Communication As A Managerial Tool For Efficient Organizational Performance
(A Case Study Of Nitel Enugu)
Effective communication is the cornerstone of efficient organizational performance, serving as a vital managerial tool. Managers who excel in communication foster a culture of transparency, collaboration, and clarity within their teams, enabling seamless coordination and alignment of goals. Through clear articulation of expectations, timely feedback, and active listening, managers empower employees to understand their roles and responsibilities, thus enhancing productivity and minimizing errors. Moreover, transparent communication cultivates trust and engagement, fostering a positive work environment where employees feel valued and motivated to contribute their best efforts towards achieving organizational objectives. Overall, effective communication not only facilitates the dissemination of information but also nurtures a culture of accountability, innovation, and adaptability, essential for sustained organizational success.
The impact of communication as a managerial tool for efficient organizational performance, the study of hand would be based on the relationship between communication and its effect on performance. It will be clear that employees will increase performance with communication efficiency and effectiveness. These would be explained through the use of questionnaire to be given to them and from the secondary data to visit.
The world today is a global village because of communication and this result to increase productivity or efficient and effective performance.
There has not bee a cordial relationship between workers and employers in view age long. In some firms, there has been misunderstanding, conflicts, confusion, frustration and disputes between employees and employees because of policies. Communication gab between superior and subordinates should be enhanced. The performance appraisal can help improve communication in the work place. The need to construct dialogue between the superior and subordinated, most organizations complain of low performance or output while employees complains of ill-treatments.
The data presented and analysed gives insights to communication and is considered as a tool to organizational performance and there are problems affecting effective communication to organizational performance.
Some steps were being taken that will result in industrial peace in most organizations for the economic well-being. However, industrial unrest still exists. The earlier the organizations find out what some of the employees have as dissatisfies the better their industrial harmony and productivity.
Communication should be seen as business life line with this performance appraisal can help improve communication in the work place.
There is need for dialogue between the subordinate.
The sample size is 300 and they have various view which have been humanized with the following findings and objectives.
(1) Communication motivates workers to performance is in line to the theory and practice of various management in integration and coordination of the job.
(2) Hierarchy of authority on which to control the administration through the established chain of commands.
(3) The use of network in the operation is very important in certain duties and cannot be ignored such as Y network, circle network, star network chain network etc all help to increase performance.
(4) Communication motivates workers to be energies in the performance o their duties as a team and individual and prepare to exercise.
(5) Test of hypothesis shows that communication is considered as a tool to organization performance.
(6) Problems still affect effective and efficient communication as shown in the test of hypothesis.
Base on these findings a general assumption can therefore be made so that success of any can be handle and resolves problems affecting communication effectiveness and efficiency for organization performance and communication is a tool to organization performance.
ii Title page
iii Approval page
iv Dedication
v Acknowledgement
vi Abstract
ix Table of contents
CHAPTER ONE
Introduction 1
1.1 Background of the study 1
1.2 Statement of the Problem 3
1.3 Purpose of the Study 4
1.4 Scope of the Study 5
1.5 Research questions 5
1.6 Significance of the Study 6
1.7 Limitation of the Study 7
1.8 Definition of Terms 7
References 9
CHAPTER TWO
2.0 Review of Related Literature 10
2.1 Definition and meaning of communication 10
2.2 Importance of Communication 14
2.3 Types of communication 16
2.4 Implications of communication 34
2.5 Communication Barriers and 37
2.6 Organization system in NITEL Plc 39
2.7 NITEL organigram and history of Nitel 73
References 49
CHAPTER THREE
3.0 Research design and methodology 50
3.1 Research design 50
3.2 Area of study 50
3.3 Population of the study 51
3.4 Sample and sampling procedure/Technique 52
3.5 Instrument for Data collection 54
3.6 Validation of the Instrument 55
3.7 Method of Data collection 55
3.8 Method of data Analysis 56
References 57
CHAPTER FOUR
4.0 Data presentation and Analysis of data 58
4.1 Presentation of data 58
4.2 Summary of Results 70
CHAPTER FIVE
5.0 Discussion, Recommendation and Conclusion 71
5.1 Discussion of Results 71
5.2 Conclusion 73
5.3 Implication of the Research findings 74
5.4 Recommendations 75
5.5 Suggestion for further Research 76
Bibliography 77
Appendix 78
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Our society is a dynamic place in society of technological change and quick decisions are needed which must be made and implemented. These processes require communication. In fact without communication, each individual would merely be Island isolated from all other such Islands.
