This project investigates the causes
and effect of ineffective communication in the banking industries. It is a case
study conducted in only one organization, the purpose of the study was to
identify the negative aspect that stress cause and the effect in the
organization. Books relating to the topic were consulted to give theoretical
frame work to the study. The population and the sample size of the study were
75. This instrument used for the collection of data was the questionnaires and
the researcher’s observations. The questionnaires were returned for the
analysis, 5 research questions were formulated to generate answers. The study
revealed that human feelings and biases can cause communication ineffective in
the banking industry, lack of safe keeping of information by workers in the
industry cause breakdown in communication. Finally, it was recommended that
management should make sure that relevant information are neither delayed nor
held from employees and the customers, as theses can cause conflict, gossips,
rumors and half truth and that information should be properly encoded,
considering the cultural differences of the target audience or recipient.
1.1 Background of the Study
1.2 Statement of the Problem
1.3 Purpose of the Study
1.4 Research Questions
1.5 Significance of the
1.6 Scope of the Study
1.7 Limitation of the Study
1.8 Definition of Terms
2.1 Concept of Communication
2.2 Importance of
2.3 Types of Communication
2.5 Strategies of Minimizing Incidences of Communication Breakdown
2.6 Causes and Effects of Communication Breakdown
2.7 Summary of Chapter Two
3.1 Area of Study
3.2 Research design
3.3 Population of the study
3.4 Sample and Sampling
3.5 Instrument for data
3.6 Administration of the
3.7 Methods of data analysis
DATA ANALYSIS AND INTERPRETATION
4.1 Data analysis
4.3 Major findings
4.4 Discussion of the
SUMMARY, CONCLUDION AND RECOMMENDATION
5.4 Area for Further Studies
of the Study
Industries (organizations) cannot operate without communication. Communication
is the life source of every industry, because industries involve people. People
cannot interact with each other without communication. In the absence of
communication, everything would grind to a halt.
to James et’al (2009), communication is a means by which a thought is
transferred from one person to another. It is also the process by which the
person (group) share and impact information to another or group clearly
understand by one person and another.
(2002), opines communication as any act by which one person gives to or
receives from another person’s information about that person’s needs, desire,
perceptions, knowledge or effective states. Communication may be intentional or
unintentional, may involve conventional or unconventional signals, may take
linguistic or non-linguistic forms and may occur through spoken or other modes.
(2009) defines communication as a process of transferring information from one
entity to another. Communication processes are sign mediated interactions
between at least two agents which share a repertoire of signs and semiotic
rules “Communication is commonly defined as the imparting or interchange of
thoughts”, opinions, or information by speech, writing or signs”. Communication
can be perceived as a two-way process in which there is an exchange and
progression of thoughts, feelings or ideas towards a mutually accepted goal or
further explains communication as a process by which information is enclosed in
a package and is distracted and imported by the sender to a receiver via a
channel/medium. The receiver then decodes the message and gives the sender a
feedback. Communication requires that all parties have an area of communication
to Webster (2009), defines communication as an act or instance of transmitting
information assign and convey meaning in an attempt to create and share
understanding. This process requires a vast repertoire of skills in
interpersonal processing, listening, observing, speaking, questioning,
analyzing and cooperation occur.
can take various forms, but all forms involve the transfer of information from
one party to the other. In order for the transfer of information to be qualify
as a communication, the recipient must understand the meaning of the
information transferred. If the recipient does not understand the meaning of
the information conveyed, communication has not taken place.
in the Banking industry would not know the industry objectives, so they would
not strive to achieve the industry objectives and also would not know what
their roles and responsibility are; so they will not be able to carryout their
jobs and would not be able to inform workers of changes. The industry would not
be aware of the competitors’ activities and a lot of other things without
is one of the basic functions of management in any banking industry and its
importance can hardly be overemphasized. It is a process of transmitting,
information, ideas, thought, opinions and plans between various parts of the
is not possible to have human relation without communication. However, good and
effective communication is required not only for good and successful business.
Communication is required at various levels and for various aspects in the
industry such as manager employee relations. Effective communication is of
information and decision i.e. an essential component for management employees
unless they are communicated effectively of what he wants to be done, he should
also be sure of some basic facts such as how to communicate and what results
can be expected from that communication. Most of management problems arise
because of lack of effective communication. Chances of misunderstanding and
misrepresentation can be minimized with proper communication system.
communication can be caused by incomplete messages, individual difference. As
human beings, each person is uniquely different from any other person.
