HSBC- the worlds local bank is one of the largest banking and financial service organisations.

They have around 9,500 offices in 85 countries, out of which 10 of those offices are in Bangladesh. Since their first operations had begun in 1996, they have over 830 employees till date. Today in Bangladesh, HSBC offers a wide range of services that includes commercial and consumer banking, payments and cash management, trade services, treasury, custody and clearing. In this report, the importance of interactive business skills, grapevine communication, counselling and assertiveness within HSBC will be evaluated and analysed to find out how all of them affect the working environment, the performance of the employees and the success of the bank as a whole. Interactive Business Skills

HSBC is known for being financially innovative. They emphasise on communication to gain a competitive advantage. In order for the group to attain a higher return on equity, they have developed a communication process that is formal and extremely structured. These communications are achieved with the help of interactive business tools and are horizontal in nature. The account information is transmitted to client via online banking, customer service representatives and local branches. This is a vertical communication that occurs between the bank and account holder. Customers have the ability to send feedback, making this a two-way interaction. These channels of communication ensure customer satisfaction and promote deposits. HSBC Bank accepts deposits from clients, which is a liability. Deposits are an important source of funds, which will enable the group to issue more loans. The communication between the strategic business units at HSBC is horizontal and is two-way. HSBC Bank will then transfer funds electronically to HSBC Finance; this will result to a rightward movement in the communication model from HSBC Bank to HSBC Finance. HSBC will use the proceeds to issue loans to borrowers. This will cause a downward movement from HSBC Finance to borrowers. Applications can be filed online on the HSBC website. This is a two-way communication
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since client is able to send feedback to the sender. Once approved, loans are underwritten. Customers can access loan information by a simple phone call to one of many service centers. They can also make payments toward their loans via the Internet or phone. The next process involves HSBC Securities. Loan information is transmitted from HSBC Finance to HSBC Securities. These information usually include risk information and loan amounts (horizontal communication). These loans are first bundled up and then divided into standardized amounts and then sold to investors as securities (vertical communication). Investors are able to acquire these securities via the Internet, this is a feedback that moves upward from investor to HSBC securities. Their earnings and other information are available on it, this is feedback that goes from HSBC Security to investors. The following graph illustrates these processes.

HSBC Bank has the most employees compared to any other banks in the world, over 8000 people work at HSBC. The usage of interactive business tools is crucial in order to attain a smooth flow of communication between various departments and business units. These tools are used to communicate vital information to shareholders and clients. One of HSBCs interactive tools is designed and supported by Nortel. This program is called unified communication. It is essentially a product from Nortel that offers cross-platform voice and video integration. This product can also be integrated with existing HSBC application systems, in order to maximize its potential. Nortel aims to sustain HSBCs global alliance and increase the pace and effectiveness of the groups business. Nortel will use its expertise and maintain processes with dial-by-name, click to video, click to conference and various other functions that are readily available with just click of a button, accessible from desktops, laptops and hand held devices. The unified communication will gain and sustain advantages by increasing the banks global presence and local reach. It will enable employees at HSBC to work more quickly and effectively, no matter where they are situated on the globe (Nortel Networks, 2009). HSBC has several branches in various countries. These offices are interlinked via intranet called Netconnect. Access is granted to employees from branches and offices only. Employees are able to check up to date news pertaining to HSBC around the world and relevant banking news, they are also required to complete compulsory training sessions, all on the intranet. Moreover, this intranet is subdivided for usage by specific departments and business units. Employees are united by LotusNotes, one of the most important tools in offers is email. Employees are able to communicate amongst each other using LotusNotes. Emails can be sent and received at any time. The program also offers the capability of saving notes and reminders that make sure nothing is forgotten. Therefore employees are more efficient and effective at their assigned tasks. HSBC Holdings is very much dependant on communicative tools. HSBC selects communicative tools that are strategic. It is also crucial that these tools are up to date, in order to be and remain competitive. These tools also ensure profitability, positive return on equity and sustainability. These are achieved through constant research and development of the several communication tools.
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Grapevine Communication Keith Davis stated "the grapevine is a natural part of a company's total communication system...it is a significant force within the work group, helping to build teamwork motivate people, and create corporate identity" (International Personal Management). In simpler terms, grapevine refers to the informal and casual transmission of information, gossip and rumours which exists within the organisation. Since grapevine is unstructured it moves upwards, downwards and diagonally within and without the chains of command, between workers and managers and even with or without a company and is not under management control (International Personal Management Association, 1990). For instance, in HSBC grapevine exists within the workforce whenever time permits. The development of grapevine occurs due to various reasons. One of the major reasons behind the formation of grapevine is sense of uncertainty amongst the employees. Even when managers tend to behave favourably to some employees, insecurity amongst the other employees increases. Consequently, they start exchanging their point of views and opinions through grapevine network as they cannot communicate through formal channels. Formal channels refer to memos, reports, staff meetings, department meetings, conferences, company newsletters and official notes. These are highly documented and have very little chance for change once announced. In HSBC, both formal networks and grapevines are in action. The information within the grapevine is undocumented and is open to change and interpretation, 75% of what is carried is accurate. Through grapevine communication, transmission of information is quicker, flexible and more direct than formal channels. According to a survey, 75% of employees hear about important matters and issues relating to the organisation travels through rumours and gossip through grapevine communication.

