Communication as a Managerial Tool for Goal Attainment

February 7, 2013 By Ifeanyi Nwadei

ABSTRACT:
Communication is very important to human existence. It is the basis for man to relate with one another. Interpersonal relationship is enhanced by effective communication irrespective of the setting. Communication in the informal sector may not be guided by formal rules like the formal sector which government establishments and business organisations belong. In the informal sector, communication procedures may not follow specified structure like the formal sector. The formal sector needs to take proactive steps to ensure that communication is effective to enable the achievement of organisational goals.

ARTICLE TEXT:
Communication is one of the earliest skills an individual learns. Learning communication skill starts at birth. A baby who may not have learnt speaking could communicate with the people around through cry or other signals. The interaction between the child and those around is communication. The ability of those around to understand the child’s need and responding to it is referred to as effective communication. It is also possible that the people around may not understand what the child wants which may lead to poor response. In this case, the communication could be said to be ineffective.
New members of the society are brought in through the family where they are born. The family is the primary socialization unit where the new born learns the dos and do nots of the society. Here also, the child learns communication skills. Communication skills are learnt through observation and listening to older members of family. However, the child is born with some innate communication abilities which are shaped and reshaped through socialization processes. Further development in communication skills continues for life through several agents of socialization.
Like the child, a new employee is expected to learn new communication skills to fit into the organization. This could be achieved through formal orientation and other informal integration processes the new employee may be exposed to. There should be no assumption that new employee’s educational qualifications or other personal factors are sufficient for such a new employee to communicate effectively in the organization. Any such assumption could lead to poor attitude to effective communication in the long run. It is also possible that the older employees may not have learnt communication skills required for effectiveness in the work place. Such persons hinder the attainment of organizational objectives. They also require training to improve.
Every organization requires the development of a comprehensive communication structure for itself under which good organizational culture could also develop and thrive. Communication processes in an organization reflects to a great extent the general attitude of management and staff. It also translates into job performance. Therefore, attention needs to be paid to it if the organization must meet its objectives. Effective communication is very important both in the formal and the informal sectors of the society.
It may be necessary to identify types of communication to enable us determine how effective they could be and the required skill an individual need to develop. Communication has been classified in several ways by different scholars. However, it may be classified into three types as stated below: -
Physical expression/Non verbal communication:- An individual learns first how to communicate using sound and expressions. This could be seen in new born babies. A mother watches her new born closely to enable her understand every signal given by the child. The kin attention paid to this kind of communication would make her respond accurately to most of the child’s needs thereby assisting to build cordial relationship between them. This appears to be the reason why mother child relationship is seen as strong.
Non-verbal communication is also used by adults to convey information. It may be used in isolation or in combination with speech. Though, it becomes the most important form of communication when speech development in children is poor or absent. The dumb may not produce coherent speech sound but could use sound in combination with gestures and other forms of expressions to convey meaning. Non-verbal communication expression is learnt but becomes spontaneously used by individuals after a time. The process of learning the use of non-verbal communication could be achieved through informal education. Though, the use of sign language as a means of communication is currently becoming popular and it is learnt in formal education system.
Oral communication: - Oral communication is the process of using coherent sounds to convey meaning. An individual learns how to use sounds which represents the language commonly used in the home. It is a common knowledge that children learn sounds associated with the closest person to them, sometimes mom or dad. Therefore, it would not be strange to hear children using the language they learnt at home which may fit or not into other settings outside the family. It would take further socialization process for such children to learn that the choice of words to use at different occasions differs.
Oral communication could be learnt both in the formal and the informal settings. An individual’s level of education could easily be assessed while speaking. Education improves people oral communication abilities. Oral communication could be learnt in the formal or informal system. Formal form of oral communication is mostly used in organizations without a total exclusion of the informal form. Though, the informal form could be frowned at depending on the personal relationship of the individuals concerned. Management and employees need to know where the lines are drawn to avoid possible friction.
Written communication: - This type of communication has been agreed to be the most reliable form. It represents a well thought out idea put down in paper. Written communications are mostly used in formal systems. Instructions to subordinates are given in writing to minimize misunderstanding. The employees use writing in making request from the employer. Written communication shows evidence of work performed in an organization. However, there are different types of written communication such as: formal and informal letters, circular letters, memorandum, minutes, minute, reports, query, etc
Communication skills
This can also be referred to as interpersonal communication skills or interpersonal relations. Though, there is intra personal communication which could be called soliloquy. This may require no special skills unlike interpersonal communication which involves more than one person. Some of the skills required to effectively engage in interpersonal communication would be considered below:
• Speaking is a skill which involves the use of language to convey meaning. The level of development of this skill determines how effective communication could be. Choice of words to use in different occasions is part of this skill development. For instance, when one tells a friend ‘you are lying’, it may not sound insulting but could be insulting when used on a superior person. The individual could convey the same meaning when speaking with a superior by saying, ‘sir, what you said appear not to reflect the true situation’ or any other modest words. The use of appropriate words could build and maintain good interpersonal relationship among colleagues and superiors both in the formal and the informal systems.
