COMMUNICATION AND ORGANIZATIONAL PERFORMANCE OF UNION BANK OF NIGERIA PLC, ENUGU
ABSTRACT
This research work assessed Communication and Organizational Performance in Union Bank of Nigeria Plc, Enugu. The objectives of the study included to: find out the extent ineffective communication has affected Union Bank Nigeria Plc, ascertain the causes of ineffective communication in Union Bank Nigeria Plc, determine the ways of minimizing the problems of ineffective communication in Union Bank Nigeria Plc and examine the outcome of ineffective communication in Union Bank Nigeria Plc. The researcher adopted the survey research method.  The major instrument of data collection was the questionnaire. The sources of data were the primary and secondary sources. The population of the study was 95 while the sample size of 77 was determined using the Taro Yamane’s formula. The data collected were presented in tables of frequencies and percentages using the five point Likert scale. The hypotheses were tested using the chi-square distribution formula. The findings included that Ineffective communication has affected Union Bank Nigeria Plc to a large extent, language, channel and structural barriers are some of the causes of ineffective communication in Union Bank Nigeria Plc, language, channel and structural barriers are some of the causes of ineffective communication in Union Bank Nigeria Plc, listening attentively and patience are some of the ways of minimizing the problems of ineffective communication in Union Bank Nigeria Plc and the outcome of ineffective communication includes negative administration structure in Union Bank Nigeria Plc. The researcher concluded that problems of ineffective communication in an organization include language barriers, channel barriers and information overload and it was recommended that management of the banking industry should communicate in a language that is commonly understood, the causes of ineffective communication should be removed in the banking industry, both the management and the employees of the banking industry should be aware of the various ways of minimizing the problems of ineffective communication and negative administrational structure should be averted through effective communication.
TABLE OF CONTENTS
CHAPTER ONE: INTRODUCTION
1.1     Background of the Study                        
1.2     Statement of the Problem                    
1.3     Objectives of the Study                         
1.4     Research Questions                            
1.5     Research Hypotheses                         
1.6     Significance of the Study                        
1.7    Scope of the Study                             
1.8    Limitations of the Study                        
CHAPTER TWO: REVIEW OF RELATED LITERATURE
2.1    Conceptual Framework of the Study                
2.2     Theoretical Framework of the Study                
2.3    Empirical Review                              
2.4 Summary of Review of Related Literature            
2.5 Gap in the Review of Related Literature             
CHAPTER THREE: METHODOLOGY
3.1    Research Design                            
3.2    Area of Study                                
3.3    Sources of Data                            
3.3.1    Primary Sources                            
3.3.2 Secondary Sources                            
3.4     Population of the Study                        
3.5    Sample Technique and Sample Size Determination    
3.6     Instruments for Data Collection                
3.7    Validity of the Instrument                     
3.8    Reliability of the Instrument                    
3.9     Methods of Data Presentation and Analysis        
CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND DISCUSSION OF FINDINGS
4.1    Data Presentation                            
4.2    Bio-Data                                    
4.3     Data Relating to Research Questions                
4.3.1 Research Objective One                        
4.3.2 Research Objective Two                        
4.3.3 Research Objective Three                        
4.3.4    Research Objective Four                        
4.4    Test of Hypotheses                            
4.4.1 Test of Hypotheses One                        
4.4.2 Test of Hypotheses Two                        
4.4.3 Test of Hypotheses Three                        
4.4.4    Test of Hypotheses Four                        
4.5    Discussion of Findings                         
4.5.1 Discussion Based on Hypothesis One            
4.5.2: Discussion Based on Hypothesis Two            
4.5.3: Discussion Based on Hypothesis Three            
4.5.4    Discussion Based on Hypothesis Four            
CHAPTER FIVE: SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS
5.1    Summary of Findings                         
5.2     Conclusion                                 
5.3     Recommendations                             
5.4    Contribution to Knowledge                     
5.5     Suggestions for Further Research                
List of References                             
Appendix A                                
Appendix B                                
CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
Communication is indispensable in all spheres of human and business endeavours. It is the lifewire and the key success of all business organizations. Communication involves everybody, it is the pivot upon which the existence of human and business organizations revolves and based on this, the issue of communication has developed into a major area of study and formidable social force. Consequently communication can be defined as the “exchange of information between a sender and a receiver, and the inference (perception) of meaning between the individuals involved (Bowditch, 2014:101). Analysis of this exchange reveals that communication is a two way process consisting of consecutively linked elements. Managers who understand this process can analyze their own communication patterns as well as design communication programmmes that fit organizational needs (Kinicki & Kreitner, 2016:90).
Bernard (2013:56), saw communication as “the means by which people are linked together in an organization to achieve a common goal”. If a manager is to relate to his subordinates, he must communicate effectively if an organization wishes to sty in business and enjoy high patronage, there must be effective communication. Also if management wants its decision implemented, it must communication its policies and programmes effectively.
