The Impact Of Effective Communication On Organizational Growth (A Case Study Of MTN Telecommunications Ltd.)

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The Impact Of Effective Communication On Organizational Growth (A Case Study Of MTN Telecommunications Ltd.)


Abstract


This study was carried out to examine the impact of effective communication on organizational growth using MTN Telecommunications LTD, Lagos State as a case study. The study was specifically set to determine whether there is a significant relationship between effective communication and organizational growth, ascertain the role effective communication in enhancing organizational growth, and identify the factors hindering effective communication in Telecom organizations in Nigeria.. The survey design was adopted and the simple random sampling techniques were employed in this study. The population size comprise of staff of MTN Telecommunications LTD, Lagos State. In determining the sample size, the researcher conveniently selected 119 respondents while 110 were received and 100 were validated. Self-constructed and validated questionnaire was used for data collection. The collected and validated questionnaires were analyzed using frequency tables and percentage, while the hypotheses was tested using Pearson correlation statistical tool, SPSS v23. The result of the findings reveals that the roles effective communication in enhancing organizational growth includes: enhances conflict free work environment, it aids an adequate resource distribution/utilization, it promotes employees commitment, it improves organizational productivity, and it promotes organizational goodwill. The study recommends that simple organization structure should be designed and implemented for easy flow of communication. Downward, upward and horizontal flow of information is better and easily facilitated in a modest organization structure. To mention but a few.


Table of Content


  • Title Page
  • Certification
  • Dedication
  • Acknowledgement
  • Table of Content
  • List of Tables
  • Abstract

Chapter One:

Introduction

  • 1.1 Background of the Study
  • 1.2 Statement of the Problem
  • 1.3 Objective of the Study
  • 1.4 Research Questions
  • 1.5 Research Hypothesis
  • 1.6 Significance of the Study
  • 1.7 Scope of the Study
  • 1.8 Limitation of the Study
  • 1.9 Definition of Terms
  • 1.10 Organisations of the Study

Chapter Two:

Review of Literature

  • 2.1 Conceptual Framework
  • 2.2 Theoretical Framework
  • 2.3 Empirical Review

Chapter Three:

Research Methodology

  • 3.1 Research Design
  • 3.2 Population of the Study
  • 3.3 Sample Size Determination
  • 3.4 Sample Size Selection Technique and Procedure
  • 3.5 Research Instrument and Administration
  • 3.6 Method of Data Collection
  • 3.7 Method of Data Analysis
  • 3.8 Validity of the Study
  • 3.9 Reliability of the Study
  • 3.10 Ethical Consideration

Chapter Four:

Data Presentation and Analysis

  • 4.1 Data Presentation
  • 4.2 Analysis of Data
  • 4.3 Answering Research Questions
  • 4.4 Test of Hypotheses

Chapter Five:

Summary, Conclusion and Recommendation

  • 5.1 Summary
  • 5.2 Conclusion
  • 5.3 Recommendation
  • References
  • APPENDIX
  • QUESTIONNAIRE

Chapter One


Introduction

1.1 Background of the Study

All organizations rely on communication for their basic functioning. Communication is used to transfer information to their audience about the organizations’ mission and vision, policies, and procedures, tasks and duties, and various activities within the company (Farmer, Slater, & Wright, 1998). As simple as communication may look, research has shown that communication can build or destroy an organization’s existence. Therefore, a good communication strategy is essential for a business to survive. Communication acts as a link between decision-makers and all employees. When poorly carried out, communication has been said to cause interpersonal conflict in organizations. What people hear or understand is largely based on experience and background. People have preconceptions about what people are going to say, and if these preconceptions do not fit into their framework of reference, adjustments are made until they do (Baskin et al., 1997).
The term communication is derived from the Latin word, (Communis), which means “to share” (Ezezue, 2008). Consequently, this means sharing would enable one to partake and co-operate hence it is a social activity. However, if there are no common understanding results from the transmission of symbols (verbal or non-verbal), there is no communication (Donnelly, Gibson, & Ivancerich, 1984). Effective communication is strategic for organizational goal achievement. However, ineffective communication in an organization may result in uncertainty, apprehension and dissatisfaction; these result in, poor productivity. It is therefore necessary that managers communicate with employees effectively. The extent to which a manager accomplishes corporate goals depends on his ability to communicate effectively (Herich, 2008). The fact remains that many executives still do not understand what communication is and its role in the success of an enterprise (Nnamseh, 2009).

