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PROJECT REPORT ON

ZONG

SUBMITTED TO:

Sir AMJAD HUSSAIN JANJUA

SUBMITTED BY:

GROUP C

MBA (SECTION A)

Muhammad Nasir Khan 34

Hafiza Sumaira Kanwal 17

Rabia Manzoor 32

Maryam Anwar 38

Aamir Saifullah 05

Hafiz Sabeel Farhan 29

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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

This project is detail of role of business communication in business success.

Communication presents evidence supporting why it is a critical factor for the success of

both individuals and organizations.

Causes for lack of effective communication explained and aspects of effective

communication including information distribution, information context and feedback,

motivation, hierarchy, centralization, decision making style presented. We explained the

roll of internal and external communication in ZONG‟s success.

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

the first International brand of China Mobile being launched in Pakistan. [1]

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 CENTRAL-I

GM CENTRAL-II

GM NORTH-I

GM SOUTH-I

CFO

MANAGER

COPS ADMIN SALES

HEAD

RMD

ASM ASM ASM ASM

FFR DSO RSO

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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.

The internal communication system of the ZONG is very effective. Because it is a

communication of indoor management. The outside people or external to the

organization are not concerned with it. In corporate management there is Doctrine

of Indoor Management. This allows all those external parties who deal with the

company to assume that the employees of the company have observed the

provisions of articles in the management of affairs and communication. In other

words they are not bound to enquire into the regularity of internal matters. An

outsider or external is not expected to see that the company carries out its

internal affairs of management.

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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.

In ZONG internal communications helps employees to understand the organization‟s

vision, values and culture. It may involve staff members in issues that affect working life

and keeps staff informed on important decisions taken by management. Furthermore,

when implemented effectively, it can be crucial in a time of crisis, providing employees

with not only a strategy to handle a crisis, but the facts surrounding such an event. As

arguably some of the most invested individuals in an organization, trusted and valued

employees can prove to be excellent partners when addressing a crisis. By maintaining

open lines of communication between management and employees, effective internal

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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.

Internal communication should be:

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:

Openness (similar to the ideal "transparency" public relations practitioners should

strive for)

Honesty (essential for any organization)

Two-way symmetrical communication (this entails sending and receiving

information, feedback, and engaging in a two-way conversation)

Key Principle of ZONG’s Internal Communication

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.

2. ZONG effective internal communications start with effective skills in communications,

including basic skills in listening, speaking, questioning and sharing feedback. These can

developed with some concerted review and practice. Perhaps the most important outcome

from these skills is conveying that you value hearing from others and their hearing from

you.

3. ZONG Sound meeting management skills go a long way toward ensuring effective

communications, too.

4. A key ingredient to developing effective communications in ZONG is each person

taking responsibility to assert when they don't understand a communication or to suggest

when and how someone could communicate more effectively.

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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.

The internal communications system should be responsible for developing and

maintaining a number of channels that allow effective communication to take place. The

ZONG internal communication System include the following pattern.

Intranet Web site

An informal session where employees can listen to and talk with the

organizational representative such as a managing director, such as a Town

Meeting

Conference calls

Internal newsletters/ brochures/ other printed, tangible materials

E-mail

Message boards

Personal or group meetings

Virtual meetings

Internal communication Pattern in ZONG

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The main objectives for internal communication

To pass on or transmit instructions or requests along the lines of command, for

example from marketing director to sales manager to floor staff.

To inform staff on new policies, arrangements, developments, processes etc.

To request information from any employee in the company to assist in making

decisions for the company or provide feedback after analysing situations.

To encourage or reassure staff in certain circumstances and to persuade and

motivate them to work as individuals and as part of a team.

To provide confirmations, responses and information upwards.

To pass on suggestions, ideas and developments along the chain of command.

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Decision Making style in ZONG

Types Of Decision

Types of decision made in ZONG are given below

Functional

Non-functional

Model-descriptive, and

Leadership styles

Functional Decision:

The useful styles are:

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:

Spontaneous - little deliberation, only makes choices as they come up

Impulsive - very fast process, little consideration, very prone to making poor

decisions

Procrastinating - endlessly putting off decisions, leads to many lost opportunities

Compliance - gives own power over to authority

Play it Safe - stays in own comfort zone, life is safe but can be very boring!

