EFFECT OF POOR COMMUNICATION SKILLS ON THE PERFORMANCE OF SECRETARIES IN AN ORGANIZATION

1.1 Introduction

Communication skill covers all activities that an individual does when he wants to make a transformation in someone else’s mind. This is a meaning bridge between an individual or individuals and organization. Communication is a process that contains expressing, listening and understanding (Banerji and Dayal, 2005). Similarly, emphasizing social aspect of communication, communication that takes part on the base of social life and forms the content of organizational structure is a process which aims at conducting good relationships between groups and organizations (Dogan, 2005).

As a prelude to other parts of this study, this chapter will discuss the background upon which this study was initiated, the statement of problems that led to this study, the Aim and Objectives of the study. Others are Significance of the study, Scope of work, Research hypothesis and questions, Limitation of the study and Definition of technical terms.

1.2 Background of Study

Lift without communication would be monotonous and uneventful. Communication gives man the opportunity to interact with others. The great strides that the world has recorded today in the areas of technology, science, medicine, geology, economics, polities, etc, for instance are all due to the impact of communication.

Communication is the link between the past, the present and the future. Just as it is impossible for man to do without communication, so it is for an organization. For an organization to be viable, there must be a link within it, between it and other organization (Onyenkwere & Nkoro, 2007).

Therefore, the bedrock of any successful organization depends on how effective information and communication are managed at all times. Among the basic tools needed for the effective performance of secretaries in the organization are subtly penchants in art of communication. Secretaries, does with poise, drive and determination in order to be able to function well in an office. She should be able to decide when to communicate, where to communicate, what to communicate with and how to communicate. The efficient and systematic handling of these which include: the receiving and giving out of information, receiving and recording of incoming correspondence, recording and dispatching of outward correspondence preservation of document and other affiliate materials for future reference are generally referred to as information management. Work is all about understanding the information attached to it. When there is effective communication flow between the manager and his staff, works in an organization also flows freely and smoothly, information reaches the workers easier and faster. A good communication and information management leads to effective and progressive business organization.

Therefore, secretary, whose inability to converse and relate intelligently with visitors or customers in English language or whose communication skills poor and grossly inadequate creates a poor impression on the mind of the customers about the organization. In view of the cordial relationship that exists between the secretary and the communication that prompted the polytechnic curriculum to include communication in English as a course offered by secretarial students at National Diploma Level, and Higher National Diploma Level. Typewriting and shorthand, which are the core courses in secretarial studies department, house their offshoot from English Language.

Thus, an intelligent and effective secretary who handles his/her work with tact and finesse is a good ambassador of her organization. An error free amiable display work sent to another organization will no doubt form a good positive impression on the sender and the organization and invariable serve as a credit to the secretary from whom the work is originated from.

According to Titus (2007), secretaries are aided in these tasks by a variety of office equipment and automated system. The impact of office information and communication technology in these functions is to increase the accuracy, speed and efficiency of executing the task element thus, increasing the effectiveness of the secretary and not to eliminate or make the secretary redundant. Business office is a channel by which information flows into, out and around the organization; activities, which are involved in an organization include: receiving, sorting, arranging, recording and transmitting information. Thus, organization is referred to as the coming together of people to carry out certain activities such as production of goods and services for accomplishment of certain objective.

Therefore, communication is an indispensable element in the running of an organization due to the flow of information within and outside an organization that it vindicates the importance of secretaries with good knowledge of communication. So it is a matter of concern for a secretary to identify and familiarize herself with then type of organization he/she works in respect to mode of communication in use so as enable him function prominently. This has been seen from the fact that each organization has its own system of communication specifically designed to suit the purpose for which it was established. He/she (secretary) should seek to know the hierarchy of an organization and comprehend the proper flow of information acceptable in hi/her organization (Ojuku, 2006).

According to Onukaogu (1991), communication can be categorized under two-board heading. These are verbal and non-verbal cue. Under verbal communication cues, they are speech and writing, under non-verbal communication they are eye contract, mouth, posture, etc. verbal communication is referring to the process of transmitting message among individual such as face to face or on the telephone. It can be used during interview of all kinds, in briefing situation, during business and occasion where request are made or instruction given.