Effective communication enhances organizational relationship and minimizes strikes and lockouts. Organizational purposes and goals are sometimes defeated when communication is not effective. Wastes and costly mistakes have been made due to gaps in communication. Lack of effective communication is one of the major reasons that can lead to confusion and poor planning in many organizations. This is because communication is the source of information used by managers in making decisions that affect the performance of the organization. A manager’s Communication Skills are vital in not only decision making but transmitting the results and intention of the decisions to other people. In most organizations, managers often concentrate on meeting targets and expect the role of effective communication to come from human resource department. This puts a strain on the free flow of information that assists staff to understand this information. The contribution of employees to jobs is the most important factor for development and excellence in the organization because the fulfillment of necessities in terms of satisfactory and correct information regarding the organization and their roles to be accomplished can enhance performance (Greenberg & Baron, 2008).

According to Booth (1986), the systems theory is more relatable to communication. It recognizes the role that communication plays in helping efficient functioning between the various components of the organizations. In systems theory, the whole determines the character and functions of parts (Waweru, 2002). This means that the main systems are designed into subsystems, making up the whole system, which operates within a larger environment. The systems theory operates from primary principles of inter-relatedness and interdependence, it can be said that the same basic principles form the basis from which communication audit occurs. Every organization has a hierarchical structure with the various sections functioning as a whole structure and all the staff working towards a common goal. The systems theory is therefore appropriate for this study. Given this, the researchers would determine the effects of effective communication on organizational productivity.

Perfect Communication would exist when a thought or idea is transmitted so that the mental picture perceived by the receiver was the same as that envisioned by the sender. Any idea no matter how great is useless until it is transmitted and understood by others. Puth (2002) in his studies argued that the most valuable resources within an entity are the employees and performance in these entities can be improved by way of sharing information regarding policymaking. Therefore, it is the responsibility of managers to encourage the flow of information to enhance the organization’s performance as well as employee productivity. This makes communication very essential for all participants as it integrates most managerial purposes.

Managers have at their disposal various communication tools which when well-balanced and understandable can boost communication. Based on different projects within an organization, employees form teams and groups. Teams and groups use communication to resolve essential problems within those groups. Leaders must empower and support employees to solve problems and to control quality (Fletcher, 1999). They are significant for delegating work and avoiding unnecessary conflicts (Agrawal, 2012).

Concentrating on sound effective communication can be influential in improving the accuracy and speed with which employees perform their tasks, coupled with other developments such as structures that will facilitate the ease of access and flow of communication (Robert et al., 1957). Existing organizational work requires organizations to focus more on effective communication processes since tasks are becoming extra complex due to multicultural work environments. Communication is a central function in organizational performance. Getting the message across effectively and having it understood is a prerequisite to progress. There is no point in moving forward if the basic message is lost, or there are barriers in the process.


1.2 Statement of the Problem

Organizational performance plays a very vital role in achieving of its vision and mission, objectives-goals. An organization’s relevance and sociability engage with society depends on its communication infrastructure and information flow. Unfortunately, Telecom firms in Nigeria lacks a cohesive and efficient communication policy. The clients of the Telecom companies in Nigeria have launched sever dissatisfaction with regards to constant delays in processing their claims. More so, communication plays a vital role in harmonizing all departments of an organization to enhance organizational performance. Therefore, the organizational communication structure, channels of communication, communication policy, and communication system at Telecom companies needed to be evaluated to determine how relevant and effective they are in this era of Information Technology and to determine the effects of communication on organizational performance.


1.3 Objective of the Study

The primary objective of the study is to examine the impact of effective communication on organizational growth (a case study of MTN Telecommunications LTD).

The specific objectives is as follows:

  1. Determine whether there is a significant relationship between effective communication and organizational growth.
  2. Ascertain the role effective communication in enhancing organizational growth.
  3. Identify the factors hindering effective communication in Telecom organizations in Nigeria.

1.4 Research Questions

The study will be guided by the following questions;

  1. Is there a significant relationship between effective communication and organizational growth?
  2. What are the roles effective communication in enhancing organizational growth?
    1. Enhances conflict free work environment
    2. It aids an adequate resource distribution/utilization
    3. It promotes employees commitment.
    4. It improves organizational productivity
    5. It promotes organizational goodwill
  3. What are the factors hindering effective communication in Telecom organizations in Nigeria?
    1. Information Overload
    2. Lack of inclusiveness
    3. Time lag at the point of communication with limited frame for delivery
    4. Filtering and inconsiderable deadlines
    5. Poor managerial skills
    6. Poor team-play

1.5 Research Hypothesis

  • Ho: There is no significant relationship between effective communication and organizational growth.
  • Ha: There is a significant relationship between effective communication and organizational growth.

