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)
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.
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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