2. Internal Communication
Large business organisations can be spread
over various branches and departments, as
well as geographically
The larger the size, the more is the level of
internal communication taking place
3. Internal communication includes face-to-face,
telephonic, letters, emails, faxes and instant
messaging from –
1. One department to another
2. Employees to the manager and vice versa
3. One branch to another
4. Branch to the controlling office
5. Sales personnel to field staff etc
4. Type of medium used would depend on the
situation, importance and urgency
Written communication, however, has
certain distinct advantages
5. 1. It creates a record of the message
2. It facilitates subsequent reference
3. The reader gets an opportunity to read at a
convenient time
4. It offers greater clarity to the messages
5. It is possible to include as annexures all
information and data related to the message
6. Letters Within The Organisation
May be personal or general
Letters to staff may convey –
Benefit Loss
Punishment Appreciation
Concern Progress or Setbacks
7. These letters can invoke strong sentiments
among the staff, such as –
Joy Anger
Hurt Apprehension
Disillusionment
or Disappointment etc
8. These letters relate to human issues
Letter writer should be conscious of the likely
reaction of the reader
Considerate and appropriate tone, intensity
and modulation should be used
Let us look at some of the common types of
internal letters
9. Circulars
A written communication addressed to a circle
of persons, customers etc
May cover a notice, advertisement etc
Process of sending circulars is known as
circularizing
Circulars are means of sending specific,
subject-related instructions
10. Circulars’ contents are expected to be
mandatorily followed
They are in the nature of instructions and
guidelines
Are of a permanent nature, of long-term
relevance; may be modified as and when
instructions need to be revised
Can be general for the whole organisation, or
concerning a particular department, or for
customers only
11. Memos
Memo is a shorter form of the word
Memorandum
It is a note to help the memory or a record of
events, etc, for future use or records
Can also be described as an informal letter
without signature
12. However, it has become common practice
these days to sign a memo
Memos cover events and developments within
the organisation
Memos’ contents are meant to be noted
They are generally informatory in nature
13. They are generally of short-term relevance
These are addressed to specific individuals
only
14. Maximising Use of Circulars & Memos
Circulars & Memos contain vital details of
relevance on functional areas
May need to be referred to frequently by the
staff
Should be carefully indexed, filed and
preserved
Should be readily traceable when required
15. Should be carefully drafted, bearing in mind
the 7 C’s of communication
Underlying principle of adaptation to the reader
must be followed
Ensure that copies reach all concerned well in
time so that there is no communication gap
16. Sometimes circulars refer to previous
communication on the subject
This may make it difficult for the user to follow
Whenever such a circular is drafted, it should,
as far as possible, be comprehensive in
nature
Reader should be able to understand contents
without having to refer to the previous
communication, and to facilitate ease of
reference
17. Drafting of circulars & memos calls for good
communication skills
All relevant facts and figures should be
covered in an organised manner
Wherever necessary, illustrations and
examples should be given as annexures
Indifferently drafted communication may create
confusion - may necessitate further
clarifications being sought
18. A clear-cut circular or memo makes
things easier at all levels
Do not forget the basic need for
adaptation and the 7 C’s!
19. Writing Without Hurting
One needs to remember that we are all human
beings, regardless of what level one is
working in the organisation
Managers may often have to write to staff to
convey displeasure and punishment etc
It is very important and essential to ensure that
the tone and language that is used in the
letter is not hurtful to the reader
20. Avoiding Being Hurtful
One must choose the words very carefully
Letters can be stern, strongly worded, or
candid, but they need not be hurtful
Even if being written to highlight deficiencies
that are work related, they should not
deliberately be hurtful, humiliating or
denigrating to the addressee
21. Such letters may cause damage to an
otherwise cordial relationship built up over
the years
Even if regret is expressed later, the feeling of
hurt lingers
Sometimes, it can hurt the ego of the person,
resulting in both parties hardening their
stand on any issue
Once the words are out, the damage is done
22. Never Write When Angry
Anger is an emotional state that is not normal
It hampers logical reasoning and brings out
words that are generally harsh and hurtful
Any letter written in anger is likely to damage
relationships and goodwill
23. Anger, however, is a passing phase
It subsides after a while
Let the anger subside before resorting to any
communication – written or otherwise
Very often, we fail to see reason when we are
angry
24. However, when we calm down and review the
situation, we may find ourselves to be more
tolerant and accommodating
Anything written in anger cannot be undone
later
It is always better to write once the anger has
subsided.
25. Use Tact & Courtesy
Saying no without hurting the feelings of the
receiver is also an art
Every communication requires a good measure
of tact and courtesy
Whenever saying no to someone, provide a
proper reason for declining the request, so
as to remove any lingering doubts in the
mind of the reader
26. The communication should be polite, but firm,
and should not say ‘no’ in a blunt manner
As far as possible, any unfavourable decision
should be conveyed promptly - delay adds to
the anxiety in the receiver’s mind, which
should be avoided
Whenever possible, suggest what addressee
can do in order to get a positive or
favourable response
