Chapter 3 Listening Culture
IN A TRADITIONAL bureaucratic organizational hierarchy, managers are considered the most resourced and best suited to make wise decisions. In such a hierarchy, managers also have the highest status. As a result, those lower down in the organization are too often not seen as essential assets for the development and success of the organization. In other words, managers and leaders rarely listen to coworkers. In addition, many traditional organizations lack communication systems that support upward communication from coworkers with direct customer contact to senior management.
In the mid-1980s, the problems of the traditional bureaucratic organizational hierarchy were recognized. In the ...
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