An organization is born with goals such as the succeed, progress and maintain productivity. It is of course made of human/individuals working as a team to achieve the organization’s goals. Besides organizational goals, these individuals have their personal goals that may agree or conflict with the organizations goals. And so if individuals need communication to succeed, organization more than ever need it.
There is a general belief that NITEL is not efficient, but indolent as a service corporation compared to its South African and other countries counterparts. This no doubt is part of low development experienced in Nigeria.
The above statement coupled with the view that services rendered by NITEL are not what to write home about brought about the issue. Rose by the staff / workers “that communication is the managerial tool to efficient and effective organizational performance rather than activeness or still to performance”. Like I said before an organization needs more than even communication. This is because it has to actualize its goals and this is done through the interaction of men as a staff of the organization with public standing as the consumer of the organization goods and services or through man’s ability to operate the various machineries at his disposal to attain a productive stage when the management refuses or fails to communicate with staff organization policies, before expecting obedience, they lose experts in the field, as these staff might be compelled to resign and scale employment elsewhere. Getting experts to occupy vacancies created by resignation within a reasonable time is usually not easy. At long run the organization suffers.
An organization needs to plan and provide logistics to enable workers perform efficient communication. The NITEL review state “Communication involves a two way process of information transformation from a source to a receiver who decades the information and sends a feedback or response to the sender base on having understood the message”. On its part productivity is all about efficiency in organization. It is measured by what is produced, at what time and what resources cost.
In the light of the above statement it is expected that in every company like NITEL, which is more of engineering, communication is of paramount importance especially. In the network distribution of service. Worst still when there is no communications for the disruption further damage are made Enudu (1999:15) stated that in today’s modern business a manager without adequate information is lost completely.
1.2 STATEMENT OF THE PROBLEM
Onyeka (1999:11) stated that there is no communication if there is no feedback. It is the feedback that enables the sender of message to know that the audience received it and acted on it. Withholding of feedback is another source of break down of communication effect. Silence cannot be interpreted as an agreement or rejecting a support or lack of except in case where it is expressly stated as an indication of either.
This project work in effect tends to address the following problems.
1. The problems affecting communication efficiency in the organizational performance.
2. The problems arising from the inefficiency of the workers caused by the organizational inability to meet their needs.
3. The problem usually encountered in trying to communicate.
4. The problem of physical job factors in ascertaining performance.
5. To determine the relationship between communication to perform.
Communication is the giving of understandable information and getting the desired result. According to Alexander Pope a literary gaint.
“Words are like leaves end where they greatly abound, much fruit of common sense is rarely found”. It is a see saw affairs and ever going and never ending process.
1.3 PURPOSE OF THE STUDY
(1) To find out the advantage of communication in requiring managerial efficiency in an organizational performance.
(2) To spell out its assumptions about the relationship among cost spent, exposure levels, trial rate and regular usage of communicate.
Communication affecting workers performance in NITEL.
(3) Problems affecting communicate efficiency and effectiveness.
(4) How is communication helping the organization to market their services?
1.4 SCOPE OF THE STUDY
This study is limited base on the sect that there is no time finance, and material resources to see to the whole nation. These findings may be valid for the whole organization as far as communication is concerned (NITEL). It focuses on their effects on the operation of telephone distribution services to people in Enugu State.
In conducting the survey, questionnaires and interviews were used. A sample size that will reflect the population of the NITEL selected and data collected was analysed using the percentage and table.
1.5 RESEARCH QUESTION
(1) Do you consider communication as a tool to organizational performance?
(2) How do you feel when there is efficient communication?
(3) What are the problem affecting communication effectiveness and efficiency?
(4) How is communication helping the organization to market their service.
1.6 SIGNIFICANCE OF THE STUDY
The study will be important to the Nigerian Telecommunication (NITEL) Enugu and every other establishment that may use communication. In the organizational performance; it will be a guide for any organization performance, to communicate efficiently and effectively, helps in achieving its objective.
Apart from serving as reference purpose the study will be of help to the general public, customers, managers, supervisors, operators and they will use it as an adjustment procedure and policy through which the performance of each members in control and channel towards their foal congruence. That is in relation to the expectation of objective. It will be important to the supervisor and the written, both will learn from the work-study.
