UNIVERSITI

KEBANGSAAN

MALAYSIA

National University of Malaysia

EPPM 2014

BUSINESS COMMUNICATION

PREPARED BY :

Norasikin binti Mohamed Shah GA00144Radziah binti Bidin GA00171Sarah binti Azmi GA00184Wan Roslini binti Wan Ab. Ghani GA00223

PREPARED FOR :ASSOC PROF SALLEHUDDIN MOHD NOR

BUSINESS

COMMUNICATION

PRACTICES AT

The Inland Revenue Board of Malaysia (IRBM) is one of the main revenue collecting agencies of the Ministry of Finance.

The Department of Inland Revenue Malaysia became a board on March 1, 1996, and is now formally known as IRBM.

IRBM was established in accordance with the Inland Revenue Board of Malaysia Act 1995 to give it more autonomy especially in financial and personnel management as well as to improve the quality and effectiveness of tax administration.

The agency is responsible for the overall administration of direct taxes under the following Acts :

Income Tax Act 1967, Petroleum (Income Tax) Act 1967, Real Property Gains Tax Act 1976, Promotion of Investments Act 1986, Stamp Act 1949, Labuan Offshore Business Activity Tax Act 1990.

Carta Organisasi

STAFF IRBM

• 11,500 in Malaysia

STAFF CORPORAT SERVICES DEPARTMENT

• 94 ORANG

STAFF BAHAGIAN PENDIDIKAN CUKAI

• 8 ORANG

CORPORAT SERVICES

DEPARTMENT TAX EDUCATION DEPARTMENT

The Department consist of six (6) sections namely:

•Bahagian Komunikasi Korporat (BKK);

• Bahagian Pendidikan Cukai (BPC);

•Bahagian Perancangan Korporat (BPK);

• Bahagian Keurusetiaan & Penyelarasan (BKP); dan

•Pusat Khidmat Pelanggan (PKP)

Management of education program related tothe preparation of the STS/e-filingmodule, small traders/entrepreneurs SupportUnit/ Tax Relation Officers (TRO) & TOT forthe Adjusment Branch & Educationalmaterial, customers service-relatedmanagement (Counter) LHDNM as well as taxawareness program management.

Communication in Organization

COMMUNICATIONPATTERNS

LHDN CONCLUSION

-VERTICALCOMMUNICATION

-HORIZONTAL COMMUNICATION

-NETWORK COMMUNICATION

Organisational table shows the LHDN forms of communication are ‘vertical’, ‘Horizontal’ & ‘Network’

Communication in LHDN is very good and an average it works.

COMPANY NAME

HEADING

BODY

REFERENCE INITIALS

Written Communication

ANALYSIS FORMAT LHDN CONCLUSION

Internal business communication.

CompanyName

√ IRBM use the wrong format because it has Complementary Close

Heading √

Less formal and shorter than letters.

Body √

Reference Initials

√

HEADING

COMPLEMENTARY CLOSE

SALUTATION

BODY

INSIDE ADDRESS

SUBJECT LINE

SIGNATURE BLOCK

REFERENCE INITIALS

Written Communication

ANALYSIS STANDARD PART OF LETTER

LHDN CONCLUSION

Heading √ LHDN used the Full Block format for they are business letter. And LHDN apply the standard part of letter correctly in they are letters.

Inside Address √

Salutation √

Body √

Complimentary Close

√

Signature Block √

Reference Initials √

ORAL COMMUNICATION

ANALYSIS DESCRIPTION LHDN CONCLUSION

-MEETINGSAGENDA

-PRESENTATION

Oral communication implies communication through mouth. It includes individuals conversing with each other, be it direct conversation or telephonic conversation.

In Tax Education Department they held meeting in average 5 times moth. The purpose for the meetings to analyzed on how to implement the tax in business transaction.

Quick decision making during meeting/discussion shows good oral communication implemented in LHDN.

MINUTES

MEETING SESSION

COMMUNICATION TECHNOLOGY[E-mail]

COMMUNICATION TECHNOLOGY[E-mail External]

COMMUNICATION TECHNOLOGY[E-mail External]

External

COMMUNICATION TECHNOLOGY[E-mail Internal]

Internal

www.hasil.gov.my

http://aplikasi-oa.portal.hasil.gov.my

COMMUNICATION

TECHNOLOGY

ANALYSIS FORMAT LHDN CONCLUSION

E-MAIL Message compositiontemplates

Using e-mail for internal and external communication. • For post Executive Group they can use email directly to the external, but for support staff they can only used for internal email.

The usage of email expedite work in LHDN.

HOME PAGE

-Determine the purpose and audience.-Design the site.-Address technical issues

1. Provide the site www.hasil.gov.my to the public. LHDN created ‘contact us’ to Communicate with the public.

2. Provide http://aplikasi-oa.portal.hasil.gov.mykepada staff only

The existence of LHDN website /home page gives customers awareness of LHDN services. Communication Technology in assist speed information delivery.

RECOMMENDATION

Provide external briefing service to students about the importance of paying tax.

Maintaining its technology in communication & repair it maintenance of website systems.

LHDN have to establish communication network flow in its organisation.