Influence Of Communication Skills On Job Performance Of Secretaries In An Organization

This study was carried out on influence of communication skills on job performance of secretaries in an organization using federal polytechnic Ede as case study. To achieve this, three significant research objectives were formulated. The survey design was adopted and the simple random sampling techniques were employed in this study. The population size comprise of secretaries in federal polytechnic Ede, Osun State. In determining the sample size, the researcher conveniently selected 119respondents while 110 were received and 100 were validated. Self-constructed and validated questionnaire was used for data collection. The collected and validated questionnaires were analyzed using frequency tables and percentage, and mean and standard deviation. The result of the findings reveals that effective communication have a significant impact on organizational performance. The findings also revealed that there are variety of communication techniques that enhances workers performance in an organization, among which include; good listening ability, nonverbal communication, friendliness, clarity and concision, open-mindedness, respect, empathy, and positive body language. Furthermore, the study showed that he factors which affects effective communication in an organization are; cultural diversity, misunderstanding of message, emotional differences, educational and intellectual differences, among others. In regard to the findings, the study recommends that for effective and efficient organizational performance, management must embrace; more clarity of ideas before communicating; better understanding of the physical and human environment when communicating; purpose of communication must be thoroughly analyzed.

Introduction

1.1 Background of the Study

All human interactions are form of communication. In business organization, nothing can be achieved without effectively communicating with employers, employees, clients, suppliers, and customers.

Business all over the world today is very challenging. To stay profitable in the highly challenging and competitive global market economy all factors at production (i.e men, machine and materials), should be wisely managed. Among the factors of production, human resource constitutes the biggest challenge because unlike inputs, employee management demands skillful handling of thoughts, feelings and emotions to secure highest productivity. Effective office communication plays an important role in this challenge.Communication has crucial impacts among work groups in that office communication is a channel to flow of information, resources, and even policies.

According to Eunju Phd (2009), office communication can be broadly defined as communication with one another in the context of an organization. This type of communication, in turn, includes activities of sending and receiving message through various layers of authority, using various message systemsand discussing topics of interest amongdepartmental groups. However, the effectiveness of this form of communication is engineered by its clarity and influence.

Several studies has emphasized that effective communication can enhance organizational outcomes (Garnelt, Marlowe, & Pandey, 2008; Pandey & Garnelt, 2006). effective communication influence on the perception and opinions about persons, communities, organizations, governments, and even society. As a managerial tool, communication is frequently expected to share information with members, to coordinate activities, to reduce unnecessary managerial burdens and, rules and ultimately to improve organizational performance. (Eunju Phd, 2009).

In organizations, the art of communication cannot be overemphasized; it is the means by which people interact, understand and work with one another. Its represents the bloodstream of organization. This means that nothing can be achieved in an organization without effective communication. Communication skills are important in all human endavours, including business. Even though communication skills are so important to success in the workplace, there are many individuals who find that there is a limit to their communication skills and that they seen to have reached a stumbling block in their progress. This study is therefore focused on influence of communication skills on job performance of secretaries in an organization (a case study federal polytechnic Ede).

1.2 Statement of the Problem

Effective communication helps to drive organizational change and success. It ensures improved delivery to customers and smooth workflow among workers. However, many industrial disputesoriginate 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 (2004), psychologically transmission goes beyond reception of information but understanding and feedback.According to Chudi (2013), In spite of the laudable roles of effective communication in improving organizational performances, it is regrettable that some faculties pay lip service to the maintenance of effective communication systems. The ultimate goal of effective office communication is to facilitate a change in behavior to achieve management objectives(World Bank, 2001). Communication is both a symptom and a cause of organization performance problems. Poorly designed organizations, ineffective processes, bureaucratic systems, unaligned rewards, unclear customer/partner focus, fuzzy visions, values, and purpose, unskilled team leaders and members, cluttered goals and priorities, low trust levels, and weak measurements and feedback loops all cause communication problems, and directly affects organization performance.

1.3 Objective of the Study

The general aim of this study is to examine the influence of communication skills on job performance of secretaries in an organization (a case study federal polytechnic Ede). To achieve this, the study will specifically;

Ascertain if effective communication skills have any significant impact on organizational performance.

Examine the communication techniques that enhances workers job performance in an organization.

Identify the factors that affect effective communication in an organization.

1.4 Research Question

This study will be guided by the following questions;

Does effective communication skills have any significant impact on organizational performance?

