Business Communication

Course Instructor: Ruhul, Azad Amin

Welcome to presentation BY KAPUNES

KAPUNES DATTA SHIBADRI(10-16282-1) HABIBULLAH MD.(10-16286-1))

Dutch-Bangla Bank Ltd.

Dutch-Bangla Bank Limited (DBBL)

Dutch-Bangla Bank Limited (DBBL) is Bangladesh's most innovative and technologically advanced bank. DBBL stands to give the most innovative and affordable banking products to Bangladesh. Amongst banks, DBBL is the largest donor in to social causes in Bangladesh. It stands as one of the largest private donors involved in improving the country. DBBL is proud to be associated with helping Bangladesh as well as being a leader in the country's banking sector.

Vision
Dutch-Bangla Bank dreams of better Bangladesh, where arts and letters, sports and athletics, music and entertainment, science and education, health and hygiene, clean and pollution free environment and above all a society based on morality and ethics make all our lives worth living. DBBL's essence and ethos rest on a cosmos of creativity and the marvelmagic of a charmed life that abounds with spirit of life and adventures that contributes towards human development. To become a leading banking institution and play a pivotal role in the development of the country

Mission
Dutch-Bangla Bank engineers enterprise and creativity in business and industry with a commitment to social responsibility. "Profits alone" do not hold a central focus in the Bank's operation; because "man does not live by bread and butter alone".

THE SERVICE
Dutch-Bangla Bank Ltd. believes in service, a service that leads to good service to good business to good development. Bank helps people by giving loan, raising their productivity. This gain in productivity is development, which in turn enables them to afford a Banking service, generating a good business. Thus development and business goes together.

COMMUNICATION PROCESS IN DBBL

DBBL believes in service, a service that leads to good business and good development. But their services need to be reached to the customer & here effective communication plays a huge role for DBBL . We know that without effective communication no business can be successful. Effective communication is the giant aspect behind the mammoth success of DBBL. DBBL divides its communication network into three segments. These are explained below:

Communication with the customer Communication in the organization Communication with the Stakeholders

COMMUNICATION WITH THE CUSTOMER

Dutch-Bangla Bank family, always believe that, as in everything else, you deserve the best in banking too. Therefore, we constantly strive to cater to all your financial needs with world class products to become your trusted partner. As a result it comes to know about customers problems, expectations and demands from the company. To do so, DBBL gets linked to its subscriber 24 hours throughout the year by providing information.

DIRECT METHOD
Through this direct process, the effective communication of DBBL with its customer occurs in a two way, face to face situation where both verbal and non verbal symbols and languages are apparent to both parties, which can be called level 1 communication. Moreover the company deals with its subscribers by level 2 communication where a two ways, but non face to face verbal situation occurs. Both in these two types of communication, instant feedback are available. As a result, the Bank can gradually learn about what subscriber wants from the company and can fill its subscribers demands, expectations and solve problems as per as its ability. However, after learning about the expectation, demand and problem of subscriber.

DIRECT METHOD
DBBL divide these things into three segments and these are

Request Complains Queries

They have separate Customer Service Division for each Dpt. The Bank makes a link or communication network between customers and management. There are some kinds of examples on direct method are shown below through which DBBL be connected with customers. ...............................

Card Division
1. Call our 24-hours Customer Service numbers : 9571902-3, 7170024-5,9555145. 2. Click to send an e-mail to: cards@dbbl.com.bd 3. Visit the Help Desk at any DBBL Branch or 4. Write to us at: Dutch-Bangla Bank Limited Card Division, Head Office People Insurance Building (4th Floor) 36, Dilkusha C/A Dhaka-1000 Bangladesh

Internet Banking
If you need help with the log in process of Internet Banking or have technical question, please call DBBL Internet Banking Help Desk at 8802-7174095-7. Internet Banking Support can be reached via e-mail at ibsupport@dbbl.com Or write to : DBBL Internet Banking Help Desk Dutch-Bangla Bank Ltd.(19th Floor) 36, Dilkusha C/A, Dhaka-1000 Bangladesh

SMS & Alert Banking

If you need help for operation process of SMS & Alert Banking or have technical questions please call DBBL SMS & Alert Banking Help Desk at 880-2-7174095-7. SMS & Alert Banking Support can be reached via email at ibsupport@dbbl.com

Or write to : DBBL SMS & Alert Banking Help Desk Dutch-Bangla Bank Ltd. (19th Floor) 36 Dilkusha C/A, Dhaka-1000 Bangladesh

Service Campain

Service Campain has a very well concpet of DBBL. In every Branch they have this project also visit different districts around the country and invite customers to a meeting where they can provide valuable feedback and get any of their service-related questions answered.

