THE IMPACT INEFFECTIVE COMMUNICATION ON ORGANIZATIONAL PERFORMANCE IN BANKING INDUSTRY
TABLE OF CONTENTS
Chapter one: Introduction
1.1 Background of the study
1.2 Statement of the Problem
1.3 Objectives of the Study
1.4 Research Question
1.5 Significance of the study
1.8 The Definition of Terms
Chapter two – Review of Related Literature
2.2 Communication flows in an organization
2.3 Form of Communication
2.4 Components of Communication Process
2.5 Communication methods
2.6 Theoretical Framework
Chapter Three – Research Methodology
3.2 Research Design
3.3 Area of the study
3.4 Population of the Study
3.5 Sample and Sampling Technique
3.6 Validity and Reliability of Instrument
3.7 Method of Data Collection
3.8 Method of Data Analysis
Chapter Four – Data Presentation, Analysis and Interpretation
4.2 Presentation of Data
4.3 Discussion of Finding
Chapter Five – Summary, Conclusion and Recommendation
1.1 The Background of the Study
Ineffective communication detrimental is to managers and workers in organizations because it enables them not to perform their basic functions of management; planning, organizing, leading and controlling Elashmawi and Harris, (2000). Effective communication also helps workers and managers to perform their organizational goals and responsibilities. It serves as a function for planning Gamble and Gamble (2002). Essential information must be communicated to the workers and managers who in-turn must communicate the plans so as to implement them. Organizers also require effective communication about their organizational task. Similarly leaders must communicate effectively with their subordinates to achieve the team goals and controlling is not possible without written and oral communication Harris, (2002).
Ineffective communication according to May, Steve, Mumby and Dennis K., (2004) can be defined simply as the process where the message are not properly sent and therefore not properly acted upon as intended by the sender. Managers do not devote a great part of their time to communicate; they do not spend great time on face- to – face, telephonic and written communication with their superior, subordinates, colleagues, customers or suppliers. Managers do not promote the use of written communication form of letters, report or memos wherever oral communication is not feasible.
Thus, we can say that “ineffective communication destroys the building block of successful organizations” May, Steve, Mumby and Dennis K. (2005), in other words ineffective communication acts as organizational performance barriers.
When communication is not effective, the end result is an increase in production time and a decrease in the bottom line. In order to avoid this outcome, effective communication must be in place (Joey, 2005). Consequently communication can be defined as the “exchange of information between the sender and a receiver and the inference (perception) of meaning between individuals involved “(Bowditch et al, 2006). Analysis of this exchange reveals that communication is a two way process consisting of consecutively linked elements. Managers who understand this process can analyze their own communication patterns as well as design communication programs that fit organizational needs (Kinicki & Kreitner, 2006).
Communication is rather complex to define in a single sentence. In a glimpse, however, it has many types which include; interpersonal, intrapersonal, group, public, mass and online or machine oriented communication (Gamble and Gamble, 2006). Communication remotes motivation by informing and clarifying the employees about task to be done, the manner they are performing the task, and how to improve their performance if it is not up to the mark.
Communication is a source of information to the organizational members for decision-making process as it helps in identifying and assessing alternative causes of action. Communication also plays a crucial role in altering individual’s attitude i.e., a well informed individual will have better attitude than a less informed individual. Organizational magazines, journals, meetings and various other forms of oral and written communication help in moldings employee’s attitude.
As discussed earlier, communication also assists in controlling process. It helps in controlling organizational members behavior in various levels of hierarchy and certain principles and guidelines that employee must follow in an organization. They must comply with organizational policies, perform their organizational tasks effectively and communicate any work problem and grievances to their superiors. Thus communication helps in controlling function of management.
1.2 Statement of the Problem
Ineffective communication system hinders managerial proficiency in delivering and receiving messages. The ineffectiveness in communication is the key Problem to organizational performance in any organization. This is because it barriers emotional expressions and decision making. In large organizations like Champion Breweries, miscommunication is inevitable.
Therefore, this study seeks to find out reasons for ineffective communication and causes for communication breakdown in Champion Breweries, Aka Road, Uyo and recommend possible solutions.
1.3 Objectives of the Study
The objectives of the study are as follow;
- To determine the extent to which ineffective communications hinders good organizational performance in Champion Breweries, Aka Road, Uyo.
- To find out reasons for miscommunication in Champion Breweries, Aka Road, Uyo.
- To identify the causes for communication breakdown in Champion Breweries, Aka Road, Uyo.
- To find out the most suitable and result oriented pattern of communication in Champion Breweries, Aka Road, Uyo.
1.4 Research Questions
- To what extent does ineffective communication hinders good organizational performance in Champion Breweries, Aka Road, Uyo?
- What are the reasons for miscommunication in Champion Breweries, Aka Road, Uyo?
- What are the causes for communication breakdown in Champion Breweries, Aka Road, Uyo?
- Which communication pattern is the most suitable and result oriented in Champion Breweries, Aka Road, Uyo?
1.5 Significance of the Study
Communication skills are more important to all other field of human endeavors. Whether you are an engineer or business personal having a firm grasp of communication will undoubtedly be a key sole to your business.
Oftentimes, people with great technical skills reach a point in their careers where they are no longer promoted because of their inability to communicate effectively.
The study is then relevance to business and corporate organizations, government parastatals. It is very indispensable; therefore, it is researchable to updating old and existing knowledge. It is believed that mass communication and business administration students will find it useful.
The study is also significance because it provides suggestions to the existing problem of ineffective communication which mar the smooth process of organizational performance. It will serve as research material for further research on related topics.
1.6 Delimitation of the Study
The study will focus primarily on ineffective communication on organizational performance in Champion Breweries, Aka Road, Uyo.
1.7 Limitation of the Study
In the course of undertaking the study, the researcher was faced with lack of funds which delayed the realization of the study and lack of secondary sources like library researchable materials.
1.8 Definition of Terms
1. Ineffective communication: communication is said to be ineffective when message sent is being received and acted upon is not as intended by the sender.
- Communication pattern: a means of transferring messages from one person to another e.g upward or downward communication flow.
- Miscommunication: failure to communicate adequately
- Communication breakdown: this can be referred to as failure in exchange of information. It may be as a result of language barrier.
- Communication barrier: These are obstacles in a work place that prevent effective exchange of ideas or thoughts.
6. Performance: the accomplishment of a given task measured against presented known standards of accuracy and completeness.
THE IMPACT OF INEFFECTIVE COMMUNICATION ON ORGANIZATIONAL PERFORMANCE IN BANKING INDUSTRY