Communication Method Used in

Bangladesh Impex

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Executive Summery

Bangladesh is a very small country. The region witnessed a boom in manufacturing and
agriculture. The industrial sector of Bangladesh is growing tremendously. For the raw materials
and other necessary equipment, the country is depended of imported item.
Bangladesh Impex is one of the organizations which is importing hardware and supporting the
smooth flow of production and manufacturing business of Bangladesh. Bangladesh Impex is
operating in Nawabpur Road, Old Town, which is basically the wholesale market for all types of
electronic and hardware items. The hardware items that Bangladesh Impex is supplying are
Caster Wheel, Aluminum Sheet, Glass wool, Rockwool, Gasket Sheet,
Insulation Material, S.S.Sheet, Net, Angle and Bar, Asbestos Product,
Maintenance Material, WD-40, Electric Contact Cleaner, Spray Paint and so
on. Bangladesh Impex is popular for the supply of caster wheel all over the country. The
organization is the local agent of Hammer Brand Caster Wheel (Japan) in Bangladesh.

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Introduction

Bangladesh Impex was first registered in 1982 by four friends. The four friends just finished
their college life and wanted to do some businesses to have extra earning beside their education.
Basically, they were operating as a supplier of hardware. But, there business was not a full time
businesses and it was more like a learning session. Eventually, they got separated and the
business was shut down. After finishing their education some joined their family business and
some started serving in their respective field.
In 1998, Mr. Hassan Rasheedul Hakim restarted the business as a sole proprietorship business.
He was a supplier of Aluminum Sheet, Glass wool, Rockwool, Gasket Sheet,
Insulation Material, S.S. Sheet, Net, Angle and Bar, Asbestos. In 2004, He
started importing Hammer brand Caster Wheel from Japan. It was a turning
point for his business life. He has successfully captured the whole
Bangladesh market and now operating as a local agent of caster wheel in
Bangladesh.

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Organizational Overview

Bangladesh Impex is a proprietorship business which is operated by Mr. Hassan Rasheedul

Hakim. He is operating his business in Nawabpur hardware market since 1982.
1.
2.
3.
4.
5.

Year of Establishment (registration)

Type of Business
First import
Number of Employees
Operational Address

: 1982
: Sole Proprietorship
: 2004
: 06
: 63, Nawabpur Road,
Dhaka- 1100, Bangladesh
E-mail : bdimpex@ymail.com
: Caster Wheel, Aluminum Sheet,

6. Products

Glass wool, Rockwool, Gasket Sheet,

Insulation Material, S.S.Sheet, Net,
Angle and Bar, Asbestos Product,
Maintenance Material, WD-40,
7. Current import Markets/ countries
8. Distribution Zone

Electric Contact Cleaner, Spray Paint

: Japan, China, Singapore
: All over Bangladesh

Areas of Research

Purpose Statement: To identify the communication methods and the problems faced by the
company while communicating with different parties
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Research Methodology
Methodology is the systematic, theoretical analysis of the methods applied to a field of study. It
comprises the theoretical analysis of the body of methods and principles associated with a branch

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of knowledge. Typically, it encompasses concepts such as paradigm, theoretical model, phases

and quantitative or qualitative techniques.
This report is about communication process or a method practiced in a particular business and
our chosen organization is a hardware supply store. We have decided to adopt both qualitative
and quantitative approach to our research strategy. Researchers have contended that quantitative
research methods like the frequency of communication, the amount of money spent behind the
communication methods and so on. Moreover, the qualitative methods includes the
communication methods, the methods and techniques used to handle adverse situations, the
alternative sources of communication, the formal and informal communication medias and
persons, the internal and external communication sources, use of languages and so on. The
process was not easy as it seems. We had to take appointment from the managing director. We
asked different question to understand the communication process better. But it was not possible
for us to find all the problems and failure by observing and a meeting.
We followed our facultys instruction and conducted the survey. It made us understand about the
communication method and the problems faced during the process of communication. The visit
has enhanced our knowledge about the communication processes of businesses.

Analysis
Internal Operational Communication Methods

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Internal operational communication is basically informal which consist mainly of personal

communications which may or may not support the formal communication. Internal
communication is necessary to run the business smoothly. Internal communication allows the
free flow of information and has a good effect on employee relationship.
Bangladesh Impexs internal communication is connected with the given parties:

The forms of communication used to communicate within the organization are:

I.

