THE IMPACT OF ORGANIZATIONAL STRUCTURE ON EFFECTIVE

COMMUNICATION: THE CASE OF ETHIO TELECOM HOSSANA

BY: TEMANE DANIEL

ADVISOR: SHIFERAW

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF BUSINESS MANAGEMENT

A REASERCH PAPER SUBMITTED TO DEPARTMENT OF BUSINESS

MANAGEMENT IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE
DEGREE OF BACHELOR OF ARTS IN BUSINESS MANAGEMENT

JUNE, 2025
HOSSANA, ETHIOPIA
DECLARATION
I hereby declare that this BA final thesis entitled “The Impact of Organizational
Structure on Effective Communication: The Case of Ethio Telecom Hossana” is
my work and has not been presented for a degree in any other university. All
scholarly matter included in the thesis has been recognized through citation. I affirm
that I have cited and referenced all sources used in this document. Every serious
effort has been made to avoid any plagiarism in preparing this thesis.
Name_______________________
Signature_____________________
Date____________________
Advisors’ Approval Sheet
This is to certify that a research paper entitled: “The Impact of Organizational
Structure On Effective Communication: The Case Of Ethio Telecom Hossana”
submitted to the Department of Business Management in World Bright College, in
partial fulfillment of the requirements for the degree of BA of Art in Business
Management and has been carried out by Temane Daniel under our supervision.
Therefore, I recommend that it be accepted as fulfilling the research requirements
and hence he can submit the paper to the department.
Name of Advisor: ______________________
Signature:______________________
Date:__________________________
Acknowledgement
First and foremost, I thank the Almighty God, who has made everything to be
favorable by His almighty generosity throughout my life.
I express my deepest gratitude to my advisor Mr. Shiferaw thanks you for the
wisdom, understanding and compassion that you have imported to me and my ideas.
I have been blessed to have such a brilliant mental to help me and navigate the
dissertation process. You have offered guidance, support and wavering patience
throughout the starting from selection of my research title to submission of final
research.
I would like to extend my gratitude to manager and employee of hossana town micro
finance institution for providing me necessary information and materials finally this
is the research proposal so that all my supporter of this research proposal you will be
supporting up to the ends of my final research Thank you for the anticipated
cooperation.
Table of Contents
Table of Contents ............................................................................... Error! Bookmark not defined.

List of Acronyms .................................................................................................................................. 4

CHAPTER ONE: INTRODUCTION ..................................................................................................... 1

1.1 Background of the Study .............................................................................................................. 1

1.2 Statement of the problem .............................................................................................................. 2

1.3 Objective of the study ................................................................................................................... 4

1.3.1 General objective ................................................................................................................... 4

1.3.2 Specific objective ................................................................................................................... 4

1.3.3 Basic research question .......................................................................................................... 4

1.4 Significance of the study ............................................................................................................... 4

1.5 Scope of the study ......................................................................................................................... 5

1.6 Limitation of the study ................................................................................................................ 5

1.7 Organization of the study .............................................................................................................. 5

CHAPTER TWO .................................................................................................................................... 6

2. REVIEW OF RELATED LITERATURE .......................................................................................... 6

2.1 Definition of communication ........................................................................................................ 6

2.2 Role of communication in organization ........................................................................................ 7

2.3 Importance of communication ...................................................................................................... 7

2.4 The communication process.......................................................................................................... 8

2.4.1 Elements of communication process...................................................................................... 8

2.5 Barriers of communication............................................................................................................ 9

2.6 Function of communication ........................................................................................................ 10

2.7 Methods of communication ........................................................................................................ 11

2.7.1 Verbal communication ......................................................................................................... 11

2.7.2 Non- verbal communication..................................................................................................... 13

2.7.3 Channel of communication network .................................................................................... 14

2 .7.4 Formal communication channel .......................................................................................... 14

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2.7.5 Informal communication channel ........................................................................................ 15

2.7.6 Conceptual framework ......................................................................................................... 15

CHAPTER THREE .............................................................................................................................. 17

3. RESEARCH METHODOLOGY ...................................................................................................... 17

3 .1 Description of the Study Area .................................................................................................... 17

3.2 Research design .......................................................................................................................... 19

3.3 Data type and source ................................................................................................................... 19

3.4 Data collection techniques .......................................................................................................... 19

3.5 Sampling technique and sample size .......................................................................................... 19

3.6 Data analysis technique............................................................................................................... 20

3.7 Ethical consideration ................................................................................................................... 20

CHAPTER FOUR................................................................................................................................. 21

4. ANALYSIS, PRESENTATION AND INTERPRETATION ........................................................... 21

Part One: Demographic Characteristic of Respondents .................................................................... 21

Part Two: Effective Communication ................................................................................................ 22

Part three: Organization structure ..................................................................................................... 26

CHAPTER FIVE .................................................................................................................................. 34

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS ............................... 34

5.1 Summaries of findings ................................................................................................................ 34

5.2 Conclusions ................................................................................................................................. 34

5.3 Recommendation ........................................................................................................................ 35

Reference .............................................................................................................................................. 37

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List of Table
Table 4. 1 response rate ........................................................................................................................ 21
Table 4. 2 Classification of respondent based on gender, age, education level and marital status ....... 21
Table 4. 3 Factors Contributing to Communication Effectiveness with the Boss ................................ 22
Table 4. 4 Ethiotelecom wolaita service center .................................................................................... 26
Table 4. 5 Premium Service Center ...................................................................................................... 28
Table 4. 6 SSWR Human Resource. ..................................................................................................... 30

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List of Acronyms
ET-HB Ethio Telecom - Hossana Branch

BA Bachelor of Arts

CSA Central Statistical Agency

FDRE Federal Democratic Republic of Ethiopia

CERS Central Ethiopia Regional State

IOP Impact on Performance

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ABSTRACT
The topic of this study was the Impact of Organizational Structure on Effective Communication
the Case of Ethio Telecom Hossana” in Hossana town, Hadiya zone in Central Ethiopia the
researcher adopted the descriptive survey design. The researcher used both the primary and
secondary sources of Data in the course of the study. The primary data was sourced through the
instrument of questionnaire and interview while secondary data was sourced through texts books,
magazines, journals and internet. The Population of the study is seventy one the findings revealed
among others that organizational structure has a great impact in the effective communication. The
researcher recommended among others that organizations should endeavor to have well-structured
organization, in order to achieve the set up objectives.

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CHAPTER ONE: INTRODUCTION
1.1 Background of the Study
Communication is the process of sharing thought ideas and feeling with each other in
commonly understandable way. The art of the communication which compasses all living
beings and pervades animal worlds as well as old as mankind thousands years ago people use
communicate orally it has involved over the years with a reference to back in time to the
biblical era when people learn to express themselves even before they evolved fully in their
present form sounds grunts action signs gesture gesticulation to the spoken and word. Then
after that the world reading writing and modern sophisticated method of communication was
started now a days the survival performance and success predominantly depends on the type
of communication it uses a more effective communication beside other rescores and factors
determines the service provision or production despite the rare vireos factors that determined
effective communication organizational structure ore se affections the effectiveness in an
organization (madhukar 2001).

