CHAPTER ONE INTRODUCTION 1.1 Background to the Study According to many academics in the discipline, it is reasonable to suppose that communication is the way through which humans form connections, coordinate actions, and maintenance organizations. Organizations, in reality, create human networks. These individuals must communicate with one another to complete the duties required to achieve the organization's objectives. Given that 'communication' and 'organization' are abstract terms, both managerial and employee duties in an organization are frequently challenged with communication complications (Amine Belmejdoub 2017). So, to discover what the communication's subject is, these two notions must be de-mystified and made tangible. Who is involved in this? What exactly is the point of communication? Furthermore, empirical study has revealed that excellent communication is one of the most important characteristics of leadership. The notion that some people are born leaders and that others will never learn to lead effectively is no longer valid. The belief that leadership and communication abilities can be learned has taken their place. Every organization's primary goal is to save money and time. What is the relationship between these two notions and good communication? Effective communication has a positive impact on every connection in life; it is essential for personal success, corporate success, non-profit organization success, and family success. Time can be saved, though, by using clear and understandable communication. Money can also be saved through total quality communication, which indoctrinates a very effective yet simple communication process that allows for a clear message to be sent, overcomes communication barriers, ensures the right message has been received using the appropriate medium, and finally allows for appropriate feedback to be built. For the business, family, non-profit, and government, whole quality communication means reaping significant rewards and attaining 1 success. Increased profit, not just for the company, but also for personal profit and success, whether as an employee, a business associate, or a manager, is what is meant by business success. Communication is the process of transmitting a message through many mediums; it can be spoken or nonverbal, formal or informal, as long as it conveys a thought-provoking idea, gesture, movement, or other forms of expression. Communication is a skill that can be learned. Although most people are born with the ability to speak, we must learn to speak clearly and efficiently. We learn speaking, listening, and our ability to interpret verbal and nonverbal meanings in a variety of ways. Observing other individuals and modeling our behaviours after what we see is how we learn basic communication skills. However, it is critical to emphasize that information is useless unless it is delivered to the person who will receive it or who requires it. Communication, therefore, is the process of transmitting, disseminating, or passing information from one person to the other or from one place to the other. In other words, communication is the process of creating, transmitting, and interpreting ideas, facts, opinions, and feelings. It is a process that is essentially a sharing one, a mutual interchange between two or more persons. In addition, communication is the exchange of information between managers. (Aidin & Mirjana 2018) Lovlyn (2016), claims that organizational development necessitates the use of communication. It infiltrates every part of a business. It is a vital instrument for social interactions as well as a platform for the establishment and maintenance of all relationships. Communication is the process of conveying common information via the use of symbols. The word "communication" comes from the Latin word "communism," which means "to share." Sharing denotes "participating" and "collaborating," therefore it is a social activity, but there is no communication unless a shared understanding is reached through the transmission of symbols (verbal or nonverbal). Effective managerial communication is critical to achieving 2 organizational objectives. Managers who want to enhance their communication skills must first improve their message - the information they want to convey. Second, they must increase their knowledge of what others are attempting to communicate to them; they must seek to understand others as well as to be understood. While an organization's physical location, purpose, and objectives are all important, members of the group also have their own goals. All of these factors interact in the workplace, resulting in what we call organizational climates. Ineffective communication in a company, on the other hand, can lead to ambiguity, apprehension, and unhappiness, all of which lead to lower productivity. As a result, managers must effectively interact with their workforce. The ability of a manager to communicate effectively determines how well he achieves company objectives. The fact is that many CEOs still don't grasp what communication is or how important it is to a company's success. Strikes and lockouts are less likely when there is effective communication among employees. When communication is ineffective, organizational aims and goals might be defeated. Communication deficiencies have resulted in waste and costly blunders. As a result of the preceding scenario, a critical evaluation of the role of communication in organizational strategic management is required. 1.2 Statement of the problem Any organization has its mission in which corporative objective is driven for better attainment and increase organization profitability. Thus organization requires skilled human resources to achieve the set corporate objective. These human resources require clear, concise, and complete information for better implementation and success of the business. Therefore, effective communication as a strategic tool for organizational success emphasizes learning teamwork, safety, innovation, and developing the quality of decision making. Also, effective communication encourages formal channels of communication through the use of official letters, telephone, regular memos, and training. However, Osun State Polytechnic, iree and 3 Osun State University Osogbo are like any other public organization in the country have their objective to be achieved. Thus employees are required to communicate with each other within and outside the department to share ideas, and experiences and achieve the corporate goals at the optimal level. But in Ire Polytechnic communication was observed to be a big problem simply because both employees do not follow the formal channels of communication resulting in the delivery of unclear, incomplete messages and delay of messages to the destination point. All of these led to poor relations at the workplace and difficulty in implementing the set objectives at the optimal level which aimed to enable its dwellers to raise their standards. Moreover, the existing situation in the institution causes distress for employees, students, dwellers, and school management who often want more information than is usual. This has forced the researcher to conduct a study to investigate the factors hindering effective communication breakdown and its effect on managing and enterprises. (Mwambebeule 2013). 1.3 Research Questions ❖ What impact does communication have on achieving organizational strategic goals? ❖ What factors prevent effective communication in the delivery of services? ❖ What measures can be put in place to eliminate the communication breakdown/problems To improve quality service delivery? ❖ What is the most suitable pattern of communication adopted? 1.4 Objectives of the Study ➢ To evaluate the impact of communication in achieving the organizational strategic goals ➢ To investigate factors that prevents effective communication in the delivery of service. ➢ To establish measures that can be put in place to significantly reduce Communication breakdown/problems to improve the quality of service. ➢ To find out the most suitable pattern of communication adopted. 