INDIRECT METHOD
On the other side, DBBL communicate with its customers through indirect method by level 3 communication where a two way, face to face verbal communication does not occur. Only written or printed documents or photo images are circulated on bill-board and advertisements are telecast on television and so on. As a result, instant feedback is not available in this process. Thus the bank informs their facilities of banking to subscribers and social messege. Some kinds of indirect method are also given below: Advertisement on television Advertisement on bill board Advertisement on newspaper. Advertisement on internet.

COMMUNICATION IN THE ORGANIZATION

To achieve its operating goals, DBBL needs to direct and coordinate its interdependence of units and individuals toward a desired point. As a result, a formal organization structure results from efforts to achieve coordination. On the other side, coordination results from effective communication and well organized programs or systems. There is a formalized hierarchy of DBBL has been shown below.

Board of Directors
1 Mr. Abul Hasnat Md. Rashidul Islam Chairman 2 Mr. Zaheed Hossain Khan -Director 3 Mr. Bernhard Frey -Director 4 Mr. Shahabuddin Ahmed -Director 5 Mr. Md. Shahidur Rahman -Director 6 Mr. Md. Yeasin Ali -Managing Director

Organ gram

COMMUNICATION FLOW IN DBBL

The flow of communication with in the organization may be upward, downward, or horizontally directed. DBBL has downward and upward communication flows which are following:

DOWNWARD COMMUNICATION
Downward communication is that form superior to subscriber-from boss to employee, and from policy maker to operating personnel. Five elements of downward communication are following:
Information: Orientation to the company its rules, practices, procedures, and history. Feedback about job performance: Supervisors evaluation or appraisal of employee performance. Ideology: The effort to convey to and install in employees a degree of enthusiasm, loyalty, or support for the organization. Job instruction: Teaching new or current employees how to do a particular task. Rationale: The justification for the organization and its goals; how a particular function fits into the total organization.

UPWARD COMMUNICATION
When management requests information from lower organizational levels, the resulting information becomes feedback to the request. This is called upward communication. This communication keeps management informed about the feelings of subordinates, helps management identity both difficult and potentially promotable employees, and paves the way for even more effective downward communication.

COMMUNICATION SYSTEM IN DBBL

Every organization has two types of communication system. DBBL is not except from them. It has also two types of communication system which are following: EXTERNAL SYSTEM INTERNAL SYSTEM

EXTERNAL SYSTEM
This system is typified by the formal organization chart. This system is used to control individual and group behavior and to achieve organizational goals. Some elements of external system are following:

Business letter Report writing Business proposal Memorandum report etc.

INTERNAL SYSTEM
The internal system develops as people interact within the formal, external system and certain behavior patterns emerge, patterns which accommodate social and psychological needs. In internal system, both formal and informal elements of communication are used which are following:

Grapevine Face to face communication PABX Mobile Letter etc.

Communication with the Stakeholders

Stakeholder Relationships
Stakeholders Any constituencies in the organizations environment that are affected by the organizations decisions and actions Why Manage Stakeholder Relationships? It can lead to improved organizational performance. Its the right thing to do given the interdependence of the organization and its external stakeholders.

Organizational Stakeholders

Managing Stakeholder Relationships

1. Identify the organizations external stakeholders. 2. Determine the particular interests and concerns of the external stakeholders. 3. Decide how critical each external stakeholder is to the organization. 4. Determine how to manage each individual external stakeholder relationship.

Due to the over load of work, employees might get demotivated and retention ratio might decrease. Management should think about increasing the number of employees in the branch. ATM services should be improved. There are lots of complaints about the ATM service of DBBL.

CONCLUSION
By our presentation we think all of you can come at this point that the communication skill of DBBL is really overwhelming. Not only that their effectiveness in communication helps them in a large way to achieve their organizational goal. The communication process of DBBL helps the organization to enlarge their business. So there is no doubt that................ Business communication skill is important for a business to achieve their organizational goal

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