Internal and External Communication: Workplace Communication Systems

This article presents a communication and consultation strategy for the JKL company to ensure effective internal and external communication. It also includes a short grievance procedure and a draft letter in response to an employee's complaint. The article emphasizes the importance of networking and investing in intranet and social media for effective communication.

Running head: INTERNAL AND EXTERNAL COMMUNICATION
Internal and External Communication
Name of the Student
Name of the University
Author Note

1INTERNAL AND EXTERNAL COMMUNICATION
ASSESSMENT 1: PLAN AND PRESENT WORKPLACE COMMUNICATION
SYSTEMS
Part A: Communications planning portfolio
Communication and consultation strategy
Communication and consultation is a highly crucial factor that imposes immense impact on
the yearly revenue of an organization. While effective internal communication enhances the job
satisfaction as well as the loyalty of the employees towards the organization, external
communication helps the employees to enhance the loyalty of the consumers of the
organization1. In order to ensure an effective communication and consultation of the JKL
company, a communication and consultation strategy have been developed bellow.
Objectives of the Communication and consultation strategy: The chief objectives of the
communication and consultation strategy are as follows:
1. To ensure an effective internal as well as external communication between the
employees
2. To ensure an effective community engagement that will include involvement of the
stakeholders in the decision that will affect them
Audiences of the Communication and consultation strategy: Senior management, Individual
employees
Issues Strategy Responsible individual
1 Cassidy, Anita. A practical guide to information systems strategic planning. Auerbach Publications, 2016.
De Vaujany, François-Xavier, Vladislav V. Fomin, Stefan Haefliger, and Kalle Lyytinen. "Rules, Practices, and
Information Technology: A Trifecta of Organizational Regulation." Information Systems Research (2018).

2INTERNAL AND EXTERNAL COMMUNICATION
Lack of approach from the
management to promote common
understanding of organizational
values and team goals and to
build strategic relationship
 Periodic meeting
should be conducted
by the management
with the employees.
The frequency of the
meeting should be
twice per month. In the
meeting the
organizational goal of
the JKL Company as
well as the monthly
goal of each
department will be
stated by the
operational manager2.
 During the recruitment
an induction session
will be conducted each
and every newly
recruited employees
where the
organizational goal and
Operational managers of the JKL
company
2 De Vaujany, François-Xavier, Vladislav V. Fomin, Stefan Haefliger, and Kalle Lyytinen. "Rules, Practices, and
Information Technology: A Trifecta of Organizational Regulation." Information Systems Research (2018).

3INTERNAL AND EXTERNAL COMMUNICATION
team goal will be
stated to him or her.
Lack of rapid respond to external
as well as internal consumer
needs
 An automatic response
email will be set up by
the management in
order to ensure the
consumer that the
management have
received the inquiry.
Apart from that quick
reply email will be
implemented. The
above mentioned email
is referred to a tactic
where response is
given
 Employees will be
trained in order to
respond to the
requirement of the
consumers within 30
minutes of arrival of
the query.
Human resource manager and
employees

4INTERNAL AND EXTERNAL COMMUNICATION
Lack of usage of modern
communication system
 In order to connect all
the employees as well
as the executives of the
JKL Company,
intranet, a highly used
internal
communication system
will be used. This tool
will help the
employees to share
their concern with the
higher management
and will also help the
management to
communicate any
crucial information
rapidly.
 In order to enhance the
informal
communication
between the
employees, an official
page in popular social
Human resource manager and
employees

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media platforms like
Facebook will be
created and all the
employees will be
encouraged to like the
page.
Inadequate consultation and lack
of bottom up information flow
from employees to management.
This has resulted in poor
organizational take up of
innovative ideas identified by
teams and individuals at lower
levels of the organisation and by
customer-facing managers and
employees.
 Periodic meeting
should be organized
with the team leaders
and employees of the
JKL organization.
 In order to encourage
employees to come up
with innovative ideas,
lucrative reward
system will be
implemented.
Poor sense of employee
engagement, empowerment and
accountability for work
performance.
1. In order to enhance
employee engagement
employees should be
appreciated with the
help of rewarding
system and incentives.
All the supervisors and
employees

