The dark side of stakeholder communication: Stakeholder perceptions of ineffective organisational listening

The organisational communication literature consistently states that healthy organisations are those that promote effective listening. Negative outcomes from ineffective organisational listening may result in financial costs, dysfunctional organisational communication, and organisations that dominate communities rather than work cooperatively with communities. This article examines the listening competency of two organisations during consultation with their respective stakeholders. Conditions that stakeholders believe impeded effective listening between the organisation and its stakeholders are discussed. Results indicate that ineffective organisational listening had negative consequences both for organisations and for the stakeholder groups involved. The study's findings contribute to organisation-stakeholder communication literature and have implications for the practice of organisation-stakeholder communication and management training.