It is the most common way of passing information within an organization. Public lectures, meetings, workshops, letter writing all, attributing to verbal communication. Non-verbal communication refers to the process of communicating without the use of words, smile, frowns, who sits where at a meeting, the size and the location of an office, how long someone keeps visitor waiting, all these communicates, pleasure, anger, friendliness or distance, power and status. Information could be transmitted internally or externally. This implies that specific information meant for the consumption of people within organization as well as some information for the public. The mode of transmitting information varies from one organization to another.

In fact a vertical communication, horizontal communication, quasi vertical and diagonal communication function in an organization, therefore, the secretary need, to posses implacable knowledge of communication skills becomes a matter of great importance. For that, secretaries should always strive to find ways to meet up or to update his or her communication skills.

Therefore, in Nigeria where the research was carried out, the activities that was conducted is to know the Effect of Poor Communication Skills on the Performance of Secretaries in an Organization.

1.3 Statement of Problems

Secretaries in an organization are faced with a lot of setbacks and challenges due to lack of effective communication skills, which are needed to meet up with today's office work. Also constituting problems is inability to meet up with the modern office automation such as computer, electronic communicating system, fax, telephone, etc.

In view of the above situation, the problems of the study are therefore, to determine the communication used by organization, communication process and information technology and communication channel and media adopted by an organization.

1.4 Aim and Objectives of Study

The aim of the study is to identify the Effect of Poor Communication Skills on the Performance of Secretaries in an Organization using Nigeria Agip Oil Company, Port Harcourt, Rivers State as a case study. In achieving this aim, the following specific objectives were laid out as follows to:

1. Determine the effect of poor communication skills on the Performance of Secretaries.
2. Determine the effect of method of communication used by the organization.
3. Determine the effect of communication process and information technology.
4. Determine the effect of channel and media adopted by an organization.

1.5 Research Questions

The study came up with research questions so as to be able to ascertain the above stated objectives. The specific research questions for the study are stated below as follows:

• Do poor communication skills affect the efficiency of a secretary in an organization?
• Do methods of communication in a organization affect the performance of secretary in an organization?
• Do communication process and information technology affect the performance of secretary in an organization?
• Do the communication channel and media adopted by an organization affect the secretaries' performance?

1.6 Research Hypothesis

In order to pursue the objective of this study, the following generalized statements have been designed to guide and aids in obtaining the result for the experiment to be conducted. For this work, the null hypothesis will be represented with H0 while the alternative hypothesis will be represented with hypothesis H1.

• H0: There is no significant difference between the opinions of managers and secretaries that poor communication skills affect the performance of secretaries in an organization.
• H1: There is a significant difference between the opinions of managers and secretaries that poor communication skill affects the performance of secretaries in an organization.

1.7 Significance of Study

It is hoped that the outcome of this study will be of great benefit to employers, secretaries, institutions and trainers of secretary, as it will provide a research based contribution on the effect of poor communication skills on the performance of secretaries in an organization.

The result of the study will reveal the effect of poor communication skills, method of communication used by an organization, the communication process and information technology and communication channels and media adopted by an organization.

1.8 Scope of the Study

According to Ocho and Udenga (1997), the scope of the study prescribes the limits or boundaries of the study. The study, therefore, covered the effect of poor communication skill on secretary's performance (i.e. lack or good communication skills, method of organizational communication, communication process and organizational technology and communication channel and media).

1.9 Limitations of the Study

During the course of this study, many things militated against its completion, some of which are:

1. Time Constraint: The time frame given to accomplish this project was very short due to school academic calendar and it was carried out under pressure which made the researcher not to implement some necessary features.
2. Establishment Policies: Establishment policies posed a serious limitation as most staffs are not ready to release information needed for this project work. There were lots of information needed from the staffs of this establishment to enhance the study which took them time to release or they did not release at all for security purposes, hence the scope was reduced.
3. Research material: availability of research material is a major setback to the scope of the study.
4. Frequent power failure: This made the researcher append more money on fuel to ensure sustainable power.
5. Financial Constraint: Insufficient fund tends 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).