An organization is group of people working together to achieve common goal and

communication is vital part in that process organizational success in dynamic global market
place so communication is life blood of organization . No organization can develop in the
absence of effective communication system. Whatever site of the organization is big or small
communication is essential to fulfill the organization need and want according to Bovee and
till (200) effective communication occurs when individual achieve a shared understanding
situation other to take action and encourage thinking in a new way. Keith Davis (2003), say
communication is the process of passing the information and understanding from one person
to another. It essential a bridge of meaning between the people by using the bridge a person
can safely across their reveres of misunderstanding.

According to William Scott (2002), in this book organization theory communication is

process which involves the transmission and accomplish organizational goal. communication
is the vital part of every organization as it is for individual we use oral and written
communication to share knowledge and message with other at workplace and home
communication is too important for organization because it is the foundation of our personal
group and structural as well as professionals relationship effective communication skill are
tools for archiving our goals and getting the result we want because both employees and the
organization benefit from effective communication any problem in the communication part

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leads to fatal problems to the organization and in certain circumstance even beyond
ineffective communication leads to repeated absents lack of focus on organizations objective
employee turnover careless and decrease organizational competiveness such ineffective
communication has something to do with organizational structure logically organizational
structure is the frame work that facilitate communication and efficient work processes an
ineffective communication emerging from organizational structure has multidimensional
repercussions.

Lack of effective communication result in multifaceted problem low productivity, unequal

workload, unclear chain of command, lack of team spirit slow decision making and poor
innovation are signal of poor communication to mention, such poor communication may
source from organization structure.

Therefore, the above mentioned points the researcher to undertake this study in this study the
researcher assessed the impact of organization structure on effective communication flow a
case study on Ethio-Telecom Hossana Branch in daily activity of organization.

1.2 Statement of the problem

Lack of effective communication and inability to identify reasons for infective
communication tempts survival and growth of business organizational similarly ineffective
communication in government or other nonprofit organizations hampers efficiency and
effectiveness in the service provision and objective realization “information is might “ is the
adage and the mantra that prevalent indifferent literature since the beginning of 21st century.
Information determines the survival and growth of business organizations and it is also the
main platform to offer public service efficiently and effectively in the absence of
information, data cannot be translated into knowledge and finally into episode which
fundamentally deter mains the competitiveness and transformation of organization however
the main issues in the success of transformation from data to knowledge and finally to
wisdom dependence on the type of communication among parties communication among
parties indicates the exchange of ideas that service the mission and the vision of the
organization it is the bond between or among employers groups work units dependents and
top exclusive either formally or informally success of organizations predominantly detrained
by the effectiveness of internal as well as external communication.

Every organizational works under the mercy of communication because the performance of
any organizational depends on how its part are communicating the communication among

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deferent activities in the organization enables to get and inter prêt information flowing within
the organization or to get vivid information from the outside. In the absences of effective
communication other recourses cannot make meaning and cannot bring change to the
organization. Ineffective in the communication may result in calamity that cannot easily
amend once if occurs therefore, effective communication among other resources is the fire
setup for the success of an organization and may be the primary reason for competitiveness
locally as well as globally.

Any break in the communication or ill communication leads to calamity that jeopardizes the
survival or the growth of the organization or hampers the service provision to the general
public, as it determines the survival and growth of the organization for the business sector. It
also affects the service provision. Efficiency and effectives of the public or governmental
organization in more contemporary team it is the root case for lack of good governance in
different place thought out the world. Particularly in Africa where lack of good governance is
in its climax, ineffective communication takes the lion share in aggravating the good
governance problem.

Despite no literati indicates the leveled of effective communication in private or the public
sector, it is possible to infer that Ethiopia is suffering from lack of effective communication
here indicators such as good governance and employee satisfaction.

Many studies have been conducted on factors that affect the effectiveness communication
under different setting. Communication in general and effective communication in particular
are affected by different internal and external factors an organization. Factors such as the
means of communication. The type of communication, parties involved in the communication
the place of the organization and other affect the exchange of ideas and its productivity.
Nonetheless, no study has evaluated the impact of organization structure on effective
communication. Among other factors determines the effectiveness of communication in the
organization

Cognizant to the factor mentioned above, lack of effective communication is the main reason
for lack of good governance, low productivity, unequal workload, unclear chain of command,
lack of team spirit, slow decision making, and poor innovation in the organization. One of the
factored that may affect effective communication is structure of the organization. However,
no study has evaluated the impact of organizational structure on effective communication.
This study, therefore investigate the impact of organizational stretcher on effective

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communication with special emphases on internal communication with a case study on Ethio-
Telecom Hossana Branch.

1.3 Objective of the study

1.3.1 General objective
The general objectivity of this study is to investigate the impact of organizational structure on
effective communication in a case study on Ethio-Telecom Hossana Branch..

1.3.2 Specific objective

The following points are the specific of objective of the study:

 To identify the type of communication and the style of communication used in Ethio-
Telecom Hossana Branch.

 To identify the constraints challenging the effective communication used in the study
area.

 To describe organizational structure used in Ethio Telecom in the study area.

 To assess the impact of organization structure on effective communication in the

study area.

1.3.3 Basic research question

The following points are basic research question of this study:

 What type of communication style is being used in Ethio-Telecom Hossana Branch?

 What are the factors that affect effective communication in the study area?
 What look like organizational structure used in the study area?
 What is impact of organizational structure on effective communication in the study
area?

1.4 Significance of the study

This study have multidimensional benefit to both academic and practitioners. The study was
providing necessary information with helped to Ethio-Telecom Hossana Branch to
understand there weakens and strength on communication and organizational structure part.
The study was also opened an insight on the impact of organizational structure on
communication as whole and effective communication.

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1.5 Scope of the study
The study will focused only on the impact of organizational structure on effective
communication flow in Ethio-Telecom Hossana Branch. It will try to analyses the case the
case of communication problem in the organization manner of communication type of
communication problems and consequence of infective communication on performance of
employee in organization.

1.6 Limitation of the study

The researcher may face many problems during conducting this research. The most
recognized and very challenging limitations of the study are:-

 Lack of enough financial support to accomplish this study effectively.

 Lack of cooperation and interest of some employees in responding to questionnaires and

filling is carelessly.

 Unwillingness of the respondents to give appropriate answer to question will provided.

 Lack of adequate secondary data particularly the impact of organization structure.

1.7 Organization of the study

The final paper of the study will have consists of five chapters. The first chapter discussed
about the introduction of the study, background of the study, statement of the problem,
significance and scope of the study and also organization of the study. The second chapter of
this study will be contain the detail review related literature of the study. In the third chapter
methodology of the research develops. These sub section under this chapter analyzed and
interpreted in the fourth chapter. The final chapter will be addressed about the final findings,
conclusion, and recommendation of the study made.

