Chapter - 1

INTRODUCTION

1.1 Origin of the Report

It is the requirement of our course teacher, Mrs. Ethica Tanjeen, of Business Communication
(MGT-106). As the course will be incomplete without preparing a report, so we are assigned
to prepare this report. We have tried our best to complete it according to the instructions of
our course teacher.

1.2 Objective of the Report

To identify the Communication Channels used in Opsonin Pharma limited.

1.3 Scope of the Report

The report contains theoretical framework, company profile, communication channel used in
Opsonin Pharma Ltd., conclusion and recommendation part.

1.4 Data Collection Methodology

The report has been prepared by the following methodology
o Primary source:
- Face to face conversation
- Observing the condition
o Secondary source:
- Website

1.5 Limitations
There are many limitations we have faced to prepare this report. Some of them are given
bellow:
o Time limitations.
o Lack of experience.
o Difficulties during data collection

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 Chapter - 2
THEORETICAL FRAMEWORK

2.1 Communication
Communication is the ability of conveying information. More specifically, we may define
communication as the transmission and reception of ideas, feelings and attitudes that produce
a response. It may be verbal or non-verbal.
Communication requires a sender, a receiver, a message, a medium and a recipient, although
the receiver doesn’t have to be present or aware of the sender’s intent to communicate at the
time of communication.

2.2 Business Communication

The exchange of information or ideas in the field of commerce and industry is called business
communication. In other words, it is the process of exchanging ideas, thoughts and news
related to business activities with others to achieve the objectives of business.
That means, it is the exchange of business related ideas and information in such a manner to
achieve organizational goals.
Characteristics of an effective communication system are as follows:
o Clearness and integrity of message to be conveyed.
o Adequate briefing of the recipient.
o Accurate plan of the objective.
o To know the main purpose of the message.
o Correct timing.
o Proper response or feedback.

2.3 Communication Channel

A communication channel is particular type of media through which a message is sent and
received. In other words, it’s the method of communication used. Communication channels
include the spoken, written and printed words and electronic or computer based media such
as radio and television, telephones, video-conferencing and e-mail.

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2.4 Characteristics of Communication Channel
In organization, there are many characteristics. Those are given below,
i) Communication channels refer to the way of communication flows within the
organization and other organizations.
ii) In this communication channel, a manager becomes a link.
iii) A manager has to inspire, steer and organize his employees’ efficiently, and for all
this, the tools in his possessions are spoken and written words.
iv) For the flow of information and for a manager to handle his employees, it is
important for an effectual communication channel to be in place.
v) Through a modem of communication, be it face to face conversation or an inter
department memo, information is transmitted from a manager to subordinates or
vice versa.
vi) An important element of the communication channel is the feedback mechanism
between the management and employees.
vii) In this mechanism, employees inform managers that they have understood the task
at hand while managers provide employees with comments and directions on
employee’s work.
viii) Communication channel is implemented by managers to optimize workers’
productivity to ensure the smooth running of the organization.
ix) Every organization tries to motivate staff members to adopt the organization’s
mission and cultural values and to participate in special ceremonies, such as-picnic
and campaign etc. It helps to create unity among the subordinates.
x) For communicating new strategies, goals and objectives with the subordinates, a
channel is considered. It gives direction for lower levels specifying their targets and
expected behaviors.

2.5 Types of Communication Channel

Communications channels can be are divided primarily into two types. Such as-
1) Formal communication channel.
2) Informal communication channel.
1) Formal Communication Channel:
In formal communication channel, the messages are transmitted in a well-arranged way,
maintaining all possible country. Some of them are given bellow:

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a. Downward Communication Channel
i) Annual Reports:
An annual report is a comprehensive report on a company’s activities throughout the
preceding year. It is extended to give shareholders and other interested people information
about the company’s activities and financial performance.
ii) Employee Handbook:
Employee handbook is a book to employees by an employer which generally, contains
information about company policies and procedures.
iii) Company Magazine:
Company magazine is formal periodical publication containing articles and illustrations on a
particular subject or aimed at a particular readership.
iv) Formal meeting:
A formal meeting is pre-planned gatherings of two or more people who have assemble for the
purpose of the purpose of achieving a common goal through verbal interaction.
v) Conference:
Conference refers to the commercial association for regulation of an area of activity or the
exchange of information. It can be both audio conferencing and video conferencing.
vi) Web-site:
Web-site is a location connected to the internet that maintains one or more web pages for
providing information to all the organizational members.
vii) Radio Announcement:
Radio announcement refers to proclamation of information by radio from radio station about
the organization.
viii) Slide-Show-Presentation:
Slide-slow is a presentation of a series of still images on a projection screen or electronic
display device for understanding the matter to others clearly.
ix) Interview:
Interview refers to the meeting of people face to face, especially for consultation. From this
type of communication channel, interviewers can learn and understand much information
about the organization.
x) Team Briefing:
Team briefing is a regular and systematic process that ensures communication takes place
between management and employees. The objective is to make sure that every employee
knows and understands what they and others doing in the organization and why.

