Supervisory communication and its effect on employee satisfaction at the Central University of Technology, Welkom campus

Abstract

Many large organisations tend to focus on their external communication in order to project a positive image to potential clients. However the role of internal communication with employees has often been overlooked, although it remains one of the most important areas of organisational communication. Employees‟ views about their own organisation impact on how external clients view that particular organisation. In order for employees to become advocates of their own organisation, supervisors of different operational units should develop and manage their internal communication activities in a way that motivates and stimulates employees‟ enthusiasm for meeting the organisational goals. Once employees are satisfied with the state of supervisory communication in their respective units, they should be able to identify with their organisation and endeavour to attain its organisation‟s goals.

The researcher investigated supervisory communication and its effect on employee satisfaction at the Central University of Technology, Free State, Welkom Campus (CUT, W).

The study was conducted through a combination of quantitative and qualitative research methods. A questionnaire was distributed among the forty employees, whereas interviews were conducted with the five remaining employees at the CUT, W. The researcher used purposive sampling to select the respondents and participants of the study. The reliability of the questionnaire was determined by calculating the Cronbach Alpha coefficient (CAc) of the constructs. All the Communication Satisfaction Questionnaire constructs indicated CAc of .0974 which is consistent with a high level of internal stability.

The study (quantitative research method) indicated that the majority of the respondents showed overall satisfaction on all CSQ constructs, except Personal

Feedback. However, the study has revealed that the Schools of Government Management and Human Resources as well as the School of Accounting have revealed communication deficiencies on constructs such as Supervisory Communication, Divisional Information, Communication Climate, Co-Worker Communication and Personal Feedback.

The qualitative findings have revealed communication deficiencies in four categorical themes, namely, lack of: * Communication and commitment to institutional values and policies by Supervisors. * Consultation and openness to ideas. * Performance standards and career-pathing. * Co-worker communication. * Downward flow of information.

The researcher recommends that the Schools1 of Government Management, Human Resources and Accounting put more effort into improving their Schools‟ communication climate and giving personal feedback to their subordinates. The CUT, W should develop a Performance Management Plan to appraise their staff. The researcher further recommends that meetings should be held regularly to provide the necessary platform for the employees to raise concerns related to their specific jobs. The researcher also believes that Supervisors should consult with employees in their specific units before making any important decisions.