Organizational communication of brac bank

Table of Content:

1. Executive summary 2
2. Acknowledgement 3
3. Objective of the report 4
4. Scope of the report 4
5. Methodology 5
6. Limitations 5
7. Body 5
7.1 Forms of communication 5
7.2 Networks of communication 6
7.3 Methods of communication 7
7.4 Flow of communication 7
7.5 Use of technology 8
7.6 Ways of communication 8
7.6.1 Written 8
7.6.2 Oral 8
8. Recommendations 9
9. Appendices 10

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Organizational communication of brac bank

1. Executive Summary:

This report is on about the organizational communication of brac bank gulshan branch.
This report include the objective, scope, methodology, limitations, recommendation of
this report as well as the facts and findings as well where it describes the forms of
communication, networks of communication, direction of communication, ways of
communication in real life approach and as well as the technology usage for
communication in that particular organization. In the report we took the theory of
different forms and networks and ways of communication and showed its implements in
real life and compared and contrasted between theory and use in real life where it
occurred.

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2. Acknowledgements:

To
Head of HR
BRAC Bank Ltd,
1 Gulshan Avenue
Dhaka 1212

Subject: Acknowledgement Letter.

Dear Sir
We would like to pay our sincere gratitude to almighty Allah for giving us the required
patience and knowledge to prepare this report. Otherwise, we would not be able to
prepare this report.

We shall so grateful to Mr. Shafqat Rizwan Chowdhury, Senior Manager, General

infrastructure Service Department, Head Office- Annex Building, BRAC Bank Limited,
who has helped us very much by providing us various documents and information about
organization communication process flow and its impact on communication of BRAC
Bank Limited which is the topic of our report. The Regional office’s other officers and
staffs also helped us by providing the actual data and correct information. We are also
grateful to them.
We also like to thank the Department Head of GIS Mr. Abdullah Al Mamoon, & Officer
S.M. Shahin Iqbal, All admin staff of BRAC Bank Limited.

\Last of all a special thanks for our course faculty, containing specific guideline regarding
the preparation of this report and for her cooperation and guidance.

Thanks & Regards

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Organizational communication of brac bank

Introduction: Organizational communication is one of the vital parts of an organization.

It’s the modern proven effective communication process for an organization. To conduct
this report we have chosen Brac Bank. Brac Bank Limited is a scheduled commercial
bank established under the Bank Companies Act, 1991 and Incorporated as a public
company limited by shares on 20 May 1999 under the Companies Act, 1994 in
Bangladesh. The primary objective of the Bank is to carry on all kinds of banking
businesses. It’s one of the fastest growing banks in the country for the last two years and
leader in SME financing through 350 offices also they have the large ATMs (Automated
Teller Machine) & POS (Point of Sales) network

3. Objective: This report serves two types of objective; both short term and long term
objectives.

The short term objective is to draw and represent the current state and condition of
communication network, form etc as well as find out the limitations of communication in
that particular organization.

The long term objective of this report is to help to find out if current system need any
development or upgrade and how to do that upgrade or development in easy and quick
way and in minimum spending as well.

4. Scope: This report covers all sort of communication going in brac bank, gulshan
branch. The range of this report covers anything and everything related brac bank
gulshan branch from 12 July, 2007 till 22nd July, 2007.while working on
communication we focused on brac bank gulshan branch’s communicational network,
forms of communication, direction of communication, methods of communication and
the technology used in communication.

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5. Methodology/Data analysis: To complete this report we first created a list of

questions known as questionnaires and start looking for there answers which we believed
will be necessary to complete this report. To find out the answers we at first research in
internet, in books and in related articles which been published. Then we interviewed a
customer of brac bank, gulshan branch. From him we found how the staffs of brac bank,
gulshan branch communicate with customers. Then we arrange an appointment with the
manager of the gulshan branch of brac bank. He gave us most of the in formations we
been looking for. Not only that, he also arranged meeting with his collogues one by one
from whom we got a lot of other useful information of different levels officials. After
gathering all information we note them down. From there we filter and keep the really
necessary information. Then we had sorted the information and rearranged it. After all
these we checked again and confirmed all data we submitted is correct and add words
around it to complete this report.

6.Limitations: To finish this report the biggest problem was to find out the real life facts
from the officials of the organization, not because they are not willing to give us
information but they were too busy in there work to give us time while working. The
limited amount time was another limitation we had because this is such a huge subject
too report about. The scope of this report is so huge that we could only touch the main
facts about this topic: organizational communication of brac bank, gulshan branch. The
web site of the bank does not help much as well to provide information without contact
numbers if any one needs help.

7. Facts and findings:

7.1) Forms of communication: In an organization there are three forms of
communications normally. Brac bank gulshan branch is no exception. Since we mainly
focused on organizational communication, we will talk about internal and external
communication in brac bank gulshan branch and we will obsolete personal
communication. For those curved eyebrows questioned looking face, internal operational
communication is the communication done in conducting work within a business,

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Actually internal communication business inside the business. On the other hand the
work related communicating that a business does with people and companies outside the
business is external communication.
AS an example, Mr. Ahmed, a customer of brac bank, who have accounts in gulshan
branch told us, when he open his account a teller helped him all the way to open the
account, and this would be a real life external operational communication, where when
we went for the interview, the branch manager managed an interview with the customer
support officer by asking him to give us time. Here asking the customer support officer
the branch manager did internal operational communication.
This month in brac bank, gulshan branch internal communication was done 63% and
external communication was 37% only, the branch manager told us. He also added a note
that it’s not an exact figure but very close to that.

operational communication

2
external
37%
1
internal
63%

When been asked what are the good example of internal operational communication, the
branch manager replied, official works, official orders, request, memorandums are the
most common thing they had to face which are basically internal operational network and
all these activities not inside the branch only but when all these happen between branches
or from head office or goes to head office, considered as internal operational
communication. 14237 different paper work was done and they were all on internal

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operations, where the number is 9374 for external operations like customer services,
deposit or withdrawn of money.

