EFFECT OF POOR COMMUNICATION SKILLS ON THE PERFORMANCE OF SECRETARIES IN AN ORGANIZATION
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Abstract
The study sought to investigate the effect of poor communication skills on the performance of secretaries and the study was carried out in Nigeria Agip Oil Company, Port Harcourt, Rivers State. In carrying out this research, forty (40) managers and secretaries were used as the population. In line with this, (4) research questions were posed, questionnaires were distributed and retrieved from the respondents. Copies of the questionnaire were analyzed with tables and it was from this table that analysis of the effect of poor communication skill was shown. The major finding was that communication is an indispensable tool needed for the effective performance of secretaries and the ineffective and inefficient placement of this prevents the management in an organization to accurately evaluate or appraisal performance and set target. It also examined the communication skills, communication method, and communication as they affect the effectiveness of the organization. In conclusion, the method of communication, information technology, media and channel of communication can affect the organization both negatively and positively. Recommendation such as organization should study and examine carefully how their method and system of communication affect the performance of their secretaries so as to either educate them or to change the system to meet up with the current standard of communication was made.
CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND OF THE STUDY
Communication is indispensable in all sphere of human and business endeavours. It is the life wire and the key to success of all business organizations. Communication involves everybody, it is the pivot upon which the existence of human and business organizations revolves, and based on this, the issue of communication has developed into a major area of study and formidable social force. Eyre (1983), stated that “communication is not just the giving information, it is the giving of understandable information, it is the giving of understanding the message”.
Bernard (1938), saw communication as “the means by which people are linked together in an organization to achieve a common goal”. When there is a link between people towards achieving a common goal there is communication. In a business organization, if a manager is to relate to his subordinates, he must communicate effectively (Bashar 2007). If an organization wisher\s to stay in business and enjoy high patronage; there must be effective communication. Also, if management wants its decisions implemented, it must communication its policies and programmes effectively. The questions one faces are: –
(1) What is effective communication all about?
(2) What are the possible means to avoid the problems of ineffective communication?
(3) What are the strategies to adopt to achieve effective communication?
1.2 STATEMENT OF PROBLEM
Inefficient communication constitutes a major problem to any organization. It goes a long way in preventing such organization from achieving the set objectives (Bashar 2007). Irrespective of the different perspective one may look at it, be it from the angle of the employee or the employer, it is always believed that inefficient communication is unfavourable towards the realization of the organizational goals. Shuaibu, (2009) observed that Some of the problems associated with ineffective communication in a business organization using my case study as an example are;
Lack of proper channels of communication throughout which information is obtained. This explains why there still exists situations were minor problems which could be solved by simple dialogue between the secretaries, workers and the management most times lead into major problems which cause some set back in the company.
Secondly, the organization is not willing to carry its secretaries along, through sharing of information on management decisions. This has given way for workers to receive and give information from the grave vine rumours, and rumour being unhealthy development brings about negative opinion and also leads to unfavourable reaction to the organizational problems (Ikelegbe and Miller 2011). Inefficient communication breeds negative development in an organization. And as we all know disrupted productivity does not enhance regular payment of workers’ salaries and motivation and when workers are hungry, they go unhealthy about the organization who does not truly see communication as vital aspect of communication gap is bound to suffer.
1.3 PURPOSE OF STUDY
This research work is embarked upon for the following purposes:
- To find out how effective communication is to an organization
- To find out if poor communication affects the performance of secretaries
- To examine if the performance of secretaries affects the general productivity of the company
- To find out if communication skills of secretaries can be improved
1.4 RESEARCH QUESTIONS
The following questions were produced to guide the researcher towards a meaningful and unbiased result:
- How effective is communication to an organization?
- Does poor communication affects the performance of secretaries?
- Does the performance of secretaries affects the general productivity of the company?
- Can communication skills of secretaries can be improved?
1.5 SCOPE AND DELIMITATION OF THE STUDY
The research work is limited to finding out the effect of poor communication skills on the performance of secretaries in an organization using Nigeria Agip Oil Company, Port Harcourt, Rivers State as case study.
1.6 Significance of the Study
This research work is aimed at analysing the effect of poor communication skills on the performance of secretaries in an organization. The result of this research work will also help business organizations know the strategies and how to implement it to enhance effective communication in organization, and also how to reduce the barriers to effective communication.
1.7 DEFINITION OF TERMS
Communication: the imparting or exchanging of information by speaking, writing, or using some other medium.
Skills: the ability to do something well; expertise.
Performance: the action or process of performing a task or function.
Secretary: a person employed by an individual or in an office to assist with correspondence, make appointments, and carry out administrative tasks.
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