Business Communication in Govt.

Organization

ARMY PUBLIC COLLEGE OF MANAGEMENT SCIENCES

ORDNANCE ROAD, RWP.
Project:
“Business Communication
in Government Organization”

Submitted to:
Ms. Maria Siddiqui

Submitted by:
Sobia Ishfaq
Fatima Mehwish
Saima Yasmin
Aeatasama Khan
Yusra Yousaf

DATED: JUNE 15, 2007.

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 Business Communication in Govt. Organization

BUSINESS COMMUNICATION
IN

GOVERNMENT ORGANIZATION

Abstract:
It is a process of sharing and exchanging ideas to attain the desired purposes within an organization.
An organization contains a unified group of people whose objective and goals are similar. The
process by which individuals stimulate meaning in the minds of other individuals by means of
verbal or nonverbal messages in the context of a formal organization can be termed as Business
Communication.

Now the interaction among the group members of an organization is known as the internal
communication. It is the vital means of attending to company concerns through effective internal
communication which is done on upward, downward, horizontal and lateral level. These four are the
basic flows of communication which shows how the message travels from top level management to
non managerial employees. And how the employees within an organization interact with one
another. Without having an effective and most established form of internal communication in an
organization, the external effectual communication cannot be maintained.

As for having a perfect and good business communication there must be a peaceful, discreet and
diplomatic culture of an organization. This can only be organized and managed by the leader of an
organization, because a leader’s job is to create, control and lead. The leader of an organization
plays an important role in motivating and making his staff to work at a level which can promote the
company’s efficiency in a unified environment. The way, in which he is maintaining discipline and
overcoming conflicts, show his abilities and characteristics. The style of his leadership can show the
culture and surroundings of an organization. This all comes in an internal environment of an
organization.

Whereas, the interaction and dealing with the outside environment of the organization which
comprises suppliers, distributors, retailers, wholesalers and competitors is known as the external
communication. Similarly the business communication in a government organization is also built
on an internally and externally communication based environment. So this report is conducted to
show the comparison of three different government organization’s internal and external form of
communications.

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 Business Communication in Govt. Organization

1. General Post Office:

1.1. Introduction:
Pakistan Post has a broad and varied role to play beyond provision of communication link for
individuals and businesses. Keeping pace with the changing communications market, Pakistan Post
is emphasizing in the use of new communication and information technologies to move beyond
what is traditionally regarded as a its core postal business. Pakistan post is committed to make
secure and timely delivery of mail, money and material at the doorsteps of the customers at
affordable cost. Pakistan Post has a broad and varied role to play beyond provision of
communication link for individuals and businesses. Keeping pace with the changing
communications market, Pakistan Post is emphasizing in the use of new communication and
information technologies to move beyond what is traditionally regarded as a its core postal
business. Pakistan post is committed to make secure and timely delivery of mail, money and
material at the doorsteps of the customers at affordable cost.

It has vast and a large number of branches or heads in main cities of the country, known as general
pot offices. These postal offices take control of the mail of small towns, villages and nearby cities.
Like in Islamabad, Karachi, Lahore, Peshawer , Quetta, Hyderabad and Rawalpindi. As the Pakistan
Post is a pure governmental organization and is playing an important role to compete with the
private companies. Government used to provide funds etc to such organization in order to stabilize
the position and stand side by side with deep-rooted competitors.

1.2. Structure of Organization:

The organizational structure of general post office is purely centralized and autocratic. The order
and regulations given by the chief postmaster must be accepted by every individual of the GPO.
Certainly the absolute orders are finalized and generated by the government, which are basically
forwarded to the employees. The role of the Government is very important in organizing the
governmental organizations as every kind of scheduling & planning is done by her.

1.3. Leadership Style:

The head or the leader of the GPO is named as Chief Postmaster( CPM), the recent CPM of GPO is
Naeem Ahmed. The style of leading of the CPM in GPO is surely centralized as the orders and
regulations are set by the Government, which are implemented by these chief postmasters. The
governmental leaders are the servant of the orders of government. They must have to follow the
instructions given to them.

1.4. Interaction within an organization:

All sort of communication in GPO is taking place through written communication. Incase of
generating order to subordinates or issuance of any notice, whether it is increment of pay or
acceptance of leave, or announcement of clerk meeting. Everything is communicated in the form of
written documents which is still based on file system. Because of the backwardness of organization
and carelessness of government over this department.
However both in upward and downward communication, interaction are done written form. Whereas

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 Business Communication in Govt. Organization

face to face meetings and formal or informal meetings also take place in order to keep the
environment of organization forthcoming. Normally there is a profile in the name of every
individual which is updated frequently to inform about the order or duty progress, to interact with
the employees.

