Learning to Listen: An Ethnographic Pilot Study of Informal Communication as an Indicator of Organizational Stress and Crisis Response

学会倾听：作为组织压力和危机应对指标的非正式沟通的民族志试点研究

• 批准号: 0236832
• 负责人: Allen Batteau
• 金额: $ 7.58万
• 依托单位: Wayne State University
• 依托单位国家: 美国
• 项目类别: Standard Grant
• 财政年份: 2002
• 资助国家: 美国
• 起止时间: 2002-12-15 至 2004-08-31
• 项目状态: 已结题
• 来源: https://www.nsf.gov/awardsearch/showAward?AWD_ID=0236832&HistoricalAwards=false
• 关键词: Learning; Listen; Ethnographic; Pilot; Study

Accidents and disasters in many industries, including healthcare, transportation, manufacturing, and financial industries, are seen as organizational breakdowns - failures of hospitals, airlines, railroads, corporations, and financial institutions to adapt to opportunities and threats posed by competition, technology, surges in workload, or changes in their regulatory environment. Other organizations, however, adapt remarkably well, maintaining a high level of reliability in hazardous operations in fast-paced and complex environments. This adaptive capability is achieved through organizational flexibility, teamwork, and a sense of common purpose. However, when an organization's adaptive capability deteriorates or breaks down, the results can be catastrophic. This proposal describes a research technique and measurement strategy for observing the adaptive capability of organizations by examining elements of discourse in informal communication. These elements of discourse include phrase-length, tempo, turn-taking, latching, pragmatic particles, and intonation. These are the elements of speech through which interpersonal relationships are built and maintained. Typically the elements of discourse exist below the level of consciousness: most speakers are not immediately aware when their speech becomes more staccato. By observing and measuring discourse elements, the proposal suggests, we can achieve a subtle and sensitive monitoring of the changes in flexibility, teamwork, and focus within a work group. These measurements will be taken among a trauma team in a hospital emergency room, a work setting that is similar to many other high-hazard contexts: inherently hazardous, remarkably successful, yet on rare occasions subject to catastrophic failure. By measuring adaptive capability, it is hoped that catastrophic failures can be anticipated and avoided.

许多行业（包括医疗保健、运输、制造和金融行业）的事故和灾难都被视为组织崩溃--医院、航空公司、铁路、公司和金融机构未能适应竞争、技术、工作量激增或监管环境变化带来的机遇和威胁。 然而，其他组织适应得非常好，在快节奏和复杂环境中的危险操作中保持了高水平的可靠性。 这种适应能力是通过组织的灵活性、团队精神和共同目标感来实现的。 然而，当一个组织的适应能力恶化或崩溃时，结果可能是灾难性的。 该建议描述了一种研究技术和测量策略，通过检查非正式沟通中的话语要素来观察组织的适应能力。 语篇的这些要素包括短语长度、克里思、话轮转换、闭锁、语用助词和语调。 这些都是言语的要素，通过这些要素，人际关系得以建立和维持。 通常，话语的要素存在于意识层面之下：大多数说话者不会立即意识到他们的言语何时变得更加断奏。 通过观察和测量话语元素，该提案建议，我们可以实现对工作组内灵活性，团队合作和焦点变化的微妙和敏感的监控。 这些测量将在医院急诊室的创伤团队中进行，这种工作环境与许多其他高危险环境相似：固有的危险，非常成功，但在极少数情况下会发生灾难性的失败。 通过测量自适应能力，人们希望可以预测和避免灾难性的故障。