Communication Channels & Medias used in

Biman Holidays
 Communication Channels & Medias
A study on Biman Holidays

Communication Channels & Medias used in Biman Holidays

Course Name: Business Communication

Course Code: EM 503 ; Section: A
EMBA Program, University of Dhaka

Prepared By:
Name ID
Md Aman Ullah 3-19-41-073
Md Anisur Rahman 3-19-41-052
Morsheda Khanam 3-19-43-002

Prepared For:
Ethica Tanjeen
Assistant Professor
Department of Management
Faculty of Business, University of Dhaka

Date of Submission: 24th July, 2020

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 Communication Channels & Medias
A study on Biman Holidays

Acknowledgement

We think if any of us honestly reflects on who we are, how we got here, what we think we
might do well, and so forth, we discover a debt to others that spans written history. The help
of some person made our work easier. It was a great chance for us to work on the business
communication practices in a specific organization. First of all we would like to thank our
course instructor Ethica Tanjeen for her guidance throughout the whole semester.

Finally, we would like to thank those people who helped us to complete our questionnaire by
answering in interviews. Without helps of the particular that mentioned above, we would face
many difficulties while doing this. We would also like to thank Mr Shafi Uddin, who is solely
managing the company Biman Holidays, running as the holiday wing of Biman Bangladesh
Airlines.

24th July, 2020

EMBA Program
University of Dhaka

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 Communication Channels & Medias
A study on Biman Holidays

Letter of Transmittal

24th July, 2020

Ethica Tanjeen
Assistant Professor
Department of Management
University of Dhaka

Subject: Submission of Project paper on “Business Communication Channels & Medias

used in Biman Holidays”

Dear Madam,
With great veneration and humble approach, we are submitting our Term Paper on the topic
titled “Business Communication Channels & Medias used in Biman Holidays” which we
have prepared to fulfill the requirement of our respective course titled Business
Communication.
It was undoubtedly an interesting opportunity for us to work on this assigned topic to imply
our knowledge. We would like to thank you for giving us the opportunity to do the study. We
tried our level best to go deep into the topic and make full use of our capabilities in
completing the paper, though there may be some mistakes. We will be pleased to answer any
kind of query you think necessary.
We sincerely hope that you will appreciate our effort and for any further queries, We would
be at your disposal at your convenience.

Sincerely yours,

Name ID
Md Aman Ullah 3-19-41-073
Md Anisur Rahman 3-19-41-052
Morsheda Khanam 3-19-43-002

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 Communication Channels & Medias
A study on Biman Holidays

Executive Summary

Important to every administrative functions, communication could be a means of transmitting

information and making oneself understood by another or others. Communicating effectively
is an art and must be practiced effectively at workplace for better output and successful
achievement of goals of an organization. Communication may be a major challenge for
administrators because they're responsible for providing information, which ends up in
efficient and effective performance in organizations.

To identify the Communication model we must know the type of the communication and the
objective of the communication. There are two types of communication practiced in Biman
Holidays. Internal and External.

Internal communication or employee communication is practiced through practicing oral and

written methods of communications. External communication is maintained with customers,
vendors and partners using oral and written form of communication.

The company uses similar communication channels but utilizes the channels by
understanding its acceptability. Response actions are important to Biman Holidays hence they
prefer one to one communications over every other method.

Unlike every other organization, Biman Holidays also faces some of the barriers in their
communication processes. For example, The technical language regarding mentioning a city
code or an airport code they use acronyms. But to overcome the language barrier they train
their employees well. To remove monotonous behavior from employees they conduct
motivational meetings so that their communication performance remain top notch.

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Table of Contents

Contents Pages

Executive Summary 5
1. Introduction 7
1.1 Objectives 7
1.2 Methodology 7
1.3 Scope and Limitation 7
2. Understanding Workplace and Communication 8
3. Biman Holidays’s Communication Model 8
3.1 Internal Communication 8
3.1.1 Internal Communication Span 9
3.1.2 Communication Channels 9
3.1.3 Importance of Internal Communication 10
3.2 External Communication 11
3.2.1 External Communication span 11
3.2.2 Communication Channels 11
3.2.3 Importance of External Communication 12
4. Barriers in Workplace Communication in Biman Holidays 12
4.1 Physical barriers 12
4.2 Language Barriers 13
4.3 Psychological Barriers 13
5. Conclusion 13
Bibliography 14

Table of Figures

Contents Pages

Fig 1. Internal Communication of Biman Holidays 9

Fig 2. External Communication of Biman Holidays 11

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 Communication Channels & Medias
A study on Biman Holidays

