ABSTRACT

This project is titled “Impact of Good Communication Skills On the Joh

Performance of an Office Technologist in Federal Polytechnic, Mubi. The study
was aimed at achieving the following objectives: to identify the types of good
communication skills available for the job performance of an Office Technologist,
determine the importance of good communication skills as it affects the job
performance of an office technologist, highlight the barriers to good
communication skills in an organization as encountered by Office Technologist,
suggest ways to improve good communication skills. The data for the research
work were collected using primary and secondary sources. Because of the
descriptive nature of this research work, mean statistical tool was used to analyze
the data. Based on. the analysis, the following findings were made.' that listening
skills, speaking skills, reading skills, writing skills and body movement /gesture
are types of good communication skills; that it is through communication that
managers become aware of the need of customers, builds confidence in the office
technologist relationship with others, help in avoiding confusion in the working
environment and change people etc. some of the barriers to good communication
skills in an organization are; perception barrier, emotional barrier, language
barrier, physical barrier and listening barrier have negatively affected the smooth
flow of effective job performance of office technologist. It was concluded that
good communication skills change people, organization as well as the entire
world but despite the importance of good communication skills, it could be seen
that there are some factors that has negatively affected the smooth flow of
effective communication to aid the performance of Office Technologists. Based on
the above findings, the following recommendations were made: Office
technologist should pay careful attention to the speakers ' statement focus on what
the speaker is saying and avoid interruption, Office technologist should limit their
ability to accept explanations and solutions offered by others when in distress,
Simple language should be used so as to avoid misinterpretation of information.

i
 CHAPTER ONE

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

The ability to communication is the primary factor that distinguishes human

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

one individual from another. The word communication comes to mind most readily

when the sender or receiver had conversation between two friends or persons.

Some may think of newspaper issues daily from a central office to thousands of

subscribers, radio broadcasting, others may think of telephone, linking one

speaker and one listener. These perceptions of communication point out the

extremely complex and difficult nature of the subject matter of communication,

communication happens everyday in the work place, manger gives directions to

workers through communication to plan a project and employees communicate

1
information to customers. Poor communication leads to misunderstanding and poor

customer services.

According to Michael (2014) “communication is the process by which

information is understood by two or more persons there must be at least two people

involved in communication, which involves sharing of information and

understanding of the information.

Becham, (2012) said is a process of creating and sharing meaning through the use

of symbols. It involved the set of skill to be improved. The fact is that apart from

the basic necessities, one need to be equipped with habits for good communication

skills. In order to develop these habits, one needs to improve communication skills

from to time to time.

Office technologist need to take note of the way they interact and the direction in

which their work and personal relation with people are going. Today an effective

communication skill has become a predominant factor even while recruiting

employees. While interviewing candidates, most interviewers judge them on the

way they communicate. They believe that skills can be improved on the job but

ability to communicate well is important as every employee becomes the image of

the company he represents.

Communication skills are the basis of the successful career. Whether they are the

chief executive officer (C.E.O) of a company or an entry level employee at a small

2
business they need to learn how to communicate their ideas in order to work

effectively with other people.

Likewise, Office Technologist need communication skills for interpersonal

relationship. Unfortunately, many Office Technologist misunderstand some of the

basic concept of communication. It is against this background; that the researcher

wishes to write on the impact of good communication skills on the job

performance of an Office Technologist.

1.2 STATEMENT OF THE PROBLEMS

Communication skills are the ability to use language (reception) and express

(expressive) information either verbally or non-verbally. The importance of

communication skills cannot be over emphasized. Lack of effective

communication skills tends to make communication distorted which subsequently

bring about communication breakdown in organization, it has been observed over

the years that most Office Technologist do not utilized Communication Skills in

communicating with people within and outside the Organization.

This negligence can be attributed to lack of Good Communication Skills in Modern

Office.

As a result of the forgoing, this study is aimed at uncovering Impact of Good

Communication Skills on Office Technologists’ Job performance in Federal

3
Polytechnic Mubi and the way to encourage the use of Good Communication Skills

in an Organization.

1.3 PURPOSE/ OBJECTIVES OF THE STUDY

The main purpose of this study is to determine the “impact of good

communication skills on the job performance of an Office Technologist in Federal

Polytechnic Mubi” specific objectives includes the following: -

1. To identify the types of good communication skills available for the job

performance of an Office Technologist.

2. To determine the importance of good communication skills as it affects the job

performance of an office technologist.

3. To highlight the barriers to good communication skills in an organization as

encountered by Office Technologist.

4. Suggest ways to improve good communication skills.

1.4 SIGNIFICANCE OF THE STUDY

The successful completion of this research will be useful in the following ways.