As much as humans may want to ignore the essence of communication, the concept remains just a distant elusion. This is typically the case in business where communication is the pivot around which the success or failure of a company or organization depends.
Communication is widely used in running almost all organizations effectively. Effective communication is essential for any business or organization to prosper. It cuts out wasted time and provides both customers and employees with the necessary tools to succeed and find satisfaction. When communication is not effective, the end result is an increase in production and service time. In order to avoid this outcome, effective communication must be in place (Joey, 2012:67).
Communication is applied to all phases of management. It is particularly important in the function of leading. Communication is critical for all levels of human behaviour, man’s ability to think and transmit the thought through the communication process, provides the binding elements for social interaction. The relationship between success
and failure of human endeavour depend to a great extent upon the effectiveness of communication.
According to Johnson (2014:42), the management effectiveness depends on his ability to listen, to read, to speak and to write. Unfortunately, the importance of communication has not been well recognized in business.  It is generally believed that anyone with common sense can write, most Managers write to impress not to express. Effective communication is a fundamental aspect of job performance and managerial effectiveness.  Hence, this research study examined communicating and organizational Performance of Union Bank main Office Enugu as a case study.
1.2 Statement of Problem
Ineffective communication constitutes a major problem to any organization. It goes a long way in preventing such organization from achieving the set objectives. Irrespective of the different perspective one may look at it, be it from the angle of the employee or the employer, it is always believed that ineffective communication is unfavourable towards the realization of the organizational goals.   
Ineffective communication is seen as a problems caused by different 'barriers. Physical distraction is one of the barriers. This occurs when the elements of the surrounding such as poor lighting, background noises, atmosphere, etc can really drive off your focus span during communication.
Furthermore, another barrier is attitude. If you feel strong emotions like anger or unhappy, you will most likely feel uncomfortable to listen or even speak with someone. In addition, language barriers can happen anytime. Everyone have their own mother tongue language as well as their own interpretation of certain words and phrases. This may affect effective communication, when one does not understand another person’s language.
1.3 Objectives of the Study
The general objective of the study is to examine the communication and organizational performance. However, the specific objectives include:
1.    To find out the extent ineffective communication has affected Union Bank Nigeria Plc.
2.    To ascertain the causes of ineffective communication in Union Bank Nigeria Plc.  
3.    To determine the ways of minimizing the problems of ineffective communication in Union Bank Nigeria Plc.
4.    To examine the outcome of ineffective communication in Union Bank Nigeria Plc.
1.4 Research Questions
 Based on the objectives of the study, the following research questions were raised:
1.    To what extent has ineffective communication affected Union Bank Nigeria Plc?
2.    What are the causes of ineffective communication in Union Bank Nigeria Plc?  
3.    What are the ways of minimizing the problems of ineffective communication in Union Bank Nigeria Plc?
4.    What are the outcome of ineffective communication in Union Bank Nigeria Plc?
1.5 Statement of Hypotheses
Based on the research questions, the following hypotheses were formulated.
Hypothesis One
H0: Ineffective communication has not affected Union Bank Nigeria Plc to a large extent.
H1: Ineffective communication has affected Union Bank Nigeria Plc to a large extent.
Hypothesis Two
H0: Language, channel and structural barriers are not some of the causes of ineffective communication in Union Bank Nigeria Plc
H1: Language, channel and structural barriers are some of the causes of ineffective communication in Union Bank Nigeria Plc.
Hypothesis Three
H0: Listening attentively and patience are not some of the ways of minimizing the problems of ineffective communication in Union Bank Nigeria Plc
H1:     Listening attentively and patience are some of the ways of minimizing the problems of ineffective communication in Union Bank Nigeria Plc.
Hypothesis Four
H0:    The outcome of ineffective communication does not include negative administration structure in Union Bank Nigeria Plc.
H1:    The outcome of ineffective communication includes negative administration structure in Union Bank Nigeria Plc.
1.6    Significance of the Study
This research study is very important because it examines the problems of ineffective communication in an organization. The management and employees of various banking organizations will benefit from this research study because they will be able to communicate effectively among themselves and their customers.  The researcher (student) will benefit from this research work as it is a partial requirement for the award of a Bachelor of Science (B.Sc) in Business Administration. The university will benefit as the research work increases its data bank. The research work also serves as a reference material for further research work.
1.7 Scope of the Study
The work has three scopes:
1.    The geographical scope is the main office of Union Bank of Nigeria at 3 Garden Avenue GRA Enugu
2.    The content scope is problems of ineffective communication in an organization.
3.    The time scope is between 2016-2017.
1.8 Limitations of the Study
The researcher encountered some challenges while carrying out this research work, such as:
Uncooperative Attitude of the Respondents: It was not easy booking appointment with the members of staff of Union Bank Nigeria Plc, and the staff members were equally economical with information.
I overcame this limitation through the help of one of their managers who educated and sensitized them by letting them know that this is just for the academic exercise.