ACHIEVING ORGANIZATIONAL OBJECTIVES THROUGH EFFECTIVE COMMUNICATION (A Case study of Bank PHB PLC, Kaduna)
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ACHIEVING ORGANIZATIONAL OBJECTIVES THROUGH
EFFECTIVE COMMUNICATION
(A
Case study of Bank PHB PLC, Kaduna)
ABSTRACT
Effective communication in any organization,
regardless of its type and size remains critical to the achievement of
organizational objectives. This is more
so, when any break communication will result in chaos, misunderstanding and
conflict. Bank PHB, PLC lays great
emphasis on both oral and written communication for the successful
accomplishment of its goals and objectives.
The objectives of this study therefore are;
to find out different methods and channels of communication and how these can
best be used in achieving organizational goals.
It was to also find out the barriers and problems of communication and
how they can be solved. Consequent upon
which, some recommendations were to be made on how organizations can improve
their system of communication for optimum performance and higher
productivity. The study adopted the
descriptive method through structured means.
The data collected for this study were qualitative. Therefore, the
research relied on descriptive analysis.
A summary of the findings indicate that
effective communication is an important factor for any organization that wants
to achieve its objectives. While it was
also discovered that ineffective communication could lead to difficulties such
as breakdown in communication, low morale, industrial conflict and low
productivity.
The study proffers strategies to overcome
the identified problems and also improve on the existing means of
communication.
CHAPTER
ONE
INTRODUCTION
1.0
INTRODUCTION
Communication
is the glue that holds organisations together.
Communication assists organizational members to accomplish both
individual and organizational goals, implement and respond to organizational
changes, coordinate organizational activities, and engage in virtually all
organizationally relevant behaviours.
Yet, as important as this process is, breakdowns in communication are
pervasive. The anonymous with who
said “I know you believe you understand
what you think I said but I am not sure you realize that what you heard is not
what I meant” was being more than humorous; she or he was describing what every one of us has
experienced: a failure to communicate.
To the extent that
organizational communications are less effective than they might be,
organizations will therefore be less effective than they should be. For example in many companies, new employee
orientation programs represent the first important opportunity to begin the
process of effective communication with an employee. At Marriot International, the worldwide hotel
and resort chain, 40 percent of new employees who leave the organization do so
during the first three months on the job.
At least that had been true historically. Recently, the rate of departures has been
significantly reduced because Marriot has embarked on a concerted effort to
improve the content and manner in which it communicates with new employees
during orientation. In addition to
formally providing more information, each new employee is assigned a “buddy”
who serves as a vital communication link to which the newcomer has unrestricted
access. Marriot helps ensure that its frontline service personnel communicates
effectively with their guests by ensuring that Marriot Communicates effectively
with its employees starting from their very first day on the job.
It would be extremely
difficult to find as aspect of a manager’s job that does not involve
communication serious problems arise when directives are misunderstood, when
casual kidding in a work group leads to anger, or when informal remarks by a
top-level manager are distorted. Each of
these situations is a result of a break down somewhere in the process of
communication.
Accordingly, the pertinent
question is not whether managers engage in communication inherent to
functioning of an organization. Rather,
the pertinent question is whether managers will communicate well or poorly. In other words, communication itself is
unavoidable. Every manager must be a
communicator. In fact, everything
manager communicates something in some way to somebody or some group the only question is “with what effect?” This
point will become apparent as you proceed through the chapter. Tremendous advances in communications and
information technology among the people in organizations leaves much to be
desired. Communication among people does
not depend on technology but rather on forces in people and their
surroundings. It is a process that
occurs within people. Below is a simple input-out diagram showing the process
of communication flow and evaluation.
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Communication also serves
as an instrument of social interaction. It help us to understand people, to
understand them and predict their responses to situations. It is a means by which power is acquired,
exercised and sustained; it is the medium through which relationships are
established, attained and maintained. It
also provide a means by which people in business world wide communicate,
exchange information and developed plans.
Communication helps orient workers to one another to achieve the goals
of the organization.
Communication is the
lubricant that keeps the machinery of the organization, it is the means through
which roles are identified and assigned.
It is the life blood of an organization.
