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ZONG
SUBMITTED TO:
SUBMITTED BY:
GROUP C
MBA (SECTION A)
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“To Him belongs the dimension of the Heavens and the earth, it is He who givesLife
and death and He has power over all things.”
(Al-Quran)
All acclamation to Allah who has empowered and enabled us to accomplish the task
successfully. First of all we would like to thank our Allah Almighty who really help usin
every problem during the project. We would like to express our sincere and humble
gratitude to Almighty whose Blessings, help and guidance has been a real source of all
our achievements in our life.
We would like to admit that we completed this project due to parents who pray for our
success.
We also wish to express our appreciation to our teacher Sir. AMJED HUSSAIN
JUNJUA who help us a lot and introduce us to new dimensions of knowledge. And we
would like to acknowledge all staff member of Business administration department of
University of Sargodha.
Last but not the least our team efforts, support, cooperation and encouragement
showed by each members in the group with each other.
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ABSTRACT
We used deductive and inductive reasoning to prove the roll of business communication
in business success. We explained about communication style, creativity and innovation.
Interpersonal skills importance, writing practice, basic skills require for ZONG,individual
and group coordination, management practices, benefits of business communication.
The research when we set out to prove the link between communication competence and
business success, we knew we were taking on quite a challenge.
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Introduction
CMCC
China Mobile is the world's largest telecom operator. Having a customer base of
over 300 million customers, its network routes 700 million text messages every
day and handles 250 million calls every hour.
China Mobile is perhaps the only cellular network that provides uninterrupted,
reliable coverage through tunnels, on highways, inside sky scrapper elevators as
well on top of Mount Everest.
One of the unique features of China Mobile servicing excellence is to customise
its products, services and tariffs to suit the individual needs of its huge subscriber
base. There are hundreds of payment/tariff options to choose from according to
one's usage pattern, budgetary limitations and nature of use.
China Mobile's first overseas subsidiary, China Mobile Pakistan has the license to
offer and operate voice, data and all value added services in the entire country.
One of the fastest growing cellular markets in the world, Pakistan is a key region
that is likely to offer expansion opportunities as well the chance to make a
difference in the lives of a growing clientele that is demanding and understands
and appreciates better quality and service standards.
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HISTORY
China Mobile Communications Corporation, the parent of China Mobile, the world‟s
largest mobile phone company by subscribers, announced that it has launched its first
offshore mobile phone network in Pakistan under the brand name Zong, China.Zong is
[1]
the first International brand of China Mobile being launched in Pakistan. The company
is often cited as China Mobile (Pakistan). It is meant to empower and liberate the people
of Pakistan in every nook and corner of the country. It will become a part of their hearts,
their minds and bring about a change in their lives that every one desired but few thought
would be possible. The core essence of ZONG is to allow people to communicate at will.
Without worrying about tariffs, network coverage, capacity issues or congestion. ZONG
will be supported by ground breaking communications, trend setting customer service
and an unmatched product offering which will redefine rules of the game and establish
ZONG as a serious contender for the number one spot. ZONG would offer its customers
with entertaining & innovative value added services and will empower them by giving a
wide variety of products, services & content to choose from. We are privileged to be the
pioneering country introducing this brand with others to follow. And God willing,
together we will also make ZONG a success story for others to try and replicate. China
for the second time (first with investing in PakTel) will try to rock the telecom sector of
Pakistan by introducing its cellular service named Zong, which offers the most popular
and most subscribers in universe, (yes it is universe see their adverts). Although advert is
good, unlike their full paged intro‟s in leading newspapers like Jang and Dawn and even
on TV channels, simply showing big claims.
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Company Profile
CMPAK
China Mobile Pakistan (CMPak) is a 100% subsidiary of China Mobile. The pioneering
overseas set up of China Mobile came through acquisition of a license from Millicom to
operate a GSM network in Pakistan.
So far CMPak has invested more than US$ 700 million in the telecom sector in Pakistan
and an additional US$ 800 million will be invested till the end of year 2008.
With ambitious plans to cater to the fastest growing Pakistani market and to win over the
ever demanding Pakistani customer, it will be offering unprecedented coverage, voice
and data services as well as a wide range of tariff options to choose from.
CMPak's edge comes from the experience and expertise of running the world's largest
telecom service and the commitment they make to setting quality and customer relations
standards.