Phone call:
It is the primary tool for the company to communicate with their employee. The company
gives working instructions, informs the order and the distribution process and time over
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the phone. They can easily communication about their location and other update through
phone call. Moreover, this is the most convenient, easy and fastest method to
communicate with each other in the organization. Moreover, as Bangladesh Impex is
operating in Bangladesh, call rate is very cheap and it is available to everyone in the
II.

organization.
SMS:
Other than using phone calls Bangladesh Impex uses SMS to communicate with their
employee. The company gives working instructions, informs the order and the
distribution process and time over the phone to the labors and sales persons. Often the

III.

order numbers, quantity, addresses and transportation method are informed through SMS.
Email:
Bangladesh Impex uses email to forward orders and quotations to the manager. This tool
is not used to communicate with labors and other employees. Basically, this form of
communication is used among the managers and the proprietor of the business who has

IV.

access to internet connection and uses cell phones which supports internet.
Face to face communication:
While working in the business premises, all the employees communicate with each other
face to face. All the meetings, orders, working description and instructions are provided
on face to face communication basis.

Problems in Internal Operational Communication

Internal communication is one of the major activities to operate a business. Bangladesh Impexs
success depends on their internal communication process. But often failure to complete internal
communication successfully, the given problems are faced:

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 Confusion: The lack of communication means that employees interpret information in

their own way. These confusions often lead to misunderstanding and delivering the wrong
order to the customers. Such failure can affect the reputation of Bangladesh Impex.
Distrust: A climate of distrust can exist if people are not clearly communicated with.
Often, workers participation is not considered. As a result, workers of Bangladesh Impex
feels distrusted. Sometimes, workers dont understand their role and works
inappropriately which can create misunderstanding among the managers and the workers.
Demotivation: Employees may come to feel their input does not matter, which can lead
to loss of productivity and passion. Demotivated workers are not a positive thing for
Bangladesh Impex. Demotivated worker are less productive, less attentive and irregular
to their work. They make more mistakes and the retention rate can also get high. So, it is
very important for Bangladesh Impex to communicate properly to keep their workers
happy and perform their job properly.
Deterioration: Lack of communication can lead to the deterioration of morale. Such
workers can break eth trust of the managers and steal goods. Its a huge loss for
Bangladesh Impex. So, they should always keep their workers in check and balance and
inform them about their importance in the organization.

External Operational Communication Methods

The external operational communication is basically a formal communication with the people
who are somehow related to the company. But informal communication is also conducted for
different parties.
The external audiences of Bangladesh Impex are:
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I.

Customers:
Bangladesh Impex frequently needs to communicate with its customers. They need to
keep in touch with their customers to keep them updated. The best way to reach out to
Bangladesh Impexs customers is the following. Most of the customers of Bangladesh
Impex are hospitals, garments, textile, and pharmaceutical and different product
industries.
o Email: They regularly email their customers to keep them updated about hardwires
and provides them all the necessary information. It is mostly used for informal
communication. Customers can also place their order through emails. Its easy for
both the customers and for the company to communicate. Their customers are from
all over the country. So customers dont need to be present physically in order to
purchase products. Customers can have their invoice copy, other information asked

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through the email. Through mail the company can also keep updates and good
relation with their clients.
o Phone call: They only call their customers when there is any urgency. So that they
can make sure that their customer has been informed. It is a one to one
communication that involves both parties. It increases the attachment as the both
parties are present. With email or SMS its limited interaction but with phone calls
customers can talk directly to the company director.
o SMS: During festivals they greet their customers through text messages to create
customer relationship. They also use SMS when there is any discount offer. SMS is
also used to inform the availability of the products.
o Facebook page: They use social media for mass communication. To reach out to the
highest number of people. This is first communication platform for customers and
dealers to access all the information. The Facebook page link is:
II.

https://www.facebook.com/bangladeshimpex?fref=ts
Exporting parties or suppliers: Bangladesh Impex doesnt only have to maintain
national communication they also have to maintain international communication with
their buyers and suppliers for exporting purpose. The two communication skill they use
to communicate with them are
o Email: Bangladesh Impex imports hardware from Japan and Singapore, so they use
email as the formal way of communication with the foreign parties. They exchange
product details prices and other important information through email.
o Skype: The international meetings are done through Skype. Unsorted business issues
are figured out through the video call to have a face to face conversation.
o Online Messengers: For instant queries they use Whatsapp & Viber as their
communication tool. SMS has been replaced by these online messages. Online
messages have solved the problem of change in timing of different parties. Massages

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can be sent at any time but those get delivered when the other party is online. So,
III.

timing problem is solved with these types of messages.