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CHAPTER TWO

2. REVIEW OF RELATED LITERATURE

2.1 Definition of communication
In different time different writers define the word “communication” in different ways. The
word communication is singular from is different from plural, communication. When we
attempt to define communication, over the years, has seen numerous dimensions. Redfield
says communication is the process of exchange of facts, ideas, and opinions a means that
individuals or organization use for sharing and understanding with one another. In other
word, it is the transmission and interaction of fact, idea, opinion or emotion and feeling or
attitude. Communication is exchange of information, through and emotion between
individual and groups, in other word, communication plays a fundamental role in balancing
individual and organizational objective (Boyaci, 1996 p3-5). Communication is process of
conveying information from a sender to a receiver with the use of media in which the
communicated information is understood the same way by both sender and receiver
(Shumban Sharma 2004).

Communication is also an interdisciplinary subject. It encompasses literature, psychology,

sociology, ecology, linguistic, system analysis, auditing, accounting, and statistics.
Communication enables us to do important this: to grow, to learn, to be aware of ourselves
and to adjust to our environment. The word communication is complex, expansive and an
evolving word. It assumes a very dynamic character as the methods. Channels instruments
and approaches relating to the process of communication respond to new situation and
challenge. The spectrum of communication assumes a pervasive quality in the contemporary
world and defies description as it constantly reaches out and assumes new meaning.
Communication is to be understood in terms of what is does. More than discipline, it is the
way of life. Business communication R.K Medhukare, 2004: p 18-20).

Communication is an exchange of facts, idea, opinion or emotion, by two or more people.

Communication is intercourse by words, letters, symbols, or messages and as way that one
organization members share meaning understanding with another (New man and summer
2000). Communication is sending and receiving of messages by mean of symbols and in that
context organizational communication is key element of organizational climate (Drenth et.al.

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1998). Communication is transfer of information from sender to receiver under the condition
that the receiver understands the message (Weihrich and Koontz, 1993).

2.2 Role of communication in organization

Communication plays a very important role in an organization. In fact, it is said to be the life
wire of the organization. Nothing in the universe, human or otherwise that does not
communicates, through the means of communication may be different. Communication is
very crucial and unavoidable since we have intentions which we want to pass across to
another person, group or even to the outside world. Communication in an organization is a
vital. Departments communicate from time to time in respect to daily activities and the
organizations relationship with the external world. However, what is being communication
may be was understood and the feedback or misunderstood or insufficient and thus
communication breakdown. In fact, communication within organization could be grapevine
or rum ours. In all, communication in organization is very complex and it needs to be
correctly handled and monitored to avoid chaos, crisis or conflict.

The basic function and role of the management could not to be performed without
communication. Planning, organizing, coordinating, budgeting, monitoring, controlling,
staffing, delegation, and including marking, production, financing, human resource
management, research and development, purchasing, selling, could not be well coordinated
and goal achieved without communication (http: Elian Articles.com).

2.3 Importance of communication

Communication is important for the following reasons:-

A. Aid to managerial performance: managers transmit the objectives of the organization to

subordinates through the communication major problems may solve without difficulty,
and thus communication acts as a tool of management.

B. Achieving coordination: in large organization employees works the base of specialization

and division of works. So, there is a need of coordination. This coordination achieved
through communication.

C. Help in decision making: good communication system provides all necessary

information, which enables managers to take quality decisions in the proper time.

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D. Smooth organization operation: communication helps workers to the real situation. In an
organization and workers perform their activities without any delay, which leads to the
functioning of an organization. (ArvindKummer, 2003).

2.4 The communication process

2.4.1 Elements of communication process
The various element of communication process are:

A. Sender: The people who transmits, speak, or communicates a message or operates an

electronic devices is the one who conceives and initiates the message with the purpose of
informing, persuading, influencing, and changing the attitude, opinion or behavior of the
receiver ( audience listener). H he/she decides the communication symbols, the channel,
and the time for sending the situation in which communication take place.

B. Message: Idea or thought or the raw from of telling the ideas that the symbols.

C. Encoding: Is changing the raw idea from its mental from in to symbols, that is, patterns of
words, gestures, pictorial from or sings/physical or sound/ of a specific visual or
language.

D. Medium (channel): Is the carrier of the message such as written words, in the form of
written communication, and spoken words and gestures in the form of face-to-face
discussion.

E. Receiver: is changing the raw idea from its mental from in to symbols, that is, patterns of
words, gestures, pictorial forms or sings /physical or sound/ of a specific visual or
language.

F. Decoding: this the act of translating symbols of communication in to their ordinary

meaning; however, the total meanings of the words/symbols/ together with tone and
attitude of sender as treated by the structure of the message and the choice of words used
by him/the sender/.

G. Feedback: Is your receiver‟s response, the final link in the communication chain.
Feedback is the key element in the communication process because it enables you to
evaluate the effectiveness of you message. If your audience doesn‟t understand what you
mean, your call tells the response and refines your message (Communication Hand Book
Sandra Cleary 2003 P3-70).
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2.5 Barriers of communication
Communication barrier is any factor which prevents the smooth flow of the message from the
sender to the receiver. Because of the complexity of the communication process, may
possible barrier or breakdown can arise. No two persons are exactly alike mentally, or
emotionally. Thus the innumerable human differences plus cultural, social and environmental
differences may cause problems in conveying intended message. Although all types
communication is subject to misunderstandings. The major barriers of communication
include the following:

A. Channel selection: communication may be oral, written, visual or audio-visual. The

different communication channels can be personal barriers in that some individual
always seem to incline toward a particular channels even though a more effective one
exists. While a proper chosen medium can add to effectiveness of a communication,
unusual medium may act as a barrier to it.

B. Physical barrier: It includes noise, time, and distance.

1. Noise: Anything that interferes with communication and distorts or block the message
it noise. In factories oral communication could be difficult by the noise of machines.

2. Time: to make communication effective, it should be done at the right time and right
place. Trying to communicate at in appropriate time for the sender and receiver was
not bringing the desired outcome.

3. Distance: Where people sits or stand can be an important factor in their receiving and
transmitting message of course distance between sender and receiver also affect their
communication.

C. Semantics: refer to the different uses and meaning of words and symbols. Words and
symbols may not have similar uses and meaning for different individuals from
different cultural group, language and living style so it may create some barrier in
communication process. A semantic barrier includes: Interpretation of words, by
passed instruction, Denotation, connotation and euphoniums.

D. Perception of reality: the reality of objective, an event or a person is to different

people. Reality is not a fixed concept; it is complex, infinite and continually changing.

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Besides, each human being has limited sensory perception-touch. People perceive
reality in different way. No two people perceive reality in identical manners.

E. Attitude and opinion: communication effectiveness is influenced also by the attitude

and opinion of the communication have in their mental filters people tend to react
favorably when the message they receive agrees with their view towards the
information, the set of facet, and the sender. In addition, the sometimes unrelated
circumstances affect their attitude, and response like: Emotional state, Favorable or
unfavorable information, Closed mind, Status consciousness and Receiver capability.

F. Information over load: if the sender improper, inaccurate or too much information was
suffered information over load happen when individual receives more information than
they are capable of processing. The implication is that individuals can effectively
process only certain amount of information (Business communication Bovee and Thill,
p17-20).

2.6 Function of communication

Communication services four major functions within a group

Motivation
Controlling

Function of
communication

Information Emotional
Expression

Function of communication

A. Control: communication acts as to control member behavior in several ways.

Organizational level authority hierarchies and formal guidelines the employees are
required to follow. When employees, for instances are required to first communicate

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any job related grievance to their immediate boss, to follow their job description, or the
company poleis, communication is performing a control function.