CMPak is geared to offer neatly packaged VAS products that will benefit the individuals,
corporates as well as small businesses. Led by a team of professionals from the field of
cellular communication, CMPak is determined to make its mark in the Pakistani market
and to change the way people communicate.
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China Mobile‟s mission statement is “Communicate a Boundless World and Construct an
Information Society”. It aims to build an “omnipresent” mobile network to provide a
colorful set of mobile communication applications with “omnipotence”, to promote the
citizen‟s level of “informationalization” and enhance China Mobile‟s competitiveness at
an international level.
“Omnipresence” entails a secure, open digital network with seamless coverage which
allows everyone to use the network at anytime and at any place. “Omnipotence” entails
the continuous creation of all kinds of applications to suit the individual needs of
consumers and the prompt adaptation to new changes to the environment.
“Omnipresence” and “Omnipotence” are China Mobile‟s ambitious plans and also the
objectives that China Mobile aims to achieve through its ethos “Perfection”.
“With perfect sincerity and integrity, we will strive to fulfill their triple-sided
responsibilities: their economic responsibility; their social responsibility and their
environmental responsibility.” As a good corporate citizen, China Mobile Limited is
committed to the harmonious development of its business, society and the environment.
China Mobile Limited will remain humble and keep innovating in order to achieve pre-
eminence.
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About ZONG
ZONG is the first International brand of China Mobile being launched in
Pakistan. It is meant to empower and liberate the people of Pakistan in every
nook and corner of the country. It will become a part of their hearts, their
minds and bring about a change in their lives that every one desired but few
thought would be possible.
The core essence of ZONG is to allow people to communicate at will. Without
worrying about tariffs, network coverage, capacity issues or congestion. ZONG
will be supported by ground breaking communications, trend setting customer
service and an unmatched product offering which will redefine rules of the
game and establish ZONG as a serious contender for the number one spot.
ZONG would offer its customers with entertaining & innovative value added
services and will empower them by giving a wide variety of products, services
& content to choose from.
They are privileged to be the pioneering country introducing this brand with
others to follow. And God willing, together they will also make ZONG a
success story for others to try and replicate.
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INTERNAL ENVIRONMENT
The internal environment of the ZONG is very friendly. Like working in sales
department I have noticed that the monthly targets are given to the Regional
Manager Sales and Distribution. The RMD divides the targets amongst the ASM
with mutual consent. They sit together and device methods by which they will
divide targets amongst them. There is no restriction on the division of targets from
the higher management. Also one don‟t have to follow the managerial hierarchy
for certain situations. Like being an internee I had to discus my proposals with my
concerned manager but I was not bounded I can directly discuss that proposal to
the Regional Manager or even the Head of Sales.Also the Assistant managers and
Zonal Managers have full autonomy on controlling their respective teams. There is
no bound form the management on how to control the teams they are concerned
about the results. That is why I have even seen managers in dual moods sometimes
they are very lenient with the team members and some times they seems to be very
harsh on them. Because sales is target oriented job and they have to achieve the
targets.
ZONG is constantly expanding its coverage, adding new cities and regions to its
country-wide network. Powered by their commitment to setting new service
standards, the ZONG network coverage extend up to 600 cities and towns of
Pakistan.
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ORGANIZATIONAL HIERARCHY
C.E.O
GM GM GM GM CFO
CENTRAL-I CENTRAL-II NORTH-I SOUTH-I
SALES MANAGER
ADMIN
HEAD COPS
RMD
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CENTERALIZATION
Centralization is the extent to which the decision making is concentrated at a single point
in the organization. In CMPak the main decision making is concentrated at higher levels
of management, they dictate the goals to achieve but it depends on manager sales and
sales force how they achieve it.
INTERNAL COMMUNICATION
Internal communication may be defined as an exchange of facts ideas, opinions
that individuals or departments of an organization relating to purely inside
matters. Information transmission of various pieces concerning what happens
within an organization rather than its relationship with the others outside an
organization. This implies the concept of internal communication. Thus internal or
inside communication is concerned which implies transmission and reception of
information clearly, accurately and speedily.