This research work will be of great importance to the management of Federal

Polytechnic Mubi the study will help office technology improve their

communication skills. It will also help future researchers as reference materials and

general reading public.

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1.5 RESEARCH QUESTIONS

To achieve the objectives of this study, the Following question were formulated.

1. What are the types of good communication skills available to an office

technologist?

2. What are the importance of communication skills to the office technologies job

performance'?

3. What are the barriers to good communication skills in the organization as

encountered by office technologies?

4. What are the possible solutions to the identified problems?

1.6 SCOPE/ DELIMITATION OF STUDY

This project examines the impact of good communication skills on the job

performance of an office technologists in Federal Polytechnic Mubi.

1.7 LIMITATION OF STUDY

In the course of carrying out this research work the researcher found it difficult to

combine class work with running around for data collection all within the short

time frame work of the two semesters. Finance also constituted a problem because

there was not enough finance to download much information from the internet and

travel to another place for information.

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1.8 DEFINITION OF TERMS

For better understanding of this research work by the reader the following terms

have been operationally defined.

Impact: to have an immediate or and strong effect or something or someone.

Good: high quality or some acceptable standard

communication skills: is the way to corvery information so that it is received and

understood.

Job performance: to carry out activities such as test, study or work by an

employee for regular payment.

Office Technologist: is a person who has acquired sufficient skills in keyboarding,

shorthand and manipulation of basic office equipment in an organization.

Skills: This is the ability an individual display Inconsistently demonstrate the

ability to effective communication with client’s colleagues, subordinates, and

supervisions in a professional manner.

Communication: This is process of sharing ideas, thoughts or feelings from one

person to another by means of agreed symbols.

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 CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.1 INTRODUTION

In this chapter the researcher reviewed the work of other authors. what they said

about the Impact of the Good Communication Skills on The Job Performance Of

an Office Technologist, the conceptual framework of this study is in line with the

objective outlined in the chapter one of this researcher work, These are: To identify

the types of Good Communication Skills available for the job performance of an

Office Technologist, determine the importance of Good Communication Skills as

it Affects the Job Performance of an Office Technologist, highlight the barriers to

good communication skills in an organization as encountered by Office

Technologist, suggest ways to improve good communication skills and summary.

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2.2 CONCEPTUAL FRAMEWORK

COMMUNICATION

The word “Communication” can be seen as most essential factor for the smooth

activities of individual group business organization and animals. Michael (2012)

sees Communication as the process by which information is understood by two or

more persons. There must be at least two people involved in communication,

which involved sharing of information and understanding of the information.

Bethan (2014) said is the process of creating and sharing meaning through the use

of symbols. According to swindle and warren (2012) communication skills is the

use of language to communicate, to express ourselves to get our idea 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 company or an

entry-level employee at small business you need to learn how to communicate

your idea in order to work effectively with other people like-wise you need

communication skill for interpersonal relationship unfortunately many people

misunderstand some of the basic communication.

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Office Technologist need to be well equipped with the tools to communicate

effectively weather it is on personal front or at work. In fact, according to the

scope the reason for misunderstanding is due to inability to speak well or listen.

SKILLS

According to Merriam (2016) the word “Skill” is the ability an individual display

inconsistently to demonstrating the ability to effectively communicate with clients,

colleagues, subordinates, and supervisions in professional manner. A person soft

skill in an important part of their individual contribution to the success of an

organization dealing with customers face to face arc generally more successful. If

they train their staff to use these skill or training for personal habits or trait such as

dependability and consciousness, they can yield significant return on investment

for an organization. For this reason, soft skills are increasingly sought out by

employers in addition to standard qualification.

COMMUNICATION SKILLS

According to Windle and Waren (2012) Communication Skill 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 to.

Stevenson (2005), suggested that communication Skills are the cornerstone of successful

career whether you are a Chief Executive Officer of a Company or an entry level

employee at small business you need to learn how to communicate your idea.

Unfortunately, many people misunderstand some of the Basic Communication Skill.

9
Office Technologist need to be well equipped with the Skills to communicate effectively

whether its on personal ground or at work.

According to Aderson (2000) to be a Good Communicator is half battle or not scope for

misunderstanding is inability to speak well or listen effectively. The researcher believes

that Communication Skills whether written, oral or non-verbal communication is the

ability to use language and express information so that it is received and understood

without any misunderstanding.

JOB PERFORMANCE SKILLS

Job performance is defined by Encarta (2008) as the manner in which something or

somebody functions operator behave in successful ways. Thesaurus (2002) stated

that job performance as effective and efficient, successful, useful, helpful, good

and valuable real actual in effective operation. Robert (2015), affirmed that Job

Performance is an ability to cause something to produce the desired result. The

researcher defined Job Performance is the way in which somebody does a job in

the cause of interacting with all other member.

