THE ROLE OF COMMUNICATION ON THE JOB PERFORMANCE AN

OF OFFICE TECHNOLOGISTS IN FEDERAL POLYTECHNIC, MUBI

BY

HAMATU GODIYA
SCT/OTM/HND/18/019

BEING A PROJECT WORK PRESENTED TO THE DEPARTMENT OF

OFFICE TECHNOLOGY AND MANAGEMENT, SCHOOL OF
COMMUNICATION AND INFORMATION TECHNOLOGY, FEDERAL
POLYTECHNIC MUBI, ADAMAWA STATE

MARCH, 2021.

i
 TITLE PAGE

THE ROLE OF COMMUNICATION ON THE JOB PERFORMANCE AN

OF OFFICE TECHNOLOGISTS IN FEDERAL POLYTECHNIC, MUBI

BY

HAMATU GODIYA
SCT/OTM/HND/18/019

BEING A PROJECT WORK PRESENTED TO THE DEPARTMENT OF

OFFICE TECHNOLOGY AND MANAGEMENT, SCHOOL OF
COMMUNICATION AND INFORMATION TECHNOLOGY FEDERAL
POLYTECHNIC MUBI, ADAMAWA STATE

IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE

AWARD OF HIGHER NATIONAL DIPLOMA (HND) IN OFFICE
TECHNOLOGY AND MANAGEMENT

MARCH, 2021.

ii
 APPROVAL PAGE

This project work has been read and approved by the Department of Office

Technology and Management, Federal Polytechnic, Mubi and is found to meet the

requirement for the award of Higher National Diploma (HND) in Office

Technology and Management of the polytechnic.

Approved by:

________________________ _________________
MAL. HABU JINGI UMAR Date
Project Supervisor

_______________________ _________________
ALH. HALILU HAMMAN Date
Project Coordinator

________________________ __________________
MAL. HABU JINGI UMARU Date
Head of Department

iii
 CERTIFICATION PAGE

This is to certify that this research work was carried out by Hamatu Godiya

with registration number (SCT/OTM/HND/18/019) of the department of Office

Technology and Management, Federal polytechnic, Mubi and has certified the

requirement for the award of Higher National Diploma (HND) in Office

Technology and Management of the polytechnic.

Certified by:

________________________ ___________________
MAL.HABU JINGI UMAR Date
Project Supervisor

_______________________ ___________________
ALH. HALILU HAMMAN Date
Project Coordinator

________________________ ___________________
MAL. HABU JINGI UMAR Date
Head of Department

_____________________ __________________
External Moderator Date

iv
 DEDICATION

I dedicate this project to Almighty God for seeing me through the period of

this project.

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 ACKNOWLEDGEMENT

My appreciation goes to Almighty God the maker and finisher of my project,

who give me the health of body and mind through my academic year

I will also thank my project supervisor Mr. Habu Jingi Umar the Head of

the Department, who despite his tight schedule still give me his special time to

make correction throughout my research work may God bless him also to the

project coordinator Mr. Halilu Hamman for his support.

My sincere appreciation goes to my beloved father Mr. Hamatu Wadzani

and my sweet mother Monica Hamatu who have done everything to see that my

project is successful also thank my brothers and sister that help me with prayers.

I also appreciate my course mates for their support, encouragement and

patience all through the years we have being together, I prayer that the good lord

enlarge our coast.

Finally, I am indebted to all the authors whose materials and books were

used.

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 ABSTRACT

This study focuses on The Role Of Communication On The Job Performance

An Of Office Technologists In Federal Polytechnic, Mubi this study is aimed at
achieving the following objectives: To know the importance of effective
communication to an office technologist, To identify the various method of
communication available for office technologist, To ascertain the barriers to
effective communication to an office technologist, To suggest possible ways on
how to improve communication to an office technologist. Data for this research
work was collected using primary and secondary source of data. The primary
source includes questionnaire which were personally distributed by the researcher
and collected for analysis. The secondary sources are textbooks, internet, journals
etc. The data collected would be analyzed using the test statistics of mean and
standard deviation. These statistics are appropriate because of the descriptive
nature of the research. Based on the analysis and interpretation of the data
collected, the study were revealed the following findings. Effective communication
is very important it helps office technologist to minimize friction and maximize
mutual understanding, cooperation and good will in organization. Oral
communication is a form of communication that helps the office technologist to
interact face to face with two or more persons, it ensures speedy interchange of
ideas with immediate feedback. Communication encourages the office technologist
towards effective and efficient job performance, organization cannot do without
communication. Based on the findings obtained, the following recommendations
were made. An Office Technologist should know his/her vocabulary and very the
length of his/her word or sentences. High sounding word that the receiver is not
used to should be avoided by an office technologist. Workers should learn how to
communicate through correspondence such as memo, letters, circulars etc. in a
modern office. Speakers should endeavor to be audible for the audience to hear
and understand the message being sent across. Audience should try to be attentive
because one cannot listen if one is talking. An Office Technologist should know
his/her vocabulary and very the length of his/her word or sentences

NNB

vii
 TABLE OF CONTENTS

Title Page.............................................................................................................. ii
Approval Page...................................................................................................... iii
Certification Page................................................................................................ iv
Dedication............................................................................................................. v
Acknowledgement............................................................................................... vi
Abstract............................................................................................................... vii

CHAPTER ONE1
INTRODUCTION1
1.1 Background Of The Study....................................................................... 1
1.2 Statement Of The Problem...................................................................... 3
1.3 Purpose/Objectives Of The Study........................................................... 3
1.4 Significance Of The Study...................................................................... 4
1.5 Research Questions................................................................................. 4
1.6 Scope/Delimitation Of The Study............................................................ 5
1.7 Limitations Of The Study.......................................................................... 5
1.8 Definition Of Terms................................................................................. 5

CHAPTER TWO7
REVIEW OF RELATED LITERATURE7
2.1 Introduction.......................................................................................... 7
2.2 Conceptaul Framework......................................................................... 7
2.3 Methods Of Communication................................................................. 17
2.3 Importance Of Communication On The Job Performance Of Office
Technologist.................................................................................................... 24

viii
 2.5 Barriers To Communication To Office Technologist Job Performance. 26
2.6 Possible Ways On How To Overcome The Problems Of Communication
In The Modern Office..................................................................................... 29
2.7 Summary.............................................................................................. 32

CHAPTER THREE33
METHODOLOGY33
3.1 Research Methodology........................................................................ 33
3.2 Research Design................................................................................... 33
3.3 Population.............................................................................................. 34
3.4 Sample Population................................................................................. 34
3.5 Instrumentation...................................................................................... 34
3.6 Validity................................................................................................. 34
3.7 Method Of Data Analysis..................................................................... 34
3.8 Method Of Data Analysis...................................................................... 35
3.9 Decision Rule......................................................................................... 35

CHAPTER FOUR37
PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA37
4.1 Summary Of Question Distributed..................................................... 37
4.2 Answering Research Questions............................................................ 38
4.3 Summary Of Findings.......................................................................... 45

CHAPTER FIVE48
SUMMARY, CONLUSION AND RECOMMENDATION48
5.1 Summary............................................................................................... 48
5.2 Conclusion............................................................................................. 49
5.3 Recommendations.................................................................................. 49
5.4 Areas For Further Studies...................................................................... 50

ix
 References........................................................................................................ 52
Appendix I...............................................................................................................53
Appendix Ii..............................................................................................................55
Appendix Iii.............................................................Error! Bookmark not defined.

