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COMMUNICATION WITHIN THE BUSINESS AND WORKPLACE A Case Study of Ultimate Technology Company Juba South Sudan

By                                                     Ezra Baya John M.

Submitted in Partial Fulfillment of the Requirements for the award of Best in Faculty of Business Administration department of Finance and Accounting

July 2015.

DECLARATION I Ezra Baya John Manase, declare that, dissertation is my own and has never been produced by anybody else for any award in any institution and that material, which are, not mine have been fully acknowledged.

Signature…………Ezra Baya John Manase……………………………………….Date30/7/2015…

Ezra Baya John Manase

APPROVAL

This is to certify that this dissertation by Ezra Baya John Manase on ‘’Communication within Business and workplace in South Sudan’’ has been done under my supervision and is now submitted for examination with my approval.

Signature…  KuotKerubinoChuor…………………………………….Date…………30/7/2015………………………………………….

Mr. KuotKerubinoChuor Supervisor

DEDICATION

This dissertation is dedicated to my Lovely friends and family as well for having recognized the value of my education from the very start and has devoted a lot of their efforts to see that I get to the top.

I also decided it to my brothers Christopher John and Gift whose presence encouraged me to accomplish my dream.

ACKNOWLEDGMENTS

Trusts in the Lord with all you heart and lean not on your own understanding; in all your ways acknowledge Him, and He will direct your paths. (Proverbs 3:5-6)

I would like to thank my heavenly father for giving me the strength to complete my research paper. When I felt like given up he encamped wonderful people around me to whisper in my ears, "You can do it!" I would like to thank my lovely Father and Mother for their support. I would like to thank my best friends, Khamis William and Justin for inspiring me to continue. I'm proud of the both of you. I would like to thank my co-workers for listening and participating in the survey. Also, to my wonderful research advisor, I would like to thank you for the many faxes and most of all understanding. I appreciated everything!! Thank you!

TABLE OF CONTENTS

Declaration........................................................................................................................................ i Approval........................................................................................................................................... ii Dedication ...................................................................................................................................... iii Acknowledgement....................................................................................................................... iv Table of contents.............................................................................................................................v List of Tables…………………………………………………………………………………..……..…. vii ABSTRACT ......................................................................................................................................viii Chapter one ....................................................................................................................................1 1.1 Background of the study ....................................................................................................2 1.2 Statement of the problem ................................................................................................2 1.3 Objectives of the study ................................................................................................…..2 1.3.1 General objectives……………………………………………………………………………2 1.3.2 Specific objectives………………………………………………………………….…………2 1.4 Research questions……………………………………………………………….……………2 1.5 Scope of the study………………………………………………………………………………3 1.5.1 Geographical Scope …………………………………………………….…………..………3 1.5.2 Content scope………………………………………………………………………….………3 1.5.3 Time scope……………………………………………………………………...………………3 1.6 Significance of the study ……………………………………………………………………3 1.7 Conceptual Framework…………………………………………………………..…………5 Chapter two Literature Review ..........................................................................................6 Chapter three Methodology of Procedures................................................................. 10 3.1 Research Design ................................................................................................................10 3.2 Population .......................................................................................................………..……10 3.3 Sampling procedure .....................................................................................…………….11 3.4.1 Data Collecting and Recording ..........................................................................…..11 3.4.2. Limitation of Study ............................................................................................….…12

Chapter four: Analysis Findings ......................................................................................13 Chapter Five: Summary, Conclusions and Recommendations……………..…21 5.0 Introduction……………………………………………………………………………….……21 5.1 Summary of the study………………………………………………………………………21 5.2 Conclusions ..................................................................................................................... 22 5.3 Recommendations .........................................................................................................23 5.4 Areas for Further research………………………………………………………….…2

REFERENCES. ..................................................................................................................25 Appendix. ..........................................................................................................................26 Appendix ii …………………………………………………………………………...………..30

LIST OF TABLES Table 3.2 the distribution population table showing category respondents of the study….10 Table 4.1 Demographic …………………………………………………………………………..…………………….14 TABLE 4.2 an internal communication gap between supervisors and the employees….……16 TABLE 4.3 the subject's perception of immediate supervisor level of communication…...…17 Table. 4.5 ………………………………..………………………………………………………19

