1

Theme: Analysis of the role of internal communication in employee performance

Introduction
In today’s world, companies aiming for success are adopting an efficient system.
interactive and transparent communication. Scholars in the field state that communication
internal has occupied an increasingly relevant space within organizations. The
Internal communication is of great importance for the development and survival of a
organization.

Internal communication runs parallel to the normal flow of communication that permeates the
sectors of the organization, allowing its full functioning. Internal communication is focused
for all employees of the company, encouraging the exchange of information and stimulating the
experiences and dialogue, as well as participation.

Internal communication works towards achieving consensus on the systems and values of
organization, and at times, being vital to solve and achieve goals that the institution
wants to obtain according to your work schedule. It is another important compound of
integrated communication. This type of communication has the need to convey to the public
internal, the actions, visions, and thoughts of the organization, keeping the employee "in the loop" about what
it happens in the company.

The reasons that lead me to choose this theme are several, among which we have: the fact that it is
a very important area for the organization, considering that the internal audience of
organizations are a very important link and deserve better monitoring.

Regarding the structure, this work is organized as follows: introduction,

problematization, justification, objectives, hypotheses.

Problematic

Communication lives in organizations, one way or another, it was and will always be present.
in the day-to-day of the company. What differentiates it is its evolution in recent years, as some years
back, it was not given the due importance. The complexity and difficulty of communication in
the company results from the factors that surround it and the diversity of types of communication
 3

existing within an organization, such as class and cultural differences, the levels
hierárquicos da empresa e a comunicação formal e informal.

Internal communication aims to create a bridge that connects the sectors and the
employees with the company, generating the necessary knowledge to achieve the goals
established and promote the development and growth of the organization. Based on
The problem presented above raises the following starting question: To what extent does the
Does internal communication contribute to organizational performance?

Justification
Communication is the foundation of all administrative processes, therefore it is necessary to do it well.

Using it, working in a planned and organized way, by doing so, several points will arise.
positive for the company. Currently, companies are being more transparent and open,
creating more channels of communication with society, winning, respecting, and satisfying
consumers, adding value and positioning themselves well in society, seeking
balance between the interests of society and those of the organization. In short, part of the companies

they started to realize that internal communication has been one of the main tools
important in the organization, possibly creating a strong bond between employees with the
organization, influencing the achievement of their goals and objectives.

The more active internal communication is, the greater the involvement and dedication of
collaborators, thus causing motivation and recognition for the employees,
stimulating them to carry out their tasks efficiently will consequently increase the degree of
productivity. Successful internal communication highlights the company's value and its
product, as the internal audience has credibility when talking about their company to the external audience.

The choice of this theme is justified because it is current, as it allows organizations to better
vision in relation to your internal audience, thereby being useful for professional purposes.

Objectives
General
Identify how the organization's communication process affects performance
employee tasks.
 4

Specific
Verify the effectiveness of the organization’s communication system;
Identify the most used communication channels in the organization under study;
Evaluate the level of employee satisfaction regarding internal communication.
organization.

Hypotheses

Internal communication plays an important role in organizational performance by

the fact of stimulating good interpersonal relationships, high motivation at work and
flexible teams.

Internal communication is not an important factor in organizational performance.

due to being influenced by the behavioral differences of individuals that
derive from their hierarchical superiority and unequal beliefs.
 5

CHAPTER I

[Link] REVIEW
This chapter will address the theme of Communication and its concepts from the perspective of some authors.

content refers to general communication determining levels, flows, processes, and the
elements that compose it, aspects about internal communication.

According to Bordenave (2006), communication is not an isolated act of life and society, as it is
through communication, one learns the standards of living and culture in relation to society.
Consequently, communication is much more than the media.
means are so powerful and important in today's life, that every now and then one forgets that they
they represent only a minimal part of the total communication. Communication is a common fact
in daily life and it occurs not only in the business environment but also in personal life. The
the need for communication has the same essence as breathing, one does not even notice that it is happening.

done. People who were prevented from communicating for long periods went crazy or
they came close to madness (Bordenave, 2006).