OFFICE TECHNOLOGIST

Office Technologist is highlighted by Anderson (2004) as an executive assistance

that demonstrate the ability to work without direct supervision who exercise

initiative and good judgment and who makes decision within the scope of the

delegated authority.

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Joseph (2002) posited that a Office Technologist is universally acknowledged as a

professional whose role is indispensable in any profession organization or Office.

Hornby (2002) stated Office Technologist is an employee in an office, who deals

with correspondence, keep records, make arrangements, and appointment for a

particular member of an organization.

The researcher ascertains that Office Technologist is any person who has acquired

sufficient skills in keyboarding, shorthand, who can manipulate basic office

equipment in an organization.

2.3 TYPES OF GOOD COMMUNICATION SKILLS AVAILABLE FOR

THE JOB PERFORMANCE OF AN OFFICE TECHNOLOGIST

In the researcher's opinion the main aim of communication skill to an Office

Technologist is very vast and it is important for the day to today running of the

organization. Robert (2014) said that the manner employed is speaking, writing,

reading, listening and body movement/ gesture to communicate messages through

words, numbers, pictures, actions etc. These implies that every means used in

passing information between the sender and the receiver is a pattern of

communication. Basically we have five types of communication skills.

1. LISTENING SKILL: is receptive language skills. Which learners usually find

the most difficult. This often is because they feel under unnecessary pressure to

understand every word. The listener has to get oriented to the listening pattern

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 and be all ears. The listener is also required to be attentive, This intensive

listening will ultimately help an office technologist to understand more on the

ascents that is used and exact pronunciation of word

2. SPEAKING SKILL: is tool for communication. We communicate with

others, to express our ideas, and to know other ideas as well, Office

technologist must take into account that level of language input (listening) must

be higher than the level of language production are main sources to master the

sounds, rhythms and inflammation of the English language through simple

reproduction. This skill could be improved by understanding para-linguistic

attributes such as voice quality, volume and tone, voice modulation, articulation

pronunciation etc. this could also be further enhanced with the help of

discussion.

3. READING SKILL: is a language skill that helps Office Technologist improve

in all part of the English language. Vocabulary, spelling, grammar and writing.

It helps to develop language intuition in the correct form. Then the brain

imitates them. Producing similar sentences to express the desired meaning

using skimming or scanning technique to read quickly is highly effective. While

reading, understanding of the key words is a must. Reading skills help the

Office Technologist grasp the content and draw conclusion. The Office

Technologist should also make it a point to familiarize themselves with the

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 jargon and new words by making reading a habit be it reading newspapers,

articles, books, magazines etc.

4. WRITING SKILL: provides an office technologist with physical evidence

of his achievement and he can measure his improvement. It helps to

consolidate their grasp to vocabulary and structure and compliment the other

language skills. It helps to understand the text and to compose correspondence.

It can help to foster the office technologist ability to summarize and to use the

language freely. To write flawless language one should practice the writing

skills with help of the various method. Importance should also focus on

coherence and cohesiveness when i! coines to writing a language with these for

skills addressed equally while learning English the and leaner can be assured of

having good communication skills a great necessity in today competitive world.

5. BODY MOVEMENT/ GESTURE: is a type of communication where the

individual communicates without speaking, simply with the help of hand and body

movement, facial expression and so on.

2.4 IMPORTANCE OF GOOD COMMUNICATION SKILLS AS IT

AFFECT THE JOB PERFORMANCE OF AN OFFICE TECHNOLOGIST.

1. It is through communication that managers become aware of the need of

customers, availability of the supplier etc. it is through communication that any

organization becomes an open system interacting with its environment.

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2. Improving morale: when Office Technologist communicates effectively and

diligently such office technologist receive respect, they meet the needs of others

which in turn improves the morale of organization. The secretary will be

regarded because her communication improved the morale of worker.

3. Avoiding confusion: Good Communication and good listeners always

understood themselves. When an office technologist communicates and listen to

her boss effectively it avoids confusion in the working environment.

4. Communication changes people, organization, as well as the entire world. The

effectiveness of many organizations therefore depends to large extent on the

effectiveness of the communication within and outside the organization.

5. Using correct medium there are several different forms of communication to

use it is important to choose the right one for example, (layoffš, salary, change,

etc.) is more appropriate than sending an email regarding the matter.

6. Respect: respecting what others have to say and acknowledging them is an

important aspect of communication. Being respect till can be simple as paying

attention to what they have to say, using distracted. By respecting others, the

other person will fell appreciated which will lead to more honest and productive

conversion.

7. Confident: be confidence in what you say or in your communication interaction

with others. Being confidence can be as easy as maintaining eye contact,

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 maintaining a relax body stance, and talking sound like question and avoid

trying to sound aggressive or demeaning.

