2nd sem

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INTERNAL COMMUNICATION AND EMPLOYEE ENGAGEMENT
“A STUDY ON THE RELATION BETWEEN INTERNAL COMMUNICATION S ON
EMPLOYEE ENGAGEMENT” WITH SPECIAL REFERENCE TO LEMON TREE
HOTEL DELHI.
ALDIN CD
Roll No: 13mmh105
Guided by: JOBY CYRIAC
Submitted in partial fulfillment of the degree of
Master of Management in Hospitality
Mahatma Gandhi University, Kottayam
(January, 2014)

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ABSTRACT
Internal communication is a critical success factor for effective employee engagement.
Internal communication is the basement of the employees’ co-operation and co-ordination. In
normal words the internal communication means the change over the information throughout
the company it includes all kind of communication between the employees and the
subordinates superiors. In a communication process informer and the receiver are the main
participants. This communication is caught with an industry that must have a specific
objective because the employees are the valuable asset of the company and there must be
positive relations between the employees.
This research mainly studying on the impact of internal
communication on employee engagement and weather there is any relation between the
employee engagement and internal communication between employees in the lemon tree
hotel. In hotels different groups of employees will almost certainly feel differently about the
organization and their relationship with it. These differences may vary due to many factors
including role, team or „level‟ within the organization, work location, aspects of social
identity, relationships with colleagues or individual managers and the communication
between each other.
GENERAL INTRODUCTION
Internal communication and employee engagement is highly dependent variable factor in a
hotel industry or in a company, without any mutual understanding these two factors can’t be
reaching in a good level. Both the factors like communication and the satisfaction of the
employees are cross related and the result will be communication between the employees are
increased the satisfaction is also having the same effect and vice versa. Internal
communication means the communication and transfer of information between the
departments and the individuals. Communication is highly important factor in creating
relationship, which means the effective communication will leads to creating relations
between employees and the relations are the base for effective engagement of an employee if
there is positive relation between the heads of the departments and the employees there might
have different growth of the company’s wealth.
Now a day’s most of the companies are irresponsible in the case of
making growth in internal communication and the employee engagement, which is another

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reason for the employees resigning the job. The companies are not well aware about the
internal communication and the job satisfaction; they are not trying to adopt any new method
for making the internal communication better. The employee satisfaction is only by the good
working condition and the passing of information between the co workers this information
pass through formal and informal channels this channels of communication is determent by
the employees themselves there may be the informal channels are using for the informal
communication. Informal channels are for the communication between the employees, when
there is a communication between the top levels to the lower level there must be formal
communication is needed and the relation between the heads and the subordinates will be
have hole and later it will be disagreements among the employees.
Employee engagement is an emergent property of the relationship between an organization
and its employees. An "engaged employee" is one who is fully absorbed by and enthusiastic
about their work and so takes positive action to further the organization's reputation and
interests.
Internal communication is the transmission of information between organizational members
or parts of the organization. It takes place across all levels and organizational units of an
organization. An employee can fully concentrated on his work when he is absolutely free
minded and get the fully information about what he is doing and a free minded person can
work his maximum. This study mainly concentrated on the impact of internal communication
on employee engagement, this study held in the lemon tree hotel Delhi and the employees are
marked their suggestions in the form of the questionnaire that we had given from their
opinion many of the employees are interested in different mode of communication which is
affordable for the hotel but the hoteliers were not ready to take initiative belongs to that this
can be shown in the past three months records about sixty employees were resigned from the
hotel this was mentioned the resigned employees but the hotel management is not willing to
make any new changes to the company this will difficult to the employees. By this study the
hotel must take the appropriate steps for the internal communication and the other
communication facilities for the transfer of information from employees to the department
and vice versa.