ABSTRACT This research on Communication within business and workplace Conducted in ultimate Technologies Company in South Sudan. The research involved respondents, 15 in engineering department, 10 in department of IT, and 3 in management department. The research was guided by research objectives, which included, discover whether or not there is an internal communication gap between supervisors and employees service representatives and/or unit leaders within the call center determine the subject's perception of immediate supervisor level of communication, identify the ways in which employees usually receive most of their information. On discovering whether or not there is an internal communication gap between supervisors level of communication, on the table 4.2 figure 1 the result revealed that there might be an issue with trust within Group B. Keeps us fully informed, keeps us fairly well  inform, Keeps us adequately informed, Gives us only a limited amount of information, Doesn't tell us much at all about what is going on, Unable to determine Correct answer. Subject’s perception of immediate supervisor level of communication is through; Can usually believe It, can believe it about Half the time, usually can't believe it, it further revealed that The majority of participants in Table 4.3 figure 2 across the board strongly agreed that they had the Information needed to do their job. Ways in which employees usually receive most of their information Table 4.5 figure 3 which shows that the way which employees received their information is through Company newsletter that means the majority of the company employees write and read the information given .as shown by 15% in the table 4.5 others responses through which information of the company is received included; The grapevine, Bulletin Board, Company Newsletter, My supervisor, Unit leader, Group meetings, Company programs. On Identify the ways in which employees usually receive most of their information.

The recommendation was that the supervisors should following the channel of communication techniques that can be used by any leader to increase the level of internal communication in the company and therefore the level of the company's efficiency (According to Fishman, 2000). Listening should be the most way to hear what others say and be able to interpret it correctly. One way of doing this is to ask questions that will show the understanding level of those with whom you are speaking. If you are addressing a group meeting, allow time at the end of the meeting for questions. Share information with employees whenever possible should be prioritized in communication channels. One of the most sensitive areas in management involves how much company information should be shared with employees. Many feel that information should be given on a need-to-know basis. Their reason is that information given loosely can result in company secrets getting out to the competitors. Supervisors can also share information with the employees through weekly and/or biweekly meetings. The supervisor should include in their meetings any information that is bringing about a change within the organization. If employees and/or unit leader have questions about other personnel issues the supervisor should direct the employees service representatives to the correct source that can give them an answer.

CHAPTER I INTRODUCTION

1.1 Background of study Communication is the glue that holds a society together. The ability to communicate enables people to form and maintain personal relationships. And the quality of such relationships depends on the caliber of communication between the parties (According to Brennan, 1974). Communication is the process of sharing ideas, information, and messages with others in a particular time and place. Communication includes writing and talking, as well as nonverbal communication (such as facial expressions, body language, or gestures), visual communication (the use of images or pictures, such as painting, photography, video or film) and electronic communication (telephone calls, electronic mail, cable television, or satellite broadcasts). Communication is a vital part of personal life and is also important in business, education, and any other situations where people encounter each other (according to Encarta, 1998). Over the past three years, the researcher had the opportunity to work within an organization in which communication is vital to its employees as well as to the customers with whom the organization serve. The researcher spent time working within the customer service department and had overheard numerous conversations regarding the lack of communication between the supervisors and its employees service representatives ‘and/or unit leaders. With this in mind, a study was completed within the organization to determine if there was an internal communication gap that existed between the parties. When there is an internal communication gap within an organization there is usually a breakdown in the way information is been sent from the sender to the receiver. This is precedent in organizations that have a top down hierarchy. In this type of hierarchy it can be difficult for bottom level employees to obtain information regarding changes within the organization.

1.2 Statement of the problem Communication is very important in every aspect of our lives. In order for any relationship to work properly, we have to learn to communicate effectively with each other. According to Brennan who wrote The Conscious Communicator in 1974, the importance of communication hasn't changed firm. And therefore South Sudan has not been exceptional due to prolong civil war, which eventually resulted to negative challenges of communication within the business and the workplace in South Sudan. The fact still remains that in order for any business whether entrepreneur, partnerships or corporate offices to succeed, we have to communicate with someone to voice our ideas and/or concerns. It is therefore, upon this concern, which this study intends to investigate in order to look the communication within the business and workplace in Ultimate technology Company in South Sudan.

