La comunicación interna y su incidencia en el desempeño laboral del área comercial de una empresa de telecomunicaciones de la ciudad de Guayaquil.

Abstract

The present titling work has the objective of analyzing the incidence of internal communication in the work performance of the collaborators of the commercial area of customer service of a telecommunications company in the city of Guayaquil, to design a plan that helps to improve the two study variables. The research has a type of quantitative approach methodology, non-experimental design, since the variable is not manipulated, with a transversal time cut, which remains in time under the deductive method, through the survey tool, carried out to the customer service personnel of a telecommunications company in the city of Guayaquil, in order to know how communication and their work performance affect them. After the analysis of the results, an internal communication plan is proposed to improve the work performance of the commercial area of customer service. Internal communication becomes a strategic competitiveness tool for companies, by retaining their best workers and enhancing the sense of belonging of each worker. To make this type of proposal, some questions must be identified; Who is it for? Time and place of development? Why is this plan necessary to be implemented? What would be the instruments to use? The proposed communication plan should encourage the implementation of different programs, to meet the given expectations and the importance of the subject of study, referring to the incidence of communication in the work performance of a telecommunications company. Each of the proposed activities should convey the confidence and stability of the workers, and likewise the stability of some other factors that is relevant to the human talent management department.