Analysis of Internal Communication Channels in Enhancing Employee Relations Management in the Nigeria Customs Service
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Abstract
This study analyzes internal communication channels and their role in enhancing employee relations management within the Nigeria Customs Service (NCS). Effective internal communication is critical to fostering trust, promoting transparency, and ensuring employee satisfaction in public institutions. The objectives of the study are: To investigate how the different communication channels influence employee relations in the Nigeria Customs Service; to evaluate the effectiveness of the current internal communication channels employed by the Nigeria Customs Service; to examine the extent to which internal communication influences improved employee performance in the Nigeria Customs Service; to investigate the employee relations strategies employed by the Nigeria Customs Service to motivate and enhance job performance among its staff; and to examine the challenges of internal communication and employee relations in the Nigeria Customs Service. The study adopted the positivist approach of research design using survey method. The study used purposive sampling to investigate top-down communication at operational level, while bottom-top communication (feedback), the study used stratified random sampling. Two-Way Symmetrical Theory was used. The study demonstrates that internal communication is pivotal in enhancing employee relations and organisational performance, especially in paramilitary organisations like the NCS. The findings provide significant insights into the role of communication in fostering employee engagement, satisfaction, and motivation. They underscore the importance of clear, inclusive, and transparent communication strategies, the need for feedback loops and the integration of digital tools to enhance employee participation. The study highlights the critical role of leadership in shaping communication practices and driving organisational success. These conclusions align with previous studies on internal communication, employee engagement, and organisational performance, confirming the vital role of communication in shaping both employee behaviour and organisational outcomes.
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