Abstract

Research concerning communication is very important especially to an organization since without effectively transferring information from management to workers can lead to poor performance. The paper seeks to know „the role of communication in enhancing workers‟ performance in the health sector in the Buea Municipality to be precise at Mt. Mary Hospital‟ on how the organization make use of different communication mediums and techniques to improve workers’ performance and also to if there is a relationship between communication and workers’ performance. The study makes use of survey design (quantitative design) with the use of questionnaire. In all 35 questionnaires were administered on a face-to-face and self-administered basis to workers at Mt. Mary Hospital, Buea. The findings revealed that 80% of the respondents affirm that there is a relationship between communication and workers’ performance while 20% refute. The 80% of response rate shows that communication has a positive impact on workers’ performance. Again, the findings show that though the communication process helps improve workers’ performance, there are still some setbacks. This is shown as the respondents expressed a fair view of 60% in the rating of their communication process. This is followed by 28.6% average rating of the communication process coupled with 2.9% respondents who attest that the system process is low. However, a small proportion of 8.5% rates the communication process highly effective in improving the performance of workers.  To achieve any organizational goal, the use of effective and well-structured communication system must be put in place. This will improve on the productivity in the organization.

CHAPTER ONE

INTRODUCTION

1.0 Background to The Study

Communication is the backbone of our day-to-day interaction with one another in the organization, community, nation and the world at large. According to Chidiebere. S, Ngozi & Ifeoma (2015), communication is a means to induce change. It is part of any organizational growth and there is a call for mutual understanding between the management and workers in order to boost their performance as a result of the communication chain or process. As Banihashemi (2011) pointed out, “communication as a medium, is 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 whether verbally or non-verbally.” (p.15).   According to (Mckinney, Barker, Smith& Davis, 2004) as cited by Chidiebere. S et al, (2015), communication is essentially for effective performance and it’s like blood that flows in the human body. Therefore, any organization that understands the importance of communication uses it to effect positive change in their organization to ensure effective coordination of all resources especially material and human for advancement and attainment of organizational objectives.

Also, communication is a critical factor in directing and mobilizing the workforce towards the accomplishment of the organizational goals and objectives (Stephen, 2011). Communication is an important component in organizational growth and has great effect on the performance of workers in the Health Sector in Cameroon particularly workers of Mount Mary Hospital in the Buea Municipality of the South West Region.  As Owen Arthur, a Barbadian longest serving Prime Minister (1994 to 2008) quotes, “for he who has health has hope, he who has hope has everything. Good health can be achieved only when what is needed is communicated rightly”. Thus, the role of communication in the health sector cannot be under estimated.

On the other hand, workers’ performance is regarded as how well an employee is able to dispatch his/her duties to the specified organization (Femi, 2014). Putting in place a clear and concise communication performance standards and expectations, ensure a circular flow of information, conduct appraisals makes you attain the best results through managing worker’s performance.

Notably, the relevance of communication keeps advancing and the need to become visible in the world has forced many organization to embrace new methods and technology to effect organizational change and increase workers performance. Many issues alter communication ranging from different gender, role of silence, inference of the government and organizational policy. Mt. Mary Hospital as one of such organizations, seeks to also explore the advancement of communication, but on strong communication policy to enhance workers’ performance to attain its objectives. This would stand as a mile stone and emphasize on innovation and effective use of communication mediums or channels (face-to-face communication, E-mail and voicemail, employee hand book, notice board, mass meetings, public lectures, communiqués, letters, memos, bulletins and the latest of all WhatsApp), to bring about high performance rate. Therefore, with any break in the communication channel, severe adverse effect might occur which will affect workers’ performance and overall organizational objectives. Productivity of workers can be attained not just by receiving messages, but the need for feedback and mutual understanding between the management and workers.

Furthermore, with the knowledge that poor communication retard career advancement, it becomes necessary for the management of Mt. Mary Hospital to determine the best communication “channel” in transmitting information to the staff and public for effective positive feedback. To this, with the many barriers to communication such as information overload, personal bias, filtering, language, selective perception and communication apprehension, management must address these barriers for effective results.

Consequently, this research is aimed at examining the role of transmitting information to enhance the performance of workers at Mt. Mary Hospital. With the notion that effective communication brings about high performance, the tomorrow of Mt. Mary Hospital as leading hospital lies in effecting the relationship between management-workers, workers-management, workers-workers. Although Mt. Mary is a mission hospital, this study is applicable to government hospitals as well, especially in the Buea Municipality.

 

1.2. Statement of The Problem

Organizational failures greatly result from poor communication within and without the organization. In spite of the significant role of communication, workers performance can be greatly enhanced with a free-flow feedback communication channel or system which will enable management make sustainable decision for the well-being of the workers and the hospital. However, the constant delay in getting information by workers and sending feedback to management could limit their performance and efficiency. This could create laxity and poor administration in relation to their duties and responsibility. Thus, creating a negative image of the hospital in the eye of the public. The above mentioned problems have set a pave to guide the study thereby, enhance the quality of communication at Mt. Mary Hospital.

 

1.3. Research Questions

1. Is there a relationship between communication and workers’ performance at Mt. Mary Hospital, Buea?
2. How effective has the communication techniques enhanced workers’ performance at Mt. Mary Hospital, Buea?

 

1.4 Objectives of The Study

1.5.1 General Objective

The main objective of this study is to examine the role of communication in workers’ performance at Mt. Mary Hospital, Buea- South West Region-Cameroon.

1.5.2. Specific Objectives

Then specific objectives include;

1. To determine the impact of communication and workers’ performance.
2. To examine the techniques of communication that influence workers’ productivity.
3. To know the level and communication structure of Mt. Mary Hospital and ascertain
4. whether communication gap affects administrative procedure.
5. To determine the extent to which communication can affect workers’ commitment

 

1.6 Hypotheses

H1-There is a significant relationship between communication and workers’ performance at Mt. Mary Hospital, Buea.

H2-There is a relationship between workers’ commitment and productivity and communication techniques at Mt. Mary Hospital, Buea