MAKERERE UNIVERSITY

MAKERERE UNIVERSITY BUSINESS SCHOOL

THE IMPACT OF ORGANIZATION COMMUNICATION ON PERFORMANCE:

A CASE STUDY OF NJERU CENTRAL DIVISION

BY

BABIRYE MARY FRANCES

16/U/13434/PS

BIB III

SUPERVISED BY

MR.MUDIDHI PATRICK

(ACADEMIC SUPERVISOR)

A RESEARCH REPORT SUBMITTED TO MAKERERE UNIVERSITY BUSINESS

SCHOOL IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE
AWARD OF A BACHELORS DEGREE OF INTERNATIONAL
BUSINESS OF MAKERERE UNIVERSITY

FEBRUARY, 2020

0
 CHAPTER ONE
INTRODUCTION
1.0 Introduction
This chapter presents the background of the study, statement of the problem, purpose of
the study, objectives, research questions, scope, and significance of the study and
structure of the research report.

1.1 Background of the Study

According to Anchor (2009), Communication is the process of sending and receiving
messages or transferring information from one part (sender) to another (receiver).

According to Anchor (2009), two-way communication has positive impact on workers

who perform profitably at work. They form some kind of belief pertaining their work
which intends to satisfy the socio-emotional balance. Relating this to the study done by
Rhoades & Eisenberger (2002), employees are able to determine the organisations’
readiness to appreciate and reward effective and efficient performance by workers.

Hahn et al. (2012) have argued that understanding the importance of organizational
communication is essential in the success of any type of organization, large or small.
Nebo et al. (2015) have noted that employees’ performance can be improved by ensuring
appropriate recognition and reward for their efforts, and by improving communication,
learning and working conditions.

Modern age organisation has placed value on effective work place way of
communicating. It is assumed by some management members that, communication is the
simplest task for everyone to execute but research has shown that communication thus
makes and unmakes the existence of an organisation. In most organisations, managers
often leave that aspect of effective communication to the human resource department as
their focus only reaches for the operational activities.

1.2 Problem statement

1
 In spite of having in place policy guidelines about communication, Njeru Central division
continues to experience unclear mechanisms of communication and coordination which
paralyses service delivery (Buikwe District Local Government Statistical Abstract, 2016),
this has greatly attributed to a break down in the communication flow within the
municipal council, which gave room to the sharing of important corporation information
through the grapevine. The report also pointed out that there were cases of internal strife
in management and lower level staff as a result of poor communication management, and
this had negatively impacted the business operations and public image of the corporation.
In a report made by the Buikwe District Local Annual Report, (2019), the following were
noted: the Board holds unplanned and uncoordinated meetings which resulted in wasteful
expenditure, putting a strain on the Corporation’s budget; the Directors received
questionable payments in contravention of the established policy; there were conflicting
roles between the Board and management which resulted in not achieving the
Corporation’s objectives; there were irregular appointments of some staff in violation of
the HR Manual; and that the Board was not appraising management as provided for in the
Act, all these were as a result of uncoordinated communication flow in the corporation.
1.3 Purpose of the Study
The purpose of the study is to examine the relationship between organizational
communication and performance of Njerru Central Division.

.1.4 Objectives of the Study

 To investigate how communication is carried out in Njerru Central Division
 To establish the level of organization performance at Njerru Central Division
 To establish the relationship between organizational communication and performance of
Njeru Central Division.

1.5 Research Questions

The research questions formulated for this study were:
 How is communication carried out in Njerru Central Division staff members?
 What is the level of organization performance at Njerru Central Division?

2
  What is the relationship between organizational communication and performance of
Njeru Central Division?

1.6 Scope of the Study

1.6.1 Subject Scope
The scope of the study will concentrate on the impact of organization communication
(independent variable) on performance (dependent variable) at Njeru Central Division.
1.6.2 Geographical Scope
The study

1.6.3 Time Scope

The study will be

1.7 Significance of the Study

The study is expected to make the following contribution;
i. The
ii.

1.8 Structure of the report

Chapter One: Background

This chapter contains the back ground of the study, statement of the problem, purpose of
the study, objective of the study, research questions, scope of the study, significance of
the study as well as the conceptual frame work.

Chapter Two; Literature review

This contains the review of the relevant literature that has been advance by different
authors in line with the topic under study.

Chapter Three: Methodology

This chapter involves the description of how the study will be conducted that is the
research design, sampling design, population study, Sampling techniques, sources of
data, data collection techniques, data processing and analysis and limitations of the study.

Chapter Four: Presentation, Analysis and Interpretations of Findings

3
This present the presentation, analysis and interpretation of findings from the field study.
The tools to be used for analysis will include frequency distribution tables and
percentages.

Chapter Five: Summary of Findings, Conclusion and Recommendations

This involves the introduction, summary of findings, conclusion and recommendations.

4
 In order to understand the relationship between organizational communication and
performance at Njeru central Division, a conceptual framework has been developed,
which is shown below (Figure 1).

Figure 1: Conceptual Framework

Independent Variables Dependent Variables

Organization Communication Performance

Communication channels Better Efficiency
Communication environment Improved Effectiveness of workers
Supervisor-subordinate Accuracy
communication Reliability
Communication management Attainment of KPIs

Organization policy on communication

Coordination/knowledge sharing
Communication flow
Media effectiveness

Source: Developed by the Researcher (2020)

The conceptual model shows the relationship between organizational communication and
organizational performance at Njeru Central division. Organizational communication
whish the independent variable is defined in terms of communication channels used,
communication environment, superior- subordinate communication and communication
management procedures. These are supported by the intervening variables that include:
communication flow, knowledge sharing, communication barriers, accuracy, reliability,

Intervening variable
timeliness, and media effectiveness which do also affect Organizational performance
(dependent variable) is defined in terms of efficiency, effectiveness, productivity and
attainment of KPIs.