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COMPANY PROFILE
Lemon tree hotels are one of the fastest growing hotel chains in all over India. Lemon Tree
Hotels process four star hotels, business class hotels, economic hotels, resorts. They
currently own and operate 25 hotels in 15 cities with 2800 rooms and above 3000 employees
and now they are the third largest hotel chain in India. They do have hotels in famous cities
Ahmadabad, Aurangabad, Bangalore, Chandigarh, Chennai, Ghaziabad, Gurgaon, Goa,
Hyderabad, Indore, Jaipur, Muhamma (Kerala), Mumbai, Dehradun, Shimla, Udaipur, New
Delhi and Pune. Lemon tree have 3 categories of hotels like Lemon tree premier (upscale
segment), Lemon tree hotels (middle scale segment), Red fox (economical segment), resorts.
It was found in 2002. Owner is Mr. Pattu Keshwani. They have won the trip adviser
performance of excellence 2013 award. Their vision is Lemon Tree Hotel Company shall be
India’s largest and finest chain of upscale, mid-scale and budget hotels and resorts it. The
Lemon Tree Hotel Delhi, Aerocity is a hotel which is situated near to the Delhi international
airport. It operates 2 hotels in the same building named Lemon Tree Premier for the upscale
category people and red fox hotel for the budgeted people. It is a 4 star hotel which offers an
extensive array of facilities and personalized service. This 4 star hotel is a luxurious hotel
property with spacious interiors in close accessibility to the airport and various entertainment
and shopping destinations of the city. Some of the easy accessible place or local attractions
are Connaught Place, Ambience Mall, DLF Emporium, and DLF Promenade in Vasant Kunj,
Jawaharlal Nehru University and Malai Mandir etc.
LITERATURE REVIEW
There are many studies conducted on the topic “impact of internal communication on
employee engagement. This study is of very importance in today’s world, as the
organizations are becoming more competitive. Most of the past studies were done abroad
more over majority of the studies were done in hospitals, among teachers, in universities, fast
food sectors etc. Besides, it is the first time that a study is being done in lemon tree Hotel
Delhi on this topic.
(muhammed, 2005) The impact of internal communication on employee engagement Internal
communication includes the different communication modes that are using in the hotel
industry communication includes technique of information transfer and human's thoughts and
behaviors from a person to other person. Word communication is represents all the currents
that by them a thought can be affect the thought. Organizational communication as an

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academic plan examines signs, signals, media relations and interactions between individuals,
organization communication networks and belief encounters in organization. (j, 2008)
Managers will spend more than 75 percent of its activity time for implement
some of the communication techniques. Evidence shown internal communications high
importance extreme research conducted by (faktol, 2009) show there is positive relationship
between the amount of time spent on communication and important activities such as actions
leading to job satisfaction. Results of these findings, in many organizations, do spend
significant human and financial resources for development of effective internal
communication systems and facilitate of communication techniques and also strengthening
the staff's ideal information at all levels of organizational. According to research conducted in
the employee's behavior is influenced by own attitudes, hence, aware of them is essential for
managers. However must be acknowledged that for organization managers lack importance
awareness of all staff attitudes and managers haven't interested in knowing all these attitudes.
In fact, managers are more interested in knowing categories of attitudes are related to work
and organization. According to research conducted in this case three attitudes major has
attracted most attention from researchers, the three attitudes included job dependence, job
satisfaction and emotional commitment. (al, 2010)
According to (Saks, 2006)and Kress 2005, cited in (Welch, 2007)internal corporate
communication reinforces the importance of “clear, consistent and continuous
communication in building employee management”. (Marques, 2010)suggests that
responsibility (content and context), conciseness, professionalism (business-like) and
sincerity in internal communication results in “improved interaction, greater trust, greater
understanding, enhanced efficiency, better performance, and enhanced gratification”. In
(O'Donovan, 2009)survey of business leaders about employee benefits, clear communication
emerged as a strong differentiator in employee motivation in a recession; 79 per cent of
business leaders who answered negatively to all questions relating to utilizing employee
opinion, rewarding staff for their efforts and clearly communicating with their employees
have perceived a drop in motivation. Only 12 per cent of business leaders who feel they
clearly communicate to employees perceived a drop in motivation.
From all the previous studies of internal communication and employee engagement we can
clearly understand that, though there were many studies on the above topic, there were no
studies which deeply examined the various factors that come under the different modes of