4 1.5 Hypotheses of the Study The following null hypotheses were formulated for testing Ho(i) There are no communication Channels used in achieving the organizational strategic goals Ho(ii) There are communication Channels used in achieving the organizational strategic goals Ho(iii) There is no suitable pattern of communication adopted. Ho(iv) There are no measures that can be put in place to reduce the communication breakdown/problem to improve the quality of service delivery. 1.6 Significance of the Study The study is expecting to come up with the knowledge of examining Communication Breakdown and its effects on managing enterprises at Osun State polytechnic, Iree and Osun state University, this study will help in understanding how effective communication between employees and top management affects the work performance in the organization. Secondly, the study will make contributions to expanding literature on issues related to factors hindering effective communication between top management and employees at work organizations. The results from the study will be more useful to decision-makers, policymakers, Nongovernmental organizations, civil society organizations as well as National and International organizations dealing with the management of human resources who are the engineers of the organization's success. The purpose is to make effective use of potential talented human resources. 1.7 Scope of the Study The study is based on the study of communication breakdown and its effects on managing enterprise a case study of Osun State Polytechnic, Iree and Osun State University involving school management, staff, and institution members among others. 5 1.8 Definition of Terms Communication: Communication is defined as the process of exchanging messages between two parties to have such messages understood and appropriate action can be taken. Organization: is defined as a group of people with common goals to achieve Populations: This is defined as a group of people who are similar in or more ways and which form the subject of study in a particular study. Sample: A sample is defined as a fractional represent actives of an object from which inferences are drawn. Information: information is processed data or results from logical manipulation of data which allows decision making. Data: Data are those facts and figures about people, machines, objectives, places e.t.c are processed. Superior: This is a term used to refer to people on top levels of management. Subordinate: These are those low-rank workers that carry out the duties passed to them Receiver: This is referred to as the person that receives the message recording it to understand it. Encoding: This is the process of translating the message into symbolic form e.g through writing, picture, and speech. Feedback: This is the final step of the process that ensures the receiver has received the message and interpreted it correctly has received the message and interpreted it correctly as it was intended by the sender. 6 CHAPTER TWO LITERATURE REVIEW Introduction This chapter discusses the extensive review of existing works related to the research. This includes conceptual review, conceptual framework, empirical review, theoretical review, and theoretical framework on the research topic of examining communication breakdown and its effects on managing enterprises and other relevant theories associated with the research topics. Other research concepts and systematic theories will be reviewed and analyzed in connection with this study 1.1 Conceptual Review Communication and Organization Communication is the process of transmitting a message through many mediums; it can be spoken or nonverbal, formal or informal, as long as it conveys a thought-provoking idea, gesture, movement, or another form of expression. Communication is a skill that can be learned. Although most people are born with the ability to speak, we must learn to speak clearly and efficiently. We learn speaking, listening, and our ability to interpret verbal and nonverbal meanings in a variety of ways. Observing other individuals and modeling our behaviours after what we see is how we learn basic communication skills. However, it is critical to emphasize that information is useless unless it is delivered to the person who will receive it or who needs it. The process of conveying, disseminating, or passing information from one person to another or from one location to another is referred to as communication. Communication, in other terms, is the process of generating, transferring, and interpreting ideas, facts, views, and feelings. It's a procedure that's essentially a sharing one, with two or more people exchanging information. Furthermore, communication refers to the sharing of information between management. Aidin and Mirjana, (2018) 7 Communication and Strategic Management Defined Communication has been defined and explained in different ways by intellectuals of diverse interests and disciplines in management, psychology, and sociology. Communication touches every aspect of life including domestic, business, and social interactions. Communication is the use of words, signs, and symbols to interchange ideas, emotions, facts, and information by two or more persons. (Lovlyn 2016), also defines communication as a process that involves the transmission of a message or information through a channel from a sender to a receiver. From a wider perspective, communication is a process by which information is passed between individuals and organizations employing previously agreed symbols. Communication as Essential Tool for Achievement of Strategic Goals in Organization Strategic Management is the process through which an organization defines how it will aim to attain the long-term objectives stated in its mission statement, according to (Lovlyn2016). As a result, a strategic plan is a blueprint for action that can subsequently be transformed into a full-fledged company plan. Organizational success necessitates strategic management. It is the dynamic aspect of management that allows the organization to achieve its long-term goals in a competitive marketplace. Due to the increasing complexity of modern business organizations, the strategic dimension of management has grown in importance in recent years, which comments that "what business strategy is all about, In a nutshell, competitive advantage. There would be no need for strategy if there were no competitors because the entire aim of strategic planning is to enable the organization to gain a sustainable edge over its competitors as efficiently as feasible." As Image correctly points out. "What matters is not how much a manager talks, but what he says." That is why some researchers define communication as the process by which members of an organization interact with one another by exchanging ideas, facts, and sentiments via words, letters, memoranda, symbols, and bulletins. In this context, 8 communication and corporate success are inextricably linked. To achieve corporate goals, the manager must be able to transfer information, ideas, attitudes, and sentiments through the communication process. It is clear from the numerous submissions that communication entails much more than the transmission of information between people; it should be stressed, however, that feedback is essential for communication to be meaningful and full. Feedback informs the sender whether or not the message was received in the manner intended and appropriately interpreted to achieve the intended goal. Managers are effective to the extent that they can communicate instructions, ideals, and feelings both within and outside the organization. Management communicates skills and information to members for them to carry out strategic tasks. According to (Lovlyn 2016), the exact word used in communication carries 7% of the meaning, tone conveys 38%, and body language conveys 55%. As a result, the most important part of effective communication is not what you say, but how you say it and how you express it. Two important managerial tasks supported by communication were outlined in an attempt to justify the importance of communication in the achievement of the organization's strategic goals, the supply of a vehicle through which a plan of action may be carried out, as well as the provision of a means by which organization members can be inspired to carry out corporate strategies gladly and enthusiastically. As a result, the issuance of instructions and participative reaction is completely dependent on communication. As a result, he defined four primary functions of communication in management, which are as follows: ❖ Information function: Communication provides information needed for decisionmaking. Motivational function: communication permits the expression of feelings and the satisfaction of social needs. ❖ Communication serves as the lifeblood of an organization because through it employees understand their role in a system. 