communication in banking

Presented to:Ma’am Sara Zafar

Presenters:

AROOJ ZAFAR :105DUR E SHAHWAR:107ISHTIAQ AHMAD;110

UMAR IQBAL;133HASSAAN KHAN:109

On September 15, 2001, under the supervision of the State Bank of Pakistan (SBP), the institution then known as the Prudential Bank was acquired by the management and associates of the Saudi Pak Industrial and Agricultural Investment Company (Pvt) Ltd (SAPICO)On March 31, 2008, a Consortium comprising of IFC, Bank Muscat, Nomura International and Sinthos Capital and led by senior bankers Shaukat Tarin and Sadeq Sayeed acquired an 86.55% stake in Silkbank for around $213 million or $0.47 per share (PKR 29.3 equivalent per share). Under the new leadership, the bank will continue to focus on SME & Consumer financing resulting in efforts of increased profitability.

It is our commitment to be a responsible corporate citizen, to support charitable causes and to give back to the communities where our staff members live and work.Silkbank prides itself in being a conscientious and responsible corporate citizen with a commitment to the development of Pakistan. At Silkbank our employees are encouraged to give back to society and we have made concerted efforts towards the development of healthcare, education and constructive, character building sports activities in the underdeveloped segments of our country.

Communication Forms of communicationForms of internal communicationForms of external communicationMeans of communicationBenefits of communicationConclusion

What is communication?In simple words we can say that ““just to convey the message”

If we go in more detail we can say that “ communication is the process of transmitting& Receiving Messages

(B A). (A B)

If some one achieve the desired level of objective through communication , we can say that it is “effective communication”.

e.g. If your communication get the proper response from the receiver it means that you effectively conveyed the message.

1. Internal 1a: Communication with and between

employees. 2a:Communication with customers

and clients .

Internal means a bank wants to Discuss an idea/Issue to its employees .

The message should be either in writing or verbal form.

There are three types of communication with in the banks .

Horizontal communication/lateral communication.

Upward communicationDown ward communicationCommunications must be upward, downward

and lateral.

Communications Systems – Consists of meetings, electronic systems, publications, conversations etc. on which messages are transmitted.

Communication Skills – People who have the skills to communicate effectively.

Formal Communications – Follows prescribed channels of communications throughout the banks, typically following a chain of command. Often depicted through an organizational chart, it provides for the structured flow of upward, downward and horizontal communications.

Downward communications - Consists of messages that flow from upper to lower levels of the banks employees . Through this system employee activities are directed, attitudes and behaviors are conveyed, instruction provided, policies and procedures passed on, performance evaluated, etc.

Written Downward Communications Job descriptions, work

procedures, protocols. Newsletters and internal

publications (cyberpublications).

Digital publications Bulletin boards Letters and memoranda E-mail Intranet

Oral Downward Communications Employment interviews Performance evaluations Disciplinary interviews Department meetings Mass meetings Educational and orientation

programs Videoconferencing and

presentations Telephones

Messages are not received. Information overloadOrganizational bypassingDistortion or filteringNot used to motivate or encourage employees

Upward communications are sent from the lower to the higher levels of the organizations.

Messages flowing upward ie., employee concerns, ideas, reactions and recommendations are vital to the organization’s success.

Written Upward Communications

Employee opinion surveys Write to know or gripevine

systems Suggestion boxes Memoranda, letters, email,

reports Intranets Complaints or grievances Performance evaluations

Oral Upward Communications Open door policies (MBWA) Formal grievance procedures Department or unit meetings Individual interviews Advisory committees Tasks forces and problem-

solving groups Telephone hotlines Voice messaging

Conscious communications is best achieved when bank provide systems designed specifically to promote upward communications and use downward communications to encourage it.

Subject to substantial distortionSome members of the banks discourage

upward communicationsMay be too intimidating to employees

Traditional banks discouraged this form of communication with the belief that all information should by passed on vertically through the hierarchy.

Today with the evolution of teams, participative decision-making, and empowerment of employees, vertical communications has become vital to bank success.

As bank’s “flatten” their hierarchies horizontal communications will take on greater importance.

All of the same oral and written methods used in upward communications are used laterally as well as:

Teambuilding seminars Cross-departmental visitations Committee meetings Work teams Virtual work teams

Some banks do very little to encourage horizontal communications.

Management and staff may not fully support the process for a variety of personal reasons.

In inter-disciplinary teams, specialization may impede the communications process.

Exchanges of relevant information may be difficult for others to understand.

Communications to external stakeholders is critical to the bank’s success.

May involve the use of the same written and oral forms of communications as well. Newspaper and magazine press releases Brochures and publications Web sites Electronic mail

Challenges to external information include:

Information overload Filtering and distortion

To avoid the pitfalls of communications a formal plan and a carefully coordinated strategy for communicating should be implemented to guide and direct all external communications.

Informal oral communications spring from informal networks and is considered the dominant form of oral interaction in organizations. Referred to as the “hidden hierarchy” informal communications is how many banks operate.

Blog (Web logs) refers to web sites where one can post journal style daily comments on whatever topic the writer chooses to discuss.

Some banks hire public relations specialists to track blogs daily to see what is being said about them, the competition and potential customers.

Opportunities

Intranet Extranet Recruitment and hiring Crisis management Knowledge management

Online forums, connected knowledge bases, electronic bulletin boards, spreadsheets, etc.

Learning organizations

Challenges

Information overload Privacy violation Breeches, safety and security I personalization Excess use Straining other traditional

forms of communication