According to Chiavenato (2004, p.142), communication is: The exchange of information between people. It means

making a message or information common. It constitutes one of the fundamental processes of

human experience and social organization. Communication requires a code to formulate
a message and send it in the form of a signal (air, wires, paper) to a recipient of the message that
decodes and interprets its meaning. Therefore, communication is having knowledge of
information; translates into the exchange of information and messages between individuals. It is a process

essential for human life and requires any type of code, for it to happen.
effective form.

According to Chiavenato (2004), direct spoken personal communication deals with conversation.
language used through signs, gestures, and symbols. On the other hand, interpersonal communication can
can also occur at a distance, being expressed through writing, telephone, or the internet. For Terciotti
Macarenco (2009, p. 2) states that communication is: "The act of sharing information between two or
more people, with the aim of persuading or obtaining a common understanding regarding
an issue or a situation." For the success of the communicative act, some are essential
 6

key elements, described below, the absence of some of them may compromise the entire process of
communication, as cited by the authors (Terciotti and Macarenco, 2009):

Emitter: it is the one who transmits the encoded message to the receiver;

Receiver: it is that person who receives, decodes, and interprets the message sent by the
emitter;
Message: it is the object of communication, consisting of a set of signals;
Environment or context: it is the scope in which messages are transmitted and received. It is up to
remember that the environment is a very important extralinguistic element, as it determines
the communicational behavior of the speakers;
Channel or means of communication: it is the means by which the message is transmitted, it can be
oral, written, visual or physical;
Code: it is the set of linguistic or non-linguistic signs common between the sender and the receiver, and
the rules for using these sets and allows the sender to verify if the receiver
I understood your message.

1.2. Communication and Information

The term communication is increasingly used in numerous circumstances to evoke practices
and extremely diverse situations. When we think of 'communication', we associate
immediately the idea of transmitting information between two or more interlocutors. The
communication is generally known as an exchange, a process of sharing. To communicate is to put
in common. It is necessary to distinguish communication from information, in order to avoid an error

frequent in organizations, establishing the idea that by managing information, one also manages
communication. The information is situated at the level of the contents that circulate in the flows

communicational, while communication consists of a broader concept that is not

dependent on information. The lack of information does not necessarily mean the lack of
communication, while the lack of communication implies the non-transmission of information.

According to Duterme (2002, p. 18), 'In a communication situation, our attention is focused on what'
what is exchanged: content, the message." It is equally important the way in which the information
are transmitted, the way the participants communicate, the tone, postures, sincerity, the
 7

feelings, as they are all connected to the content of the exchanged messages. All theories of
communication is at the origin of the well-known communication scheme mentioned below:
Emitter Message Receptor

According to Duterme's perspective (2002) for the sender, the goal is to aim for the information
address the recipient in the best way, taking care to reference the essentials of
content of the information and structure it clearly and logically, formalizing it in the best way
possible way, so that the content reaches the recipient with maximum effectiveness. The
the sender is responsible for the nature of the messages it emits. In the message, the intention of the

emitter, added to the characteristics of the receiver, will allow the transmission to take action.
During this exchange of information, interesting phenomena occur, namely at the level of
two meanings attributed to what is said by each one. The perceptual differences are indeed
a factor present and to consider, particularly in its contents, forms of construction and
implications in the behavior of the interveners. From Duterme's (2002) perspective, one observes
currently to the new information and communication technologies (ICT). These sophistications
they determine the ever-increasing importance of those responsible for communication and grant them
a more important power over the 'communicational' processes.

1.3. Organizational communication

It is not possible to have good human relationships without communication. On the other hand, it is necessary to have a

effective communication not only for human relationships but for a successful business. In
In practice, there is no organization without communication. The organizations where
communication does not work, cannot be considered successful organizations. The managers
they spend most of their time communicating in various ways: through meetings, discussions,
letters, emails, face-to-face, etc. It can be emphasized that employees increasingly dedicate
an increased attention to communication. This is why communication has become more
important in organizations.