1.3 Objectives of this study were: 1.3.1 General Objectives The purpose of this study is to find out whether or not there's an internal communication gap that exist between the employees service representatives and unit leaders and the supervisors. 1.3.2 Specific objectives 1) To discover whether or not there is an internal communication gap between supervisors and the employees within the call center. 2) To determine the subject's perception of immediate supervisor level of communication. 3) To identify the ways in which employees usually receive most of their information. 1.4 Research questions 1.	Is there an internal communication gap between supervisors and the employees within the call center? 2.	What is the subject's perception of immediate supervisor level of communication? 3.	What are the ways in which employees usually receive most of their information?

1.5 Scope of the Study 1.5.1 Geography scope The study was carried out in Ultimate technologies Company in South Sudan Juba. Is one of the communications Company license to operate in South Sudan by South Sudan telecommunication Company. 1.5.2 Content scope This research was on the Communication within business and workplace in South Sudan in telecommunication Companies. 1.5.3 Time Scope The study took three months starting from May to July 2015, which was enough to complete and make most of corrections for final report. 1.6 SIGNIFICANT OF THE STUDY 1.7Students/Academician The study is significance to the students or academician which to undertake the similar study through literature survey to identify the gaps of the previous study in order to focus on his or her current study for better research of business studies and social sciences study. 1.8 Government Government’s body at large in the government of South Sudan and Central Equatoria State may equally benefit in the study through searching for the recommendations in the findings to the problems of the communication within business and work place, because it may provide reliable communication process within business and workplace literature. 1.9 Business Community We live in a world filled with other people. We live together, work together, and play together. In our personal lives, we need each other for security, comfort, friendship, and love. In our working environment, we need each other in order to achieve our goals and objectives. None of these goals can be achieved without communication. The business community may benefit by looking at the recommendations of the study and the findings of this research so as to acquaint themselves with how communication should take place among them.

