Improving Organizational Communication through Long-Term Intergroup Intervention.
YALE UNIV NEW HAVEN CONN SCHOOL OF ORGANIZATION AND MANAGEMENT
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The frequency, accuracy, and utility of communication among groups within organizations affects and is affected by their ethnocentricism. This study reports on the design, formulation, modification, and evaluation of a relatively new type of intergroup intervention--the creation of a microcosm group of 12 members from an organization of 250 members. Charged with improving communication among work groups and hierarchical levels, the group was developed and maintained according to boundary and relationship concepts from open systems theory. It represented a microcosm of the system which it worked, addressed problems raised by both employees and management, assisted in a survey feedback intervention, survived concerns raised by the union, middle management, and leadership succession at the top of the organization.