Organizational communication has recently been recognized as a field of study.

motivated by the diversity of concerns in modern business where managers must be
good speakers, with the aim of gaining the trust of their collaborators and
 8

consequently the trust in the organization. In organizations, communication is increasingly

but seen as an important variable, as it influences and is influenced. We see,
thus, organizations are seen as a complex system that requires communication to be
carefully planned and controlled, in order to promote the transmission of useful information in
the most suitable plan and at the right time.

1.4. Communication and organizational theory

This theme is of considerable importance in understanding and analyzing the evolutionary process of
communication systems throughout the ages. The organization can thus be analyzed.
under four distinct approaches: the classical, the human, the integrative, and the contemporary.

To better illustrate this approach, Marín (1997) also highlights the different styles of
communication, adapting them to each classical theory of organizations. For this author, the styles of
more pronounced communication in each phase of the evolution of organizational theories, represents
exactly the expression of the characteristics of each one of them.

Tabela 1 –A comunicação na teoria das organizações

Brief Description Communication Style

Theory of Bureaucracy Evolution yes society Communication formal e
Weber capitalist, democratic, and bureaucratized.
bureaucratic.
Scientific Organization of the production system based on Vertical communication, count
Work - Taylor the techniques for selecting employees are
people, timing and commanded and controlled
valuation procedures by your superiors
of jobs. hierarchical.
Organization Theories The focus shifts from manufacturing Vertical communication more
Formal for the Administration, whose present for to affirm
leadership style and management of hierarchies.
people is based on the use of
hierarchical power.
School the RelaçõesO Homem procura obter a sua A comunicação informal
Humans execution of tasks that plays a relevant role
 9

executes. Theory of Elton Mayo among informal groups of

where work is a communication.
activity between groups
informal e theory the
Maslow's needs.
McGregor's Theory X and Theory Y Theory X: people prefer company adopt a
to be led to take on communication formal e
responsibilities; vertical
Theory Y: As people More informal communication
they commit to carrying out those in Theory X.
company objectives by
compensations associated with
your profit, looking for new
responsibilities and elevating
your level of creativity.
Ouchi's Theory Z Individuality gives way to an increasingly open Space
collectivity. Greater for informal communication and
horizontal employee identification.
with the organization of what

with your profession.

Theories Systemic deAs organizations are Organization seen as a
Bertalanffy collectives aimed at achieving a social system, open, where the
specific objectives, as communication is a factor of
a structure socially of great importance.

formalized or informalized.
Source: Marin 1997, Communication in the Theory of Organizations.

1.5. Internal Communication

 10

According to Filipe (2007), internal communication is a clear reflection of culture.

organizational, because there is a process of mutual influence between both. Communication is
integral part of the cultural process of an organization, through the way it is strategically
used and understood. Beyond communication being a fundamental tool for the
propagation and assimilation of the organization's culture, it is the culture that determines the type of

communication of the organization as well as its form, vehicles, content, and flows.
internal communication has the function of facilitating the acculturation process of new members of
organizations through the sharing of common references, the departmental realities, the
elements of organizations, the practices, for these reasons it is very important the communication of
mission, culture, values and objectives of the organization in the process of socialization of new members

collaborators and the development of the organization.

Internal communication is a strategic factor for the success of organizations because it acts
mainly on three fronts: it is fundamental for business results, it is a factor
humanizes the work relationships and consolidates the identity of the organization with its
public (Beraldo, 1996, cit. in Almeida, 2010, p. 3). Internal communication is one of the forms
for an organization to communicate with its priority audience. This type of communication aims
basically the motivation of employees, contributing to development and maintenance
of a positive atmosphere, providing the achievement of the goals of the organizational strategy. The
internal communication can be defined as a communicative process through which it is created,
develops and evolves the organizational entity.

