Interpersonal Communication in the Organization of Vinamilk.

I. Introduction Interpersonal Communication in the Organization

1.1 Definition of Interpersonal Communication( Kiều Anh)
Interpersonal communication is the process of exchanging messages between people whose
lives mutually influence one another in unique ways about social and cultural norms. This
definition highlights the fact that interpersonal communication involves two or more people
who are interdependent to some degree and who build a unique bond based on the larger
social and cultural contexts to which they belong.
So a brief exchange with a grocery store clerk who you don’t know wouldn’t be considered
interpersonal communication because you and the clerk are not influencing each other in
significant ways. If the clerk were a friend, family member, coworker, or romantic partner,
the communication would fall into the interpersonal category.
1.2 Role of Interpersonal Communication (Kiều Anh)
Interpersonal communication plays a crucial role in building, maintaining, and ending
relationships within an organization.
-Building Relationships:
Effective interpersonal communication fosters trust and collaboration among employees,
leading to improved teamwork and job satisfaction. Open dialogues during meetings help
align goals and enhance mutual understanding, creating a cohesive work environment.
- Maintaining Relationships:
Consistent and clear communication ensures the smooth functioning of organizational
operations by sustaining professional relationships and promptly resolving conflicts. Regular
team discussions facilitate this process, promoting a harmonious workplace.
- Ending Relationships:
Interpersonal communication also plays an important role in managing transitional phases,
such as project completions or employee departures.
1.3 Components of Interpersonal Communication (Kiều Anh)
The key components include:
+Sender
+Receiver
+Channel
+Message
+Encoding
+Decoding
+Noise

In the interpersonal communication process, the sender is the person who transmits a message
to another individual. The receiver is responsible for interpreting the message, decoding it to
assign meaning. The message itself is the core idea or information being communicated,
which travels through a specific channel, such as spoken words, gestures, or written text.
Encoding by the sender converts thoughts into communicable symbols, while decoding by
the receiver ensures understanding. Feedback verifies message comprehension, and noise
represents barriers that may distort the communication process.
1.4. IC in organizations (LINH+HUYỀN)
1.4.1. Formal and Informal Communication in Organization
Formal Communication
Definition: Formal communication is the process of exchanging information based on
prescribed or official rules within an organization, ensuring clarity and professionalism.
Characteristics:
- Rational: Based on established procedures, enhances efficiency, and reduces personal bias.
- Structured: Ensures clear transmission of information, adheres to organizational hierarchy,
and follows specific guidelines.
-Goal-oriented: Aims to improve workflow efficiency, increase productivity, and achieve
positive organizational outcomes.
Includes 3 types:
- Downward Communication: From managers to employees (e.g., instructions, appraisals).
- Upward Communication: From employees to managers (e.g., opinions, reports).
- Horizontal Communication: Between peers of the same rank (e.g., interdepartmental
collaboration).
Informal Communication
Definition: Informal communication is the spontaneous exchange of information between
individuals of different statuses, inside or outside the workplace.
Characteristics: Information shared is typically unplanned.
Main Types:
+Single Strand: Information is passed sequentially from one person to another.
+Gossip Chain: Group discussions where everyone talks informally.
+Probability Chain: Random individuals share information with others.
+Cluster Chain: One person shares information with a group, and members disseminate

it further.

⇒ Example:

