Active and Empathic Listening in Social Media: What do Stakeholders Really Expect

Gearhart, Christopher C.; Maben, Sarah

doi:10.1080/10904018.2019.1602046

Cited by 13 publications

(6 citation statements)

References 46 publications

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“…In a simple term, listening is the process of receiving, creating meaning from, responding, remembering and paying attention to verbal and unspoken signals (Macnamara, 2016). Previous studies have reported that optimal communication between stakeholders and organisations should be two-way symmetrical, and listening should be a piece of the relationship (Brunner, 2008; Gearhart and Maben, 2021; Grunig and Hunt, 1984). Effective listening can position an organisation in front of emerging issues and allow upfront response with immediate effect (Plati, 2005).…”

Section: Hypothesis Developmentmentioning

confidence: 99%

The interactive effect of mindfulness and internal listening on internal crisis management and its outcomes: the moderating role of emotional exhaustion

Adamu

Raza

Mohamad

2022

CCIJ

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PurposeInternal crisis communication (ICC) has become a burgeoning area of research in crisis communication. However, the importance of ICC as a tool to enhance employee positive communicative behaviour in crisis has not been explored. This study aims to develop a research model by drawing from the ideas of sensemaking and network theories. In addition, the study further examines how the elements of the proposed model drive ICC while assessing employee-related outcomes and the role of emotion exhaustion.Design/methodology/approachTo assess the validity of the measurement and structural models, 316 employees from both public and private non-profit organisations in Pakistan were interviewed through online survey. The collected data were analysed using co-variance based structural equation modelling (CV-SEM).FindingsThe results of this research confirmed that mindfulness and internal listening positively affect employee perceptions towards internal communication during a crisis. Similarly, ICC positively influences employees' perception of loyalty, job insecurity and the organisation's reputation. The results also highlight the moderation roles of emotional exhaustion (EE).Practical implicationsThe study suggests that applying ICC strategies will help crisis managers develop collaborative relationships with employees, which will help in identifying and managing a crisis. In addition, implementing effective internal communication in corporate practices and processes makes internal reputation and employee loyalty (EL) a reality and allows organisations to remain productive despite crises.Originality/valueThrough the lens of sensemaking theory, this research demonstrated that mindfulness and listening should be considered stimuli in organisations that can influence employees to be active communicators before and during crises. This study is the first to elucidate the essential outcomes for strategic internal crisis management that are often under-looked, such as emotional responses. The study also shows that sensemaking should not only focus on meaning-making in a crisis but also include emotional feelings that can wear out the meaning-making process.

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Section: Hypothesis Developmentmentioning

confidence: 99%

The interactive effect of mindfulness and internal listening on internal crisis management and its outcomes: the moderating role of emotional exhaustion

Adamu

Raza

Mohamad

2022

CCIJ

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“…Recently, there has been increasing scholarly interest regarding the importance of developing skills of listening i.e., monitoring audiences and stakeholders, to better understand their motives, sets of values, emotions, etc. (Gearhart and Maben, 2021; Lane and Kent, 2018).…”

Section: Literature Reviewmentioning

confidence: 99%

Just Listen! The importance of listening in foreign correspondents–governments relationships

Bejerano

Magen

2023

Journalism

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This study examines the role of listening methods within public diplomacy (PD)/foreign correspondents' relations. Listening theory plays a double role in the study: a) It serves as the theoretical basis for analyzing whether listening and, more specifically, feedback are applied by Israeli public diplomacy (PD) bodies; b) It serves as the core methodology of this study. We demonstrate the value of listening within the context of these professional relationships by applying a methodological simulation of listening. By systematically listening to both parties, one can uncover and trace gaps between the parties' perceptions and better understand their relationship. Based on fifty semi-structured, in-depth interviews with PD seniors and foreign correspondents, the study compares and contrasts the parties' perceptions regarding tactical and strategic aspects of Israeli PD organizations’ actions. The findings indicate a substantial lack of critical listening methods in Israel's PD mechanism. By applying systematic listening methods, gaps and weak links in the parties’ relationship surfaced. To address these gaps, we recommend implementing recurring feedback platforms. These might assist the parties in developing more authentic and open dialogue, despite disagreements and disputes.

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“…In general, stakeholders expect some level of activity and empathy from a listening organization, but the context of the communication can elicit varying expectations (Gearhart & Maben, 2019). College student respondents reported that organizational responses containing higher levels of activity and empathy were rated as being more competent than those that had either lower levels of activity or empathy (or both) (Gearhart & Maben, 2019). Although situational differences in expectations for activity and empathy were identified, most respondents consistently preferred active-empathic messages.…”

Section: Active-empathic Listeningmentioning

confidence: 99%

“…It changes slightly when respondents themselves use a GIF or image in their initial messaging: about 59% expect a text-based message in response, 35% expect a GIF or image and only 6% expect a video or audio message. Gearhart and Maben (2019) where hypothetical responses from organizations on social media that were higher in AEL were rated as more competent. A key difference in these two studies was the sample; the current study used an older adult population whereas the previous study sample was composed of majority college students.…”

Section: Hypothesis (H1mentioning

confidence: 99%

Hello, Are You Listening?!

Gearhart,

Maben

2022

SMC

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Past research has suggested that organizational listening motives and strategies align with those for interpersonal listening. In this study, researchers examined how stakeholders (n = 299) rated an organizational account’s response – or evidence of listening – to social media posts. It was expected that responses demonstrating higher levels of active-empathic listening would be rated as more appropriate and effective. Results provide partial support for this prediction and indicate that situational contingencies can mediate the amount of active-empathic listening a response should provide. The appropriateness of organizational social media accounts using emojis, GIFs, and memes was also investigated, with about equal thirds of respondents saying they were acceptable, neutral, or unacceptable. Instances when it would be considered appropriate were to align with the style of the stakeholder’s message, in response to a positive review, to convey a stronger indication of the message, and when messaging involved friendly or happy content. Implications for organizational social media managers and future directions for research are discussed.

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Active and Empathic Listening in Social Media: What do Stakeholders Really Expect

Cited by 13 publications

References 46 publications

The interactive effect of mindfulness and internal listening on internal crisis management and its outcomes: the moderating role of emotional exhaustion

The interactive effect of mindfulness and internal listening on internal crisis management and its outcomes: the moderating role of emotional exhaustion

Just Listen! The importance of listening in foreign correspondents–governments relationships

Hello, Are You Listening?!

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