Overview

Listening is critical in today’s organizations. As recent examples in the #MeToo era and numerous organizational failures and scandals illustrate, the consequences of poor listening in organizations can be significant, and in some cases, catastrophic. Listening is commonly described in terms of ethics, overlooking its strategic value. The book guides leaders and decision-makers to question the listening habits, practices, and infrastructure within their organizations. The author lays out an argument for the benefits and challenges of strategic listening. She also develops a method for internal analysis of listening capabilities and practices, and provides a framework for building and maintaining a more robust listening culture, infrastructure, and set of practices. In order to improve organizational listening, the author argues that we need to do more than improve personal listening skills, we need to design organizations to listen.

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9781538121313

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"""Listening"" has become a hollow buzzword in too many places. This much-needed book delivers sustenance for appreciating and sustaining the strategic use of intelligence that is invaluable to an organization's success. In this timely, practical book, Lewis (organizational communication, Univ. of Texas, San Antonio) highlights the significance of and need to understand and practice listening, a vital communication skill that scholars of organizational communication have historically overlooked. Paying attention to the ways that listening both benefits and obstructs effective organizing, the author synthesizes real-life cases with theory and research to show that listening is a vital communication process necessary for individuals, groups, and organizations to thrive in modern high-tech society. Supporting her argument with vivid contemporary and past examples, Lewis presents the ramifications of failures in organizational listening, the role of technology, and the dark side of organizational listening. Of particular significance is Lewis's bold proposal that rather than emphasizing individuals' listening practice, organizations must make strategic organizational listening a constitutive feature of their processes, systems, and structures. Drawing on her extensive experience as a teacher, researcher, consultant, and organizational leader, the author provides practical instruments, for example a listening audit tool she calls APPRAISE meant to help organizational leaders interested in enhancing their ability to design and maintain strategic organizational listening processes. This is a must-read for organizational leaders, scholars, and students in organizational communication, management, public administration, and labor relations. Summing Up: Highly recommended. Upper-division undergraduates through faculty and professionals."

Listening has become a hollow buzzword in too many places. This much-needed book delivers sustenance for appreciating and sustaining the strategic use of intelligence that is invaluable to an organization's success.--John Paluszek, Executive Editor, Business in Society

In this timely, practical book, Lewis (organizational communication, Univ. of Texas, San Antonio) highlights the significance of and need to understand and practice listening, a vital communication skill that scholars of organizational communication have historically overlooked. Paying attention to the ways that listening both benefits and obstructs effective organizing, the author synthesizes real-life cases with theory and research to show that listening is a vital communication process necessary for individuals, groups, and organizations to thrive in modern high-tech society. Supporting her argument with vivid contemporary and past examples, Lewis presents the ramifications of failures in organizational listening, the role of technology, and the dark side of organizational listening. Of particular significance is Lewis's bold proposal that rather than emphasizing individuals' listening practice, organizations must make strategic organizational listening a constitutive feature of their processes, systems, and structures. Drawing on her extensive experience as a teacher, researcher, consultant, and organizational leader, the author provides practical instruments, for example a listening audit tool she calls APPRAISE meant to help organizational leaders interested in enhancing their ability to design and maintain strategic organizational listening processes. This is a must-read for organizational leaders, scholars, and students in organizational communication, management, public administration, and labor relations. Summing Up: Highly recommended. Upper-division undergraduates through faculty and professionals.--CHOICE Improving listening is perhaps the most transformative intervention an organization can undertake. Dr. Laurie Lewis's The Power of Strategic Listening makes clear why listening is so important and provides concrete strategies for listening well and building organizational listening skill and capacity. Dr. Lewis's listening principles mastery of empirical research, and interesting stories shine in this book.--Joshua B. Barbour, Associate Professor at the University of Texas at Austin, Department of Communication Studies - Moody College of Communication Listening has become a hollow buzzword in too many places. This much-needed book delivers sustenance for appreciating and sustaining the strategic use of intelligence that is invaluable to an organization's success.--John Paluszek, Executive Editor, Business in Society

Author Information

Dr. Laurie Lewis is Professor of Communication at Rutgers University. She is the author of the award-winning book Organizational Change: Creating Change Through Strategic Communication and co-Editor of the International Encyclopedia of Organizational Communication as well as numerous academic publications on topics related to organizational change, collaboration, inter-organizational communication, volunteers and nonprofits, and stakeholder communication. She is the former Chair of the Organizational Communication Division of the National Communication Association. Her work has investigated how organizations and sets of organizations work most effectively through collaboration, stakeholder engagement, input solicitation, and high quality participative processes.

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