Project on Zong

Course Title: Business Communication

Prepared For:
Sir. Khurram Shahzad
Prepared by:
Shawaiz Afzal 14074220-039
Junaid Abdullah 14074220-040
Rameez Munir 14074220-080
Zeeshan Zafar 14074220-071
MBA 7th
 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
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 customize 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.

Company Profile
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.
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.

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.

Products & Services

Its products include
• 3G & 4G internet devices
• 4G Handsets (with contract of OPPO)
Slogans
Since launch China Mobile Pakistan run the advertising campaign for Zong with
the tagline 'Say it all'
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.

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 internalcommunications 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.

KEY BEHAVIORS
Teamwork: Support each other to achieve our individual and collective goals. We are “One
Company, One Team with One Dream” of becoming number 1.
Drive performance: Performance-driven culture whereby we strive hard and take appropriate
actions that lead to favorable results for us and our business while rewarding our top performers.
Innovation: Innovate to make life easy for our people and explore smart ways for getting the
desired results.
Customer centricity: Create exceptional and positive customer experience and make external
and internal customers happy through our policies, behaviors and values while ensuring quality.
Integrity & accountability: Exhibit honesty and work with integrity to do what is right and
good for our business. Show accountability and responsibility towards our actions and
subsequent results.

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

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. 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. 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.

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

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.
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.

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'.

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?
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.

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 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.

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

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.
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.
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.

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.

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.
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.
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

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
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.

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.

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.

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.