Effective

Internal

Communication

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 Made by

Ankit Shah - 081080048

Naitik Shah - 081080250
Vipul Somani - 081080055
Pratit Vajani - 081080064

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C● I
E
o nx
m
m
t
e
What is communication?
u r
n
Communication is defined as the interchange of
n
a thoughts or opinions through shared symbols like
c l language, words, phrases and non-verbal behaviour.
a
i
o
n

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 types of information flows in an
organization
Clients

Incoming Internal
information Peers
communication

Policymakers
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 What is internal
communication?
Internal communication is a generic expression that an
organization undertakes for communication between
employees or departments across all levels or
divisions of an organization.
It is in other words a form of corporate communication
and can be formal or informal and upward or
downward or horizontal or diagonal or grapevine.

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Why internal communication?
It is important to know that your knowledge, hard work and
thoughts are of no use if you cannot communicate well,
It is vital to share information openly across the organization,
The employees need accurate, up-to-date information to do
their jobs,
Everyone should know what is going on,
If internal communication doesn’t work, the organization
grinds to a halt.

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Four types of internal information flows

§ Downwards
§ Upwards

§ Horizontal

§ Diagonal

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 Four types of internal information flows

Managing
Director
Director 1 Director 2 Director 3

Manager 1 Manager 2 Manager 3 Manager 1 Manager 2 Manager 1 Manager 2

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Downward communication

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 Downward communication
Flows from a manager down
the chain of command.
Managers inform, instruct or
advise their subordinates.
It enables managers to
evaluate the performance of
employees and give them
feedback.
However, this should be
adequately balanced by
upward flow of
communication.

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 Downward communication

Methods
Job descriptions
Training
Instructions
Memos, Meetings, Emails
Newsletter, Notice board
Face to face interactions, Telephonic

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Upward communication

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 Upward communication
When subordinates send reports
to inform their superiors or to
present their suggestions and
recommendations, the
communication flows upward.
Boss must be willing to listen and
staff must be willing to share
(especially bad news)
Boss must remove time to listen
Managers rely on this for problem
solving and decision making.

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 Upward communication

Methods
Regular staff meetings to
discuss activities
Short, written weekly notes
summarizing activities and
problems
Visit staff’s workplaces
Open door policy, face to face,
telephonic, video conferencing
Suggestion box

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Horizontal communication

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 Horizontal communication

This form of communication

takes place among peer
groups.
Necessary to facilitate
coordination
Save time and bridge the
communication gap between
different departments.
Encourage staff to
communicate among units

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Diagonal communication

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 Diagonal communication

Can be formal / informal

Build cross-departmental
teams
Encourages friendliness
and informality
Helps in spreading
information faster as your
number of sources
increase

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 GRAPEVINE
The various path through which informal
communication is passed through an
organization is called grapevine chain.
It can be of four types i.e. Single strand,
gossip, probability, and cluster chains.

Advantages:
v Speedy Transmission
v Provides a substitute to formal
communication
v Support to other channels § Disadvantages:
v Psychological satisfaction
v Less credible -- cannot take
always seriously
v Incomplete Information
v May hamper goodwill of the 1919
organization
 Barriers to communication

If I know it, then everyone must be knowing it.

Managements assumption that because they are

aware of some piece of information, then everyone else is,
too. Usually staff aren't aware unless management makes a
deliberate attempt to carefully convey information.
The management should ensure that every
employee receives complete information of the
organizations mission, vision, values, goals and strategies
about how these goals can be achieved.

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 Barriers to communication

You heard what I meant for you to hear.

With today's increasingly diverse workforce, it's easy to

believe you've conveyed information to someone, but you
aren't aware that they interpreted you differently than you
intended. Unfortunately, you won't be aware of this problem
until a major problem or issue arises out of the confusion.
This problem can be best resolved if the sender of
information ensures that the information is conveyed with
absolute clarity.

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 Barriers to communication
Our problems are too big to listen to
others!

Particularly when personnel are tired

or under stress, it's easy to do what's
urgent rather than what's important. So
people misunderstand others' points or
their intentions. This problem usually gets
discovered too late.
The one who wants to convey
information should understand the
situation of the recipient and find an
alternate solution.

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 Barriers to communication
If I need your opinion, I'll tell it to
you.

Lastly, communications problems

can arise when management simply
sees no value whatsoever in
communicating with subordinates,
believing subordinates should shut
up and do their jobs.
The management should
respect their subordinates, listen to
them and value their opinions and
suggestions even if they are wrong.
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 CASE STUDY
Where?
XYZ education centre, Boston, USA.
§
What?
A multi-cultural educational center catering to Chinese immigrants had serious internal conflicts between senior staff.
Challenge?
The organization Director (American) had serious disputes with other senior staff members, two immigrants from
mainland China who served there for long.
Their complete inability to function as a team destroyed organizational morale and performance.
They always failed in completing every single task assigned to them.
As a result of this their jobs were under threat.
The two immigrants, to save their job requested the higher authorities to fire the director on account of his incapability.

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 CASE STUDY

Actions?
The higher authorities after diagnosing the situation realized that the two immigrants were
egoistic and boastful.
They always wanted to work in their own way and never welcomed suggestions from juniors.
They realized that their was an inefficient upward communication flow, and to solve the
problem,
They came up with open door policy
They gave incentives to promote team work
The two immigrants were trained to respect their sub ordinates ideas and to value them

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 What is internal
communication?
Internal communication is a generic expression that an organization
undertakes for communication between employees or departments
across all levels or divisions of an organization.
It is in other words a form of corporate communication and can be formal
or informal and upward or downward or horizontal or diagonal or
grapevine.
Internal communication is not a mysterious
process, it takes place when the ideas from
your mind are transferred to another`s and
arrive intact, complete and coherent.

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