ABSTRACT
This study focused on communication and employees’ performance in organization: A study of West African Examination Council Umuahia and Zenith Bank plc, Abia State. Failure of effective communication which has caused dispute among workers led to this study. The specific objectives were to: examine the relationship between communication and employees’ outputs, ascertain barriers in the written communication systems at the organization, explain how spoken communication affect the quality of services rendered by the employees’ of the organization. The study adopted descriptive survey research design. The population of the study consists of both employees of West African Examination Council, Umuahia and Zenith Bank Plc. Abia State which gives us a total of 614, comprising of 509 employees from Zenith Bank while WAEC was 105 employees. Taro Yamane formula was adopted to determine the sample size which gives us a sample size of 242 with WAEC having 41 employees and Zenith Bank having 201. Findings revealed that: effective communication has significant relationship with the output of the employees of West African Examination Council, Umuahia and Zenith Bank plc, written communication has significant relationship with the quality of services rendered by the employees of West African Examination Council, Umuahia and Zenith Bank Abia state. The study concluded that sound communication can be influential in improving the accuracy and speed with which employees perform their tasks, coupled with other developments such as structures that will facilitate the ease of access and flow of communication. However, the study recommended that: All cadre of staff should be involved in decisions and issues that affect their performance, for it will lead to organizational development and it also recommended a result driven- communication since it gives room to measure results and performance in the communication process within the organization and this in turn impacts on decision making, problem solving as some of the issues undergo a bureaucratic process and this slows down dispute.
TABLE OF CONTENTS
Title Page i
Declaration ii
Certification iii
Dedication iv
Acknowledgement v
Table of Contents vi
List of Tables xii
List of Figures xiii
Abstract xiv
CHAPTER 1:
INTRODUCTION
1.1 Background
to the Study 1
1.2 Statement
of the Problems 3
1.3
Objectives of the Study 5
1.4 Research
Questions 6
1.5
Research Hypothesis 6
1.6 Significance of the Study 7
1.7 Scope of the Study 8
1.8 Definition
of Terms 10
CHAPTER 2:
REVIEW OF RELATED LITERATURE
2.1 Conceptual Review 12
2.1.1 Communication 12
2.1.2 Organizational communication 14
2.1.3 Internal
communication 18
2.1.4 Communication
process 18
2.1.5 Patterns
of communication within an organization 21
2.1.5.1 Downward
communication 22
2.1.5.2 Upward
communication 23
2.1.5.3
Horizontal/lateral communication 25
2.1.6 Formal
and informal communication patterns 27
2.1.7 Verbal
and nonverbal communications in organizations 30
2.1.8 Communication
channels 32
2.1.9 Effective
communication 35
2.1.10. Indicators of effective communication (Written
and
Verbal Communication) 37
2.1.11 Barriers
and breakdowns in communication systems 39
2.2 Employees’
Performance 41
2.2.1 Evaluation
of employees’ performance 43
2.2.2 Performance
evaluation process 45
2.2.3 Effects
of communication on employees’ performance 45
2.3 Theoretical
Framework 48
2.3.1 Human
relations approach 48
2.3.2 Systems
theory 49
2.4 Empirical Studies 51
2.5 Summary
of Reviewed Literature 53
2.6 Gap in Literature 56
CHAPTER 3: RESEARCH
METHODOLOGY
3.1 Research
Design 58
3.2 Population
of the Study 58
3.3 Sources
of Data 60
3.3.1
Primary sources 60
3.3.2
Secondary sources 60
3.4 Sample
size and sampling technique 61
3.4.1
Sample
size determination 61
3.5 Validity
of the Study 62
3.6 Reliability of the Study. 63
3.7 Method
of Data Analysis 64
CHAPTER 4: DATE PRESENTATION
AND ANALYSIS
4.1 Questionnaire Distributed and Return 65
4.2 Analysis
of Objectives Question 69
4.3 Hypotheses Testing 77
4.3.1 Hypothesis one 77
4.3.1 Hypothesis two 78
4.3.5 Hypothesis three 80
4.4 Discussions of Results 80
CHAPTER 5: SUMMARY, CONCLUSION AND
RECOMMENDATIONS
5.1 Summary of Findings 84
5.2 Conclusion 86
5.3 Recommendations 87
References 89
Appendices 93
LIST
OF TABLE
Pages
4.1: Analysis of questionnaire 66
4.2:
Distribution of respondents based on
gender 66
4.3: Distribution of the respondents based on
age 67
4.4: Distribution of the respondents based on
marital status 68
4.5: Distribution of respondents based on
education 69
4.7: Coded
responses on: relationship
between effective communication
and employees’ outputs
n = 233 70
4.8: Coded
responses on: barriers
and breakdowns in the communication
systems at West African
Examination Council, Umuahia and
Zenith Bank plc. Abia
State
= 233 72
4.9: Coded responses on: ways communication affect the quality of
services rendered by the employees of WAEC Umuahia and Zenith
Bank Plc 74
4.10: Coded
responses on: comparison
of influence of communication
on the quality of services
rendered in a profit-oriented organization
and a non-profit-oriented
organization using WAEC Umuahia and
Zenith Bank Plc. Abia
State as cases 76
4.2: Ols
estimate for test of hypothesis one 77
4.2:
Test of hypothesis two 79
4.16:
z-test
result for hypothesis three 80
LIST OF FIGURES
Pages
2.1: The
meaning of communication (Aromolaran, 1998) 12
2.2: Communication
Process 20
2.3:
Vertical Communication Pattern (The Business
Communication, 2015) 22
2.4: Horizontal