1.5. Online Communication:

With the improvement of Pakistan Post and imminent revolution, now the government is providing
all those facilities which are important to forward a footstep towards modern developed countries.
This can only be possible if there is implementation of new techniques and use of information
technology in every organization. Pakistan post is steadily following this attitude and acting upon it.
During the last year and especially in this year, the IT field of Pakistan Post has largely updated.
Now there is online information available to customers for their Saving Accounts, Postal Life
insurance, Money Order, Postal Order, Post Codes and payment of online utility bills etc. There is
also recurrent information available to customers about any kind of questions. Pakistan Post has
enhanced its web site to great extent and now there is every sort of information required by the
visitor is accessible there.

1.6. Development of Strategical Reports:

Mostly the report work and planning etc is done by the government. Government used to develop
new rules and laws which are further given to Chief Postmasters and Administer Postmaster of
General Post Offices. These laws are accepted by them and they forward this to the lower level
management to make it sure to take action over these rules.

1.7. Conflict Management:

There are certainly conflicts and clashes in every department because the psyche of every being is
not uniform. So there is a likelihood of any misapprehension in the governmental organizations as
well. Generally a conflict arises between manager and employees when the employee or manager is
not satisfied. The conflict among employees occurs whenever the two of them get any opposite
argument.
Typically the conflicts arisen in the GPO area are based on the less or constant income of the
employees. The government is not increasing the salaries of clerks due to which the person loses
interest in his work which is surely bad for the organization and also for the person himself. This can
also affect the relationship of Chief Postmaster and the employee. There is also a distinction among
the salaries value of intermediate clerks and the IT qualified staff. As those of intermediate level
education are experienced while the other ones are well educated according to need of the time. So
the main conflict arises here, between the old and the new staff. As the fresh staff is young and fresh
minded graduates whereas the old ones are aged (above 50), the inconsistency lies here. It is the
duty of the CPM (chief postmaster) to resolve this distinction by calling the government about this
problem.

1.8. Ethical Values:

The ethics of Pakistan Post can be seen through the special uniform of postmasters and the
discipline that occupy the whole organization. There main purpose is to provide services to
customers and that come to their ethical values additionally. Because Pakistan post has arrange to
help out the students and the outsiders to guide and visit them the whole organization. This ethic is
followed by every employee of the organization.

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 Business Communication in Govt. Organization

1.9. Empowerment:
It is very rare that formal get together happen in which the ideas or creativity is accepted from the
employees. It means the governmental organizations provide a few platforms for the individuals to
show their abilities and work capabilities. This is definitely not good for employees because there is
a hidden talent inside them which is being stopped.

1.10. Adaptation of New Technology:

With the improvement of Pakistan Post and imminent revolution, now the government is providing
all those facilities which are important to forward a footstep towards modern developed countries.
This can only be possible if there is implementation of new techniques and use of information
technology in every organization. Pakistan post is steadily following this attitude and acting upon it.
There has been use of special software programs to enter the account holder’s info and manage it.
The book information is now converted over the databases for better storage and quick accessing to
it.

1.11. Motivation to employees:

The CPM or the Government can only motivate the employees through better salaries. Their
motivation can also be increased if there is a chance for them to show their creativity and ideas
without reluctant or any fear. The government is now motivating the employees through the
revolution or upcoming innovations.

1.12. Training & Promotion:

Government has also provided the training courses for the post offices employees. This not only
improves the efficacy of an individual but also gives a promotion to his job. There is a staff college
in which every person related to GPO can get course of his type. Government has provided the
promotion skills to her employees.

1.13. Relation with Customers:

Pakistan Post is dealing with his or her employees very kindly and honestly. The customer ship of
this section is very strong because of the revolution in which all kind of facilities are provided to
customers. Pakistan Post know very well that “customer is the king” so that’s why they are making
convenience for them. Incase of misplace of any parcel or money order, the Pakistan Post pay for it
personally and devotedly help their customers. There is a large customer service section in GPO
which provides every kind of information to their clients 24 hours a day.

1.14. Economic Changes:

These factors also effect the performance of a government organization. Because if the economic
conditions are not stabilized then the governmental organizations will not be capable of doing any
activity. Similarly the alteration in the budget or election season or arrival of new supervision
greatly affects the organizational environment.

1.15. Competitive Strategies:

To compete with the opponents Pakistan Post is following consistently on new innovative
techniques and procedures. It is implementing new strategies to copy his strong and enhanced
competitors.