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 xi) Notices:
Notices refer to the notifications of something, especially to allow preparations to be made
within a due time.

b. Upward Communication Channel

xii) Letter:
Letter is a written, typed, or printed communication, sent in an envelope by the messenger.
xiii) Faxes:
With the help of fax technology, an exact copy of a document, made by electronic scanning
and transmitted as data by telecommunication links from one place to another place within a
short period.
xiv) Mailings:
Mailing refers to the action or process ascending something by mail and if it done
electronically, it is called e-mail.

2) Informal Communication Channel:

Informal communication channel refers to those channels which arises naturally and without
guidance. Some of them are given bellow:
xv) Grapevine:
Grapevine refers to the circulation of rumors and unofficial information. It serves as a means
of emotional release for staff members and provides the administration with significant
information concerning the attitudes and feelings of staff members.
xvi) Face to face discussion:
It is an informal path of communication, describing social interaction carried out without any
mediating technology.
xvii) Telephone:
Telephone helps to transmit voice over a distance using a wireless or radio for
communicating with others.

2.6 Ways of Business Communication:

The communication can be performed through two ways. They are discussed below:
1) Oral Communication
2) Written communication

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1) Oral Communication:
Oral communication is the process of expressing information or ideas by words, come out of
mouth.it includes individuals conversing with each other. It can be direct conversation or
telephonic conversation. Some of the examples of oral communication are given below:
 Meetings
 Lectures
 Interviews
 Group Discussions
 Speeches, etc.
2) Written Communication:
Written communication involves any type of interaction that makes use of written word.
Written communication helps in understanding principles, policies and rules for running of an
organization. Some of the examples of written communication are given below:
 Formal Management Reports
 Management Bulletins
 Management News
 Complaint Box
 Leaflet, etc.

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 Chapter - 3
COMPANY PROFILE OF
OPSONIN PHARMA LIMITED

Opsonin Pharma Ltd. is a leading drug manufacturing company in Bangladesh. It was

established in 1956 by honorable Late Abdul Khaleque Khan. Integrating the visionary
imagination for basic industrial development in this country by Founder Chairman Late
Abdul Khaleque Khan, Opsonin have already established a number of innovative & import
substitute industrial units mainly in the pharmaceuticals and related sectors.

Name Opsonin Pharma Ltd.

Founder Late Abdul Khaleque Khan
Founded 1956
Certified 2000- ISO 9001 Certification
Factory Bagura Road, Barisal, Bangladesh
Head Office 30, New Eskaton Road, Dhaka, Bangladesh.

2005-Company name has changed from 'Opsonin Chemical Industries Ltd.' to 'Opsonin
Pharma Ltd.’

3.1 Mission
Its mission is to create value for its customers and other stakeholders by providing highest
quality health care solutions through appropriate application and development of resources
and processes.

3.2 Vision
Its vision is to improve its position continuously as a Leading Pharmaceutical company in
Bangladesh and strengthen its global presence.

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3.3 Manufacturing Facilities
The manufacturing facility of Opsonin Pharma is in Barisal, a southern district of Bangladesh
carries out the manufacturing and packaging of all the products sold by the company. The
production units are equipped with sophisticated machines made by world-renowned
manufacturers. To name a few are:
i) Tablet Compression Machine from Manesty of the U.K.;
ii) Tablet Coating Machine from GS Coater of Italy;
iii) Advanced Formatting Technology (AFT) Blisterpack Machine from Horn Noach of
Germany;
iv) Auto Cartooning Machine from Promatic of Italy and many more.