B. Motivation: communication fosters motivation by clarify to employees what is to be

done, how well they are doing, and can what be done to improve performance if it‟s
subpar. We saw this operating in our review of goal setting and reinforcement theories.
The formal of specific goals, feedback on progress towards the goal and reinforcement
of desired behavior all stimulate motivation and require communication.

C. Emotional expression: that takes place within the group is a fundamental and feelings
of satisfaction. Communication therefor, provides a release for the motivation
expression of feelings and fulfillment of social need.

D. Information: is the final function that communication performing release to its role in
facilitating decision making. It provides the information that individuals and groups
need to make decision by transmitting the data to identify and evaluated alternative
choices. http://www.media fire.com/

2.7 Methods of communication

Communication takes place by two methods. These two methods of communication are:

2.7.1 Verbal communication

It is ability to communicate by using words that separates human binges from rest of animal‟s
kingdom. Verbal communication includes both oral and written communication, (Raymond
L. Hilger, 1992, p250).

A. Written communication

It is written on paper or boards, charts. Written communication is used for many purpose, it
includes, letters, memos notice, reports and others.

1. Letter: - is the most commonly used form of written communication. They are mostly
used for external communication. Letter has a fixed and formal layout. This must be
adhered to. It can be sales letter, compliant letters, bank correspondence and many
others.

2. Memo: - this is an informal communication between members of the same

organization and usually relates to day- to-day work. It is used to convey information

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and instructions. Memo contains brief messages. A memo mayor may not be signed. It
can be personalized for senior managers.

3. Notice: - this is used when many people in an organization have to be given the same
information. A notice should be short and to the point. It should be clear and well-
spaced for easy reading.

4. Report: - this is written document prepared by individuals or committee. It is prepared

after research.

B. Oral communication

Oral communication refers “spoken words”. Any communication which we can hear, lectures
in the class room, speeches of politicians at rallies, instructions, and event songs, poetry
recitation, and other. Oral communication occurs in situation like conversation, telephone
talk, interviews, presentation, and meeting.

1. Face-to face communication: oral communication is best when it is face-to- face. It is

possible between two individuals in a meeting or interview. Communication follows
in both directions. There is immediate feedback. Facial expiration, body movement and
body language communication are giving more meaning. In face to face communication
style ineffective when listener is not interested.

2. Telephone: speaking on the telephone depends entirely on the voice and the words used.
It does not require physical presence.

3. Interview: it is a meeting between an interviewer who can be one or many and an

interviewee or candidate. The interviewer asks relevant questions to the candidate.

4. Meeting: usually, meeting involves a number of persons. The chairman guides the
proceeding and maintains order during the meeting. During on the type of meeting, there
may or may not be a fixed agenda. If it is formal meeting, notes are taken during the
meeting, which are called the “minutes”.

5. Presentation: this is formal well prepared talk given by an individual to group. The
audience is mostly knowledgeable and or interested. The responsibility of the presenter
is to makes sure that all the listener understand the matter which he or she is presenting

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and opens up questions after presentation.(Business communication Bovee and Thill
2000).

2.7.2 Non- verbal communication

Nonverbal communication is the process of communicating through sending and receiving
word less message .The receiver of communication should be in position of to see hear and
feel the communicator. The receiver of the communication should be in the position to
clearly see the face, the gesture, the tone, the dress, the appearance and also hear the voice of
the communicator. Nonverbal communication takes place through the following
ways,(Business communication Bovee and Thill 2000).

1. Facial expression: - it is Saied that face is index of mind. The through and the feeling of
the heart often find expression on the face. One makes on the face. One makes on an
attempt to read the facial expression when one uses the following expressions:-To carry a
mask on one‟s face, To carry a wooden expression, To make face, The smile of
acknowledgement or recognition

2. Eye:- the eyes are indeed the most expressive part of human face. The eyes of a person
are often said to face a tale. In fact, the eye are the most commonly described part of the
body .The feelings of heart quite often find expression through the eyes. In the expression
of love, affection, sincerity and other the eye contact become crucial.

3. Posture and gestures:-posture refers to the carriage, state and attitude of body or mind.
Gesture refers to any significant movement of limb or body and deliberate use of such
movement as an expression of feeling.

4. Personal space:-personal space or the space between during their interactions with each
other segment of non-verbal communication.

5. Behavior:- the way in which one conducts one self and behaves in the process of
communication is another very forceful facet of non –verbal communication.

6. Appearance:-physical presence and appearance of a person play a key role in the process
of communication.

7. Smile:-is a very potent from of facial expression .It open the door to communication. A
nature, pleasant smile carries great significant in establishing society, community or
business organization. (Business communication Bovee and thill).

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2.7.3 Channel of communication network
In every organization there are two types of communication network channels. These are:
formal or official channels and informal channels of communication. Both channels carry
message from one person or group to another in an organization down ward,
horizontal/lateral/and diagonal /cross channel/ communication.

2 .7.4 Formal communication channel

The formal communication channel is that flows along the organization‟s line of authority.
They represent the flow of communication within flow of communication with in formal
organizational structure. Typically, communication flows in four separate direction:/Business
communication Bovee and Thill 2000.

A. Downward communication.

The communication that involves a message exchange between two or more level of the
organizational hierarchy is called downward /vertical/communication. Formal message flows
from managers and supervisors to subordinates are called down ward communication. Most
of down ward communication involves:- Giving instruction, Job relational-explanation of
how one task related to other task, Organization policy and procedures, Organization goals
and mission and Management directives and job plan.

B. Upward communication

Formal message also flow upward from subordinates to supervisors and managers. Without
upward communication, management would never kwon how their downward message
where received and interpreted by employees. Upward communication provides the feedback
necessary to let supervisors know whether subordinates received and understood messages
that were not sent upward communication these types of message are valuable: What
subordinates are doing, feedback Report of customers interaction feedback Suggestion of
ideas for improvements within department organization as whole association and their
organization outline of unsolved work problems on which subordinates now need aid or How
subordinates think and feel about each other and their job, there may require help in the
future.

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C. Horizontal/lateral/ communication

Horizontal communication involves exchange of information among individuals on the same

organizational level, such as a cross or within department. Horizontal communication is
important to help coordinate work assignment, share information on plans and activities,
problem solving, conflicts resolution and develop interpersonal support, thereby creating a
more cohesive work unit.

D. Diagonal/cross-channel/ communication

Diagonal communication is the exchange of information among employees in different work

units who are neither subordinates nor superior to each other. Communication that takes
between a manager and employees of other work groups is called diagonal communication.

2.7.5 Informal communication channel

Informal communication channel, commonly referred to as the grapevine, are a normal
outgrowth of information and casual groupings of people on the job, of their social
interactions and of their understandable desired to communication with one another. Every
organization has an informal communication network has its grape vice that supplements
official channel. The grapevine offers members among organization an out let for their
imagination and an opportunity to express their apprehension in the form of rumor.(Ray
Mond L. Hilgert 1992 p56-62).