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Aims of Internal Business Communication of ZONG
In ZONG communication is normally done through top to bottom as the planning is done
by higher management. But if someone has any kind of issues then bottom up
communication is also allowed. Also for sales force the communication is normally
bottom up. The sales force will communicate certain issues to the management which
will then be discussed by higher management
Internal communication involves the communication that exists within a company and
can take many forms. Key to the success of an organization is communication from
within. In order to effectively engage in two-way symmetrical communication, (the goal
of public relations practitioners), communication is essential internally. Adaptability to
changes that occur external from an organization stems from knowingness of efficient
usage of communication internally.
Internal communications departments have broken away from HR since the 80s and 90s
and now report directly to senior management in most organizations. In some
organizations where internal communication has not been established as a separate
communications function, it may be coordinated by Human Resources, Marketing and
PR departments.
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communications can enhance stronger relationships throughout all levels of the
organization and forge a sense of community.
Excellent internal communications cannot simply be implemented and left alone; the
process must be ever-changing and adaptable for success. While more and more
organizations begin to spend more time identifying special interest groups within their
own walls, internal communications methods are becoming increasingly diverse to match
the varying needs of each organizations' internal staff and stakeholders. ZONG is giving
special attention to the internal communication.
The way messages are presented can have a negative or positive impact upon the reader,
regardless of the core content of the message. While this could be condemned as spin,
organizations who strive to practice excellent public relations will avoid manipulative
and ambiguous messages as they destroy trust in the organization. The most effective
way is to find a balance between being "his Master's voice" and representing employees'
interests.
Transparent and timely (when details have been confirmed and approved,
messages should be presented to employees before any external public)
Clear
Concise
Informative
Independent
Relevant
Compelling
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Internal communications values of ZONG such as:
1. Unless management comprehends and fully supports the premise that organizations
must have high degrees of communications (like people needing lots of water), the
organization will remain stilted. The ZONG‟s management learns the need for
communication by having to respond to the lack of it.
3. ZONG Sound meeting management skills go a long way toward ensuring effective
communications, too.
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Internal Communications System in ZONG
An internal communications system can become a moderator of interaction between
official organizational representatives and employees.
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The main objectives for internal communication
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Decision Making style in ZONG
Types Of Decision
Functional
Non-functional
Model-descriptive, and
Leadership styles
Functional Decision:
Flexible
Proactive
Deliberate
ZONG flexible approach to decision making may mean that you not only have more
alternatives but you also have different ways to gather information to Pro-active people
are never afraid to make decisions in Zong. Firstly, they know that it may not be perfect.
Secondly, it can still be effective even if it's not perfect. And thirdly, they're not afraid to
make a new decision if the situation demands it.
A deliberate style means having a structured decision making process in place and
making best use of it. Often they will make decisions before they need to, so that when
the time arrives, the decision is already made and they are ready to take swift, effective
action.
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Non functional
As a standard way of going about things, these types of decision making styles will cause
misery and upset. Of course, however, there are times when it may be appropriate to use
one of these:
Have a look at decision making skills and decision making tips for the converse of these
'blunders'.
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Model-descriptive types of decision and leadership styles
Rational, analytical
Intuitive
Normative
Behavioral
The styles are more a description of the model being used then types of decision making
styles. Rational, analytical models utilize a logical sequential process to reach a decision.
Intuitive models use other than a rational approach.
The normative decision making is actually a description of how experts think humans
should be making decisions. And behavioral decision making describes how humans
actually make decisions.
EXTERNAL ENVIRONMEENT
3. What is the best vehicle to get the message across to that audience?
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These are the building blocks of any effective communications strategy. There are almost
as many ways to package your message as there are messages. Here are some of those
packages:
1. Audio
In today's frenetic, over-scheduled world, communication is often tucked into the spaces
between activities. Two particularly effective vehicles for taking in information on the
run are cassette tapes and CDs. Since almost everyone listens to them at home, in the car,
or while exercising, what better way to communicate, motivate, educate, inform, market,
persuade, or train virtually any audience?
2. Corporate Communications
Corporate communications are the ways in which businesses convey messages to their
internal and external audiences. The internal audience consists of all levels of employees
and management, as well as the board of directors. The purpose of employee
communications is to have messages travel in both directions: from management down
through the ranks, and from employees up through channels to the very top of the
organization. The external audience is everyone else -- shareholders, the public,
consumers, competitors, and other businesses.