6INTERNAL AND EXTERNAL COMMUNICATION
2. While making crucial
decision for the
company, employees
should be engaged.
This will not only
make the employees
more responsible but
will also ensure
employee
empowerment.
3. Key stakeholders
should be consulted at
an early stage in a
process as this is likely
to enhance the
reputation of the
Council.
Inconsistent application by
managers of grievance
procedures posing a risk to
employee relations.
 The developed
grievance procedures
should be followed in
order to ensure that all
the grievances are
properly handled.
The HR manager, All the
supervisors and employees

7INTERNAL AND EXTERNAL COMMUNICATION
 While creating the
grievances procedure
the views of the
employees must be
taken in order ensure
an effective staff-
management
relationship
A short grievance procedure
Name of the Company: The JKL industry
Address: 75/1 Oxford lane, Brisbane
Step 1: Any employee who is concerned about a specific grievance should raise the issue to a
superior who is not involved in the grievance. This can be done in both verbal as well as non-
verbal methods. In such cases, the identity of the employee should be kept anonymous for
private cases.
Step 2: In case of major issues, the management will be meeting with the workers as their
representatives in order to assess an resolve the raised grievance informally. If the grievance gets
resolved then the process will end there. However, in cases where the informal arrangement is
not arranged, the process will lead to step 3.

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Step 3: In case of informally unresolved grievances, the management will form an investigation
unit which will include the representation of the workers. Further investigation of the issue will
be carried out if needed. Then, a formal response to the grievances will be submittedto the
grievance. The employee a well as his representatives will review the response. In case, the
proposed response is agreed, the process will end.
Step 4: In cases, where the proposed respond is not agreed by the by the employee and its his or
her representative, they can further appeal to the management. The appeal process will involve
following the above mentioned process but will include the higher level of management and
senior committee this time.
Step 6: The process will continue until a stable agreement have been reached with the help of
progressively senior levels of company management. Along with the grievance procedure, a
grievance record will be maintained in order to ensure the number of grievances raised by the
employees of JKL company every year.
Draft email/memo
To,
All the team members of JKL Company,
Dear employees,
This is to inform you that our company have implemented several policies in order to enhance
the communication and consultation within the company. Within the last 4 months several issues
associated with both internal and external communication have been detected within the

9INTERNAL AND EXTERNAL COMMUNICATION
organization. This in turn is implementation highly negative impact on the overall revenue of the
organization. Moreover, an increased amount of employee attrition due to job dissatisfaction has
been noticed. In order to deal with the issues a serries of new policies have been introduced and
it is expected that these policies will enhance the relationship between the employees,
management as well as the organization. Hence all the employees are requested to check the
policies and provide their feedback if any.
Yours sincerely,
Mr. X
CEO, The JKL Company
Assessment 2: Respond to scenario-based questions
1. Draft letter in response to an employee’s complaint
To
Mr. Y
Employee of the JKL Company
Dear Mr. Y,
This is to inform you that your complaint has been received by you. The management is
extremely thankful to you for bringing this concern to our attention. JKL Industries values
the important principles of trust and confidence among the teams and overall organisation.
The organization is committed to provide an work place environment free of discrimination
as well as harassment where all the employees are treated with respect and dignity and can

10INTERNAL AND EXTERNAL COMMUNICATION
contribute to have equal opportunities. The purpose of this letter is to ensure you that the
management of the organization will take rapid step against the issue of discrimination raised
by you so that a healthier work life can be experienced by all the employees.
We would like to inform you that our organization, JKL industry has several
antidiscrimination policies those conflicts with the act of the team towards you. For instance,
according to the anti discrimination policy due to cultural diversity, all the employees are
subjected to support employees from different cultural background. The above policy states
that all the employees should share their cultural understanding within the workplace.
According to the equal opportunity policy of the JKL industry, all the employees should be
given equal opportunity to celebrate festivals within the workplace.
The commitment of the organization to workplace diversity is stated in clause 65 of the
enterprise agreement 2017-2018. While developing the workplace diversity policy, the
commission drew relevant condition specified in Australian legislation that includes the Fair
work act 2009. According to the mentioned regulation, the management of any organization is
entitled to prevent any kinds of discriminatory acts, harassment or bullying from occurring in the
workplace.
The above discussed policies and procedure if implemented appropriately in any organization
has the potential enhance the job experience of all the employees by ensuring active team
building. Creating a workplace where different perspectives are valued and embraced can go a
long way to foster productive business relationships. Hence in order to eradicate the above
mentioned issue, each and every team members of the organization will be educated about the
importance of cultural diversity in the workplace. Moreover, a new policy will be implemented

