The role of communication in the management of a services company in the Silesian region

Abstract

Purpose: This paper aims to determine the impact of communication on organizational leadership. It highlights the role of the manager as a key figure in the enterprise and examines how their relationships with superiors and subordinates influence managerial effectiveness. It also explores what managers can do to perform their duties more effectively. To achieve the research objective, the general hypothesis was formulated: communication facilitates company management, and its high quality increases employee efficiency. Design/methodology/approach: The study was conducted in a company located in the Silesian Region, which operates a nationwide network of nearly 250 customer service points. A diagnostic survey method was used, with a questionnaire as the primary research tool. An electronic survey consisting of 17 research questions and 6 demographic (metric) questions was administered to 170 employees working in the service company. Findings: The collected empirical data confirm the general hypothesis that communication facilitates company management and that its high quality enhances employee efficiency. Research limitations/implications: The study has a pilot nature. Its purpose was to verify the planned research procedure, including the selection of surveyed enterprises and the research tools used. The pilot study tested not only the research process but also the clarity of the questions and the quality of the responses provided by participants. The results confirmed the importance of the issue under investigation. It is recommended to expand the study by increasing the number of surveyed employees in service companies within the Silesian Region. Practical implications: It is recommended that company management regularly provide training for both employees and themselves in the field of communication. Emphasis should be placed on overcoming communication barriers, interpreting verbal and non-verbal signals, and, most importantly, building relationships and trust. Such initiatives should ultimately enhance employees’ skills and competencies. Originality/value: This paper addresses a gap in research concerning the role of communication in the management of service enterprises in the Silesian Region. A novel contribution of this study is the demonstration that employees are aware of the importance of effective communication in both personal and professional life. Keywords: communication, management, service enterprise. Category of the paper: empirical reserch.