Informal Mode of Communication Formal

Text message to a friend Written Email to a professor

Birthday card for a relative Resume & cover letter

Skipping with a sibling Verbal Job interview

Socializing at a club meeting In-class presentation

1.4.2. Oral and Written Communication

Oral Communication
Definition: The process of conveying ideas, thoughts, or information through spoken
language.
Characteristics:
- Immediate feedback, often face-to-face.
- Can include non-verbal cues like gestures and tone.
Common examples:
Meetings, phone calls, presentations, and discussions.
Written Communication
Definition: Exchanging information using written symbols, such as words and sentences,
presented in a coherent form.
Characteristics:
- Permanent and formal in nature.
- Allows for detailed and precise communication.
Forms of Written Communication:
Letters, Faxes, Emails, Reports, Memos, Advertisements
Both oral and written communication are critical for effective organizational communication,
depending upon on the situation and objective.
II. Case study
2.1. Introduction of Vinamilk (Kiều Anh)
Vinamilk, officially known as Vietnam Dairy Products Joint Stock Company, is one of
Vietnam’s largest companies in the food and beverage industry. Over the course of 48 years
since its establishment, through continuous effort and innovation, the company has affirmed
its leading position in the domestic dairy sector and expanded its influence in international
markets.
History of establishment:
• 1976: Established, originally a 100% state-owned enterprise.
• 2003-2006: IPO in 2003 and listed on the Ho Chi Minh Stock Exchange (HOSE) in 2006.
Current Status:
• Market Capitalization: USD 6 billion - The largest food and beverage company on HOSE.
• Brand Value: USD 3 billion (as ranked).
• No. 1 in Vietnam in dairy market share (according to Nielsen), supported by:
140,000 cows and 15 farms, 16 factories, 250 products in its portfolio, 190,000 points of sale
nationwide.
Ranked 36th in revenue among dairy companies with superior profitability.
Revenue by Region: 84% Domestic, 8% Exports, 8% From International Subsidiaries.
A diverse product portfolio with over 250 items, including liquid milk, powdered milk,
yogurt, condensed milk, and formula milk.
2.2. Interpersonal Communication in Vinamilk
2.2.1.Formal and Informal in Vinamilk (Ngọc Anh+Nga)
Formal Communication in VinamilK

- Vinamilk adopts a centralized management model with hierarchical levels ranging from the
General Meeting of Shareholders, the Board of Directors, the Supervisory Board, to the
Executive Board. Departments and units within the company are required to report their work
and progress through official documents such as emails, financial reports, and production
plans.Periodic meetings, from senior management to operational levels, are scheduled with
pre-prepared agendas and fully recorded minutes. This structure ensures that information is
communicated professionally and transparently between management levels and employees.
- At Vinamilk, employees utilize digital platforms such as the ERP system and email to
submit regular reports, including updates on production or financial performance.
Additionally, meetings or performance review sessions provide opportunities for employees
to directly discuss ideas or concerns with their supervisors. Vinamilk also encourages
employees to contribute their opinions through surveys or suggestion boxes, fostering an
open and collaborative environment. By leveraging these formal channels, employees can
effectively communicate their perspectives while ensuring that their input is acknowledged
and considered in the decision-making process.
Informal Communication at Vinamilk
At Vinamilk, informal communication plays an important role in building teamwork,
fostering creativity, and creating a supportive work culture. Examples of this include:
Team-Building Activities:
Vinamilk organizes events such as sports days, celebrations, and charity activities. These
events provide employees with the opportunity to interact outside of work, building personal
and professional relationships. Team-building activities help strengthen connections between
departments and encourage open communication among employees.
Collaborative Projects:
Informal exchanges are encouraged during cross-departmental projects, where employees
brainstorm ideas or discuss solutions. These interactions promote trust and understanding
among colleagues, helping them work more effectively together.
Community Engagement:
Vinamilk also emphasizes informal communication with external stakeholders through
initiatives like workshops and training sessions for dairy farmers. These efforts foster
relationships with both internal staff and the local community, ensuring shared values and
understanding.
Internal Communication Channels:
Employees often engage in casual conversations during breaks or in communal areas, sharing
ideas and discussing work-related topics in an unstructured manner. These interactions can
lead to innovative solutions and strengthen team cohesion.
2.2.2. Oral and Written in Vinamilk (Nga+Linh)
Oral Communication at Vinamilk
Meetings and Discussions
Oral communication is a key component of daily operations at Vinamilk. Regular meetings
and discussions are conducted at all levels to monitor progress, share ideas, and address
challenges. For example, weekly production meetings allow teams to discuss targets, resolve
issues, and ensure timely execution of tasks.
Training Sessions
Training sessions are an effective method of oral communication at Vinamilk. Trainers and
managers use spoken instructions, tone, and gestures to explain processes, introduce new
technologies, and teach soft skills. This approach helps employees quickly grasp and apply
the information in their work.
One-on-One Feedback
Vinamilk encourages direct feedback sessions between managers and employees to improve
performance and foster mutual understanding. For instance, managers regularly hold
individual meetings to provide constructive feedback or discuss personal and professional
goals.
Presentations
Presentations are used both internally and externally to convey important information.
Internally, managers deliver presentations on performance metrics and strategic plans.
Externally, company representatives present new products and business achievements to
partners and customers, strengthening Vinamilk's brand image.
2. Written Communication
Internal Emails
Emails are the primary written communication tool at Vinamilk. They are used to share
updates, directives, and operational plans. Leadership uses emails to announce new policies,
while departments collaborate by sharing project details and timelines.
Reports and Memos
Reports and memos are essential for internal communication at Vinamilk. Production reports
are sent from plants to headquarters daily or weekly to track efficiency and productivity.
Memos are used to announce changes in processes or to schedule maintenance and quality
inspections.
Training Manuals and Guidelines
To maintain operational consistency, Vinamilk provides comprehensive written guidelines
and manuals to its employees. These documents cover standard operating procedures,
production standards, and instructions for new technologies, ensuring seamless onboarding
and process adherence.
Marketing and External Communication
Written communication is also vital for Vinamilk's marketing and external outreach.
Advertising materials, press releases, and product manuals help convey the company’s brand
message effectively. For example, promotional brochures for Vinamilk’s organic milk
products emphasize health benefits and quality certifications, enhancing consumer trust.
2.2.3.IC policies/Rules (Linh+ Đăng)
- Vinamilk operates with a strong commitment to upholding respect, fairness, compliance,
and ethics through its application code. This code serves as a foundational guideline for all
daily activities within the company, ensuring that every decision and action aligns with these
core values. By adhering to these principles, Vinamilk aims to foster long-term development
and growth, ultimately contributing to the company’s success in the future.
Communication Between the Company and Employees
Respect
The company respects employees, valuing their contributions and personal qualities. All
employee opinions are listened to and considered fairly.
Fairness
Vinamilk is committed to fairness in evaluating performance, promotions, and rewards, based
on actual achievements and contributions, without discrimination based on gender, age, or
personal background.
Work Environment
The company provides a safe, supportive, and friendly work environment where employees
can maximize their potential. This includes modern working conditions, ensuring health and
occupational safety, and offering training policies for personal development.
 Employee Responsibilities Towards the Company
Protecting Assets
Employees are responsible for protecting company assets, including equipment, machinery,
and documents. Using company assets for personal purposes without permission is
considered a violation
Confidentiality
Employees must maintain the confidentiality of company-related information, including
business operations, financial data, and strategies. Unauthorized disclosure of information to
third parties will be dealt with strictly.
Conflict of Interest
Employees must avoid situations that could lead to conflicts of interest between personal and
company matters. Any potential conflicts must be reported and resolved promptly.