1.7 LIMITATIONS OF THE STUDY
This study should be limited to survey instrument (questionnaire) that will be administered to the operatives, supervisory and management staff of the authority. They depict and represent oral interviews with resident entrepreneurs in Enugu district observed at a common market of average user of telephone. Poor attitude of market users of telephone that resulted their representation by the staff is part of the limitations.
Factors like time and finance to facilitate interior survey in addition to inadequate materials all form the limitations of this study hence they are curtailed. Most respondent for fear of Intimidation is giving out or revealing part of secret business policies would not want to give proper information that resulted in the paucity and dearth of reference materials like journals new papers and textbook in reserve.
1.8 DEFINITION OF TERMS
CUSTOMERS: Buyers of NITEL service
EFFICIENT: Working well, without waste and reduction of
cost.
EFFICIENT: Producing the desired result by way of good
performance.
ORGANIZATION: A group of people with special purpose
planning of parts so as to form an effective whole.
MANAGERIAL: Management responsibility or duties.
LOGISTICS: Activity involving plan, provide to objective.
TECHNOLOGY: Knowledge dealing with scientific and industrial
methods and the practical use in industry.
SUBSCRIBER: Someone who receives the use of service over a
period of time far which they pay telephone bills.
NETWORK: A large system of wire that cross one another of
which are connected with one another for information.
NITEL: Is an abbreviation Nigeria Tele Communication.
Communication As A Managerial Tool For Efficient Organizational Performance:
Communication is a critical managerial tool for achieving efficient organizational performance. Effective communication within an organization can have a profound impact on productivity, employee morale, and overall success. Here are key aspects of how communication serves as a managerial tool for efficient organizational performance:
- Clear Direction and Goals: Managers must communicate the organization’s mission, vision, and goals clearly to all employees. When employees understand what they are working towards, they are more likely to align their efforts with these objectives, leading to greater efficiency.
- Delegation: Effective communication allows managers to delegate tasks and responsibilities efficiently. When managers communicate expectations, deadlines, and responsibilities clearly, employees are more likely to perform their duties effectively and without confusion.
- Motivation: Communication can be a powerful motivational tool. Encouraging words, recognition of achievements, and feedback on performance can boost employee morale and motivation, leading to higher productivity.
- Conflict Resolution: Conflicts are inevitable in any organization. Effective communication skills enable managers to address conflicts promptly and constructively. Resolving conflicts in a healthy way prevents them from escalating and disrupting the workflow.
- Feedback and Performance Evaluation: Regular feedback is essential for employee growth and development. Managers should communicate constructive feedback to help employees improve their skills. Performance evaluations should be transparent and based on clear communication of expectations.
- Information Flow: Managers are responsible for ensuring that information flows smoothly within the organization. Whether it’s through meetings, emails, or other channels, information needs to reach the right people at the right time to make informed decisions and take appropriate actions.
- Team Collaboration: Effective communication fosters collaboration among team members. Managers can facilitate discussions, brainstorming sessions, and knowledge sharing, which can lead to innovative solutions and increased productivity.
- Adaptation to Change: In today’s fast-paced business environment, organizations must adapt to change. Managers need to communicate changes in strategy, procedures, or goals clearly and provide context to help employees understand and embrace change.
- Crisis Management: During times of crisis, effective communication is crucial. Managers must communicate transparently, providing updates and reassurance to employees and stakeholders. This can help maintain trust and minimize disruptions to operations.
- Employee Development: Managers should communicate opportunities for training, development, and career growth. This not only enhances employee skills but also increases their loyalty to the organization, which can improve performance and reduce turnover.
- Listening Skills: Communication is not just about talking; it also involves active listening. Managers should encourage open dialogue, listen to employee concerns, and take appropriate action based on feedback.
- Communication Technology: Utilizing modern communication tools and technology can streamline communication processes. Platforms like email, video conferencing, and project management software can enhance information sharing and collaboration.
In conclusion, communication is a fundamental tool for managers to ensure efficient organizational performance. Effective communication fosters understanding, motivation, and collaboration among employees, leading to increased productivity and success for the organization as a whole. Managers who prioritize clear and open communication can create a more productive and harmonious work environment.