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 Business Communication in Govt. Organization

2. Railway Hospital:

2.1. Introduction:
Railway Hospital is the alliance of Ministry of Railway which is working since after the
independence. From the year 1998 this hospital has been collaborated with the IIMC-T
(International Islamic Medical College & Trust). Now the control of this hospital is in the hand of
this trust which is basically affiliated with Riphah International University. This university come in
to existence in 2002 and is further give affiliation to IIMC. Whereas the IIMC-T is controlling the
whole administration of Railway Hospital. They have signed a contract of 33 years, of which 9 years
have been past. So we can say that Railway Hospital is a private-public collaboration or partnership.
The railway employees are getting free medical facilities from this hospital whereas it is also a
teaching hospital of Islamic International Medical College Trust (IIMC-T). The whole
administration is followed by the IIMC-T and the recent Administrator of the hospital is Dr Omer
Awwab Khan. He is controlling and managing the work of the hospital effectively & efficiently.

2.2. Structure of Organization:

The environment of Railway Hospital is decentralized in which the senior management and the
whole faculty staff of IIMC-T decides and finalized the decisions. It provides a democratic
environment to its employees.

2.3. Leadership Style:

The head of the Railway Hospital is named as Dr. Omer Awwab Khan, who is supervising the
whole administration. The style of leading of the CPM in GPO is surely autonomous Because he
used to discuss with the senior management of the hospital, in order to make their ideas more
adequate and acceptable. He used to find out if there is any dilemma to their staff members or the
workers etc.

2.4. Interaction within an organization:

The communication among the whole hospital staff is done through mutually oral and written
communication. Special meeting arrangements among senior doctors and administration is held,
employees suggestion is also accepted through suggestion boxes. Normally at upward
communication the administrator contacts with the heads of the departments and forward any
decision or new proposal. In downward communication the same rank doctors or nurses
communicate directly and send orders.

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 Business Communication in Govt. Organization

Here the communication is largely depends upon oral form. Whereas written is done at very high
level through e-mails and files sharing if it is necessary.

2.5. Online Communication:

There is no proper system of providing online accessibility to patients or the visitors. As it is now
totally linked to the IIMC-T so there are some ideas which will be accomplished very soon.

Railway Hospital is doing two jobs at the same time as a teaching institution to medical students and
providing curing facilities to patients. So very soon there will be online information access to
everyone, as the web site is under construction.

2.6. Development of Strategical Reports:

Physical work for the extension of Pakistan Railways hospital has been started to facilitate the
increasing number of patients and ensure timely and immediate medical facilities to Rawalpindi
citizens. On the completion of the work hospital would be able to deal with maximum number of
patients. The extension project would add the facilities of sterilization room, pain clinic, new
operation rooms, recovery room and patient waiting area to the hospital.

2.7. Conflict Management:

The clashes arisen here are based upon the difference between the two departments. The employees
working with the reference of railway argue that they are treated not equally as compare to those
from the IIMC-T. This is the main conflict that creates disorder and disturbance among the
employees of the hospital. The other clash that is based upon reference factor. As the administration
normally prefer the candidates on reference. This conflict can be resolve by the administration; they
have to remove this distinction. And provide equal facilities and promotion to them.

2.8. Ethical Values:

The main ethical value of the hospital is Islamic code of conduct which is followed both by the
administration and the faculty members. All the female members have to cover their heads and wear
a special uniform. Same instructions are to be followed by the men. There is exceptional
arrangement of prayers offering and during prayer timings all have to leave their place, in order to
offer prayer.

2.9. Empowerment:
Railway hospital provides a platform for employees to share ideas and innovative thoughts. The
administration used to listen to their advices and acted upon them.

2.10. Adaptation of New Technology:

New technology and modern equipments are being introduced to provide better teaching facilities
and environment. The IIMCT had added skin laser clinic, laparoscopic surgery, endoscopy
department, burn unit and CT scan in the hospital recently for the benefit of Railway employees and
general public.

2.11. Motivation to employees:

The administration can improve the workers working ability by increasing their salaries and giving
them bonuses. They can also be motivated if there will be fair treatment band appreciation to their
work. The workers in the hospital want a promotion to their job, which also depends on the Annual
Confidential Report. This report contains the marks and comments about their whole work
according to which they get salaries.

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 Business Communication in Govt. Organization

2.12. Training & Promotion:

The hospital is also organizing lectures on healthcare in various educational institutions. It also
provides certain short courses to the doctors in order to facilitate them with more knowledge and
expertise.

2.13. Relation with Patients:

There is a friendly and strong relation between the doctor and the patient. They treat the patients
with great responsibility and take care of their all needs. For this purpose free medicine centre is
also established. Such kind of measures develops good relations between patients and the doctors.
Incase of any loss of any patient’s life, the special treatment is provided to the patient’s family.
Their first struggle is to provide the best duty of their job to the patients.

