Organizational listening: a conceptual proposal

Claro M., Cecilia

doi:https://doi.org/10.22395/angr.v17n34a12

A escuta organizacional: uma proposta conceitual;
La escucha organizacional: una propuesta conceptual

dc.creator	Claro M., Cecilia
dc.date	2019-06-14
dc.date.accessioned	2019-10-04T18:45:24Z
dc.date.available	2019-10-04T18:45:24Z
dc.identifier.issn	1692-2522
dc.identifier.uri	http://hdl.handle.net/11407/5416
dc.description	This research presents listening as a communication element that must be managed in organizations that face a constantly changing society, and in which it is important to know the opinion of the public that interacts with it. When understood as an intangible asset, listening adds to others of its kind that become relevant today in institutions, such as reputation, image, identity, corporate responsibility, among others. This study aims to show what are the most relevant features and elements of organizational listening to date. The research was carried out through an analysis that draws from the theory, and that reviews the main contributions from the communication field. As a subject matter, the act of listening does not have a broad body of research to support itself, but it is in development. However, its importance is indirectly inferred from the background analysis in some academic fields. For the purposes of this study, approaches made from strategic communication, public relations, relational marketing and organizational communication are reviewed. On the basis of a theoretical analysis, this research on listening proposes a definition of organizational listening and its most relevant elements as a contribution to the field of communication: Listening belongs to a continuous and systematic process in organizations that requires different instruments to be carried out, which is aimed at knowing the different audiences with which the institution is related, and that should be established as an important factor to be considered so that institutions are sustainable over time.	eng
dc.description	A presente pesquisa apresenta a escuta como um elemento da comunicação que deve ser administrado nas organizações que enfrentam uma sociedade em constante mudança e na qual é importante conhecer a opinião dos públicos que interagem com ela. A escuta, entendida como um intangível, soma-se a outros pontos que atualmente ganham relevância nas instituições, como a reputação, a imagem, a identidade, a responsabilidade das corporações, entre outros. Este estudo pretende mostrar quais são, até o momento, as características e elementos mais relevantes da escuta organizacional. A pesquisa é feita por meio de uma análise efetuada a partir da teoria e que resenha as principais colaborações realizadas a partir da disciplina da comunicação. A escuta como tema de indagação não apresenta um corpo de pesquisa amplo para poder sustentar suas bases, mas está em desenvolvimento. No entanto, sua importância é inferida diretamente a partir da análise de antecedentes em algumas correntes disciplinares. Para efeito deste estudo, foram revisadas proposições feitas a partir da comunicação estratégica, das relações públicas, do marketing relacional e da comunicação organizacional. A partir da análise teórica, esta pesquisa sobre a escuta propõe como colaboração à disciplina da comunicação uma definição do que é a escuta organizacional e quais são os elementos mais relevantes: a escuta faz parte de um processo contínuo e sistemático nas organizações, que requer diferentes instrumentos para ser realizado, que busca conhecer os diferentes públicos com que a instituição se relaciona e que deve ser um fator importante a ser considerado de modo que as instituições sejam sustentáveis no tempo.	por