11INTERNAL AND EXTERNAL COMMUNICATION
within the organization that will state that the appraisal of an employee at the year end will be
influenced by his or her cultural competence.
Apart from the implementation of the mentioned policy, a meeting will be held with the team so
that he can prevent such issues from further happening. Finally, the company assures you that the
concern raised by you will be resolved as soon as possible
Yours sincerely,
Mr. X
HR Manager
The JKL Industry
2. Screenplay
HR manager: Hello team! Hope all of you are doing well.
Employees: Hello sir
HR manager: So today’s meeting has been conducted in order to discussed about an issue
that has taken place during this year Christian celebration. The management has come to
know that some members of your team have not made any effort to accommodate non-
Christians in the celebration. Do any of you want to share any information about this
incident?
Employee 1: Sir, I would like to raise a concern. This is not the 1st time the incident has taken
place. During the celebration of New Year, non-Christian employees were left isolated and
no gift was shared with them.

12INTERNAL AND EXTERNAL COMMUNICATION
HR manager: Well. I will like to highlight the potential issues may occur if the team ignores
this matter. First of all, this issue may cause conflicts among the team member that has the
potential to hamper their team working spirit, productivity and performance. This in turn will
hamper the overall revenue of the organization. Employee attrition is another issue that result
due to the issue
Employee 2: sir, unfortunately, no action was taken by the management over the past 3
months. Thus, these types of behaviours are increasing within the organization.
HR Department: Considering the negative influences of the issue, the management have
enforced several new policies as the consequences of discriminatory act. Any such action
will be fined. Moreover, the appraisal of the employees will depend on their cultural
competence. On that note, today’s meeting is dismissed. I hope all of us will take care of the
fact discussed in the future. Thank you
Employees: Thank you sir
3. Method of approaching network to achieve goals
 Benefits of internal and external network:
Networking is referred to recognising and taking advantage of the valuable relationships in
order to get things done and achieve a goal. The benefits of effective networking include:
 establish credibility with relevant service providers
 effecting advocating of issues
 maintain contact with the professionals

13INTERNAL AND EXTERNAL COMMUNICATION
 having access to information about what other organizations are doing, especially
those providing similar services.
For effective internal and external communication the company can invest on intranet and
social media respectively.
 While working in my previous organization, I was unable to communicate with my
employees since we had to work under different roof. Lack of communication was
hampering the productivity of the organization. In order to prevent this, an internal
communication network was established within the company. As a result of this, vital
information could be shared with the employees. Moreover, this network made it
easier for employees to contact me about their concern. Thus an effective employee-
management relationship took place.
 JKL Industry can use LinkedIn in order to establish an effective internal and external
communication
Link of the article: https://www.linkedin.com/pulse/20140526184920-313025-the-
significance-of-internal-networking-7-easy-ways
Benefits: Better understanding within the employees, development of respect towards
each other, effective communication with both the employees and the client,
enhancement in both employee and consumer loyalty
Link of article 2: https://blogs.oracle.com/marketingcloud/linkedin-helps-you-to-
build-a-powerful-internal-network-by-adding-context-to-connections
The topic of the article is the effectiveness of linked in to develop powerful internal
and external relationships. As per my opinion this article can enhance the knowledge

14INTERNAL AND EXTERNAL COMMUNICATION
of the managers of JKL industry about how they can use Linked in for internal and
external communication.
4.
Networking
activity
Person Schedule Description/rationale for
networking activity
Date for follow up review
Sharing
information
through the linked
in profile
Both
managers and
employees
Any time
within the
office period
This will help both the
management to share crucial and
emergency information
whenever required rapidly.
9/11/2018
Sharing grievances
through the profile
Employees Any time
within the
office period
Haring grievances in a open
platform will enble both the
management and the employees
to know about what majority of
the member thinks. This in turn
will enable them to find a mutual
way out of the grievances
9/11/2018
For both internal as
well as external
communication
between the
employees
Both
managers and
employees
Any time
within the
office period
Will enhance the relationship
between the employees as well
as the managemnt.
9/11/2018
Assessment 3: Dispute resolution guidance session
Role play

