Internal Communication

Internal communication is the transmission of information within an

organization. Internal communication is a lifeline of a business. It
occurs between an employer and an employee.

It is communication among employees. Internal communication is the

sharing of the information, knowledge, ideas, and beliefs between the
members of the company.

Internal communication can be formal or informal. It depends upon the

persons to which we are communicating. We use informal or not so
formal language with our colleagues. The language used while
communicating the head of the company is formal.

Effective Internal Communication

Effective internal communication must have the following.

 The open and clear reason for communication.

 Understanding the need of the audience.
 Consistent and regular communication.
 Clear, jargon-free, to the point, and brief language.
 Two-way communication.
 Good use of vocabulary.
Importance of Internal Communication

One can easily find the importance of internal communication. some of

them are
 It increases productivity.
 Effective and responsive customer service.
 Easy attainment of goals.
 Reduce day-to-day conflict between team members.
 Enable fast response.
 Enable fast decision making.
 Helps in motivating the employees.
Common Internal Communication

 Group meetings.
 Company blogs.
 Employee training within an organization.
 Personal meetings.
 Telephonic conversation between employees.
 Inquiry of employee.
 E-mails within an organization.
 Staff communication.
 Company newsletter.

External Communication
External communication is the transmission of information between two
organizations. It also occurs between a business and another person in
the exterior to the company.
These persons can be clients, dealers, customers, government officials
or authorities etc. A customer’s feedback is also external
communication. An organization invests a lot of time and money to
improve their image through external communication.

Effective External Communication

One can easily find the importance of external communication. Some of

them are

 Clear ideas, thoughts, and statement or the reason for communication.

 It must be two-way communication.
 Clear, error-free, formal, jargon-free, and easy language.
 Understanding the need of the audience.
 Proper choice of words for communication.
Importance of External Communication

 It presents a favorable image of an organization.

 It provides information about products and services to customers.
 Advertise the organization.
 Promote an organization
 Reduces the risks of mistakes.
Common External Communication

 Advertisement of an organization.
 Response to a customer.
 Press conference.
  Annual reports and letters.
 Print media.
 Face to face meeting of two organization heads.
 Tender documents.
 Brochures.
 Feedbacks.
 Questionnaire.

Effective Communication
Communication is the transferring of a message from the sender to the
receiver, who understands the message.
Internal communication is between two members of the same organisations.
Example: communication between departments, notices and circulars to workers,
signboards and labels inside factories and offices etc.
External communication is between the organisation and other organisations or
individuals. Example: orders of goods to suppliers, advertising of products, sending
customers messages about delivery, offers etc.
Effective communication involves:
 A transmitter/sender of the message
 A medium of communication e.g.: letter, telephone conversation, text
message
 A receiver of the message
 A feedback/response from the receiver to confirm that the message has
been received and acknowledged.
One-way communication involves a message which does not require a feedback.
Example: signs saying ‘no smoking’ or an instruction saying ‘deliver these goods to a
customer’
Two-way communication is when the receiver gives a response to the message
received. Example: a letter from one manager to another about an important matter that
needs to be discussed. A two-way communication ensures that the person receiving the
message understands it and has acted up on it. It also makes the receiver feel more a
part of the process- could be a way of motivating employees.
Downward communication: messages from managers to subordinates i.e. from
top to bottom of an organization structure.
 Upward communication: messages/feedback from subordinates to managers i.e.
from bottom to top of an organization structure
Horizontal communication occurs between people on the same level of an
organization structure.

Communication Methods
Verbal methods (e.g.: telephone conversation, face-to-face conversation, video
conferencing, meetings)
Advantages:

 Quick and efficient

 There is an opportunity for immediate feedback
 Speaker can reinforce the message- change his tone, body language etc. to
influence the listeners.
Disadvantages:

 Can take long if there is feedback and therefore, discussions

 In a meeting, it cannot be guaranteed that everybody is listening or has
understood the message
 No written record of the message can be kept for later reference.

Written methods (e.g.: letters, memos, text-messages, reports, e-mail, social media,
faxes, notices, signboards)
Advantages:

 There is evidence of the message for later reference.

 Can include details
 Can be copied and sent to many people, especially with e-mail
 E-mail and fax is quick and cheap
Disadvantages:

 Direct feedback may not always be possible

 Cannot ensure that message has been received and/or acknowledged
 Language could be difficult to understand.
 Long messages may cause disinterest in receivers
 No opportunity for body language to be used to reinforce messages

Visual Methods (e.g.: diagrams, charts, videos, presentations, photographs, cartoons,

posters)
 Advantages:

 Can present information in an appealing and attractive way

 Can be used along with written material (e.g.: reports with diagrams and
charts)
Disadvantages:

 No feedback
 May not be understood/ interpreted properly.

Factors that affect the choice of an appropriate communication method:

 Speed: if the receiver has to get the information quickly, then a telephone
call or text message has to be sent. If speed isn’t important, a letter or e-
mail will be more appropriate.
 Cost: if the company wishes to keep costs down, it may choose to use
letters or face-to-face meetings as a medium of communication. Otherwise,
telephone, posters etc. will be used.
 Message details: if the message is very detailed, then written and visual
methods will be used.
 Leadership style: a democratic style would use two-way communication
methods such as verbal mediums. An autocratic one would use notices and
announcements.
 The receiver: if there is only receiver, then a personal face-to-face or
telephone call will be more apt. If all the staff is to be sent a message, a
notice or e-mail will be sent.
 Importance of a written record: if the message is one that needs to have
a written record like a legal document or receipts of new customer orders,
then written methods will be used.
 Importance of feedback: if feedback is important, like for a quick query,
then a direct verbal or written method will have to be used.
Formal communication is when messages are sent through established channels
using professional language. E.g.: reports, emails, memos, official meetings.
Informal communication is when information is sent and received casually with
the use of everyday language. E.g.: staff briefings. Managers can sometimes use the
‘grapevine’ (informal communication among employees- usually where rumors and
gossips spread!) to test out the reactions to new ideas (for example, a new shift system
at a factory) before officially deciding whether or not to make it official.

Communication Barriers
Communication barriers are factors that stop effective communication of
messages.