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1. Assignment
On
Mauritius
Telecom
BMAN/FT/o8
Devesh Heeraman
Vesika Dalliah
Tevishna Sunasee
Yanishta Mauree

2. Acknowledgement
This project of Business Communication on Mauritius Telecom is about how communication occurs, the
degree of formality and informality used in Mauritius Telecom, teamwork and training staff to
communicate effectively.
All the figures and information were obtained from:
 Wikipedia
 Mauritius Telecom Website‐ www.mauritiustelecom.com
 As & A level Business studies through diagrams ‐ Andrew Gillespie
 As A level business studies‐ Peter Stimpson
We would like to thanks Mr. Dev Hurkoo and Mrs. Preety Fulena both staff of Mauritius Telecom for
helping us. We would also like to thanks the staff of Mauritius Telecom who helped us directly and
indirectly. We are also grateful for the encouragement, support and advice given to us by our
classmates.
Least but not last, we would like to thanks our lecturer Mrs. Makoondall Chadee who has been very kind
and giving us advice to complete this assignment. Without her advice and explanation this assignment
would not have been completed. We are also grateful to University of technology for letting us use its
resources such as library, computers and classes

3. 1
Mauritius Telecom is a telecommunications and Internet service provider in Mauritius,
a small republic in the Indian Ocean. Mauritius telecom is the leading provider of
telecommunications services and a major player in the ICT sector Mauritius. As a total solution
provider, Mauritius Telecom offers a comprehensive range of products and services to meet the
needs of both residential and business customers. The company has about 332,000 fixed
telephone lines customers, 555,000 mobile customers, 45,000 customers of dial‐up internet
access and 30,000 customers of Orange ADSL and My.T ADSL.
A brief Overview of Mauritius Telecom:
Mauritius Telecom, the public telecommunications operator of Mauritius, was established in
1992, following a merger between the former Overseas Telecommunications Services Ltd and
Mauritius Telecommunication Services Ltd. It is the primary provider of voice, mobile, Internet
and data communication services in Mauritius.
In November 2000, Mauritius Telecom entered into a strategic partnership with France
Telecom with a view to strengthening and securing its market share, pending the total
deregulation of the telecommunication sector in Mauritius.
By combining the technological and global strength of France Telecom, and the local and
regional experience of Mauritius Telecom, the two companies have been able to offer
innovative and useful technologies to new markets. Following the partnership with France
Telecom,Telecom Plus Ltd launched in 2002 broadband internet access which is branded under
Wanadoo ADSL.
On the 29th of October 1883 that the first local call was made by Governor Sir Frederick Napier
Broome between his residence at Le Réduit and the Government House at Port Louis.
In 1962, telephone users could dial directly the numbers without having recourse to manual
operators at the telephone exchange.
In 1978, the first digital exchange utilizing stored program controlled switching was introduced
and by 1991 all electromechanical exchanges had been replaced by digital ones.

4. 2
Over the last years, Mauritius Telecom has developed into one of the leading enterprises in
Mauritius with a consistent sound financial achievement and has helped to propel Mauritius
into the information age through constant upgrading of its networks.
In 1996, Cellplus Mobile Communications Ltd, a mobile network operator and a fully owned
subsidiary of Mauritius Telecom launched the GSM network in Mauritius. As from 17 April
2008, Mauritius Telecom re‐branded its mobile and internet services as Orange. Cellplus
Prepaid and Post Paid offers are now known as Orange Prepay and Post Pay offers and Telecom
Plus dial‐up internet access and Wanadoo ADSL offers are now known as Orange Dial‐Up and
Orange ADSL
Subsidiaries of Mauritius Telecom include:
 Telecom Plus Ltd, an internet service provider;
 Cellplus Mobile Communications Ltd, a cellular phone service provider;
 Call Services Ltd, a telemarketing company;
 Teleservices (Mauritius) Ltd, a telephone directory company.
Mauritius Telecom has become a very large company. Mostly everyone knows about Mauritius
Telecom. Mauritius Telecom has its Point of Sales, Teleshops and Customer Care Service all
over the island and having about 1900 employees.

