CHAPTER ONE
INTRODUCTION
1.1 Background
of the Study
1.2 Statement
of the Problem
1.3 Purpose
of the Study
1.4 Research
Questions
1.5 Significance
of the Study
1.6 Scope
of the Study
1.7 Limitation
of the Study
1.8 Definition
of Terms
CHAPTER TWO
LITERATURE REVIEW
2.0 Introduction
2.1 Concept
of Communication
2.2 Importance
of Communication
2.3 Types
of Communication
2.4 Barriers of Communication
2.5 Strategies of Minimizing Incidences of
Communication Breakdown
2.6 Causes and Effects of Communication
Breakdown
2.7 Summary
of Chapter Two
CHAPTER THREE
RESEARCH METHODOLOGY
3.0 Introduction
3.1 Area
of Study
3.2 Research
design
3.3 Population
of the study
3.4 Sample
and Sampling Techniques
3.5 Instrument
for data collection
3.6 Administration
of the instrument
3.7 Methods
of data analysis and presentation
CHAPTER FOUR
DATA ANALYSIS AND INTERPRETATION
4.0 Introduction
4.1 Data
analysis
4.3 Major
findings
4.4 Discussion
of the findings
CHAPTER FIVE
SUMMARY, CONCLUDION AND RECOMMENDATION
5.0 Introduction
5.1 Summary
5.2 Conclusion
5.3 Recommendations
5.4 Area
for Further Studies
References
CHAPTER ONE
INTRODUCTION
1.1 Background
of the Study
Banking Industries (organizations) cannot operate
without communication. Communication is the life source of every industry,
because industries involve people. People cannot interact with each other
without communication. In the absence of communication, everything would grind
to a halt.
According to James et’al (2009), communication is
a means by which a thought is transferred from one person to another. It is
also the process by which the person (group) share and impact information to
another or group clearly understand by one person and another.
Velenguela (2002), opines communication as any
act by which one person gives to or receives from another person’s information
about that person’s needs, desire, perceptions, knowledge or effective states.
Communication may be intentional or unintentional, may involve conventional or
unconventional signals, may take linguistic or non-linguistic forms and may occur
through spoken or other modes.
Wikipedia (2009) defines communication as a process
of transferring information from one entity to another. Communication processes
are sign mediated interactions between at least two agents which share a
repertoire of signs and semiotic rules “Communication is commonly defined as
the imparting or interchange of thoughts”, opinions, or information by speech,
writing or signs”. Communication can be perceived as a two-way process in which
there is an exchange and progression of thoughts, feelings or ideas towards a
mutually accepted goal or direction.
He further explains communication as a process by
which information is enclosed in a package and is distracted and imported by
the sender to a receiver via a channel/medium. The receiver then decodes the
message and gives the sender a feedback. Communication requires that all
parties have an area of communication community.
According to Webster (2009), defines
communication as an act or instance of transmitting information assign and
convey meaning in an attempt to create and share understanding. This process
requires a vast repertoire of skills in interpersonal processing, listening,
observing, speaking, questioning, analyzing and cooperation occur.
Communication can take various forms, but all
forms involve the transfer of information from one party to the other. In order
for the transfer of information to be qualify as a communication, the recipient
must understand the meaning of the information transferred. If the recipient
does not understand the meaning of the information conveyed, communication has
not taken place.
Workers in the Banking industry would not know
the industry objectives, so they would not strive to achieve the industry
objectives and also would not know what their roles and responsibility are; so
they will not be able to carryout their jobs and would not be able to inform
workers of changes. The industry would not be aware of the competitors’
activities and a lot of other things without communication.
Communication is one of the basic functions of
management in any banking industry and its importance can hardly be
overemphasized. It is a process of transmitting, information, ideas, thought, opinions
and plans between various parts of the industry.
It is not possible to have human relation without
communication. However, good and effective communication is required not only
for good and successful business.
Effective Communication is required at various
levels and for various aspects in the industry such as manager employee
relations. Effective communication is of information and decision i.e. an
essential component for management employees unless they are communicated
effectively of what he wants to be done, he should also be sure of some basic
facts such as how to communicate and what results can be expected from that
communication. Most of management problems arise because of lack of effective
communication. Chances of misunderstanding and misrepresentation can be
minimized with proper communication system.
Ineffective communication can be caused by
incomplete messages, individual difference. As human beings, each person is
uniquely different from any other person. Therefore, people may interpret want
differently, perceive realities differently, have variable opinions, attitudes
and emotions towards people, things and events differently they may have
different developmental experiences, intelligence, cultural and political
beliefs, all of which may tend to affect the way they conceive or perceive a
message.