10.0.1 Conceptual framework Independent variable            Dependent Variable Source: Researcher’s Conceptualization

CHAPTER TWO

REVIEW OF LITERATURE 2.0 Introduction In this chapter we looked at through the earlier research documents of different researchers; literature with an aim of identifying problem of concern eventual number of duplication of early research work is done. Apart from going through other related work. It will also involve critically going services of materials that related with the research topic. In every society, humans have developed spoken and written language as a means of sharing messages and meanings. The most common form of daily communication is interpersonal- that is, face-to-face, at the same time and in the same place (according to Encarta, 2005). Communication barriers can pop-up at every stage of the communication process (which consists of sender, message, channel, receiver, feedback and context) and have the potential to create misunderstanding and confusion. To be an effective communicator and to get your point across without misunderstanding and confusion, your goal should be to lessen the frequency of these barriers at each stage of this process with clear, concise, accurate, well planned communications (according to Fowler & Manktelow, 2005). Communication, the heart of business, is the most important of all entrepreneurial skills. The destiny of the business depends on the quality of your relationships. Your ability to transmit information helps both clients and employees feel they can communicate with and ultimately trust you (according to Black Enterprise, Charles, 1998, pg. 116). Internal communication is more important today than in previous years partly because the business and market conditions are more complex. There is a lot of information in the marketplace and it's crucial that employees understand it. The development of a strategic internal communication strategy and its implementation can provide a number of benefits to organizations, such as keeping employees motivated and engaged, and sharing clear, consistent messages with employees in a timely manner (according to Black Enterprise, Clemons, pg. 46). Internal communications do not need to be extensive to be useful. The important factor appears to be a continuous flow of information, even if all the answers are not in yet-simply report progress. Think of your employees as public speakers for the business, because they are. Whether they are talking with customers or their neighbor at home, they are conveying a picture of the company and how it is doing. The more they are informed, the better they can represent the company in the broader community.. (According to Phelps, 2000). Personal relationship is what organizations are all about -or should be. An organization, whatever its size, mission, or motive is merely a collection of people assembled to pursue a common objective. An organization functions through its people, who in turn function through communication (according to Brennan, 1974). Employees have their own sources, their own information system, separate from the management channels. These usually carry the news ahead of communications from management. Not that the employee network is flawless. That system transmits information indiscriminately. Fragments. Rumors. Gossip. It may not always operate in the best interests of the organization, but it does provide a checkpoint when management fantasies are disguised as information. Furthermore, it enables employees to participate in the communication process, and it fills their need for information, which at least seems to come from a credible source: another employee (according to Brennan, 1974). Employees, like all people, require outlets for their thoughts and feelings. And they find them. So don't arbitrarily assume that the relative absence of employee complaints is a positive sign. Employees may be expressing themselves through other Channels: meetings with fellow employees, union representatives, and government agents; or through passive-aggressive behavior such as work slowdowns, carelessness, tardiness, absenteeism, and apathy. These can be symptoms that employees feel other means of participation are unavailable to them (according Brennan, 1974). The skill of listening becomes extremely important when we talk about "upward communication." There are many avenues through which management can send messages downward through a business organization, but there are few avenues for movement of information in the upward direction (according to Nichols & Stevens, 1999). Skilled communicators are able to build rapport with coworkers and business associates, which can help move projects along more efficiently. They know whose expertise to tap when thy need assistance and are adept at resolving conflicts and building consensus among team members (according to USA Today, 2002). One's effectiveness in employing the attributes of leadership and the strengths of a company is enhanced by one's aptitude for communication. When leaders and managers are better understood and appreciated, they are followed and supported (according to Daedalus, 1 996). Many popular theories on workplace communication focus on the differences between men and women, suggesting that the sexual divide causes communication to break down. Women are seen as being more empathetic and oblique than men. Other variables that cause people to mix their messages include differences in age, culture, and socioeconomic background. Some tips to help managers bridge any communication gap were (According to Fortune 1994): 1) Listen actively for the subtext of people's words. 2) Persuade rather than command. 3) Target your words to your audience. 4) React to content, not to people's manner of expressing themselves. 5) Let people know that criticism is welcome. 6) Make your intentions clear before acting. 7) Assume that people take responsibility for what they say. Unclear communication not only results in errors and missed deadlines, but also lies at the root of many other serious workplace issues, such as low employee morale and poor job performance. Managers should invest the necessary time to ensure that project goals and instructions are free of ambiguity and foster an environment that encourages the open exchange of ideas (according to USA TODAY, 1999). By successfully getting your message across, you convey your thoughts and ideas effectively. When not successful, the thoughts and ideas that you convey do not necessarily reflect your own, causing a communications breakdown and creating roadblocks that stand in the way of your goals-both personally and professionally (According to Fowler & Mankelow, 2005). Getting your message across is paramount to progressing. To do this, you must understand what your message is, what audience you are sending it to and how it will be perceived. You must also weigh-in the circumstances surrounding your communications, such as situational and cultural context (according to Fowler & Mankelow, 2005). Consistent inattention to communication, its functions and malfunctions, hampers the efficiency and profitability of our organizations and stifles the development of those who inhabit them. As long as we ignore, rationalize, or deny our failures as communicators, for that long will we shrink from responsibility rather than grow toward our intellectual, emotional and contributive potential. (According to Breman, 1974). In the workplace, supervisors and their employees have opportunities to develop none threatening, mutually rewarding relationships. These can be quite conducive to individual and corporate health. They are akin to what in our personal life we call meaningful relationships. Supervisors who attain such relationships with employees are said to practice “positive human relations." True. But it's done through communication.(According to Brennan, 1974).