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 CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

Modern office does not operate in a vacuum but rather in an environment

where they relate with one another. This relationship is facilitated through

communication in order to achieve their define goal. This echoes that

communication can never be ignored if organizations intend to achieve their aims

by transmitting the right idea to the right person through the right medium and at

the right time the communication system of an office is the life wire, thus,

decisions to be taken and implementation effected in relation to set goal, there

must be effective system. In effect, the communication systems of an office need to

1
flow consistently between the unit and staff concerned in order to avoid a break

down.

In this regard, communication is perceived as a channel that involves the

transmission and of information that transpires between individual an organization

by using the acceptable symbols. This clearly reveals that communication varies

from one office or organization to another, same it predicates on the symbols or

object that is widely used. Observed communication as an ability to convey in the

simplest from information or ideas which the recipient can easily understand He

observes communication as an exchange or bargain of the recipient of information.

The ability to communicate is the primary factor that distinguishes human

beings from animals. And it is the ability to communicate well that distinguishes

one individual from another the fact is that apart from the basic necessities one

need to be equipped with habit for good communication. In order to develop these

habits, one needs to first acknowledge the fact that they need to improve

communication from time to time. They need to take stock of the way they interact

and they direction in which their work and personal relations are going.

Today an effective communication has become a predominant factor even

which is recruiting employees. While interviewing candidates must interviewer

judge them on the basis of the way they communicate.

2
 The believe that skills can be improve used on the job but ability to

communicate well be important as every employee becomes the representing face

of the company Every individual needs to be well equipped with the tools to

communicate effectively, whether it is on the personnel front, or at work. In fact,

according to the management gurus, being gold or no scope form is understanding

is due to inability to speak well or listen effectively Communication are the

cornerstone of a successful career whether they are the chief executive officer

(CEO) of a fortune 100 company or an entry level employee at a small business.

1.2 STATEMENT OF THE PROBLEM

It has been observed over the years, that communication skill is not being

utilized, this negligence can be attributed to ignorance of lack of effective

communication in the modern office and always to encourage the use of

communication skills in modern office.

Lack of effective communication tends to make communication distorted

such as language which subsequently brings about communication breakdown in

an organization. This project is an attempt to look into the impact of

communication on the job performance of an office technologist in Federal

Polytechnic Mubi.

3
1.3 PURPOSE/OBJECTIVES OF THE STUDY
The purpose/objective of this research project is to appraise the impact of

communication on the job performance of office technologist in Federal

Polytechnic Mubi the following are the purposes and objectives of the research

work

1. To know the importance of effective communication to an office

technologist

2. To identify the various method of communication available for office

technologist

3. To ascertain the barriers to effective communication to an office

technologist

4. To suggest possible ways on how to improve communication to an office

technologist

1.4 SIGNIFICANCE OF THE STUDY

This research work would be of great importance to the Office

Technologist in Federal Polytechnic Mubi because it could enhance them on the

effective communication in the modern office.

However, the study serves as a great medium of education to the

teachers/student and further researchers and hence adding to the body of

knowledge on the importance roles of a modern Office Technologist in the

development of an organization This research for further research in propagating

4
this research finding will provide them instructional material need in the

teaching/learning process.

1.5 RESEARCH QUESTIONS

To achieve the above stated objectives, the following research have formulated

1. What are the importance of effective communication to an office

technologist?

2. What are the method of communication available used for an office

technologist?

3. What are the barriers to effective communication in the modern office?

4. What are the ways of improving communication in the modern office?

1.6 SCOPE/DELIMITATION OF THE STUDY

The study is centered on the Federal Polytechnic Mubi Office

Technologist being the case study and is geared to word the impact of

communication on the job performance of Office Technologist

1.7 LIMITATIONS OF THE STUDY

The study covers all Office Technologist in Federal polytechnic Mubi

being the case study area the limitations to this research work were time and

financial constrains which were not at the disposal of the researcher. The

researcher would have covered other place but time between class, and project

work made the work very Tedious

5
1.8 DEFINITION OF TERMS
The words listed below are the important key words that will be appearing

frequently in this study

IMPACT: - To have an immediate and strong effect on someone.

COMMUNICATION: -is defined as the process by which information is passed

between individual and organization by means of previously agreed symbols

JOB PERFORMANCE: -to carry out activities such as test, duty, or work by an

employee for regular payment

OFFICE TECHNOLOGISTS: - is any person who has acquired sufficient skills

in keyboarding, shorthand and manipulation of basic office equipment in an

organization.

6
 CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.1 INTRODUCTION
In this chapter the researcher is going to review the works of related

literature in agreement with the objectives of this research work which includes,

conceptual framework, methods of communication, the benefit of communication,

barriers to effective communication in the modern office, problems faced with

communication in the modern office, solution to the problems of communication

and summary.

2.2 CONCEPTAUL FRAMEWORK

Based on the purposes highlighted above, the conceptual frameworks have

therefore been dealt with the following orders:

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IMPACT

Hornby (2004) said that impact is a powerful effect that something has on

something, or the influence, effect, gain advantage we derived from a particular

thing.

Aboh (2009) looked at impact as having an effect or influence on someone

or something. Avove (2008) saw impact as an act of one object hitting another.

The researcher views impact as the act of pressing together at the broken end of an

idea, subject or a particular thing.

Kenneth, (2013) sees impact as the measure of the tangible and intangible

effects of one thing or entity's action or influence upon another. Webster (2008)

opined impact as having a strong and often bad effect on something. The

researcher is of the opinion that impact is to have a positive change of something.

Kenneth (2013) sees impact as the measure of the tangible and intangible

effects of one thing or entity's action or influence upon another. Webster (2008)

opined impact as having a strong and often bad effect on something. The

researcher is of the opinion that impact is to have a positive change of something.

Bakoczy, (2005) stated that impact is the impression made by a person,

thing or idea. While Merrriam, (2005) sees it as a forcible enforced contact

between two or more things. Impact is an object that has strong effect or

impression of something. Lain, (2004) Opined that impact is the high force or

8
shock (machines) over a short period of time. The researcher understands impact as

a way of evaluating changes from an innovation or development program. The

researcher agreed with the opinion of the above authors that impact is a body of

evaluating changes from an invention development program.

http://www.businessdictioary. Reveal impact as the tangible and intangible

effect (consequences) of one things or entity’s action or influence upon another.

Hornby (2007), attested that impact is the demonstrable contribution that excellent

social and economic research makes to scientific advance, across and within

disciplines, including significant advance in understanding, method, theory and

applications. Finally, the office technologist should have knowledge on computer

security in other to safeguard information.

COMMUNICATION

The term communication originates from the Latin word commnicare,

which means 'to share or impact" various authorities have giving different

definition of communication.

According to Joseph (2005) communication is the process of exchanging

ideas and feelings. Eyre (2009) says that communication is the not just the giving

of information, it is the giving of understandable information and receiving and

understanding the message so that it can be acted upon.

9
 According to windle and warren (2012) is the use of language to

communicate, to express ourselves to get our ideas across and to connect with the

person to whom we are speaking.