9 ❖ It is the tool through which effective control of organizational activities may be instituted. It could be inferred from the above that organizational activities and operations, which are normally performed by employees are achieved using effective communication as an indispensable instrument. Types of Communication There are three basic types of communication namely: verbal/oral, written, and non-verbal communication. Verbal Communication: This takes place mostly in a face–to–face situation/relationship. It can also be extended to the use of instrument/electronic devices such as telephone and public address systems. The most important factor is that the human voice is heard. Written Communication: This requires competence in writing and reading skills. In written communication, oral messages are translated into alphabetic symbols, words, and sentences. Non-Verbal Communication: This is communication without the use of words and letter symbols. Information and messages communicated non-verbally are neither written nor spoken instead; such messages are communicated through our physical environment, body movement, drawing, and pictures including sign language. The general categories that are especially important to communication in international management are Kinesics and Proxemics. Kinesics: This refers to the study of communication through body movement and facial expression. The primary area of concern is posture and gestures. Proxemics: This is the study of the way people use physical space to convey messages. For example in the United States, there are four “distances” people use in communication on a face-to-face basis. An intimate distance is used for very confidential communications. Personal distance is used for talking with family and close friends. Social distance is used to handle most business transactions. Public distance is used when calling the room or giving a talk to the group. 10 2.1.1 Conceptual Framework Source: Nayebale (2017) In the above conceptual framework, the most commonly used communication channels include letters, e boards-mail, and telephone; these however are affected by factors such as corruption, and physical and language barriers. All can be put right through message feedback, availability, and regular. Communication channels Used in an Enterprise. Today, with the help of media richness theory, it has been realized that the appropriate choice of the communication channel (medium) contributes significantly, to the success of a message in an Institution. Appropriate choice helps senders communicate clearly, and saves time and money. Therefore, examining the various communication channels to understand their appropriate use is important as discussed below. 11 Letters These are formal written organizational documents used in an Institution. They are relevant communication channels in service delivery especially if one wants to convey important information for example invitations for meetings, appointments such as job offers or refusals, promotions, awards and honors, and other kinds of special announcements. Also, they are an appropriate channel for certain attempts at persuasion, such as soliciting contributions to a special cause, asking someone to speak to a group, or proposing the acceptance of an idea. E-Mail Message E-mail is another communication channel used by employees in service delivery, it is instantaneous and is available to anyone with a computer terminal via the website. In an enterprise, it is useful for example when an employee who has a great idea, but who is afraid a superior may take credit for it, can send the CEO a message on the corporation’s website. Some corporations even encourage their computer-literate customers to e-mail comments and complaints about the quality of services directly to the people at the top. Telephone Today with the coming place of mobile telephones, the telephone has become the richest communication channel in an enterprise. Most people own mobile phones which helps in improving service delivery as people can easily call policymakers and service providers and inquire about the progress of services being provided. For example, a concerned citizen can make a telephone call to the district chairman concerning the poor state of the road in the village. It transmits sound rather than printed words and sound can enrich the message’s words with emphasis and emotion. It also allows for immediate feedback, qualifying it as a richer channel one would use to get important, immediate responses. The choice of this channel to transmit a message is highly contextual. Others view the telephone as an important 12 way of doing things accurately. These receivers often carry cell phones or pagers so they can get important messages wherever they go. Meetings Meetings are ranked as the top of the richest communication channel used in an enterprise. Meetings allow complete use of all senses and continuous feedback. Meetings are a good choice for no routine business, such as planning, analyzing, negotiating issues, and solving or resolving problems. Additionally, the face-to-face meetings of teams often provide a synergistic effect that improves the outcome of their actions. The collaboration efforts face-toface meetings evoke are often worth the time and expense of using this channel. Posters Enterprise also uses Posters as a channel of communication to display topics related to health and safety in the institutions, tenders awarded and other issues related to public and civic education. Posters contain pictorial diagrams, charts, and photographs to explain the topic thoroughly. Notice Boards Notice boards are usually placed on the front walls of the organization. In an Enterprise, notice boards are used to display notices, memos, and circulars issued by the management for administrative purposes, circulars related to hours of work, labor laws, any new rules and regulations, new employees among others are pinned on notice boards where everyone can be in a position to read. Memos Memos are business letters but are used within an organization and for employees and students. In an Enterprise, Memos are used to give information to employees such as changes in some procedures or rules, policy changes, or for a specific purpose like the request to attend a meeting needed to improve service delivery. 