CHAPTER THREE

METHODOLOGY 3.0Introduction This chapter included the methodology. It entailed research design, geographical location and population sampling design, data collection methods and instruments, data analysis and processing and limitation. 3.1 Research Design A quantitative research methodology was used for the research to determine if there was a communication gap within the organization. A multiple-choice single answered survey was distributed to the customer service representatives. A survey can be a powerful tool to improve communication between different parts of an organization. Surveys are especially useful for establishing upward communication links from lower-level employees to management (according to Edwards, Thomas, Rosenfeld, Booth-Kewley, 1997). 3.1	 Geographical location and the research Population of the study The study was carried out in Ultimate Technology Company in South Sudan, Juba, and the population was of 30 staff in it. It’s one of the companies licensed to operate in South Sudan by the ministry telecommunication and postal service. Table 3.2 the distribution population table showing category respondents of the study. Category of employees	Sampling size	Percentage	Sampling procedure Engineering department 15	10	9%	Random IT 1O 	5	2%	Random Managers 3	2	6%	Purposive

The above shows the criteria for selection of the respondents’ solvers’ formula. N= n/1+N (0.05) 2=19 N-sample size N-total population 0.05 is margin of error. The survey was distributed to various employees that are within Building B. The participant's involved included males and females with 6 weeks to 2 years of experience within the department. A total of 17 questionnaires’ were distributed to the Ultimate Technology Company. A total of 10 questionnaires were completed. The participants were informed per instructions on the questionnaires and through face-to-face conversation that their participation was voluntary and the answers in which they chose would remain confidential, with the exception of the final results from all the participants. 3.3 Sampling procedure The research was conducted within organization Ultimate Technology Company, located in Hai Kuwait. The company population was 30 staff, which included category of employees; Engineer department 15 and IT department 10, Managing director/deputies 3 and supporting staff2. Supporting staff, IT, engineering were selected using random sampling procedure because this procedure was easy to select the members to participate as respondents while department of managers were selected using purposive sampling procedure because managers have rich information regarding the company as whole. 3.4 DATA COLLECTING AND RECORDING The researcher requested that the participants return the questionnaires via face-to-face.10 percent of the questionnaires were completed. No one chose to indicate "NOT applicable” at the top of the questionnaires. The questionnaires that were received were turned over and placed in a binder; periodically the questionnaires were shuffled to maintain the confidentiality of the participants. The questionnaires were given a number, than divided into the number of years in which the participants had been employed within the organization. A Microsoft program, Excel was used to determine the percentage rate of each answer given by the participants.

3.5 Primary Data Primary data were collected using questionnaire techniques; random sampling procedure was used in five Ultimate technologies Company at Kumait area in Munuki about the use of Communication within business and workplace. Also conducting short visit to different room A and B at the building made an observation. 3.6 Secondary data Secondary data were useful for bridging the gap in this study, gaps not covered by the primary data. Secondary data were obtained from textbooks research work Internet. 3.7 Ethical Procedure Before going to the field, the researcher began with getting authorization letter from the department of Business administration then takes it to the respondents and this enable the researcher attain adequate information from the respondents. During the process of data collection, confirmation was given to the respondents in that the researcher assured the respondents that the reason for the research was for the academic purpose only. 3.8. LIMITATIONS OF THE STUDY The limitations of this study were that the researcher could not distribute the surveys to 30 employees. Some of the employees are on the telephone for one hours a day and have to meet their mandatory set goals. Because of this some employees could not complete the survey. Also, because the participants work in an office setting there are usually numerous documents on their desk. The survey was printed on white paper, therefore causing the survey to blend in with the other documentation. Other employees were not available to complete the survey due to absenteeism (vacation, personal time, sick, etc.) and/or assisting another department on the day the surveys were distributed.

CHAPTER FOUR Presentation, ANALYSIS AND DISCUSSION OF FINDINGS

4.0 Introduction The data was collected using both quantitative and qualitative methods, which was then analyzed and processed to make it useful and understandable. Data was collected, tabulated and then analyzed. The present studies were designed to determine whether or not there were an internal communication gap that existed between the employees and the supervisors. The three objectives of this study was to: 1) Discover whether or not there was an internal communication gap between supervisors and the employees within the call center. 2) Determine the subject's perception of their immediate supervisor’s level of communication. 3) Identify the ways in which employees usually receive most of their information. Questionnaires were hand delivered to various employees who had been employed within organization Ultimate Technology for less than six months. A total of 10 questionnaires were completed and returned to the researcher. The employees responded to questions regarding the communication within their organization. The respondents that responded to the questionnaires are impressively received.