1. Introduction
Biman Holidays is the official holiday wing of the national Airlines of Bangladesh. It is
operated by a company named Travel Shop and was solely originated in 2017. The mother
company Travel Shop ltd was established in 2012 and Became an IATA member in 2013.
With tremendous number of different tactics they introduced the first remmitance permission
from Central bank of Bangladesh to remit money from MAS holidays. Howevger in 2015
they participated in the RFP for Biman Bangladesh Airlines. In 2017 Travelshop became
selected for signing agreement with Biman Bangladesh to operate its holiday wing. Later in
2017 they signed up with 13 commercial banks of Bangladesh for corporate & online
exclusivity. They introduced their own airport lounge in Hazrat Shahzalal Airport HSIA in
2018 and has been operating in the B2C mode since then. This
Holiday wings is committed to serve the tourism sector of Bangladesh with excellence. With
this aim it is offering a traveler one stop solution for a complete and hassle free travel with
services like Airline ticketing, hotel reservations, offering holiday and medical packages,
travel insurance, visa services. They also have their own signature airport lounge, airport
meet and assist facilities at Hazrat Shajalal International Airport (HSIA). As a B2C based
company they had to maintain a proper communication method in various channels. They
needed to establish a proper internal and external source of communication with Vendors,
Consumers, Banks, Airlines and many more. In the whole report we will be discussing their
preferred methods in different aspects of communication.

1.1 Objectives
 To understand the concept of communication
 To determine corporate methods of communication
 To understand the practice of communication in service sector.

1.2 Methodology
 Source of Data:
We have used both primary and the Secondary data collection procedure for making
this report.

 Method of Analyzing Data:

The secondary data are collect through the several reports, websites, books, journals
and observations. And the primary data is collected through an interview of Mr. Shafi
Uddin, the CFO of the company.

1.3 Scope and Limitation

This study aims to be an accurate picture of business communication methods used with
authentic data and personal communication with business owners. This Report tends to be the
reflection of original practices and also to recommend the better way to implement the ideas
of business communication.

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 Communication Channels & Medias
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Among many limitations few major limitations were the pandemic situation in 2020 to serve
with an authentic report and depending on existing journals and news to comply with the
topic. There was limited scope to actually reach all of the business owners to know the real
practices. Hence the report is more likely depending on the data gather from some of the
previous employees of the company.

2. Understanding Workplace and Communication

Fundamental and vital to any or all administrative functions, communication could be
a means of transmitting information and making oneself understood by another or others.
Communicating effectively is an art and must be practiced effectively at workplace for better
output and successful achievement of goals of an organization. Communication may be
a major challenge for administrators because they're responsible for providing
information, which ends up in efficient and effective performance in organizations. The study
of communication is vital, because every administrative function and activity involves some
form of direct or indirect communication. Whether planning and organizing or leading and
monitoring, administrators communicate with and thru people. It seems reasonable to
conclude that one in every of the foremost inhibiting forces to organizational
effectiveness could be a lack of effective communication. Good communication skills are
very important to ones success as a leader. it's therefore essential for administrators to
endeavor to become effective communicators.

3. Biman Holidays’s Communication Model

To identify the Communication model we must know the type of the communication and the
objective of the communication. There are two types of communication practiced in Biman
Holidays.

3.1 Internal Communication

Internal communication is that the transmission of knowledge within a corporation. Internal
communication could be a lifeline of a business. It occurs between an employer and an
employee. It is communication among employees. Internal communication is that the sharing
of the knowledge, knowledge, ideas, and beliefs between the members of the corporate.
Internal communication is formal or informal. It depends upon the persons to which we are
communicating. We use informal or not so formal language with our colleagues. The
language used while communicating the pinnacle of the corporate is formal.

Biman Holidays internally communicate in three levels. The top level is of the Chairman, The
managing director and the Chief Financing Officer. The Mid level includes the Business
Development Manager, The Senior Managers of Operations, Branding, Ticketing and
Planning. The rest of the employyes are situated in the first line employees.

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3.1.1 Internal Communication Span

The Communication is open from any level to any level. The organization doesn’t
maintain the chain unless its about a planning or decisional situation. The regular
communication is very flexible within the levels. A first liner can easily access the top
level though communicating via the middle level is always appreciated.

3.1.2 Communication Channels

A message is sent through a medium or channel, which is the carrier of the
communication. Selection of the actual medium for transmitting the message may
be critical, because there are many choices. The medium can be verbal, nonverbal,
written, computer-aided or electronic.

Fig 1. Internal Communication of Biman Holidays

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 Communication Channels & Medias
A study on Biman Holidays

The employees and the managers use different tactics to communicate with each other. The
most used mediums are:

i. Oral Communication:
 Daily and Weekly Meetings: The employees conduct a daily meeting at 9 a.m sharp
at the office premises to give an update of their tasks to respective teams. The
departmental managers conduct the meeting. They also conduct a weekly meeting
with the top managers to review any progress or state any problems they are facing.
 One to One conversation: Employees are very much welcome to their department
heads for any one to one communication.
 Telephone: Biman Holidays has its own PABX line to connect with each desk with a
dedicated 3 digit number. Every 2 employees has one dedicated line and every
manager has their own.

ii. Written Communication:

 Email: Biman holidays employees mostly use email to communicate non verbally. As
it has branches, it is easier to get all the employees informed about any message
through an email. The company has its own domain mail.bimanholidays.com and
every employee has one dedicated mail in the domain. The top notch performance of
the domain is a must to mention.
 SMS: Occasional wishes or festival announcements to employees are provided to the
employees with a dedicated masking number of Biman Holidays. The marketing and
communications team looks after the system.
 Google Drive: The teams has their own worksheets in a common google drive where
they assign tasks to each other. This might be a replacement of memos in the new era.

