Download complete project materials on The Effect Of Communication Skills On Office Professionals’ Performance In An Organization from chapter one to five
ABSTRACT
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The study examines the effect of communication skills on office professionals performance. The study was a survey study with four organizations in Kaduna metropolis. The theoretical basis for the study was obtained through review of related literature.
The population of the study is 85 and the whole population was used. The instrument used for the collection of data was questionnaire 85 copies of questionnaires were administered to the respondents and all the copies were filled and returned. For the analysis, 4 research questions were formulated to generate answers.
Based on the data analyzed on the topic under study, the researchers concluded that communication skills has greater effect on office professionals performance as it help them to be able to carry out their assigned task perfectly. Thus, the study recommends among others that Management of organization should organization workshop and seminars to enlighten their office professionals on the importance of communication skills on their performance and how it can affect the productivity of the organization.
TABLE OF CONTENTS
TITLE PAGE. i
DECLARATION.. ii
APPROVAL PAGE. iii
DEDICATION.. iv
ACKNOWLEDGEMENT. v
TABLE OF CONTENTS. vi
LIST OF TABLES. viii
ABSTRACT. ix
CHAPTER ONE. 1
INTRODUCTION.. 1
1.1 Background of the Study. 1
1.2 Statement of the Problem.. 3
1.3 Purpose of the Study. 4
1.4 Research Questions. 5
1.5 Significance of the Study. 5
1.6 Scope of the Study. 6
1.7 Limitations of the Study. 6
1.8 Definition of Terms. 7
CHAPTER TWO.. 9
REVIEW OF RELATED LITERATURE. 9
2.1 Conceptual Definition. 9
2.1.1 What is Effective Communication?. 9
2.1.2 Who is an Office Professional?. 12
2.2 Communication Skills Required of Office Professionals. 13
2.3 Importance of Effective Communication to Office Professionals. 17
2.4 Effect of Ineffective Communication on Office professionals Performance 18
2.5 Causes of Communication Breakdown among Office Professionals. 20
2.6 Strategies Used to Enhanced Effective Communication among Office Professionals 22
2.6 Summary of Related Literature. 24
CHAPTER THREE. 25
3.1 Research Design. 25
3.2 Area of Study. 25
3.3 Population of the Study. 26
3.4 Sample Size and Sampling Techniques. 26
3.5 Instrument for Data Collection. 27
3.6 Validation of Instrument 27
3.7 Administration of the Instrument 27
3.8 Method of Data Analysis. 28
CHAPTER FOUR.. 29
DATA PRESENTATION AND INTERPRETATION.. 29
4.1 Introduction. 29
4.2 Analysis of Research Questions. 30
4.3 Major Findings. 35
4.4 Discussion of Findings. 37
CHAPTER FIVE. 40
SUMMARY, CONCLUSION AND RECOMMENDATION.. 40
5.0 Introduction. 40
5.1 Summary. 40
5.2 Conclusion. 41
5.3 Recommendations. 42
5.4 Areas for Further Study. 42
REFERENCES. 44
APPENDIX A.. 46
APPENDIX B.. 47
1.1 Background of the Study
An Organization cannot operate without Communication. Communication is the life source of every organization because organizations involve people and they cannot interact with each other without communication. In the absence of communication everything would grind to a halt.
According to Hoffman (2010), Communication is an act of transmitting information or messages through talk, gesturing to make known to give information to have a systematic and meaningful relationship. It is also a process of sending and receiving messages by telephone, radio, and act of expressing ideas especially in speech and writing.
Jeffery (2012) defines Communication as exchange of thoughts, feelings and ideas. Jeffery further explains Communication to be vital for people’s personal work related endeavors, it can be through the form of speech, visual aids, hand signals, gesture and writing behavior, Communication basically encrypts to key players which is the sender and the receiver. These two will then exchange messages, thoughts and information.
Communication can take various forms, but all forms involve the transfer of information from one part to the other. In order for the transfer of information to qualify as communication the sender must convey his information using varied communication skills. However, one may be prone to ask what communication skill is all about?
Communication skill is the ability of an individual to convey information to another effectively and efficiently. Office professionals with good verbal, nonverbal and written communication skills help facilitate the sharing of information between people within a company for its commercial benefit (Rho, 2009).
Communication skills may include interpersonal skill, reading skill, writing skills and listening skill among others. Professionals uses all this skills in order to be relevant and be able to cope with the flexible nature of modern offices.
Office professionals on the other hand is seen as someone who is trained on how to handle office equipment and take care of office activities such as receiving correspondents and handling files (Abdulkadir, 2012). Without communication skills the effectiveness of communication in an organization may be questioned.
The Nigerian Institute of Management (2012) opines that all office professionals must be a good record keeper as these records may be demanded at any point in time. Thus must be highly organized in order to be able to discharged his/her duties as expected.
Considering the duties of office professionals which comprises of record keeping and handling of correspondents, one will be tempted to say that all office professionals must be able to communicate effectively to allow organizational productivity.
Attention has been given to the study of organizational communication in organizational behaviour research as a result of the significance of this variable to organizational effectiveness and employee at large. For instance, it has been found that communication improves employee job performance (Goris, 2007), while ineffective communication results to low employee commitment to the organization.
It has also been discovered that effective communication occurs when the sender and the receiver possess necessary communication skills. This research thus, seeks to determine the effect of communication skills on office professionals performance in selected organizations in Kaduna metropolis.
1.2 Statement of the Problem
Communication which entails conveying thoughts, feelings, emotion, sharing ideas among others have been viewed by several authors as an important tool used in the successful running of every organization.
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