Demographic Table 4.1 Source; field data 2015 Demographic table is showing the ages of employees working within Ultimate Technologies Company. Males’ numbers is greater than females by 20%. Due to some responsibility that Females are facing that also decreased their population at the work place.

Source; field data 2015

Education background This showing the education background where the employees at the Ultimate technologies company hold their education documents. The results found that 8 of the employees were secondary school leavers, 12 were Diploma holders, 9 were Bachelor degree holders, 1 master degree holders and 0 is PhD, which meant no one reach to PhD level. These employees made the company to run in very effectives ways whereby it improves it Goods and services to the clients.

TABLE 4.2an internal communication gap between supervisors and the employees within the call center

Item Response	Frequency	Percentages Keeps us fully informed	30	30 Keeps us fairly well  inform	18	18 Keeps us adequately informed	30	30 Gives us only a limited amount of information	2	2 Doesn't tell us much at all about what is going on 	10	10 Undecided	10	10 N= total 	100	100 Source; field data 2015

Figure 1,

In Table 4.2 figure 1, overwhelming 30% of respondents strongly agreed that can usually believe in the information given to them always keep us fully informed.Whereas30% of respondents agreed that they could only believe it about half the time that the supervisor sometimes keeps us adequately informed that means the information is fully shared. 18% respondents agreed that they felt that they could always believe it that keeps us fairly well  informed. 10% of the respondents strongly disagreed that the management doesn't tell us much at all about what is going on because there is lack of information given to them by the supervisors. 10% of respondents strongly remained undecided on some information been given to them. 2% of the respondents strongly disagreed that they were always receiving limited amount of information as usually believed it. The result shown that there were gaps issues with trust within respondents.

TABLE 4.3the subject's perception of immediate supervisor level of communication

Item Response	Frequency	Percentages I can almost always believe it	29	29 I can usually believe It	30	30 I can believe it about Half the time	29	29 I usually can't believe it	12	12 N=total total 	100	100

Figure 2. The Table 4.3 figure 2, majority of participants across the board strongly agreed that they had the Information needed to do their jobs shown 15% that means most usually believed it. 15% of respondents agreed that they received information, as always a believed by them. While 14% agreed that they information they received is almost always a believer. 12% as shown in Table 3, figure 2, disagree that they can’t believe that the get information. That means they don’t get information as compare to other respondents.

TABLE 4.5 the ways in which employees usually receive most of their information

Item Responses	Frequency	Percentage The grapevine	1	1 Bulletin Board	10	10 Company Newsletter 	37	37 My supervisor	7	7 Unit leader	3	3 Group meetings	10	10 Company programs	30	30 Gave neutral 	2	2 N= total 	100	100 Figure 3

Table 4.5, figure 3 shows that 18% strongly agreed that the company employees received their information through Company newsletter that means the majority of the company employees write and read the information given. 15% of company employees agreed that they received their information from Company program as shown table 4.5 figure 3. The 5% of the respondents agreed that they received their information through bulletin board. 1% of the respondents agreed that they received their information through grapevine that mean the information is discussed in hiding hence; unconfirmed information is shared among employees. While neutral were 1%, this means that some respondents are don’t know their information is passed or not.

CHAPTER FIVE SUMMARY, CONCLUSIONS, RECOMMENDATIONS

5.0 Introduction This chapter was concerned with the conclusion and recommendation. 5.1 Summary of the study The research on ‘’ communication in within business and workplace in South Sudan: a case study of Ultimate technology company in South Sudan. The research was guided by research objectives, which included; Discovering whether or not there is an internal communication gap between employees within the call center. Determining the subject's perception of immediate supervisor level of communication. Identifying the ways in which employees usually receive most of their information.