1.6 Significance of Study

This research has several benefits. The findings; Provide information to organizational stakeholders on communication needs, problems, possible solutions, and the effects of communication on organizational performance; add to the general body of existing knowledge in communication; enable management to provide a favorable communication atmosphere necessary for organizational vibrant growth and to foster understanding between senior and junior staff.


1.7 Scope of the Study

The scope of the study covers the impact of effective communication on organizational growth. The study will be delimited to MTN Telecommunications LTD, Lagos State.


1.8 Limitation of the Study

Like in every human endeavour, the researchers encountered slight constraints while carrying out the study. Insufficient funds tend to impede the efficiency of the researcher in sourcing for the relevant materials, literature, or information and in the process of data collection (internet, questionnaire, and interview), which is why the researcher resorted to a moderate choice of sample size. More so, the researcher will simultaneously engage in this study with other academic work. As a result, the amount of time spent on research will be reduced.


1.9 Definition of Terms

Impact:

A marked effect or influence.

Communication:

The imparting or exchanging of information by speaking, writing, or using some other medium. Management The process of dealing with or controlling things or people.

Organizational Performance:

This consists of the actual output or results of an organization as measured against its intended outputs


1.10 Organization of the Study

The study is categorized into five chapters. The first chapter presents the background of the study, statement of the problem, objective of the study, research questions and hypothesis, the significance of the study, scope/limitations of the study, and definition of terms. The chapter two covers the review of literature with emphasis on conceptual framework, theoretical framework, and empirical review. Likewise, the chapter three which is the research methodology, specifically covers the research design, population of the study, sample size determination, sample size, and selection technique and procedure, research instrument and administration, method of data collection, method of data analysis, validity and reliability of the study, and ethical consideration. The second to last chapter being the chapter four presents the data presentation and analysis, while the last chapter(chapter five) contains the summary, conclusion and recommendation.


Chapter Five


Summary, Conclusions and Recommendations:

5.1 Introduction

This chapter summarizes the findings on the impact of effective communication on organizational growth using MTN Telecommunications LTD, Lagos State as a case study. The chapter consists of summary of the study, conclusions, and recommendations.


5.2 Summary of the Study

In this study, our focus was to examine the impact of effective communication on organizational growth using MTN Telecommunications LTD, Lagos State as a case study. The study was specifically set to determine whether there is a significant relationship between effective communication and organizational growth, ascertain the role effective communication in enhancing organizational growth, and identify the factors hindering effective communication in Telecom organizations in Nigeria.

The study adopted the survey research design and randomly enrolled participants in the study. A total of 100 responses were validated from the enrolled participants where all respondent are staff of MTN Telecommunications LTD, Lagos State.


5.3 Conclusions

In the light of the analysis carried out, the following conclusions were drawn.

  1. There is a significant relationship between effective communication and organizational growth.
  2. The roles effective communication in enhancing organizational growth includes: enhances conflict free work environment, it aids an adequate resource distribution/utilization, it promotes employees commitment, it improves organizational productivity, and it promotes organizational goodwill.
  3. The factors hindering effective communication in Telecom organizations in Nigeria includes: information overload, lack of inclusiveness, time lag at the point of communication with limited frame for delivery, filtering and inconsiderable deadlines,
  4. Poor managerial skills, and poor team-play.

5.4 Recommendations

Based on the findings of the study, the following recommendations are proffered.

  1. Simple organization structure should be designed and implemented for easy flow of communication. Downward, upward and horizontal flow of information is better and easily facilitated in a modest organization structure.
  2. Communication in polytechnic management should be constructively designed and delivered towards effecting peace and promoting harmonious environment which is a requisite for achieving organizational goals.
  3. Managers are advised to spend much time when it is necessary in Communicating verbally to their subordinates because it enhances Proper understanding of the message. In addition, managers are encouraged to make use of feedback while communicating with their workers/subordinate. This is because feedback will help them understand whether their message has been received as intended.
  4. Communication should be done in a language that is commonly understood; written communications should be simple and instructions drafted in such a way that everyone in the organization understand them; communication should flow in all directions in the organizations and the clarity of language used should be concise.
  5. Management staff as well as academic and non-teaching staff should be accessible in terms of flexibility in their communication with others.
  6. Organizations policies and goals must be communicated to all stakeholders in a very clear manner to enable all be abreast of the ideals of the organization and work to achieve these goals.

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