How to Listen Internally in a Crisis – The Employee’s Perspective during the Covid-19 Pandemic
(2022) SKOM12 20221Department of Strategic Communication
- Abstract
- Listening to employees in a crisis is simultaneously more difficult and more important. This presents a problematic and vicious cycle for organizations. Although employees play a central role during a crisis, only a limited amount of research has been done to learn more about their perspective in the field of crisis communication research. Therefore, this study aimed to better understand the role of internal listening during a crisis from the employee’s perspective. Its further purpose was to contribute with increased knowledge of the relationship between internal listening and internal crisis communication and how an organization can successfully implement both during a crisis like the Covid-19 pandemic. Building on internal crisis... (More)
- Listening to employees in a crisis is simultaneously more difficult and more important. This presents a problematic and vicious cycle for organizations. Although employees play a central role during a crisis, only a limited amount of research has been done to learn more about their perspective in the field of crisis communication research. Therefore, this study aimed to better understand the role of internal listening during a crisis from the employee’s perspective. Its further purpose was to contribute with increased knowledge of the relationship between internal listening and internal crisis communication and how an organization can successfully implement both during a crisis like the Covid-19 pandemic. Building on internal crisis communication and internal listening research as well as the employee-organization relationship theory, the researcher conducted 13 semi-structured interviews with employees of a global consumer goods company that was severely impacted by the Covid-19 pandemic. Findings revealed four key factors that can lead a company to succeed in its internal crisis management. These include intensifying the organization’s internal communication and listening efforts as well as giving top management visibility and accessibility. However, organizations must take the next step, as employees regard listening only as such if their feedback is acted upon. The author suggests a way of circular listening to employees to close the feedback loop, building on existing conceptualizations of internal listening. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/9085697
- author
- Böhm, Miriam LU
- supervisor
- organization
- course
- SKOM12 20221
- year
- 2022
- type
- H2 - Master's Degree (Two Years)
- subject
- keywords
- Internal Crisis Communication, Internal Listening, Employee Voice, Feedback Loop, Employee-Organization Relationship
- language
- English
- id
- 9085697
- date added to LUP
- 2022-06-27 14:29:12
- date last changed
- 2022-06-27 14:29:12
@misc{9085697,
abstract = {{Listening to employees in a crisis is simultaneously more difficult and more important. This presents a problematic and vicious cycle for organizations. Although employees play a central role during a crisis, only a limited amount of research has been done to learn more about their perspective in the field of crisis communication research. Therefore, this study aimed to better understand the role of internal listening during a crisis from the employee’s perspective. Its further purpose was to contribute with increased knowledge of the relationship between internal listening and internal crisis communication and how an organization can successfully implement both during a crisis like the Covid-19 pandemic. Building on internal crisis communication and internal listening research as well as the employee-organization relationship theory, the researcher conducted 13 semi-structured interviews with employees of a global consumer goods company that was severely impacted by the Covid-19 pandemic. Findings revealed four key factors that can lead a company to succeed in its internal crisis management. These include intensifying the organization’s internal communication and listening efforts as well as giving top management visibility and accessibility. However, organizations must take the next step, as employees regard listening only as such if their feedback is acted upon. The author suggests a way of circular listening to employees to close the feedback loop, building on existing conceptualizations of internal listening.}},
author = {{Böhm, Miriam}},
language = {{eng}},
note = {{Student Paper}},
title = {{How to Listen Internally in a Crisis – The Employee’s Perspective during the Covid-19 Pandemic}},
year = {{2022}},
}