Impact of Internal Communication on Employee Engagement - A Study at Delhi International Airport

D. Masthan

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Employee Performance and Management Job Satisfaction and Organizational Behavior Human Resource and Talent Management

Abstract

Abstract- The study was conducted at Delhi International Airport during 2010-2011 for finding out the ways for improving employee engagement. The reason behind the study was the warning signal received during a routine six monthly employee engagement survey. As per the result of survey indicates there was a significant reduction in the level of employee engagement. Earlier surveys were conducted during the airport project implementation phase and this was the first survey conducted after airport went to operational phase. The result of this survey was alarming and it was decided to start immediate remedial measures. Then different committees were formed and many brainstorming sessions were carried out to find out various drivers which are contributing towards employee engagement. These drivers were analyzed to see which will be the proper one to be addressed by considering the cost of implementation and the one which was worst affected due to the changes undergone during the transition of airport from project to operation phase. “Communication ” was identified by experts and top management as the factor which is to be addressed immediately. So it was also decided to find out scientifically whether there is a relationship between internal communication and employee engagement. The results of the scientific study had shown the existence of positive relationship between them. The study was focused on the main characteristics of the engaged employees such as commitment, meaningfulness of their (employee’s) work and discretionary effort. Based on these results action plans were formulated and implemented for immediate improvement in the level of employee engagement. Index Terms- Commitment, Discretional output, Drivers of engagement, Employee engagement, internal communication.

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1990PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK.1979The measurement of organizational commitment 2002Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis.2006Diagnosing and Changing Organizational Culture: Based on the Competing Values Framework 1996SOCIAL STRUCTURAL CHARACTERISTICS OF PSYCHOLOGICAL EMPOWERMENT.1977A Factor Analytic Study of Communication Satisfaction

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