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PROJECT REPORT ON

ZONG
SUBMITTED TO:

SUBMITTED BY:

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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.

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.

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. 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.

MISSION
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”.

VISION
“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.

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.

ORGANIZATIONAL HIERARCHY
C.E.
O

GM GM GM GM CFO
CENTRAL-I CENTRAL- NORTH-I SOUTH-
II I

SALES MANAGE ADMIN

HEAD R COPS

RMD
 ASM ASM ASM ASM

FFR RSO DSO

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CENTER ALIZATION

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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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 COMMUNICATION 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 communications System
include the following pattern.

• Internet 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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UPWARD

HORIZONTAL INTERNAL
HORIZONTAL COMMUNICATION

DIAGONAL DOWNWARD
DIAGONAL

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 ENVIRONMENT

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, marketing communications
has a single purpose -- to market a service or product to a particular

audience.

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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.

5. 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.
 6. 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 this 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 organizations.

• 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.

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Interactive attributes

• 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 organization

• 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

ROLE 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.

34
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.
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References:
ZONG Customer service center Karachi

www.zong.com.pk

www.google.com.pk