3. Marketing communications
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marketing communications has a single purpose -- to market a service or product to a
particular audience.
4. Meetings
Meetings are integral to the way business is conducted and information is communicated
in corporate America. Yet, few people enjoy them, and fewer still conduct them very
well. As a facilitator, the most important thing you can do is plan. Establish an objective,
develop a game plan, choose the most appropriate type of meeting to hold, and invite
only those people who have a reason to be there. Then, of course, you need skills to
conduct the meeting, to keep the discussion on track, to engage the opinions and talents
of all participants, and to achieve your objective.
6. Public Relations
Public relations (PR) is both an element of marketing and a distinct discipline that
comprises many facets -- articles in the general or trade press, media relations, press
materials, promotions and premiums, special events, crisis management, and a host of
others. Some PR practitioners specialize in one or two of them; others are generalists and
do a little of everything. A great deal of training, ability, and effort goes into every aspect
of public relations, which has become a very sophisticated field over the years.
There are few formats for presenting important information that make a bigger impact on
an audience than a well-delivered, verbal presentation. A speaker has the opportunity to
communicate through all of the senses: seeing, hearing, reading nonverbal cues, and
sometimes even touching. This can be a golden opportunity to get your message across if
the speech is planned and executed correctly. An effective presentation must include a
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clearly thought-out theme; an easy-to-follow organization of main points; strong,
convincing delivery; and attractive, informative visual aids, if appropriate.
Professional consultants are selected based on the area in which an organization needs
professional advice or services. An effective communications consultant should be able
to do as many of the following as possible: gather and comprehend data from various
sources ... identify the main points in voluminous amounts of information ... frame
messages to meet the needs of a specific audience or constituency ... connect with and
influence the media ... and deal effectively with a wide range of people, including your
company's senior management and employees.
EXTERNAL COMMUNICATION
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The Purpose of External Business Communication
There are many different ways of external communication. This includes letters, annual
reports, forms, newsletters, advertisements, etc.
There following method which is used by the ZONG in its external Communication.
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advantage for now is that there are lots of telex machine users throughout the world,
although the fax is a high competitor.
Leaflets can also be an important method of external communication because they can
advertise the organisation and show the public in not too detailed written communication,
what the business is about. Feedback can be given, if the sales of the business increase
because the message in the leaflet was sent received.
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won‟t be no length of journey from A to B. Before time spent to get to and from the
meeting lasted longer than the actual meeting itself. Also, the administrative organization
is also reduced otherwise travel schedules, reservations, tickets, other expenses all have
to be arranged. Decisions can be made quicker and experts can also be involved to
improve the topic at hand. The representatives can access each other anytime so they
don‟t have to keep flying in and out resulting in more timely and frequent
communications. Meetings can then take place with little advanced notice and there will
be shorter and more frequent interaction. Productivity will increase and so will product
quality. Productivity increase can assist the company to operate in the future o keep up
with increasing competition and cost cutting. The quality of videoconference meeting
has been proven to be more efficient and has better participation than many traditional in
person meetings. It is easy to use, set up and co-ordinate and more oppurtunities will be
created as technology moves forward. The universal availability allows it to be accessed
anywhere in the world. There will be visual advantages as visual communication is
involved and there will be an enhanced information flow.
Because all shares traded on the stock exchange in the Netherlands are bearer shares,
companies do not know the names and addresses of shareholders. Banks, however, know
the names and addresses, as the banks act as the depositary of the relevant shares for
investors. Of course, banks only release the names and addresses if the shareholders
involved provide permission.
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ZONG also use annual report as a method of external
communication.
Annual reports are also a method of external communication. It is a more formal and
written method of communication. It provides information to customers and anyone who
requires information about the company. They can get a copy of any annual report from
a public limited company. It usually communicates important information and is used in
a business to record the position at a particular point in time. It states any new
developments, objectives, and financial status about the organisation.
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Annual reports have to be produced every year even if the company had a bad
year.
Annual reports have open channels of communication because they can be read by
anyone.
Advertisement:
Basic communication skills are required for nearly every job or relationship you pursue.
What if you don't have time to take a writing course, or you are just too shy to speak up
in meetings? That is OK. There are small steps that each of us can take with a little time,
and little or no money. Let's take a look at the basic requirement most employers look
for, and ways you can improve those skills.
