THE EFFECTS OF COMMUNICATION BARRIERS IN AN
ORGANIZATIONS
(A CASE STUDY OF STANDARD TRUST BANK PLC PORT HARCOURT).
Complete Material Cost #3,000
ABSTRACT
The study examines the effects of communication barriers in an organization using standard Trust Bank Plc as a case study. A total 87 respondents were selected out of the approximately 98 questionnaires was administered, data for the study were gathered through the administering of self designed questionnaire coupled with interviews. The data collected were translated into tables using statistical method of simple frequency distribution and percentages. The result obtained from the analysis showed that there was a partial communication problems spreads across that discourages staff from carrying out some of their task assigned and subsequently may yield low workers performance and poor council productivity. On the basis of these finding, recommendations are made to find solution to arrest the communication abnormality for the present and future purpose.
TABLE OF CONTENTS
TITLE PAGE i
CERTIFICATION iii
DEDICATION iv
ACKNOWLEDGEMENT v
ABSTRACT vii
TABLE OF CONTENTS viii
CHAPTER ONE 1
INTRODUCTION 1
1.1 BACKGROUND OF THE STUDY 1
1.2 STATEMENT OF THE PROBLEM 7
1.3 THE PURPOSE OF THE STUDY 9
1.4 RESEARCH QUESTIONS 10
1.5 SIGNIFICANCE OF THE STUDY 10
1.6 SCOPE OF THE STUDY 11
1.7 LIMITATION OF THE STUDY 12
1.8 DEFINITION OF TERMS 12
CHAPTER TWO 15
LITERATURE REVIEW 15
2.2 RELATIVE DEFINITIONS OF COMMUNICATION 16
2.3 THE ROLE OF MODERN COMMUNICATION 18
2.4 THE PURPOSE OF MODERN COMMUNICATION ON THE PERFORMANCE OF THE MANAGER 19
2.5 THE IMPORTANCE OF BUSINESS COMMUNICATION IN THE FUTURE 20
2.5.1 BUSINESS COMMUNICATION CAN BE OF TWO TYPES: 22
2.5.2 ADVANTAGES OF ORAL COMMUNICATION: 22
2.5.3 DISADVANTAGES/LIMITATIONS OF ORAL COMMUNICATION 24
2.6 FORMS OF COMMUNICATION THAT ENHANCE THE PERFORMANCE OF THE MANAGER 27
2.7 BARRIERS TO EFFECTIVE COMMUNICATION 29
2.8 COMMUNNICATION AND PERFORMANCE 35
2.9 ELEMENTS OF EFFECTIVE COMMUNICATION 35
2.10 ELEMENTS OF WRITTEN COMMUNICATION 36
2.11 IMPORTANCE OF COMMUNICATION 38
2.12 BARRIERS TO EFFECTIVE COMMUNICATION 39
1.13 ORGANIZATIONAL COMMUNICATION 40
2.14 OBJECTIVES OF COMMUNICATION IN AN ORGANIZATION 51
CHAPTER THREE 56
RESEARCH METHODOLOGY 56
3.1 INTRODUCTION 56
3.2 RESEARCH DESIGN 56
3.3 POPULATION AND SAMPLING PROCEDURE 57
3.4 DATA COLLECTION METHOD 57
CHAPTER FOUR 60
DATA PRESENTATION AND ANALYSIS 60
4.1 DATA COLLECTION AND PRESENTATION 60
4.2 DATA ANALYSIS 62
4.3 DISCUSSION OF FINDINGS 67
CHAPTER FIVE 70
SUMMARY, CONCLUSION AND RECOMMENDATION 70
5.1 SUMMARY 70
5.2 CONCLUSION 72
5.3 RECOMMENDATION 75
REFERENCES 77
APPENDIX I 81
APPENDIX II 82
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Communication involves the inter changing of facts, thought, opinion and value judgments. It is the giving and receiving of exchange of information, opinion, ideas in speech, writing, visual means or a combination of the three such that the message communicated is completely understood by every body concerned.
Communication needs to be effective in business communication is essence of management. The basic functions of management (Planning, organizing, staffing directing and controlling) cannot be performed were without effective communication.
