COURSE CODE AND NAME:

EPPM2014 BUSINESS COMMUNICATION (SET 5)

ASSIGNMENT:
FINAL PROJECT REPORT

TITLE:
BUSINESS COMMUNICATION PRACTICES AT WAWA COSMETICS

PREPARED FOR:
HJ. SYAMSUL AMRI BIN ABD RAZAK

PREPARED BY:
GROUP 5

NAME MATRIC NUMBER

MUHAMMAD ALIF HAFIFI BIN HASHIM A195145
MARINA BINTI ABU OTHMAN A196318
NUR ALIAH BINTI ZULKIFLI A193764
KAIYISAH SOFIYA BINTI SAIDPUDDIN A196079
MADIHAH AMNI BINTI MAHADZIR A196209
NUR AFIQAH IZZATI BINTI ANUWAR A195567
EXECUTIVE SUMMARY

Our group is doing research on Wawa Cosmetics, a company in Bandar Baru Bangi that specializes in
producing and selling cosmetic products at reasonable prices. They provide various types of products,
such as perfumes and skin care sets. Also, they had registered with the Ministry of Health in Malaysia.
Wawa Cosmetics targets customers in Malaysia, Brunei, Indonesia, and Singapore. They promote and
sell through dropship agents and online platforms like Shopee, Lazada, and TikTok.

Wawa Cosmetics is run by a celebrity couple who are quite famous in Malaysia, namely
Aeril Zafrel and Wawa Zainal. Wawa Cosmetics is a subsidiary company of Respected Citizen
Sdn Bhd. Wawa Zainal is the owner, while Aeril Zafrel is the C.E.O. of this company.

Wawa Cosmetics company has a wide network throughout Malaysia. Through the
website wawacosmeticsmalaysia.com.my and more than 2000 registered stockists and agents
in Southeast Asia. Wawa Cosmetics was established to fulfil the dreams of all women so that
they have high confidence in choosing a minimalistic concept with exclusive cosmetic quality.

The research conducted on Wawa Cosmetics was through a face-to-face interview

session. The study found that the business communication that takes place in this organisation
uses Malay as a whole, but there is also the use of English when it comes to websites that
connect with foreign nationals as well as documents for company documentation. Next, the
flow of communication that takes place in the company is vertical, where communication takes
place from top to bottom or bottom to top according to the organisational hierarchy.

In addition, Wawa Cosmetics uses various written communication methods, including

official letters, memos, meeting minutes, and financial reports. These methods help to inform
customers and staff, record information about meetings, and track all transactions in the
company's account.

Meanwhile, communication that is used in conversation will be implemented through

company meetings that will be held every month. The meeting will have important agenda
items. There are also several presentations made by company staff or entrepreneurs to improve
the company's capabilities and ensure that the products that will be produced will meet
customer expectations.

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TABLE OF CONTENT

NO. CONTENTS PAGE NUMBER

EXECUTIVE SUMMARY 1
1.0 INTRODUCTION 2
2.0 BACKGROUND INFORMATON 3
3.0 ANALYSIS

3.1 Organizational Communication 4

3.2 Written Communication 4
3.3 Oral Communication 5
3.4 Communication Technology 5

4.0 CONCLUSIONS

4.1 Communication in Organization 5-6

4.2 Written Communication 6
4.3 Oral Communication 6-7
4.4 Communication Technology 7

5.0 RECOMMENDATIONS 7
REFERENCES 8
APPENDICES 9-12
1.0 INTRODUCTION

The purpose of our group by choosing the Wawa Cosmetics company as a research material
because this company is a well-known company among Malaysians. This company is also run
by the country's leading artist, Wawa Zainal who is the owner of the company while Aeril
Zafrel is her husband and is also the CEO of the company. This company has grown and has
several branches in several districts in Malaysia.

We also chose the Wawa Cosmetics company so that we could increase our knowledge
about the organization within this company. We would like to obtain data on the
communication that takes place in this business such as the use of Malay or English language.
Next, we want to get information about communication in writing, that is, using letters or
memos. There is also oral communication such as meeting agendas. Finally, regarding
communication through technology that is using the internet.

Wawa Zainal or her full name is Nur Hawa binti Zainal Abidin is a native artist. Nur
Hawa who is more affectionately called Wawa is the owner of a cosmetics company for the
leading brand in Malaysia, Wawa Cosmetics. Wawa Zainal has started her business on a small
scale by selling cosmetic products through social media only, namely Instagram. After gaining
attention from the public, the Wawa Cosmetics company continued to thrive and began to sell
a variety of products such as beauty and health to various age groups.

Aeril Zafrel or his full name is Suhairil Bin Sunari who is the husband of Wawa Zainal.
Aeril Zafrel also held the position of Chief Executive Officer. He has helped and supported the
Wawa Cosmetics business a lot. Wawa Zainal is brave because she has chosen the field of
business even though she lacks knowledge about business. However, this business built over 3
years has become one of the leading companies in Malaysia and has its own branch and
stockist.

