Product and Service:

Direct Method Through this direct process, the effective communication of Grameen phone with its customer occurs in a two way, face to face situation where both verbal and non verbal symbols and languages are apparent to both parties, which can be called level 1 communication. Moreover the company deals with its subscribers by level 2 communication where a two ways, but now face to face verbal situation occurs. Both in these two types of communication, instant feedback are available. As a result, the company can gradually learn about what subscriber wants from the company and can fill its subscribers demands, expectations and solve problems as per as its ability. However, after learning about the expectation, demand and problem of subscriber, Grameen phone divide these things into three segments and these are Request Complains Queries After doing so, then Grameen phone inform their management by doing email in the internet. Actually, in the whole process of corresponding, Grameen phone prefers to email communication. Thus, the company makes a link or communication network between subscribers and management. There are some kinds of examples on direct method are shown below through which Grameen phone be connected with customers. *111*# all time get to any information 121 hot line service: Message service & Email contacts Customer Management centre

121 HOTLINE SERVICE

GrameenPhone Ltd. Launched GP Service Month from March 1, to further improve the delivery of after-sales services Enjoy prioritized customer service by simply dialing 121.
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Dedicated customers care managers are available round-the-clock, 24 hours a day and 7 days a week only to serve you better. Business Solutions postpaid subscribers can call 121 absolutely free of cost.

Customer Management Centre In an effort to provide after-sales services closer to where the customers live, more than 8000 GP Service Desks have been opened around the country, located in all upazilas in the 61 districts where the GrameenPhone network has coverage. These GP Service Desks are equipped to provide most of the after-sales services and are open from 10am-6pm on all weekdays. In addition, all the 600 GP Customer Centers located in the divisional cities now remain open from 8am-8pm every day including all holidays.

Email And Message Service On the other side, if any subscriber wants to inform about their problems, they can do it through email contact or message service also. As a result, they can be linked with GP very closely.

Indirect Method On the other side, Grameen phone communicate with its subscribers through indirect method by level 3 communications where a two way, face to face verbal communication does not occur. Only written or printed documents or photo images are circulated on bill board and advertisements are telecast on television and so on. As a result, instant feedback is not available in this process. Thus the company informs their facilities of sim card to subscribers. Some kinds of indirect method are also given below: Advertisement on television Advertisement on bill board Advertisement on newspaper. Advertisement on internet.
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2.2 Communication Methods In The Organization:

To achieve its operating goals, Grameen phones needs to direct and coordinate its interdependence of units and individuals toward a desired point. As a result, a formal organization structure results from efforts to achieve coordination. On the other side, coordination results from effective communication and well organized programs or systems. There is a formalized hierarchy of Grameen phone has been shown below. Here, organization chart defines the scope of the organization. The people generally occupy roles and perform functions in all those spaces in the organization chart, the pictured structure could seldom be considered a final answer. However, to conduct function, the officials of GP have to contact with each other. Generally, GP believes in informal communication when they usually talk to each other. But, to submit a proposal, report to their management, they prefer to email communication better. They do not submit these things by direct handing over. On the other side, their communication in mobile by colleague to colleague is free as they have their own company mobile sim.

Organogram Of GP

2.3 Communication Flow In The GP

The flow of communication within the organization may be upward, downward, or horizontally directed. Grameen Phone Limited has downward and upward communication flows which are following:

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

Upward Communication: When management requests information from lower organizational levels, the resulting information becomes feedback to the request. This is called upward communication. This communication keeps management informed about the feelings of subordinates, helps
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management identity both difficult and potentially promotable employees, and paves the way for even more effective downward communication. Basically these two types of communication flow are used by the Grameen phone.

2.4 Communication System In GP

Every organization has two types of communication system. Grameen Phone is not except from them. It has also two types of communication system which are following:

External System: This system is typified by the formal organization chart which is shown in the page 24. This system is used to control individual and group behavior and to achieve organizational goals. Some elements of external system are following: Business letter Report writing Business proposal Memorandum report etc.

Internal System

The internal system develops as people interact within the formal, external system and certain behavior patterns emerge, patterns which accommodate social and psychological needs. In internal system, both formal and informal elements of communication are used which are following: Grapevine Face to face communication PABX Mobile Letter etc.

2.5 Communication With The Agents

The products and services of Grameen Phone are sold through the following channels: Grameen Phone at present has 450 Point of Sales all over Bangladesh in order to sell their mobile phones. These Point of Sales include 11 Dealers and their Franchises. 78 Outlet agents. 52 Individual agents. Among the 11 Dealers, at present-Flora, Grameen Telecom, Brothers and Butterfly, are the leading ones, with the maximum number of franchises. Besides their products, Grameen phone also sell service. Services are sold through Info Centers and Hotline.

Info center provides spot solutions. Here subscribers can get subscription. Trained and friendly officers are serving at Info Center from 8am-6pm. There is also 01 Sales & Logistics Officer who is responsible for providing SIM (Subscribers Identification Module) cards and handsets to the subscribers and distribution of marketing items. At present there are 6 Info centers, two in Dhaka and rest four in the other four regional heads, namely, Chittagong, Rajshahi, Sylhet and Khulna. Not only has that Grameen Phone interacted with the agents in the following way: Mobile phone Online Face to face communication. Basically these are the communication process GP used in operate their organization.

3. Conclusion:
By conducting survey I am able to reach this point that the communication skill of Grameen Phone is really overwhelming. Not only that its effectiveness in communication helps it in a large way to achieve itsorganizational goal. The communication process of grameen Phone helps the organization to enlarge its business. So there is no doubt that Business communication skill is important for a business to achieve its organizational goal.

3. References
Grameenphone Annual Report 2010 Business communication and English by William C. Himetreet and Wayne Murlin Baty. Business communication and English by Lecica.
http://www.grameenphone.com/

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