Communication Patterns (Researcher) 26
2.5: Tools
for communication and their effectiveness (Harris and
Nelson, 2008) 33
CHAPTER 1
INTRODUCTION
1.1 BACKGROUND TO THE STUDY
Every corporate organization exists to meet certain
needs and to accomplish specific goals and objectives, while maximizing profits
and at the same time minimizing loss and costs. These organizations are usually
born with corporate visions and missions which must be properly communicated to
all the employees to ensure that all hands are on deck towards the actualization
of these visions and missions. The core corporate objectives of these organizations
must be clearly understood by all the employees. This can only be made possible
through effective communication.
Communication has been described as the glue that
holds the organization together (Dubrin, 2019). It is an integral part of all
managerial functions. Unless managers communicate with others, they cannot
plan, organize, control or lead. Wang (2015)’s research on managerial work
suggests that managers spend 80% of everyday communicating with others face to
face settings, on the telephone, via e-mail, in speeches or via written memos and
reports (Hill and McShane, 2018). The essence of communication is to establish
a common meeting ground for understanding
(Onwuchekwa, 2012).
It is also a fact that all organizations, both public
and private entities usually rely on some form of communication to send their
messages to their target audience or inform their target audience of the vision
and mission of their entity. Employees mostly raise performance at the work
place when effective communication is at its peak. For instance, when the information
about an organization’s policies and procedures are at its maximum level with
openness and accuracy; and also when the information provided is adequate,
factual and has good feedback (Kacmar et
al., 2003; Neves and Eisenberger, 2012).
On
the other hand, Employees’ Performance is regarded as how well an employee is
able to dispatch his/her duties to the specified organization. Setting and clearly
communicating performance standards and expectations, observing and providing
feedback, and conducting appraisals enable you to achieve the best results
through managing employee performance. Thus, the flow of communication can
create identification with workers internalizing desirable values, as regarding
an organizational goals and objective. However, better performance can be
achieved only when there is a reasonable level of expectation-fit and when the
social exchange between managers and employees is fair and equal (Wang, 2015).
Within the perspective of human resource management, it has often been
theorized that employees’ knowledge, abilities and skills will enable them to
be good performers when they are hired.
Effective workplace performance is the key
element in the success of an organization and the effectiveness of the workers
employed will determine just how successful the organization will be. Effective
communication between employees and managers is crucial in that employees will
need to know what is expected of them, managers will need to provide a clear
job description for every employee which would make employees have immediate
access to the necessary tools to complete each assignment given to them.
In most
organizations, management often leave that aspect of effective
communication to the Human Resource Department, as their focus only reaches for
the operational activities. The
management only concentrate on target achievement, thereby forgetting free flow
of information and that is how well the staff understand these information
dissemination can go a long way in motivating them in working hard to achieve
such targets. In any case, improving communication should be the business of
not just the management, but everyone in an organization as no organization can
function effectively in the absence of a good communication system in place.
This is because an organization is like a system with several interconnected
parts that need to continually interact with one another. This can only be made
possible through an effective communication system. It is in this context that
this study examines the effect of communication on employees’ performance, using
West African Examination Council, Umuahia and Zenith Bank Plc Abia State as a
case study.
1.2 STATEMENT OF THE PROBLEM
Communication is a vehicle through which information
and ideas are exchanged so that a common ground can be reached between the two
people or parties involved (Eboh, 2018). Harris and Nelson (2018) also stated
that employee interaction is a principal and essential endeavour in organizations.
They went further to opine that the sustainability of an organization is based
on effective communication.
Many industrial disputes originate due to failure
in communication. Hence it is important to stress that in communication,
emotions, environment, psychological and technical characteristics of the
medium is relevance to enhance the organizational performance. In the view of
Okoye (2014), psychologically transmission goes beyond reception of information
but understanding and feedback. Most organizational conflict has been traced to
breakage in communication as supported by Lee (2013) and Scott
(2014). Communication if not given first class
attention in an organization can lead to a lot of problems. This has been the
case with many organizations today, only little importance is attached to the
issue of communication.