3.4 Service Offerings

Opsonin Pharma Ltd. offers different types of medicine which are very popular for its
effectiveness. Some important of those medicines are,
1) Antacids – Alucil, Alucil-S, Megacil.
2) Antifungal – Ecozol, Terbin, Trimazole etc.
3) Penicillin – Ampexin, Moxin, Cloxin etc.
4) Blood Coagulating Agents – Enclot.
5) Antiseptic and Disinfectants – Kevilon, Povin.
6) Calcium Channel Blocker – Amocal, Dopamet, Larcan etc.
7) Cough Expectorants and Suppressants – D-Cough, Tusiva, Munil etc.
8) Hypnotic – Epam, Somnolent, Esleep etc.
9) Muscle Relaxant – Tolson, Beclo.
10) Neurotonics – Caviton.
11) Respiratory System – Oxynex, Fluvate, T-cort etc.
12) Steriod – Dermax.
13) Tetracycline – Doxin.
14) Uterotonics – Metherspan, Ocin.
15) Vitamins, Minerals and Hematnics – Calac, Calci, Codvit, Opsovit, Ovit-A, Ovit-E,
Vita-M, Vizicon etc. and more.

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3.5 Distributions
Opsonin Pharma distribute their product in the whole country through their depots in the
following districts:
1) Rangpur 6) Dhaka
2) Rajshahi 7) Comilla
3) Bogra 8) Khulna
4) Mymensingh 9) Barisal
5) Sylhet 10) Chittagong

3.6 International Marketing

Overseas business has always been highest priorities of Opsonin Pharma Limited. After
flourishing and splendid pace in the home, they had extended their marketing network to
abroad since 1985. By ensuring the best utilization of knowledge and skill in manufacturing
technology Opsonin is one of the pioneer pharmaceutical manufacturers to export its products
abroad. As of now, they are having their overseas marketing network in a number of
countries- Myanmar, Mauritius, Nepal, Pakistan, Philippines, Sri Lanka, Togo, Vietnam and
Yemen. They are also in the process of exploring their existing export opportunities in some
other countries as well. Against an international tender, they also supplied their products
worth around USD.1.3 million to UNICEF.

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 Chapter - 4
COMMUNICATION CHANNELS USED IN
OPSONIN PHARMA LIMITED

Opsonin Pharma Limited has more than 2,100 employees which is controlled by diversified
professional team like managers at different level, executives, officers etc. They are
committed to develop its human resources through continuous training and development. To
control all of them effectively, the authority uses different types of communication channel.
The channels are used in general cases, for emergency meeting, for recruitment, for handling
emergency situation etc. Those channels which are used frequently in the company, are
discussed below:

4.1 Communication Channels used within the Organization

4.1.1 In General Cases
1) E-mail:
E-mail is the most used written communication channel here. For sending any types of
document to any employee, it is sent via e-mail. Because in this process, every
communication holds evidence of information, time, date etc.
2) Telephone:
Telephone, with intercom system, is the mostly used communication channel among all the
channels used in the organization. The entire office is connected with the intercom system,
and so they can easily do their web and mobile businesses, by watching and talking to the
users.
3) Face-to-face Communication:
Top level managers communicate in face-to-face manner with the employees while needed.
Especially, when the Directors wants to communicate with the Heads of the Departments,
s/he also follows this path. This helps them to take quick decision or change any decision
taken earlier. In this method, the communication flow remains both downward and upward.
4) Notice Board:
Managers convey information to the employees through notice board, as it attracts their
attention easily. Notice on holiday, tour, cultural program etc. are provided through it.

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 5) Meeting:
In Opsonin Pharma Limited, the general meetings are held for deciding salary increment,
recruiting number of members, determining number of lay off workers etc.

Chief Executive Officer (CEO)

General Manager (GM)

General Manager (GM)

Deputy General Manager (DGM)

Deputy General Manager (DGM)

Assistant General Manager (AGM)

Assistant General Manager (AGM)

National Sales Manager

Head of the Departments

Deputy Sales Manager

Manager

Assistant Sales Manager

Deputy Manager

Regional Manager
Assistant Manager

Area Manager
Senior Executive

Medical Promotion Officer (MPO)

Executive

Figure: Chain of Command for

Senior Officer Sales Department of the Opsonin Pharma Ltd.

Officer

Figure: Chain of Command of the

Opsonin Pharma Ltd.