According to Roger (2010) communication can be viewed as the process

by which messages are transferred from a sender to a receiver. Hornby (2015)

asserted that communication is the activity or Process of expressing ideas and

feelings or of giving information method or sending information especially

telephone radio, and computer.

Little (2006), opined that communication is the process by which

information is passed between individual and or organization by means of agreed

symbols. The researcher however views communication as a means or ways, ideas

are shared between individual and organization.

According to Windle and Warren (2012), communication skill is the use of

language to communicate or express ourselves, to get our ideas across, and to

connect with the person to whom we are speaking. Stevenson (2005), suggested

that communication skills are the cornerstone of a successful carrier. Whether you

are the chief executive officer of a company employed at small business, you need

to learn how to communicate your ideas to other people, like wise you need

communication skill for interpersonal relationship. Unfortunately, many people

misunderstand some of the basic communications. Technologists need to be well

10
equipped with more tools to communicate effectively whether it is on personal

front or at work.

According to Peter (2009), communication is the process by which

information is passed between individuals and or organization by means of

previously agreed symbols. Roger and Shremaker (2007) says that communication

is the process by which messages are transferred from one (source) to a (receiver).

Michael, (2013) sees communication as the process by which information is

understood by two or more persons, they must be at least two people involved in

communication, which involves sharing of information. The word communication

can be seen as the most essential factor for the smoot activities of individuals,

groups, business, organizations.

Communication is a means of bringing about change. It is the mainstream of

any organization growth. There is need form interaction and understanding of

management-employee relations this will bring about increased performance of all

parties involved in the communication process or chain.

According to Banihashemi (2011), communication as a medium, a means to

performance ends, or as constitutive, as the end in itself. Communication is a

process of transmitting information from one person to another.

According to Stephen (2011), communication is a critical factor in directing

and mobilizing the workforce towards the accomplishment of the organizational

11
goals or objectives. By creating understanding, it enhances co-operation and

promote effective performance.

According to Williams (2007) smart managers understand that the end

effective, straight forward communication between managers and employees is

essential for success.

According to (Mckinney, Barker, Smith& Davis,2004) communication is

essential to effective team performance and communications for any organization

is like blood flow in the human body. Therefore, any organization that understands

the importance of communication uses it in their organizational environment.

Since, it ensures coordination of factors of production and most importantly

material and human elements of organization as an efficient network of change and

advancement.

According to Snavely (2001) as cited by Robins (2006), communication

process is initialed through the following means the sender-encoding-the message-

the channel decoding-the receiver- noise and feedback. It is estimated that

managers spend over 80% of their day communicating with others. Since most of

the basic management process- planning, organizing, leading and controlling –

cannot be performed without effective communication.

12
 The researcher views communication as the process of exchanging ideas,

fact and opinion. Communication is also a process by which information, ideas,

and fact opinion, etc. are transferred from one person to another. It is a means by

which an individuals or organization use for sharing meaning and understanding

with one another. In other words, communication is the transmission and

interaction of ideas, fact, opinions, feelings, or attitudes.

JOB PERFORMANCE

According to Enarta (2008) job performance is the manner in which

something or somebody functions, operate or behave in a successful way. Robert

(2015) affirmed that job performance is an able to cause something able to cause

some desired result or getting result.

According to Campbell P (2004) job performance is commonly used, yet poorly

defined concept in industrial and organizational psychology, the branch: of psychology

that deals with the work place. It’s also part of Human Resource Management. It is most

commonly referred to a person performs his job well.

The researcher views that job performance as effective and efficient,

successful, useful, helpful good and valuable real, actual in effecting operation.

OFFICE TECHNOLOGIST

Edum (2005) affirmed that an office technologist is a person employed

who is concerned with preparation; presentation and transmission of al type of

13
communication either mechanical or electronically by use of computer internet

links etc.

Martin (2007) suggest that an office technologist is one who the basic

technical and social skill of having office or organizational affairs with the

combination of computer knowledge and application and also, he/she is a

custodian of the organizational information in which he/she keeps.

Oswald (2009) says that an office technologist is a person that attends

direct meeting and ensure that the affairs of the organization or company are

carried on in accordance with the requirement of the organization. Also, he/she is

an assistant to a boss and has the knowledge or modern technology and assists the

boss in carrying out all the office administrative functions.

Ezugwu (2004), viewed office technologist as an information and

communication manager for an office plan and schedules, meeting and

appointment, organizing and maintaining papers. In line with the above statement,

an office technologist is responsible for every information that comes to the

organization, he/she is able to handle, store and process it in an appropriate way to

be able to communicate effectively with the boss, members of staff, customers and

others in the organization. It is said that office technologist is the first contact in an

organization, and also contributes through specialized functions. This contribution

lies primarily in the field of communication between the boss and other members

14
of staff. Also office technologist is not only responsible for organizing meetings,

conferences and analyzing problems and proffering solution but also serves as

reposition of knowledge.

Oswald (2006) opined that office technologist is a person that attend

directors meeting and ensure that the affairs of the organization or company are

carried out in accordance with the requirement of the organization. Office

technologist is also an employee in an office who deals with correspondence of

members of staff. A high skilled office technologist is the one who has all the

secret of the organization. Office technologist is the one who has general

knowledge on all the activities in the organization. Edun (2005), opined that office

technologist is a person employed, who is concerned with preparation, presentation

and transmission of all types of communication either mechanically or

electronically by the use of computer internet link.

Abbai (2004), postulated that office technologist is the image maker of the

development of an organization and has to be focused and can critically examine

and assessed, because office technologist is the development of an organization is

others in organization. It is said that office technologist is the first contact in an

organization, but also contributes through specialized functions and this

contribution lies primarily in the field of communication between the boss and

other members of staff. Also, office technologist is not only responsible for

15
organizing meetings, conferences and analyzing problems and proffering solution

but also serve as reposition of knowledge.

Oswald (2006) opined that office technologist is a person that attend

directors meeting and ensure that the affairs of the organization or company are

carried out in accordance with the requirements of the organization. Office

technologist is also an employee in an office who deals with correspondence and

order clerical activities in an organization. A high skilled office technologist is the

one who has all the secret of the organization. Because he is the one who has

general knowledge on all the activities in the organization.

Abbai (2004), postulated that office technologist is the image maker of the

development of an organization and has to be focused and can critically examine

and assess, because office technologist is the development of an organization

He/she is one of the first contacts within and outside the organization.

Hornby (2006) stressed that office technologist is an expert in technology,

This means that an office technologist is a person who has scientific knowledge or

skills used in practical ways in industry, for example, in designing new machine.

Office technologist is also a person who has knowledge in integrated operation of a

production system that uses electronic or related equipment to regulate and

coordinate the quality of what is produced. The researcher opined that an office

technologist is the brain box of the organization because every record is under

16
his/her custody.

The researcher views that an office technologist is any person who has the

acquired sufficient skills in keyboarding, shorthand and manipulating any basic

office equipment in an organization.

2.3 METHODS OF COMMUNICATION

According to Dajuretal (2010) highlighted the following methods of

communication, these are:

1. ORAL COMMUNICATION

It is certain that a great deal of information is communicated orally and it

is on record that about 25% of organizational duties are orally assigned. Oral

communication may be face to face meeting of two or more person. It may be

formal or informal, planned or unplanned depending on the situation.