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communication techniques that presently using in the hotel and. And since this study is done
for the first time in lemon tree Hotel, this study has an importance. The managers of the hotel
are benefitted out of the study they can know the different modes of communication that have
to be included in the hotel internal communication structure.
METHODOLOGY
The research instrument for this study was the questionnaire .The questionnaire contains
sections evaluating the overall experience that means the questions related to the physical
pain and the work load among the workers. The first part of the questionnaire contains the
demographic questions like age, salary, department, and experience and the questionnaire is
collected directly from the workers who worked under housekeeping and food and beverage
from april to may.7 point scale was used for the measuring the data by using little too little,
below average, average, above average, high, very high.
The sample for this study was chosen through convenience sampling. The sample is
selected in respective of departments, salary scale, and experience. The sample size is only
33.SPSS was used as statistical software tool used were crosstab, correlation, Regression
ANOVA etc. The general objective of this study was to know how the change in work
environment affects physical pain of low wage workers. Based on the previous studies the
researcher assumes that the results are true.
ANALYSIS AND INTERAPRETATIONS
The study was conducted by using the questionnaire collected directly from the employees
who worked under different departments such as housekeeping and food and beverage
service and it was collected during April and may. For my general objective I am try to
evaluate the relationship between internal communication and employee engagement. For
finding the further objectives the following analysis were done.
To study the influence of upward communication on employee engagement

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The above correlation table showing the relation between the upward communication and the
employee engagement from the table it is clear that there is a positive correlation between
upward communication and employee engagement and it also significant at 0.05 levels that
means when there is upward communication increased the employee engagement is also
increase and vice versa
Correlations
Upward
communicati
on
As an
employee in
lemon tree
Upward
communication
Pearson
Correlation
1 .462*
Sig. (2-tailed) .010
N 30 30
As an employee in
lemon tree
Pearson
Correlation
.462*
1
N 30 30
*. Correlation is significant at the 0.05 level (2-tailed).

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ANOVA
Sum of
Squares Df Mean Square F Sig.
Between
Groups
5.765 12 .480 2.639 .033
Within
Groups
3.095 17 .182
Total 8.860 29
The above table showing the ANOVA between upward communication and
employee engagement and here the significant at a 0.05 level which means the
employee engagement differs in different groups of upward communication. Here the
p value is .033 and it is significant that means 60%of the employee engagement is
through the upward communication.
Regression table
Model R square Beta Significant
1 .213 .462 .010
The above table showing the regression between the upward communication and
employee engagement the p value is .010 and the r square value is.213 that means
21.3% of employee engagement is through the upward communication and the beta
value is .462 that means one unit change in the upward communication will make
.462 unit changes in the employee engagement.

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To evaluate relation between horizontal communication and employee engagement
Correlations
Horizontal
communicatio
n
As an employee in
lemon tree
Horizont
al
commun
ication
Pearson Correlation 1 .436*
N 30 30
As an
employe
e in
lemon
tree
Pearson Correlation .436*
1
N 30 30
The above table shows the correlation between horizontal communication and the
employee engagement. From the table it is clear that there is a positive relation
between the horizontal communication and the employee engagement. Which means
when the horizontal communication increase the employee engagement is also
increases and vice versa.
ANOVA TABLE
Sum of
Between
Groups
4.829 11 .439 1.960 .099
Within
Groups
4.031 18 .224
Total 8.860 29