According to Almeida (2008, cited in Pina, 2008), there is an effort in the organization to
coordination at the communication level, in order to achieve responses and solutions in
useful time, the responses to the outside require the execution of genuine internal missions, for the
The realization of these missions is embodied in the development of relationships not only between
people but essentially, among them and in the organization as a moral person. These
Relationships do not only affect people's lives, they are also the constitution of the person.
moral - company - moral because it has an identity, a personality, a history of values,
determined, on the one hand, by the conditions of their creation and by their founders, and on the other
side, through the everyday where individual and collective visions belong.
 11

The employees represent a very important audience for the management of any
organization. "One of the characteristics of business leaders is to know exactly how
process the communication with your internal and external audiences while being firm
with your collaborators, knowing how to stimulate them to truly participate in the company. The
business communication process, when well executed, has an effect that provokes reactions
positive both in the internal and external community” (Figueiredo, 1999, quoted in França
&Leite, 2007, p. 19). As Dionísio (2004, cited in Baptista, 2009) mentions, the collaborators
they intend to be informed about the external and internal factors that influence the nature of
your work as, for example, new technologies, the expansion of the organization or the
layoffs, benefits and salary policies, also want to be informed about the
company regarding its profits, new products, and its objectives, about the
people in other departments, about the organization and the collaborators as a whole.
Dionísio (2004, cited in Baptista, 2009) also tells us that:

The organization must know how to motivate and engage the internal audience in order to achieve it at a level

external.
Internal audiences are a means of externally communicating the organization's image.
being able to achieve this utility negatively if they are not involved;
The congruence between internal and external communication is essential for you to acquire
effective communication.

Internal communication plays a decisive role in the development of the organization. A

well-planned and structured internal communication, based on a strong communication strategy,
It is essential for any organization that wants to be aware of the state of morale and motivation of
your collaborators.

According to Kunsch (2003), internal communication is a planned sector with its objectives well defined.

defined to facilitate all possible interaction between the organization and its employees.
Therefore, internal communication occurs with the normal circulation of information from everyone
sectors of the organization, allowing it to function. Internal communication is the communication
existing between the company and the employees. For this reason, we understand that internal communication

covers
 12

The communication between departments, agencies, units;

Communication between people from the same departments, bodies, units;
Communication between managers;

The communication between employees and direct management, such as supervisors and managers, and leadership

indirectly, like directors and presidents (Tavares, 2007).

1.6. The functions of communication

It is important to explain some inherent elements of communication, namely its functions,
since it is impossible not to communicate and communication is present in all tasks.
According to Stoner (1985, cited in Ramos, 1997, p. 3), 'communication is the foundation of management functions. It is the

process that allows the transmission of information necessary for planning and implementation
plans, for the organization and control of people and tasks. Ultimately, it allows for managing people.
in order to achieve harmony and success. According to Brault (1992, cited in Filipe, 2007) the
communication has seven functions in the organization:

Informative function: it aims to convey knowledge and the 'know-how' of

organization
Integration function: to develop in employees the sense of belonging to a
group, beyond the economic function of the organization;
Feedback function: it is based on the return of the messages sent in a certain
axis, vertical or horizontal, with the purpose of verifying and validating your understanding;
Signal function: consists of the emission and multiplication of signals and micro messages that
allow the public to identify the personality and continuity of the company in the same
meaning;
Behavioral or argumentative function: serves to indicate clear orders and
indispensable and explicitly request that one moves in a determined direction;
Function change: allows for the change of image and involves the concrete change of
mindsets, attitudes, and relationships;
Image function: aims to convey an image to the internal and external audience
favorable to the organization.
 13

According to Myers and Myres (1982, cited in Filipe, 2007), communication has three functions that we can

consider as primary:

Coordination and the regulation of production activities: communication as a

means of coordination and regulation takes on a role of organization and control of the
organization
Socialization: establishing oneself in the human relationships that are formed within the organization and in the

the way they are structured both emotionally and rationally. It is the
communication that influences the social climate and organizational culture;
Innovation: organizational communication as a way to promote innovation in
organizations, their control and coordination.

