OFFICE COMMUNICATION SKILLS AND ORGANIZATION PERFORMANCE IN THE BANKING INDUSTRY IN RIVERS STATE

Code No: 488204

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ABSTRACT

This study was carried out on office communication skills and organization performance in the banking industry using First Bank Plc. Rivers State 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 staff of First Bank Plc. Rivers State. In determining the sample size, the researcher conveniently selected 119 respondents 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.

CHAPTER 1

CHAPTER ONE
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 systems and discussing topics of interest among departmental 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 office communication skills and its impact on organizational performance.