Data collection was conducted through face-to-face interview procedure with the Wawa
Cosmetics company. We chose this procedure so that we can focus and be able to conduct a
survey of the Wawa Cosmetics company. Surveys or observations carried out can help us to
see how the organization of this company works. We can also see how products are marketed
and delivered to their branches.

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2.0 BACKGROUND INFORMATION

In 2016, Wawa Cosmetics launched their first product, Wawa Softlens, which is a contact lens
for the eyes. In the beginning, Wawa Zainal failed to launch her product for the first time and
her business almost collapsed because of the lack of focus on this business. However, she rose
to advance her business and has successfully won the 100 most influential young entrepreneurs
of 2018 award together with the encouragement of her husband, Aeril Zafrel.

Then, the Wawa Unicorn Kit was launched in 2020 and has successfully sold 25,000
units. Wawa has been promoting and selling its products for less than 2 years through social
media such as Instagram and TikTok. His products have gained support and become people's
favorite. After that, Wawa cosmetics products have been in high demand in the Malaysian
market, especially among teenagers.

Wawa Cosmetics has a company motto which is "Pakai Wawa barulah Lawa", this motto
wants to symbolize woman’s beauty in wearing their products. Wawa Cosmetics has more than
20 branches throughout Malaysia such as in Johor, Selangor, Kuala Lumpur and Kelantan.
They have more than 30 staff and also has more than 2000 stockists and agents in the Malaysian
market. This wide range of products can help Wawa in developing its business as well as being
able to enter international markets such as Indonesia and Brunei.

There are various ranges of cosmetic products that have been released by Wawa
Cosmetics such as make up kit, lip matte, lip treatment, blusher, serum, foundation, compact
powder, and eyeliner which is a make-up set. Wawa Cosmetics products are promoted through
social media such as Instagram, Facebook, Twitter. There are also trading websites such as
Carousell, Lazada and Shopee.

The type of business conducted by Wawa Cosmetics is a sole proprietorship registered

with the Malaysian Company’s Commission. Wawa Cosmetics company has successfully sold
their products over 700 thousand units. Wawa and her husband, Aeril Zafrel, also run an
entrepreneurship course that is open to anyone who wants to become a successful entrepreneur
like them. Although she had failed in running her business, Wawa continues to work and study
more deeply about her business and products.

In conclusion, Wawa Cosmetics is our best choice in conducting research on business

applications such as company organization according to hierarchy, communication in business
and meetings. Face-to-face interviews have a significant impact on the study because we can
see the company's journey for ourselves.

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3.0 ANALYSIS

3.1 ORGANIZATIONAL COMMUNICATION

Main purpose of Wawa Cosmetics using organizational communication are to update

employees on new policies, crisis communication, ensure safety throughout the organization
and how to manage change in management. Efficient organizational communication that Wawa
cosmetics use involves in how to create and exchange information, work with diverse groups
of people, learn how to communicate in complicated and changing circumstances.

Wawa Cosmetics uses English and Malay for organizational communication, as Malay
workers benefit from faster communication. English is used for foreign customers and
management. The vertical and horizontal communication flow facilitates faster information
flow and early decision-making.

In conclusion, communication between organizations is very important and needs to be

managed well to avoid any miscommunication between staff and upper management. It is
important to speak in a language that is comfortable to use.

3.2 WRITTEN COMMUNICATION

Wawa Cosmetics utilizes written communication to share information, ideas, and data among
workers, using various methods like emails, letters, memos, WhatsApp groups, reports, and
social media posts.

The purpose of this is for recording and documentation. It helps in creating a permanent
record of conversations, agreements, decisions, and transactions. It serves as evidence and can
be referred to in the future if needed. After that, Wawa Cosmetics always try their best to
persuade, convince, or influence others. This can be seen in persuasive essays, marketing
materials, proposals, or business reports, where the goal is to convey a particular viewpoint and
motivate the reader to take action.

Overall, written communication plays a vital role in facilitating effective and efficient
communication across various contexts, providing a tangible and lasting medium for sharing
information, ideas, and emotions.

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3.3 ORAL COMMUNICATION

The purpose of oral communication is to exchange information, ideas, and emotions through
spoken language using verbal and non-verbal cues. Wawa Cosmetics uses various settings,
including face-to-face conversations, meetings, presentations, phone calls, video conferences,
and company events.

Wawa Cosmetics believes that oral communication can build relationships between
workers. They have informal meetings just to get to know each other more than once a month.
When at informal meetings they can bring or cook lunch together. After that, they also can
provide feedback and evaluation. It allows for immediate discussion, clarification, and the
opportunity for individuals to ask questions and seek clarification. Then, conveying
information is often used to share information, instructions, explanations, and updates about
their new products. For more details, the platform that Wawa Cosmetics uses is Bizz App. This
platform can inform every agent all around the world about sales and inventory.