Therefore, people may interpret want differently, perceive realities
differently, have variable opinions, attitudes and emotions towards people,
things and events differently they may have different developmental
experiences, intelligence, cultural and political beliefs, all of which may
tend to affect the way they conceive or perceive a message.
Industry: Is a group of productive organizations that produce or supply
goods, service or sources of income.
(2009), sees industry from so many aspect such as:
- Industry as a commercial production and
sale of goods
- As a specific branch of manufacture and
bag (2009) sees banking industry as a sector of an economy used to cover any
form of economic activity, such as “Banking industry” and hence course a very
broad sweep. More specifically, industry is divided into:
Primary Industry – The
acquisition of naturally accruing resource like coal and fish.
Secondary Industry – The
manufacturing of goods, tertiary industry which serves the public as well as
primary and secondary industry includes distribution, transport, warehousing
of the Problem
many industries there is frequent breakdown in communication especially in
large industries.It has been identified that there is a breakdown in
communication between manager and subordinates in the Banking Industry. Most
subordinates in the Banking Industry do not seem to understand the messages
communicated to them by their managers.
managers in the banking industry always use ambiguous languages in
communicating with their subordinates.
are large organization and that makes it difficult for communication to flow
around and there seems to be no cordial inter-relationship between the managers
of the Study
general purpose of the study is to investigate the causes and effects of
ineffective communication in the banking industry. Specifically, the purpose of
the study are:
find out the causes of communication breakdown between managers and
find out why subordinates fail to understand messages communicated to them by
their managers and subordinates.
find out why managers use ambiguous languages or words to communicate with
find out the best way to communicate easily in the banking industry.
establish cordial relationship between managers and subordinates.
are the causes of communication breakdown between managers and subordinates in
the banking industry?
do subordinates fail to understand messages communicated by managers?
are the effects of poor communication in the banking industry?
are the best ways to communicate easily within the banking industry?
can cordial relationship be established between managers and subordinates?
of the Study
research work will be very useful to the management of banks because
communication in organization plays a vital role in enhancing productivity. And
it also integrates the management functions in an organization.
research work will be of benefit to banking staffs because; it will help them
to contribute to the achievement of their organizational goals and objectives.
work will be of benefit to the banking industry because it brings about
utilization, improvement and retention of the various organizational manpower.
study will benefit students on the knowledge of effective communication for
academic use and for use in their prospective working places.
research will be of benefit to future researchers as a source of information
for literature review (secondary data).
of the Study
researcher intends to cover concept of communication in industry, role of
communication, types of communication, cause of communication breakdown,
highlight the barriers to communication in banking industry with particular
emphasis on strategies of how to minimize the incidences of communication
breakdown in an industry.
of the Study
in carrying out any research work which involved information gathering from primary
source (use of questionnaires, personal observation, interview etc). One is
bound to face a lot of problems which limit the achievement of the objectives.
Therefore, it becomes very difficult for one to cover the whole range of the
problem due to the following reason:
is dearth of financial funds to carryout a comprehensive research.
is a problem of not having free access to some vital documents which will help
to facilitate the research work as a result of confidential classification
study is limited by time. The time allocated for the collection of data from
the industry to collide with the lecturer’s hours.
will be very difficult to be able to speak to the highly placed personalities
in order to make enquiry.
Communication is defined as the process of exchanging messages between two
parities with the aim of having such messages understood and appropriate action
taken. In another way round, communication is the exchange of information
verbally or written.
They are processed data or result from logical manipulation of data which
allows decision making.
Data: They are those facts and figures about
people, machines objectives and places etc, which are unprocessed.
Banking: Is defined as a place where valuable
things are kept for save custody.
Industry: Industry is the combination of firms
producing similar goods and services.
Superior: Are referred to as those on the top
ranking of the management i.e. the heads.
Subordinate: Are referred to as those junior staff in
Sender: Is referred to that person who
initiates an idea shared with people.
Receiver: Referred to that person receiving the
message, encode it to understand it.
Encoding: The process of transcribing the message into
symbolic form e.g. through writing, picture and speech.
Repertoire: The works known or regulatory performed by a
performer or company.
Semiotic: To do with meaning, the meaning of words.
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