13 Television and radio Television and radio are channels of the mass media, which are effective means of broadcasting information to many people at once. These channels are relevant in making creating public awareness about service delivery. This is done in form of radio talk shows and advertisements among others. Television and radio are effective means of broadcasting information to many people at once. Informal communication channels Informal methods of communication, such as rumors and the company “grapevine” can be out of the company’s control. A grapevine is a bottom-up form of communication, in which employees try to understand what is happening around them when there is no official word from management. When management is silent, employees fill the void with verbal guesses about what is happening. It may start when the graveyard shifts loading dock workers a better are laid off because better production scheduling eliminates their jobs. The second shift loaders may interpret the loss of that shift's jobs as an economic signal that the company is in trouble. A telephone receptionist who fields calls for senior managers from competitors might conclude that the company is negotiating to buy out, or be bought out. She passes the word that something big is up. Junior who notices out-of-town consultants nosing around may smell “restructuring” in the wind. Nayebale (2017). Factors that prevent effective communication in service delivery According to Nayebale (2017), several factors prevent effective communication in the delivery of services. Physical barriers are frequently related to the environment's nature, such as the natural barrier that arises because most staff members are placed in various buildings or on different sites within the Institution, i.e. different sub-counties, preventing good communication in the 14 service delivery process. Poor or old equipment, as well as management's failure to introduce new technology, can also cause issues. Another element that regularly generates communication problems for an organization and, as a result, affects the quality of service delivery is staff shortages. System design faults refer to issues with an organization's existing structures or systems. This could include an unclear organizational structure that makes it difficult to determine who to communicate with. Inefficient or inappropriate information systems, a lack of supervision or training, and a lack of clarity in roles and responsibilities can leave employees unsure of what is expected of them., Nayebale (2017). Attitudinal barriers There has always been an issue with bad attitudes among employees in most businesses. According to Nayebale (2017), these can be caused by a variety of factors, including poor management, a lack of consultation with employees, personality conflicts that cause people to delay or refuse to communicate, individual employee attitudes that can be caused by a lack of motivation or dissatisfaction at work, insufficient training to enable them to perform specific tasks, or simply resistance to change due to entrenched attitudes. Most workers in most businesses are dissatisfied with government salaries, which is why there have been strikes, particularly among teachers, lecturers, and health care workers. Psychological factors We all tend to feel happier and more receptive to information when the sun shines. Equally, if someone has personal problems like worries about their health or marriage, then this will probably affect them and consequently affect communication among workers and even service delivery. 15 Individual linguistic ability The use of difficult or inappropriate words in communication can prevent people from understanding the message. Poorly explained or misunderstood messages can also confuse. We can all think of situations where we have listened to something explained that we just could not grasp. Lack of Sensitivity Every receiver is unique and receives messages differently. The sender of the message needs to show sensitivity toward the receiver by adapting the method of sending the messes. If the receiver is angry, the sender should wait until the receiver has calmed down before saying what needs to be said. If the receiver is young and lacks knowledge, the sender should explain things carefully. Lack of Skills There is a certain level of skill needed to communicate a message. However, some people do not possess communication skills thus they are unable to form grammatically correct sentences, as well as be familiar with the terms they are saying. The receiver needs to be e familiar with the sender’s language, as well as the terms being used. If a receiver and/or sender don’t have the basic skills needed, this prevents effectiveness. Lack of Knowledge Not only does the receiver need a certain level of knowledge to understand a message, but the sender must know the subject under discussion. If the sender gives false information on a particular subject, it leads to a confusing receiver. Any type of confusion means the communication efforts were unsuccessful and this brings about a mismatch in service providers hence poor quality services. 16 Overload A message cannot be received if it contains too much information. Nayebale (2017), says that if a message is too long and contains too much information, the receiver will become overloaded. Overload of information causes the receiver of the message to shut down and stop receiving altogether. In Local Governments for example service providers are few in comparison to the number of people they are supposed to deliver services to. Emotional Interference Anger, excitement, resentment, and grief are just a few emotions that might make it difficult for someone to receive a message (Nayebale 2017). People in an enterprise have issues with payroll deletion, corruption scandals, and aging personnel. These emotions agitate people, and they end up obstructing efficient communication in the service delivery process. This is because people may be too depressed to understand that life goes on or that things will improve. Anger is one of the most disruptive emotions. Organizational Culture Individuals in organizations have shared values, attitudes, and expectations, which is referred to as organizational culture. Culture, according to Nayebale (2017), can have a significant impact on efforts to change specific procedures or processes because of its shared character and an implicit awareness of corporate norms and values. Organizational culture has an impact on any attempt to execute change, for better or worse. Organizational culture characteristics have also been connected to different aspects of organizational success in the literature, including financial performance, customer and employee satisfaction, and creativity. Overcoming Communication Barriers Recognizing that environmental and personal barriers exist is the first step to effective communication. By becoming cognizant of their existence, one can consciously minimize 17 their impact. However, positive actions are needed to overcome these barriers. (Adu-Oppong, 2014), provides us with several guidelines for overcoming communication barriers: ❖ Receivers and senders can eliminate environmental obstacles by paying attention to their messages and devoting enough time to listening to what is being communicated. ❖ A management strategy that promotes open communication is beneficial. Reduce the number of links (levels in the organizational hierarchy or steps between the sender and the receiver) between the sender and the recipient. ❖ The power/status barrier can be eliminated by carefully tailoring words and symbols so that communications are understandable; reinforcing words with actions considerably improves communication among different power/status levels. ❖ The use of several channels to reinforce complicated concepts reduces the possibility of misinterpretation. Personal obstacles to effective communication are lowered when senders and receivers make conscious efforts to comprehend one other's values and beliefs. People are prone to jealousy and fear because they engage in selective perception. Sharing empathy with those to whom messages are sent is the most effective technique to improve communication. ❖ Use techniques that extend beyond traditional organizational lines to facilitate communication. For instance, the use of diagonal communication that flows through task forces or committees enhances communication throughout the organization. ❖ Use management processes that are cross-organizational rather than confined to functional or department procedures. Implementing management processes in the areas of planning, controlling, and managing information systems facilitates communication. ❖ To improve cooperation among members of organizations, use human resources policies and processes (job training and work rotation). To achieve successful communication, use management techniques to handle issues equitably. 