Despite the numerous advantages of
effective communication, business all over the world today is very challenging.
To stay profitable in the highly challenging and competitive global market
economy, all factors of production, i.e. man, money and materials, should be
wisely managed. Among the factors of production, the human resource constitutes
the biggest challenge because unlike other inputs, employee management demands skillful
handling of thoughts, feelings and emotions to secure highest productivity.
Organisational communication plays an important role in this challenge. In communication
however, there may be many unwanted interferences that can distort a message
and remain always a potential threat to effective communication, because they
can interfere with the accuracy of a message being communicated (Koontz 2011).
Similarly, organizations in Nigeria
have been faced with an array of problems that seem to be an impediment to the
growth of any organization such as, mismanagement of funds and resources, poor
leadership skills, low level of real income, and poor infrastructural facilities
to mention but a few. It is also a fact that most organizations have
communication challenges and continue to seek the most effective channels for
communicating with their constituents. In West African Examination Council
(WAEC) Umuahia and Zenith Bank plc, they are not devoid of challenges either.
There exist some misalignments in job grades leading to confusion as to
seniority and reporting hierarchy. It was also observed that sometimes, the
employees of WAEC Umuahia and Zenith Bank Plc. Abia State underperform. They
perform below the set performance standards and expectations. This problem
however can be traced to the issue of failure in internal communication. The
managers and supervisors sometimes fail to properly communicate the tasks, duties
or jobs of the subordinates, as well as their performance standards and
expectations. Therefore, since there is no mutual understanding from both the
management and employees regarding tasks, goals and objectives, the employees
would always underperform which is a major problem at WAEC Umuahia and Zenith
bank Plc. Abia State. It is on this note that the researcher ventured into finding
out the effect of communication on employee performance and how communication
can be used to improve employees’ performance.
1.3 OBJECTIVES OF THE STUDY
The main objective of this study is to determine the
effect of communication on employee performance, using West African Examination
Council, Umuahia and Zenith Bank Plc. Abia State as a case study. However, the specific objectives include to:
a.
Examine the
relationship between effective communication and employees’ outputs at the West
African Examination Council Umuahia and Zenith Bank Plc. Abia State.
b.
Identify barriers in
the written communication systems at the West African Examination Council
Umuahia and Zenith Bank Plc. Abia State.
c.
Explain how spoken
communication affects the quality of services rendered by the employees of the
West African Examination Council Umuahia and Zenith Bank Plc. Abia State.
d.
Ascertain the
influence of communication on the quality of services rendered in a non-profit-oriented
organization and profit-oriented organization using West African Examination
Council Umuahia and Zenith Bank Plc. Abia State.
1.4 RESEARCH QUESTIONS
a. What is
the relationship between effective communication and employees’ outputs at the
West African Examination Council Umuahia and Zenith Bank Plc. Abia State?
b. What are the barriers in the written communication
systems at the West African Examination Council Umuahia and Zenith Bank Plc.
Abia State?
c.
In what ways can spoken communication affect the quality of
services rendered by the employees of the West African Examination Council
Umuahia and Zenith Bank Plc. Abia State?
d.
What Influence does communication possess on the qualities of
services rendered in a non-profit-oriented organization and a profit-oriented
organisation using West African Examination Council Umuahia and Zenith Bank
Plc. Abia State
1.5 RESEARCH HYPOTHESES
Ho1: Effective
communication has no significant relationship on the output of the employees of
the West African Examination Council Umuahia and Zenith Bank Plc. Abia State.
Ho2. There
are no significant barriers in the written communication systems at the West
African Examination Council Umuahia and Zenith Bank Plc. Abia State.
Ho3: Spoken
communication has no significant relationship on the quality of services rendered by the employees of the West
African Examination Council Umuahia and Zenith Bank Plc. Abia State.
Ho4: There
is no significant difference in the influence of communication on the quality
of services rendered at the West African Examination Council Umuahia and Zenith
Bank Plc. Abia State.
1.6 SIGNIFICANCE OF THE STUDY
Theoretically, the study explored communication and employees’
performance in organizations. The study would enable managers at West African
Examination Council, Umuahia and Zenith Bank Plc. Abia State to get awareness
concerning the influence of communication and in what way(s) communication has
negatively affected employees’ performances, and thus, the study would suggest
strategies towards improving communication to boost employees’ performances.
Also, the study would massively aid students studying
management to better comprehend the theoretical background of effective
communication and how it can affect the performances of employees. It could also
empower students well for proper takeoff when establishing or managing an
enterprise.