5.2 Findings

On discovering whether or not there is an internal communication gap between supervisors level of communication, In Table 4.2 figure 1, overwhelming 30% of  respondents strongly agreed that can usually believe in the information given to them always keep us fully informed. Whereas 30% of respondents agreed that they could only believe it about half the time that the supervisors sometimes keep adequately informed that means the information is fully shared. 18% respondents agreed that they felt that they could always believe it that keeps us fairly well  informed. 10% of the respondents strongly disagreed that the management doesn't tell us much at all about what is going on because there is lack of information given to them by the supervisors. 10% of respondents strongly remained undecided on some information being given to them. 2% of the respondents strongly disagreed that they were always receiving limited amount of information as usually believed it. The result shown that there were gaps issues with trust within respondents. Subject’s perception of immediate supervisor level of communication is shown in the Table 4.3 figure 2, majority of participants across the board strongly agreed that they had the Information needed to do their job as by the shown 15% that means most usually believed it. 15% of respondents agreed that they received information, as always a believed by them. While 14% agreed that they information their received is almost always a believed. 12% as shown in Table 3, figure 2, disagree that they can’t believe that they get information. That means they don’t get information as compare to other respondents.

The Ways in which employees usually receive most of their information Table 4.5, figure 3 shows that 18% strongly agreed that the company employees received their information through Company newsletter that means the majority of the company employees write and read the information given. 15% of company employees agreed that they received their information from Company program as shown in table 4.5 figure 3. The 5% of the respondents agreed that they received their information through bulletin board. 1% of the respondents agreed that they received their information through grapevine that means the information is discussed in hiding hence; unconfirmed information is shared among employees. While neutral were 1%, this means that some respondents don’t know that the information is passed or not.

5.3 Conclusion

Communication is very important in every aspect of our lives. In order for any relationship to work properly we have to learn to communicate effectively with each other. The importance of communication hasn't changed firm the time in which John Brennan wrote The Conscious Communicator in 1974.According to She1 Holtz wrote Corporate Conversations in 2004. The fact still remains that in order for any business whether entrepreneur, partnerships or corporate offices to succeed we have to communicate with someone to voice our ideas and/or concerns. The literature review addressed the importance of internal communication. It provided the researcher with background information on the different ways and the different styles of communication. Needless to say, face-to-face communication seemed to remain the number one style of communicating within organizations. Research has also found that a lack of communication within an organization can decrease productivity, lower moral and be the cause of other serious workplace issues. The researcher found that the outcome of the survey was the complete opposite to what was overheard in previous conversations. Based upon the answers given on the survey, more people were neutral and/or thought that the communication was satisfactory within the organization. Majority of the participants also felt that their supervisor communication skills were very good. Although they agreed that the supervisors communicated effectively, some employees admitted to hearing most of their information through the grapevine. As the number of years increased in experience within the organization, it appears as though this particular group had a negative view of internal communication. The participants were consistent in saying that they wanted more information about the policy changes and/or procedures, the contracts and they wanted adequate training for the different computer programs. Some of the employees vent about a lack of communication when they feel as though their voice is not been heard. Also, when they continue to find out about information through the grapevine versus from their supervisor. 5.4 RECOMMENDATIONS The recommendation was that the supervisors should following the channel of communication techniques that can be used by any leader to increase the level of internal communication in the company and therefore the level of the company's efficiency (According to Fishman, 2000). Listening should be the most way to hear what others say and be able to interpret it correctly. One way of doing this is to ask questions that will show the understanding level of those with whom you are speaking. If you are addressing a group meeting, allow time at the end of the meeting for questions. Share information with employees whenever possible should be prioritizing in communication channels. One of the most sensitive areas in management involves how much company information should be shared with employees. Many feel that information should be given on a need-to-know basis. Their reason is that information given loosely can result in company secrets getting out to the competitors. Supervisors can also share information with the employees through weekly and/or biweekly meetings. The supervisor should include in their meetings any information that is bringing about a change within the organization. If employees have questions about other personnel issues the supervisor should direct the employees to the correct source that can give them an answer.