18 Improving Communication Effectiveness Once environmental and personal barriers are dealt with, a way is paved for improving communication in the organization. Effective communication being a two-way process requires effort and skill by both sender and receiver. Administrators will at times assume each of these roles in the communication process. Given the increased efficacy of communication, the following obligations of senders and recipients are discussed: Sender's Responsibilities Several communication theorists have proposed ten guidelines of good communication, which are particularly applicable to the sender. These guidelines, together with a basic understanding of the communication process itself, should provide a good foundation for developing and maintaining an effective set of interpersonal communication skills, which administrators can use when communicating with various stakeholders. 1. Administrators need to clarify their ideas before communicating. The more systematically administrators analyze the problem or idea to be communicated, the clearer it becomes. This is the first step toward effective communication. Many communications fail because of inadequate planning. Good planning must consider the goals, attitudes, and needs of those who will receive the communication and those who will be affected by it. 2. Administrators need to examine the true purpose of each communication. Before administrators communicate, they must ask themselves what they want to polish with their message (obtain information, initiate action, or change another person's attitude?) Administrators need to identify their most important goal and then adapt their language, tone, and total approach to serving that specific objective. Administrators should not try to accomplish too much with each communication because the sharper the focus of their message, the greater its chances of success. 19 3. Administrators need to consider the total physical and human setting. Meaning and intent are conveyed by more than words alone. Many other factors influence the overall impact of communication, and administrators must be sensitive to the total setting in which they communicate: the circumstances under which an announcement or decision is made; the physical setting, whether the communication is made in private or otherwise; the social climate that pervades work relationships within the department and sets the tone of its communications; custom and practice, the degree to which the communication conforms to, or departs from, the expectations of the audience. Administrators should constantly be aware of the total setting in which they communicate. Like all living things, communication must be capable of adapting to its environment. 4. Administrators need to consult with others, when appropriate, in planning communications. Frequently, it is desirable or necessary to seek the participation of others in planning a communication or in developing the facts on which to base the communication. Such consultation often lends additional insight and objectivity to the message. Moreover, those who have helped plan the communication will give it their active support. 5. Administrators need to be mindful, while communicating, of the overtones as well as the basic content of the message. The administrator’s tone of voice, expression, and apparent receptiveness to the responses of others all have a tremendous impact on those the administrator wishes to reach. Frequently overlooked, these subtleties of communication often affect a listener's reaction to a message even more than its basic content. Similarly, the administrator’s choice of language particularly his/her awareness of the fine shades of meaning and emotion in the words used predetermines in large part the reactions of the listeners. 6. Administrators need to take the opportunity, when it arises, to convey something of help or value to the receiver. Consideration of the other person's interests and needs, trying to look 20 at things from the other person's point of view frequently points up opportunities to convey something of immediate benefit or long-range value to the other person. Staff members are most responsive to administrators whose messages take staff interests into account. 7. Administrators need to follow up on their communication. An administrator’s best efforts at communication may be wasted, and he/she may never know whether he/she has succeeded in expressing his/her true meaning and intent if he/she does not follow up to see how well he/she has put his/her message across. An administrator can do this by asking questions, encouraging the receiver to express his/her reactions, by follow-up contacts, and by subsequent review of performance. An administrator needs to make certain that every important communication has feedback so that complete understanding and appropriate action result. 8. Administrators need to communicate for tomorrow as well as today. Although communications may be aimed primarily at meeting the demands of an immediate situation, they must be planned with the past in mind if they are to maintain consistency in the receiver's view. Most important, however, communications must be consistent with long-range interests and goals. For example, it is not easy to communicate frankly on such matters as poor performance or the shortcomings of a loyal staff member, but postponing disagreeable communications makes these matters more difficult in the long run. 9. Administrators need to be sure that their actions support their communications. In the final analysis, the most persuasive kind of communication is not what administrators say, but what they do. When administrators’ actions or attitudes contradict their words, others tend to discount what they have said. For every administrator, this means that good supervisory practices such as the clear assignment of responsibility and authority, fair rewards for effort, and sound policy enforcement serve to communicate more than all the gifts of oratory. 21 10. Administrators need to seek, not only to be understood but to understand and be a good listener. When an administrator starts talking, he/she often cease to listen, at least in that larger sense of being attuned to the other person's unspoken reactions and attitudes. Even more serious is the occasional inattentiveness an administrator may be guilty of when others are attempting to communicate with him. Listening is one of the most important, most difficult, and most neglected skills in communication. It demands that the administrator concentrates not only on the explicit meanings another person is expressing, but also on the implicit meanings, unspoken words, and undertones that may be far more significant. Thus, an administrator must learn to listen with the inner ear if he/she is to know the inner person. Receiver's Responsibilities Communication depends on the ability not only to send but also to receive messages. So the ability to listen effectively greatly enhances the communication process (Adu-Oppong, 2014). But many of us are not good listeners. Effective listening skills can be developed, however. (Adu-Oppong, 2014), proposes ten guidelines for good listening: 1. Put a stop to it. When you're talking, you can't listen. 2. Make the speaker feel at ease. Assist a person in feeling comfortable enough to speak. This is commonly referred to as a permissive environment. 3. Show a speaker that you'd want to hear. Act as though you're intrigued. Rather than opposing, listen to understand. Listening necessitates the use of two ears, one for meaning and the other for sensation. 