1.7. Internal communication means

According to Tavares (2007), knowing how to use the various techniques and communication channels within the

organization is a fundamental factor for its development, unfortunately many companies

they only have some techniques and channels, but do not know how to use them in a planned manner.
According to Leite (2006), the internal communication process and its means need to be
made available effectively and attractively so that they can truly fulfill their mission of uniting the
employees of the organization. To facilitate the internal communication process, Tavares (2007),
shows some means and techniques of communication:

Internal publications: (house organs, newsletters, newspapers, and magazines) are publications of the company.

for the internal audience. The communication area is responsible for the preparation, it needs
approval from the other departments of the company. It is necessary to determine an agenda that is
important for the internal audience. Improving internal communication, informing not only
issues for the company's management, but rather on important topics for everyone
employees, encouraging their participation in the production process (Tavares, 2007).

Memo: it is a type of communication used between sectors. It should convey messages, with
specific purpose. It needs to be clear, direct, and objective. Its aim is to convey the
information, suggestions, requests, notifications, etc. (Tavares, 2007).

A circular is correspondence developed in more than one way, addressed to several...

recipients (people/bodies). Usually to recommend or order something (Tavares, 2007).
 14

Report: It is a written document that conveys information, facts, statistics, projects, etc. With the
objective of improving the processes related to products, services, and procedures of a
organization. The use of formal language is important (Tavares, 2007).

Email: Online communication is very present in companies. Email

electronic can be used both among internal audience and between companies and external audience. It is
agile and precise in communication, excellent for passing on urgent information and calling meetings
(Tavares, 2007).

Newsletters: It is an informational bulletin, its basic rule is objectivity. The texts must be
concise and focus the information (Tavares, 2007).

Murals: They are means of visual information within the company. It is important that they are placed in

places with heavy foot traffic. An important detail would be to do a job of

awareness among employees so that they participate in the communication process by reading
weekly the murals (Tavares, 2007).

Interviews: It is a planned and structured conversation aimed at obtaining information.

gather opinions, feelings, and attitudes of the employees. The interview can be recorded or
writing. To seek to clarify the answers to see if they were recorded correctly (Tavares,
2007).

Lectures: It is a way to convey knowledge or information that is important for the

professional development as well as for employee motivation. Develop lectures with
interesting topics such as: health, quality of life, customer service, marketing, etc.
(Tavares, 2007).

Meetings: They are gatherings of people to achieve specific objectives. It serves to gather or
provide company information, there is immediate feedback (Tavares, 2007).

Telephones: Telephone devices are distributed to all departments of the company.

where employees can get in direct contact with the desired place (Tavares, 2007).
 15

1.8. Types of communication

An organization cannot survive in society without communication, and for that
An organization must be capable of successful communication for both types of
existing communication within organizations, both formal and informal, needs to be
evaluated with attention (Caldas, 2009).

Formal communication: it is the means of formalized relationship at work. Communications

Formalities occur more with service orders, instructions, questionnaires, etc. Obeying the
official channels of the organization (Pires and Menezes, 1978).

According to Tavares (2007, p. 49), 'formal communication is understood as any and all forms of
communication that is documented. Examples: meeting minutes, email, memorandum,
circular, official letter, etc. Formal communication is related to the system of norms that govern the
behavior, the objectives, the strategies and lead to the responsibilities of the participants
of the organization (Kunsch, 2003). The message is transmitted and received through formal channels.
established in the company's organizational chart within its organizational structure and derives from the upper

administração (Caldas, 2009).

