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.