Verbal Communication
The ability to speak clearly and concisely, and to convey information or articulate an
opinion is essential for most jobs with internal or external customer contact. A good
communicator is comfortable speaking to an individual or to groups.
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If you wish to improve your verbal skills, you are not alone. Is it your speech, your
language choice, or presentation style that you want to work on? To help you pinpoint it,
ask a trusted colleague or manager to give you some feedback.
Speaking or diction courses at community colleges or adult schools will help you speak
with confidence. You may also consider an acting or improvisation workshop, especially
if fear of speaking is an issue for you. Many people join Toastmasters to take their
speaking and presentation skills to a new level.
Speaking skill is just as important when you're talking one on one as it is when you
addressing one hundred. There are dozens of seminars on the subject of effective
communication, relationship building, sales calling or serving customers. In one day you
can begin to change the way you communicate with individuals.
Written Communication
The ability to convey your message in writing using proper grammar is a basic requisite
for nearly every job. Once you have control of grammar, you can work to enhance your
style.
Most community colleges offer evening courses on the subject of grammar or writing.
Many offer both creative writing as well as business writing.
Go to your local teachers supply store for grammar or writing self-study workbooks.
They may be geared toward high school students; however, they are inexpensive, self-
paced, and portable. I have used these workbooks in training courses, and they are highly
effective for building basic skills.
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Find someone who is an excellent writer, and ask them to be your writing coach. Meet to
review one of your writing samples and re-write it together. With a good coach, you will
make quick progress.
Go online and search for online writing courses. Check your favorite search engine using
keywords such as 'distance learning', 'writing', 'online courses'.
Listening
The ability to listen carefully and understand the speaker's message is key to building
relationships and succeeding at work.
Focusing your full attention on the speaker is a good start. However, if you want to
develop your listening skills, we suggest you check out audiotapes or videotapes from
your local library. There are quite a variety of tapes in this category. You may also check
out 'books on tapes' establishments.
At some point you'll be asked to share your opinion and explain how you came to that
opinion. You may even need to defend your opinion in a cool, concise way.
Listen to others, and pay attention to how they express themselves. Be aware of your
company culture, and stay within that framework.
A fun way to improve this skill is to listen to talk radio shows that feature controversial
issues. If you scan your AM dial during drive time, you're sure to come across one. You'll
hear many articulate people sharing and defending their view. You may even feel
compelled to call in and try your skills with the host.
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Find a mentor. Role play with your mentor and ask for candid feedback.
Most times when you are asked your opinion at work, it is regarding a subject you are
close to. Relax and share your experience. Be confident in yourself because you are the
expert on what you do.
All forms of communication are a reflection of your professionalism, your intellect, your
preparedness, and your character. You'll never be sorry you took the time to develop your
communication skills.
Personal attributes
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Communication skills – the ability to communicate, formally and informally,
verbally and in the written form, with a wide range of people both internal and
Interpersonal skills – the ability to relate to, and feel comfortable with, people at
all levels and to be able to make and maintain relationships as circumstances
change;
Team working – the ability to work effectively in teams, often more than one
team at once, and to be able to readjust roles from one project situation
Helps you unlock your true potential and release your inner power
Helps identify and define your specific goals and attain them
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Places you in a "creative-chaos" learning environment and, thus, facilitates
creative lateral thinking and builds your capability to look beyond micro issues for
wider solutions
Sixty-seven percent of employers would hire an applicant with strong interpersonal skills
and weak technical skills. Ninetythree percent of employers think technical skills are
easier to teach than interpersonal skills.
How effectively are your executives, managers and supervisors communicating with your
employees? What was once considered a “soft” skill is now seen to have “hard” business
impacts. The costs to your business of poor employee communication include:
Employees will put in that extra "discretionary effort" when they are kept informed
openly and honestly on aspects of their job and the business and they feel that they are
being listened to with empathy.
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Employee Communication Needs
What and how should you communicate with your employees? ZONG has recognize that
communication in your workplace should satisfy the three key employee needs before
they can be engaged and highly productive. Each and every employee needs to:
1. Know that …
–included here are facts about your organization and their specific job – what
business you are in, who your customers are, specific details about your product
or service, where forms are located, who to see when there is a problem ...
