Listeners as sensemakers: Exploring the role of strategic listening in contemporary organizations at IKEA and Tetra Pak

Abstract: Communication research has identified listening as a key skill in the sensemaking process. However, little is known about the practical implementation of listening by practitioners and about its strategic values to the organization. Based on a qualitative case study with practitioners in two Scandinavian contemporary organizations, this study analyses individual micro-practice of listening and its implications on the organizing process. The results revealed that the approaches of listening follow a similar pattern, namely noticing, interpreting, and action. Furthermore, listening is identified as a critical aspect integrated in the natural process of sensemaking that generates synergy and mutual benefits. It is concluded that strategic listening in the sensemaking process facilitates conscious implementation of decision-making and planning and contributes to a collective learning environment. Thus, supportive of the conception that strategic listeners are mindful sensemakers who through their conscious listening process cultivate and balance the macrostates of organizational life.