Listening in Organizations: A Synthesis and Future Agenda

Yip, J. & Fisher, C.M. (2022) Listening in Organizations: A synthesis and future agenda. Academy of Management Annals, 16(2), 657-679.

23 Pages Posted: 20 Apr 2022 Last revised: 22 Jul 2022

See all articles by Jeffrey Yip

Jeffrey Yip

Simon Fraser University

Colin Fisher

University College London - UCL School of Management

Date Written: March 15, 2022

Abstract

We conducted an integrative review of research on listening relevant to work and organizations, published from 2000 to 2021, and across three disciplines (management, psychology, and communication studies). We found that listening research is fragmented across three perspectives: (1) perceived listening, (2) listeners’ experience, and (3) listening structures. We discuss how integrating these perspectives highlights two major tensions in listening research. First, there is a tension between speakers’ perceptions and listeners’ experience, which reveals a listening paradox – while listening is perceived to be beneficial for speakers, it can be experienced as costly and depleting for listeners. This paradox reveals why people struggle with listening when it is needed the most. Second, listening structures in organizations can create tensions between organizational goals and listeners’ experiences. While organizations use listening structures to enable and signal listening, these efforts can impose greater costs on listeners, reinforce existing power structures, and create opportunities for unwanted surveillance. Managing these tensions provides fertile ground for future research, in part because recent advances in communication technologies are changing the dynamics and structure of listening in organizations.

Keywords: Listening, Organizations, Interpersonal, Communication

Suggested Citation

Yip, Jeffrey and Fisher, Colin, Listening in Organizations: A Synthesis and Future Agenda (March 15, 2022). Yip, J. & Fisher, C.M. (2022) Listening in Organizations: A synthesis and future agenda. Academy of Management Annals, 16(2), 657-679., Available at SSRN: https://ssrn.com/abstract=4058668

Jeffrey Yip (Contact Author)

Simon Fraser University ( email )

Beedie School of Business
500 Granville Street
Vancouver, British Columbia V6C 1W6
Canada

HOME PAGE: http://https://www.jeffreyyip.net/

Colin Fisher

University College London - UCL School of Management ( email )

One Canada Square
London, E14 5AA
United Kingdom

HOME PAGE: http://https://www.mgmt.ucl.ac.uk/people/colinfisher

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