2. Master that …
–included here are the practical skills required to do their job well – repairing a
machine, filling out an invoice, designing a building, writing a software program
...
3. Feel that …
–included here are the interactions that give them a sense of belonging and self-
worth – being listened to, respected, trusted, valued ...
Managers predominantly concentrate on the first communication need – know that – and
pay less attention to the second need to master skills. The third need – feel that – is what
makes employees distinctly human and what drives them to outstanding achievement in
work and outside of work. And yet it is in this dimension that employee communications
are most lacking. In ZONG eBook, 2 Way Feedback, help to develop a constructive
communication culture in your workplace.
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Some fundamental levels of communication to employees in ZONG
Communications may be working effectively at higher levels, but fail dismally at the
more local level. The interpersonal skills of supervisors, team leaders and local managers
are especially critical at levels 3 and 4, as these are the people that frontline workers
develop working relationships with most personally and closely.
ZONG has well designed communication system to communicate with the employees.
Well-designed organizational culture surveys and employee communication surveys
determine how well the communication systems and practices are contributing to
organization‟s performance – or how much they are hindering performance. This
information will then help you in devising an effective workplace communication
strategy. Whatever else you do, your workplace communication practices impact every
facet of your business. Looking closely at employee communication in your organization
is well worth your while, because even if you do not, your employees are.
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Feedback and Motivation System in ZONG
Research shows that organizations that have the capability to effectively communicate
benefit from 20% lower turnover and 4.5 times greater engagement in work indicating
that as the communication between management and employees becomes more effective,
the motivation of employees also increases.
ZONG has learned that employee motivation increases productivity which leads to
organization success but also increases job satisfaction, which benefits the employees.
Ruccio and Zorn (1998) illustrate that motivation is “central to employee performance
and ultimately organizational performance and profits”.
HR Process in Zong
It is China Mobile‟s part of H.R policy to retain and recruit the local employees, which
would benefit both the parties, thus they would be contributing in reducing the
unemployment rate in the country by providing new job opportunities & the opportunity
of training & development.
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They would make this company the most sought after in terms of human resource,
network, and brand and customer service to begin with and show all their stakeholders
that They are the best professionals in this industry and They mean business.
To support and assist the local employees, CMPak would be calling in Chinese experts
who possess a rich experience in the relevant fields.
Moreover, on the front of Corporate Social Responsibility, They as a team owe a lot to
this society and would render their support in some social development projects. They
will also show and announce about their environment friendly Towers as soon as
possible.
Their plans aim to make this company grow very rapidly in areas like human capital,
brand, technology, distribution and services etc. However, none of these plans can be
achieved without a strong national workforce in Pakistan.
Career
ZONG is committed on attracting and retaining the best human resource from all over
Pakistan. Its also provides a working environment which satisfies the professional and
personal needs of its employees.
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We look forward to the opportunity to help your organization improve
communication and business results. Thank you for learning about Speak for Success.
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Not only emails and letters but meetings also play a vital role in business communication.
In any organization, meetings are a vital part of the organization of work and the flow of
information. They act as a mechanism for gathering together resources from many
sources and pooling then towards a common objective. They are disliked and mocked
because they are usually futile, boring, time-wasting, dull, and inconvenient with nothing
for most people to do except doodle while some opinionated has-been extols the virtues
of his/her last great (misunderstood) idea.
Your challenge is to break this mould and to make your meetings effective. As with every
other managed activity, meetings should be planned beforehand, monitored during for
effectiveness, and reviewed afterwards for improving their management. A meeting is the
ultimate form of business communication. One can organize the information and
structure of the meeting to support the effective communication of the participants.
Thus proper business communication whether through writing or verbal ie through
meetings can do wonders to the business. All that is needed is a skillfull, flawless and
effective way of business communication.
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CONCLUSION
After analysis the ZONG I have figured out that when effective communication is in
place in an organization it is evident that both individuals and organizations can reap
benefits. Aspects of communication such as information distribution, information
context, feed back and motivation are important to employees and managers alike as they
contribute to effective communication and ultimately the success of the organization and
the individual. The business communication plays an important role in business success.
its the need of the day. without it the organizational success is difficult.
MARYUM , SUMMAIRA, RABIA
AMIR, NASIR, SABEEL
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References:
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