5. 3
Brief overview on number of workers, services offered, revenue, key people in the Management
Level and information on the company-(website and location)
Mauritius Telecom
foundation = 1992
Headquarters Port Louis
Key people  Mr Sarat Dutt Lallah, CEO
 Mr Dominique Saint-Jean, COO, Deputy CEO
Industry Telecommunications
Products
Telecommuncations services
Internet services
Revenue ~ 6.3 bn Mauritian rupees 2006
Employees ~ 1,900
Website http://www.mauritiustelecom.com

6. 4
Some of the Point of Sales of Mauritius Telecom all over the island and in Rodrigues

7. 5
Being located all over the island, an organisation like Mauritius Telecom needs a good
communication system so as to enable all the branches, Teleshops, Customer Care Service and
other departments to work efficiently. Communication is very crucial and important in this type
of business.
Communication is about transmitting ideas or messages. Communication is the process of
attempting to convey information from a sender to a receiver with the use of a medium. There
are several means of communication. There are auditory means, such as speaking, singing and
sometimes tone of voice, and nonverbal, physical means, such as body language, sign language,
paralanguage, touch, eye contact, or the use of writing. Communication is defined as a process
by which we assign and convey meaning in an attempt to create shared understanding. This
process requires a vast repertoire of skills in intrapersonal and interpersonal processing, listening,
observing, speaking, questioning, analyzing, and evaluating. Use of these processes is
developmental and transfers to all areas of life: home, school, community, work, and beyond. It
is through communication that collaboration and cooperation occur. Communication is the
articulation of sending a message, through different media whether it be verbal or nonverbal, so
long as a being transmits a thought provoking idea, gesture, action, etc.
Nonetheless, communication is usually described along a few major dimensions: Content (what
type of things are communicated), source, emisor, sender or encoder (by whom), form (in which
form), channel (through which medium), destination, receiver, target or decoder (to whom), and
the purpose or pragmatic aspect. Between parties, communication includes acts that confer
knowledge and experiences, give advice and commands, and ask questions. These acts may take
many forms, in one of the various manners of communication. The form depends on the abilities
of the group communicating. Together, communication content and form make messages that are
sent towards a destination. The target can be oneself, another person or being, another entity
(such as a corporation or group of beings). Communication can be seen as processes of
information transmission governed by three levels of semiotic rules:
1. Syntactic (formal properties of signs and symbols),
2. pragmatic (concerned with the relations between signs/expressions and their users) and
3. semantic (study of relationships between signs and symbols and what they represent).
Therefore, communication is social interaction where at least two interacting agents share
a common set of signs and a common set of semiotic rules. This commonly held rule in
some sense ignores autocommunication, including intrapersonal communication via
diaries or self-talk

8. 6
All these are illustrated in the pictures below:
In a simple model, information or content (e.g. a message in natural language) is sent in some
form (as spoken language) from an emisor (sender, encoder) to a destination ( receiver/ decoder)
Communication is a vital part of personal life and is also important in business, education, and
any other situation where people encounter each other. Communication is required everywhere.
Communication has become a key element in successful business management.
Businesses are concerned with communication in several special ways. Some businesses build
and install communication equipment, such as fax (facsimile) machines, video cameras, CD
players, printing presses, personal computers, and telephones. Other companies create some of
the messages or content that those technologies carry, such as movies, books, and software.
These companies are part of the media or telecommunications industries. Organizational
communication is important in every business. People in organizations need to communicate to
coordinate their work and to inform others outside the business about their products and services
(these kinds of communication are called advertising or public relations).
In the case of Mauritius Telecom, the managers’ office are in the Telecom Tower in Port Louis,
so managers need to be able to communicate effectively both with the staff in Telecom Tower or
in the other branches all over Mauritius. The choice of the communication media to be used is
very significant and it is influenced by many factors. There may be barriers to communication
but still the existence of potential barriers to communication needs to be recognised by managers
and action taken to reduce the impact of them. IT systems have revolutionised communication in
business but they can have their drawbacks and these should be weighed against benefits.