5.5 Areas for future research

The study did not exhaust all possible variables that face the communication within the business and workplace. 1-	Problems of communication in the business community 2-	Communication and government policy 3-	Communication and effective technology in the business

REFERENCES Alessandra, T & Hunsaker, P. (1993). Communication at Work. Fireside, Simon & Schuster, New York, NY. Black Enterprise. August 1998, pl17 (1) Brennan, J. (1 974). The Conscious Communicator; making communication work in the workplace. Addison-Wesley Publishing Co. Reading, MA Charles, K. (1998). Peak Performance the art of Communication. [Electronic version]. Clernons, J. (2003). Avoiding a communication breakdown: keeping employees informed benefits business. [Electronic version]. Black Enterprise, Sept 2003 v34i2 p46. D'Aprix, R. (1996). Communicating for Change: connecting the workplace with the marketplace. Jossey-Bass Publishers1992. Fink, A & Kosecoff, J. (1 998). How to Conduct Surveys a Step-by-Step Guide. Sage Publications, Thousand Oaks. Galvin, R. (1996). Communication: the lever of effectiveness and productivity. (Managing Innovation). [Electronic version]. Daedalus. Spring 1996 v123p137) Holtz, S. (2004), Corporate Conversations: a guide to crafting effective and Appropriate internal communications. Arnacom, New York, NY. Nucifora, A. (2003). Employees are customers too. The Business Journal. Retrieved June 19,2005 from EbscoHost. MSN Encarta Premium (2005). Retrieved May 2005 from http:// www.msn.com MsnEncarta Premium Magazine Center (2005). Communicating well on the Job [Electronic version]. USA Today. November 2002. V 1 3 1 i260 p 9(1). Retrieved May 2005 from http://www.encarta.msn.com MsnEncarta Premium Magazine Center (2005). Poor Communication Stifles Productivity [Electronic version]. USA Today. September 1999. V128 i2652 p9. Retrieved May 2005 from http: www.encarta.msn.com

APPENDIX A 1

SURVEY

This research was been approved by South Sudan Christian University of Science and technology. Dear respondents, I am Ezra Baya John Manase a students of south Sudan Christian university of science and technology carrying out a research on communication within business and workplace in South Sudan. a case study of Ultimate technology Company, I therefore kindly request you to provide me with the necessary answers to this questionnaire; you are however promised utmost confidentiality in the data provided. Please fill in the answer that best fit your experience when dealing with communication within this organization. Section (A) biography

a)	Sex b)	Age c)	Department d)	Position held e)	Education background i. Secondary certificate  ii. Diploma    iii. Degree iv. Master Degree V.  PhD

1. Section A Is there an internal communication gap between supervisors and employees within the call center? Which best describes your impression of communications within this organization? Keeps us fully informed Keeps us fairly well informed Keeps us adequately informed Gives us only a limited amount of information Doesn't tell us much at all about what is going on 2. To determine the subject's perception of immediate supervisor level of communication. How do you feel about the information you receive? I can almost always believe it I can usually believe it   I can believe it about half the time I usually can't believe it 3. I have the information I need to do my job. Strongly Agree Agree Neutral Disagree Strongly Disagree 4. Section B What are the ways in which employees usually receive most of their information? How would you rate your supervisor's communication skills? Through company E-mail Posting information on website Sending massager 5. From which of the following sources do you usually receive most of your information? The grapevine Bulletin board Company Newsletter (Intranet) My supervisor Unit leader Group meetings Trove, Knowledge Tools, or Textbook Company e-mail 6. Overall, how satisfied are you with the communications within this organization? Very Satisfied Satisfied Neutral Dissatisfied Very dissatisfied 7. I feel confident that management considers my ideas and/or concerns. All the time Some of the time Undecided Almost never Never 8. SECTION C What are the ways in which employees usually receive most of their information? Whenever there is a change within the organization, my supervisor Always inform me Inform me most of the time Almost never informs me Never informs me  9. The information that I receive from my supervisor is consistent with the information received from other supervisors. Strongly Agree Agree Neutral Disagree Strongly Disagree 10. How long have you been employed within this organization? 1 year or less 2-5 years 6-9 years 10-15years 16 or more years

Appendix II

The study is estimated to cost 2.500 South Sudanese Pounds arrived as follows;- Item	Cost South Sudanese Pound (SSP) Stationary and other related costs 	500 Transport	700 Communication	50 Photocopy	500 Typesetting and binding	200 Internet 	250 Miscellaneous 	300 Total	    2.500 SSP