7.2) Network of communication: There are basically two types of networks in

communication, and they are formal network and informal network. Formal network is
well established and maintain the chain of command. On the other hand secondary or
informal network, which consist of all the communication of its employees whenever
they get together, the secondary network is highly complex and dynamic and
continuously changing.
Though both types of the network are well established in brac bank gulshan branch but
formal network is followed in realm of communication most of the time by the
employees of the organization.

7.3) Methods of communication: Three major ways to communicate

with each other are:
o Written
o Oral
o Non-verbal
Non-verbal is used so less in organizational communication that we an ignore it. It is only
used with oral communication to strength the speech. Then let’s find out what is the case
for written and oral communication.
Written communication fits in all kind of organizational communication process. Written
communication is more likely to involve creative effort. It also involves longer number of
cycle.
Oral communication is also known as face to face communication. It has limited number
of cycles.
Like most other organizations, gulshan branch of brac bank vastly dependent on written
forms of communication which is very much provides an evidence of any order or job as
well and that is why written forms of communication so vastly used in organizational
communication. According to the branch manager of brac bank gulshan branch, written

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forms are most likely to use around 98% in the branch. 2% of official work may be done
with oral communication.

7.4) Flow of communication: There are two types of direction of communication and
they are upward and downward directions. This shows how the communication circulates
in an organization. When a job and order is ordered by the senior officer and is done and
distributed in junior officer then the communication goes downward and when a group of
junior officers ask there immediate boss for something then that is a upward direction
communication.
The branch manager of gulshan branch brac bank remembered an event occurred an year
ago when all the 3rd grade officials of brac bank demanded for an incensement of there
salary to the general manager of brac bank, which we can say a good example of upward
direction of communication. Again in regular work life most of the communication going
on upward direction like when the branch manager orders the tellers to cash out some
money order.

7.5) Use of technology in communication: In brac bank gulshan branch for

communication they enjoy the facility of modern technology for communication.
Computers, internet, telephone, intercom, fax machine, Xerox machine etc they use in the
office for communication. For sending e-mail they use internet and personal computer. E-
mail is fast and efficient though its not that confidential but serves good enough security
for the office work in a branch of a bank so brac banks gulshan branch use this facility
without any hesitation and use it most than any other way. Telephone and intercom are
another quick way to communicate with each other though telephones are quite more
expensive than other communication service and realm of intercom is really very small.
Fax and Xerox machine have there own role to play in an organization and they are really
needed in these days. With all these they enjoy the services of national mail service.

7.6) The ways of communication, in real life approach: In real life the officials of brac
bank gulshan branch communicate in many ways and we can divide them mainly in two
ways and they are

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 7.6.1.Written
 7.6.2.Oral
Written: in office when officials communicate through different written
documents or papers such as application, letters, memorandum, mails, e-mails,
reports etc. An application is used for upward direction communication for
request mainly for leave, adjusting schedule and things like that. Through mail
and e-mail officials ask or order for some job to do both in upward or downward
direction. Memorandum is mainly for downward direction to send notice to
general officials where report is delivered when asked by senior officials or in
general purposes like general annual meeting.
Oral: Meeting, speech and interview is different ways of communication in brac
bank gulshan branch. Meetings are normally held in same grade officials most of
the time. Last year all 3rd grade officials had a meeting among them where they
decide they want to demand for a pay rise. Again a meeting of managing
directors was announced because of this demand and there the directors of the
board decided the demand of the officials is realistic but the bank doesn’t have the
infrastructure and fund to rise the salary now, so they will rise the salary next year
and so this year all 3rd grade officials got a pay rise as well as 1st and 2nd grade
officials as well. Speeches are normally given in general meetings like annual
meeting. Interview is taken when there is a complain about any officials from any
customer, to find out the problem an interview is arranged with the conducted
officials with his senior official and fix the problem.

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8. Recommendations: Communication in brac bank is well organized and modern. It

will go fine with 21st century’s challenges. A bigger amount of time, space and
opportunity to interview officials as well as customers would help this report to dig down
more in the communication of this organization, brac bank. Still we have some major
things to recommend to Brac bank
• There web site should provide more information and should be more user
friendly.
• They should use e-mail for internal official purpose and should use e-mail and
traditional letter for customers.
• The bank authority should provide more training session on both internal and
external operational communication.
• All the officials should have access to the database to save there important e-mails
and data from website.

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9. Appendices:

Reference:
1. Business communication
By Raymond Lesikar

2. Organizational Behavior
By Stephen Robbins

3. Model Business Letters

By Shirley Taylor

4. Technical Communication
By Meenakshi Raman and Sangeeta Sharma

5. www.bracbank.com

Questionnaires:
1. What do you think about the customer service of brac bank gulshan
branch? (To a customer)
2. Are tellers good in communication? (To a customer)
3. Are they helpful? (To a customer)
4. What do you do when any problem occurs? (To a customer)
5. The support from the official is that sufficient? (To a customer)
To organization:
6. What are the forms of communication used in this branch?
7. What percent of internal and external communication happening
here?
8. Do you keep all records?
9. What type of network is followed in here for communication?
10. Which method of communication they use? Which they prefer and
are they comfortable with there uses of methods of communication?
11. What type of technology they use and what for they use those?
12. What are the directions of flow of communication goes in here?
13. Do they provide trainings for there officials for communicating
with customers?

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