3.4 COMMUNICATION TECHNOLOGY

Wawa Cosmetic Company uses technology communication methods to interact with

employees within the organization, as well as users outside the organization. Among them is
the use of email for matters to reach employees in the organization at certain times, sharing the
latest information in the organization, interacting with users outside the organization and
others.

The use of the internet in the organization is one of the most important requirements for
communication matters in terms of employee management in the organization, interaction with
superiors, advertising, product promotion, achievement to users outside the organization and
many more. For example, during pandemic, they have to use Zoom platform to communicate
with their employees and agents.

4.0 CONCLUSIONS

4.1 COMMUNICATION IN ORGANIZATION

Effective communication is the process of sending a message in such a way that the message
received can be understood by the receiver. It is important to know which language you use to
communicate among staff. If you have Malay staff and Malaysian citizenship, you should use
Malay as your main language meanwhile when you are communicating with foreigner like
from Singapore and Brunei, you shall use English language to communicate well.

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We should also respect people of different races because they are using different languages.
We need to appreciate diversity among people. Know your audience and from that, you will
know how to communicate well. Wawa Cosmetics company have made a good decision by
using a language that can be spoken by different races of people. It is good that they know how
to communicate well.

In conclusion, communication is not just words, it is a mixture of tone and body

language. You can effectively communicate while utilizing your voice so that people can
understand, and the information will be received well.

4.2 WRITTEN COMMUNICATION

Wawa Cosmetics recognizes the importance of written communication as a powerful tool for
conveying information, ideas, and messages within their organization. They utilize various
forms of written communication such as e-mails, letters, memos, WhatsApp groups, reports,
and social media posts.

The primary purpose of using written communication in Wawa Cosmetics is to ensure

recording and documentation. This helps in creating a permanent record of conversations,
agreements, decisions, and transactions, serving as valuable evidence that can be referred to in
the future if necessary.

Additionally, Wawa Cosmetics actively employs written communication to persuade,

convince, or influence others. Whether through persuasive essays, marketing materials,
proposals, or business reports, they aim to convey a specific viewpoint and motivate readers to
take action.

Overall, written communication plays a vital role in facilitating effective and efficient
communication within Wawa Cosmetics, enabling them to share information, ideas, and
emotions in a tangible and lasting manner across various contexts.

4.3 ORAL COMMUNICATION

The use of oral communication in the implementation of environmental teaching and learning
gives much elasticity in grasping what is entailed during the conversation. Oral communication
allows you to avoid blunders, muddled speech, and unjustified speech. It entails direct
interaction between individuals or groups using verbal and nonverbal clues such as tone of
voice, facial expressions, and body language.

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Additionally, Wawa Cosmetics occur in a variety of circumstances, such as face-to-face
interactions, meetings, presentations, phone calls, video conferences such as ZOOM, and
workplace events.

In conclusion, workers' relationships can be strengthened through oral communication.

Once a month, they have informal meetings to get to know one other better. They can bring or
make lunch together for informal encounters. From that, they will be able to provide feedback
and review. It enables immediate discussion and explanation, as well as the ability for anyone
to ask questions and seek clarification.

4.4 COMMUNICATION TECHNOLOGY

Communication for technology allows persons who struggle with communication to express
their demands and requirements. Communication technology can be used and benefited by
people of all ages and capacities.

Furthermore, Wawa Cosmetic Company uses technology-enabled communication ways

to communicate with both internal and external users. Among these are the use of email to
reach employees in the organization at specific times, disseminating the most recent
information within the organization, engaging with users outside the organization, and others.
They also use social media such as WhatsApp, Instagram and Zoom to communicate with
employees, customers, and stakeholders.

Finally, the use of the internet in the organization is one of the most significant
requirements for communication matters in terms of employee management, engagement with
superiors, advertising, product promotion, achievement to people outside the organization, and
many other things.

5.0 RECOMMENDATIONS

Wawa Cosmetic has good business communication practices, ensuring smooth and effective
communication among internal and external users. However, there is room for improvement.
Before this, Wawa Cosmetics has done collaboration with Rozyana Roslan (influencer). In
order to grow their business, our suggestion is they can do more collaboration between
influencers or any other brand. The more they do collaboration, the greater potential for people
to buy Wawa Cosmetics product.

Next, the warehouse that they use now is small and inconvenient for them. Our suggestion is
they should improve or open another warehouse to keep the stocks and they should provide a
suitable space for packing the parcel.

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REFERENCES

1. Newman, A. (2022). Business Communication and Character. Cengage Learning.

2. Abd Razak, S. (2023). Business Communication Lecturer. National University of Malaysia.

3. Harun, M.A. (2023). General Manager. Respected Citizen Sdn. Bhd.

4.Wawa Cosmetics. (n.d.). www.wawacosmetics.com.my. Retrieved by

https://www.wawacosmetics.com.my/

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APPENDICES

Interview questions:

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Interview session with General Manager at Wawa Cosmetics HQ:

Name card of General Manager:

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