Informal communication: it is a means of unformalized relationship, that is, a simple one.

relationship among the members of a certain organization, not identified with the
obligations and rights inherent to the position held (Pires and Menezes, 1978). According to
Tavares (2007, p. 49), 'informal communication is primarily characterized by informality'
and non-documentation. Examples: chat, gossip, conversation outside of the work environment without
records, such as, at parties and gatherings, etc. According to Gary Kreeps (quoted)1
Kunsch, 2003, p. 83), "one of the basic reasons for the informal communication system in
organizations is the need for members to obtain information about the organization and how
will affect their lives the changes in it." This explains that employees need
secure and reliable information, where often the formal form of communication does not
provide sufficient information to satisfy the doubts of these employees. It is through the
informal communication that the superiors of an organization can measure the results more
quickly about employees' opinions and dissatisfaction (Caldas, 2009).

Apud - means cited by.

1
 16

CHAPTER II
[Link]
According to Fonseca (2002), methodos means organization, and logos, systematic study, research,
investigation; that is, methodology is the study of organization, of the paths to be taken,
to conduct research or a study, or to do science.

[Link] of research

2.2.1. Regarding the objectives

Exploratory research

This type of research aims to provide greater familiarity with the problem,
with the aim of making it more explicit or building hypotheses. The vast majority of this research
involves: literature review; interviews with people who had practical experiences
com o problema pesquisado; e análise de exemplos que estimulem a compreensão (GIL, 2007).

Descriptive research

The descriptive research requires the researcher to gather a series of information about what they want.

research. This type of study aims to describe the facts and phenomena of a certain reality
(TRIVIÑOS, 1987).

2.2.2. Regarding the approach

Qualitative research

According to FREITAS & PRODANOV (2013), quantitative research does not require the use of methods and

statistical techniques. The natural environment is the direct source for data collection and the researcher is
the key instrument.

Quantitative research

Clarifies Fonseca (2002), differently from qualitative research, the results of the research
Quantitative data can be quantified. Since samples are usually large and considered
representative of the population, the results are taken as if they constitute a real portrait
of the entire target population of the research. The quantitative research focuses on objectivity.
 17

Influenced by positivism, it considers that reality can only be understood based on

analysis of raw data, collected with the help of standardized and neutral instruments. The
quantitative research uses mathematical language to describe the causes of a phenomenon,
the relationships between variables, etc. The joint use of qualitative and quantitative research
allows gathering more information than one could achieve individually.

2.2.3. Regarding the procedure

Literature review

The bibliographic research is conducted based on the gathering of theoretical references that have already been analyzed, and

published through written and electronic means, such as books, scientific articles, web pages
Any scientific work begins with a literature review, which allows the
Researcher to know what has already been studied on the subject. However, there are scientific researches.

that are based solely on bibliographic research, seeking published theoretical references
with the aim of gathering information or prior knowledge about the problem regarding
to which the answer is sought (FONSECA, 2002).

Field research

Field research is characterized by investigations that, in addition to bibliographic research

and/or documentary, data collection is carried out with people, using different types of
research (ex-post-facto research, action research, participatory research, etc.) (FONSECA, 2002)

2.2.4 Approach Method

Inductive method

2.3 Field Research

Field research is characterized by investigations that, in addition to bibliographic research,

and/or documentary, data collection is carried out with people, using different types of
research (ex-post-facto research, action research, participatory research, etc.) (FONSECA, 2002).
 18

[Link] collection techniques

As técnicas de recolha de dados aplicadas para a presente pesquisa foram: observação, O

survey by questionnaire and interview.

Observation

According to Marconi & Lakatos (2003), observation is a data collection technique for
to obtain information and uses the senses to attain certain aspects of reality.
It does not consist only of seeing and hearing, but also of examining facts or phenomena that
they wish to study.

The inquiry

A questionnaire is defined as the research technique composed of a set of questions.

what people are subjected to in order to obtain information about knowledge, beliefs,
feelings, values, interests, expectations, aspirations, fears, present behavior or
past.