8. Overcoming isolation: we see all over the world how people are isolated

from each other so many like culture, language, attitude, tribe, geography,

religion, nationalism, political differences etc. through effective communication

skills these differences and isolation are overcome.

9. Saves time: when things or messages are communicated any question and the

time to repeat the message is saved. Office Technologist benefits more because it

allows her to cover so many things in a little time.

2.5 BARRIERS TO EFFECTIVE COMMUNICATION IN ORGANISATION

According to Merriam (2016) is any obstacle which comprises to reduce the level

of communication process. In order words, noise reduces the amount of

information which is sent between those who are communicating thereby bringing

about communication breakdown.

1. Perceptual Barrier: this situation often erupt when the recipient of the message

tends to have some prejudice of message and decided to interpret only those

that are in consonance with his beliefs, values and actions tendencies.

2. Emotional Barrier: the mental disposition of a person often governs his ability

is to decode a message perfectly, extreme emotional barriers affect ones

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 emotional and rational judgment with regards to the interpretation of the

message.

3. Language Barrier: as a medium of transmitting message tend to present

different meaning to different user. It gives rise to variation and semantic

differences resulting from denotative or connotative influence. This implies that

meanings are attached to word or ideas based on their contextual applications.

4. Physical Barriers: sometime a physical object blocks effective communication.

Example, somebody wearing earing protection will not hear somebody yelling

"fire" distance too is another physical barrier. Two people of about 7km apart

cannot communicate with normal speaking tone.

5. Interpersonal Barriers: interpersonal are what ultimately keep us from reaching

out to each other. Sadly enough, this can be the most difficult area to change.

Some people spend their entire lives attempting to overcome a poor self-image

or a series of rooted prejudice about their place in the world. They are unable to

form genuine connections with people because they have too many false

perceptions blocking the way.

6. Listening Barriers: words are indispensable through and can sometimes cause

a great deal of trouble. In today's specialized world, managers in some

professional fields castled to their own technical listening that they forgot

outside their field that people may not listen and understand them. A person

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 will always try to get his opinion across first before listening to other person's

point of views.

2.6 WAYS OF OVERCOMING THE IDENTIFIED PROBLEMS

Sixths (2009) reveals that during the process of communication it. is visibly

clear that different types of noise disrupt the process, even though it is

investable on, either side of communication question the following point will

assist managers on how to:

1. Overcome perceptual barriers: to overcome perceptual barriers within the work

place, there are a few things you can do. The audience may make assumption

about you or the structure: perhaps you are new to the organization, or the

situation is challenging one. To get your massage pass these barriers, provide

evidence to support your claims and enhance your credibility. Effective

communication relies on being aware of one's own nonverbal behaviors and the

sensitive to how they may have perceived.

2. Overcome emotional barriers: within the work place, here are some helpful

hints: removing your energy people has difficult processing logic statement,

limiting their ability to accept explanation and solution. Hard by others. With

this in mind remove yourself from communication until you feel you can collect

your thoughts, think blearily and hold back potentially hurt fill and under

comments.

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3. Overcoming language: Carmela Resuma, the executive director of FLYTF,

says: until started traveling, I never realized the power of miming and body

language just to communicate with people. Also in most the people you meet.

4. Overcoming physical barrier: In the workplace here are some helpful hints: if

you send a lot of email or digital message make sure you are surgical in your

word choosing. Choosing the correct words and stamping out ambiguity is the

only step to making communication more effective. Face to face communication

is for superior for most people, especially once the connection has already been

made.

5. Overcoming interpersonal barriers: within the workplace, here are some helpful

hints: use simple words to convey the message. To have effective process of

interpersonal communication, you have to simplify language. Everyone hates to

decipher spoken words reserve the deciphering to the writing than when

speaking.

6. Overcoming listening barriers: the office technologist should pay careful

attention to the speakers' statement, focusing on the speaker or distraction.

Noise should be reduced in the environment so that Office Technologist will

concentrate on his/her job. The secretary should be in a place that visually

distraction will not interrupt performance.

2.7 SUMMARY

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 In this chapter, some keywords were defined various types of

communication skills that can assist the office technologist in his/her work were

also assigned as well their benefits. The importance effect of good communication

skills are: improving moral avoiding confusion respect communication changes

and use the correct Indium etc. every office technologist (secretary) in organization

needs communication skills to enhance his/her job performance. This chapter has

also been able to examine communication problems being faced by office

technologist which have as barrier to perceptual emotion language interpersonal

and listing. The solution to such problem were profound. Finally, to suggest ways

on how to improve communication skills which are overcoming perceptual,

overcoming emotional, overcoming interpersonal and language.

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 CHAPTER THREE

METHODOLOGY

3.1 RESEARCH METHODOLOGY

The research methodology used for this work includes the research design,

population. sample population, instrumentation, validity, method of data

collection, method of data analysis and decision rule.