Fatalistic - 'whatever will be, will be'. Has no sense of freedom of choice

And these ones will just cause you trouble

Agony - agonising over the best choice, often leads to procrastination

Escape - may make different decisions, so as not to have to deal with the real

issues

Avoidant - avoiding decisions often leads to more stress than making one, even if

it's a wrong one!

Dependent - allows other people to make decisions. Ends up living other people's

lives...

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

ZONG external Communications consultants provide a wide range of services for

organizations and individuals. The three fundamental questions a communications

consultant should always ask are:

1. What is your message?

2. Who is your audience?

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

Marketing communications is an umbrella term for such disciplines as advertising, direct

mail, public relations, special events, media placement, multi-media presentations,

billboards, newsletters, TV and radio spots, and Websites. Each is a specialized vehicle

that can be used alone or in concert with any of the others. Individually or collectively,

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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.

7. Speeches & Presentations

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

Any communication to or from outside the organisation can be defined as external

communication. There is no denying the fact that every organisation irrespective

of its nature of functioning has to have communication linksor network outside

the organisation or outside the organisation structure. The bigger the enterprise is

the more elaborate the external communication system must be the such

organization, the greater is the likelihood of expensive and time wasting, 'mistakes

called through lack of external' communication. It would not be out of way to

emphasise that the above channels of communication work within the

organisation. But in real world situation, every organisation is also linked with

the outside parties in the form of suppliers, customers, government, departments,

financial institutions, holding and, subsidiary companies creditors, debenture

holders, registrar of companies and other body corporates etc. Under all

circumstances, it should be kept in mind that for the effective running of the

organisation an uninterrupted communication channel external t the organisation be

maintained to keep the organisation alive and active.

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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.

The purpose and objectives of external communication is to:

1. Provide information to consumers about products and services to do with the

organisation.

2. Promote the organisation.

3. Handle enquiries about the organisation and its products and services.

4. Advertise the organisation.

5. To deal with government and other agencies

Method of external Communication Of ZONG

There following method which is used by the ZONG in its external Communication.

Telex and Teletext for Business Communication

A method of electronic external communication would be the telex system. It has

features which are a lot similar to the fax e.g, message receivers are contacted over the

telephone wire and a „ready to receive‟ confirmation known as an „answer back code‟ is

confirmed by the receiving tele printer. Both fax and telex machines have a combined

and linked system to tell one another that they are ready to communicate. Telex has

various fax type facilities such as redialling busy numbers, logging and reporting on calls

and sending telexes to multiple recipients. Users of telex machines can have either a

dedicated telex terminal or a telex facility into a networked computer terminal. The

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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.

Use of Faxes and Leaflets in zong

ZONG is also using fax and leaflets to communicate externally. Fax is a way of

sending documents through the telephone system. In a large company it is often essential

for documents and important reports to be seen immediately by an umber of employees.

Fax is an instantaneous method of sending written information both between two offices

in the same building and between two offices in different parts of the world.

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.

Videoconferencing for Business Communication in zong

ZONG is also using video conferencing for External communication. With

Videoconferencing is an interactive tool that uses video, computing and communication

technologies to allow people in different locations to meet face to face and perform most

of the same meeting activities they would perform if all the participants were in the same

room.

The benefits to videoconferencing is that there will be more participation in discussions

and meeting between and within organization as all individuals who are supposed to be

present will be there. There won‟t be any problems with flight delays etc. This means

that there will be more productive meetings and less need for debriefing staff who cannot

attend, as there will be multiple local participants. Also, cost will be cut and reduced, as

airline tickets won‟t have to be booked. Videoconferencing is much cheaper than flying

from England to New York for example. This will save time and money because there

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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.

The Shareholders Communication Channel enables communication between companies

and their shareholders, and between shareholders themselves.

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.

Advantages and Disadvantages of Using Annual Reports as a method of

external business communication in zong

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.

The advantages to using annual reports are:

It can contain detailed information such as figures.

Visual information can be used e.g., tables, charts etc.

A written record of the business is kept at a particular moment in time.

Shows the public that the organisation does keep in touch with what they want.

The disadvantages to this are:

Rival companies can gain access to this information to increase competition

between the organization.

A report is a formal method of communication and is therefore time consuming to

prepare.

If a reader of the report wanted to give feedback, then the process for this would

be long causing the barriers of communication to occur.

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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:

Advertisement is the another method to communicate externally. Like most of the

organization ZONG also use advertisement as a source to communicate with the

customer.

Interpersonal skill required by the ZONG

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.

Sharing Your Opinion or Analysis

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.