6) Monthly Operational Meeting (MOM):

MOM is a must holding meeting held in every month. Here, the main topic remains the
current issues, current situations and many others. The growth rate, productivity rate,
operational program etc. get the priority in this meeting.

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4.1.2 For Emergency Meeting
1) Telephone:
In emergency, the general manager calls all the departmental heads through telephone to meet
him at a place for face-to-face communication and takes decision immediately.

4.1.3 For Handling Emergency Situation

1) Face-to-face Communication:
For handling emergency situation like strikes, there is no chain of command followed. The
company has some specialists for handle it. The specialists go to the field and convince the
strikers and motivate them to ease the situation.

4.2 Communication Channels used outside the Organization

4.2.1 With the Suppliers
1) E-mail:
When using e-mail as the channel, they sort the list of raw materials as well as quantity. The
suppliers get the mail and carry them the demanded goods.
2) Telephone:
Sometimes, when the electronic mailing is not available, telephone is used for ordering the
quantity of goods. With it, the buyer talks to the supplier directly and may get the chance of
negotiating.
3) Face-to-face Communication:
When the supplier is very much reputed, the buyer visits the place, talks to them and gives
them order of a certain quantity of goods.

4.2.2 With the Customers

1) Facebook:
It has its own Facebook page by which they remain connected to the people outside the
organization. They also provide information for healthcare for different disease.
2) CSR Report:
According to The Undesirable Advertisements Control Act, 1952, no one can make any
advertisement relating to the medical treatment of certain disease and disorders. And so, the
organization publishes CSR report for let people know about their activities. For example,

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they sponsor to the “Marketing Alumni Annual Program of University of Dhaka” to
make the people more familiar with the organization.

4.2.3 With the Government

1) Meeting:
The organization has a separate department named “Corporate Affairs” for communicating
with the government. In this meeting, the organization’s policy, rules and regulations become
the major issues.
2) Telephone:
Telephone is used for fixing a date for the meeting with the government. After that, the
members of “Corporate Affairs” visit at a predefined place for holding meeting.

4.2.4 For Recruitment

1) Website:
Channels used for recruiting employees vary from situation to situation. For recruiting
Medical Promotion Officer (MPO), the circular is given in the company’s website. Besides,
for the graduates, the circular is published in their website too.
2) Newspaper:
And for recruiting wards and cooks, the circular is published in the renowned newspapers.
Besides, for the undergraduates, the circular is published in the newspapers.

4.2.5 Miscellaneous
1) Website:
The official website of Opsonin Pharma Ltd. contains many information that may help the
people know about their organization, history, objectives etc. People also may find name of
medicines sorted by product, generic name, therapeutic class name etc.
2) E-mail:
The organization authority emphasizes enough on the e-mails sent by the outsiders for
communicating with them. We can guarantee this because, when we had sent them a message
asking some questions, they replied us within half an hour. Here we can see that they have a
faster replying tendency to the outsiders very well.

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 Chapter - 5
CONCLUSION AND RECOMMENDATION

5.1 Conclusion
The Opsonin Pharma Ltd., a leading drug manufacturing company in Bangladesh, uses e-mail
and telephone as their major communication channel. But they use other channels as well,
when needed. They use those channels for communicating efficiently and effectively and so
the company is able to maintain its chain of command properly. Opsonin creates value for its
customers and other stakeholders by providing highest quality health care solutions through
appropriate application and development of resources and processes. This dream has come
into reality as a result of thousand miles throbbing walk and cooperation of thousands of
people.

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5.2 Recommendation
Though they have a well-planned communication network, they may follow some better
ways for communication. By which they may reduce their operation cost, delay for gaining
information etc. Some of the recommendations are given below,

 They may increase the facilities of electronic devices like Video Conferencing
facilities within and outside the organization. Because the managers remain busy almost all
the time. In that case, if anyone wants to communicate with the person immediately, s/he can
do video conferencing for connecting and communicating, without going to any specific
place, at any given time. If they do so, they will be able to share their feelings, emotions as
well as the time will be the matter only.
 They may increase their role for improving the society as well as the country,
taking it as their Corporate Social Responsibility (CSR).
 They may increase the use of electronic devices for communicating. If they do
so, they will be able to reduce the wastage of paper, cost behind paper and reach the
information quickly to all interested people.

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Bibliography:
1. Kathryn R. (1976). Lesikar’s business communication. 1221 avenue of the Americas,
New York: McGraw-Hill/Irwin.

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