ADVANTAGES OF ORAL COMMUNICATION

1) It ensures speedy interchange of ideas with immediate feedback

2) Other non-verbal technique could be employed accentuate message

3) Evaluation of the communication can be quickly done

4) It is personal and so eliminates the impersonality that characterizes some

organizational communication

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DISADVANTAGES OF ORAL COMMUNICATION

1) It is sometimes costly in terms of man-hour and money

2) Opinions might not be effectively expressed because of fear

3) Week or all communication skills may weaken the position of a concerned

staff on many issues

4) Limited infrastructural facilities may limit effectiveness

2. WRITTEN COMMUNICATION

This can be said to be most accurate form of communication because, it is

kept for reference purpose and it avoids misunderstanding and conflict of ideas.

Everything said in the cause of the communication is written down for future use.

ADVANTAGES OF WRITTEN COMMMUNICATION

Dajuretal (2010) states that the followings advantages and disadvantages

of written communication

1) It provides records

2) It makes for easy reference

3) It elicits consciousness of the law

4) The communication can be carefully prepared and read to large audience

DISADVANTGES OF WRITTEN COMMUNICATION

1) It could be counterproductive because of poor grammar, ineffective sentence

structure and incorrect spelling (specially by ineffective writers)

18
 2) It does not provide for immediate feedback

3) A lot of people lack the reading habit, they prefer to listen or watch

4) Non-verbal communication includes gesture posture, diagrams, photographs,

facial expression etc.

1. Space: -space here simply means or describes the position held by an officer

(e.g., going by the different spaces and position occupied in an office, one can

easily identify the different status of the officers in the organizations.)

2. Body movement: - A person can communicate non-verbally through the use of

body movement or body language e.g., crossing of the legs while sitting, snapping

one’s fingers, yawning etc.

3. Facial expression: - This simple means how ones take look at a given time. You

can actually communicate with facial expression e.g., weeping, smelling or

touching at a person send a message to the other person.

4. Time: - this enables us to determine the periods of the day such as morning,

afternoon, evening, weather etc. Time therefore communicates meaning to a

person.

5. Odour:- this has to do with smell for example when one perceives an offensive

odour or a sweet smell, certain expressions are created and they stand as messages

sent which determines the reaction of the perceiver.

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3. VISUAL COMMNUNICATION

According to Dajur (2010) Visual communication as the name suggests is

a communication through visual aid. It is the conveyance of ideas and information

in the conveyance of ideas and information in association with two dimensional

images, it includes: signs, typography, drawing, graphic design, illustration, colour

and electronic resources. It solely relies on vision. It is a form of communication

with a visual message whose text has greater power to inform, educate or persuade

a person. It is communication by presenting information through visual form. The

evaluation of a good visual design is based on measuring comprehension by the

audience, not on aesthetic or artistic preference. There are no universally agreed-

upon principles of beauty or ugliness. There exist a variety of ways to present

information visually, like gestures, photos etc. integrated on a computer display.

The term visual presentation refers to the actual presentation of information.

5. AUDIO-VISUAL COMMUNICATION

Dajuretal (2010) Audio —visual communication is communication

through the use of the sense of sound and sense of sight. Audio-visual

communication is information that is sent and received through the use of sight and

sound sense (e.g. films, television, slide etc.)

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5. NON-VERBAL COMMUNICATION

Adler (2000) stated that non-verbal communication is a bit more

complicated. It is sending a message without using words to convey meaning.

Non-verbal communication can include many different elements let's look at some:

1) Vocal cues, referred to as paralinguistic, is a form of non-verbal

communication that includes such things as pitch, inflection, tone, volume,

speed of the speech, quality, non-word sounds, pronunciation, enunciation

and even salience.

2) Body movement and gestures are also part of non-verbal communication for

example; learning forward may mean interest, while crossing arms is often

viewed as a defensive posture.

3) Facial expressions are a common form of non-verbal communication.

Examples of facial expressions include smiling, crying and grimacing.

4) Space can also act as a form of non-verbal communication. Space includes

the concept of territoriality is about making sure others know your territory.

A fence is an example of territoriality. Personal space, on the other hand, is a

three-dimensional space surrounding you that you don't want people to cross

if they come too close, you get uncomfortable

21
 5) Touch is often considered as positive and reinforcing such as patting

someone on the back for a job well done.

THE MAIN COMMUNICATION ELEMENTS/INSTRUMENT

According to DajurEtal (2010) gave the following as, there are brief

descriptions of the most popular elements for business communication probably in

use today. Some of these are universally familiar, others recent arrivals on the

business world, for completeness and to ensure a common understanding: bellows

are the descriptions:

1. Audio Tape/CD: although audio playback devices are not usually available at

work. They are almost universal in homes and cars and can be taken practically

any were in the form of personal stereos. Audio is used only infrequently as a

means for business communication. Primary as a way of delivering information

and training of employees such as salespeople. Who are constantly on the move?

Audio production is relatively inexpensive.

2. Video Tape: As soon as video cassette recorders become established within the

home, their use within business flourished, primarily for formal corporate

communications, but also for training. Although video will increasingly be

transmitted by satellite to those organizations with large branch structures or

directly to desktop PCs over a company's network, the video cassette will remain

the most practical option for some time. Depending on the production values

22
employed, video can be • expensive to produce, though relatively inexpensive to

replicate and deliver. 3. CD-ROM: A CD Rom is a compact disc used for storing

computer data, although this data can be in practically any form, including audio

and video. Although CD-ROMs are universal. Now on home PCs, as much as

anything as a way of installing soft-ware, most business PCs do not require them.

4. The primary used for CD-ROM in business is the delivery of multimedia

training or sale presentation, normally on specially-provided workstations.

Depending on the nature of the media making up a CD-ROM and the degree of

interactivity required, CD-ROMs can be expensive to produce, yet inexpensive to

replicate and deliver.

5. Letters/memos/reports: in spite of the increase in electronic communication,

we all seem to receive our fair share of messages on paper.

This may be because there is no e-mail link between the parties, because a hard

copy is required to meet audit or legal requirements or because the recipient prefers

to read from them from a screen.

7. Manuals: another common form of paper document, with the distinction that

the main purpose is reference rather than gaining a response Printed materials: A

great deal of our post consists of printed documents in the form of brochures,

fliers, magazines and newsletter, many of which originate from outside, although

this format is also common for corporate communications depending on the

23
production values and the number of colours, printed material can be expensive to

produce and replicate, except at high volumes.

Phone: phones are universal and with the advent of voice mail and mobile it is

anywhere now possible to reach people practically anytime, conferencing facility

also make it possible for meeting of three or more people to take place remotely.

2.3 IMPORTANCE OF COMMUNICATION ON THE JOB

PERFORMANCE OF OFFICE TECHNOLOGIST
Irorakpor (2010) state that communication is a vital tool of management

communication is a taco-way process. The process starts from the sender and

proceeds to the receiver. But the effectiveness of communication process is further

enhanced if the action of the receiver to the communication moves in a reverse

how and reached the sender. This is known as feedback process. It is said that the

success of an organization depends on the adequacy of communication. The

importance of communication are:

1) Effective functioning of the organization totally depends on the effective

communication system. A business organization consists of people and

network of decisions affecting them. Managing an organization is getting

things done through others

2) Communication serves the management and makes everyone aware of what

the organization wants to achieve

24
3) Smooth running of the organization: A smooth running of the organization

depends on the effectives system of communication. It is only through a

good and effective communication system that effective leadership good

human relations, high morale and motivation in the organization can be

achieved and maintained to ensure success of management objectives.