3.2 RESEARCH DESIGN

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 The research design used for this work was survey method. This method is

appropriate because the opinions of Office Technologists were required in the

treatment of the problems at hand. More so, the descriptive nature of the research

calls for survey method.

3.3 POPULATION

The population for this research work was made up of all Office Technologists in

Federal Polytechnic, Mubi, totaling, sixty-eight (68) Office Technologists.

3.4 SAMPLE POPULATION

Because of the small size of the population under study, the researcher intends to

studied the entire population totaling sixty-eight (68) Office Technologists.

3.5 INSTRUMENTATION

The researcher used a twenty (20) items self-developed questionnaire titled 'Impact

of Good communication skill on the job performance of office technologists in

Federal Polytechnic, Mubi' to elicit response from the respondents.

3.6 VALIDITY

To ensure validity of the instrument, the researcher used the supervisor, and

other experts/professionals within the Department of Office Technology and

Management, to read and correct the instrument for face validity.

3.7 METHOD OF DATA COLLECTION

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 Data for this research was collected using primary and secondary sources.

The primary source was the questionnaire, while the secondary source includes;

textbooks, journals and internet etc.

3.8 METHOD OF DATA ANALYSIS

The data collected was analyzed by using the statistics of mean because of the

descriptive nature of the research work. The simple mean statistical tool formula

is:-

Mean

-x ꞊꞊ Efx/N

Where x Mean

E =Summation

X = Nominal/Assigned values

F= Frequency

N = Number of respondents

3.9 DECISION RULE

The decision rule used by the researcher 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.

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 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, sixty-eight (68)

questionnaires were distributed and sixty-eight (68) were returned successfully,

23
representing 100% returned. Hence. the analysis would base on the sixty-eight

(68) questionnaires returned.

4.2 ANSWERING RESEARCH QUESTIONS

RESEARCH QUESTION 1:

What are the types of good communication skills available for the job performance

of an Office Technologist?

TABLE 1

S/N Statements SA A UD D S ƩFX N _ Remar

5 4 3 2 D X k
1
1 Listening skills is receptive 35 23 8 2 0 295 68 4.4 Agreed
language skill which learners
find it most difficult
2 Speaking skill is a 30 25 8 3 2 282 68 4.2 Agreed
communication skill used by
office technologist to express

24
 ideas and know other peoples
idea as well
3 Reading skill is a 33 30 4 1 0 299 68 4.4 Agreed
communication skill that helps
office technologist to read,
decode and interpret
information
4 Writing skill provide office 30 25 8 3 2 282 68 4.2 Agreed
technologist with a physical
evidence of achievement and
can measure improvement.
5 Body movement/gesture is a 29 30 7 1 1 289 68 4.3 Agreed
type of communication skill
where office technologist
communicate without
speaking, simply with the help
of hand and so on
x 21.5
Source: Field Survey, 2022 Average mean: 5
= 4.3

From the above table one, variable one and two with a mean score of 4.4 and 4.2

each shows that the respondents agreed with the statement that listening skills and

speaking skills are types of good communication skills available for the job

performance of an Office Technologist variable three, four and five with a mean

score of 4.4, 4.2 and 4.3 respectively indicates that the respondents also agreed

with the statements that reading skills, writing skills and body movement

/Gesture are also types of good communication skills available for the job

performance of an office technologist. The researcher is also in agreement with the

respondents that all mentioned in table one are the types of good communication

25
skills available for the job performance of an office technologist with an average

mean score of 4.3

RESEARCH QUESTION 2

What are the importance of good communication skills as it affects the job

performance of an office technologist?

TABLE 2

S/N Statements SA A UD D S ƩFX N _ Remar

5 4 3 2 D X k
1
1 It is through communication 30 30 5 1 1 288 68 4.3 Agreed
that managers become aware
of the need of customers
2 Communication skills improve 30 25 10 2 1 285 68 4.2 Agreed

26
 morel when office
technologist meet the needs of
others which in turn improve
the morel of others
3 Communication skills build 30 30 5 2 1 290 68 4.3 Agreed
confidence in the office
technologist relationship with
others.
4 Communication skills help in 35 30 3 0 0 304 68 4.5 Agreed
avoiding confusion in the
working environment when
office technologist
communicate and listen to
his/her boss effectively.
5 Good communication skills 30 28 6 2 2 286 68 4.3 Agreed
change people, organization as
well as the entire world.
x 21.6
Source: Field Survey, 2022 Average mean: 5
= 4.4

Form the above table two, variable one and two with a mean score of 4.3

and 4.2 each confirms the fact that It is through communication that managers

become aware of the need of customers and communication skills improve morale

when office technologist communicates efficiently.