9. 7

10. 8
The above is a Simplified Organisational Structure of Mauritius Telecom. In the top management
information pass from up to down to the management level that is up to executives and
managers. From the managers to the other staff and workers there is a two way communication,
there are feedbacks and response.
The flow of communication in a department in Mauritius Telecom is a two way communication.
Below is an example of Network Department, there is a two way communication. The head of
network may pass an information and the workers down in the hierarchy may send there
feedback and response to the head.
Mauritius Telecom uses a mixture of Autocratic and Democratic leadership styles. Leadership
style is an important part of being a successful manager. Employees will want to follow a good
leader and will respond positively to their direction. A poor Leader will often fail to win over
staff and will have problems communicating with and organizing workers effectively. A good
leader must be able to communicate effectively. With the mixture of leadership style, Mauritius
Telecom is able to communicate among its workers efficiently and the workers are most likely
to contribute to the efficiency of the services that Mauritius Telecom offers and the decision
making process of certain minor decision that may affect the workers.

11. 9
METHODS OF
COMMUNICATION
INTERNAL COMMUNICATION
It involves communicating back and forth within the organization through such written and oral
channels as memos, reports, proposals, meetings, oral presentations, speeches, and person‐to‐
person and telephone conversations. Internal communication takes place among co‐workers as
well as between supervisors and supervisees. Internal communication promotes problems
detection and solutions. It also fosters decision making and policy setting.
Likewise, in Mauritius Telecom, the different methods of internal communication are:
Web Master
Mail
Telephone
Mobile Phone
Notice Board
Intranet
Meeting
Grapevine
WEB MASTER
It is a form of internal communication; a common mail which every member in
the organization has apart from their own mail. It is also a type of personal notice
board.
MAIL
It is a form of internal communication which is used in the organization by the employer to
send instructions to the employees or it can be the employees sending information to the
employer.

12. 10
TELEPHONE AND MOBILE PHONE
They are forms of internal communication which is provided freely by the organization for the
employees to use to communicate with their colleagues. As compared to mail, telephone and
mobile phone are quicker ways of communication as the sender can keep in touch with the
receiver whenever and wherever they are, whereas mail, the receiver will get his message only
when he is on line.
NOTICE BOARD
It is a form of internal communication used within the organization. For example, a general
announcement about the menu in the canteen could easily be put on the notice board.
INTRANET
It is a form of internal communication which is a private Internet site used within the
organization. It is an internet service running within the organization. It provides email and
other internet services, but can only be accessed by company staff.
MEETING
It is a form of internal communication where the members within the organization are met to
discuss about the company affairs or what is happening around.
GRAPEVINE
It is a form of internal communication within the organization. Messages often pass around the
organization more quickly on the grapevine than through the established channel.
These forms of internal communication can be classified as formal and informal
communication.

13. 11
FORMAL COMMUNICATION
It is follows the organizational structure of Mauritius Telecom.
It refers to the official channels of communication which exist in a business, such as information
being passed through ‘line’ and ‘staff’ relationships (e.g. between superiors and subordinates,
or between people on the same level). These information flows will be concerned with the
content of the jobs and may be in one of several forms, spoken, written, or electronic for
example.
In Mauritius Telecom, the types of formal communication are web master, mail, telephone,
mobile phone, notice board, intranet and meeting.
INFORMAL COMMUNICATION
Communication patterns that are independent of the formal channels approved by
management are called informal communication channels.
Instead of learning about policy and personnel changes and new projects from supervisors and
official company documents, employees sometimes gain information through unofficial,
independent sources. And these informal, internal communication channels are known as
grapevines.
In Mauritius Telecom, the types of informal communication are meeting and grapevine.
Meeting can be informal for example in the common canteen where people of different level of
hierarchy are joined together for leisure.

