Employee engagement and trust relationships during COVID-19 pandemic: the expanded role of internal communication

Abstract

Internal communication turns into the most valuable aspect of strengthening the relationship between an organization and its employees since it causes employees to become involved in maintaining an organization’s sustainability during times of crisis, particularly during the COVID-19 pandemic. By interviewing 10 Human Resource Officers (HROs), this study examines how to engage with employees and enhance trust relationships through expanding the role of internal communication when COVID-19 was at its peak. This study reveals that, as a department with a major responsibility in building relationships with employees during this most recent pandemic, HROs utilized various methods to communicate with employees, including face-to-face and mediated communication. Internal communication built during this pandemic encourages trust and engagement with the employees. HROs expand their internal communication role to strengthen employee engagement and build trust relationships, particularly in mediated communication. This study advances knowledge of the significance of HROs’ roles in selecting internal communication strategies to foster employee engagement and trust during these times of crisis.