THE ROLE OF BUSINESS COMMUNICATION IN DECISION MAKING PROCESS: CASE STUDY- FIRST BANK NIGERIA LIMITED (FBN SOKOTO)

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ABSTRACT

This study aims at investigating the effect of business communication ondecision-making process in FBN by examining the role of Modern Communication Technologies (MCTs), business communication methods, and employee's communication skills on decision-making process. The research population consists of all FBN's employees in the low level management, middle level management, and top level management (446 in number). A stratified random sample method according to managerial level was utilized in order to ensure that particular managerial levels within the study population are adequately represented in the sample. Three hundred and forty employees participated in the survey. A total of 279 questionnaires were returned for a response rate of 82.1%, and seven of them were not valid.

The results of this study revealed that there is a significant correlation between MCTs and decision-making process. MCTs found to make attaining information easier and increase the efficiency through teamwork and effective decision-making.MCTs also motivate employees to participate with their ideas. In addition, this study revealed that there is a significant correlation between business communication methods and decision-making process.Employees were receptiveto the useof oral communication methods for complex tasks. This study also found out that written communication methods are utilized to easily identify the problems encountered.

The analysis of this study revealed that there is a significant correlation between the personnel communication skills and decision-making process. One of the important findings of this study was the positive effect of engaging the employees in decision-making process.The study revealed that MCTs are impersonal, some of the employees suffer from communication apprehension.

TABLE OF CONTENT

Table of content

List of Figures and Tables

List of abbreviations

Chapter One: General Introduction

1.2 Statement of research problem

1.3 Research Questions

1.4 Research Objectives

1.4 Significance of the study

1.5 Hypotheses

1.6 Research variables

1.7 Scope and Limitation of the study

1.9. Definition of terms

1.10 Chapter Scheme

Chapter Two: Literature Review

2.1 Business communication

2.1.1 Functions of communication

2.1.2 Nature of Communication

2.1.3 Communication barriers

2.1.4 Organization communication

2.1.5    Communication as a decision making tool

2.1.6    Electronic Communication

2.2       Managerial Decision making

2.2.1    Characteristic of managerial decisions

2.2.2    Decision making process

2.2.3    Barriers to decision making

2.2.4    Organizational decision making

2.2.5    Computer mediated decision making

Chapter three

3.1 Introduction

3.2       Data Collection

3.2.1    Secondary Data

3.2.2    Primary Data

3.2.3    Data measurement

3.3       Statistical analysis tools

3.4.1    Validity of Questionnaire

3.4.2    Reliability of Research

3.5       Research population and sample selection

3.6       Characteristic of sample

Chapter Four

4.1 Introduction

4.2       Data Analysis and Discussion

4.3       Testing the hypotheses

Chapter Five

5.1 Introduction

5.2 Conclusion

5.3 Recommendations

5.4 Proposed future studies

References

Appendix

CHAPTER ONE

1.1  INTRODUCTION

In a world where speed and adaptability can make or break a business, organization increasing is how companies win and keep on winning (Cook andMacaulay, 2004). What separates the winners is the ability to make the rest important decisions well-and then to make them happen. The key is not structure but rather an integrated organizational system. Decisions, if you can't make them; you won't be an effective manager. It requires getting the right people focused on those decisions at theright time. That's true whether the decisions involve the largest issues that a company faces (what’s our strategy?) or more tactical, day-to-day concerns (should we buy more components now or next month? Should we accept this customer's return?)(Batemanand Snell, 2004).

Survival and long-term success will often depend on finding the right solution. To take the right decision is typically not a simple matter, as most decision problems are highly complex in nature. A key issue for all managers is how far they should share decisions with their team or colleagues (Adair, 2007). Integral to decision-making is the management and creation of shared meaning, focusing on the mastery of communication is inseparable from effective decision-making.

Communication is a vital aspect of human existence. Aslong aslifeexists,the humanrace isperpetuallyseeking toheard and understood. Communication is the lifeblood of every organization (Nelson and Economy, 2005). It is themedium through which an organization’s vision and goals areinterpreted and understood by both its internal and external stakeholders.

Communication is the transfer ofideas from the sender to the receiver,It is an indispensable management tool that provides the need by which people in business, politics and other professionals act, interact, and exchange information and ideas (Mozammel et.al, 2005).

No business organization;be it private or public sector organization can thrive without effective communication. It is the life-wire of every organization. In a classical business setting, communication helps both the employer and the staffs understand themselves, as well as providing a medium by which people in an organization act, interact, exchange information, ideas, develop plan, proposals and execute them; It is not possible to have good human relations without communication. An effective communication is required, not only for maintaining human relations, but also for achieving good business performance. In addition, practical experience shows that there is no communication without conflicts. Sometimes, conflicts can be useful, as they help to make correct decision.

Communication is the specific process through which vital information movesand is exchanged throughout an organization. Information flows through both formaland informal structures and it flows downward, upward, and laterally (Schermerhorn et al. 2002). Today, more than ever before, communication plays a major role in how managers get important things done in timely, and high quality ways. If they cancommunicate effectively, they can overcome many challenges (Durham et al. 2005)....

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