Clearance Agents:
Clearance agents are posted in the Chittagong port and they updated with the recent
information about shipment of the products. The agents prepare all necessary papers to

IV.

get the clearance of the imported goods from Chittagong port.

Industry partners:
The industrial relation is basically built by the NAWABPUR DOKAN MALIK
SOMOBAI SHOMITI through which they communicate with their industrial partners.
This is an also informal communication. They arrange half yearly meeting and annual
events to bring all the parties together and make a mutual relationship and understanding
among them. Any types of conflicts and miscommunication among the businessmen are
also solved in these meetings.

V.

Bank:
To operate both local and international transaction, Bangladesh Impex has to use Bank.
They are using IFIC Bank, UCB Bank and AB bank to operate their daily transactions.
They are using Standard Chartered bank and Eastern bank for their loan purpose. It is
very important to communicate with the banks. Basically phone call is used to provide
instruction to the banks. Moreover, before passing a check of big amount, the bank
contracts any verify the check. For opening L/C and accounts one-to-one communication
with the bank is done. The documents are also sent to the bank by the managers.
Managers are also responsible for depositing money to the bank.

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Problems in External Operational Communication

There are different parties with whom the external communication is operated. With different
parties, the problems are different. The problems among different parties are given below:
Exporting parties or suppliers:
The biggest problem with the exporting parties is the linguistic problems. Bangladesh
Impex is operating foreign businesses with Japan, China and Singapore. The people of
Singapore speak English fluently. So, communicating with them is very easy. But
Japanese and Chinese do not understand English. So, the communication is basically in
written format. Translators are used to translate written message from one language to
another. Often translators dont translate the messages properly and miscommunication
occurs.
For international communication, changes in clock hour are a big issue. Often instant
communication is not possible for the change in time. So, communication gets lagged
behind.
The weekends of Bangladesh are Friday and Saturday. For other countries, the weekends
are on Saturday and Sunday. So eventually, the communication processed and businesses
are hampered for three days of a week.

Customers:
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 The biggest problem with the customers is to ask back the sample. Most of the time it is
done using email. Many tactics are being used to ask for the samples.
Bangladesh Impex is often out of stocks for some of its goods. In those cases, they have
to say no to the customers. Often, that can create negative impression as they are
considered to be the local agent of Bangladesh.
Bangladesh Impex supplies its goods to the industries. Industries are open for everyday.
But, Bangladesh Impex is closed on Friday. So, they are not able to communicate and
serve them on Fridays.

Recommendations

To improve the communication process of Bangladesh Impex, we are going to suggest different
tactics that are taught in the business communication course. Our recommendations for
Bangladesh Impex are:
Bangladesh Impex should time to time conduct meetings with their workers to maintain a
good relationship with them and keep them motivated to work for the organization.
Bangladesh Impex should follow indirect order to inform any negative news to their
customers.
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 To attract the customers Bangladesh Impex should make good use of Logical persuasive
appeals.
Bangladesh Impex should learn the Japanese, Chinese and Singaporean culture to create a
better and strong relationship with their international suppliers.
Bangladesh Impex should use back translating method to make the maximize utilization
of their communication with the foreign translators.

Conclusion

Bangladesh Impex is a sole proprietorship business organization which is importing the

hardware materials from Singapore, Japan, China and supplying these in all over Bangladesh.
Through the qualitative, quantitative and survey research strategy, we know the internal and
external operational communication methods of BD Impex and the problems of these methods.
Though they internally communicate with each other through phone call, text, mail and face to
face, but there is lack of communication, motivation and workers participation inside the
organization which creates confusion, distrust, demotivation, deterioration between the
employees and managers.
BD Impex frequently communicate with their customers, exporting parties or suppliers,
clearance agents, industry partners, bank through various communication media. But they are
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facing some problems while communicating with the industrial suppliers and the customers
because of the linguistic problem, international timing and poor customer relationship
management strategy.
BD Impex should maintain a good relationship with the workers through frequently
communicating with them to achieve the objective of the company. They should create an
efficient customer relationship management strategy while communicating with the customers
and as well as the other stakeholders.

References

The primary data is collected from:

Hassan Rasheedul Hakim
Proprietor
Bangladesh Impex
63, Nawabpur Road,
Dhaka- 1100, Bangladesh
E-mail: bdimpex@ymail.com
The secondary data is collected from:
The Face book page link is: https://www.facebook.com/bangladeshimpex?fref=ts

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The Hammer Caster Wheel web page: http://www.hammercaster.com/

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