An Industry: Is a group of productive
organizations that produce or supply goods, service or sources of income.
Wikipedia (2009), sees industry from so many
aspect such as:
- Industry
as a commercial production and sale of goods
- As
a specific branch of manufacture and trade.
The Banking Industry
Answer bag (2009) sees banking industry as a
sector of an economy used to cover any form of economic activity, such as
“Banking industry” and hence course a very broad sweep. More specifically,
industry is divided into:
Primary
Industry – The acquisition of naturally
accruing resource like coal and fish.
Secondary
Industry – The manufacturing of goods,
tertiary industry which serves the public as well as primary and secondary
industry includes distribution, transport, warehousing and retailing.
1.2 Statement
of the Problem
In many industries there is frequent breakdown in
communication especially in large industries.It has been identified that there
is a breakdown in communication between manager and subordinates in the Banking
Industry. Most subordinates in the Banking Industry do not seem to understand
the messages communicated to them by their managers.
The managers in the banking industry always use
ambiguous languages in communicating with their subordinates.
Banks are large organization and that makes it
difficult for communication to flow around and there seems to be no cordial
inter-relationship between the managers and subordinates.
1.3 Purpose
of the Study
The general purpose of the study is to
investigate the causes and effects of ineffective communication in the banking
industry. Specifically, the purpose of the study are:
- To find out the causes of communication breakdown between
managers and subordinates.
- To find out why subordinates fail to understand messages
communicated to them by their managers and subordinates.
- To find out why managers use ambiguous languages or words to
communicate with their subordinates.
- To find out the best way to communicate easily in the banking
industry.
- To establish cordial relationship between managers and
subordinates.
1.4 Research
Questions
1) What are the causes of communication breakdown between managers
and subordinates in the banking industry?
2) Why do subordinates fail to understand messages communicated by
managers?
3) What are the effects of poor communication in the banking
industry?
4) What are the best ways to communicate easily within the banking
industry?
5) How can cordial relationship be established between managers
and subordinates?
1.5 Significance
of the Study
The research work will be very useful to the
management of banks because communication in organization plays a vital role in
enhancing productivity. And it also integrates the management functions in an
organization.
Banking Industry Staff
The research work will be of benefit to banking
staffs because; it will help them to contribute to the achievement of their
organizational goals and objectives.
Banking Industry
The work will be of benefit to the banking
industry because it brings about utilization, improvement and retention of the
various organizational manpower.
Students
The study will benefit students on the knowledge
of effective communication for academic use and for use in their prospective
working places.
Future Researchers
This research will be of benefit to future
researchers as a source of information for literature review (secondary data).
1.6 Scope
of the Study
The researcher intends to cover concept of
communication in industry, role of communication, types of communication, cause
of communication breakdown, highlight the barriers to communication in banking
industry with particular emphasis on strategies of how to minimize the
incidences of communication breakdown in an industry.
1.7 Limitation
of the Study
Normally, in carrying out any research work which
involved information gathering from primary source (use of questionnaires,
personal observation, interview etc). One is bound to face a lot of problems
which limit the achievement of the objectives. Therefore, it becomes very
difficult for one to cover the whole range of the problem due to the following
reason:
1) There is dearth of financial funds to carryout a comprehensive
research.
2) There is a problem of not having free access to some vital
documents which will help to facilitate the research work as a result of
confidential classification status.
3) The study is limited by time. The time allocated for the
collection of data from the industry to collide with the lecturer’s hours.
4) It will be very difficult to be able to speak to the highly
placed personalities in order to make enquiry.
1.8 Definition
of Terms
Communication:
Communication is defined as the process of exchanging messages between two
parities with the aim of having such messages understood and appropriate action
taken. In another way round, communication is the exchange of information
verbally or written.
Information:
They are processed data or result from logical manipulation of data which
allows decision making.
Data: They are those facts and figures about
people, machines objectives and places etc, which are unprocessed.
Banking: Is defined as a place where valuable
things are kept for save custody.
Industry: Industry is the combination of firms
producing similar goods and services.
Superior: Are referred to as those on the top
ranking of the management i.e. the heads.
Subordinate: Are referred to as those junior staff in
an industry.
Sender: Is referred to that person who initiates
an idea shared with people.
Receiver: Referred to that person receiving the
message, encode it to understand it.
Encoding: The process of transcribing the message into
symbolic form e.g. through writing, picture and speech.
Repertoire: The works known or regulatory performed by a
performer or company.
Semiotic: To do with meaning, the meaning of words.