ABSTRACT
The effectiveness of communication, whether it is internal or external communication, is vital to organization success and therefore it is necessary to pay attention to the process by which it is carried out. Internal communication refers to the flow of information within the network of processes in the quality management system (QMS). Depending on the organization, the communication maybe within a single site or across multiple sites and possibly countries. External communication refers to the flow of information between the QMS and other parts of the organization and between external parties. The timing of communication is very important to its effectiveness. An issue that arises with external communication is cross-national communication where the language, customs and culture differ from that of the originating organization. Oral communication is best for inspiring people, building relationships, explaining what a person is to do, creating aspirations, building teams, explaining the consequence of an employee's performance, giving feedback to management, and dealing with contentious issues.