Grapevine allows employees and management to release their stress and tension. It gives the workforce a chance to discuss various organisational policies. The grapevine enables individuals to prepare and adapt to future adjustments in advance of any formal statements. Grapevine improves contributions and efficiency. It is also good indicator of health, morale, trends and productivity (Management Study Guide, 2009). HSBC believes in the existence of grapevine communication since it is effective and powerful. Thus, the management team is always alert and aware so that they can manipulate and control grapevine communication. If they fail to do so, instead of benefitting the company, chaos will take over. Counselling Training and counselling are important aspects that an organisation must incorporate in order to attain positive figures at year-end. Although, the end result of these two activities is beneficial, there are numerous disadvantages that need to be considered. Mainly the procedure is not cost effective and is exceptionally time consuming. This being said, there are various costs that incur while training employees. The first one is equipment cost; in order to create an environment that promotes learning the company will need to invest sufficiently to acquire equipment and tools. The second one is training remuneration; the new employees that participate in the training session are compensated. This results to significant cost for the group (Toolbox). HSBC training process is very structured and includes key rules and regulations since it is a functional requirement. Trainers need to develop manuals and prearranged guidelines for the duration of the training session. This is particularly time consuming and thus very costly. Trainers will also need a classroom, which takes up an ample amount of space. These classrooms hold numerous employees and trainers are required to manage 30 to 40 people during one session. In this situation, personal interaction is lost and learning quality will be hampered. There are opportunity costs that are involved when training current and new employees. This is mainly exists since work is not being done by these employees. Counselling
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process is also said to be logistically challenging. In some cases, HSBC might have a lack of adequate resources to train and counselling.