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The above table showing the ANOVA between horizontal communication and
employee engagement and here the significant at a 0.05 level which means the
employee engagement is differs on the basis of horizontal communication. Here the p
value is .099 and it is significant.
Regression table
1 .190 .436 .016
The above table showing the regression between the horizontal communication and
the employee engagement here the p value is .016 and the r square value is.190 that
means 19.0% of employee engagement is through the horizontal communication and
the beta value is .436 that means one unit change in the work load makes .436 unit
changes in the employee engagement.
To study the influence of down ward communication on employee engagement
Correlation table
Top down
communicatio
n
As an
employee in
lemon tree
Top
down
comm
unicati
on
Pearson Correlation 1 .558**
N 30 30
As an
emplo
yee in
lemon
tree
Pearson Correlation .558**
1
N 30 30

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Top down
communicatio
n
As an
employee in
lemon tree
Top
down
comm
unicati
on
Pearson Correlation 1 .558**
N 30 30
As an
emplo
yee in
lemon
tree
Pearson Correlation .558**
1
N 30 30
**. Correlation is significant at the 0.01 level (2-tailed).
The above table showing the correlation between the top down communication and
the employees’ engagement, from this table it is clear that there is a positive
correlation between the two variables from this deep relation when the top down
communication increase at same time the employee engagement also will increase
and vice versa.
ANOVA TABLE
Sum of
Between
Groups
5.600 13 .431 2.114 .079
Within
Groups
3.261 16 .204
Total 8.860 29
This is the anova table between the top down communication and employee engagement
from this anova table it is clear that there is no significant relation between each variables

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which means employee engagement is not differ in different groups of top down
communication.
Regression table
1 .540 .558 .001
The above table showing the regression between the top down communication and
the employee engagement here the p value is .001 and the r square value is.540 that
means 54% of employee satisfaction is through the top down communication and the
beta value is .558 that means one unit change in the top down communication
makes.558 unit change in the employee engagement.
FINDINGS AND SUGGESTIONS
From this study it is clear that the internal communication and employee engagement is
highly related factor in a hotel industry because the employees are responded in favor of the
communication is an important factor especially the internal communication between the
employees. Communication between the employees who working under one company and
one department there must be a positive and strong relation between them and this will be
strong factor for the employee engagement also the basic relation between the employees will
leads to get satisfaction among the workers.
The information get through the data analysis is relating
to the influence of internal communication on employee engagement, the internal relations
carrying an important role in the employees working condition and their satisfaction, from the
research it clear that there is cross relation between two factors. Respondents of the study
belong to the hotel employees and their response towards the internal communication system
that following in the hotel are need changes. Also they argued about the modes of
communication and different channels that have to adopt in the lemon tree hotel.
The study on the relationship between internal communication and employee
engagement this study mainly focusing on the impact of different communication modes on
employee engagement and the result from thirty respondents were correlated at different
levels which means the employees o were suggested the present system of internal

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communication modes must be change. The hotel departments must have sufficient power to
call for meeting by their own heads, the monthly meetings and the supply of sufficient
knowledge through proper ways that means ne modes of communication can be install in the
hotel. To improve the communication system between the departments and the employees the
hotel can adopt interactions between the departments and workers and monthly special
meetings and recreation facilities can be adapt to the hotel. Communication exchange of
views this will help the departments to share the drawbacks which means opportunity for
employees and managers to exchange views about issues. Upward problem-solving means
get an opportunity for employees to provide feedback on specific topics this may be helpful
to know more about the colleagues. There are many other facilities like departmental
meetings and interactions and this will help to get possible opportunity to express their
feelings difficulties.
CONCLUSION
This research mainly focusing on the impact of internal communication on employee
engagement, in this study two important factors were taken to the study that was the influence
of internal communication and the employee engagement. From these two factors I studied,
in internal communication the modes of communication such as the sending of emails to the
departments promotional activities for encouraging the communication between the
employees by the study of these factors the present situations of the hotel relating to the
communication and employee engagement. Through the data analysis it is clear that there are
many barriers in internal communication in the lemon tree hotel and the employees are
argued that the present situation that have to be need changes many of the employees not
much agree with present modes of communication, this is negatively affect the employee
engagement . Communication exchange of views this will help the departments to share the
drawbacks which means opportunity for employees and managers to exchange views about
issues. Upward problem-solving means get an opportunity for employees to provide
feedback on specific topics this may be helpful to know more about the colleagues. There are
many other facilities like departmental meetings and interactions and this will help to get
possible opportunity to express their feelings difficulties.
LIMITATIONS
The main difficulty was the language issue because the employees are from different states
My study is limited because of the respondents is only 30 so that the information may be

