Description
Gunadevi K. Jeevi Subramaniam
Politeknik Sultan Azlan Shah
devi@psas.edu.my
Darshni Gunasekaran
Touch Education Group
darshnigunasekaran@gmail.com
Hema Muniandy Portorajo
Politeknik Sultan Azlan Shah
hema@psas.edu.my
Abstract
Effective communication is vital in the banking sector, influencing both internal operations and customer interactions. This study investigates communication skills and apprehension among banking professionals across various contexts, including one-on-one dialogues, group discussions, meetings, and public speaking engagements. Utilizing a quantitative approach, data were collected from 110 participants using a structured questionnaire. Results indicate varying comfort levels among participants, with higher ease in familiar settings compared to unfamiliar or formal scenarios. Challenges such as fear of judgment and communication errors were prevalent, underscoring the impact of apprehension on job performance. The study also examines the role of communication skills training in mitigating apprehension and enhancing overall effectiveness. Findings suggest that targeted training programs significantly improve confidence and competence, contributing to better client service and internal collaboration. These insights inform recommendations for tailored training initiatives aimed at bolstering communication competence and reducing apprehension among banking professionals.
Keywords: Communication Skills, apprehension, Banking Professionals, Social Interactions
| Full Name (In Capital Letters) | GUNADEVI K JEEVI SUBRAMANIAM |
|---|---|
| devi@psas.edu.my | |
| Kurum / University / Affiliated Institution | POLYTECHNIC SULTAN AZLAN SHAH MALAYSIA |
| Akademik Ünvan/ Academic Title | Dr. |
| Country | MALAYSIA |
| Telefon / Phone Number | +60-0124309954 |
| Katılım Tipi /Participation Types | Çevrimiçi /Online |
| Sunum Dili /What Will Be The Presentation Language? | English |
| Where Do You Want to Publish the Full Text? | In order to publish it as an article, I will organize it according to the format of the journals that support the congress and send it to one of those journals. |
