CHAPTER ONE
INTRODUCTION
1.1. BACKGROUND OF THE STUDY
Communication
is a discipline that embraces all aspects of Human life. It forms all our
actions and inactions in relationship to others. Communication takes place all
the time. It can manifest itself in symbolic, verbal and non-verbal forms.
Communication
is essential for social interaction. It helps in understanding ourselves,
keeping in touch with other people, understanding them and being able to
predict their response.
Communication
particularly in business organizations provides a means by which power is
acquired, exercised, shared and sustained. It is a medium by which
relationships are established, extended and maintained. It is the means by
which people in business organizations, politics, etc, act, interact, exchange
information, ideas, develop plans, proposals and executes them.
Business
and organizational communication help to orientate workers to their jobs as
well as helping the supervisors to monitor the activities of the workers. Communication is an extremely invaluable
asset in human organizations that explains why it has been described as the
lubricant which keeps the intricate machinery of the organization going.
The
term communication has been defined variously by different scholars. To Eyre
E.C. communication is not just the giving of information, but also the giving
of understanding of the message. On the other hand, Frank Ugbojah (2011),
communication is a process which involves all acts of transmitting messages to
channels which link people o the language and symbolic codes which are used to
transmit message. It means messages are received and stored, and the roles,
custom, conventions which define and regulate human relationship.
Defining
communication within organizational context, Gerald M. Haben (2003) asserted
that communication is a process of creating and exchanging messages within a
network of interdependent relationship to cope with environmental uncertainty.
Essentially however, communication is achieved or accomplished when it is able
to provoke the desired response; but when the communication cannot communicate
to the other person effectively, communication gap automatically exists. In
other words, when information is wrongly conveyed, misunderstanding and
misinterpretation crops up.
Directives
from the top management are passed down to subordinates. Meetings are held
where information are passed to the staff in oral form. No matter how small or
big an organization is, it is composed of individuals each of whom is charged
with specific duties and responsibilities in order to achieve the set goals.
There must be effective communication otherwise; it might lead to lack of
understanding which may result in a very chaotic situation like strife,
misinterpretations, labour unrest and low turnover and the organization not
being able to meet its target.
1.2. STATEMENT OF THE PROBLEM
The
organizational management of Access Bank Maraba has been doing well since its
inception. At a time, the staff and management had a dispute that lasted for a
very long period of time. Some people
were of the opinion that the cause of this has been the lack of properly
established communication system. Some maintained that the management is
involved in hoarding information from the staff and worst still; the management
does not enhance or encourage bottom-up flow of communication.
This
research work is therefore designed to identify the effect of communication as
a major tool in directing function of management in Access Bank PLC.
1.3. OBJECTIVES OF THE STUDY
This
research s aimed at suggesting ways on improving communication process in the
management of Access Bank, Maraba and other companies so that efficiency and
productivity is enhanced.
The
researcher will provide answers to the following:
i.
To
evaluate and analyze the flow of communication in Access Bank, Maraba;
ii.
To
identify the method of communication in the organizational management of Access
Bank, Maraba;
iii.
To
find the cause of communication gap in the management of Access Bank, Maraba
iv.
To
investigate into the effects of the problems;
v.
To
suggest ways of bridging the gap in communication in the sad management and
other similar companies, all over the country would have come to identify
remote causes which have constituted to the problem of communication. It would also help in reducing disputes and
labour unrest caused by communication gap.
It
would also serve as a guide to those who might serve as consultants to business
organizations on how to approach the problems of communication gap in an
organization for the achievement of the goals and objectives of such
enterprises.
1.4. RESEARCH QUESTIONS
This
research study is designed to provide answers to the following questions:
i.
What
do you understand by communication in your own point of view?
ii.
What
are the different methods of communication in Access Bank Maraba?
iii.
Are
there problems in communication in the above named organization?
iv.
What
are the effects of communication gap in the above management?
v.
Are
there possible ways of bridging the gap?
1.5. SGNIFICANCE OF THE STUDY
No
society, organization or office can exist for more than a few days without
communication. In an organization,
communication helps to make work purposeful. It gives meaning to the job.
Organizations exist through communication. It is the essence of organized
activity and the basic process out of which all other functions derive.
The
importance and purpose of communication in an organization are as follows:
i.
Information
and persuasion: In the idea case and for the best working atmosphere, everyone
in the firm should be helped to know what the plans are and how they affect him
or her and how the plans are to be achieved.
ii.
For
identification purpose: By means of effective communication, orders or commands
are issued with the aim of inducing co-operation, obedience and high morale.
Identity or co-operation is more easily achieved when goals are clearly and
concisely communicated.
iii.
To
aid understanding and commitment: To aid employees in obtaining better
understanding and appreciation of the organization’s policies, practice,
problems and responsibilities.
iv.
To
build up workers’ sense of security: Communication with workers gives the
confidence, feeling of recognition, and a sense of security. E.g. a clear
statement as to how their respective jobs fit in the scheme of things.
1.6. SCOPE OF THE STUDY
This
research work is limited to Access Bank located at Maraba, Delta State. It also
covers the causes and effects of communication problem or gap experienced by
the organization since its establishment.
1.7.
LIMITATION
Finance
constituted a constraint in this research work as well as other management
obligations which must also be met.
1.8. OPERATIONAL DEFINTION OF TERMS
i.
Transmitter: Also known as sender,
source, encoder, communicator, and originator. There must be a sender without
whom there is no communication His position in the communication process is
vital because he determines not only the objectives, the messages or symbols,
and the method but also the target of the communication.
ii.
Message: There must be a message,
information, idea, belief, instruction, order, etc. the message is usually
encoded n symbols before being transmitted. Also without a message, there is no
communication for there will be nothing to send or receive.
iii.
Transmission: Also known as channel,
expression, method, means. A message (information, idea, belief, instruction,
order, advice, etc) must move out of the sender, i.e. transmitted or expressed.
E.g. through speaking, writing, drawing, acting, signing, etc. if a message is
not transmitted or expressed but remains in the mind of the source, then there
s no communication.
iv.
Receiver: Also known as destination,
target, decoder, etc. the transmitted message must be received. This means that
communication is a two-way process. At least two people must be involved before
communication can occur.