Toward a Theory and Practice of Organizational Listening

Macnamara, Jim

doi:10.1080/10904018.2017.1375076

Cited by 63 publications

(77 citation statements)

References 37 publications

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“…The results of Phase 1 appear to reflect and provide support for the relevance of many requirements of an organizational architecture of listening proposed by Macnamara (2018). The results also appear to reflect and provide support for the four-step process of VoC data capture, analysis, dissemination, and utilization proposed by Morgan et al (2005).…”

Section: Resultssupporting

confidence: 52%

“…By introducing and explicating concepts such as the "seven canons of listening" and an "architecture of listening," Macnamara (2016Macnamara ( , 2018 has identified some of the critical elements upon which organizational listening theory can be founded and related scholarly research driven.…”

Section: Implications For Listening Theory and Knowledge Developmentmentioning

confidence: 99%

“…These organizations also have not been very successful at implementing processes and practices to sustain the VoC program itself.DiscussionIn 2008, Flynn and coauthors bemoaned the fact that "empirical research into listening as an organizational variable appears to be almost non-existent in the scholarly business and management literature" (p. 147). A decade laterMacnamara (2018) declared that "the findings of a literature review revealing little attention to listening in organizational, corporate, government, and political communication and related fields of practice such as public relations" served as the impetus for his three-year Organizational Listening Project (pp. 3-4).…”

mentioning

confidence: 99%

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The Current State of Corporate Voice of the Consumer Programs: A Study of Organizational Listening Practices and Effectiveness

Brandt

2018

International Journal of Listening

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Section: Resultssupporting

confidence: 52%

Section: Implications For Listening Theory and Knowledge Developmentmentioning

confidence: 99%

mentioning

confidence: 99%

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The Current State of Corporate Voice of the Consumer Programs: A Study of Organizational Listening Practices and Effectiveness

Brandt

2018

International Journal of Listening

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“…The value of the symmetrical internal communication mainly resides in organizational listening and feedback, which, if implemented properly, can narrow power distance between management and employees and elicit a positive emotional culture, as shown in this study. Scholars have identified organizational listening and feedback as key components of effective public relations (Broom & Sha, 2013; Macnamara, 2016, 2018). Though some may argue that leaders entail listening as part of their ML practice, organizational listening emphasizes systematic organizational-level efforts, such as building resources, technologies, skills, policies, as well as conducting research and consultation, to be more symmetrical, open, and interactive (Macnamara, 2016, 2018).…”

Section: Discussionmentioning

confidence: 99%

Examining the Effects of Internal Communication and Emotional Culture on Employees’ Organizational Identification

Yue

Men

Ferguson

2020

International Journal of Business Communication

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As one of the first empirical attempts investigating the emerging role of positive emotional culture within organizations, the study examined how a symmetrical internal communication system and leaders’ use of motivating language contribute to fostering a positive emotional culture featured by joy, companionate love, pride, and gratitude. Furthermore, the study examined the linkage between a positive emotional culture and employees’ organizational identification. A quantitative online survey was conducted with 482 full-time employees in the United States. Results showed that both symmetrical internal communication and leaders’ use of motivating language, including meaning making, empathetic, and direction-giving languages, induced employees’ perception of a positive emotional culture of joy, companionate love, pride, and gratitude, which in turn enhanced employees’ organizational identification. Positive emotional culture fully mediated the impact of corporate and leadership communications on employee identification with the organization. Theoretical and practical implications of the findings are discussed.

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“…El énfasis de la escucha, en términos organizacionales, se ha puesto sobre todo en los conceptos de voz y habla, pero el estudio sobre el oír aún se trabaja de forma incipiente (Macnamara, 2014(Macnamara, , 2017. La escucha activa o saber escuchar se remonta a entender qué es importante para el interlocutor más allá del contacto visual y qué se manifiesta a través de comunicación no verbal como son movimientos, mensajes subliminales, omisiones u otros (Astudillo y Mendinueta, 2005).…”

Section: La Escucha Organizacional: Nociónunclassified

La escucha organizacional: una propuesta conceptual

Claro

2019

anagramas rumbos sentidos comun.

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La presente investigación presenta a la escucha como un elemento de la comunicación que debe ser gestionado en las organizaciones que se enfrentan a una sociedad en cambio constantemente y en la que es importante conocer la opinión de los públicos que con ella interactúan. La escucha entendida como un intangible se suma a otros que hoy cobran relevancia en las instituciones como son la reputación, la imagen, la identidad y la responsabilidad de las corporaciones, entre otros. Este estudio pretende mostrar cuáles son hasta la fecha las características y elementos más relevantes de la escucha organizacional. La investigación se hace a través de un análisis que se efectúa desde la teoría y que reseña las principales aportaciones realizadas a partir de la disciplina de la comunicación. La escucha como tema de indagación no presenta un cuerpo de investigación amplio desde donde sustentar sus bases, pero sí está en desarrollo. Sin embargo, su importancia se infiere de manera indirecta a partir del análisis de antecedentes en algunas corrientes disciplinares. Para efectos de este estudio se revisan planteamientos realizados desde la comunicación estratégica, las relaciones públicas, el marketing relacional y la comunicación organizacional. A partir del análisis teórico, esta investigación sobre la escucha propone como aporte a la disciplina de la comunicación una definición de lo que es la escucha organizacional y cuáles son los elementos que se consideran más relevantes: la escucha forma parte de un proceso continuo y sistemático en las organizaciones que requiere de diferentes instrumentos para poder realizarse, que está orientado a conocer los diferentes públicos con los que se relaciona la institución y que debe constituirse como un factor importante a considerar de modo de que las instituciones sean sustentables en el tiempo.

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Toward a Theory and Practice of Organizational Listening

Cited by 63 publications

References 37 publications

The Current State of Corporate Voice of the Consumer Programs: A Study of Organizational Listening Practices and Effectiveness

The Current State of Corporate Voice of the Consumer Programs: A Study of Organizational Listening Practices and Effectiveness

Examining the Effects of Internal Communication and Emotional Culture on Employees’ Organizational Identification

La escucha organizacional: una propuesta conceptual

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