Psychology

Communication Effectiveness within some of India’s best Service Sector Organizations

Description
It is generally believed that poor communication is the main cause of managerial failure. The importance accorded to effective communication is evident from the fact that most newspaper advertisements inviting applications for diverse jobs mention
Categories
Published
of 12
All materials on our website are shared by users. If you have any questions about copyright issues, please report us to resolve them. We are always happy to assist you.
Share
Transcript
  Hardeep Anant1/6/2010 An Exploratory Study of CommunicationEffectiveness within some of India’s best Service SectorOrganizations  Reported in an Unpublished Doctoral Thesis Hardeep Anant  Hardeep Anant An Exploratory Study of Communication Effectiveness withinsome of India’s best Service SectorOrganizations  Reported in an Unpublished Doctoral Thesis Introduction: It is universally acknowledged that without effective communication no managerial or organizationalactivity has any meaning. “An idea, no matter how great, is useless until it is transmitted and understood by others.” 1   We conducted this study with an aim to explore how effective, interpersonal communications within organizations are. We tried to investigate how effective, people within organizations are, atcommunicating their ideas to others. We even studied how effective they are in listening; and otherfactors which provide a window into the effectiveness of communications within organizations. We studied the following variables to measure the effectiveness of communications within organizations:Communication Effectiveness of managers within organizations, Communication Effectiveness of respondents, Communication Effectiveness of bosses, Perceptions of the Qualities that an effectivecommunicator must possess, Summarization of Instructions, Clarity in Communication, Consistency inCommunication, Impact of Source on comprehension, and Receptiveness among personnel. This paperfocuses on the communication effectiveness of the respondents who participated in our survey. METHODOLOGY   We surveyed 368 employees across different levels within the following service sector organizations (someof India’s best):1.Oriental Bank of Commerce2.HDFC Bank 3.State Bank of Patiala4.IDBI Bank   Hardeep Anant5.PGIMER (Post Graduate Institute of Medical Education and Research)6.Ind-Swift labs Ltd.7.Cipla Pharma Ltd.8.SPICE Telecom (Now known as Idea)9.Infosys10.HFCL (Connect)The quality of interpersonal communications within organizations is likely to affect the quality of servicesprovided by the organizations. Therefore, interpersonal communication within these organizations is thekey to their performance. Being large organizations they provided an excellent opportunity to conduct thesaid research.The data collected was analyzed by applying relevant statistical tests like Chi-Square, ANOVA andRegression Analysis. The data was tabulated and grouped using Microsoft Excel software. To begin with, we obtained the frequencies for the responses to each of the questions in the questionnaire. Then weadded the scores of the specific responses which measured specific variables. We classified the scores asLow, Moderate and High before using SPSS software at Panjab University’s computer centre forprocessing and conducting statistical tests. We applied Chi-Square tests to explore the level of association between the variables. We also applied Multiple Regression Analysis to know how much of eachdependent variable could be explained by the cumulative effect of the independent variables. Next,Stepwise Regression Analysis was done to eliminate some of the superfluous variables.The following findings from our research pertain to the effectiveness of communications within theselected organizations: COMMUNICATION EFFECTIVENESS OF RESPONDENTS  As mentioned above, we investigated how effective the respondents perceived themselves to be. Since aperson evaluates himself by comparing himself with others around him (Festinger, L. 1954), therespondents’ perceptions of their own effectiveness as communicators may also indicate how they perceive others in the organization. When asked how effective, they thought, they were as communicators, 73% of the respondents said thatthey were generally understood ‘accurately’ by others in the organization. Further, 74% of the respondentsfelt that they ‘always’ or ‘mostly’ communicated effectively.   It seems, therefore, that 2 out of 3 people within organizations generally believe themselves to be effective communicators. But, how accurate arepeople in the perception of their own ability to communicate and what are the factors that affect therespondents’ perceptions of their own effectiveness as communicators?Since people continuously compare their own abilities with those of others in the organization, weinvestigated whether the respondents’ perceptions of their own effectiveness was related with theirperceptions of the effectiveness of others in the organization.  