Variable three and four also with a Incan score of 4.3 respectively agreed with the

notion that communication skills build confidence in the office technologist

relationship with others and help in avoiding con fission in the, working

environment when office technologist communicate and listen to his/her boss

effectively.

27
Statement five in the same vain with a mean score of 4.5 concord that good

communication skills change people, organization as well as the entire world.

The researcher affirms with the respondents that all the statements in table two are

the importance of good communication skills as it affects the job performance of

an office technologist with an average mean of 4.4

RESEARCH QUESTION 3:

What are the barriers to good communication skills in an organization as

encountered by Office Technologist?

Table 3

S/N Statements SA A UD D SD ƩFX N _ Remar

5 4 3 2 1 X k
1 Preception barrier: this 31 29 5 2 1 296 68 4. Agreed

28
 situation erupts when the 4
recipient of the message
tends to have some
prejudice on the message
and decides to interpret
only those that are in
agreement with his belief
and values.
2 Emotional barrier mental 28 30 9 1 0 289 68 4. Agreed
disposition is often 3
governing by the ability to
decode a message
perfectly.
3 Language barrier as a 35 26 5 1 1 297 68 4. Agreed
medium of transmitting 4
meaning to different users.
4 physical barrier sometimes 28 29 8 2 1 285 68 4. Agreed
and objects blocks effective 2
communication.
5 Listening barrier words 25 30 10 2 1 280 68 4. Agreed
indispensable though and 2
can sometimes cause a
great deal of trouble.
x 21.5
Source: Field Survey, 2022 Average mean: 5
= 4.3

From the above table three, variable one and two shows that the respondents

agreed to the statements with a mean score of 4.4 and 4.3 each that perception

barrier and emotional barrier are the barriers to good communication

skills in an organization as encountered by office technologist.

Statement three, four and five with a mean score of 4.4, 4.2 and 4.2 respectively

shows that language barrier, physical barrier and listening barrier are

also the barriers to good communi

29
cation skills in an organization as encountered by office technologist.

The researcher agreed with the respondents with an average mean score of

4.3 that all the statements made in table three are the barriers to good

communication skills in an organization as encountered by Office Technologist.

RESEARCH QUESTION 4:

What are the ways to improve good communication skills?

TABLE 4
S/N Statements SA A UD D SD ƩFX N _ Remark
5 4 3 2 1 X
1 Overcoming perception 30 30 6 2 0 290 68 4.3 Agreed

30
 barrier for an office
technologist to get message
past these barriers, office
technologist should provide
evidence to support their
claims and enhance then
credibility.
2 Overcoming emotionally 30 30 6 1 1 291 68 4.3 Agreed
barrier office technologist
should limit their ability to
accept explanations and
solutions offered by others
when in distress.
3 Overcoming language barriers 30 30 5 2 1 290 68 4.3 Agreed
simple language should be use
so as to avoid
misinterpretation of
information.
4 Overcoming physical barrier 25 35 5 1 2 284 68 4.2 Agreed
office technologist should be
surgical in word choice,
choosing the correct words
and stamping out ambiguity in
the only step to making
communication more
effective and avoiding
physical barrier.
5 Overcoming listening barrier 31 30 5 1 1 293 68 4.4 Agreed.
office technologist should pay
attention to the speakers’
statement focus on what the
speaker is saying and avoid
interruption.
x 21.5
Source: Field Survey, 2022 Average mean: 5
= 4.3
From the above table four, variable once and two with a mean score of' 4.3 and 4.3

respectively shows that overcoming perception barrier and overcoming emotional

barrier are the ways to improve good communication skills.

Subsequently, variable three, four and five with a mean score of 4.3, 4.2 and 4.3

respectively also agreed with the statement that overcoming language barrier,

31
overcoming physical barrier and overcoming listening barrier are also the ways to

improve good communication skills.

The researcher finally agreed with the respondents that all the statements in table

four are the ways to improve good communication skills with an average mean

score of 4.3.

4.3 SUMMARY OF FINDINGS

This chapter covered summary of questionnaires distributed and answering of'

research questions. data were presented in tabular form. the data was analyzed

using mean statistical tool and interpretation was provided to each table for clear

understanding. after an intensive research work, the researcher came up with the

following findings: that listening skills, speaking skills, reading skills, writing

skills and body movement /gesture are types of good communication skills

available for the job performance of an office technologist; it is through

communication that managers become aware of the need of customers,

communication skills improve morale when office technologist communicates

efficiently, communication skills build confidence in the office technologist

relationship with others, help in avoiding confusion in the working environment

when office technologist communicate and listen to his/her boss effectively and

change people, organization as well as the entire world.