15INTERNAL AND EXTERNAL COMMUNICATION
The two participants of the role play include the rental manager and me, an HR business partner
of JKL industries Brisbane
Me: Hello, nice to meet you
rental manager: Same to you
Me: I have already been given a brief about the issue we will be discussing about. However, it
will be highly beneficial if you state me about the issue in details.
Rental manager: Offcourse. So on last Thursday, one of the renal employees came up to me
complaining about the newly made structure. According to them there prevails a high risk of
losing their job as a result of the restructure. Moreover, the structure is not providing them with
enough opportunities to get retrained. Not only this. The employee also stated that the company
is paying them way less than what should be paid. However, I completely disagree with all of
this grievances.. As a result of all this, the employee is currently organising other rental and sales
employees for a possible strike. The unprofessional approach of the employee has further
disturbed me. My soul concern is to deal with the grievances and maintain the performance of
the team Now you tell me, what I should do.
Me: Well, from your statement i have understood certain facts, that I will state you one by one.
Firstly, the employees are unaware of the basic pay conditions of the JKL industry. Hence a
meeting needs o be conducted with the employees where they will be thoroughly informed about
MA000089 Vehicle Manufacturing, Repair, Services and Retail Award 2010.
rental manager: That a nice opinion. But how to deal with their grievance about less salary?

16INTERNAL AND EXTERNAL COMMUNICATION
Me: Well, they should be informed that according to the newly made policy, employees will be
able to negotiate possibly much better pay and conditions in upcoming enterprise bargaining. I
think, lack of effective communication between the employees and the management is the chief
concern that needs to be solved.
Rental manager: Well, then how to deal with the issue?
Me: The Company should invest on establishing an effective internal communication system
through which all the employees will be informed about any new policies that has been taken by
the management. Moreover, in order to enhance the job satisfaction and commitment of the
employees towards the organization, they should be incorporated while making crucial decisions.
Rental manager: Well, to be frank, I also think that it is high time we should enhance the
communication between the employees and the supervisor. I think, in the meeting I will also
clear their confusion about the retention policies of JKL industries. They should be informed
that JKL Industries’ firm policy and intention is to retrain rental employees to retain talent.
Me: offcourse. I think an effective meeting along with the implementation of internal
communication tools have the potential to solve the issue.
Rental manager: I do agree with you. Thank a lot.
Me: I am honoured. This is a part of my job.
Work place difficulty action plan template

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Meeting date Time Attendees Brief description of grievance
or area of concern
Issue identified by:
9.10.2018 10 AM HR meeting with manager
(Rental) and HR Business
Partner (role played by
training candidate)
1. According to the
employees their prevails a
risk of losing their job dur to
the newly made structure
2. Employees are not given
enough opportunity to get
retained
Employees are not paid the
amount of salary they
deserve.
Lack of communication
between the employees and
the managers.
Inadequate information
provided by the management
to the employees.
Employees are not
incorporated in the decision
making process of the
organization.
Lack of effective relationship
between the employees and
their superiors.
Required action/activity Timeframe/deadline Person/s responsible Description of strategy/
tactic/rationale for action
Resources, if required
Conducting meeting with the 10 am-2pm Rental manager and HR Employees will be
reinformed about the new
1 Screen layout, 1 power
point projector and Lazer

18INTERNAL AND EXTERNAL COMMUNICATION
all the rental employees manager policies of the organization in
order to clear their
misconceptions.
pointer.
Implementing LinkedIn as an
internal communication tool.
2-3 days IT manager and
professionals, HR manager
A linked in profile will be
created by the It professional
and all the employees will be
kept as 1st degree connection.
With the help of the profile
all the concern of the
employees will be shared.
Internet and laptops
Engaging employees during
making effective decision in
future
________
CEO, Managers and
employees
Employees will be able to
show their point of view and
understand the exact reason
behind the decision taken by
the company. This will not
only prevent any kinds of
misconception but will also
ensure employee engagement
and empowerment.
No

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Reference List
Cassidy, Anita. A practical guide to information systems strategic planning. Auerbach
Publications, 2016.
De Vaujany, François-Xavier, Vladislav V. Fomin, Stefan Haefliger, and Kalle Lyytinen. "Rules,
Practices, and Information Technology: A Trifecta of Organizational Regulation." Information
Systems Research (2018).