4) Proper planning and co-ordination: - plans and decision must be effectively

conveyed to those who translate them into action. Effective communication

is a prerequisite for solving management problems.

5) Exchange of information: - communication helps executives to acquire more

knowledge. It also facilitates office technologist to share the acquired

knowledge with their subordinate which result to increase in the overall

management. It also helps in understanding the problems and offering

available solution to them.

6) Human relations: most of the conflict in organizations arise due to

misunderstood motives and ignorance of facts proper communication helps

to minimize friction and maximize mutual understanding, cooperation and

good will. A good relationship can be created with the help of an effective

method of communication

7) Overcoming Isolation: - We see all over the world how people are isolated

from each other by so many things like culture, languages, attitudes, tribes,

25
 geography, religions, nationalism, political different etc. through effective

communication. These differences and isolations are overcome.

8) Saving time: - when things or message are communicated correctly at n the

first time, people do not have to ask, any question and the time to repeating

the message over and over is saved. The office technologist benefits very

much in communication because it saves her time in the job performance

and allow her to cover in a little time.

9) Improving morale: - when secretary communicate effectively and diligently,

such Office Technologist receive respect, they meet the needs of others

which in turn improves the morale of the group. The office technologist will

be regarded because her communication improved the morale of the worker

10) Avoiding confusion: - Good communicators and good listeners always

understand themselves. When another technologist communicates and listen

to her boss effectively it avoids confusion in the working environment.

2.5 BARRIERS TO COMMUNICATION TO OFFICE TECHNOLOGIST

JOB PERFORMANCE
According to Leke (2010) communication is most effective when it moves

speedily and smoothly in an uninterrupted how communication is the nerve system

of an enterprise. It serves as the lubricant, fostering for the smooth operation of the

managements process. Despite the development of high-speed electronic devices,

communications are not successful in many cases. All messages are not effectively

26
transmitted or received. Several obstructions, blockade, hurdle, stoppage or

bottlenecks are barriers to communication that distort the message and make

communication ineffective. Some of the barriers or obstacles to effective

communication are given below.

1) Language barrier: - words and symbols used to communicate facts and

feedings many mean different things to different persons. This may act as a

barrier to effective communication. The meaning intended by the sender

may be quite different from the meaning followed by the receiver. The

language of the sender may be very technical or incomprehensible to the

receiver

2) Inattention barriers: - when the receivers do not pay complete attention.

To the message, communication becomes ineffective. The efforts to

communicate with someone not listening will tail. Generally, people are

found paying half attention to what's being communicated overall.

3) Organizational barriers: - the classical organization structure with a scalar

chain of command restricts free and frequently communications. These days

the organization structure of most big enterprise is complex involving

several layers of supervision and long communication lines. Too many

levels intervene casing delay in transmission and distortion in the message.

When the message has to pass through several hands, there is filtering.

27
4) Status barriers: - every organization has some kind of status system some

individuals have higher status than others. A superior may give only selected

information to his subordinates so as to maintain status differences

subordinate usually tend to convey only those things which the supervisors

would appreciate such selective communication is also known as filtering. A

subordinate may also feel reluctant to report his shortcoming or may not

seek clarification on instructions which are subject to different

interpretations for feat of loss of prestige in the eyes of superior

5) Premature evaluation: -some people have the tendency to inform

judgement before listening to the message. This is known as premature

evaluation. "Half listening is like racing you enquire with the years in

neutral “premature evaluation and response tend to stood the transfer of

information.

6) Perceptual barriers: every individual has specific areas of interest. So, he

may hear, read or see only that part of the message which is available to him.

There may be deliberate filtering of the message by the sender.

7) Emotional distortions: barriers may also arise due to emotion attitude

because when emotions are strong, it is difficult to know the frame of mind

of the other persons. Emotional attitudes of both the sender as well as the

receiver, obstructs free flow of transmission are understanding of messages.

28
 8) Channel distortion: physical or mechanical barriers may also cause

distortion of communication. Communication is a two-way process, distance

between the sender and the receiver of the message is an important barrier to

communication many people talking simultaneously, inaudible telephone

lines, electronic disturbances wrongs transcription in telex messages, noise

etc. are example of channel distortion.

2.6 POSSIBLE WAYS ON HOW TO OVERCOME THE PROBLEMS OF

COMMUNICATION IN THE MODERN OFFICE
According to Mohammed (2010), communication is a major function of an

office. The success of an organization depends to a very large extent upon its

ability to communicate effectively with its employees and customers. Effective

communication takes place when a thing is understood in the sense in which it has

being communicated. Effective communication is a good business and very

essential for the success of an organization it is a two-way process. It may not be

possible to achieve perfect communication. The following are some of the

measures which may be adopted by the management to overcome the barriers and

maintain the effectiveness of communication.

Mohammed (2010) suggested the following ways of overcoming the

problems

1) Proper language: the message should be simple, brief and clear language.

Use of technical terms should be minimized. The words or symbols selected

29
 for conveying the message must be appropriate to the reference and

understanding of the receiver.

2) Clarity and completeness: clarity of thought is the first essential of good

communication. The language used should be simple and precise which the

receiver can understand easily. Technical jargons and high-sounding words

should be avoided. The contents of the communication should be adequate

and appropriate to the purpose of communication. The purpose of

communication itself should clearly define.

3) Briefly: all communication should be brief, unnecessary repetitions and

overelaboration should be avoided. The message should be concise and

concrete. The communication must be well-planned and well-constructed. It

is very essential for the management to maintain an efficient flow of

communication in all directions. The flow of information should be

regulated to avoid information overload.

4) Attention: careful listening is essential for effective communication. The

receiver should pay complete attention to the message so that the

communication becomes effective. The communication should convey the

message in such a way that the emotions and sentiments of the receiver is

not hurt proper listening and open mind are necessary for their purpose.

30
5) Integrity: the message sent must be consistent with the objectives and

programmes of the organization. Communication will be more effective if it

is consistent than when it is varied it is easier to follow consistent messages

to avoid credibility gap, management must ensure that their actions and

deeds are in accordance with their communication.

6) Feedback: the effectiveness of communication is measured through

feedback. Communication is a two-way process. The communication is

complete when the receiver understands the message. In the case of face to

face communication immediately feedback by seeing the emotions and

expressions on the face of the listener can be of great help to the

communicator. There should be follow up action to ensure that the message

is rightly understood. All communication should be followed up to generate

feedback.

7) Media: the method of communication to be adopted should be in conformity

with the nature and purpose of the message to be conveyed. The medium

and method of communication should be chosen carefully to suit the

particular communication needs. The equipment and mechanical devices to

be used should be carefully selected and well maintained to prevent

breakdown.

31
 8) Avoid premature evaluation: to communicate effectively, one should be a

good listener superior should develop a habit of patient listening and avoid

premature evaluation of communication from their subordinate. The will

encourage free flow of upward communication.

