CHAPTER
ONE
1.1 BACKGROUND
OF THE STUDY
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.
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 service 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 et all 2002).
Communication in an organisation
relates to the liberate, international application of physical symbol complex,
with a view to elicit specific meaning in the mind of another individual
(steward, 2002). In his view, Chester, (1938) says that communication is the
means by which people are linked together in an organisation to achieve a
common purpose.
Communication is also 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
and 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. Its simply exists.
Waiting to be interpreted and
have meaning attached by people” in the view of Nabath et al (2002) information
need interpretation by people-knowledge workers in an organisation. Knowledge
he said, could be assimilated to objects that can be identified, separated from
their initial context and handled in information system. Information system
management is largely under a new label “Information Technology” (IT) (Wilson
2000).
The above
definition form the essential elements of effective communication in an
organisation namely:
·
A message sender
·
The massage
·
Message vehicle
(Noise)
·
An understood message
and feedback
·
Massage receiver (or
listener)
Both the
sender and the receiver of any message share a common responsibility. The
sender should ensure that his message is such that could understood. A message
could be in the form of instruction receiver is told the definite things he is
expected to accomplish. Information could take two forms namely: information
proper and news. Information proper guides the receiver on what decision to
make while news is of no value for decision making.
However,
what is important about communication is the receiver must understand the
message that has been across by asking certain question; it may be possible to
find out if the receiver has actually understood the message this make
communication to be a two way process in a sense that it prevents the
development psychologically negative attitude among the personnel in an
organisation. There is need therefore to avoid an excessive amount of one-way
communication (Uwakwe, 2004).
It is pertinent to say that communication
organizations don’t achieve goals.
1.2 STATEMENT
OF PROBLEM
Communication
is not only key factor of successful organisation performance. The actual
design of the changes and the strategic choices made within the design are of
course precursors of effective changes and performance. The suggested relation
between readness for change and successful implementation of organisational
change has, as far as we know, never been found in research, although numerous
supporting this relation for instance French et al, 2000; Harvey and Brown
2001).
A management
limitation has to be made with the company variables suggested in the model. A
community of workers already exists within the organization. Trying to create a
positive climate will take, in line with organisational culture, a long time.
Interesting
enough, from a communication day-to-day communication within the organisation
will contribute to this climate and as well impact organisational performance.
1.3 RESEARCH
QUESTION
The following
research question will be determined
1)
Has effective
communication contributed to organizational performance?
2)
Has Diamond Bank PLC
created an effective communication channel?
3)
How has the effective
communication impacted on the staff-consumer relationship?
1.4 OBJECTIVE
OF THE STUDY
The broad objectives of this study shall be to
assess the role of effective diamond Bank Plc Ebonyi State communication in
organisational performance. However, the specific objective of this study shall
include:
1.
To explore the
necessary communication breakdown challenges that hinders effectiveness
organisational performance.
2.
To analyze the effect
of poor listening skills of employees on performances in Diamond Bank Plc
Ebonyi State.
3.
To examine how
effective communication can improve organisational performance in Diamond Bank
Plc Ebonyi States.
1.5
SIGNIFICANCE OF THE STUDY
The effect
of government interference in management of financial institution from
2009-2014 will be of interest to financial institutions. The research work will
provide vital information on the effect of government interference in
management of financial institutions, in order to control the smooth running of
financial sector, it will provide knowledge on some of the major challenges
facing the financial sector in the country.
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
focused on effective communication in an organisational performance in Diamond
Bank Plc Ebonyi State.
1.7 LIMITATION
OF THE STUDY
This
research, the role of effective communication to improve organisational
performance was not an exception to the usual constraints and other problem
associated with similar researches in the Nigeria society. Such problems in
include these mentioned below:
a.
Time
b.
Finance
c.
Inadequate data
d.
Respondents
e.
Secrecy by the
company
f.
Bias
The
researcher has to allot time to the research from his/her schedules. Allothing
time to other engagement and non to the research would have been disastrous.
So, balancing time was one of the greatest problems faced by the researcher so,
there was not enough finance to carter for the research. Transportation to and
from Diamond Bank Plc Ebonyi State almost milked the pocket of the research
dry. Enough data were not provided by the workers of the company for fear that
top management may get into with reservation. Some information about the
company was referred to as top secret and cannot be dislodged to an outsider.
In the same vein, some respondents have
to rescheduled their appointment with the researcher complaining that they did
not meet up. Junior staffs of the company were reluctant to give accurate
answers to questions by top managements there by making the research filled
with bias.
1.8
DEFINITION OF TERMS
Communication: This is the process of conveying
information between two or more people
Effective
communication: This is
process were by information pass across conveying meaning by the receiver and
when the listener clearly understands the message that the speaker intended to
send.
Organisation:
It is a special unit
of people that is structured and manage to meet a need or pursue collective
gaols.
Effectiveness:
It is the degree to
which objective are achieve and extend to which targeted problems are solved
Listening
skills: It is the
ability to accurately receive and interpret massages in communication process.