2.7.6 Conceptual framework

Organization structure affects the effectiveness of communication in the organization.
organizational structure takes two forms mechanistic and organic ,mechanistic structure is
featured with stable environments ,tasks are broken down in to specialized and separate tasks
,strict hierarchy of authority, vertical communication and all decision are made at the top .on
the other hand organic organization structure is characterized by tasks adjusted and refined by
employee interaction ,less hierarchy of authority decentralized decision making ,and lateral
communication. Both structures have their own impact on the effectiveness of
communication.

Effectiveness of communication can be represented by clarity, legality, Validity ,and

reliability of the communication organizational structure determine the clarity
understandability, reliability and validity of communication which in aggregate determines
the effectiveness of communication as shown on figure one below

15
Figure 2 Conceptual framework

Organizational structure

 Mechanistic

 Organic

Effective communication

 Clear

 Legal

 Reliable

 Valid

 Understandable

16
CHAPTER THREE

3. RESEARCH METHODOLOGY
To collect and analyze the data the researcher has used the following methodology.

3 .1 Description of the Study Area

Hossana Town is the administrative capital and commercial center of Hadiya zone, is found
in Central Ethiopia Regional state. Central Ethiopia is one of the thirteen regional states in the
Federal Democratic Republic of Ethiopia (FDRE). It was a newly established region whose
geographic location is between 40 4', 80 58' north latitude, 340 88', and 390, 14' east
longitude. It shares boarders with in northwest and Oromia region in the south, east and
southeast and also shares boundaries with south Ethiopia and south east Ethiopia regional
states and divided in to seven zones and three special woredas. These include Hadiya,
Gurage, Halaba, Silte, Yem, Kembata, Misrak Gurage and Kebena, Mareko, and Tembaro
special woreda. The state center of the region is Hosanna city which is administered under
city administration at the status of a Zonal government (Hossana city Municipality, 2024). A
town is located southwest of Addis Ababa at distance of 232 Km via Almegena-butagera
routes, 280 Km from via Wolkite route and 305 Km via Ziway.

Hossana Town is also located in south east approximately 168 Km away from Hawassa via
Halaba-Angecha and 203 Km via Halaba-Durame from Hawassa, a capital of South Nation
Nationalities Peoples Regional State and 97Kms north of wolyita Sodo Town and 76 Km
North of Durame Town. The Town comprises three sub towns and eight kebeles.
Administrative area of Hosanna Town is 10414.3 hectare of which 4585.48 hectare has been
well master planned. The town covers about 100Km2 of land. Based on CSA 2007 the
population census result, the current population of the town is projected to reach 97,184 at the
end of 2013 out of which 49,322 are male and 47,863 are female are estimated(CSA,2014).
The rapid population growth and town expansion was rural to urban migration as a result of
remittance send from South Africa and high trading center (rate) in the town. Hossana Town
has different religious followers among them Protestant, Orthodox and Muslim were found.

The economic base of the community surrounding Hosanna Town is agriculture. Residents in
the outskirt of the town are agrarian and semi-agrarian. However, majority of the residents in

17
the town centre are engaged in various activities other than agriculture. They are engaged in
trade and business activities significant number of them are employed both in public and
private institutions. Like in other towns in the country there are people who are unemployed
and in addition to those engaged in casual labour work (Hossana Town Finance and
Economic Development Office report, 2022). Hossana Town is found at the southern edge of
the western plateau of the physiographic region. Its location on a topographically high place
makes the town serve as a divide for the Gibe Omo and Rift Valley Lake drainage basin. The
elevation within the town ranges from 2400meters. The five years annual average
temperature of the town is found to be 18.50c. This shows that the town is mainly
characterized by highland (‗Dega„) agro climatic zone. Hossana Town is situated on amid-
agro ecological zone and its mean annual rainfall is 5606.6mm (Hosanna Town Finance and
Economic Development Office report, 2024).

The geographical location of the town is between 70 31„00„„and 7035„0„„N Latitude and
37050„0„„and 37054„0„„E Latitude. The town covers about 100 Km2 of land. Hossana Town
currently is one of among nine towns selected for modern growth by the regional government
of Central Ethiopia Regional state.

Figure 3.1 map of study area

18
3.2 Research design
The research project will use descriptive method for the purpose of collection evidence data
because it helped to describe the impact of organization structure on effective
communication.

3.3 Data type and source

The source of the data includes both primary and secondary data. The primary data will be
collected from questionnaire and interviews in the employee and manager of customer
service. Secondary source data were collected from records written documents and manual
written about the organization.

3.4 Data collection techniques

To collect the relevant data from the study different data collection tools used. Self –
administered questionnaire will be prepared and distributed to respondents (employees).To
support the data obtained through questionnaire, interview was conducted with the manager
of the organization. The secondary data will be gathered by reviewing recorded documents,
books and manual from the organization and the internet.

3.5 Sampling technique and sample size

The sampling technique that the researcher will be used this study will stratified random
sampling. First populations are divided in to sub groups/ strata. Such as: Ethiotelecom
employees and supervisor and manager.

The reasons for selecting of stratified random sampling were:

Every items or person in the population has chance of being selected for the sample

According to Israel (Glenn (1992), the role of sample size determination, sample size of the
above data determined were mathematically as follows:

Mathematically n= n==71
n1=n (=71 (=37 Where, N=total no of population
n2=n (=71 (=7 n=Sample size
n3= n () =71 (21 e=Sample error
n4=n (71 () =6
N1= total population of first population subgroup

19
N2=total population of the second population subgroup
N3=total population of the third population subgroup
N4= total population of the forth population subgroup
n1= sample size of the first population subgroup
n2= sample size of the second population subgroup
n3= sample size of the third population subgroup
n4= sample size of the forth population subgroup.
Therefore, the total sample elements will be 71.

3.6 Data analysis technique

After collection of needed data, the data will be organized and analyzed using simple
descriptive analysis statics like percentage and table that the relevance organization structure
on effective communication. Finally, the result of the analysis will be expressed through
tabulation and narrative way.

3.7 Ethical consideration

The researcher ensured ethical standards will be followed during the study. Free consent was obtained
from all participants and they were free to withdraw at any time without consequence. The researcher
maintained politeness and avoided aggression or hostility when engaging respondents. Questions were
asked respectfully to obtain willing participation. Confidentiality of responses was also

strictly upheld - any information shared by participants was kept private and not disclosed elsewhere.
The study was conducted with high integrity, protecting the privacy and autonomy of all individuals
involved.

20
CHAPTER FOUR

4. ANALYSIS, PRESENTATION AND INTERPRETATION

This chapter deals with the analysis and interpretation of data collected on the impact
generation of organization structure on effective communication. This data obtained from the
sample population involved in the descriptive study is the framework of the impact of
Organization structure on effective communication governmental organization in Ethio
telecom wolaita premium service center wolaita zone, in southern Ethiopia. The findings are
made based on answers in the questionnaires filled by the employees and also the interview
with head opinion.

Table 4. 1 response rate

Item Number of respondent Percentage (%)

Questioners distributed 71 100
Questionnaires collected 66 93
Missed 5 7
Source; Own Survey Questioners, 2025

As sown in the above table among questioners distributed by researchers 66(93%) is

collected and analyzed while 5(7%) is missed.