4. Remove any potential sources of distraction. Maintain your focus and pay attention. 5. Empathize with talkers. Try to help yourself see the other person's point of view. 6. Be patient. Allow plenty of time. Do not interrupt a talker. Do not start for the door or walk away. 7. Hold your temper. An angry person takes the wrong meaning from words. 22 8. Go easy on argument and criticism. These put people on the defensive, and they may clam up or become angry. Do not argue: Even if you win, you lose. 9. Ask questions. This encourages a talker and shows that you are listening. It helps to develop points further. 10. Stop talking. This is first and last because all other guides depend on it. You cannot do an effective listening job while you are talking. Nature gave people two ears but only one tongue, which is a gentle hint that they should listen more than they talk. Administrators who do not listen have less information for making sound decisions. 2.2 Empirical Review Communication is the process of transmitting information and common understanding from one person to another. Communication in the workplace is critical to establishing and maintaining quality working relationships in organizations. This paper discusses the communication process, and communication barriers, and provides guidelines for administrators to improve communication effectiveness. (Adu-Oppong, 2014). Mirjana and Aidin (2018) emphasize that. Communication, as a management function is a process of creating, communicating, and interpreting ideas, facts, opinions, and feelings about work performance, organizational effectiveness, and efficiency as well as goal attainment in the organization. A manager must be an effective communicator and no organization can succeed or progress, or build up a reputation without effective communication skills. The poor communication systems may result in mismanagement and bad business results. Our aim was in this paper to show that the success of any business lies in effective communication and that effective communication is essential for the survival and progress of a business concern. We also pointed out that communication skills need to be developed on an ongoing basis and especially in a turbulent business environment. Communication is a key element of human 23 behaviour. In other words, it is an act by which one person gives to or receives information from another person about that person's needs, desires, knowledge, opinions, and perceptions. Communication in the workplace can occur under many different modes such as writing, verbal and nonverbal (body gestures and facial expressions). In business and industry, communication helps to align workers to work with one another and to achieve the objective of the organization, which means objectives, can be in the target, attained, and improved. Without workplace communication, nothing can be done. According to Phillip and Michael (2018), an array of studies identifies that effective communication is imperative in the workplace to increase employee productivity and organizational performance. Despite the benefits that emerge in the use of effective communication strategies within an organization, many organizations face numerous challenges that emerge in communication breakdowns and disconnects. These challenges affect performance and compromise success. This paper intends to use a mixed-method approach that includes a literature review and gathering of primary data from questionnaires and interviews to determine the communication problems in management. The data analysis is achieved through qualitative and quantitative strategies. The study identifies that the lack of effective communication is centered on the perceptions that exist within the workforce. Managers perceive that their strategies are effective when in some cases they are not. The study also identifies that tech-assisted communication systems would increase productivity. From these insights, organizations must implement changes that will foster effective communication throughout the organization. Accounting to Lovlyn (2016), Communication is the act of passing information from one person to another so that it can be received in the manner they were meant. The major objective of this study is to investigate the relationship between effective communication and the strategic management of organizations. The survey and descriptive research design were employed. The results showed that although effective 24 communication guarantees organizational success, it is largely dependent on the pattern or methods of communication, effectiveness and suitability of the channel selected, and how receptive or accessible are the superiors to the subordinates, among other factors. Based on these findings, the work recommends that factors that promote warmth and cordiality should be imbibed and cultivated. Also, a simple organizational structure should be designed and implemented for easy flow of communication, and the manager should treat his subordinates humanely to get the best from them. It concludes that, effective communication is the “lifeblood” of organizations, and that efficient and effective communication influences the positivity “bottom line” of our organizations in achieving organizational strategic goals. 2.3 Theoretical Review This part requires the researcher to state the theories of the related study, describe the advantages and disadvantages of the theories as well as do a critical review and its applications. For this study, communication and motivation theories will be applied to support the study. The motivation theories are as follows: - two-factor theory, Abraham Maslow's theory of motivation, Mc Cleland's theory, Expectancy theory, Hertzberg's theory, Mayo theory of motivation, and the managerial grid. There are also communication theories such as formal (top-down, down-up, and lateral) communication theory and informal theories of communication, and Laswell theory. All the above-mentioned theories are very important in the work organization. But for this study, the workable communication theories are as follows:Formal Communication Theories This theory concerns an assessment of top-down, down-up, and lateral communication systems (Mwambebule 2013). Top-down theories are applied to the top management who provide instructions, and orders and translate policies and strategies to the employees for 25 implementation. This theory has the advantage that the communication channels follow the chain of command, thus top management shares information with the employees through various training, formal conferences, and written documents. Furthermore, Mwambebule, (2013), stated that down up theories involves the employees initiating and creating ideas, opinions, agenda, and discussions and giving feedback to the management and other stakeholders for decision-making processes. Lateral communication theory explains that various organizational units may be integrated and coordinated to enhance easy communication among Co-workers. So it emphasizes an open flow of information among the employees of the same level. This has an advantage for the accomplishment of work and solving problems, improving teamwork, and boosting efficiency among them. Informal theory of communication Mwambebule (2013), explained that the informal theory of communication is a theory in which the system of communication does not follow the rules of hierarchy concerning influence. This grapevine theory has the advantage that the messages and information tend to spread rapidly and it is easy to be heard by every individual in the organization. But the risk of grapevine theory is that most of the information’s source is inaccuracy although sometimes may contain true information. Therefore the management needs to adhere to much too formal theories of communication rather than information from the inaccurate sources. The