Analysis of Excessive Workload and Its Implications for the Effectiveness of Internal Communication at PT. PLN (Persero) UP3 Manado

Abstract

This study aims to analyze the actual conditions of excessive workload at the general affairs division of PT. PLN (Persero) UP3 Manado using relevant indicators, and to explain how this workload implicates the effectiveness of internal communication. A qualitative exploratory-descriptive approach was applied, using in-depth interviews, participatory and non-participatory observations, and documentation studies involving three staff members selected through purposive sampling. Data were analyzed using the Miles & Huberman model. The results show that the staff faced targets of 2,000–3,000 evidence uploads per month, limited staff (three people), and differences in competencies. These conditions triggered physical fatigue, psychological stress, and decreased communication effectiveness, as reflected in miscommunication, task duplication, and delays in information flow. The findings confirm that excessive workload significantly impacts the effectiveness of internal communication. Thus, managerial strategies in workload arrangement, competency development, and digital system optimization are needed to support smooth communication and operational efficiency.