Internal and External Communication Handouts PDF

Topic Six Internal and External communication 1 Learning Objectives 1. Explain what is communication 2. Explore the difference between Internal and External communication 3. Discuss the types of Internal communication 4. Learn the Importance of External Communicat...

Topic Six Internal and External communication 1 Learning Objectives 1. Explain what is communication 2. Explore the difference between Internal and External communication 3. Discuss the types of Internal communication 4. Learn the Importance of External Communication 2 What is communication? The act in which information is transferred from one person, group, or place to another is known as the act of communication. In every communication, there is one sender, one receiver, and a message. However, this transmission of information from sender to the recipient is affected by many factors which include, cultural situations, our emotions, our location, and the medium which is used to communicate. Communication in an organization involves internal communications which include messaging around an organization, employee training modules, interpersonal communications between employees, and external communication which includes customer feedback. Internal and External communication Internal communication occurs when the members of an organization exchange information with each other. External communication takes place when those members interact and communicate with an outside party. Effective internal and external are both essential to the success of a business. 3 1. Internal Communication The exchange of information between members of an organization or different parts (or departments) of an organization comes under the internal communication umbrella. The different means used to transmit this information could be emails, phone, personal contact, intranet, or other modern employee communication platforms. Internal communication helps employees of an organization perform their work effectively and gives them a clear sense of the organization's mission. When a piece of information is transmitted within the organization, internal communication takes place. It is the lifeline of business that usually occurs between an employee and the employer or among employees. Internal communication includes sharing of ideas, knowledge, information, and beliefs between the members of the company. It can either be formal or informal and is dependent upon the persons who are communicating. However, while communicating with the head of the company the language should be strictly formal. Some of the examples of common internal communication are group meetings, inquiries of employees, staff communication, and so on. 4 Importance of Internal Communication Some of the importance of internal communications are listed below 1. The easy achievement of goals. 2. Increased productivity. 3. Fast response. 4. Fast decision-making. 5. Reduction of day-to-day conflicts among employees. Types of Internal Communication There are 5 Types of Internal Communication Vertical: This happens between employees present at different hierarchical positions in the company (Either upward or downward). Horizontal: This happens between employees present at the same hierarchical positions in the company (Either left or right). Downward: This internal communication happens from managers, leaders, or executive directors to their assistance or other employees (Downward only). Upward: This is the communication from employees and assistants to their managers or leaders (Upward only). Diagonal: There are situations when either upward or downward channels need to be filled. This is where diagonal communication happens. 5 Internal communication could also be categorized as informal or formal internal communication. Formal Internal Communication Any communication that goes through a predefined channel falls under formal internal communication. This flow of information is controlled and follows a chain of command. Informal Internal Communication This is multi-dimensional communication that moves freely around the organization. This is a very natural form of communication among people and arises out of social and personal needs. 2. External Communication External communication encompasses the company's interaction with the outside environment, like customers, vendors, clients, investors, government agencies, society, etc. These are mostly documented pieces of information. External communication happens between organizations and the outside world daily. The two broad categories of external communication are: Formal External Communication This kind of communication is the first step in creating an image of the company and brand awareness. Various media like letters, reports, web pages, or presentations are used to display a favourable image of the organization. It is also used to provide information about the company’s products and services. 6 Informal External Communication The organization does not directly regulate this kind of communication. It mostly happens when employees talk about their organization and its quality to other people outside the company. When a piece of information is transferred between two organizations, external communication takes place. It usually occurs between an entity and another person exterior to the company and this exterior person may be a dealer, a client, customer, government official, and so on. Another example of external communication is customer feedback. With the help of effective external communication, an organization can improve its image rather than investing a lot of time and money. Some of the examples of external communication may include response to the customers, advertisement of a business, press conference, brochures, feedbacks, print media, etc. Importance of External Communication Some of the importance of external communications are listed below 1. Quick reaction of risks of mistakes. 2. A favourable image of the organization is presented. 3. Helps in advertising the organization. 4. Easy communication about the information of products and services. 7 Diagonal 8 Difference between Internal and External communication External Parameter Internal Communication Communication Information exchange Information exchange Objective among an organization’s with entities beyond members the organization Communication Emails, meetings, Advertisements, social Mode presentation media, press release Occurs frequently but Occurs regularly; often Frequency less than internal on an everyday basis communication Shareholders, Members and Participants customers, clients, management investors Limited only to the Covers the whole Scope organization business environment 9