The above consideration of communication emphasizes its importance in
human skill. To organise is to
communicate. Thus no organization can
survive without effective communication in achieving its objectives.
Human skills are all the
skills that are required in order to understand other people and interact
effectively with them. Managers need these human skills most in every aspect of
their work especially in directing, since their main job is to get things done
through people working with them and for them.
An effective communication is one of the human skills all managers must
possess, which is the ability to transfer information effectively. This should be complemented with the welfare
of the staff which induces health care, promotion, accommodation, and staff
development.
In an organization, the
threat and weaves everything together is communication, it keeps internal
operation running smoothly and at same time it fosters good relation with
people outside the organization.
Business men have to communicate in different ways to persuade people to
patronize their business.
Successful communication
is a two way process, a manager has to be attuned to the reaction of people to
what has been said and more importantly to listen to what they have to say in
return. “in this modern age, virtually life is modelled by both the message and
the medium” in a home, there is the need for communication among the members of
the Family. In the class room too, there
is also the need for a teacher to
impart knowledge to the students. In the
business world-wide, communication must take place to keep such a business
alive and active functioning. The manners at which people work and coordinate
their efforts in achieving organizational objective depend greatly on how well
they can communicate. Communication in
an organization helps in the coordination of two or more people working
together to achieve a common objective.
It helps in solving and innovation of problems as problems are solved
say in day out in the organization. For
managers to lead effectively information skills training in the organization
for managers to lead effectively, informing and influencing subordinate, peers,
and supervision, is necessary. Also, in
appraising and regulating the performance of the human resources, there is a
direct relationship between communication skills training in the
organization. Furthermore, in appraising
and regulating the performance of the human resources, there is a direct
relationship between communication and productivity. Employees work more effectively when managers
show them that they are valuable to the organization through passage of memos,
policy manuals written evaluation etc.
Managers have to make communication clear for them especially in matters
that affect them directly. Lacham and Mescon (1985) say “Even the best efforts
to encourage good will and productivity will fail if a manager in one syllable
barks”.
The need for effective
communication in an organisation is great concern to both management and
employees. Management awareness of the
importance of communication is evidenced by the fact that: “Nigerian business men and industries spend a
huge amount of money annually on improving communication with employees”. However, “Despite the importance of communication
in most organization” This project
therefore, intends to examine how ineffective communication can affect the
objectives of an organization. It will
also seek ways of achieving excellent communication in order to achieve the
objectives of the organization with special reference to Bank PHB PLC, Kaduna.
1.1 HISTORY AND BACKGROUND
OF THE STUDY
The Bank was formally
known as Habib Bank limited which was incorporated as a private limited
liability company in November 1982. It
was granted Banking licence on 7th
March, 1983 and recommended on 16th May of the same
year. Bank PHB was formed 1st March, 2005
as a result of liquidation and unreliable and constant complains of the
customers. As a result of this prevalent
situation in the system, a measure was taken to ameliorate the problem. Thus, the issue of a merger and acquisition
comes up. A target was given to every
bank operating in Nigeria;
to meet the sum of 25,000,000.00 (Twenty Five Million Naira) was set as target
for every bank. This led to the bank
coming together so as to meet up with the target. Platinum bank negotiated with
Habib Nig bank Ltd and after several consultation, they reached an agreement
and became Platinum-Habib Bank PLC on 1st March 2005.
The objective of this was
to assuage the prevalent problem in the banking sector without customers having
fear and doubt to transact any form of business with them. This has been introduced and maintained as a
banking style with a difference in Nigeria. Bank PHB has developed
sound bank with branch network in all states of the federation and the capital
territory, Abuja. The Bank also provides financial and
technical assistance to the public and private sector organization within the
frame network of the financial plan and policies of the Nigerian government.
Mobilization of deposits
by encouraging savings through the introduction of effective banking services
and effective advertising programmes enabled bank PHB to venture into full
range of rental banking services tailored to the needs of all services and
professionalism with a difference. The
main trust of the banks philosophy is the provision of quality service with
emphasis not only on the enhancement of socio moral standards but also on the
need to be responsive to the requirement and aspiration of the communities in
which they serve. The board is presently
composed of 7 Nigerians and 5 Pakistanis with Mr L.K Abiola as chairman while
Mr Akin Kekere Ekun, (OFR) is the Managing Director and Chief Executive Officer
(MD/CEO). The bank started operation
fully 1st March,
2005 as Platinum-Habib Bank PLC.