9) Developing relations: business require for accomplishing its goals. The need

is therefore, to develop proper relations among people working in the office.

This will automatically reduce or eliminate behavioral barriers to

communication by encouraging cooperation. An office manager should

respect dignity and authority of his subordinates and kind to them,

subordinates should also trust their superiors.

10) Gestures and action: the way you say something is also very important

along with the message for gesture such as a fumble of an eye, a smile or a

handshake etc. convey sometimes more meaning than even words spoken or

written. The main reason is that action and deeds often speak louder and

clear than words.

2.7 SUMMARY
This chapter covers the following areas: the conceptual framework,

methods of communication, which are: oral communication, written

communication, visual communication, audio visual communication. This chapter

also disclosed some of the importance of communication to office technologist and

32
it includes: smooth running of the organization, proper planning and co-ordination,

exchange of information, human relations, saving time, overcoming isolation,

improving morale, and avoiding confusion. The chapter also has been able to

examine the possible ways on how to overcome the problems of communication to

office technologist. Some of it are: proper language, clarity and completeness,

brevity, attention, integrity, feedback, avoid premature evaluation, developing

relations, gesture and actions.

33
 CHAPTER THREE

METHODOLOGY

3.1 RESEARCH METHODOLOGY

The chapter contains information on research design, population, sample

population, instrumentation, validity, method of data collected, method of data

analysis and decision rule.

3.2RESEARCH DESIGN
The research design adopted for this research work was survey design

because the opinions of Office Technologist were sought in order to get

information on the research topic.

3.3 POPULATION
The population of this study is made up of all Office Technologist in

Federal Polytechnic Mubi which were seventy-two (72) in number in all sections,

departments and units within the Polytechnic

3.4 SAMPLE POPULATION

Because of the small size of the population the researcher used the entire

population of the study which is seventy-two (72) Office Technologists in Federal

Polytechnic Mubi.

34
3.5 1NSTRUMENTATION
The data for the research work was collected using twenty (20) items self-

developed questionnaires title the impact of communication on the job

performance of office technologist.

3.6 VALIDITY
To ensure validity of instrument, the questionnaire was given out to two

experts from department of Office Technologists and management in Federal

Polytechnic Mubi and the supervisor for face and content validation

3.7 METHOD OF DATA ANALYSIS

Data for this research work was collected using primary and secondary

source of data. The primary source includes questionnaire which were personally

distributed by the researcher and collected for analysis. The secondary sources are

textbooks, internet, journals etc.

3.8 METHOD OF DATA ANALYSIS

The data collected would be analyzed using the test statistics of mean and

standard deviation. These statistics are appropriate because of the descriptive

nature of the research. The following are the formula for calculating mean and

standard deviation.

Mean
Σfx
x́ ꞊
N
Where

35
 x́ = Mean
Σ = Summation
X = Nominal/Assigned values
F = Frequency
N = Number of respondents
Standard Deviation
Σ(x−x )2

Where
σ=
√ N

σ = Standard Deviation
√ = Square Root
Σ = Summation
x = Number of Respondents for Scale Response
x = Mean
N = Total Number of Respondents

3.9 DECISION RULE

The decision rule used by the researcher for mean is that any response with a

mean score of 3.5 and above would be taken as agreed or accepted and as having

effect on the problem at hand, while any mean score below 3.5 will be taken as

rejected or disagreed and as having no effect on the problem at hand.

Whereas for standard deviation, any calculated standard deviation that falls

within the range of 2.5 to 3.8 will be accepted as normal distribution.

36
 CHAPTER FOUR

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

4.1 Summary of Question Distributed

In order to achieve the purpose/objectives of this research work, seventy-two

(72) questionnaires were distributed and sixty-nine (69) were returned

successfully, representing 97.2% while three (3) were not returned. Hence the

analysis would base on the sixty-nine (69) questionnaires returned.

37
 4.2 ANSWERING RESEARCH QUESTIONS
RESEARCH QUESTION 1:
What are the importance of effective communication on the job performance of
office technologist?
TABLE 1
S/N Statements S A UD D S ∑FX N x́ S Remarks
A 4 3 2 D D
5 1
1 Communication helps office 26 21 9 8 5 262 69 3.8 3.5 Agreed
technologist work to go on. It is a
means through which orders and
instructions are given
2 Effective communication helps to 24 25 8 7 5 263 69 3.8 3.6 Agreed
minimize friction and maximize
mutual understanding, cooperation
and good will.
3 It makes work purposeful by giving 25 23 9 8 6 266 69 3.9 3.5 Agreed
meaning to be aware of what the
organization want to achieve.
4 It is the only means through which 23 24 10 6 6 259 69 3.8 3.5 Agreed
the office technologist can establish
contact within and outside the
organization.
5 Communication encourages the 25 22 8 9 5 260 69 3.8 3.5 Agreed
office technologist towards effective
and efficient job performance.
19.1 17.6
Source: Field Survey, 2019 Average Mean and S.D: x́ = 5 =3.8, S.D= 5

=3.5

The above table one, variable one and two shows that the respondents with

the mean score of 3.8 and 3.8 and standard deviation of 3.5 and 3.6 each agreed

that communication helps office technologist to go on also effective

communication helps to minimize friction and maximize mutual understanding.

38
 Variable three, four and five with a mean score of 3.9, 3.8 and 3.8 and

standard deviation of 3.5 each also shows that the respondents agreed with the

statements that communication makes work purposeful by giving meaning to be

aware of what the organization wants to achieve, communication encourage the

office technologist towards effective and efficient job performance.

The researcher, based on the above findings has agreed with the

respondents that all statements in table one importance of effective communication

on the job performance of office technologist with an average mean of 3.8 and

standard deviation of 3.5.

39
 RESEARCH QUESTION 2: What are the various method of communication
available for an office technologist?
S/N Statements S A UD D S ∑FX N x́ S Remarks
A 4 3 2 D D
5 1
1 Oral communication is a form of 23 24 8 8 6 257 69 3.7 3.5 Agreed
communication that helps the office
technologist to interact face to face
with two or more persons, it ensures
speedy interchange of ideas with
immediate feedback.
2 Written communication is one of 26 20 9 8 6 259 69 3.8 3.4 Agreed
the most accurate for of
communication because it is kept
for reference purposes and it avoid
misunderstanding and conflict of
ideas.
3 Visual communication this is the 26 21 9 8 5 262 69 3.8 3.4 Agreed
type of communication through
visual aid. It conveys ideas and
information through sign
hypsography, drawing, graph
design, illustration, color and
electronic resources.
4 Audio-visual communications 24 23 9 7 6 259 69 3.8 3.4 Agreed
another type of communication that
is sent through the use of sense of
sound and sense of sign. E.g Films,
television and slides etc.
5 Non-verbal communication which 25 21 8 9 6 257 69 3.7 3.4 Agreed
has to do with body language such
as facial expression, head nodding,
clapping, dancing.
TABLE 2

40
 18.8 17.1
Source: Field Survey, 2019 Average Mean and S.D: x́ = 5 =3.8, S.D= 5

=3.4

From the above table two, variable one and two with a mean score of 3.7 and

3.8 respectively and standard deviation of 3.5 and 3.4 shows the respondents

agreed oral communication is a form of communication that helps the office

technologist to interact face to face with two or more persons, writing

communication is one of the most accurate form of communication of

communication because it is kept for reference purpose and it avoid

misunderstanding and conflict of ideas.