For HSBC, these factors are unavoidable. However can be minimised implementing the following: HSBC has full time trainers that are responsible to train new employees and develop training manuals and procedures. The group has also developed web based training sessions through its intranet. This is the least time consuming and the most cost effective method of training the workforce. The financial industry is embellished with rules and regulations by the federal bank. Customarily, the federal bank provides handbooks to financial institutions. Therefore, HSBC will not have to come up new handbooks. While some employees out perform others within a workforce, the same will occur during the training process. Not all employees learn at the same pace. Some might learn faster than others, considering this HSBC will not allocate further resources towards the slow learners. They will simply employ job shadowing which requires no attention from the trainers and will enable them to concentrate on other activities. Therefore, it can be concluded that training and counselling affect toward the overall health of an organisation. It promotes long-term growth and sustainability. Yet, due to the numerous disadvantages, management refuses to implement such measures. Assertiveness, Aggressiveness and Passiveness Expressing your thoughts, feelings, and opinions and standing up for your rights is vital. You are your first and biggest supporter, so it's important that you speak up for yourself. That is the essence of assertiveness. The concept of assertiveness revolves around communicating our feelings and thoughts, while standing up for what we believe in while respecting and acknowledging the rights of other individuals (About.com, 2009). An assertive person states and expresses their needs and wants clearly, respectfully and appropriately. When it comes to their body language they have a good eye contact while maintaining a relaxed body posture speaking confidently in a clear and calm tone of
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voice. They always feel connected to others and are knowledgeable, while being in control and they definitely do not allow others to abuse or manipulate them. Assertiveness is a skill that comes by nature. However, it can also be natured. People who are able to master it will be benefitted as the level of interpersonal conflicts in their lives can be reduced, which in turn reduces a major source of stress (About.com, 2009). Not only do they meet the need of others but also they are able to meet their personal needs and wants. This means that they can convert win-lose situations into win-win situations. Assertiveness is often characterised as being in the middle being passive and aggresive. Passiveness simply refers to the quality in an individual that holds back a person from expressing his feelings and opinions. Passive communicators tend to speak softly and apologetically. They maintain a poor eye contact and have awkward body posture. Passive people often tend to become the victims because of their habits of avoiding confrontations and silently absorbing whatever is being said, no matter how hurtful and disrespectful it maybe. However, if they react, they tend to react aggressively since a lot of anger has built up within them overtime (Serenity Online Therapy, 2008). Aggression is form of behaviour that is usually confused with assertiveness. This is because both involve expressing ones rights and standing up for ones needs. On the other hand, the key difference is that when you are aggressive, you behave in a manipulative and abusive manner and do not take into consideration about what others think. They are overpowering, dominating, direct and brutally honest. Their body language is threatening since they point their fingers while speaking in a loud, offensive and sarcastic tone. They do not bother about the feelings of others and tend to intimidate and frighten people they tend to communicate with. Their actions will have a physical, emotional or psychological influence on their victim. Their relationships will fall apart since they are alienated from others (Serenity Online Therapy, 2008). HSBC believes in employing people who are assertive and can strike a correct balance between aggressiveness and passiveness. However, it is difficult for an individual to strike a perfect balance. In the real world, especially in the busy working environment within HSBC, which is highly competitive you either have employees who are aggressive
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or just passive. Having an employee who is assertive is extremely rare, since keeping your calm and patience in the different scenarios that arises in a bank is difficult. Even then, HSBC encourages assertiveness. They appeal to their employees to be in control of their feelings and opinions while respecting and valuing the point of view of others because this is the key to become assertive and achieving your target and goals and become successful. After examining the issues of interactive business skills, grapevine communication, counselling and assertiveness, in context of HSBC, it can be understood that none of these are neither interrelated nor interlinked with each other. However, each one of them affects the performance and efficiency level of HSBC as well as its employees. Also to a greater extent determines HSBCs success rate.

Bibliography

Interview with Iftekar Hasan, Brand and Communication Manager of HSBC, taken on 16 February 2009.

Nortel Networks, Worlds Local BankHSBC Deploys Nortel Unified Communications Solutions, viewed 3 March 2009,
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<http://www2.nortel.com/go/news_detail.jsp?cat_id=8055&oid=100247210&locale=en-US>.

About, Reduce Stress with Increase Assertiveness, viewed on 25 March 2009, <http://stress.about.com/od/relationships/p/profileassertiv.htm>. Serenity Online Therapy, Assertiveness and the Four Styles of Communication, viewed on 25 March 2009, < http://serenityonlinetherapy.com/assertiveness.htm>. International Personnel Management Association, Managing the Grapevine, viewed on 22 February 2009, <http://www.analytictech.com/mb119/grapevinearticle.htm>. Management Study Guide, Grapevine Communication (Informal Business Communication, viewed on 22 February 2009, <http://www.managementstudyguide.com/grapevine_communication.htm>. Toolbox, Pros and Cons of Training, viewed on 20 March 2009, < http://it.toolbox.com/blogs/enterprise-solutions/pros-and-cons-of-trainingmethods-16921>.

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