Sensemaking and the distortion of critical upward communication in organizations

Tourish, Dennis and Robson, Paul (2006) Sensemaking and the distortion of critical upward communication in organizations. Journal of Management Studies, 43 (4). pp. 711-730. ISSN 0022-2380 . (The full text of this publication is not available from this repository)

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Official URL
http://dx.doi.org/10.1111/j.1467-6486.2006.00608.x

Abstract

Most research into feedback has focused on communication from managers to non-managerial staff. To a lesser extent, it has more recently addressed upward and 360 degree appraisal systems. In contrast, the role of informal upward communication continues to be largely neglected, especially when it concerns the transmission of opinions critical of managerial orthodoxy. There has been little examination of the sensemaking heuristics employed by both managers and non-managerial staff that stimulates the former to disregard much of the already muted critical upward communication they receive, and the latter to suppress its transmission in the first place. We therefore suggest that managers often over commit to particular courses of action, irrespective of whether they bode ill or well for the organization concerned. In so doing, they frequently demonize those who belong to stigmatized outgroups or who hold contrary value systems. We argue that the consequent elimination of critical upward communication (CUC) leads to iatrogenic phenomena - i.e. organizational problems that are derived from the treatment regime that has been prescribed, rather than from a pre-existing condition. Implications for practice and further research are considered.

Item Type: Article
Subjects: H Social Sciences
Divisions: Faculties > Social Sciences > Kent Business School > Industrial Relations/HRM
Depositing User: Rebecca Stevenson
Date Deposited: 15 Feb 2010 14:13
Last Modified: 25 Jun 2014 09:29
Resource URI: http://kar.kent.ac.uk/id/eprint/23797 (The current URI for this page, for reference purposes)
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