Expectancy Theory This is a social learning theory that explains that human behaviour towards performance is influenced by effective communication which in turn by motivating people and therefore, contributes to the possibility of desired rewards and employee relations in the work environment. Motivated employees are more receptive to communicating with top management, coworkers as well as customers. This increases employee-management relations, teamwork, and high productivity. For this study, this theory will be applied 26 purposely because effective communication is required at all levels for various aspects of an organization such as employee motivation and morale, good human relations, and better service delivery. The Managerial Grid The theory explains the relationship between management and leadership. It required the top management to understand their styles of leadership to communicate effectively in the organization. Vroom stated that the success of the organization depends much on the employees' efforts spent in the production or service delivery. Thus the top management has the role of building positive interactions with employees, enhancing their self-esteem of employees, and providing a conducive working environment. Laswell Theory for Communication For this study, the researcher chose to tell about the basics of them. Laswell gave his theory for communication in 1948. It is put into words: Who-Says what-Through which channel -To whom-With what effect? Laswell’s theory is concentrated on the study of mass media and effectiveness than the meaning of the message. One has to be able to observe and measure the change on the receiver’s side, which transforms into a recognizable element in the process of communication. The recognizable element is called an effect. This theory is concerned with the effectiveness of communication, which is very important in every aspect of life. (Mwambebule 2013), Effective communication in organizations is the very base for functional operations and employee satisfaction. 2.3.1 Theoretical Framework THE NEED FOR GOOD COMMUNICATION IN ORGANIZATIONS Communication is an essential part of any company. Moreover, good communication skills are incredibly important in the business world. In some research, we can find many ways to 27 manage and deal with difficult communication. She attests that the point of communication is having a conversation with another person, and this conversation must be two-way for the communication to successfully occur. This central idea is to remember what is communicated especially during times of conflict. You Youg effective when your voice rises, your body tenses, or your temper flares. Some scientists believe that for successful communication to occur, two things must be kept in mind; the first is that everyone has his/her ideas and perceptions and these must be respected. The second is the idea of closure; that every conversation needs closure. However, it is important to communicate until you get closure on the conversation. Closure means you and the other person have discussed all of the issues and, while the person may not agree, he or she has listened to you in a non-threatening, nondefensive environment and heard what you had to say about this concept is incredibly important to remember in the corporate environment. Companies are made up of various types of employees and managers, each with their viewpoints. Therefore, it is important to remember to respect everyone‘s opinions no matter how different they may be. Also, the notion of closure in a conversation is essential because leaving a conversation up in the air or even with hostility can often result in damaging or breaking business relationships. Good communication is necessary for the enterprise to run successfully and smoothly. While an organization is separated from its environment, it has to have some ways of communicating with the environment. Anything exte system belongs to the environment and not to the system itself. This is true of all types of organizations. The environment exerts considerable influence on the behaviour of an organization at the same time, the organization can do little or nothing to control the behaviour of the environment. The environment affects the performance of a system. Using a business organization as an example, the following environmental factors might need to be communicated to it: ➢ The number of competitors in the marketplace and the strategies they adopt; 28 ➢ The product of competitors, their prices and qualities; ➢ The strength of the domestic currency of the organization‘ countries of operation; ➢ The structure of the company and personal taxation; ➢ The policies adopted by the government of the ruling political body/party; ➢ Social attitude-concern for the natural environment; and ➢ The regulatory and legislative framework within which the company operates. An organization needs to be kept well informed of all these, and this is possible through the process of communication. Internally, all participants in an organization have to interact, strategies have to be maintained, policies have to be formulated, strategies have to be developed, and programs have to be planned, executed, and evaluated. Also, employees have to be remunerated and motivated, decisions have to be made, etc. In fact, without an effective and efficient means of communication, there will be no management function. Everything will just have to be incrementally disjoined in a disorderly and disarray manner. This implies that information is a very vital part of management. Management decisions and policies need to be communicated to those that will use them to policy objectives. This is to be done through effective means of communication within and outside the organization. The decision, irrespective of its purpose, is useless unless it is communicated. If the Sales Director instance, of some industries, decides to lower the price of product X and institute an interactive campaign, nothing will happen unless the advertising department is informed and even the other department concerned with the preparation of new packaging to lower the price. At the heart of all communications cycles outside the organization are the messages which should include: ● Developing and positioning experts ● Targeting and connecting with traditional media ● Distributing messages 29 ● Monitoring and measuring the effectiveness of efforts The importance of communication for a manager Source: Amine Belmejdoub (2017) The most effective managers are those who understand communication and its use in organizational settings. Communication is the vehicle that allows managers to fulfill each management function. To plan successfully, managers must be able to effectively communicate their vision to the rest of the organization. To organize successfully, managers must allow for and encourage free-flowing communication both up and down the hierarchy, as well as between departments and colleagues. To lead successfully, managers must inspire employees to trust in their leadership and to perform at the highest levels possible. To control successfully, managers must effectively communicate with employees to monitor progress reemphasize organizational goals and correct ongoing processes. Consequently, communication is more than simply talking, writing, reading, and listening Effective communication is the key to successful management. Communication allows managers to share goals with shareholders both inside and outside the organization. It permits managers to stimulate behaviour changes in employees and suppliers. It enables managers to 30 inspire loyalty from employees and customers. It allows managers to convince employees and unions to abandon counter-productive practices. It enables managers to persuade leaders to provide financing and it permits managers to calm angry customers and impress nenes. Hence, managers must be effective communicators to function. But what makes managers