Business communication involves constant flow of information. Feedback is integral part of business communication. Organizations these days are very large and it involves number of people. There are various levels of hierarchy in an organization, the greater the number of levels, the more difficult is the job of managing the organization.
Communication play a vital role in process of directing and controlling the people in an organization. Communication helps the organizational members to make both personal and organizational goals. And also help them to co-ordinate on the internal activities of the organization. To an extent the less effective communication of any organizations is, the less effective its performance will be e.g. The new employees orientation programme is the first and most essential step for any organization towards efficient communication New employees feel a great sense of confidence with orientation programme. And these things leaves a positive impact on their performance. In this respect the job of a manager cannot be ignored, because problems occur when directions are not clear.
Every manager should be a good communicator because he is one who communicates the message one or a group (Ivancevich and Matteson, 2002).
Communication is a course of action in which information is been shared from one person or group to another by using common symbols. Though science and information technology become advanced now even yet the human elements of communication cannot be ignore because communication within the organization is preferred for any business. It is necessary for the healthy environment of any establishment. Communication is a pervasive activity through which people become able to know each other and they combine their efforts.
Communication is not what the sender says; it is to what degree the receiver understands the message. Organizations cannot suriove without communication. When there is no communication, workers were not clear with their every day jobs, management cannot get the information, group leaders and executive cannot lead and direct their employees (Newstrom, 2007).
Communication is the stream of information, material, knowledge and insight between different people and various departments of any organization it influences each and every action of the organization. Infact, it is a chain of perceptions which moves the organizations towards their goals. Organizations cannot meet their goals and challenges until they communicate well. Good communication leads to good results, and toward more satisfied, motivated and dedicated employees, and boost their morale as well.
Communication is possible the most imperative things for the continued existence of any business. The purpose to have good communication in any organization is to have employees involvement in the organization. There should be good communication between management and their officials, because internal communication plays a fundamental role in the performance of any organization (Balondi, 2006).
It has been said that communication is the life blood of an organization. This statement is true because it touches every sphere of the organization and human life. There are legions of problems in the world today because of human inability to communicate effectively.
The situation is evident in the amount of unrest in the industrial sectors. The failure to communicate effectively also affect people and groups quite outside the industrial world. One of the fundamental goals and objectives of any organization management is to maximize profit and minimize cost or simply to increase or enhance productivity. How then could these goals and objectives be achieved without effective communication.
This situation has necessitated the need to give an effective communication a chance so as to enable the management/organization achieve their set goals and objectives and this ensure the survival of the organization.
Since effective communication serve as the life – wire of the organization, it becomes imperative for the management of the firm to embrace effective communication by setting up a system to facilitate and to enhance its free flow operation without any internal impediment.
Organization communication channel constitute the formal and the informal channel. The formal channel includes the downwards communication, upward communication and horizontal communication. The downwards communication is the communication flow from up to down which may be either oral or written. Written downwards communication includes. Handbooks, job descriptions, notices, letter and news etc while oral communication in downward constitute of interviews, Board meetings, mass meetings, orientation education though etc. Another form of downward communication includes electronic transformation of communication such as the sue of power point, telephones, video presentation, E-mail etc.
Upwards communication deals with information that flows from the subordinates to the supervisors normally in the form of feedback, suggestion etc. Which may also be written or oral?
Horizontal or linear communication channels helps to ensure that information relating to what different department and sections in the organization is doing is shared among them.
This study is to examine the various effects of communication in the management of business establishment using standard trust bank Plc, in Port Harcourt metropolis as a case study.
1.2 STATEMENT OF THE PROBLEM
The set up of a good communication strategy in any business establishment is very crucial. This is because files and procedures for the achievement of its target goods and objectives must be properly communicated.
The essence or objective of this study will be to investigates the effect of communication on employees performance in the management of business establishment using standard trust bank Plc in Port Harcourt metropolis as a case study. To establish a strong business relationship, effective communication practices must be established. Many opportunities for poor communication take place in any work environment.
The boss may not have received an important email from a subordinate or an order might not have been shipped on time due to a missed phone call. No matter how minor or major the lack of communication is, poor communication will strain the productivity of the organization.