14. 12
EXTERNAL COMMUNICATION
It refers to communication with an organization’s major audiences‐ the general public,
customers, vendors and other businesses, and government officials. Through external
communication, Mauritius Telecom can establish itself in the marketplace and work to keep
their operations functioning.
Likewise, employees in Mauritius Telecom communicate with people who do not work for the
organization. For example, clients, suppliers, stakeholders like banks and government officials.
External communication can be both formal and informal.Formal external communication
consists of upward, downward and horizontal flow.
Informal external communication consists primarily of personal communication and it follows
no sets of pattern.
In Mauritius Telecom, external communication can be formal for example if the finance
manager is communicating with the bank manager of State Bank of Mauritius about business
transactions.
And in Mauritius Telecom, external communication can be informal for example informal
grapevines also operate outside the firm and have the ability to affect business. Rumors that
spread through the general public can be particularly troublesome

15. 13
EFFECTIVE COMMUNICATION IN MAURITIUS TELECOM
The different methods of communication used in Mauritius Telecom show their effectiveness in
the organization. The benefits of effective communication in Mauritius Telecom are illustrated
below:
For web master, intranet and mail means of communication, Mauritius Telecom has the
advantage to steady their work flow in the organization.
Telephone and mobile phone services provide an easy and a quicker contact among the
workforce in Mauritius Telecom.
Notice board is an effective way to communicate in the sense that an announcement
can be passed to the entire workforce in the organization very rapidly.
Meeting can be beneficial to the organization in solving problem quickly, to make
stronger decisions and to state precise responsibilities.
If the organization does not provide clear and understandable messages then the
grapevine can take over as the main method of sending information.
For external means of communication, the organization enhances its professional image
and it builds stronger business relationships among their clients.
Nevertheless, these methods of communication bring barriers to communication in Mauritius
Telecom.
First and foremost, the barriers faced for internal and external communication can be because
the channel of communication utilized may be too long and the message may be distorted
before reaching the receiver. Furthermore, de‐motivated workers may also not be motivated to
ensure effective communication. Finally, their may be too much of information to be
communicated which may create misunderstanding among the sender and the receiver.

16. 14
To eliminate these barriers to effective communication here are some tips:
Initially, direct channels of communication must be encouraged so that there is a lower risk of
messages getting distorted. Large organizations such as Mauritius Telecom may have to
implement a new structure which will encourage more direct communication and lesser risk of
message getting distorted. Moreover, Mauritius Telecom should implement a motivation
program in the organization. Finally a summary of the message must be transmitted so that the
receiver understands clearly the message, this will avoid misunderstanding.
The methods of communication used within Mauritius Telecom is very up to date and complex,
nevertheless we have assessed that communication within the organization is very effective as
there is a special department dealing with the problems of communication. As a result, the
organization so far has been able to attain its targets and goals.
Definition of training
Training is the process of instructing an individual about how to carry out tasks directly related
to his or her current job. The training and training system is like an umbilical chord between an
employee and the organization. Through this chord the employee gets the nourishment of
knowledge, skill and attitude as the child in the womb gets food from his mother. Nourishment
(knowledge, skill and attitude) is for the development of employee, in fact, the employee’s
development ensures the development of the organization.
Precisely, the ‘Training and Training System’ bridges the yawning gulf between dreams and
reality of every organization. Training, besides, bridging the gulf between the process of
employment and day‐to‐day working, it keeps the employees abreast of the organization and
fosters camaraderie. Basically, the training is a learning process, which modifies the behaviour
through experience.
In Mauritius Telecom, its Human Resource department has introduced Training and
development program in order to ensure best possible return on the investment in people.
Training holds a very important place in Mauritius Telecom as it is an organization moving along
technological advancement. Therefore, it will surely need to train its workforce so that they are
able to cope with the new technologies.
The objective of training and development of Mauritius Telecom’s Human Resource manager in
regards to effective business communication is illustrated in the example below:

17. 15
Message (a mail)
Skilled sender right medium chosen skilled receiver
(The sender should (the internet) (The receiver should
know how to send know how to
the mail) receive the mail)
This example shows how important training is as actually in Mauritius Telecom communicating
through the internet has become a must. Therefore, the Human Resource manager should
implement a training program so that every employee gets the necessary skill to be able to
communicate within the organization.
Mauritius Telecom has implemented various training programs and some examples are as
follows:
Just opposite the Telecom tower at Port‐Louis there is the Fongsin building, where
Mauritius Telecom has taken a floor just for training its employees.
At Cassis, where there is another branch of Mauritius Telecom, in the IT department
when there is new software to be installed, an engineer is called to provide the
employees concerned the training.
The Tailor made training program in regards to
effective communication
We have decided to take the second example given above and make a training program
according to it. This example forms part of on‐the‐job training as compares to the first one
which forms part of of‐the‐job training.
The design of a training program is not an easy task. Therefore, here is what should be taken
into account before designing the training program:
What are we trying to achieve in this program?
What do we expect participant to achieve?

18. 16
What content is required to achieve these aims?
How should this content be structured?
What learning methods should we employ?
Who should conduct the training?
Where and when the training take place?
To what extent should participants be consulted about the nature and scope of the
program?
How should evaluate the success of the program?
Taking into consideration the above content here is the tailor made training program in regards
to effective business communication:
New software is being installed in the IT department at Cassis. In this case training is very
important for the employees in the IT department to be able to know how to use the software
so that the work process is not disturbed.
By giving the employees training, the Human Resource manager expects to get a skilled
workforce so that the new software is used efficiently and hence improve the service provided.
To conduct the training an engineer will come at Cassis and give a practical training to the
employees along with some written guidelines for further support.
Finally, after the training its success is seen through the efficiency of the employees using the
new software.
If the employees are fully satisfied by the training program, this will indicate that the
communication process installed between the trainer, the engineer, and trainee, the
employees, was effective. Also, by giving training, according to Maslow’s hierarchy of needs,
the safety and esteem needs of the employees will be satisfied as they will not fear loosing
their jobs and will have a status as they will be highly qualified. Therefore, they will be
motivated and motivation gives rise to effective communication.

19. 17
TEAMWORK
It is an undeniable fact that in today’s trend individual culture holds no importance in an
organization, since the organisation will not be able to meet its goal and objective effectively.
Hence teamwork is very essential in all organisations.
Normally a team is a group of people who are mutually dependent on each other striving to
achieve a common goal. Effective and productive teams, at both the worker and managerial
level are the desired end product of most organisation development interventions.
Recognition of the importance of primary groups has led to most organisations including teams
as part of the formal organizational structure. By considering the social needs of workers, job
satisfaction can be improved which helps to create a happier and more efficient workforce
thereby increasing motivation and output.
According “to Maslow’s hierarchy of needs”, workers may need to belong to a group, they need
to be accepted by others and they have to be given the social facilities to feel motivated. Social
needs can be satisfied within the organisation by encouraging two way communication
between management and workers and making them work as team of individuals to improve in
their productivity.
From a theoretical point pf view, team working fits in well in Mayo’s findings and the
importance of group working and group norms. It can also be traced by to Maslow’s emphasis
on social needs. In practical terms, modern managers like team working because of the
flexibility. It implies if a worker is absent, there are plenty of others used to dealing with the
job. Therefore, there is no disruption. Team working also gives scope for motivating influences
such as job enrichment and quality circles.In practice most people do not work as individuals in
an organisation but as a part of a team. Likewise, the Mauritius Telecom, being a large
organisation has to work in teams in order to achieve its targets, to maintain good
communication and to attain the objectives of the organisation.