What are the communication techniques that enhances workers performance in an organization?

What are the factors that affects effective communication in an organization?

1.5 Hypothesis of the Study

The following hypothesis was formulated and tested for the study

Ho: There is no significant relationship between communication skills and job performance of secretaries in an organization

Hi: There is a significant relationship between communication skills and job performance of secretaries in an organization

1.6 Significance of the Study

The study is potentially beneficial in a number of ways. The findings will;

Provide information to the stakeholders of organizatios on the communication needs, problems, possible solutions and the effects of communication on organizational performance.

Add to the general body o f existing knowledge in the area of communication.

Provide information that would enable the management to provide favourable communication atmosphere necessary for vibrant growth.

Help nurture understanding between the senior and junior staff.

Help control any situation through engaging in suitable communication.

1.7 Scope of the Study

The study is set to examine the influence of communication skills on job performance of secretaries in an organization. The study will further ascertain if effective communication skills have any significant impact on job performance, examine the communication techniques that enhances workers performance in an organization, and identify the factors that affect effective communication in an organization. The study will be carried out in Federal Polytechnic Ede. Thus, the participants for this study will be obtained from the staff of the selected branches.

1.8 Limitation of the Study

In the course of carrying out this study, the researcher experienced some constraints, which included time constraints, financial constraints, language barriers, and the attitude of the respondents. However, the researcher were able to manage these just to ensure the success of this study.

1.9 Definition of Terms

Communication:

Communication is the process by which information is transferred from the sender to the receiver, resulting to a receiver acting or responding to the information appropriately.

Effective Communication:

This is the sending of the right information which will be correctively received and well understood by both the party that sends it and the party that receives it.

Organizational Performance:

Organizational performance consists of the actual output or results of an organization as measured against its intended outputs (or goals and objectives).

1.10 Organization of the Study

This research work is organized in five chapters, for easy understanding, as follows.

Chapter one is concern with the introduction, which consist of the (overview, of the study), historical background, statement of problem, objectives of the study, research hypotheses, significance of the study, scope and limitation of the study, definition of terms and historical background of the study.

Chapter two highlights the theoretical framework on which the study is based, thus the review of related literature.

Chapter three deals on the research design and methodology adopted in the study.

Chapter four concentrate on the data collection and analysis and presentation of finding.

Chapter five gives summary, conclusion, and recommendations made of the study.

Chapter Five

Summary, Conclusions and Recommendations:

5.1 Introduction

This chapter summarizes the findings on influence of communication skills on job performance of secretaries in an organizationusing Federal Polytechnic Ede as case study. The chapter consists of summary of the study, conclusions, and recommendations.

5.2 Summary of the Study

In this study, our focus was on the influence of communication skills on job performance of secretaries in an organization using Federal Polytechnic Ede as case study. The study is was specifically set to ascertain if effective communication have any significant impact on organizational performance, examine the communication techniques that enhances workers performance in an organization, and identify the factors that affect effective communication in an organization.

The study adopted the survey research design and randomly enrolled participants in the study. A total of 100 responses were validated from the enrolled participants where all respondent aresecretaries of Federal Polytechnic Ede.

5.3 Conclusions

In the light of the analysis carried out, the following conclusions were drawn.

Effective communication have a significant impact on organizational performance.

There are variety of communication techniques that enhances workers performance in an organization, among which include; good listening ability, nonverbal communication, friendliness, clarity and concision, open-mindedness, respect, empathy, and positive body language.

The factors which affects effective communication in an organization are; cultural diversity, misunderstanding of message, emotional differences, educational and intellectual differences, group affiliations, positional differences among the personnel, and lack of functional relationship between sender and receiver.

5.4 Recommendation

Based on the findings the researcher recommends that;

For effective and efficient organizational performance, management must embrace; more clarity of ideas before communicating; better understanding of the physical and human environment when communicating; purpose of communication must be thoroughly analyzed.

The organization should introduce a feedback mechanism because it is the only way to measure the success of effective communication system. Without a feedback mechanism, employees feel they are being communicated at and it only breeds discontent.

Consideration should be given to the content and tone of the messages; the languages must be messages the receiver would find valuable; communication with precise messages and are short run often possess long run importance.

All interested parties in communication should be encouraged to be good listeners;

Immediate actions must be accompanied and accomplished with communication; and lastly effective feedback and follow up mechanism process must succeed effective communication.

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