CHAPTER ONE
1.0 Introduction
1.1 Background of the Study
Communication
is defined as the transfer of information, ideas, emotional feeling or view by
one person to another in an understandable way, through the use of meaningful
words, signs letters or symbols for the purpose of entertainment or influencing
the behaviour of the other (Umoh, 2000). Weihrich and Koontz, (2005) say that
communication is the transfer of information from one sender to a receiver,
with the information been understood by the receiver, which Stoner & Freeman,
(2005) define communication as the process by which people attempt to share
meaning via the transmission of symbolic messages. Communication applied to all
phases of management process. It is the process of transferring information
from one sender to receiver, who interprets the information in order to achieve
its organisational objectives. Information, according to (Miller, 2002; Roll,
2004) “is simply the vehicle by which we attempt to provoke- or evoke a human
responses. Information on its own is quite static and lifeless, it simply
exists. One of the uniqueness of the human person is the ability to objectify
his thought and the ideals through Language. With the social evolution of
language, especially speech language, man was able to widen the gap between him
and the rest of the animal kingdom (Appleby, 2003).
Thus,
language can be seen as a system of sounds, symbols and words for purpose of
communication. Communication touches every aspect of human activity. Business
communication is any communication used to promote a product, service or
organisation, with the objective of making sale. In business communication,
messages are conveyed through various channels of communication, including
internet, print (publication), radio, television, outdoor and word of mouth.
Right
from business development to product marketing, communication plays a vital
role in almost all the spheres of the business. In business it’s very important
to have excellent communication skills. The majority of the business are rely
heavily the effective communication and understanding to one more person. It is
a means by which behaviours is modified, change is effected, and information is
made productive in leader to achieve objectives and goals of organisations.
In
an organisation, there are different units performing various functions. Thus,
communication serves as a linking process by which parts of system are tied
together. Communication provides the links which bind an organisation together
in order to evolve common understanding (Rogers and Roethlisberger, 2002).
1.2 Statement of Problem
The researcher
believes that managerial functions are basically the same but at various degree
of performance. The researcher wants to examine how effective communication
holds the key to improved managerial performance. Individuals with little or no
qualifications find themselves holding managerial positions in a company. This
lack of a competence leads to wrong decision making especially when
subordinates are not consulted.
Organizations also
have some complicated chain of command, difficult and most times the chain of
command is not strictly adhered to, the company as such have overlapping
authorities and responsibilities as subordinates become accountable to more
than one superior.
Also most companies
lack intra-communication facilities like intercoms and memos. This leads to
ignorance on the part of the subordinate, about the aim and the objective of
the company as well as the standard expected of them.
This
could lead to liaises-faire attitude to work, which is harmful to the growth
and progress of the company. As a result of all the above problems discussed,
the researcher intends to help such companies by elaborating on how effective
communication can improve their performance.
1.3 Objective of the Study
The
broad objective of this study shall be to assess the role of effective
communication in organisational performance of Diamond Bank, plc. Okigwe, Imo
State. However, the specific objective of this study shall include to:
1. Explore
the necessary communication breakdown challenges that hinder effective
communication in organization.
2. Analyse
the effect of poor listening skills of employees on performances in Diamond
Bank Plc. Okigwe, Imo State.
3. Examine
how effective communication can improve organisational performance in Diamond
Bank Plc. Okigwe, Imo State.
1.4 Research Questions
The
following research questions will be determined;
1. Do
communication breakdown challenges hinder effectiveness of communication in
organization?
2. Do
the poor listening skills of employees in affect organisational performance in
Diamond Bank, Plc?
3. Can
effective communication improve the organisational performance in Diamond Bank,
Plc?
1.5 Significance of the Study
The
research work will provide vital information on the role of effective
communicational on organizational performance, using Diamond Bank Plc. Okigwe
as a study. In order to control the smooth running of an organization, effective
communication is a vital prerequisite. This research work will equally provide
knowledge on some of the major challenges facing many firms as regards to
communication in the Nigeria.
Secondly,
this research work will also serve as a vital material to those who may want to
carry out further research work in the regard.
1.6 Scope of the Study
This
study is focused on the staff and management team of Diamond Bank Plc Okigwe,
Imo State.
1.7 Limitation of the Study
This
research, the role of effective communication to improve organisational
performance would not be an exception to the usual constraints and other
problems associated with similar researches in the Nigeria society. Such
problems include these mentioned below:
i.
Time
ii.
Finance
iii.
Inadequate data
iv.
Respondents’ Poor
Attitude
v.
Secrecy by the company
vi.
Bias
1.8 Profile of Diamond Bank Plc.
Diamond
Bank Plc. began as a private limited liability company on March 21, 1991 (the
company was incorporated on December 20, 1990). Ten years later, in February
2001, it became a universal bank. In January 2005, following a highly
successful Private Placement share offer which substantially raised the Bank's
equity base, Diamond Bank became a public limited company. Since the Bank was
incorporated in December 1990, Diamond Bank has challenged the market
environment by introducing new products, innovative technology and setting new
benchmarks through international standards. Today, Diamond Bank is best placed
to respond to changing lifestyles and is leading the digital transformation in
response to these societal shifts. For example, Diamond Mobile is Africa’s
leading banking app and the first with touch ID. Delivering an enhanced
customer experience is fundamental to the Diamond Bank proposition. We aim to
support our customers via our tailored services, such as Diamond Woman, so that
they can manage their lives seamlessly whether on-the-go or in branch – in
other words, we want to go ‘Beyond Banking’. Overall, our people remain the key
differentiating factor in providing this unique customer experience across all
markets where we operate and we are fully committed to consistently attracting
only the best people to maintain our competitive edge. Diamond Bank has a
retail-led strategy, meaning it is well placed to benefit from Nigeria’s
attractive fundamental macroeconomic trends, particularly in the retail market.
The Bank also has a strong Corporate Banking offering that is helping to fuel
growth across Nigeria through supporting businesses, redefining the country’s
21st-century economy. The Bank serves over 150,000 businesses of varying size
across diverse sectors including Corporate clients as well as MSME (Micro Small
and Medium-Scale Enterprises), for which it provides value-adding banking
solutions. With a primary listing on the Nigerian Stock Exchange and GDRs on
the London Stock Exchange, Diamond Bank’s footprints extend beyond Nigeria. It
launched its first non-African subsidiary, Diamond Bank, UK, in 2013. As of
January 2016, the bank operated over 271 branches of the group. Diamond Bank
has frequently been the partner of choice for leading international
organisations such as the International Finance Corporation (IFC) and the UK’s
Department for International Development (DfID), in order to deliver programmes
targeting MSMEs and to promote financial inclusion. The Carlyle Group, the
global alternative asset manager, became a significant shareholder in November
2014 following its $147m investment in the Bank. This was a major milestone for
Diamond Bank and a sign of confidence in the Bank’s strategy and market
opportunity.
1.9 Definition of Terms
Communication:
communication as the exchange of symbols that are
commonly shared by the individuals involved, and which evoke quite similar
symbol-referent relationships in each individual (Ferguson et al.,2014).
Effective Communication:
This is process whereby information pass across conveying meaning by the
receiver and when the listener clearly understands the message that the speaker
intended to send (Sudden, 2007).
Organisation: It
is a special unit of people that is structured and manage to meet a need or
pursue collective gaols (Handy, 2005).
Effectiveness: It
is the degree to which objective are achieve and extend to which targeted
problems are solved (Dictionary.com, 2011).
Listening Skills:
It is the ability to accurately receive and interpret massages in communication
process (Stevens, 2005).