LOWER EFFICIENCY
Poor communication in business whether written or oral, can obstruct the efficiency of your organization or a specific department for instance, vague email message that require clarification, documents, that need rewriting due to errors, and uninformed presentations and speeches, can greatly affect the flow of work in the company. Effective business communication skills are crucial to successfully completely any project large and small. When multiple employees or company department team up to complete a large project, the value of each department skills will increase exponentially. Without implementing clear communication practices, However, company projects will be slow and inefficient to complete.
EMPLOYEE MORALE
Business communication skills impact the motivation of employees. A highly communicative and collaborative work environment promotes employee productivity, creativity and inspiration. If communication skills are poor, employees lack enthusiasm in doing their assignments and will question the value of such products. Poor communication skills will also demoralize the employees because they will be forced to sit through dull and boring presentation on projects, leading to confusion and monitory.
DECREASED INNOVATION
If poor communication skills result in the inadequate handling of important projects this can cripple the company’s innovation and capacity to make positive contributions to society. The capacity to innovate is proportional to the capacity to communicate directions and to communicate new and exciting ideas and improved.
1.3 THE PURPOSE OF THE STUDY
The researcher for the purpose of this study is to investigate and assemble information to be analyzed and finally interpreted on the effect of communication in employee’s performance in an organization. This study given below is the objectives.
1. To examine the importance of communication in an organization.
2. To known the role of communication in banking sectors.
3. To identify the problems of communication in business organization.
4. To assess the effect of communication in stimulating banking growth in Nigeria.
1.4 RESEARCH QUESTIONS
In order to achieve the aim of the study, the under listed research questions would be considered:
1. Does communication affect the staff performance in an organization?
2. What are those factors that militate against communication efficiency?
3. What are the essential approaches that could be used to facilitate efficiency organizational communication?
4. How does communication stimulate banking growth in Nigeria?
1.5 SIGNIFICANCE OF THE STUDY
The most significant of this work is through communication that understanding information provocation co-operation and job satisfaction necessary for group efforts is being provided.
Better communication get better job performance and more work satisfaction. In standard Trust Bank Plc the challenges posed ineffective communication in the part of the management and the staff nearly grounded the multi-national promising enterprise that has supplied succor to teeming population made up of Nigerian and expertise so it is believed that the analysis of data, findings and solutions proffered in this write – up will be beneficial to:
1. Managers of other banks in the course of improving their knowledge will find this write-up useful in that they will not want to fall in to the same unfortunate situation before implementing the solution preferred in this study.
2. Although already death will by many authors, it is believed that this is yet another contribution to such existing materials. Also students and other researchers who may want to carry out a project of this nature will use this as a reference point.
1.6 SCOPE OF THE STUDY
The object of this research work is to fine out the effect of communication barriers in an organization. Its scope is limited to the standard Trust Bank Plc Port-
Harcourt which is the organization under study. However, this study will go a little further to discuss communication in same details.
1.7 LIMITATION OF THE STUDY
The literature review will be broad. The other problems that are likely to pose as a limitation to the course of this study includes:
1. Inadequate co-operation by the potential respondents. Time, finance and other necessary material.
2. Nevertheless, adequate effort will be ensure in such a manner that the objectives of the study will be actualize.
1.8 DEFINITION OF TERMS
Communications: This relates to how we shame information, it also relates to the organization and its environment, diverse channels of communication or sharing of information such as through written and unwritten channel.
Competition: A consciously planned and executed devices to put a company’s operation into disequilibrium.
Effect: Is the outcome of an incident, a result or impact of an event.
Effectiveness: This is the extent to which an objective is realized.
Efficiency: This is the generalization of maximum output from minimum inputs.
Environment: A set of condition or external constraints that has any particular phenomenon in a business organization.
Important: The usefulness of something.
Management: Is a group of people within an organization whose primarily concerned with planning controlling of the activities of the organization for the attainment of set objective and goals.
Motivation: Is the energizing force that induces or compels and maintains the behaviour of an individual.
Promotion: This is an act of informing persuading, and creating awareness to target customers to purchase.
Strategy: This is a means of achieving objectives through comprehensive designed plan.
Subordinate: A person occupying a lower office or position in the organizational hierarchy position in the organizational hierarchy.
Complete Material Cost #3,000