Communication Between Employees

Building Successful Working Relationships
Employees are encouraged to build positive working relationships and support one another to
achieve the organization's common goals.
Communication and Conduct
Vinamilk promotes open, sincere, and straightforward communication among employees.
This approach helps resolve conflicts effectively, enhances collaboration, and strengthens
team spirit.
2.3. Evaluation on IC ( Đăng)
Strengths
+ Open Communication Culture: Vinamilk fosters an open communication environment
where employees are encouraged to share ideas, feedback, and concerns. Regular team
meetings and open forums facilitate transparency and collaboration, allowing employees at
all levels to feel heard.
+ Integration of Formal and Informal Channels: Vinamilk balances formal and informal
communication effectively.
Formal Channels: Emails, reports, and meetings ensure the professional transmission of
information, aligning goals across departments.
Informal Channels: Casual conversations during team-building activities or collaborative
projects foster creativity and strengthen bonds among employees.
+ Leadership Transparency
Leaders at Vinamilk maintain transparent communication through strategic meetings and
performance reviews. Top-down communication ensures clarity in conveying the company’s
vision and aligning teams with organizational objectives.
+Effective Use of Technology :Digital tools like the ERP system, Microsoft Teams, and
email platforms streamline communication across teams and locations, enabling quick
decision-making and efficient information sharing.
Challenges
Hierarchical Barriers: The centralized management model occasionally creates barriers to
direct communication between employees and senior leadership. Some employees may
hesitate to share ideas or feedback openly, leading to gaps in bottom-up communication.
Cross-Departmental Coordination:
While Vinamilk emphasizes collaboration, cross-departmental communication can face
delays or misunderstandings, especially in geographically dispersed teams or during large-
scale projects.
Cultural and Generational Differences:With a diverse workforce, varying communication
styles and expectations can lead to misunderstandings or inefficiencies in interpersonal
interactions.
III.Solutions
- Enhance Two-Way Communication:
Establish regular open forums or feedback sessions to encourage employees to voice their
concerns or ideas directly to leadership.
Create a platform for anonymous feedback to address concerns without fear of hierarchy
-Strengthen Cross-Department Collaboration:
Implement clearer communication protocols for cross-departmental projects, including
defined responsibilities and streamlined reporting systems.
Promote cross-functional teams to encourage informal communication and idea sharing.
- Invest in Training Programs:
Offer training on interpersonal communication skills, focusing on active listening, conflict
resolution, and non-verbal communication.
Provide leadership development programs to ensure managers effectively facilitate open and
constructive dialogue.