Communication As A Tool For Effective Management In The Banking Industry

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Communication As A Tool For Effective Management In The Banking Industry


This work is aimed at critically examining communication as a tool for effective management in the Banking Industry. Union Bank of Nigeria Plc Eastern Area Office was used as a case study.

Literature related to the subject were reviewed. Primary and secondary data were collected through the use of questionnaire, interview and from texts, journals and the company’s records.

From the data collected and analysed, it was found among others that:

  1. Face to face communication is not common between the top management and the subordinates.
  2. For communication to be effective in an organization that the following factors must be observed or maintained.
    • Management must maintain good employee management relationship
    • A common language should be used for betters understanding of communication intents.
  3. Subordinates views should be sought before making decision.

We therefore recommend that to be facilate instruction, the employee responsible for execution should be involved in the formulation of the problem to be solved. Management should therefore, encourage upward communication to obtain information and contribution from subordinates. Management should try to maintain good relationship with the workers in order to have effective communication in an organization.

Chapter One


1.1 Background of the Study

Despite the vital role communication plays in the day-to-day running of an organization there are still numerous cases of ineffective communication in many organization.

The causes of communication problems in the organization could be attributed to the following factors of variables.

When the management of an organisation are friendly and have a good working report, communication tends to be effective but as soon as members of the organisation gossips, or when there is feelings of incompetence and insecurity, there is bound to be ineffective communication.

Moreover ineffective communication in an organisation could as well be a deliberate action of the receiver of the sender. Inability of the sender to properly encode and transmit the message situation about where the subordinate failed to carry out a directive because he thought the superior was not serious.

Ineffective communication could be due to overloading of information. Too much communication bogs down the entire system. Judicious selection of information helps to avoid dogging the entire system with irrelevant memoranda floating around the management from the habit of not reading their mails, and therefore refers to those mails as Junki.

Meanwhile mechanical inefficiency loads to ineffective our organisation. Lack of proper facilitates like telex, telegraphs and fax, telephones etc which is being used for sending and as well as receiving infant business information causes breakdown in communication process.

1.2 Statement of the Problems

Inadequacy and distortion of information to gross inefficiencies. This may result from labour management problems, high morale of workers, lack of workers contribution on decision making etc.

Moreover, inadequate communication can also lead to great financial looses important information reporting immediate crucial decision often arrived late when by looses may have been incurred. Delays in communication have endangered management effectiveness where there is a poor information system the result has been that rumour or gossip arose and often inadequate communication brings misunderstanding and conflicts which possibly lead to industrial strikes and interruption in production operations.

Furthermore, information overload brings breakdown in the communication process. Judicious selection of information helps to avoid dogging the entire system with irrelevant information. In organizations where there are too many memoranda floating around, the managers may form the habit of not reading their mails which he may refer to as (Junk) or of no value.

Another problem of communication in filtering it occurs when the sender sieves the information and transmits only the favourable aspect of it. When the whole picture is not presented there scarcely can the real intention of the message be achieved.

1.3 Purpose of the Study

This study is aimed at:

  1. Identifying the factors that lead to in effective communication in an organization.
  2. And possibly, recommending strategies that would ensure that effective communication is been promoted in the organization.

1.4 Hypothesis Research

Hypothesis one
  • H0: That effective communication process has no effect on workers performance and productivity.
  • Hi: That effective communication process has an effect on workers performance and productivity.
Hypothesis two
  • H0: That effective communication in organization does not exchange democratic or participatory style of leadership.
  • Hi: That effective communication in organization does encourage democratic or participating style of leadership.
Hypothesis three
  • H0: By encouraging feedback mechanism that finding of superiority by top management cannot be controlled or minimized.
  • Hi: By encouraging feedback mechanism that finding of superiority by top management canbe controlled or minimized

1.5 Significance of the Study

The important of effective communication in an organization cannot be over emphasized the research work will be a good help to both the general public, the organization and as well the researchers.

i. Other Researchers

This study will be of great help to the researchers because it may form a source of information for them. They will also gain from the research study since it will expand their knowledge of the subject area.

ii. The Organisaiton

This study will also benefit the organization because based on the findings and recommendations they will have an unbelieved in sight into the communication process of the enterprise with a view to identify problems areas. The recommendation will also benefit them since their implementation may be a solution to the identified problems. Other organizations that have similar communication problems will also benefit from the study.