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wrong, some of the employees are not ready to give information because personal bias. Many
questions were avoided later I understood that are necessary for my study so that make my
study limited. The period of data collection was peak season and the employees were busy
with their own work. The information given them was not correct. Area of study was limited
my study is only located on the housekeeping and food and beverage department and mu
study is special preference given to the low wage workers. For further studies more
departments can be adopt and the number of the respondents can be increase.
REFFERENCES
Bibliography
al, s. e. (2010). organizational commitment aupervicery commitment. jurnal organizational
behavior , 112-124.
faktol, m. a. (2009). internal communication and engahement. jurnal of employee
engagement , 60-70.
j, s. (2008). organizational commitment. scantinavian jurnal of management , 364-374.
Marques, J. (2010). Enhancing the quality of organizational communication, a presentation
of reflection-based criteria,. Journal of Communication , Vol 14. No 1, pages 47-58.
muhammed, m. (2005). organization and management of research approach. organization
management , 10-50.
O'Donovan, D. (2009). Staff who understand reward are more motivated, Employee
Benefits.
Saks, A. (2006). Antecedents and consequences of employee engagement. Journal Of
Managerial Psychology , Vol.21. No. 7, pages 600-619.
Welch, M. J. (2007). Rethinking internal communication: A stakeholder approach. Corporate
Communications: An International Journal, , 12(2), 177–198.
QUESTIONAIRE
A study on the Relationship between Internal communication and Employee engagement
with special reference to lemon tree hotel , Delhi.
1. Years of service with the present organization

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o Less than 1 years
o 1 to 3 years
o 3 to 5 years
o Above 5 years
2. Age:
3. Gender: Male / Female
(Please tick on the appropriate columns after going carefully through the questions)
1. Rate the effectiveness of these channels of communication ( 1-excellent, 7 - poor)
1 2 3 4 5 6 7
One to One communication
Team/dept meetings
Informal channels (grape vine, gossip, )
Group Meetings / staff Meetings
Departmental Newsletters
Executive memos
Technological communication(Email
announcements, internet posting,
blogposts, phone calls etc.)
2. Your rating of the top down communication
1 2 3 4 5 6 7
Information I receive from top
management is trustworthy
My superiors express confidence in my
ability to perform the job
I receive adequate information from my
superiors
I receive timely information from my
superiors
My superior makes me feel that things I tell
him/her are really important
My supervisors encourages you to bring new
information even if bad news
My supervisor understands my job problems

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3. Your rating of the upward communication
1 2 3 4 5 6 7
I often get opportunities to communicate
with my superiors.
I have freedom to communicate with my
superiors.
The communication I have with top
management are open and free flowing
Superior willing to tolerate arguments and
give fair hearing
Listens to you when you share things that
are bothering you
I tell superior my feelings about way they
manage
Safe to tell superior what you are really
thinking
3) Your rating of the horizontal communication
1 2 3 4 5 6 7
Information I receive from my co-workers
are trustworthy
I receive timely information from my co-
workers
I communicate frequently with my co-
workers
The communications I have with my co-
workers are open and free flowing
I experience solidarity among my co-
workers.
I share ideas and information with my
colleagues in other departments
4) As an Employee , please mark your responses to these statements.
1 2 3 4 5 6 7
I am determined to give my best effort at
work each day.
I am often so involved in my work that the
day goes by very quickly.

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I get excited about going to work
I am inspired to meet my goals at work.
I really care about the fate of this
organization.
The work I do is meaningful to me.

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