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Sensemaking and the distortion of critical upward communication in organizations
journal contribution
posted on 2023-06-09, 06:38 authored by Dennis TourishDennis Tourish, Paul RobsonMost 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.
History
Publication status
- Published
Journal
Journal of Management StudiesISSN
0022-2380Publisher
WileyExternal DOI
Issue
4Volume
43Page range
711-730Department affiliated with
- Business and Management Publications
Full text available
- No
Peer reviewed?
- Yes
Legacy Posted Date
2017-06-13Usage metrics
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