ABC Internal Communication & Employee Engagement Flashcards

In employee engagement research, 'discretionary effort' refers to:

Answer: The extra effort employees voluntarily contribute beyond minimum requirements

Discretionary effort is the voluntary, above-minimum contribution employees make when they feel engaged and valued, a key indicator of engagement.

Which type of internal communication is most effective when dealing with sensitive topics like layoffs or restructuring?

Answer: Face-to-face communication with direct managers

Sensitive topics require human connection and the ability for employees to ask questions and receive empathetic responses, making face-to-face communication most effective.

For ABC certification, what does 'SMCR model' stand for in communication theory?

Answer: Source, Message, Channel, Receiver

The SMCR model (Berlo's model) identifies Source, Message, Channel, and Receiver as the four key elements of any communication process.

An organization's intranet is best used as:

Answer: A central hub for reference materials, policies, and non-urgent information

Intranets are most effective as centralized repositories for policies, resources, and reference materials rather than time-sensitive communications.

What is the main goal of segmenting internal communications by employee audience?

Answer: To ensure relevance by delivering the right message to the right group

Audience segmentation ensures that employees receive only the communications relevant to their role, location, or team, increasing message impact.

According to ABC communication principles, feedback loops in internal communication serve to:

Answer: Provide employees and management a mechanism to assess message effectiveness and understanding

Feedback loops allow communicators to gauge whether messages are understood and whether the communication strategy is achieving its intended outcomes.