Hardeep Anant COMMUNICATION EFFECTIVENESS OF RESPONDENTS VS EFFECTIVENESS OFMANAGERS From the Chi-Square Tests we found a significant relation between the respondents’ perceptions of theirown effectiveness as communicators and their perceptions of the effectiveness of managers within theorganization 1 .A significant number of respondents (169) reported similar values for both variables. Thatis, they perceived the same effectiveness levels in all managers within the organization as they perceivedin themselves. EFFECTIVENESS OF RESPONDENTS VS BOSS’ EFFECTIVENESS  We also found a significant relation between the respondents’ perceptions of their own effectiveness ascommunicators and their perceptions of their bosses’ effectiveness as communicators 2 . Of the 3 groups of people (low, moderate, and high on communication effectiveness), the highest percentage of respondents who perceived the boss’ effectiveness as ‘low’ were themselves ‘low’ on effectiveness. The highestpercentage of respondents who perceived their boss’ effectiveness as ‘moderate’ themselves had‘moderate’ effectiveness, and the highest percentage of respondents who perceived their bosses to be‘highly’ effective communicators themselves had ‘high’ effectiveness. These results seem to indicate thatthere exists some sort of mirror effect (at the perceptual level) within organizations. It is possible that while perceiving the ‘self’ some individuals tend to perceive in themselves similar levels of effectiveness to what they perceive in their ‘bosses’ and other ‘managers’ within the organization.  AGE & COMMUNICATION EFFECTIVENESS OF RESPONDENTS We found a significant relation between age and the communication effectivenessof respondents 3 . In the 31-40 age group, the percentage of people with high communicationeffectiveness scores was almost double than that of people in the other two groups. The perception of effectiveness seems to increase with age in the late twenties and early thirties but after the age of 40 onceagain it seems to return to levels similar to those of the early twenties. It seems that, within organizations,after the age of 40, increasing age has a moderating effect on the perception of one’s effectiveness as acommunicator. However, it seems to have the reverse effect in the case of new entrants, or youngeremployees.1 The calculated value of x 2 (38.039) was more than the tabulated value (13.277) for 4 degrees of freedomat .o1 level of significance.2 The calculated value of x 2 (30.298) was more than the tabulated value (13.277) for 4 degrees of freedomat .o1 level of significance.3 The calculated value of x 2 (11.077) for 4 degrees of freedom was more than the tabulated value (9.488) at.05 level of significance.  Hardeep Anant EFFECTIVENESS VS AWARENESS OF WHAT EFFECTIVE COMMUNICATION MEANS  We also found a significant relation between people’s perception of what effective communication meansand their perception of their own effectiveness as communicators 4 . The majority of the respondents with‘poor’ awareness of what communication means, perceived themselves ‘low’ on communicationeffectiveness, whereas, the majority of the respondents with ‘moderate’ or ‘high’ levels of awareness had‘moderate’ scores for communication effectiveness. The highest percentage of people with ‘high’ scores oncommunication effectiveness also had ‘high’ levels of awareness of what communication effectivenessmeans. It seems that people who ‘know’ more than others tend to perceive themselves to be ‘better’ thanothers, but, this does not necessarily mean that they ‘are’ better. It seems that while perceiving the ‘self’there may be a tendency to perceive ‘knowledge’ as ‘ability’. Further investigation into the relationship between these variables should prove to be more enlightening. EFFECTIVENESS VS AWARENESS OF IMPACT OF PHYSIOLOGICAL FACTORS ONCOMMUNICATION This conclusion is further enhanced by our findings on the relationship between the following variables: viz. the awareness of the impact of physiological factors on interpersonal communication, and therespondents’ perception of their own effectiveness as communicators 5 . It is difficult to explain why anawareness of the impact of physiological factors on communication affects the perception of one’s ability as a communicator, but, probably, like all knowledge, this too results in a sense of knowledgeability; which, has a positive impact on one’s perceived abilities. It seems that at the subconscious level thefollowing logic affects the perception of one’s effectiveness as a communicator: since I ‘know’ whateffective communication means, I ‘am’ a better communicator. EFFECTIVENESS & IMPORTANCE GIVEN TO FIRST IMPRESSIONS There seems to be a significant relation between the perception of one’s effectiveness as a communicatorand the importance that one accords to first impressions 6 . We found that people with ‘high’ perceivedeffectiveness as communicators seem to be 3 times more likely to accord ‘high’ importance to firstimpressions than people with ‘low’ effectiveness. Even ‘moderately’ effective communicators are nearly aslikely as ‘highly’ effective communicators to accord ‘high’ importance to first impressions. These findingsare consistent with western reports that first impressions provide a lot of reliable information and mostpeople use this information to form lasting judgments 2 . Teachers are reported to rate the work turned in4 The calculated value of x 2 (11.480) was more than the tabulated value (9.488) for 4 degrees of freedomat .05 level of significance5 The calculated value of x 2 (11.190) is more than the tabulated value (9.488) for 4 degrees of freedom at .05 level of significance6 The calculated value of x 2 (22.798) was more than the tabulated value (13.277) for 4 degrees of freedomat .01 level of significance
Search
Tags
Related Search
We Need Your Support
Thank you for visiting our website and your interest in our free products and services. We are nonprofit website to share and download documents. To the running of this website, we need your help to support us.

Thanks to everyone for your continued support.

No, Thanks
SAVE OUR EARTH

We need your sign to support Project to invent "SMART AND CONTROLLABLE REFLECTIVE BALLOONS" to cover the Sun and Save Our Earth.

More details...

Sign Now!

We are very appreciated for your Prompt Action!

x