Communication in the company is important for its operational functioning and as an identity-building element. The identity of the company is the only element that allows it to differentiate itself from the competition. What the company communicates is what the company is.
Alejandra Di Fonzo indicates that “companies with better service standards give communication strategic importance. Communication is a strategic function and structurally supports the business project, as it becomes an instrument for quality ”.
At the company level, two forms of communication can be found: internal and external. Internal communication has the utility of motivating your employees to keep them aware of the successes and failures of the organization as well as ensuring that the goals and objectives are understood by all. Internal communication helps create commitments on the part of its members and the cohesion of the values that are part of the culture. It is about making available to employees information that can be useful for their management and encourage participation.
Di Fonzo points out that communication in companies "aims to make customers and the environment understand what the company offers: to generate credibility, to be ahead of customer expectations and to integrate their suggestions and ideas into the offer of service of your organization ”. In this way, a satisfied customer is a committed customer.
Di Fonzo's perspective indicates that communication in the company is a strategic tool for the good performance of the organization and what it requires to show to its clients. Kreps gives us a more analytical perspective of how communication is presented in companies. He mentions that they can occur in three basic ways: intrapersonal, interpersonal, small groups, and multigroups.
Intrapersonal communication: "It is the basic level of human communication, it is the one that interprets the messages and we develop the ones that we will send to others."
The interpersonal process of creating messages is known as encoding, and the intrapersonal process of interpreting messages is called decoding.
Intrapersonal communication allows people to receive and send messages that will entail communicating at the interpersonal and small group level in the life of the company.
Interpersonal communication: It takes place "between two people generally face to face despite the fact that people can use means of communication (such as the telephone) to communicate interpersonally without being in the immediate presence of others." The interpersonal relationship is the basic social system that can demonstrate the development of coordinated activities between individuals, in an attempt to achieve individual and collective goals.
The levels of interpersonal and intrapersonal communication occur simultaneously when one person talks to another. The most important result is the development of human relationships. Small group communication: It occurs between "three or more people who interact in an attempt to adapt to their environment and achieve common goals." This type of communication can take place face to face but can use a means of communication (teleconferences). The size of a group can increase the complexity of group communication.
Multigroup communication: "It takes place within a social system made up of small interdependent groups that share the performance of tasks to achieve commonly recognized goals." It encompasses all three types of communication (intrapersonal, interpersonal, and small group). For such communication to take place, the organization must develop formal communication channels between its various parties and members.
Taking the proposed theory to professional practice, the levels of communication have been developing in the four states, reducing their actions at the small group and multi-group levels.
The action of the customer service area is recharged and only allows information to be crossed sporadically or it comes through formal means. Strong intrapersonal communication is carried out due to the nature of the work, moderately interpersonal communication - due to the structure of the work modules.
Small group communication occurs in isolation, there is no strong dissemination of goals and objectives.
Multigroup communication is presented minimally due to the characteristic of the service and the scarce information to be shared, it only originates when a specific activity of the service is required or support is required (presentations, analysis work or emergency situations).
