Managerial Communication Skills and Stakeholder Productivity at the General Certificate of Education Board (GCEB), Cameroon

Effective communication is essential to the coordination of complex organisational activities, particularly in examination bodies that depend on the timely collaboration of internal and external stakeholders. This study examined the relationship between managerial communication skills and stakeholder productivity at the General Certificate of Education Board (GCEB), Cameroon. A mixed-method case study design was adopted. The study involved 140 participants: 120 internal stakeholders who completed a questionnaire and 20 external stakeholders (chief examiners and assessors) who participated in interviews. Quantitative data were analysed using descriptive statistics and Spearman’s rank-order correlation, while qualitative data were analysed thematically. The findings revealed generally favourable perceptions of managerial communication, although weaknesses were identified in feedback, direct access to management and the timely dissemination of information. The correlation analysis showed a positive and statistically significant relationship between managerial communication skills and stakeholder productivity (ρ = .582, p < .001), indicating that stronger communication practices were associated with higher perceived productivity. Qualitative evidence further showed that delayed information, limited feedback and dependence on slower communication channels could hinder stakeholder preparedness and work efficiency, whereas telephone calls and digital communication facilitated faster information flow. The study concludes that timely, clear, responsive and multidirectional communication is important for effective stakeholder coordination and productivity within the examination-management process. It recommends strengthening upward and downward communication, improving feedback mechanisms, and expanding the appropriate use of digital communication channels.

Keywords: managerial communication, stakeholder productivity, organisational communication, examination management, General Certificate of Education Board