Feature/OPED
SMEs: Improve Business Performance through Communication
By Timi Olubiyi, Ph.D
All businesses and organisations need to figure out how to stay afloat and also add value to their customers and audience during this new normal occasioned by the novel coronavirus (COVID-19).
Recall, COVID-19 has caused major disruptions to your daily operations and business processes.
Effective business communication is one of the basic strategies to adopt to cushion the effect. It entails sharing information between employees within an organization and also outside which particularly would involve the customers.
Communication to consider can entail alterations of the process to deliver your product or service, developing a new product or product line, or targeting different market segments and so on.
Effective communication is the key to a successful business and can help greatly at this time. Kindly note that it could take the form of stakeholder engagements, talking to vendors or customers, even talking to colleagues’ face to face or within departments through the use of a computer, smartphone, or telephone.
More importantly, regardless of the communication channel communicating accurately is essential. Whether the purpose is to update customers on new products or price differentials, to the traffic situation, to ensure safety, or to listen to the attitudes of employees, effective communication is an integral issue in effective management.
Occasionally, in the workplace, communication can also include behavioural patterns, body language, and even facial expressions, rather than the plain exchange of words.
In today’s competitive market and current realities, no matter the size of your business, proper business communication is critical to success and sustainability. It can also enhance organisational survival at this time of high business uncertainty.
Undoubtedly, effective communication can establish good interpersonal, strong working relationships, and facilitates cooperation within the staff of an organisation, which can help to overcome difficulties.
In fact, communication plays a significant role in product development, product launching, change in service orientation. change in business offerings, marketing, and employee management.
In a simple context, virtually every facet of business operation can be impacted either negatively or positively with communication.
Therefore, to be effective in a modern business environment and Post COVID-19, an effective communication process should be adopted, which should be two-way. That is effective communication should be complemented with active listening.
Ordinarily, it should involve the exchange of information between two or more individuals at all organisational levels. That said, when this communication is open and continuous amongst business stakeholders, customers, and employees, it can help make and maintain business objectives, and keep potential workplace conflicts from getting out of hand.
More so, when organisation expectations and issues are regularly discussed and solutions proffered in both formal and informal settings, all members of staff will have a better understanding of the status of the working relationship, business objectives, and all necessary interests will also be protected.
For instance, being attentive to customer feedbacks, shareholders’ expectations, employee issues, and concerns builds loyalty, trust and drives improved productivity.
Therefore, do not make assumptions of experience and connection of customers to your business or organisation, simply talk to them.
Ensure making honest conversations at all times to get meaningful feedback. It will be wrong to assume clients/customers already know the values, services your organisation render.
Take the time out to communicate and let clients know about your great services, changes in your organisation and also the expectations during this new era where social distancing is germane on everyone’s mind due to the COVID-19 environment.
It is important to state that having effective communication can help businesses in so many ways, essentially for enterprise to achieve success.
Surveyed businesses within Nigeria indicated that effective communication can boost employee morale, give workplace satisfaction, promote efficiency, improve growth in revenue, and increase customer engagement.
In response to the recent survey, business operators also indicated that effective communication also helps to lessen the chances of misunderstandings and potentially reduce grievances and even complaints or litigations in the business.
Ultimately, it can improve processes, procedures, and create greater efficiencies, and reduces costs in the business. Conversely, a lack of it or ineffective communication is seen to lead to employee frustration, lower productivity, absenteeism, and increased employee turnover rate.
It may also increase the chances for misinterpretations, tarnish business or organisation’s goodwill, damage relationships, break trust, and increase anger and hostility.
Unlike everyday communications, business communication is vital and must be taken seriously by business operators and entrepreneurs.
Significantly, internal and external communication is important for any organization to function effectively. Proficient internal communication is achieved when all employees, no matter the level of seniority, can engage in information sharing easily and also pass on information with one another. It should encompass formal and informal communication throughout an organisation, including communication with upper management, while external communication largely involves clients/customers, investors, shareholders, and vendors.
Communication with them should involve effective interaction with them at all times or the business will suffer and die. Essentially, the customer is king and key to business survival.
Consequently, establishing a feedback mechanism can help business operators monitor service and product progress with customers, which can help with strategic adjustments to any anticipated change in the market, even with current realities.
Accordingly, developing and encouraging effective communication internally and externally among staff, vendors, and customers/clients is an important skill that all business operators must leverage.
In business, therefore, communication can make the difference between success and failure. So, no method of communication in form of feedback, engagement, interaction, listening and business conversation should be ignored or avoided.
Make it a desirable habit to acknowledge feedbacks especially on social media and email communications. With the multiple access and channels to communicate remotely, employees, business stakeholders, and customers can be encouraged to communicate on-the-go easily.
