CPC Internal Communication & Employee Engagement Flashcards

Effective internal communication during organizational change PRIMARILY helps to:

Answer: Minimize uncertainty, build trust, and maintain employee engagement during transitions

Strategic internal communication during change reduces the rumor mill, keeps employees informed, and preserves trust and productivity through uncertainty.

The 'cascade communication' model in organizations works by:

Answer: Flowing key messages down through management levels, with each level adding context

Cascade communication relies on each management layer to translate and contextualize key messages for their direct reports, personalizing information at each level.

An employee Net Promoter Score (eNPS) measures:

Answer: The likelihood of employees recommending the organization as a great place to work

eNPS adapts the Net Promoter Score concept to measure employee advocacy and satisfaction, providing a benchmark for internal engagement.

A CPC professional developing an internal communication strategy should FIRST:

Answer: Conduct an internal communication audit to understand current gaps and employee needs

An audit reveals what information employees need, which channels they trust, and where current communication falls short before strategy is developed.

Two-way internal communication differs from top-down communication in that it:

Answer: Creates dialogue by inviting employee feedback, questions, and input in return

Two-way communication channels include mechanisms for employee voice—feedback forms, town halls, surveys—creating genuine dialogue rather than one-way broadcasting.

Which leadership communication behavior MOST directly builds organizational trust?

Answer: Transparent, consistent, and timely communication—including about bad news

Trust is built when leaders communicate honestly and consistently—including difficult news—demonstrating respect for employees' right to information.