| dc.description.abstract | The study was carried out to assess effective communication and organizational
performance at NHIF headquarters, Nairobi. The main objectives of the study were: to
investigate how communication is carried out at NHIF; to determine the
communication needs of the NHIF employees; to find out the challenges faced by
employees of NHIF during the communication process and to establish what can be
done to improve the employees and management communication.
The research design used was descriptive survey. The target population was managers
and other workers (subordinate staff) ofNHIF headquarters, Nairobi. The sample size
consisted of 8 managers and 32 other employees (subordinate staff). To select the
managers of different departments, purposive sampling was used so that there was a
department head in each section of the organization. To select the other employees
(subordinate staff), random sampling was used.
..
The researcher gathered data using two questionnaires, one for the managers and the
other for other employees. Questionnaires were self-administered by the researcher
through individual visits to the respondents. The instruments were validated using the
results of the pilot study. The data collected was analysed using descriptive statistics
such as frequencies and percentages and the Statistical Package for Social Sciences
(SPSS).
The research findings revealed that the main cannels of communication at NHIF were
letters and memos. Thus, communication becomes more mechanjstic and impersonal
and hinders social interaction which is a vital ingredient of effective communication.
The other mentioned means of communication were telephone/e-mail, notice boards
conferences, face to face conferences and committees. Most of the employees were
not aware of the communication policy which majority of the managers felt that it
fitted into the NHIF objectives.
The study also revealed that the organization tried to ensure that the employees
receive clear, accurate and prompt information of what is expected of them. Most
subordinate respondents reported that the employees were not given an opportunity to
voice their suggestions and fears due to fear of losing their jobs. The organization did
not also implement the views and opinion the employees, only the views and opinion
of the top management staff could be implemented.
The study revealed that bureaucracy of NHIF; poor interpersonal relations between
management and employees and among the employees themselves, top-down
communication, leadership styles and inappropriate channels of communication were
the main challenges to effective communication at NHIF.
Lastly, research found out that there was need for employees' access to information
on the computers via the e-mail; need for follow-up programmes to ensure proper
channels are followed; need for timely and accurate feedback which would in turn
lead to a smooth supply of information to the employees, holding regular meetings
and need to implement the voiced concerns of the employees.
The study also recommended the following to be done by NHIF:
1 Amend its communication policy on a continuous basis;
2 Apply training and carry out impact assessment to ensure communication
takes place;
3 Reward and motivate workers to undertake training in communication skills;
4 Ensure follow up programmes are in place.
5 Carry out frequent communication needs analysis
6 Encourage team work so that the employees can work towards improving - their relationship with each other and with the managersent. Once relations
are improved, it will be possible to \Wrk as a team and improve
organizational performance.
The study had the following suggestions for further study:
1 The study was limited to NHIF headquarter in Nairobi. A similar research can
be carried out in other branches to elicit more accurate national outlook of the
effective communication and organizational performance.
2 A study can also be done to check whether improved communication at NHIF
form a basis for career development.
3 Since this study was based on internal point of view of effective
communication, there is room for more research in broader terms that will
include external communities such as customers, suppliers and other general
public.
4 A comparative study could also be undertaken to establish the extent to which
effective communication affects organizational performance in other
organizations and institutions.
5 A study can also be carried out to investigate whether the management style
and employee attitude affects effective communication at NHIF | en |