Part One: Demographic Characteristic of Respondents

Table 4. 2 Classification of respondent based on gender, age, education level and marital status

No Item Number of Percentage (%)

respondent
1 Gender
Male 40 61
Female 26 39
Total 66 100
2 Age
Below 30 year 15 23
30-40 year 30 45
41-50 year 16 24
Above 50 5 8

21
Total 66 100
3 Education level
Blow diploma - -
Diploma 16 24
Degree 36 55
Degree and above 14 21
Total 66 100
4 Marital status
Single 26 39
Married 36 55
Divorce 4 6
Total 66 100
Source; Own Survey Questioners, 2025

The above table 4.2(1) shows that 40(61%) of respondent were male and the rest of 26(39%)
the respondent were female.

The above table 4.2 (2) shows that 15(23%) the respondents group is below 30 years, 30
(45%) of respondent age group is between 31-40 years, 16(24%) of respondent age group is
between 41-50 years, the reaming of 5(8%) respondent age group is above 50 years.

As shown the above table 4.2 (3) from the total respondent 16(24%) of respondent are
diploma, 36(55%) of respondent are degree and the rest of 14(21%) of respondent degree and
above holders.

Table 4.2 (4) also shows that 26(39%) respondent said single, 36(55%) respondent were said
married and the remaining 4(6%) of the respondent were divorce.

Part Two: Effective Communication

Key 5=strongly agree, 4=agree, 3=neutral, 2=disagree, 1=strongly disagree

Table 4. 3 Factors Contributing to Communication Effectiveness with the Boss

No Question Alternative Number of Percentage (%)

respondent
1 I communicate to my boss 5 20 30
whenever I went to 4 33 50

22
communicate 3 - -
2 8 12

1 5 8
Total 66 100
2 The communication I 5 21 32
make with my boss is 4 34 51
clear
3 1 2

2 6 9
1 4 6
Total 66 100

3 The communication I 5 19 29
make with my boss is 4 36 54
understandable 3 - -
2 7 11
1 4 6
Total 66 100

4 The 5 25 39
communication I 4 30 45
make with my 3 - -
boss is legal 2 8 12
1 3 4
Total 66 100
5 The 5 23 35
communication I 4 33 50
make with my 3 1 2
boss is timely 2 5 7
1 4 6
Total 66 100

23
6 My boss gives 5 15 23
me sufficient 4 28 42
options to give 3 5 8
my feed back 2 10 15
1 8 12
Total 66 100
7 The information 5 18 27
I get from my 4 37 56
boss is valid and 3 - -
reliable 2 6 9
1 5 8
Total 66 100
8 Most of the time 5 23 35
my boss uses 4 28 42
information 3 - -
technology to 2 12 17
communicate 1 4 6
with me
Total 66 100
9 I do not lie to my 5 38 58
boss 4 20 30
3 - -
2 5 8
1 3 4
Total 66 100
10 My boss knows 5 10 15
if I lie in certain 4 15 23
circumstance 3 5 7
2 20 30
1 16 24
Total 66 100
Source; Own Survey Questioners, 2025

24
The above table 4.2(1) indicates 20(30%) of the respondents strongly agree and 33(50%) of
respondents agree that they could communicate with the boss whenever and wherever they
want it to happen. However, 8(12%) of the respondents disagree while 5(8%) of the
respondents strongly disagree about the openness of the communication. The data indicates
that about 80% of the respondents witness the existence of open communication in
organization.

The above table 4.3(2) 21(32%) of the respondents strongly agree and 34(51%) respondents
agree as the communication between the boss and employee is clear. However, 1(2%) 0f the
respondent is neutral, 6(8%) of the respondents disagree and 4(6%) of the respondents
strongly disagree on the existence of clear communication. The data indicates that
organization in Wolaita Sodo Town make clear communication.

According to table 4.3 (3) 19 (29%) of respondents strongly agree and 36 (54%) of the
respondents agree on the understandability of the communications between the boss and
employees. nevertheless 7(11%) of respondents agree that the communication makes with
boss is understandable the rest of 7(11%) of the respondents and 4(6%) of respondents
respectively dis agree and strongly disagree on the understandability of the communication.
From this table the researcher concludes that the communication between the boss and
employee is understandable.

According to the table 4.3(4) 25(39%) of respondents strongly agree about the existence of
legal communication between the boss and employee while, 30(45%) of the respondents
agree that the communication made with boss is legal. However the rest of 8 (12%) of
respondents and 3(4%) of the respondents disagree & strongly disagree about the existence of
legal communication respectively. As shown on the table 4.3(5), 23(35) and 33(50%) of the
respondents strongly agree and agree that the communication with the boss is timely,
However 1(2%) respondents are neutral while, 5(7%) respondents and 4(6%) respondents
disagree & strongly disagree on the timeliness of the communication respectively. From
this one the researchers conclude that majority respondents agreed that communications are
timely.

Table 4.3(6) indicates that 15(23%) respondents strongly agree that boss gives sufficient
options to feedback while, 28 (42%) of respondents agree that there is sufficient options to
express feedback. 5(8%) of respondents are neutral about the feedback, however, 10 (15) 0f
respondents and 8(12%) of respondents disagree &strongly disagree about the availability of

25
feedback opinion respectively. This indicates that boss in governmental organization in
administration gives sufficient opinion for feedback.

As indicated in table 4.3(7) 18(27%) respondents strongly agree that the information obtained
from boss is valid and reliable. While, 37(56%) agree on the same .point. However, 6(9%) of
respondent and 5(8%) of respondent disagree and strongly disagree regarding the valid and
reliable information respectively. The data indicate that information sourcing from boss in
governmental organization is valid and reliable.

According to table 4.3(8) 23(35%) 0f respondents strongly agree that on using information
technology to communicate while 28(42%) agree on the point nevertheless, 12(17%) and
4(6%) of respondents are disagree and strongly disagree respectively on the issue indicate
that the organization use information technology for communication.

As shown in the table 4.3(9) 38 (58%) of respondents strongly agree not lie with boss
,20(30%) respondents agree do not lie during communication and the reaming 5(8%)&
3(4%) 0f respondents disagree & strongly agree respectively.

On the table 4.3(10) , 20 (30%) respondents strongly agree boss knows there is lie certain
circumstances. 16(24%) respondents agree the boss knows lie in the certain circumstances
but the rest of 5(7%), 15(23%) &10(15%) of the respondent are neutral, disagree &strongly
disagree respectively.

