Research purpose. This paper aims at identifying and evaluating the means of communication used and the perceived barriers from employees of the banking system in Albania. The following research questions were formulated: (a) What are the means of communication used in vertical and horizontal communications? (b) Which mean is preferred and valued as the most effective? (c) Which are the barriers that hinder the effective communication flow in these organizations?
Design/Methodology/Approach. A structured questionnaire was addressed to 120 employees of 3 different commercial banks in Tirana, Albania, out of which 100 fully answered questionnaires were received. The questionnaire is divided into three main parts, each of which has two subcategories, and the valuation used for each question is according to the Likert scale from 1 (very few) to 5 (a lot).
Findings. E-mail is the most used communication tool vertically, whereas phone and e-mail are added at the horizontal one. Employee preferences are mostly for e-mail and face-to-face communication vertically and phone and e-mail horizontally. Time pressure and overload of information are perceived as main barriers vertically, whereas distractions are mentioned as biggest hindrance horizontally.
Originality/Value/Practical implications. We suggest that the managers of organizations in the banking sector should properly consider these two communication tools and create suitable conditions for their use. The employees themselves use more of those tools as, according to their perception during communication with colleagues, those tools improve their effectiveness. Other similar studies might be conducted in different types of organizations to point out similarities and contrasts with banking sector.
If the inline PDF is not rendering correctly, you can download the PDF file here.
Argenti P. (2007). Strategic Corporate Communication; New Delhi Tata. McGraw – Hill Publishing Co. Ltd
Argenti P. (2009). Corporate Communication. McGraw Hill International edition.
Bottazzo V. (2005). Intranet: A Medium of Internal Communication and Training. Information Services & Use (25).
Donaldson A. & Eyre K. (2000). Using Visual Communication To Drive Change. Strategic Communication Management 4 (1) 32-35.
Ellen Eun Kyoo Kim (2004): The Impact of Language Barrier and Cultural Differences on Restaurant Experiences: A Grounded Theory Approach The School of Hospitality Management -The Pennsylvania State University p.2
Gennard J. and Judge G. (2005) Employee Relations (4th edition) London Chartered Institute of Personnel and Development. McGraw-Hill & Irwin a business unit of The McGraw-Hill Companies. New York
Hargie O. Dickson D. & Tourish D. (2004). Communication Skills for Effective Management. Hampshire: Palgrave MacMillan.
Hargie O. & Tourish D. (2004). How are we doing? Measuring and monitoring organizational communication. In D. Tourish & O. Hargie (Eds.) Key Issues in Organizational Communication. London: Routledge.
Holtz S. (2004). Corporate Conversations. a guide to crafting effective and appropriate internal communications New York: AMACOM.
Kalla H. (2006). Integrated Internal Communications in the Multicultural Corporation. Published by Helsinki School of Economics Helsinki Finland.
Kalla H. (2005). Integrated internal communications: a multidisciplinary perspective Corp. Communication. Int. J.
Myers D.G (2012) Exploring Social Psychology. 6th edition 2012. New York: McGraw-Hill.
O'Kane P. Hargie O. & Tourish D. (2004). Communication Without Frontiers: The Impact of Technology Upon Organizations. In O. Hargie & D. Tourish (Eds.) Key Issues in Organizational Communication. London: Routledge.
Quirke B. (2000). Making the Connections: Using Internal Communications to Turn Strategy into Action. Gower Publishing Limited
Salmon S. & Joiner T. (2005). Toward an Understanding Communication Channel Preferences for the Receipt of Management Information. The Journal of American Academy of Business 7 (2) 56-62.
Shaw K. (2004). Revealing the Fault Lines in Communication Measurement. Strategic Communication Management 8 (5) 20-23.
Sheer V. & Chen L. (2004). Improving Media Richness Theory: A Study of Interaction Goals Message Valence and Task Complexity in Manager-Subordinate Communication. Management Communication Quarterly
Silburyte L. (2004). Internal Communication in Organizations Undergoing Change. Management of Organizations: Systematic Research (29) 189-200.
Smith C. (2015). The Seven Barriers of Communication. Available from internet: http://guides.co/guide/the-seven-barriers-of-communication/
Smith L. (2008). Effective Internal Communication. 2nd edition. Kogan Page limited. London.
Thomas G. King C. Baroni B. Cook L. Keitelman M. Miller S. & Wardle A. (2006).
Reconceptualizing E-Mail Overload. Journal of Business and Technical Communication 20 (3) 252-287
Vinten G. (1999). Corporate Communications in Small - and Medium - Sized Enterprises. Industrial and Commercial Training 31 (3) 112-119.
Zaineb A. (2010). Barriers to Effective Communication in an Organization and Overcoming it. Retrieved from https://www.researchgate.net/publication/323794732_Barriers_to_Effective_Communication