Subsequently, variable three and four with a mean score of 3.8, 3.8 and 3.7

each and a standard deviation of 3.4 respectively also shows that the respondents

are in agreement with the notion that visual communication is the type of

communication through visual aid while audio-visual communication is another

type of communication that is sent through the use of sense of sound and sense of

sign, non-verbal communication which has to do with body language such as facial

expression.

The researcher, also agree with the respondents that all the statements in

table two are various method of communication available for office technologist

with an average mean of 3.8 and a standard deviation of 3.4.

41
 RESEARCH QUESTION 3:
What are the barriers to effective communication on the job performance of an
office technologist?

S/N Statements S A UD D S ∑FX N x́ S Remarks

A 4 3 2 D D
5 1
1 Language barrier words and 25 22 8 7 7 258 69 3.7 3.5 Agreed
symbols use to communicate may
mean different persons. This may
act as a barrier to effective
communication.
2 Inattention barrier when the receiver 25 26 7 6 5 267 69 3.9 3.7 Agreed
does not pay complete attention to
the message, communication
becomes ineffective.
3 Emotional distortions, emotional 24 26 8 5 6 264 69 3.8 3.7 Agreed
attitudes of both the sender as well
as the receiver, obstructs free flow
of transaction and understanding of
message.
4 Channel distortions, physical or 23 25 9 7 6 262 69 3.8 3.5 Agreed
mechanical barriers may also cause
distortion of communication e.g.
inaudible telephone line,
electronically disturbances, wrong
transcription telex message.
5 Organizational barriers when the 26 25 7 7 4 269 69 3.9 3.7 Agreed
message has to pass through several
hands there is filtering.
TABLE 3
19.1 18.1
Source: Field Survey, 2021 Average Mean and S.D: x́ = 5 =3.8, S.D= 5

=3.6

42
 The table above reveals that the respondents with a mean score of 3.7 and

3.9 and standard deviation of 3.5 and 3.7 each in variable one and two shows that

the language barrier words and symbols use to communicate may mean different

things to different persons, so also, inattention barrier when the receiver does not

pay complete attention to the message communication becomes ineffective.

Variable three, four and five also shows that the respondents agreed with the

statements with a mean score of 3.8, 3.8 and 3.9 and standard deviation of 3.7, 3.5

and 3.7 each, emotional attitude of both the sender as well as the receiver obstructs

free flow of transaction, mechanical barrier may also cause distortion of

communication, when the message has to pass through several hands there is

filtering.

The researcher, agreed with the respondents with an average mean of 3.8

and standard deviation of 3.6 that all the statements in table are barriers to effective

communication on the job performance of an office technologist.

43
 RESEARCH QUESTION 4:
What are the ways of improving communication in the modern office?
TABLE 4
S/N Statements S A UD D S ∑FX N x́ S Remarks
A 4 3 2 D D
5 1
1 Proper language used for the 25 23 8 7 6 261 69 3.8 3.5 Agreed
message should be simple, brief and
clear language. The word or
symbols selected for conveying the
message must appropriate.
2 Attention and careful listening is 24 22 9 8 6 257 69 3.7 3.4 Agreed
essential for effective
communication and so receiver
should pay complete attention to the
message so that communication
becomes effective.
3 Feedback by seeing the emotions 23 23 10 7 6 257 69 3.7 3.4 Agreed
and expressions on the face of the
listener can be of great help.
Therefore, there should be follow up
action to ensure that message is
rightly understood.
4 The equipment and mechanical 26 22 9 7 5 264 69 3.8 3.5 Agreed
devices to be used should be
carefully selected and well
maintained to prevent breakdown.
5 The management should maintain 25 22 9 7 6 260 69 3.8 3.5 Agreed
an efficient flow of communication
in all direction. The flow of
instruction should be regulated to

44
avoid information overload.
18.8 17.3
Source: Field Survey, 2019 Average Mean and S.D: x́ = 5 =3.8, S.D= 5

=3.5

Table four above, indicated that the respondents agreed with statement one

and two with a mean score of 3.8 and 3.7 and standard deviation of 3.5 and 3.4 that

proper language used for the message should be simple, brief and clear, attention

and careful listening is essential for effective communication.

Statement three, four and five also shows that the respondents concur with

the notion that emotions and expression on the face of the listener can be of great

help, mechanical devices to be used should be carefully selected is a solution to the

identified problems with a mean score of 3.7, 3.8 and 3.8 and standard deviation of

3.4, 3.5 and 3.5 each.

The researcher, therefore, finally agreed with the respondents that all the

statements in table four are possible improving communication in the modern

office with an average mean of 3.8 and standard deviation of 3.5.

From the table above, with the average mean of 4.42, it signified that the

respondent have accepted all the options one to five that they are in agreement with

the researcher view.

45
4.3 SUMMARY OF FINDINGS
Based on the analysis and interpretation of the data collected, the study were

revealed the following findings.

1. Effective communication is very important it helps office technologist to

minimize friction and maximize mutual understanding, cooperation and

good will in organization

2. Oral communication is a form of communication that helps the office

technologist to interact face to face withy two or more persons, it ensures

speedy interchange of ideas with immediate feedback

3. Communication encourages the office technologist towards effective and

efficient job performance, organization cannot do without communication

4. Audio-visual communication is another type of communication that is sent

through the use of sense of sound and sense of sign e.g., films, television and

slides etc. which helps office technologist to meet up its objectives/goals

5. Language barrier: - words and symbols used to communicate facts and

feedings many means different persons. This may act as a barrier to effective

communication. The meaning intend by the sender may be quite different

from the meaning followed by the receiver. The language of the sender may

be very technical or incomprehensible to the receiver

46
6. Inattention barriers when the receiver does not pay attention to the message,

communication becomes ineffective. The efforts to communicate with

someone not listening will tail. Generally, people are found paying half

attention to what’s being communicated overall.

7. Proper language: the message should be simple, brief and clear language.

Use of technical terms should be minimized. The words or symbols selected

for conveying the message must be appropriate to the reference and

understanding of the receiver

8. Clarity and completeness: clarity of thought is the first essential of good

communication. The language used should be simple and precise which the

receiver can understand easily. Technical jargons and high-sounding words

should be avoided, the content of the communication should be adequate and

appropriate to the purpose of communication. The purpose of

communication itself should be clearly define.

47
 CHAPTER FIVE

SUMMARY, CONLUSION AND RECOMMENDATION

5.1 SUMMARY
This research work was centered on the Impact of Communication on

The Performance of Office Technologist in Federal Polytechnic Mubi. some of

the objectives of the study were to; know the importance of effective

communication to an office technologist, to identify the various method of

communication available for office technologist, to a certain the barriers to

effective communication to an office technologist, to suggest possible ways on

how to improve communication to an office technologist.

Literature review was done using the primary and secondary source of

data. The sample population for the study was made up of the entire 72 office

48
Technologist in Federal Polytechnic Mubi, because of the small size of the

population. The methodology adopted for the research was the survey method.

This method was though appropriate because the opinions of the respondents were

needed to resolve the problem at hand.

