Abstract
The City of Tshwane Metropolitan Municipality (Municipality) conducted two employee satisfaction surveys, in 2012/13 and in 2014/15. The purpose of these surveys was to determine the municipal employees' overall satisfaction level with the organisation as a preferred employer. The level of communication was one of the areas employees indicated as inadequate.
This study therefore sought to assess internal communication between levels of management at the Municipality. This was a qualitative enquiry. Eight participants, managers on three levels of unit head, divisional head and group head, were interviewed. The study assessed whether employees felt well informed about what was happening in the organisation, whether employees felt that their behaviour was influenced by communication, and whether internal communication supported the Municipality in achieving its goals.
The findings of the research suggest that although communication took place between levels of management in the Municipality, this communication comprised work instructions, which in some instances was insufficient, as some respondents indicated that on occasion they were unable to do their work due to lack of information.
The results also indicate that the communication policy recognises internal communication as a means to communicate with employees to ensure they are informed and equipped to provide services, become brand ambassadors, support the Municipality to achieve its goals, strengthen the organisational culture, and muster a feeling of commitment among staff. However, these objectives are not being met.
The study also indicates that although the Municipality, through its communication policy, is cognisant of the varied communication needs of employees and the need for differentiated communication according to functions and responsibilities, mass communication is taking place, a similar message is sent to all staff rather than varying the message based on the needs of the employees. Therefore, communication between the levels of management in the Municipality is inadequate to ensure that the organisation meets its objectives.
M.Com. (Business Management)