The document summarizes communication practices at the Inland Revenue Board of Malaysia (IRBM). It describes IRBM's organizational structure, including its six departments. It also analyzes different communication patterns like vertical, horizontal, and network communication used within IRBM. Various communication tools used include meetings, letters, emails, websites, and tax education for external stakeholders. Recommendations include providing external briefings to students on tax and maintaining technology for effective communication.

1. UNIVERSITI
KEBANGSAAN
MALAYSIA
National University of Malaysia
EPPM 2014
BUSINESS COMMUNICATION
BUSINESS
COMMUNICATION
PRACTICES AT
PREPARED FOR :
ASSOC PROF SALLEHUDDIN MOHD NOR
PREPARED BY :
Norasikin binti Mohamed Shah GA00144
Radziah binti Bidin GA00171
Sarah binti Azmi GA00184
Wan Roslini binti Wan Ab. Ghani GA00223

2. 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.

3. Carta Organisasi
STAFF IRBM STAFF CORPORAT STAFF BAHAGIAN
SERVICES PENDIDIKAN
• 11,500 in DEPARTMENT CUKAI
Malaysia • 94 • 8 ORANG
ORANG

4. •Bahagian Komunikasi Korporat (BKK);
• Bahagian Pendidikan
Cukai (BPC);
•Bahagian Perancangan Korporat
(BPK);
The Department • Bahagian Keurusetiaan &
consist of six (6) Penyelarasan (BKP); dan
sections namely: •Pusat Khidmat Pelanggan (PKP)
CORPORAT
SERVICES
DEPARTMENT TAX EDUCATION
DEPARTMENT
Management of education program related to
the preparation of the STS/e-filing
module, small traders/entrepreneurs Support
Unit/ Tax Relation Officers (TRO) & TOT for
the Adjusment Branch & Educational
material, customers service-related
management (Counter) LHDNM as well as tax
awareness program management.

5. Communication in
Organization
COMMUNICATION LHDN CONCLUSION
PATTERNS
-VERTICAL Organisational table Communication in LHDN is
COMMUNICATION shows the LHDN forms of very good and an average it
communication are works.
-HORIZONTAL ‘vertical’, ‘Horizontal’ &
COMMUNICATION ‘Network’
-NETWORK
COMMUNICATION

6. COMPANY
NAME
HEADING
BODY
REFERENCE
INITIALS

7. Written Communication
ANALYSIS FORMAT LHDN CONCLUSION
Internal business Company √ IRBM use the
communication. Name wrong format
Heading √ because it has
Complementary
Less formal and Body √ Close
shorter than
letters. Reference √
Initials

8. HEADING
INSIDE
ADDRESS
SALUTATION
SUBJECT
LINE
BODY
COMPLEMENTARY
SIGNATURE CLOSE
BLOCK
REFERENCE
INITIALS

9. Written Communication
ANALYSIS STANDARD PART OF LHDN CONCLUSION
LETTER
Heading √ LHDN used the
Full Block
Inside Address √
format for they
Salutation √ are business
letter. And
Body √
LHDN apply the
Complimentary √ standard part of
Close letter correctly
in they are
Signature Block √
letters.
Reference Initials √

10. ORAL COMMUNICATION
ANALYSIS DESCRIPTION LHDN CONCLUSION
-MEETINGS Oral In Tax Education Quick decision
AGENDA communication Department they making during
implies held meeting in meeting/
-PRESENTATION communication average 5 times discussion
through mouth. It moth. The shows good
includes individuals purpose for the oral
conversing with meetings to communication
each other, be it analyzed on how implemented in
direct conversation to implement the LHDN.
or telephonic tax in business
conversation. transaction.

11. MINUTES
MEETING SESSION

12. COMMUNICATION TECHNOLOGY
[E-mail]

13. COMMUNICATION TECHNOLOGY
[E-mail External]

14. COMMUNICATION TECHNOLOGY
[E-mail External]
External

15. COMMUNICATION TECHNOLOGY
[E-mail Internal]
Internal

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

17. COMMUNICATION
TECHNOLOGY
ANALYSIS FORMAT LHDN CONCLUSION
E-MAIL Message composition Using e-mail for internal The usage of email
templates and external expedite work in
communication. LHDN.
• For post Executive
Group they can use email
directly to the external,
but for support staff they
can only used for internal
email.
HOME -Determine the 1. Provide the site The existence of
PAGE purpose and www.hasil.gov.my to the LHDN website
audience. public. LHDN created /home page gives
-Design the site. ‘contact us’ to customers
-Address technical Communicate with the awareness of LHDN
issues public. services.
Communication
2. Provide http://aplikasi- Technology in assist
oa.portal.hasil.gov.my speed information
kepada staff only delivery.

18. 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.