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| Author: | Gratton, L. Ghoshal, S. |
| Title: | Improving the Quality of Conversations |
| Journal: | Organizational Dynamics
2002 : VOL. 31:3, p. 209-223 |
| Index terms: | QUALITY MANAGEMENT ORGANIZATION LEARNING ORGANIZATIONAL DEVELOPMENT |
| Language: | eng |
| Abstract: | Conversations lie at the heart of managerial work, yet the vast majority of conversations in companies are dehydrated, ritualised talk that adds little value. The authors categorize conversations based on two dimensions-analytical rationality and emotional authenticity-and illustrate how companies like BP, Royal Dutch Shell, OgilvyOne Worldwide and UBS Warburg Ltd. have improved the quality of conversations in their organisations by enhancing one or both of these dimensions. For top-level leaders, the challenge of shaping curious and creative learning organisations lies in creating a social context for good talk: one in which questioning and doubt are institutionalised; space and time are created for rich and deep conversations to occur; big, broad questions are legitimised; and some rules. |
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