dc.description	La presente investigación presenta a la escucha como un elemento de la comunicación que debe ser gestionado en las organizaciones que se enfrentan a una sociedad en cambio constantemente y en la que es importante conocer la opinión de los públicos que con ella interactúan. La escucha entendida como un intangible se suma a otros que hoy cobran relevancia en las instituciones como son la reputación, la imagen, la identidad y la responsabilidad de las corporaciones, entre otros. Este estudio pretende mostrar cuáles son hasta la fecha las características y elementos más relevantes de la escucha organizacional. La investigación se hace a través de un análisis que se efectúa desde la teoría y que reseña las principales aportaciones realizadas a partir de la disciplina de la comunicación. La escucha como tema de indagación no presenta un cuerpo de investigación amplio desde donde sustentar sus bases, pero sí está en desarrollo. Sin embargo, su importancia se infiere de manera indirecta a partir del análisis de antecedentes en algunas corrientes disciplinares. Para efectos de este estudio se revisan planteamientos realizados desde la comunicación estratégica, las relaciones públicas, el marketing relacional y la comunicación organizacional. A partir del análisis teórico, esta investigación sobre la escucha propone como aporte a la disciplina de la comunicación una definición de lo que es la escucha organizacional y cuáles son los elementos que se consideran más relevantes: la escucha forma parte de un proceso continuo y sistemático en las organizaciones que requiere de diferentes instrumentos para poder realizarse, que está orientado a conocer los diferentes públicos con los que se relaciona la institución y que debe constituirse como un factor importante a considerar de modo de que las instituciones sean sustentables en el tiempo.	spa
dc.description.uri	https://revistas.udem.edu.co/index.php/anagramas/article/view/2298	spa
dc.format	application/pdf
dc.format	PDF
dc.format.extent	p. 239-253
dc.format.medium	Electrónico	spa
dc.language.iso	spa
dc.language.iso	eng
dc.publisher	Universidad de Medellín
dc.relation	https://revistas.udem.edu.co/index.php/anagramas/article/view/2298
dc.relation.ispartof	Anagramas Rumbos y Sentidos de la Comunicación
dc.relation.ispartofseries	Anagramas Rumbos y Sentidos de la Comunicación, Universidad de Medellín; Vol. 17, Núm. 34 (2019)
dc.rights.uri	http://creativecommons.org/licenses/by-nc/4.0	*
dc.source	Anagramas Rumbos y Sentidos de la Comunicación; Vol. 17 Núm. 34 (2019): Enero-Junio; 239-253
dc.subject	Organizational listening	eng
dc.subject	Strategic communication	eng
dc.subject	Dialogue	eng
dc.subject	Organizational communication	eng
dc.subject	Public	eng
dc.subject	Intangible asset	eng
dc.subject	Feedback	eng
dc.subject	Communication strategy	eng
dc.subject	Escuta organizacional	por
dc.subject	Comunicação estratégica	por
dc.subject	Diálogo	por
dc.subject	Comunicação organizacional	por
dc.subject	Públicos	por
dc.subject	Intangíveis	por
dc.subject	Retroalimentação	por
dc.subject	Estratégia de comunicação	por
dc.subject	Escucha organizacional	spa
dc.subject	Comunicación estratégica	spa
dc.subject	Diálogo	spa
dc.subject	Comunicación organizacional	spa
dc.subject	Públicos	spa
dc.subject	Intangibles	spa
dc.subject	Retroalimentación	spa
dc.subject	Estrategia de comunicación	spa
dc.title	Organizational listening: a conceptual proposal	eng
dc.title	A escuta organizacional: uma proposta conceitual	por
dc.title	La escucha organizacional: una propuesta conceptual	spa
dc.rights.accessrights	info:eu-repo/semantics/openAccess
dc.contributor.affiliation	Claro M., Cecilia; Universidad de los Andes
dc.identifier.doi	https://doi.org/10.22395/angr.v17n34a12
dc.relation.citationvolume	17
dc.relation.citationissue	34
dc.relation.citationstartpage	239
dc.relation.citationendpage	253
dc.audience	Comunidad Universidad de Medellín
dc.publisher.faculty	Facultad de Comunicación
dc.coverage	Lat: 06 15 00 N degrees minutes Lat: 6.2500 decimal degreesLong: 075 36 00 W degrees minutes Long: -75.6000 decimal degrees
dc.publisher.place	Medellín	spa
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dc.identifier.eissn	2248-4086
dc.type.version	info:eu-repo/semantics/publishedVersion
dc.type.driver	info:eu-repo/semantics/article
dc.identifier.reponame	reponame:Repositorio Institucional Universidad de Medellín	spa
dc.identifier.instname	instname:Universidad de Medellín	spa