32
The findings also show that there a-:e some the barriers to good communication

skills in an organization as encountered by office technologist which are;

perception barrier, emotional barrier, language barrier, physical barrier and

listening barrier and finally ways to improve goo communication skills were

suggested which include; overcoming perception barrier. overcoming emotional

barrier, overcoming language barrier, overcoming physical barrier and overcoming

listening barrier

33
 CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 SUMMARY

This research work titled "Impact of Good communication skill on the job

performance of office technologists in Federal Polytechnic, Mubi. The main

objectives of the study were to: To identify the types of good communication skills

available for the job performance of an Office Technologist, determine the

importance of good communication skills as it affects the job performance of an

office technologist, highlight the barriers to good communication skills in an

organization as encountered by Office Technologist and suggest ways to improve

good communication skills.

Literature review was done using secondary sources of data. The sample

population of this study was made up of all the Office Technologists in Federal

Polytechnic, Mubi, totaling, Seventy-One (71). The methodology adopted for the

research work was survey method. This method was appropriate because the

opinions of the respondents were sought to resolve the problem at hand.

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

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

34
of the study. Table were used to present the data in order to enhance the

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

also presented together with well thought-out recommendations.

5.2 CONCLUSION

Base on the findings of the research work, the researcher concluded that

importance of communication skills cannot be over emphasized. Good

communication skills change people, organization as well as the entire world but

despite the importance of good communication skills, it could be seen that there

are some factors that has negatively affected the smooth flow of effective

communication to aid the job performance of Office Technologists.

5.3 RECOMMENDATIONS

Having examined the "11npact of Good communication skill on the job

performance of office technologists in Federal Polytechnic, Mubi" in accordance

with the findings of this research work, the researcher categorically recommended

following: -

1. Office technologist should provide evidence to support their claims and

enhance their credibility.

Office technologist should limit their ability to accept explanations and solutions

offered by others when in distress.

Simple language should be used so as to avoid illicit interpretation of information.

35
 2. Office technologist should be surgical in word choice, choosing the correct

words and stamping out ambiguity is the only step to making communication

more effective and avoiding physical barrier.

Office technologist should pay careful attention to the speakers' statement focus on

what the speaker is saying and avoid interruption.

5.4 AREAS FOR FURTHER STUDIES

This research work did not cover all the areas that are related to "Impact of

Good communication skill on the job performance of office technologist’s in

The Federal Polytechnic, Mubi” to this effect, the researcher suggested that future

researchers could conduct further studies on the following topics:

36
 REFERENCES

Anderson, J. (2004), “Communication at work” (7th Edition) Boston, McGraw

Hill.

Becham, M. (2012) “Relevance of modern technology on secretarial

profession” Ibadan Nigeria, published by thesis.

Betham, S. (2014), “Role of secretary” (1st Edition), Ghana, Ghanaian L. D. M.

Publishers.

Collins, P. (2001), “Office administration and management” (4th Edition),

Ibadan Nigeria, Published by University Press Ltd.

Chester, J. (2006) “Applied Office administrative procedures and business

communication “(2nd Edition), Onitsha Nigeria.

Encarta, L. (2002) “Office management in Nigeria, a center approach

communication” 2nd Edition, Published by University Press Ltd. Ibadan

pages 274-299.

Hornby, A. S. (2002), “Advanced learner’s dictionary of current English” (5th

Edition), University Press Ibadan page 261.

Joseph, C. (2002), “Communication for management”, (2nd Edition), Ikeja

Lagos State Malt House press Ltd.

Merriam, J. (2016), “Communication for business”, (2nd Edition) Published by

Denyer C Britain C. pages 100-122.

37
Michael, G. (2014), “Managing the crisis in data processing Harvard business”

(2nd Edition), Published by Edward Elgar.

Michael, Z. (2012), “Secretarial duties” (10th Edition) India Published by Person

Education Singapore Media.

Peter, E. (2004), “Improving your communication skills” (3rd Edition) New

York Macmillan Publishing Co. Inc.

Robert, H. (2014), The secretary and the challenges of modern information, A

Journal Paper by Integrated Research Association of Nigeria Vol. I page 4

Damaturu, Published by Constellation.

Stevenson, B. (2005), “Office management in Nigeria” (2nd Edition) Owerri

Nigeria Barloz Publishers Inc.

Sixtus, O. (2009), “Office practice for colleges” (2nd Edition) Ibadan, University

Publishing Co. Ltd.

Swindle, L. and Warren, F. (2004), “Business communication.” (2nd Edition),

London page published by kogan Ltd. 188-217.

APPENDIX I
Department of Office Technology and
Management,
Federal Polytechnic Mubi, P.M.B 35
Mubi
Adamawa State.

38
…………………………… 22nd November, 2022
………………………….
……………………………..

