!!unicate 2ith colleague" 7o A 3=>

<e" participant" 1( ercentage B=> !hart 1.B .oe" co!!unication "y"te! help to "trengthen the "ocial bonding 2ith your colleague"1

'n"2er"

articipant" ercentage %hart 1.1=

Strength Social bonding 2ith colleague" <e" 7o 1= 1= *=> *=>

'naly"i":
2a:ority says that, they are feeling free to communicate with their colleagues. $he social bonding should have been stronger among the colleagues but our survey says that, it&s neutral which is a bit contradictory.

15

.oe" lac4 of #ngli"h 4no2ledge hinder your ability to co!!unication in your ban41 Answers +ac4 of #ngli"h 4no2ledge hinder your ability ye" no ?articipants 1B 1 percentage B-J -J

%hart 1.11

'naly"i":
2a:ority thin"s that, lac" of English "nowledge it may hinder the employees communication in the organization. If any of the employees could not understand any term. He may misinterpret the term, which can create confusion in employees = it can have an effect in an organization. ?. Overall& ho2 "ati"fied are you 2ith co!!unication "y"te! in your organi/ation1 $ypes #f +atisfaction Extremely issatisfied +omewhat issatisfied 2oderate +omewhat +atisfied Extremely +atisfied ?articipants 5 5 1 4 11

16

'naly"i": $hough there are few problems inside the ?)@. +urprisingly, we have found that
employees are still en:oying their respective :ob. As a result, most of the employees are very satisfied to do the :ob in ?)@ with full of enthusiasm.

Re"ult:
9rom the above analysis, some 0uestions have straight answers = answers from other 0uestions seem to be contradictory. $here are two things possible for this situation. Either they did not understand the 0uestions properly or they are not willing to answer those 0uestions. It is a +mall sample size of 0uestions. %e got desirable answers from 6-C 0uestions. %e are lac"ing of sufficient data to give a decision. It is not possible to give decision based on those insufficient data. $herefore, we could not prove our hypothesis based on our survey 0uestionnaires.

Reco!!endation:
In our survey on twenty .,5/ employees of the company 1ineteen .1B/ employees answered EyesF, one .1/ employees answered EnoF when they were as"ed E.oe" defective technology create barrier" %o!!unication in your ban41F .Indicated in !hart 1.-/. on twenty .,5/ employees of the company 1ineteen .1B/ employees answered EyesF, one .1/ employees answered EnoF when they were as"ed,F .oe" lac4 of #ngli"h 4no2ledge hinder your ability to co!!unication in your ban410 .Indicated in !hart 1.11/ $he flaws in company&s business communication are acting as obstacles in their day to day to wor"s. %e have come up with some recommendations based on the flaws. %e thin" they will be helpful for the company to diminish the flaws in their overall communication system.

17

1. ?rime )an" @imited should cater the best practices of business communication to its employees through some training programs whenever necessary. ,. $he company should develop a proper guideline regarding its business communication system. It will act as a solid roadmap of business communication for the employees of the company. 6. !lear reporting relationship should be established among the employees to resolve accountability problems. C. $o improve communication among different departments e.g. 9inance, Human 7esource etc. ?rime )an" @imited should increase their Intranet networ". -. $he business communication system of the company should be more flexible to response to different situations. D. Introduce 0ualified employees who have "nowledge to handle digital communication system. 8. ?rovide the opportunities for individual comments. 4. 2anagement culture supports = stimulates freedom of expressions. B. ?romote teamwor" across boundaries. 15. $hey can constantly give important messages through interesting audio and videos.

%onclu"ion:
According to our survey, ?rime )an" @imited is still in immature stage of their business. However, the company is growing their business rapidly. $he efficient business communication system of the organization is one of the factors that have put their business in the stream of growth and success. $his efficient communication system helps organizational employees to achieve their goals in time, to solve problems, to strengthen teamwor" etc. issues. espite some facts, the organization&s communication system cannot be said as complicated one as some flaws have been found in it. $hese flaws are in-fact acting as communication barriers for employees of all levels. In such situations, the receiver does not understand the message intended by the sender in the same terms and sense and thus communication brea"down occurs. It is essential for the company to ta"e necessary steps for the organization in order to deal and cope with the flaws in their communication system to ensure smooth and effective communication. Even ?rime )an"

18

@imited does not have a specialist department now recognize the need for the function, while those leading ban"s are ma"ing innovative = productive uses of internal communication.

Reference":
?rime )an" @imited About. Available at: https://www.primebank.c m.b!/in!e".php/h me/ab #t$prime$bank %Accesse! 6th &eptember 2013' b(ash %2009'. )r !#cts * &ervices. Available at: https://www.primebank.c m.b!/in!e".php/h me/)r !#ct * &ervices %Accesse! 6th &eptember 2013' + rneris, -.%2012'. .eman! /e!ia. The Effects of Bad Communication in Business. 0etrieve! 1r m http://smallb#siness.chr n.c m/e11ects2ba!2c mm#nicati n2b#siness2 2880.html (#shal, &. %200922010'. Business communication. 3ew .elhi22.4.(.