A five point like-type scale was used to present the data collected while the

mean statistical tool was used to analyze the data because of the descriptive nature

of the study. Tables were used to present the data in order to enhance the

understanding of the prospective readers. The major findings of the research were

also presented together with well though-out recommendations

5.2 CONCLUSION
The researcher therefore, concluded that correct use of communication by

an Office Technologist will enhance his/her dealing with people and creating good

impression, with the general public in the modern office or business world. The

spoken word are used far more frequently in shops, offices and factories as a

communication channel than written, body language or visual media, and the

feedback is received immediately.

5.3 RECOMMENDATIONS
Based on the findings obtained, the following recommendations were

made.

49
1) An Office Technologist should know his/her vocabulary and very the length of

his/her word or sentences

2) High sounding word that the receiver is not used to should be avoided by an

office technologist

3) Workers should learn how to communicate through correspondence such as

memo, letters, circulars etc. in a modern office.

4) Speakers should endeavor to be audible for the audience to hear and understand

the message being sent across.

5) Audience should try to be attentive because one cannot listen if one is talking

6) An Office Technologist should know his/her vocabulary and very the length of

his/her word or sentences

7) High sounding word that the receiver is not used to should be avoided by an

office technologist

8) Heightened language should be employed when communication with educated

audience and vice versa.

5.4 AREAS FOR FURTHER STUDIES

Due to some circumstances that surrounded this research work, the

researcher cannot exhaust the topic in question, and therefore, suggested that future

researcher could carry out research on the following topics.

1) Impact of oral communication on the job performance of office technologist

50
2) The need for effective use of oral communication devices by an office

technologist in an organization.

3) The effect of good communication skills on employee's job performance in an

organization.

51
REFERENCES

52
 Appendix I

Department of Office Technology

and Management,
Federal Polytechnic, Mubi,
P.M.B 35, Mubi,
Adamawa State,

3rd March, 2021.

________________________
________________________
________________________

Dear Sir/Madam,

VALIDATION OF QUESTIONNAIRE

I am a final year Higher National Diploma (HND) student of the above-named

Institution and Department, writing a project on “The Role Of Communication
On The Job Performance An Of Office Technologists In Federal Polytechnic,
Mubi”
You are please required to validate the enclosed questionnaire in order to
ensure face and content validity. A copy of the purpose/objectives of the study is
enclosed for guidance.

I anticipate a favorable reply to my request.

Thank you.

Yours faithfully,

HAMATU GODIYA.
SCT/OTM/HND/18/019

53
PURPOSE/OBJECTIVES OF THE STDY

The main purpose of this research is to ascertain the “The Role Of

Communication On The Job Performance An Of Office Technologists In
Federal Polytechnic, Mubi”
. Specifically, The Research objectives are:

1. To know the importance of effective communication to an office

technologist
2. To identify the various method of communication available for office
technologist
3. To ascertain the barriers to effective communication to an office
technologist
4. To suggest possible ways on how to improve communication to an office
technologist

54
 Appendix II

Department of Office Technology

and Management,
Federal Polytechnic, Mubi,
P.M.B 35, Mubi,
Adamawa State,

3rd March, 2021.

_____________________
_____________________
_____________________

Dear Respondent,

FILLING OF QUESTIONNAIRE

I am a final year Higher National Diploma (HND) student of the above-named

Institution and Department, writing a project on ““The Role Of Communication
On The Job Performance An Of Office Technologists In Federal Polytechnic,
Mubi”
You are please required to fill the attached questionnaire to the best of your
knowledge. Your response will be treated with strict confidentiality and will be
used for the purpose of this research alone.

Thank you for your anticipated cooperation.

Yours faithfully,

HAMATU GODIYA
SCT/OTM/HND/18/019
55
QUESTIONNAIRE ON “THE ROLE OF COMMUNICATION ON THE JOB
PERFORMANCE AN OF OFFICE TECHNOLOGISTS IN FEDERAL
POLYTECHNIC, MUBI”
SECTION A: Demographic Data (Personal Data)

NAME OF DEPARTMENT: ___________________________________

RANK/POSITION: ____________________________________________
EDUCATIONAL QUALIFICATION: _____________________________
YEARS OF SERVICE: _________________________________________

SECTION B: THE QUESTIONNAIRE

Please tick [ √] appropriate responses that agree with your understanding to the
question/statement posed.
The keys to the response categories are as followed
Response Code Assigned Value/Score
Strongly Agreed SA 5
Agreed A 4
Undecided UD 3
Disagreed D 2
Strongly Disagreed SD 1

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 RESEARCH QUESTION 1: What are the importance of effective
communication on the job performance of office technologist?
S/ STATEMENTS S A UD D SD
N A 4 3 2 1
5
1 Communication helps office technologist work to go on. It
is a means through which orders and instructions are given
2 Effective communication helps to minimize friction and
maximize mutual understanding, cooperation and good will.
3 It makes work purposeful by giving meaning to be aware of
what the organization want to achieve.
4 It is the only means through which the office technologist
can establish contact within and outside the organization.
5 Communication encourages the office technologist towards
effective and efficient job performance.

RESEARCH QUESTION 2: What are the various method of communication

available for an office technologist?
S/ STATEMENTS S A UD D SD
N A 4 3 2 1
5
1 Oral communication is a form of communication that helps
the office technologist to interact face to face with two or
more persons, it ensures speedy interchange of ideas with
immediate feedback.
2 Written communication is one of the most accurate for of
communication because it is kept for reference purposes and
it avoid misunderstanding and conflict of ideas.
3 Visual communication this is the type of communication
through visual aid. It conveys ideas and information through
sign hypsography, drawing, graph design, illustration, color
and electronic resources.
4 Audio-visual communications another type of
communication that is sent through the use of sense of
sound and sense of sign. E.g Films, television and slides etc.
5 Non-verbal communication which has to do with body
language such as facial expression, head nodding, clapping,
dancing.

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 RESEARCH QUESTION 3: What are the barriers to effective communication on
the job performance of an office technologist?
S/ STATEMENTS S A UD D SD
N A 4 3 2 1
5
1 Language barrier words and symbols use to communicate
may mean different persons. This may act as a barrier to
effective communication.
2 Inattention barrier when the receiver does not pay complete
attention to the message, communication becomes
ineffective.
3 Emotional distortions, emotional attitudes of both the sender
as well as the receiver, obstructs free flow of transaction and
understanding of message.
4 Channel distortions, physical or mechanical barriers may
also cause distortion of communication e.g. inaudible
telephone line, electronically disturbances, wrong
transcription telex message.
5 Organizational barriers when the message has to pass
through several hands there is filtering.

RESEARCH QUESTION 4: What are the ways of improving communication in

the modern office?

S/ STATEMENTS S A UD D SD
N A 4 3 2 1
5
1 Proper language used for the message should be simple,
brief and clear language. The word or symbols selected for
conveying the message must appropriate.
2 Attention and careful listening is essential for effective
communication and so receiver should pay complete
attention to the message so that communication becomes
effective.

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3 Feedback by seeing the emotions and expressions on the
face of the listener can be of great help. Therefore, there
should be follow up action to ensure that message is rightly
understood.
4 The equipment and mechanical devices to be used should be
carefully selected and well maintained to prevent
breakdown.
5 The management should maintain an efficient flow of
communication in all direction. The flow of instruction
should be regulated to avoid information overload.

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