Part three: Organization structure

Key 5=strongly agree 4=agree 3=neutral 2=disagree 1 strongly disagree
Table 4. 4 Ethiotelecom wolaita service center

No Question Alternative Respondent

Frequency Responde
nt
1 Our organizational structure 5 10 31
has been change many times in 4 15 47
the last 5 years 3 1 3
2 1 3
1 3 9.5
Total 32 100

26
2 Our organizations structure is 5 14 44
flexible and allows change in 4 16 50
the work place 3 - -
2 1 3
1 1 3
Total 32 100
3 Easy to make horizontal 5 11 34
communication formally other 4 18 56
departments 3 1 3
2 1 3
1 1 3
Total 32 100
4 Our organizations favors teams 5 2 6
working instead of individual 4 2 6
working 3 - -
2 16 50
1 12 38
Total 32 100
5 Our organization use 5 11 34
information technology for 4 10 31
communication 3 - -
2 6 19
1 5 16
Total 32 100
6 In our organizations letters and 5 8 25
formal meeting are 4 20 63
communicated viva in email or 3 2 6
other electron menace 2 2 6
1 - -
Total 32 100
Source: Own Survey Questioners, 2025
As seen on the above table 4.4 (10) 9(31%), 15 (47%), 1 (3%) the respondents were strongly
agree, agree neutral respectively and the remaining 3(9.5%) were goes disagree and strongly

27
disagree that Wolaita Sodo town organizational structure has been changed many times in
the last five years.

From the above table 4.4 (2) show that 14(44%) and 16 (56%) strongly agree and agree the
remaining 1(3%) the respondents both disagree and strongly disagree that the organization
structure has been flexible and allowed change in the work place.

Table 4.4 (3) show that 11(35%) and 18 (56%) of the respondents strongly agree and agree
the other 1(3%) of the respondents neutral, disagree and strongly disagree respectively that
municipality organization easy to communicate horizontally with other department.

Table 4.4 (4) show that 2(6%) of the respondents were both strongly agree and disagree that
the respondents the organization favor team working instead of individual working.

From the above table 4.4 (5) show 11(34%), 10(31%), 6(19%) and 5(16%) of the respondents
strongly agree, agree, neutral, disagree and strongly disagree.

From the above table 4.4(6) shows that 20(63%) of the respondent strongly agree, agree and
the rest 2(6%) of the respondent both neutral & disagree that the organization letter and
formal meeting are communicating used to communicating via email or other electronic
means.

Table 4. 5 Premium Service Center

No Question Alternative Respondent

Frequency Percentag
e
1 Our organizational structure 5 5 23
has been change many times in 4 10 47
the last 5 years 3 1 3
2 3 14
1 2 9
Total 21 100
2 Our organizations structure is 5 3 14
flexible and allows change in 4 13 62
the work place 3 2 9.5
2 1` 5

28
1 2 9.5
Total 21 100
3 Easy to make horizontal 5 4 19
communication formally other 4 12 57
departments 3 - -
2 2 10
1 3 14
Total 21 100
4 Our organizations favors teams 5 14 66
working instead of individual 4 3 14
working 3 1 5
2 2 10
1 1 5
Total 21 100

5 Our organization use 5 6 28

information technology for 4 10 47
communication 3 - -
2 2 10
1 3 14
Total 21 100
6 In our organizations letters and 5 4 19
formal meeting are 4 8 38
communicated viva in email or 3 4 19
other electron menace 2 3 14
1 2 10
Total 21 100
Source; Own Survey Questioners, 2025

As seen on the table 4.5(1) 5(23%) of the respondent strongly agree the agree cultural
organizational structure has been changed many times in the last five years, 10 (47%) of the
respondents also agree that organization structure has been changed many times in the last

29
five years and the reaming 1(7%),3 (14%)and 2(9%) of the respondent response are neutral
.disagree and strongly disagree respectively.

From the above table 4.5(2) show that 3(14%) , 13(62%) ,2(9.5%) ,1(5%) and 2(9.5%) of the
respondents response were strongly agree, agree, neutral ,disagree & strongly disagree
respectively that the organization structure is flexible and allow changes in the work place.

From the above table 4.5(3) indicated that 4(19%) ,12(57%) ,2(10%) ,3(14%) of the
respondent response strongly agree , agree , disagree , strongly disagree respectively that the
agree cultural center easy to make horizontal communication formally with the other
department.

As shown the above table 4.5(4) 14(66%), 3(14%) 1(5%), 2(10%) and 1(5%) of the
respondent strongly agree, agree, neutral .disagree and strongly disagree respectively that the
organization favor team working instead of individual working.

As indicated the above table 4.5(5) implied that 6(28%) ,10(47%) ,2(10%) and 3(14 %) of the
respondent strongly agree ,agree, disagree ,strongly agree respectively that the organization
applies with information technology for communication .

According to above table 4.5(6) implied that 4(19%) ,8(38%) ,4(19%) ,3(4%), and 2(10%) of
the respondent strongly agree , agree, neutral ,dis agree, strongly agree respectively that the
organization uses letter formal meeting are communicated via email or other media. Based on
above statement from table 4.5(1_6) the researcher conclude that the organization structure is
flexible, easy to communicate, use information technology this show that organic
organization structure.

Table 4. 6 SSWR Human Resource.

No Question Alternative Respondent

Frequency Percentag
e
1 Our organizational structure 5 2 33
has been change many times in 4 3 50
the last 5 years 3 - -
2 1 17
1 - -

30
Total 6 100
2 Our organizations structure is 5 2 33
flexible and allows change in 4 2 3
the work place 3 - -
2 1 17
1 1 17
Total 6 100
3 Easy to make horizontal 5 3 50
communication formally other 4 2 33
departments 3 - -
2 1 17
1 - -
Total 6 100
4 Our organizations favors teams 5 4 66
working instead of individual 4 2 34
working 3 - -
2 - -
1 - -
Total 6 100
5 Our organization use 5 2 33
information technology for 4 2 33
communication 3 - -
2 1 17
1 - -
Total 6 100
6 In our organizations letters and 5 1 17
formal meeting are 4 2 33
communicated viva in email or 3 1 17
other electron means 2 1 17
1 1 17
To 6 100

Source: Own Survey Questioners, 2025

31
From the above table 4.6(1) show that 2(33%) of respondents strongly agree the organization
structure has been changed many time times in the last five years, 3(50%) of the respondents
responses agree that organization structure has been changed in times the last five years and
the remaining 1(17%) of respondents disagree the organization structure has been changed
many times the last five years.

From the above table 4.6 2(33%) a respondents the both strongly agree and disagree the
organization structure flexible and allows change the place and the remaining 1(17%) of the
respondents both disagree and strongly disagree.

From the above table 4.6(3) 3(50%) of the respondents strongly disagree the horizontally
communication applied with the other department and 2(33%) of the respondents also agree,
the remaining 1(17%) of a respondents strongly disagree that is to make the horizontally
communication with the other department.

On the table 4.6(4) show that 4(64%) and 2(36%) of the respondents strongly agree and agree
the organization face team working instead of individual working.

From the table 4.6(5) shows that 2(33%) and 3(50%) and 1(17%) of the respondents were
strongly agree, agree and strongly disagree respectively that the organization use information
technology for communication purpose.

As shown the above table 4.6 (6) of the respondents 1(17%), 2(33%), 1(17%) of the
respondents response strongly agree, agree, neutral strongly disagree respectively
organization letter and formal meeting are communication email.

Based on table 4.6(1 – 6) the researcher concluded that the communication relationship and
human resource development service organic organizational structure because the
communication service were applied that the characteristics of organic organizational
structure.

Those were authority to control central task is delegate, face to face contact for coordination
work process tends to be unpredictable and also people work together and different capacity
simultaneously and over time.