5nterprise. / rle6, /.%2010'. Team Building to Improve Communication. 0etrieve! 1r m http://smallb#siness.chr n.c m/team2b#il!in72impr ve2c mm#nicati n2 21653.html / n7e, ). an! 3 shir, 8. %2003' Theories of Communication Networks. 9llin is: :"1 r! ;niversit6 )ress. 19

)atters n, /.<., =est, /.A., >awth m, 0., 3ickell, &. %2003' 9mpact 1 )e ple /ana7ement )ractices n ?#siness )er1 rmance. ;niversit6 1 &he11iel!: @he 9nstit#te 1 )ers nnel an! .evel pment. 0 bins n, >. &e7al, - an! &e7al, 0. %2013'. Effective Communication. 0etrieve! 1r m http://www.help7#i!e. r7/mental/e11ective$c mm#nicati n$skills.htm 5ideo +in4: http:CC222.youtube.co!C2atch1vD(7BG"E/:+<=

Appendix
SER5#< ;E#S:IO77'IR#: ER OS#: %e& the students of 1orth +outh *niversity, are conducting this survey to "now the viewpoint of employees of ?rime ban" @imited towards organization&s business communication system. $his survey is done to derive information that would help us to furnish our group pro:ect of the course; )usiness !ommunications .)*+ ,-1/. It would be very "ind of you if you accurately respond to this 0uestionnaire. %e assure you that the 0uestionnaire is only for academic purpose and is going to be "ept confidential under any circumstances. I7S:RE%:IO7: ?lease give a .K/ mar" to the appropriate answer for each 0uestion. 1. oes ?)@ have effective communication system to communicate properlyL a/ Ies b/ 1o 2. =hat t6pe 1 c mm#nicati n &6stem 1 ll we! in 6 #r r7aniAati nB a/ Internet, b/Intranet, c/$elephone, d/Gerbal, e/All f the above 6. oes ?)@ communication system depend on technologyL a/ Ies b/ 1o 20

C. %hat is the most effective communication system in ?)@L a/ Internet, b/Intranet, c/$elephone, d/Gerbal -. oes :ob monotony affect to communicate in your ban"L a/ Ies b/ 1o D. oes defective technology create barriers to communication in your ban"L a/ Ies b/ 1o 8. o you want any changes in organization communicationL a/ Ies b/ 1o If yes. MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMM 4. Is the communication process harmony with the organizational cultureL a/ Ies b/ 1o B. o you feel free to communicate with colleagues in your organizationL a/ Ies b/ 1o

15. oes lac" of English "nowledge hinder your ability to communication in your ban"L a/ Ies b/ 1o 11. oes technical word create barriers to the communication in your ban"L a/ Ies b/ 1o 1,. oes communication system help to strengthen the social bonding with your colleaguesL a/ Ies b/ 1o 16. How much important do you feel is the communication system in your organization, "eeping view that your organization has internal as well as external communication system .with clientsNprospective clients/L a/ Gery Important, b/ Important, c/ 2oderate, d/ @ess important, e/1ot important

1C. #verall how satisfied are you with communication system in your organizationL a/ Extremely satisfied, e/ +omehow issatisfied b/ +omehow +atisfied, c/ 2oderate, d/ Extremely dissatisfied,

1-. o you thin" your ban" should add more channels in communication +ystemL 21

ExplainMMMMMMMMMMMMMMMMMMMMMMMM$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$

:han4 <ou for your cooperationF

11.%hart":
1. oes ?)@ have effective communication system to communicate properlyL

%hart 1 ,. %hat type of communication +ystem followed in your organizationL

22

%hart 2 6. oes ?)@ communication system depend on technologyL

%hart 3

C. %hat is the most effective communication system in ?)@L

%hart ( -. oes :ob monotony affect to communicate in your ban"L

23

%hart * D. oes defective technology create barriers to communication in your ban"L

%hart A

8. o you want any changes in organization communicationL

%hart B 4. Is the communication process harmony with the organizational cultureL 24

%hart ?

B. o you feel free to communicate with colleagues in your organizationL

%hart @

15. oes lac" of English "nowledge hinder your ability to communication in your ban"L

%hart 1= 25

11. oes technical word create barriers to the communication in your ban"L

%hart 11 1,. oes communication system help to strengthen the social bonding with your colleaguesL

%hart 12

16. How much important do you feel is the communication system in your organization, "eeping view that your organization has internal as well as external communication system .with clientsNprospective clients/L

26

%hart 13

1C. #verall how satisfied are you with communication system in your organizationL

27