The findings of this research would certainly be of great
interest to students of management sciences who would like to know more or
write a work on communication and how it can affect employees’ performance.
The study constitutes a source of information for
policy-making managers or administrators and other students and researchers
interested in the subject matter of this work.
Empirically, the study would be significant to many
organisations especially employees and management of West African Examination
Council and Zenith Bank Plc, government, researchers and general public. It is worthy to mention that the study would
most definitely be of great benefit to the management of the two organisations
studied and others, as findings and Recommendation of this study would widen
their ideas on how to improve communication and employees performance.
The findings of this work would also add to the
existing knowledge on the subject matter which is communication and how it can
positively or negatively influence employees performance
1.7 SCOPE OF THE STUDY
The unit Scope is on Communication and Employees’
Performance in Organizations: A study of West African Examination Council and Zenith
Bank Plc Abia State.
The West African Examination Council was established
in 1952 following the acceptance of the Jeffery report by the Colonial
Government in the Gold Coast (now Ghana), Sierra Leon, Nigeria and the Gambia;
who passed appropriate ordinances in their legislative assemblies in 1951. The
vision of WAEC is to be a word-class examining body, adding value to the
educational goals of its stakeholders.
The West African Examination Council is West Africa’s
foremost examining body established by law to determine the examinations
required in the public interest in the English-speaking West African countries,
to conduct the examinations and to award the certificates comparable to those
of equivalent examining authorities internationally.
By this mandate, the council is expected to:
· Assist in the development
of sound education.
· Ensure that educational
standards are maintained
· Give the people of West
Africa a vision of great potential which lie beyond examinations.
On 18th August, 2015, WAEC Umuahia
established its Abia State branch in Umuahia which was commissioned by the then
governor, Dr. Okezie Ikpeazu.
Zenith Bank Plc on the other hand, is a banking and
financial services company headquartered in Lagos State, Nigeria. It was
founded by Mr. Jim Ovia, CFR in May 1990 as a Private Limited Liability Company,
and began operations in July of the same year. In 2004, Zenith Bank became a Public
Limited Liability Company and was listed on the Nigerian Stock Exchange. In
2013, Zenith Bank was listed on the London Stock EXCHANGE
The scope of this study has been restricted within the
effect of communication on the performance of the employees of West African
Examination Council, Umuahia and Zenith Bank Plc, Abia State. The study also
sought to uncover the level of internal communication within West African
Examination Council, Umuahia and Zenith Bank Plc. Abia State, and how
communication could be leveraged to improve employees’ morale and performance.
The study was
conducted in Umuahia, Aba, and Ohafia, all within Abia State, Nigeria. Abia
is a State in the South Eastern region of Nigeria, created on August 27, 1991
from part of Imo State with its capital at Umuahia (Hoiberg, 2016). The name
"Abia" is an abbreviation of four of the state's densely populated
regions Aba, Bende, Isiukwuato, and Afikpo. It is one of the thirty-six (36)
States with seventeen (17) Local government areas (LGAs) that constitute the
Federal Republic of Nigeria. It is one of the constituent states of the Niger
Delta region. The study areas of this research are
West African Examination Council (WAEC), Umuahia, and Zenith Bank Plc. Abia
State.
1.8 DEFINITION OF TERMS
The key concepts in this work include:
· Communication: The term ‘communication’ is derived from the Latin word
‘Communicare’ meaning to establish a common ground between two people or
parties (Eboh, 2018). He further went on
to define communication as a vehicle through which information and ideas are
exchanged so that a common ground could be reached between the two people or parties
involved. Nwosu and Idemili (1999:45) defined communication as the
inter-conveyance, inter-transmission, or inter-exchange of messages between and
among individuals or groups, using mutually understood symbols, codes and
languages.
· Employees: These refers to the staff or individuals who are legally,
legitimately and generally recognized as members of a given organization who
are equally entitled to some remunerations on a regular basis as agreed with
the organization.
· Performance: This refers to the contributions and inputs of employees in
line with their assigned duties and responsibilities in an organization. According
to Byars and Bue, (2016), employees’ performance involves the execution of
duties and responsibilities assigned by constituted authorities which one has
promised to do, so as to achieve set goals.
· Organization: Schein (1978) defined a formal organization as “the
planned coordination of activities of a number of people for the achievement of
some common, explicit purpose or goal through division of labour and function
and through a hierarchy of authority and responsibility”.
· Efficiency and Effectiveness: These terms are used in this study
to describe the degree of success recorded, by the organization to survive and
achieve its objectives, and the level of satisfaction score, using available
means to achieve these ends, which is the relationship between inputs and
outputs.
Information: Information is used
in this to refer to ideas, opinions, messages, commands and instructions shared
and exchanged and employees as well as between superiors and subordinates
within an organization.
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