Dear Sir/Madam,

VALIDATION OF QUESTIONNAIRE
I am a National Diploma Il (ND II) final year student of the above mentioned department

Office Technology and Management writing a research work on the topic “Impact of

Good Communication Skill on Job Performance of Office Technology 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.

Yours Faithfully,

(Signed)

Obidah Augustine
SCT/OTM/ND/20/036)
(Researcher)

PURPOSE/ OBJECTIVES OF THE STUDY

The main purpose of the study is on “impact of good communication skills on job
performance of an office technologist in Federal Polytechnic Mubi” specific objectives
are:

39
1. To identify the types of good communication skills available for the job performance

of an Office Technologist.

2. To determine the importance of good communication skills as it affects the job

performance of an office technologist

3. To highlight the barriers to good communication skills in an organization as

encountered by office technologist

4. Suggest ways to improve good communication skills.

APPENDIX II
Department of Office Technology and
Management,
Federal Polytechnic Mubi, P.M.B 35
Mubi

40
 Adamawa State.
………………………….
………………………… 22nd November, 2022.
…………………………

Dear respondent,

FILLING OF THE QUESTIONNAIRE

I am a National Diploma Il (ND Il) final year student of the above institution, writing a

project on the topic " Impact of Good Communication Skill on the job Performance

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.

Thanks in anticipation for your usual cooperation.

Yours Faithfully,

(Signed)

Obidah Augustine
SCT/OTM/ND/20/036
(Researcher)

RESEARCH ON: " IMPACT OF GOOD COMMUNICATION SKILL ON THE

JOB PERFORMANCE OF OFFICE TECHNOLOGISTS IN FEDERAL
POLYTECHNIC, MUBI.”
SECTION A: Demographic data (personal information)
41
Name of organization……………………………………..

Rank/position………………………………………………

Educational qualification…………………………………...

Years of working experience……………………………….

SECTION B
Please tick (√) appropriately the response that best agrees with your understanding of the
question/statement posed, the key to the response category is shown below:
s/no Response/variable Codes Assigned values
1 Strongly agreed SA 5
2 Agreed A 4
3 Undecided UD 3
4 Disagreed D 2
5 Strongly disagreed SD 1

RESEARCH QUESTION ONE: what are the types good communication skills available
for the job performance of an office technologist?
S/N ITEMS SA A UD D SD
1 Listening skill is receptive language skill which enhance
communication between office technologist, and
colleagues, boss and customers
42
 2 Speaking skill is a communication still used by office
technologist to express ideas and know others peoples’
idea as well
3 Reading skill is a communication skill that helps office
technologist to read, decode and interpret information
4 Writing skill provide office technologist with a physical
evidence of achievement and can measure improvement.
5 Body movement/gesture is a type of communication skill
where office technologist communicates without
speaking, simply with the help of hand and body
movement, facial expression and so on.

RESEARCH QUESTION TWO: what are the importance of good communication skills
to office technologist?
S/N ITEMS SA A UD D SD
1 It is through communication that managers become
aware of the need of customer
2 Communication skills improve morale when office
technologist communicates efficiently; they meet the
needs of others which in turn improve the morale of
others.
3 Communication skills build confidence in the office
technologist relationship with others.
4 Communication skills help in avoiding confusion in the
working environment when office technologist
communicate and listen to his/her boss effectively.
5 Good communication skills change people, organization
as well as the entire world.

RESEARCH QUESTION THREE: what are the barriers to good communication skills in
organization?
S/N Statements SA A UD D SD
1 Perception barrier: this situation erupts when the recipient

43
 of the message tends to have some prejudice on the
message and decides to interpret the only on those that are
in agreement with his belief and values.
2 Emotional barrier: mental disposition is often govern by
the ability to decode a message perfectly .
3 Language barrier: as a medium of transmitting message
tend to present different meaning to different users.
4 Physical barrier sometimes and objects blocks effective
communication.
5 Listening barrier: words are indispensable tool and can
sometimes cause a great deal of trouble.

RESEARCH QUESTION FOUR: what are the ways of overcoming the identified
problems?
S/N ITEMS SA A UD D SD
1 Overcoming perception barrier: for an office
technologist to get messages pass these barrier, office
technologist should provide evidence to support their
claims and enhance their credibility.
2 Overcoming emotional barrier: office technologist
should limit their ability to accept explanations and
solutions offered by others when in distress.
3 Overcoming language barrier: simple language should
be use so as to avoid misinterpretation of information
4 Overcoming physical barrier: office technologist should
be surgical in word choice, choosing the correct words
and stamping out ambiguity is the only step to making
communication more effective and avoiding physical
barrier.
5 Overcoming listening barrier: office technologist should
pay careful attention to the speakers’ statement focus on
what the speaker is saying and avoid interruption.

44