What we see in Employee

Personal attributes

Intellect – the ability to analyse, critique and synthesise information in order to

solve problems;

Knowledge – an understanding of „basic principles‟ rather than large stocks of

specialist knowledge;

Commercial awareness – an appreciation of workplace culture

Willingness to learn – the ability to learn and continue learning throughout life;

Flexibility and adaptability – the ability to respond to change, to pre-empt change

and ultimately to lead change;

Self-regulatory skills – self-discipline, time-keeping, the ability to deal with

stress, to plan and prioritise your workload and to „juggle‟ several tasks at once;

Self-motivation – being a „self-starter‟, resilient, tenacious and determined;

Self-assurance – self-confidence, self-awareness, self-belief, self-sufficiency, self-

direction and self-promotion.

Interactive attributes

Interactive 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

external to the organisation

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

ROLL OF INTERPERSONAL SKILLS FOR THE SUSSESS OF

ZONG

Interpersonal skill have vital role in the success of the ZONG and that‟s become the

competitive advantage for ZONG.In today's more participative work environments, it is

more important than ever to have strong interpersonal skills. Several recent studies cite

interpersonal skills as a critical element in the selection of leader's in today's

organizations. No longer are we relying upon power and control, but rather on

empowerment and commitment. This article deals with building interpersonal working

relationships, the type that helps to create synergy and teamwork within a workgroup or

organization.

Interpersonal skills have always been an important part of conducting business. A

business person's personality can directly impact the flow and success of how a deal is

transacted

Increase sensitivity to the interpersonal styles of others. Develop a range of interpersonal

skills. Develop confidence.... Listening Skills: hearing and understanding the power of

effective listening listening and interpersonal relationships

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

Develops your cross-functional excellence, externalization, and leadership

capabilities

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.

Communication in the Workplace at ZONG

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:

increased employee turnover

increased absenteeism

dissatisfied customers from poor customer service

higher product defect rates

lack of focus on business objectives

stifled innovation

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

1. Organization wide communication – involving all employees

2. Departmental communication – specific to one department or unit

3. Team communication – within one cohesive team or group

4. Individual communication – specific to one employee at any one time

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

Examining Maslow‟s hierarchy of needs reveals that communication is an intrinsic

motivator as it meets self-actualization and belongingness. This means that effective

communication is a vital motivator in an organization as self actualization and

belongingness are primal elements of Maslow‟s hierarchy of needs.

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”.

How though is motivation achieved? For motivation to occur effective communication

must be in place and crucial to this is feedback. defines feedback as the method that

“turns communication into a two-way process” and when both the sender and receiver try

to “reach mutual understanding. This is the process of feedback and by enabling feedback

employees become motivated which in turn increases job satisfaction and through

increased production - organizational accomplishment.

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.

Benefits of using effective business communication

Unlocking Your True Potential

Building Your Competitive Advantage

Inspiring Entrepreneurial Creativity

Simulating a Creative-Chaos Environment

Global organizations attract and retain customers and increase productivity through

improved communication. To that end, I‟ve partnered with a remarkable team of

business professionals who each have between 10 and 25 years of experience

consulting, coaching, and training with top organizations.

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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.

Tips to improve business communication in ZONG

1.Plan and organize:

One should have clear objectives while writing an email or a business letter. It should

include everything that you are intended to write to give information to the reader in

order to attain your objectives of proper and clear business communication.

2. Build the business communication infrastructure:

In business communication through emails, letters and memos write thanks,

commendation and genuine statements of good that will build teams and partnership with

clients. Use the tone and level of formality that fits the objectives and the reader, and

convey your thoughts straight and firmly.

3. Prepare the reader for proper business communication:

Write the email or letter subject lines using words that alert the reader to contents,

required action or critical information in the email. In the introduction explain everything

readers need to know to understand fully why they are receiving the document. Describe

all actions the reader is expected to perform, actions you will perform and any critical

information that reader is expected to know. Summarize conclusions at the beginning.

Write clear statements of contents at the end o introduction so that readers know what to

expect and prepare them for reading, which will transform it from just communication to

business communication.

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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:

Mr. Hassan (Area sale Manager Sargodha)

Mr. Khawaja Bilal (Franchise Manager club road Sargodha)

Mr. Farrukh Shahzad (Franchise assistant Manager stadium road sargohda)

ZONG Customer service center Lahore

www.zong.com.pk

www.google.com