Furthermore, relevant responses to queries, feedback, and inquiries can be achieved instantaneously with the internet, cascading the information within the organization effortlessly. In the business place, this important information and documents should be easily accessible when required because information plays a critical role in how the business and employees interact.
In conclusion, communication is a crucial and significant element in any business set up. Therefore, business organisations should have comprehensive policies and strategies for communicating with customers, employees, and stakeholders as well as with the community at large.
A business should leverage technology for integrated communication and every channel of communication should be considered effectively- social media, websites, internets, phone calls, adverts, letter writings, and so on.
Software like Zoom, Skype, GoToMeeting, and other video/audio conferencing technology has made it easier for businesses to communicate with employees, vendors, and clients. Business operators and entrepreneurs should equally adopt a link between communication and strategic plan of the organisation, which can include the organization’s mission, vision, and values to come up with a communication strategy for the business.
If you are concern about enhancing or on how to build an effective communication strategy in your business, you may need to urgently reach out to a professional for essential advice. Good luck!
How may you obtain advice or further information on the article?
Dr Timi Olubiyi is an Entrepreneurship and Small Business Management expert with a Ph.D. in Business Administration. He is a prolific investment coach, business engineer, Chartered Member of the Chartered Institute for Securities & Investment (CISI), and a financial literacy specialist. He can be reached on the twitter handle @drtimiolubiyi and via email: [email protected], for any questions, reactions, and comments.
Feature/OPED
The Future of Payments: Key Trends to Watch in 2025
By Luke Kyohere
The global payments landscape is undergoing a rapid transformation. New technologies coupled with the rising demand for seamless, secure, and efficient transactions has spurred on an exciting new era of innovation and growth. With 2025 fast approaching, here are important trends that will shape the future of payments:
1. The rise of real-time payments
Until recently, real-time payments have been used in Africa for cross-border mobile money payments, but less so for traditional payments. We are seeing companies like Mastercard investing in this area, as well as central banks in Africa putting focus on this.
2. Cashless payments will increase
In 2025, we will see the continued acceleration of cashless payments across Africa. B2B payments in particular will also increase. Digital payments began between individuals but are now becoming commonplace for larger corporate transactions.
3. Digital currency will hit mainstream
In the cryptocurrency space, we will see an increase in the use of stablecoins like United States Digital Currency (USDC) and Tether (USDT) which are linked to US dollars. These will come to replace traditional cryptocurrencies as their price point is more stable. This year, many countries will begin preparing for Central Bank Digital Currencies (CBDCs), government-backed digital currencies which use blockchain.
The increased uptake of digital currencies reflects the maturity of distributed ledger technology and improved API availability.
4. Increased government oversight
As adoption of digital currencies will increase, governments will also put more focus into monitoring these flows. In particular, this will centre on companies and banks rather than individuals. The goal of this will be to control and occasionally curb runaway foreign exchange (FX) rates.
5. Business leaders buy into AI technology
In 2025, we will see many business leaders buying into AI through respected providers relying on well-researched platforms and huge data sets. Most companies don’t have the budget to invest in their own research and development in AI, so many are now opting to ‘buy’ into the technology rather than ‘build’ it themselves. Moreover, many businesses are concerned about the risks associated with data ownership and accuracy so buying software is another way to avoid this risk.
6. Continued AI Adoption in Payments
In payments, the proliferation of AI will continue to improve user experience and increase security. To detect fraud, AI is used to track patterns and payment flows in real-time. If unusual activity is detected, the technology can be used to flag or even block payments which may be fraudulent.
When it comes to user experience, we will also see AI being used to improve the interface design of payment platforms. The technology will also increasingly be used for translation for international payment platforms.
7. Rise of Super Apps
To get more from their platforms, mobile network operators are building comprehensive service platforms, integrating multiple payment experiences into a single app. This reflects the shift of many users moving from text-based services to mobile apps. Rather than offering a single service, super apps are packing many other services into a single app. For example, apps which may have previously been used primarily for lending, now have options for saving and paying bills.
8. Business strategy shift
Recent major technological changes will force business leaders to focus on much shorter prediction and reaction cycles. Because the rate of change has been unprecedented in the past year, this will force decision-makers to adapt quickly, be decisive and nimble.
As the payments space evolves, businesses, banks, and governments must continually embrace innovation, collaboration, and prioritise customer needs. These efforts build a more inclusive, secure, and efficient payment system that supports local to global economic growth – enabling true financial inclusion across borders.
Luke Kyohere is the Group Chief Product and Innovation Officer at Onafriq
Feature/OPED
Ghana’s Democratic Triumph: A Call to Action for Nigeria’s 2027 Elections
In a heartfelt statement released today, the Conference of Nigeria Political Parties (CNPP) has extended its warmest congratulations to Ghana’s President-Elect, emphasizing the importance of learning from Ghana’s recent electoral success as Nigeria gears up for its 2027 general elections.
