There is a ‘crisis of listening’ in contemporary societies

Jim Macnamara

PEP works with organisations to build architectures of listening to balance architectures of speaking. On average, 80% of public communication is focused on speaking, that is, broadcasting information and messages.

Effective organisational performance requires good communication, which is a combination of speaking and listening. High performing organisations balance speaking and listening to achieve benefits such as enhanced reputation, increased trust, better decisions, improved internal and external relationships, more motivated and engaged staff, and improved customer satisfaction.

Failing to listen, we fail to learn, and we also damage our working relationship with others

John Forester

Architectures of listening are needed so that organisations can listen to large numbers of stakeholders and publics speaking. Effective listening requires organisations to:

  • Recognise the rights and views of others
  • Acknowledge others’ communication
  • Pay attention to what others are saying
  • Interpret what is said to gain understanding
  • Give consideration to what is said
  • Give an appropriate response

Listening is an instrument of power

Andrew Dobson

PEP will help you build architectures of listening to balance your architectures of speaking. This is done by working on your organisation’s:

  • Culture of listening
  • Policies for listening
  • Politics of listening
  • Structures and processes for listening
  • Technologies for listening
  • Resources for listening
  • Skills for listening
  • Way of connecting listening to policy and decision making

The most effective and insidious way to silence others … is a refusal to listen

(John Drysek)