Listening

PEP works with organisations to build architectures of listening to balance architectures of speaking.

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.

Organisations talk about two-way communication, engagement, dialogue, conversation and collaboration however organisational communication is overwhelming based on ‘broadcast’ models. On average, 80% of public communication is focused on speaking, that is, broadcasting information and messages.

“It can be said there is a ‘crisis of listening in contemporary societies” (Jim Macnamara)

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
“The most effective and insidious way to silence others … is a refusal to listen” (John Drysek)

PEP will help you build an architecture of listening to balance your architecture 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

“Failing to listen, we fail to learn, and we also damage our working relationship with others” (John Forester)