Communication and Organisational Change: The Ntepsmart Model

Abstract

The study was borne out of the recognition of the role of communication as a catalyst for change and a key factor .in organizational change management. NTEPSMART, a chain retail store since 2021 till date has made significant changes in its method of operation across its several branches in Akwa Ibom state. Consequently, this study sought to identify those changes (innovations), assess the role that communication played in the change processes as well as the perception of employees regarding the impact  of these changes on the organization. The survey method was adopted for the study with an interview schedule and questionnaire as measuring instruments. Findings revealed that many innovations including the creation a formal organogram for the organization, creation of a customer service Department as well the introduction of e-payment platform for staff salaries among others. Face to face channels were perceived as the most effective channel of communicating the changes/innovations while employees had a positive perception of the impact of the change on the organization. The study recommended continuous use of Face to face channel of communication in order to leverage on all the advantages it has.