Internal communication as a company success factor in a changing business market

Abstract

The research entitled internal communication as a factor of business success in the face of changes in the business market, was a study carried out in a mobile phone company in Sofala, Mozambique. It aimed to understand to what extent the internal communication process established among the company's employees contributes to its success, through the adversities imposed by the market. A qualitative approach to the facts was used with the aid of a bibliographic search, interview techniques and documental study. A survey of data related to the internal communication process used in the company was carried out, with the subsequent analysis and description of the collected data. It was observed a violation in the chain of command in the company, that is, the formal channels used, as a rule, do not obey the hierarchy, which makes its communication system quite heavy, compromising the goals and company results. In the company there are communication barriers linked to the cultural context, language and information overload that negatively influence the downward, upward and lateral communication flow. As a proposal to improve the internal communication system for the company, it is suggested a readjustment of the organizational structure with the definition of lines of authority that clarification of downward, upward and lateral communication flows. It was also observed that the business success perceived by the company's employees is "apparent", as it only reflects the quantitative gains achieved by the company in the period under study, which are not qualitatively reflected in the lives of its professionals. Based on these findings it is suggested : i) the creation of an internal communication department to support the execution of the company's strategic plans; ii) that the company use communication channels that can guarantee the processing and storage of data: iii) the investment in internal communication systems taking advantage of informal communication; iv) the implementation of  social benefits adjusted to the results of the company, so that the success of the company can be effectively  perceived. It is also important to carry out research related to culture and organizational development, as well as studies on leadership, to enhance the knowledge about the importance of good relationships for the success of any company/institution.