THE ROLE OF BUSINESS COMMUNICATION IN DECISION MAKING PROCESS

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.

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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).

Effective workplace communication is a key to cultivation of success and professionalism (Canadian Centre for Communication, 2003). A company that communicates throughout the workplace in an effective manner is more likely to avoid problems with completing the daily procedures, and less likely to have a problem with improper occurrence and will generate a stronger morale and a more positive attitude towards work. When employees communicate

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effectively with each other, productivity will increase because effective communication means less complains and more work getting done (Quilan, 2001). It removes confusion and frees up wasted time that would have been otherwise spent on explanation or argument (Fleming & Larder, 1999). It makes workplace more enjoyable, less anxiety among co-workers which in turn means positive attitude towards work and increased productivity (Makin, 2006; Taylerson, 2012). Furthermore, another aspect of communication that affects productivity is noise level. Noise has negative influence on communication, frustration levels increase while productivity decreases in relation to persistence and loudness of noise. A reason adduced for this is that spoken communication becomes progressively more difficult as noise levels increase.

1.2 STATEMENT OF RESEARCH PROBLEM

In the present time, First Bank Nigeria, which is considered as one of the biggest financial service provider in Nigeria, faces many challenges and threats that imposes on it deal with them seriously and properly. As business grows more complex, its ability to act quickly and adapt to change can get stretched thin. It faces increasingly dynamic, complex and unpredictable environment where technology, the nature of competition, industry boundaries and the rules of the game are changing dramatically. It must deal with a playing field that has become global, while customers are separating into “micro segments”. Data cascades into companies, at the risk of obscuring meaningfulinformation.The need to control cost and increase efficiency coupled with increasing customer expectations mean that an effective organization is vital to succeed (Salamanand Asch, 2003).

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According to Dessler(2004), managers spend 60% to 80% of their communication time doing meetings and interacting with customers and colleagues. Managers that do not develop and encourage the use of such processes give up optional competitive advantages, and may underutilize company’s strengths than before,organizations need to promote communication skills to facilitate precise decision-making that keeps them competitive. Moreover, manager’s need to understand that the role of communication on decision-making is growing as the technological advance offers them more communication options. As access to technologies such as computer chat and videoconferencing increases, decision makers are choosing to use or to avoid these media without knowing the impact of their choiceson their decisions (Vicker and Hein, 1999). Thus, it is clear, the role that business communication plays in decisionmaking and hence the effect on the success of the organization. So, the researcher is conducting this study on business communication and its role on decision-making, as a result of his awareness of the importance of this study in improving the process of decision-making in First bank Nigeria Ltd sokoto. Accordingly we can say that the research problem is to identify to what extent can the use of business communication take part inimproving the decision making in first bank of Nigeria limited sokoto.

1.3 RESEARCH OBJECTIVES

The present study seeks to measure the following objectives:

1.    Determine the effect of Modern communication technologies (MCTs) on decision-making Process in FBN Sokoto.

2.  Determine the effect of communications methods on decision-making process in

FBN Sokoto.

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3.  Examine the effect of communications skills on decision-making process in FBN Sokoto.

4.  Realize the constraints that restrict proficiency of communications systems in process of decision-making process in FBN Sokoto.

1.4 SIGNIFICANCE OF STUDY

In this research, information about the effects of business communication on decision-making will be integrated in order to assess objective and subjective decision making outcomes, across communication media richness (face-to-face) computer mediated-communication, Video conference, telephone, E-mail …etc, and to identify any obstacles at present and draw some recommendation that may help in improving the existing situation of using business communication system at FBN Sokoto. The major significance of this study is that it will help provide ways of implementing new communication technology strategies in private and public organizations and also help to appreciate different level of media satisfaction and quality of organizational communication. Aside that, it will also add to the body of previous literature on organization communication. It is germane for managers who could use this study as a template for decision making in their various organizations.

1.5 HYPOTHESES:

Hypothesis 1: There is a significant correlation between the modern communications technologies and decision-making process in FBN Sokoto?

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Hypothesis 2: There is a significant correlation between the business communications methods and decision-making process in FBN Sokoto?

Hypothesis 3: There is a significant correlation between the personnel communications skills and decision-making process in FBN Sokoto?

1.6 RESEARCH VARIABLES:

This study has one dependent variable, which is decision-making process, and three independent variables which are:

1- Modern Communication Technologies.

2- Communication methods.