• Listening appears to be very easy but it is not. A man once asked his children to say the bible title taken in the church. It was discovered that none of them remembered it but were able remember the story that was told during the sermon. This kind of thing happens to most people during communication. Stories told may be retold in a different way distinct from the first story told. So many factors are responsible for hindering listening. The ability of individuals to minimize the effects of these hindering factors shows the listening skill of the individual. Listening skill is very crucial to employees in organizations in order to minimize misunderstanding of instructions from superiors which could imply cost.
• Writing is the representation of words in symbols. There are so many writing tools available. The choice of tools to be used may reflect the importance an individual attached to information to be passed. Writing is a skill which is learnt over time to enable an individual communicates effectively. The effective use of written communication requires the user to comply with certain rules. The rule for formal communication differs a little from that of informal communication.
• Reading is the ability of an individual to interpret symbols representing words or information. Symbols representing words differ depending on the language. The symbols used to represent words for official communication in Nigeria are alphabets and figures. Every official is expected to interpret such symbols. Poor interpretation of symbols would result in poor performance of official assignment. Efforts are required by management to enhance the reading capacity of every employee to reduce the incidence of misinterpretation thereby eliminating/reducing poor job performance.
• Facial expression is used in communication. The use of facial expression is learnt through imitation. Sometimes, facial expression could be spontaneous which would reflect attitude or mental state. Facial expression could be used alone or in combination with other oral forms of communication. The relationship between the individuals involved in the communication defines how well they could interpret one another. For instance, a smile may indicate approval or disapproval. When the individuals involved are able understand themselves, the communication is then effective. Facial expression may not be an acceptable communication tool for official purposes but could affect interpretation. Though, it may not be reliable.
• Body gestures are used to convey meaning. The kind of body gestures used for communication depends on the parties involved in the communication. Some kind of body gestures could be offensive when wrongly used. For instance, a subordinate may not dismiss a superior’s instructions with a wave of hand even when such instructions may be wrongly given. However, such instructions could be ignored without express notification to the superior. The response of the subordinate to the instruction is ‘yes sir or ma as the case may be. The only body gestures that a superior wants to see is that of obedience and respect. The ability of subordinates to display this would enhance a friction free work environment.
• Eye contacts between parties involved in communication could be interpreted in several ways. These interpretations would depend on the communication setting and level of acquaintance between the parties. Sometimes, the interpretation of eye contact could be influenced by upbringing of the individuals. There may not be any hard and fast rule on eye contact during communication. However, it may be necessary for colleagues in work place to take out time to understand one another. For instance, when a subordinate is looking straight to the eyes of the superior while the later is issuing out instructions to enable the formal understand the details of such instruction may be acceptable. However, looking straight to superior’s eyes while being reprimanded may or may not be acceptable depending on the persons involved. Some people may interpret looking straight to the eyes of the superior in the second instance as confrontational while some others may see it differently. The onus therefore lies on the subordinate to understand how the boss reacts to such circumstances for their communication to be effective. The subordinate need not wait for personal experience of such situation but can learn from others’ experience.
• Dressing of an employee communicates to colleagues whether such employee is ready for the day’s work or not. There are rules for dressing in every establishment. These rules are meant to guard against improper dressing. However, these days so many things have become justifiable because of lack of discipline and corruption that has infiltrated into the system. Anyone who desires to maintain the status quo is labeled old fashioned. This further makes it difficult for superiors to correct subordinates. Improper dressing could hinder effective communication where the parties to the communication misunderstand the message conveyed by such dressing. Sometimes, people argue that the hood does not make the monk. However, the dress makes the identity.
• Posture of a subordinate when being addressed by the superior could convey meaning to the later. Such meaning may not reflect the actual feeling of the subordinate. This could affect communication. It becomes worse when the superior interpret such posture as derogatory. Therefore, parties to a communication need pay attention to posture which could positively affect the communication.