32
33
CHAPTER FIVE

SUMMARY OF FINDINGS, CONCLUSIONS AND

RECOMMENDATIONS
5.1 Summaries of findings
The main findings of the project is discussed and summarized to give an insight into the basic
issues of all research projects, knowledge gained from the findings used to make necessary
recommendation. The researcher projects was intended to assess the impact of organization
structure on effective communication in case of Wolata sodo premium service center in
southern Ethiopia From the totals of 250 employees, the researcher distributed 71
questionnaire to the selected sample and 66 questionnaires are returned and 5 questionnaires
were no returned. Majority of employees of wolaita sodo premium service center in wolaita
zone southern Ethiopia was male. Among the total employees there were high rate of age
between 31 and 40 are productive most of employer were degree holder among the total
employee of 66. Most of ethiotelecom southwest region Ethiopia followed organic
organizational structure characterized by task devoted and refined employee interaction,
decentralize decision making and lateral communication but it has own impact of
communication.

5.2 Conclusions
 This paper has varies point regarding to the impact of organization structure on
effective communication. The data only analysis which mainly based on
questionnaires and interview used that there are strongly engage and communication.
Based on the investigation this study the researcher has provided the following
conclusion
 The organization possessed good communication so, communication a key to
successes. The major aims communication process is to achieved understanding and
commitment.
 As indicated analysis of the study clarity is a very important factor affecting
communication. Whatever the method adopted the communication must be clear
about what the Conceptual sender wants.

34
 From the analysis of the study it is indicated that majority of respondents support that
formal communication among department is successful.
 As the majority of responses of employees indicate open discussion is common in
relation with formation of legal, valid, reliable, timeable and common issues in
different levels of hierarchical chains of workers.
 The effective communication contributes the organizational success and it provide
message accurately at specified time to worker in organization. Also effective
communication coordinates each staff member to accomplish tasks working together
to organization success.
 Most of Ethiotelecom has been followed organic organizational structure,
organization is a network of persons or teams, and people work in different capacity
simultaneously and over time manager should try and develop structure that would be
suitable to organization needs at particular time. Manager should also structure
organization to suit be the organization employee‟s needs. In effective communication
decrease employee‟s performance absolutely. This may the result employees are fall
goal to determine goal effective, does not run operation smoothly and are highly
inefficient poor output quality.

5.3 Recommendation
 As indicated analysis of the study there is some problems between employee and boss
so, to communicate effectively in the organizational structure the following points
were advisable since effective communication is very critical perquisite for maintain
harmonious relationship in the organizational hierarchy:
 Use standard terminology when communicating information
 Request and provide clarification when needed
 Ensure statement are direct and an ambiguous
 Inform the appropriate individuals when the mission or plans change
 Communicate all information needed by those individuals or teams external to the
team
 Use non-verbal communication on appropriately
 Use proper order when communicating information
 As majority response of employee indicates the problem of team working so, it
preferable to the organization making effective communication calls for coordinated
effort. Good communication like other high quality output is very much the result of

35
hard work. Good communication does not occur accidentally. It calls for proper
planning understanding human behavior, choice of physical facilities, mechanical or
electronic devices and the organization context. It is necessary to understand essentials
of good communication and work toward achieving them.
 It is advisable for the organization to eliminate factors that hinder flout of
communication that is held with on organization to make employees confidential about
their job security and sustainability the organization have to eliminate those factors.
 Difference in attitude of employees towards communication was the major factor that
affect communication role not to achieve its goals. Thus, the management advised to
encourage the employees‟ attitude on positive thinking of communication.
 Communication within organization was sufficient. So the management is advised to
encourage these sufficient communications in to more effective that result to
organizational productivity.
 From analysis of the study timing problem seen so, better to know organizations most
messages have a time values. Action can flow only if the communication reaches in the
time. Pertinent to individuals as well as business.
 The organization should use the internally upward, downward and lateral or horizontal
communication approach. This make the manager and workers in the organization
interchange their idea, opinion and information fairly to participate in activity
performed.
 Understand the complexity or the process and how it can be influence and taking it
correction action and It is advantages for the organization to strengthen open discussion
through clear, understandable, legal, reliable, valid effective communication.

36
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 Teshome, S., & Alemu, M. (2017). The Impact of Training and Development on
Employee Performance: A Case Study of Wolaita Sodo University. Journal of
Business and Management, 19(3), 1-15.
 World Bank. (2021). World Development Indicators 2021. World Bank

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Appendix
Worldbright College

College of business and economics

Department of Business Management

Questionnaires for Employee

Dear: respondent, the questionnaires attached hire are based on the impact of organizational
structure on effective communication with a case from governmental organization in Wolaita
Sodo in southern Ethiopia. It aimed at obtaining information for a research project as part of
the necessary requirement for the award of (BA) degree in management.

Honest, clear and objective responses to the question would be highly appreciated. All
information provided should be treated with high confidentiality and would be used for this
academic exercise; hence, you are not required to write your name.

Thanks for your cooperation!

Part one: personal information

Put “√” mark inside the box for those questions with chose.

1. Gender: Male Female

2. Age: Below 30 years 40 -50 years

30-40 years above 50 years

3. Education: Below diploma Degree

Diploma Degree and above

4. Marital status: Single Married Divorce

Part two: effective communication

Key 5 =strongly agree 4= agree 3= neutral 2= disagree 1= strongly disagree

5 4 3 2 1
1 I communicate to my boss whenever I wont to communicate

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2 The communication I make with my boss is clear
3 The communication I make with my boss is understandable
4 The communication I make with my boss is legal
5 The communication I make with my boss is timely
6 My gives me sufficient option to give my feed back
7 The information I get from my boss is valid and reliable
8 Most of the time my boss use information technology to
communicate with me
9 I don‟t lie to my boss
10 My boss knows if I lie in certain circumstance

Part three: organizational structure

Key: 5=strongly agree 4= agree 3= neutral 2= disagree 1= strongly disagree

5 4 3 2 1
1 Our organization structure has been changed many times in last five
years
2 Our organization structure is flexible and allow change the work place
3 It is easy to make horizontal communication formally with other
department
4 Our organization favors team working instead of individual working
5 Our organization is uses information technology for communication
6 Our organization , letters and formally meeting are communicated via
emails or other electronics means

Part four: interview with the boss

1) Do you have a well-structured communication channel to communicate with your

workers?

Yes No

2) If you‟re answered is “yes” in question 1(one) above, please, mention the type of
communication channel you use.

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3) Please prioritize communication channels mention below according to you usage
nowadays.

Face-to-face talk Email Telephone / cell phone

Online /internet/instant message Texting (mobile) Memo/document

Others ………………………………………………………………………………

4) do you think or your communication are well understood by your employee

Yes NO

5) If you answered is “yes” in question “5” above which communication channel favors
more for such effective communication.

Face to face talk Email Telephone/cell phone

Online/internet/instant message Textile (mobile) Memo/document
Others…………………………………………………………………

6) What are the measure communication problem between you and worker in your
organization

Individual problem Semantic problem Physical problem

Organizational problem

Others (specify)………………………………………………………………………………

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