In a statement signed by its Deputy National Publicity Secretary, Comrade James Ezema, the CNPP highlighted the need for Nigeria to reclaim its status as a leader in democratic governance in Africa.
“The recent victory of Ghana’s President-Elect is a testament to the maturity and resilience of Ghana’s democracy,” the CNPP stated. “As we celebrate this achievement, we must reflect on the lessons that Nigeria can learn from our West African neighbour.”
The CNPP’s message underscored the significance of free, fair, and credible elections, a standard that Ghana has set and one that Nigeria has previously achieved under former President Goodluck Jonathan in 2015. “It is high time for Nigeria to reclaim its position as a beacon of democracy in Africa,” the CNPP asserted, calling for a renewed commitment to the electoral process.
Central to CNPP’s message is the insistence that “the will of the people must be supreme in Nigeria’s electoral processes.” The umbrella body of all registered political parties and political associations in Nigeria CNPP emphasized the necessity of an electoral system that genuinely reflects the wishes of the Nigerian populace. “We must strive to create an environment where elections are free from manipulation, violence, and intimidation,” the CNPP urged, calling on the Independent National Electoral Commission (INEC) to take decisive action to ensure the integrity of the electoral process.
The CNPP also expressed concern over premature declarations regarding the 2027 elections, stating, “It is disheartening to note that some individuals are already announcing that there is no vacancy in Aso Rock in 2027. This kind of statement not only undermines the democratic principles that our nation holds dear but also distracts from the pressing need for the current administration to earn the trust of the electorate.”
The CNPP viewed the upcoming elections as a pivotal moment for Nigeria. “The 2027 general elections present a unique opportunity for Nigeria to reclaim its position as a leader in democratic governance in Africa,” it remarked. The body called on all stakeholders — including the executive, legislature, judiciary, the Independent National Electoral Commission (INEC), and civil society organisations — to collaborate in ensuring that elections are transparent, credible, and reflective of the will of the Nigerian people.
As the most populous African country prepares for the 2027 elections, the CNPP urged all Nigerians to remain vigilant and committed to democratic principles. “We must work together to ensure that our elections are free from violence, intimidation, and manipulation,” the statement stated, reaffirming the CNPP’s commitment to promoting a peaceful and credible electoral process.
In conclusion, the CNPP congratulated the President-Elect of Ghana and the Ghanaian people on their remarkable achievements.
“We look forward to learning from their experience and working together to strengthen democracy in our region,” the CNPP concluded.
Feature/OPED
The Need to Promote Equality, Equity and Fairness in Nigeria’s Proposed Tax Reforms
By Kenechukwu Aguolu
The proposed tax reform, involving four tax bills introduced by the Federal Government, has received significant criticism. Notably, it was rejected by the Governors’ Forum but was still forwarded to the National Assembly. Unlike the various bold economic decisions made by this government, concessions will likely need to be made on these tax reforms, which involve legislative amendments and therefore cannot be imposed by the executive. This article highlights the purposes of taxation, the qualities of a good tax system, and some of the implications of the proposed tax reforms.
One of the major purposes of taxation is to generate revenue for the government to finance its activities. A good tax system should raise sufficient revenue for the government to fund its operations, and support economic and infrastructural development. For any country to achieve meaningful progress, its tax-to-GDP ratio should be at least 15%. Currently, Nigeria’s tax-to-GDP ratio is less than 11%. The proposed tax reforms aim to increase this ratio to 18% within the next three years.
A good tax system should also promote income redistribution and equality by implementing progressive tax policies. In line with this, the proposed tax reforms favour low-income earners. For example, individuals earning less than one million naira annually are exempted from personal income tax. Additionally, essential goods and services such as food, accommodation, and transportation, which constitute a significant portion of household consumption for low- and middle-income groups, are to be exempted from VAT.
In addition to equality, a good tax system should ensure equity and fairness, a key area of contention surrounding the proposed reforms. If implemented, the amendments to the Value Added Tax could lead to a significant reduction in the federal allocation for some states; impairing their ability to finance government operations and development projects. The VAT amendments should be holistically revisited to promote fairness and national unity.
The establishment of a single agency to collect government taxes, the Nigeria Revenue Service, could reduce loopholes that have previously resulted in revenue losses, provided proper controls are put in place. It is logically easier to monitor revenue collection by one agency than by multiple agencies. However, this is not a magical solution. With automation, revenue collection can be seamless whether it is managed by one agency or several, as long as monitoring and accountability measures are implemented effectively.
The proposed tax reforms by the Federal Government are well-intentioned. However, all concerns raised by Nigerians should be looked into, and concessions should be made where necessary. Policies are more effective when they are adapted to suit the unique characteristics of a nation, rather than adopted wholesale. A good tax system should aim to raise sufficient revenue, ensure equitable income distribution, and promote equality, equity, and fairness.
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