Interpersonal relationship in organization
Every organisation is established to meet societal needs. For instance, hospitals provide health care, police provide security etc. The availability of other resources without the existence of an effective communication network would hinder the achievement of such objectives. There would not be work if employees do not communicate. Interpersonal relationship is about communication which was described earlier as verbal and non verbal. Think of a situation where workers resume duty on a particular working day and refuse to interact with one another. There would be problem on that day. Though, this could also be a form of communication but that is not the kind of communication for such environment. The expected form of interpersonal relationship that should thrive in organization ought to be active and positive.
The achievement of effective communication in organization
Effective communication is that form of interaction which leads to the achievement of organizational objectives. Effective communication reduces cost of governance and enhances service delivery to the masses. Therefore, government establishment and indeed every organization need to pursue effective communication as a matter of priority in order to remain relevant. The following could be used as a means to achieving it:
• Training of employees to enable them improve on their communication skills.
• The management should continually scan the work environment to identify hindrances to communication for possible elimination. These hindrances are referred to as noise.
• Responsiveness of god fathers who should restrict their roles to mentoring instead of encouraging disobedience by subordinates who are their god children.
• Orientation programmes should be organized for new employees and newly transferred staff to assist them integrates smoothly into the particular work culture of government establishment posted.
• Management should mentor staff on good communication and be patient with slow learners.
Communication as a tool
Communication could be an effective tool for achieving result. There is a saying that the power to kill and to save is in the mouth. This is a reality as far as communication is concerned. Communication would be described as effective when the recipient understands the message of the sender. It does not matter whether the message is positive or negative. Therefore, it becomes a tool for making someone act in a particular manner. Like every tool, it would be subject to the control of a skilled user.
Every manager and employee should endeavour to acquire communication skill. A skilled communicator is proactive not reactive. When a manager or employee becomes reactive, the tendency that such individual may not stay long in the job is very high. An example of a reactive manager is someone who shouts at subordinate who comes to work late without first understanding the reason for the action. The tendency that such manager may apologies later if there was no reason to shout in the first place or remain in the back book of the subordinate officer is very high.
Management should use communication as a tool to:
• Communicate organizational goals and objectives: - As stated earlier, every organization exists for the society. The need the organization meets for the society is its objective for existing. The management and employees of an organization must be conversant with this objective to enhance its attainment. There are several ways of creating awareness of organizational objectives in the employees such as: organizing orientation class for new employees, meetings, issuing internal newsletters, public news, industry publications etc.
• Pass information to subordinates: - Management uses any or a combination of types of communication discussed above to pass information to subordinates in the workplace. An informed subordinate would likely function effectively to the overall attainment of organizational goals.
• Issue work instruction to employees: - Work instructions are issued in clear and simple language to reduce misunderstanding. A well understood work instructions create harmony in the workplace and make the workers do their work happily.
• Obtain feedback: - Sometimes, subordinates find it difficult to understand information or instructions given to them in spite of management efforts at making them simple and clear. Information feedback process enables such subordinates to ask questions or provide answer to questions for better understanding. This is an interactive process between members of management on the one hand and between management and subordinates on the other hand. A well managed feedback process is very beneficial.
• Management conflict: - Management among other functions performed engages in conflict resolution in organization. Every organization requires man to coordinate other resources for the achievement of objectives. Incidentally, wherever man exists, there exist elements of conflict. These conflicts exist because of goal divergence inherent in organizations. For instance, trade union demands etc. Management requires effective communication skills as tool to reduce these conflicts to the barest minimum.
• Improve work relationship: - Work relationship among colleagues cannot be taken for granted. There should be channels for staff to inform management of their problems and frustrations in the workplace. This would enable management to proactively arrest future work relationship break down and ensure continual harmonious work environment.
• Building trust: - Open and free communication among staff makes members of organization to understand themselves better. This would assist staff to develop trust among themselves. Trust may not imply love but may provide an atmosphere for it to thrive. This would enhance the wellbeing of the organization.
• Create job satisfaction: - Payment of big salaries and wages has never resulted in job satisfaction on the long run. In fact, incessant demand for higher pay is evidence of poor communication prevalent in organizations. Though with available information, some employees could make irrational demand on the organization. Free flow of information could be a veritable vehicle for management to communicate its sincerity in piloting the affairs of the organization. A prevalent sincere atmosphere in work environment could bring about job satisfaction and less irrational demands. On the other hand, management need to demonstrate this sincerity by not waiting for trade union to demand for better working conditions before initiating them. This would demonstrate how proactive the management is in the affairs of the organization.


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