1.6 Scope of the Study

Communication is a very broad topic no consensus has been reached about. The concept but is believed that every human activity involves communication. The scope of this research project will therefore be limited to evaluating the effectives of communication of Union Bank of Nigeria (UBA) Plc. It will also focus on factors that aid or impede effective communication in organizations in addition to highlighting the incidence of participative communication on workers/management relations. The study will also be extended to find out whether communication process has any effect on workers performance and productivity.

1.9 Definition of Terms


Has been variously defined by different authorities, but the one adopted for this research work is that of Nwachukwu communication is the transfer of ideas from the sender to the receiver.


According to Rogers and Rogers 1976, organization is a stable system of individuals who work together to achieve through a hierarchy of rank and division of labour, common pals.

Communication Process

Is the means of transmitting message from sender to receiver it describes the means of passing message from sender to the receiver of the message.


Is a social process entailing responsibility for the effective and economical planning and regulations of operation of an enterprise, in fulfillment of a given purpose or task.


This refers to those who are working the organization to improve standard of living now.


Response by a message received & which indicate whether or not the message has been understood.


The translation mental perception in some sort of communication code.

Grape Vine

The grape vine is the positive counterpart of rumour in an informal system. But the person who gives out information may not be easy to find.


This refers to unofficial and unconfirmed information sent through interpersonal channels there is no clear out evidence to where the information is carried from.

Chapter Five

Summary, Conclusion and Recommendations

This chapter focuses on the summary of what was done from chapter One to five also offers recommendations and findings as well as provision of the conclusion.

5.1 Summary of Findings

Communication cannot be over emphasized on effective performance of an organization. It is a known fact that communication is so essential to human existence so much that little or nothing can be achieved without communication.

The study centered on communication as a tool for effective management in the banking industry using Union bank for the study.

To carryout this researcher effectively, the survey research design was adopted. And to further make it easier, the researcher employed the questionnaire as instrument for the gathering of data. From the findings, the Union Bank uses written communication technique system.

They use downward-upward (two ways) in channeling their information to the employees. And channel their grievances and suggestions through the union leader (s). This is also, an evidence of good communication. It was also, gathered that there were other barriers that hampers the effectiveness of the system in achieving the organizational performance. Such barriers were information overload, communication apprehension and filtering.

5.2 Conclusions

This study has demonstrated that Union Bank used written communication technique system. There are ideal communication systems.

They use downward-upward direction of communication in channeling their information. This is also an evidence of good communication in an organization. It enhances an effective performance and also, has great impact in productivity.

The study observed that there were other barriers that hamper the effectiveness of organizational performance in the company such as information overload, communication apprehension and filtering. When this is the case, employees tend to select, ignore, Passover or forget information. Though an organizational may have effective communication system, but these barriers may hinder effective performances in the company.

5.3 Recommendations

Having gone through the study successfully and based on the findings, the researcher here by makes the following recommendations.

  1. The company should map out the standard method of communication between superiors and subordinate. In view of this, the management should adopt a system that would help the employees to communicate freely the information they want to transmit.
  2. Managers should be willing to listen patiently to subordinates without premature evaluation and judgment.
  3. Management should ensure that communication system is in line with organizational structure of the company which will involve different departments.
  4. As it was also discovered that there where barriers that hamper the effectiveness of organizational performance. Such barriers can be corrected if the management should examine critically the necessary information at the right time.
  5. Finally, manager of an organization should also, see a communication feedback as effective tool to an employee’s productivity.

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