2.14. Economic Changes:

If there will be any change e.g. the whole hospital is given to the IIMC-T then the environment will
also be affected to great degree. May be it is possible the railway hospital is renamed as IIMC-T and
the railway employees will be given cure at some charges. Or any other kind of changes can also
greatly affect the whole environment of the hospital.

2.15. Competitive Strategies:

In order to compete with the competitors, there must be the same principles and rules followed by
the other hospitals. As the Railway Hospital is not at that level of best hospitals, so their must be
new techniques & strategies are introduced.

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3. National Bank of Pakistan:

3.1. Introduction:
National Bank of Pakistan maintains its position as Pakistan's premier bank determined to set
higher standards of achievements. It is the major business partner for the Government of Pakistan
with special emphasis on fostering Pakistan's economic growth through aggressive and balanced
lending policies, technologically oriented products and services offered through its large network
of branches locally, internationally and representative offices.

National Bank of Pakistan is distinct from other banks in that it has a nonprofit and service
oriented motive, which has manifested itself in the area of salary deposits of government
employees and payment of utility bills. The bank renders both of these services across the country
reaching as far as the remotest regions; from our northern borders to the Arabian Sea. These
services do not contribute towards the earnings of the bank; rather they put pressure on our
resources. Nevertheless, we are committed to serving small savers and the general public of the
country. National Bank is everyone’s and does not only serve corporate customers.

By extending and targeting our research to improve bank earnings, through customer focus of our
commercial and corporate branches, and by enhanced efforts towards the development of human
capital, we shall very soon transform the bank from a bureaucratic organization to a fast paced,
modern, and competitive bank

The main aim of NBP is to be recognized in the market place by Institutionalizing a merit &
performance culture, Creating a powerful & distinctive brand identity, Achieving top-tier
financial performance, and Adopting & living out our core values.

Fig.3.1. Main branches of NBP in Pakistan.

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3.2 Structure of Organization:

The structure of Organization is both of autocratic and democratic nature. To some plans and
regulation the manager’s ideas are considered as the final decision. Whereas in some decision the
whole management discussion and acceptance is preferred.

3.3. Leadership Style:

The current president and chairman of National Bank of Pakistan is Mr. Ali Raza, who is doing
his best to maintain discipline in his organization. The head of the NBP is supervising the whole
national banking. The style of leading is very inimitable and unique. He shares everything with
their employees and appreciates their creative ideas.

3.4. Interaction within an Organization:

As it is a Government Organization so normally the communication is done mostly through oral
form and verbally. Within an organization employees contact with their colleagues and senior
management through face to face meetings. Whereas incase of communicating to different
branches of NBP mostly the telephonic communication is used but publication and
announcements.

3.5. Online Communication:

NBP provides a large number of online communications to its customers. It provides telebanking
which is accessible 24 hours a day. Telebanking operates 24 hours a day any where via the push-
button telephone link with the bank’s computer centre. With a wide spread use of such services,
together with ATM and credit card facility, a cashless and chequeless society is emerging. This
facility enables the customer to perform banking transactions any time in the day at ATMs
installed outside the bank and at key locations.

3.6. Motivation to Employees:

The employees of the bank are motivated with increase in the salaries, giving grant and bonuses.
They are promoted in their rank in order to develop more enthusiasm and creativeness so that they
can work more effectively.

3.7. Ethical Values:

The dress code is followed by every individual with decorum and decency. Everyone must be
follow the precise rules and parameters that have defined within the culture of the NBP. The basic
code of conduct is to keep a little smile on faces which show ur interest and act of being
responsible banker to customers.

3.8. Empowerment:
The environment of NBP provides a better place to all type of workers and employees to expose
their talent and ingenious ideas. The executive of the bank not only fulfill their ideas but also
implement them in order to motivate them and encourage their zeal and passion.

3.9. Competitive Strategies:

NBP is mounting new-fangled and innovative strategies to contend with its competitors. Since it
is a governmental organization, so it should be demonstrate itself as an established and recognized
bank of Pakistan. In order to compete with the private banks of Pakistan.

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Suggestions:
As all of the three organizations mentioned above are associated with government. The standard
of the governmental organizations is not as much established and renowned as compare to the
private sector. The main reason to it is that governmental organizations have not as much good
strategical plans or innovative formulas to improve themselves. Because they organizations are
dependant on the government in one way or the other, whereas the government does not provide
as much funds and aid to them. This results in low income & salaries to employees which will
definitely show low efficiency and less familiarity among the people. So there must be an increase
in the employee’s posts and salaries, so that may also be capable of performing best of their duties
and be loyal to their organization.

Conclusion:

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