3.1.3 Importance of Internal Communication

It is important in Biman Holidays to maintain the internal communication effectively
because they believe:

 It increases productivity.
 Easy attainment of goals.
 Reduce day-to-day conflict between team members.
 Enable fast response.
 Enable fast deciding.
 Helps in motivating the staffs.

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3.2 External Communication

External communication is the exchange of information between two organizations or
with any entity outside the organization. These external persons may be clients, dealers,
customers, authorities etc. A customer’s feedback is additionally external
communication. a corporation invests plenty of your time and money to enhance their
image through external communication.
3.2.1 External Communication span
For Biman Holidays, the external communication is established in three directions.
Customers, Vendors or Suppliers and Advertising partners.

Fig 2.External Communication of Biman Holidays

3.2.2 Communication Channels

Biman Holidays uses both written and verbal Channels for all three directions of their
external communication.

i. Oral communication:
 For Customer Communication, Biman Holidays uses telephone as a strong oral
communication tool. Also Customers visit their office often and gets a one to one
consultation on trip planning.
 For Vendor Communication Biman Holidays uses calling network like Whatsapp or
Viber to establish overseas calls.

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 For Advertising partners like commercial Banks, Biman holidays uses telephone as a
oral communication tool with a spokesperson from that organization. Time to time
meetings are also scheduled with these partners.

ii. Written Communications

 To communicate with consumers, Biman Holidays uses Digital media as a strong
channel. For example their website has a live chat bot for fast response. Their Social
Media pages are also open for any queries. They Uses SMS marketing to reach their
Target market. Weekly Newsletters and Promotional messages are also important
tools. For any ongoing trip planning, they use email to track every documents in one
mail loop. The advertising is done mostly using the social media and SMS, rarely in
emails.
 To communicate with international vendors Biman Holidays prefers email as the first
choice but for weekend support they rely on messaging services by creating a
whatsapp group. Vendor acquisition is also done by sending out proposals on email.
 To communicate with advertising partners, they use their dedicated mailing domain
but SMS and letters are also sent to this group.

3.2.3 Importance of External Communication

 It presents a favorable image of an organization to the outsiders.

 It provides information about products and services to its potential consumers.
 Reduces the risks of mistakes.

4. Barriers in Workplace Communication in Biman Holidays

There are barriers that may prevent effective communication from happening.
Communication barriers within the workplace can cause a decrease in productivity, low staff
morale, and below average customer service.

A few of the common barriers and ways to beat them include:

4.1 Physical barriers

It is interesting to notice that while you design a workspace where the staff are placed
remotely from one another to facilitate privacy, it's a substantial impact on workplace
communication.
But Biman Holidays designed a teamwork-oriented workspace. They Believe Employees
should ideally be placed in an environment where they'll be more engaged with one
another and not have irregular conversations.

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4.2 Language Barriers

One language barrier occurs with technical terminology that is present in any organization.
For instance, Biman Holidays uses airport codes as per IATA as IST for Turkey Intl Airport.
People might not understand it so the organization trains every employee on the acronyms as
soon as they get employed.

4.3 Psychological Barriers

Boredom, a negative attitude at work, lack of confidence, and stress can To manage the stress
and balance confidence in employees the chairperson of Biman holidays conducts a
motivational meeting every 30 days.

5. Conclusion
Conducting an effective communication is a must in any organization. An organization can
run better with a good communication method established in it. Whether internal or external,
Biman Holidays is maintaining a great communication method to make the other party feel
important. Employees feel more valued when they can have upward communication in
Biman Holidays. Also BIman holidays explains its mission and vision in its advertisements
which catches customer’s eyes and tell people that they are open for a conversation.

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Bibliography

Rentz, K. Rentz, P. (2019). Lesikar’s Business Communication. New York, NY:

Mcgraw-Hill/Irwins

Oppong, A. (2014). COMMUNICATION IN THE WORKPLACE: GUIDELINES FOR

IMPROVING EFFECTIVENESS. Files Retrieved July 15,2020 from
https://www.researchgate.net/publication/304782482_COMMUNICATION_IN_THE_W
ORKPLACE_GUIDELINES_FOR_IMPROVING_EFFECTIVENESS

Faizal, F. (2019). What Is Workplace Communication & Why Does It Matter? Files
Retrieved July 15,2020 from https://www.feedough.com/what-is-workplace-
communication-why-does-it-matter/

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