Interview

According to Marconi & Lakatos (2003), the interview is a meeting between two people, in order to
one of them obtains information about a certain subject through a conversation with
professional nature. It is a procedure used in social investigation, for the collection of
data or to assist in the diagnosis or treatment of a social problem.

[Link]

According to Marconi & Lakatos (2003), it is the set of animated or inanimate beings of which
they share at least one common characteristic.

[Link]

According to FREITAS & PRODANOV (2013), it is part of the population or the universe, selected.
according to a rule or a plan. Refers to the subset of the universe or the population,
through which we establish or estimate the characteristics of this universe or that
population.
 19

[Link] of sampling

According to Marconi & Lakatos (2003), it does not encompass all components of the universe,
emerging the need to investigate only a part of this population.

No Category Population Sample % Instrument of

collection of
data
01 Director 1 1 100% Interview
02 Workers 26 14 53% Questionnaire
from the area

operational
03 HRD 02 01 50% Questionnaire
 20

[Link] DE ACTIVIDADES

This chapter outlines the activities that follow the presentation of the protocol,
being these specified each one of them in due time.

Table 2 – Schedule of activities

Yes 2021
Month January February March April May
Drafting of the inquiry
Data collection and gathering
Data processing and analysis
Discussion of the results
Preparation of the report
Presentation of the report
Source: Prepared by the author.
 21

[Link] PLAN
In this chapter, I specify the materials and means that will be used, being the same
corresponded to their respective prices, with the total price specified for now.
it is the expected, not currently considering aspects of possible situations of
unexpected events.

Table 3 – Budget plan.

Order Designation Quantity Cost Total Cost

Unitary
1 Printing of 92 4.00m 368.00 m
inquiry
2 Notepad 02 80.00 m 160.00 meters
3 Ballpoint pens 04 10.00m 40.00 meters
4 Snack 3 150.00 meters 350.00 mt

5 Transport 4 200.00 mt 800.00 mt

6 Internet 700.00mt 500.00mt

7 Credit 1000.00 mt 1,000.00 mt

Total 3,418.00 mt

Source: prepared by the author.

[Link] reference
 22

Almeida, V. (2003).A Comunicação Interna na Empresa. Lisboa, Portugal: Praxi

Batista, R. (2009). Cited: 'Management of internal communication as a strategic tool.'

ISLA, Carvalho, C., (2012)

BORDENAVE, J. (2006). What is communication. SP: Brasiliense.

CALDAS, P. (2009). Formal and informal communicationAvailable on the website: [Link].

Accessed on September 29, 2020.

CASAGRANDE, E. (2010). Analysis of internal communication processes in a company of

food branch in the city of Jacinto Machado - SC. 68p. Internship report of the course of
Executive Secretariat of the University of Extreme South of Santa Catarina. Criciúma: UNESC.

CHIAVENATO, I. (2004).Introdução à teoria geral da administração. Rio de Janeiro: Campus.

Duterme, C. (2002).A Comunicação interna na empresa. Lisboa: Instituto Piaget.

Filipe, J. (2007).À procura de soluções para os ecossistemas em perigo. Lisboa: Silabo.

FISCHER, R. (1994). Culture and power in organizations. São Paulo: Atlas.

FONSECA, J. J. S. Metodologia da pesquisa científica. Fortaleza: UEC, 2002. Apostila.

FREITAS, Ernani C. & PRODANOV, Cleber C. e. Methodology of scientific work: Methods

and Research Techniques and academic work.2aEd. Rio Grande do Sul: Feevale, 2013.

GIL, A. C. Como elaborar projectos de pesquisa. 4. ed. São Paulo: Atlas, 2007.

KUNSCH, M. (2003). Public relations planning in integrated communication. 4th ed. São
Paul: We are.

LEITE, Q.(2006). The importance of internal communication in organizations. Available on the website
[Link], accessed on October 7, 2020.

MARCONI, M. A; LAKATOS, E. M. Fundamentals of Scientific Methodology. 5th ed. São Paulo,

Atlas, 2003.
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