20. 18
CHARACTERISTICS OF EFFECTIVE TEAM
STAR/ALL‐CHANNEL NETWORK
A
B
E
D C
EFFECTIVE
TEAM
Relevant
skills
Good
communication
Negotiating
Skills
Appropriate
Leadership
Internal
Support
External
Support
Mutual
Trust
Clear
goals

21. 19
This is the most decentralized network as it allows full two‐way communication between
various members of the team, this network is appropriate in an organization where there is a
participative style of decision making where various managers can communicate among each
other. However, it suffers from the absence of a clear leader in the communication process
which might make it more time consuming to come to a decision.
TEAMWORK IN MAURITIUS TELECOM
Recently, the Mauritius Telecom was in charge to sponsor the “Orange Sitara” program on
television. It was broadcasted on Sundays in the evening. So, in order to make the program
successful and effective, teamwork is essential. The team comprises of the Marketing Manager,
the Finance Manager, the Human Resource Manager and other employees who are assigned to
deal with internal and external affairs of the organization.
First and foremost, the marketing manager deals with the MBC about the sponsorship, its costs
and budget. After finalizing everything with the MBC, the marketing manager will contact the
finance manager to allocate its costs and budget. It has been noted that the Mauritius Telecom
has invested a lot in the program in terms of prize, gifts, and clothes. At the end, the program
was successful. Hence it can be deduced that teamwork do really works and it brings various
advantages for the organization. These advantages are illustrated as follows.
Firstly, members in the team can provide each other with advice and encouragement when
required, sharing the skills and experience which each possesses. Moreover, a ‘team spirit’ and
close personal relationship often develop with colleagues and wanting not to let each other
down.
In addition, teams are more able to solve problems and take decisions in order to complete
tasks than a person working alone. Hence less supervision is usually needed. Furthermore while
discussing about the sponsorship; teamwork creates motivation and tolerance in culture
leading to intercultural communication. Side by side intercultural communication arises.
The concept of intercultural communication is the desire to establish and understand how
people from different cultures communicate with each other and help people improve.
Intercultural communication helps to understand the concept of different cultures and
overcome ethnocentrism. In the Mauritius Telecom, employees with different cultures work
together. Consequently, teamwork in the organization will help to respect differences and to
have broader viewpoints.
However, in spite of the above merits of teamwork, the latter has been subject to various
criticisms. Initially, if teamwork in Mauritius Telecom does not work efficiently together,

22. 20
relationships between individuals become difficult. Consequently, output and performance can
be affected with problems such as work being completed badly or not in time.
Moreover, to sponsor the program, various discussions have occurred in the organization
between the members of the team. As a result, this can create conflicts and misunderstandings
among the team. According to this context conflict is a disagreement between workmates. The
potential for conflict for such an organization comes about because they consist of different
stakeholders namely owners, managers, employees and society‐each of which has a number of
different objectives which are not always compatible with each other. Conflict is likely to be
damaging and lead to inefficiency.
Therefore, conflict must be managed in order to achieve consensus, that is, a broad agreement
which minimizes the problem and enables the organization to function effectively.
The business world has been obsessed will all things Internet lately. Companies that have
attached a “dot.com” to their names have seen their market valuations soar almost without
regard either to revenues or profitability. The valuation of these companies depends not only
on large production facilities, but rather on the effectiveness of a small team of individuals
working together to offer products or services through a new distribution channel.
The importance of good team working is widely recognized in most organizations. Likewise in
Mauritius Telecom, good teamwork for the organization is essential in order to achieve its
objectives. Hence it can be deduced that, teamwork will develop independence, self‐
confidence, trust and tackle problems as a group.

23. 21
CONCLUSION
To conclude, through the assessment made within Mauritius Telecom, it may be deducted that
communication plays a very crucial role in an organization. In the evaluation made we have
noted how Mauritius Telecom deals with communication, that is, what is its process of
communication, the degree of formality and informality practiced within the organization, how
effective and how it deal with the barriers of communication according to its methods of
communication, how it training program helps in effective communication and what is the
importance of team work in the organization and how it deals with it.
After evaluating the effectiveness of communication within Mauritius Telecom, we came to the
conclusion that the organization is successfully dealing with communication and as it is said that
good communication lie at the heart of effective management, it can be said that Mauritius
Telecom has an efficient management. This can be proved by its motivated work force, its level
of profit and its high level of goodwill.
Finally, what we have learned in doing this assignment is the great difference between
communication in theory and communication in practice. We have also experienced the
advantage and difficulty of working in team, as it was a team assignment, and this helped us a
lot to understand and analyze team work in Mauritius Telecom much better.