Organizational listening can be defined as a management process by which an organization formulates and implements a listening policy by considering its own identity, and that of its socioeconomic and industrial sector, which enables it to better gather, understand, and interpret specific expectations from relevant stakeholder publics related to either the tactical (when situationally relevant) or the strategic objectives it aims to pursue before, during, and after its decision-making process.

This entry considers listening as an intrinsic part of communication, including the use of listening to persuade, change the organization and its stakeholders/publics, improve the organization’s decision-making process, and harness a savvy use of opinion and behavioral research. In addition, it covers how to apply an appropriate three-tier organizational listening process, summarizes the current body ...

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