successful communicators? First, they must understand what communication is. Next, they must understand how communication works, on both an interpersonal and an organizational level, and finally, they must understand what barriers can impede communication so that they can overcome such impediments and improve communication throughout the organization. In modern-day organizations, communication is popularly considered in terms of; the media of communication such as internal memoranda, reports of various forms, etc; the skills of communication such as giving instructions, interviewing, charring meetings, etc and the organization of communication like a chain of command, briefing groups, work committees, etc. However, communication at its basic levels involves three basic elements or components, which are encoder, channel, and decoder. The source of the original information is known as the encoder. That is, the encoder is the originator of the information to be communicated to the other party. The channel is the medium chosen or to be used in communicating the message or information to another party. The decoder is the person to whom the message or information is being sent. He is the receiver of the message. However, he may, or may not, be the user of such information. For instance, if the Managing Director of company 22 telephoned the personnel manager of company 33, the managing director is the encoder, the telephone line is the channel, and the personnel manager is the decoder in this example. However, the three of them must always be present regardless of the size or system of communication. A typical communication model may be as presented follows. 31 Source: Mirjana & Aidin (2018) From Figure 2. It can be seen that communication is the process by which the senders and the receivers of information interact in a given social context. Information conveyed might be the message, instruction, idea, view, or knowledge. It may be communicated from a superior officer to a subordinate officer, and vice versa. It may also be communicated among colleagues at the same level or having similar status along the organization's hierarchy. However, the communication process in modern organizations normally follows the pattern below: ❖ The sender has an idea, ❖ The idea becomes a message. Remember that the process of putting the message into a form the receiver will understand is called encoding, ❖ The message is transmitted to the receiver, ❖ The receiver gets the message and interprets it, a process known as decoding, and ❖ The receiver feedback the sender about the effectiveness of the information that was communicated From our discussion so far, we would observe that the process of encoding involves the determination of the way that the message should be written down or spoken to communicate with another person. Variation of words and understanding can however alter the meaning of 32 a message. Facial expression, voice, emphasis, and gestures; all play a part in the encoding process when the conversation is used. Also, it is clear the process of achieving an understanding of the message. Different people derive different meanings from the same message influenced by their experience, attitudes, and value systems. 33 CHAPTER THREE METHODOLOGY 3.1 Area of the Study This research will be conducted at Osun State Polytechnic, iree and Osun state University, both of which are located in Oshogbo, Osun State, Nigeria. Osun State Polytechnic Iree offers both a National Diploma and a Higher National Diploma through six faculties, while Osun State University offers Postgraduate Diploma, Masters, and Doctorate programs through four faculties and seven colleges. 3.2 Research Design The investigation will employ a quantitative research methodology to establish whether or not there was a communication gap within the organization. A multiple-choice, single-answer survey questionnaire will be issued to students and members of both institutions. A survey can be a valuable tool for improving communication within a company. Surveys are particularly beneficial for developing upward communication channels between lower-level employees and management. (Beverly Mallett-Hamer, 2005) 3.3 Population, Sample Size, and Sampling Techniques The entire cohort of subjects in which a researcher is interested is referred to as the population (Mwambebule Beauty, 2013). 100 representatives will be chosen for the entire population of this demographic. The populations of this study will include middle management academic personnel and students from both institutions. The reason for choosing this population was that Managers, are responsible for maintaining the usual channel of communication and so are the ones who enrich the organization's information better, and academic staff and students are the primary communicators in the organization. 34 3.4 Sources of Data and Data Collection Method Data will be analyzed quantitatively. Data from questionnaires will be evaluated to determine the respondents' true opinions. Following data collection, results will be tallied, frequencies will be calculated, and graphs and tables will be created. Data will be collected using both primary and secondary sources. The primary data will be collected through surveys, while secondary data will be gathered from the Internet, journals, e-books, and other relevant materials. 3.5 Research Instrument Questionnaires will be used by the researcher to collect data. This application will provide organized and unstructured questions derived from the study's objectives in order to collect data from all responders. Questionnaires will be used as a data collection instrument since they will allow respondents to be more objective and exact in their responses to the research topics. 3.5.1 Reliability of Instrument The researcher will pre-test the data collection instruments to confirm their dependability. This will be accomplished by collecting data from respondents representing both institutions in all categories of respondents; thus, senior management, junior staff, and students will be made clear after the pretest, and the loaded questions will be neutralized for proper understanding of the questions. 3.5.2 Validity of Instrument Following the validity checks, the data will be analyzed using Microsoft Excel tables to calculate the proportion of responses in order to show the link or difference and respond to the research questions. Content validity will be used to assess the suitability of the instrument's language and the study's purpose. The goal of this research is to look into the breakdown of communication and its consequences at both the Osun State Polytechnic, Iree and Osun State University. 35 3.6 Re-statement of Hypotheses Ho(i) There are no communication Channels used in achieving the organizational strategic goals Ho(ii) There are communication Channels used in achieving the organizational strategic goals Ho(iii) There is no suitable pattern of communication adopted. Ho(iv) There are no measures that can be put in place to reduce the communication breakdown/problem to improve the quality of service delivery. 3.7 Method of Data Analysis The researcher received an introduction letter from the Polytechnic of Student Department, requesting that both Institutions' Authorities permit the student to do the research; this will be followed by an acceptance letter authorizing the researcher to conduct the research. The data will be presented in questionnaire tables, with basic percentages utilized for data collection and analysis, and the hypothesis will be tested using the chi-square method. The chi-square formula is as follows: X 2 = (0-e)2 E Where X2 = Chi-square O = Observed frequency E = Expected frequency Also, E = Row total x column total Grand total (%) Critical value is 5% level of significance = 5.99 36 Decision Rule If the critical value of 5.99 (<) is less than the calculated value, we accept the Null hypothesis and reject the alternative hypothesis. 37