All 58 branches are fully automated while plans have also reached an
advanced stage in their conversion to computer on-line real time system. The
management of PHB Plc are in the continuous process of training and development
of their organization and their staff welfare, to meet up with the current
challenges in the market.
1.2 STATEMENT OF THE PROBLEM
In order to achieve the
set objectives of any organisation, there must be effective communication
within the organization and with its environment. When communication is poorly handled, there
are bound to be problems of misunderstanding between management and employee in
the organization.
The researcher has
observed that most organizations experience the problem of distortion of
information and misinterpretation of messages which can cause a lot of
instruction given by the superior officer not to be properly carried out by the
junior officers or even ignored.
Another problem, which
affects organizations mainly, is the nature of its hierarchy. If there are too
many levels in the hierarchy; the tendency is for a message to become distorted
before going through all of them. The
policy of communication in the organization is a related factor, if the
organization is maintaining an open or close door communication policy. The pen door policy is certainly better
enhanced through organizational growth where-as the reverse is the case with
the close door communication policy.
Other associated problems such as culture, values, sentiments, mental
state and physical health of individuals on any given day, etc can also affect
the flow of communication in some organizations.
The research therefore,
intends to find out how these problems can affect the objectives of the
organization and proffer ways of minimizing and if possible eliminating these
problems.
Furthermore, the
individual organization must be careful to always ensure the appropriateness of
the choice of the medium of communication because the mistake made at that
stage of the communication process in the organization is bound to affect the
other stages negatively.
1.3 OBJECTIVES OF THE STUDY
The research will no doubt
show that importance of communication has gone a long way in affecting the
objectives of any organization. Most
managers and management give little or no attention to the importance of
communication in their organization, yet, communication may well be said to be
the most critical element in human resources system in achieving the objectives
of the organization, since effectively downward communication is fundamental in
making all of the other subsystem of human resources management operational
also improve communication represents the single most cost effective means of
improving productivity and performance.
The objectives of the study include:
a. To find out different methods and
channels of communication and how best these can be used in achieving
organizational objectives.
b. To find out the barrier and problems of
communication and how they can be solved.
c. Finally, to give recommendation on how
organizations can improve their communication system for higher and effective
performance and higher productivity of the organization.
1.4 RESEARCH
HYPOTHESES
The term hypothesis has
been defined in various ways, by different scholars; Goal and Haff (1953)
defined hypothesis as a question put in such a way that an answer of some kind
can be forth coming. While, Chambers Twentieth Century Dictionary defines the
concept as a supposition or proposition assumed for the sake of argument: a
theory to be proved or disproved by reference to facts. At this point two
hypotheses have been propounded viz:
HO: Effective Communication does not bring about
achieving organizational objectives.
HI: Effective communications brings about
achievement of organizational objectives.
1.5 JUSTIFICATION
OF THE STUDY
Communication can be said without any
fear or contradiction that it has attracted great attention and this is because
of its immense benefits to life as a whole and to the life of any
organization. There has been great
interest and discussions on the subject of communication. Most organizations are only effective when
the desired result envisaged before the communication is achieved. A study into organizational communication and
how its effectiveness helps in achieving its objectives. Therefore it is relevant to bring out such
lapses that are inherent in most organizations.
1.6 SCOPE
AND LIMITATIONS OF THE STUDY
There are several
limitations to the successful collection of relevant data for the completion of
the work.
The other major problems are as
follows:
1. Time: Seeing the two objectives of pursuing the
academic work and within a given time for a project of this nature. To this end, the researcher had limited time
to execute this project within the given time frame.
2. Finance: Considering the present economic situation
in the country, the cost of limited project and researcher has to work out
various financial modalities so as to be able to complete the work with the
little financial resources available to him, thus avoiding other necessities.
3. Availability of Date: It is very difficult to get the full details
of data wanted for what are termed officially secret. Therefore, a research has to make use of
limited data at his disposal in making the project successful.
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