Perception of Internal Communication in the District Municipality of Yauca , Province of Caraveli , Arequipa , 2020

Resumen El objetivo de la investigación fue conocer algunos factores que tienen relación directa con la comunicación interna Municipalidad Distrital de Yauca, provincia de Caraveli, Arequipa. Entre los principales resultados se tiene que la predisposición al dialogo es un factor fundamental del diálogo interno, encontrándose que un 53.3% está de acuerdo y totalmente de acuerdo, 20.0% está ni de acuerdo ni en desacuerdo otro 20.0% está en desacuerdo, y un 6.7% está en desacuerdo con la existencia al dialogo. La Comunicación interpersonal constituye una dimensión por medio de la cual se reafirma nuestra condición de personas, se encontró que un 80% está de acuerdo y totalmente de acuerdo, 13.3% está ni de acuerdo ni en desacuerdo y un 6.7% está en desacuerdo con esta comunicación interpersonal. El desarrollo de la empatía es capacidad para comprender los sentimientos y las emociones de una persona, 40% está de acuerdo y totalmente de acuerdo, 26.7% expresó que está ni de acuerdo ni en desacuerdo, 33.3% contestó que está en desacuerdo y totalmente en desacuerdo con el desarrollo de la empatía. Llegándose a concluir que la comunicación interna es factor estratégico importante en el ámbito social y las organizaciones, debido a que su aplicación y el manejo de información institucional puede transmitirse adecuadamente a los empleados y darles a conocer los objetivos, valores estratégicos, políticas institucionales, la filosofía empresarial, aspectos que son la esencia de la organización.

Internal communication must be intentionally managed to obtain the product of prior planning. For this, it must have clear, defined and concrete objectives and results. Communication as a transversal system encompasses the entire institution in an institutional policy and not limited to something only instrumental. The non-existence of true internal communication, rumors and secrecy are other inconveniences that have to be dealt with in every public institution, which leads to demotivating and generating conflicts among the workers themselves.
The study has its origin in the analysis that was carried out in the District Municipality of Yauca, Caraveli province, Arequipa, where it is observed that an adequate internal communication model has not been developed in this governmental institution. It is observed the absence of spaces that favor or promote dialogue with the authorities, in addition to an absence of guided spaces that favor face-to-face meetings and face-to-face dialogue, also low levels of recognition of staff, an outdated bureaucratic structure that tends to confuse the organization's employees, affecting work commitment and, as a consequence, their long-term management. It is also taken into consideration that each employee only develops the work assigned to him and that they fulfill their workday, and once it is finished, they disconnect or leave the institution. It is also known that there is a group of employees who are hired and others who are carrying out their pre-professional practices, who are affected by this deficient internal communication and, as might be expected, that desired commitment with the institution, with the work, is not generated in them. that they develop and with the users to whom they provide the service, not fully applying the concept of empathy.
According to Muriel & Rota (2000), communication is the process that takes place in every organization, it constitutes one of the most relevant social processes since it enables interaction between people and is an essential conditioning factor for the development of business life and the development of society.
In public institutions where a large number of people from different work origins work and also with a bureaucratic organization based on papers that is characteristic of the public administration, the distance that occurs in the bureaucracy brings as a consequence, that the information is gradually reduced to the process progresses, in its hierarchical levels where different schemes are used to interpret the information and also the amount of information is somewhat reduced.
For Norway (2004), communication in the field of organizations is a field whose coverage has grown to cover practically all spheres of our society. The original conceptions of communication management that despised the internal sphere and that externally were only directed, in a unidirectional way, towards potential clients, have become totally obsolete. Modern organizational communication approaches are now oriented from a multidisciplinary perspective that is supported by three pillars: internal, corporate and marketing communication.

Materials and Methods
In the present study, quantitative research was used, because it allowed the use of statistical techniques for the analysis of the collected data, its most important purpose lies in the description, explanation, and prediction of its causes (Kerlinger, 2002). The level used was descriptive, because the researcher observes, describes and supports various aspects of the phenomenon, there being no manipulation of variables or the intention to search for the cause-effect in relation to the phenomenon (Polit et al., 2001). The sample population consisted of 15 employees from the different areas of the District Municipality of Yauca, Caraveli Province, Arequipa, of which 10 are men and 5 are women. The technique used to collect primary information was the Survey and the instrument was the Questionnaire with Likert-type responses that was structured as follows: Internal communication: Dimension 1: Predisposition to dialogue (3 items); Dimension 2: interpersonal relationships (3 items); and Dimension 3: Development of empathy (3 items).

. Predisposition to dialogue in the municipality
In Table 1, 33.3% is totally agree predisposed to dialogue, 20.0% express that they agree, 20.0% said that they neither agree nor disagree, 20.0% said that they disagree, and 6.7% express that they totally disagree.   In Table 3, 53.3% is totally agree predisposed to start any type of dialogue, 26.7% said they neither agree nor disagree, 20.0% express that they agree. GMSj Figure 4. it is customary to listen to employees In Table 4; 46.7% is totally agree as it is customary to listen to employees, 33.3% said they agree, 13.3% express that they neither agree nor disagree, and 6.0% express that they disagree.  Table 6; 26.7% is totally agree and consider that they express their emotions, 26.7% express that they neither agree nor disagree, 20.0% said they disagree, 13.3% said they agree, 13.3% answered that they totally in disagreement.   Table 7; 46.7% is totally agree to listen to the opinion of co-workers, 33.3% express that they agree, 6.7% said that they neither agree nor disagree, 6.7% said that they disagree, 6.7% answered that you totally disagree.

Conclusions
 Internal communication is an important strategic factor in the social field and organizations, because its application and the management of institutional information can be adequately transmitted to employees and make them aware of the objectives, strategic values, institutional policies, business philosophy, aspects which are the essence of the organization. These aspects manage to generate a culture, empowerment, sense of belonging, predisposition to dialogue, better interpersonal relationships. At the state level, it is a great challenge to improve the management of internal communication hand in hand with the development of an adequate work environment, in order to retain and develop its human capital and thereby promote the achievement of institutional objectives.
 The predisposition to dialogue is a fundamental factor of internal dialogue, not in the channels, but in the meanings that are exchanged, it is appreciated that this predisposition is not occurring correctly, where 20.0% are neither in agreement nor disagree another 20.0 disagrees, and a 6.7 disagrees with the existence of this predisposing to dialogue.
 Interpersonal Communication constitutes a dimension through which our condition as people is reaffirmed, because the ability to establish optimal interpersonal communication is generated, finding some difficulties in relation to the habit of listening with 13.3% who neither agree nor agree. disagree and 6.7% disagree with this interpersonal communication.
 Development of empathy is the ability to understand the feelings and emotions of a person even when they are having a bad time, it was found that deficiencies in relation to the value of the contributions of the employees, where 26.7% expressed that they neither agree nor agree. disagree, 6.7% stated that they disagree, 6.7% answered that they totally disagree with the development of empathy.