Luisteren naar ruis : Een onderzoek bij de Belastingdienst naar communicatie als spanningsreductie

Abstract

Government organisations make tensions manageable with strategic language. Communication professionals play an important role in this context by helping administrators de-problematise situations. However, linguistic solutions also create new problems, such as unprocessed issues and collective blind spots. Instead of hiding dilemmas and tensions, the government should encourage discussion around them. Listening is the key word here.

In his PhD thesis, entitled ‘Luisteren naar ruis’ (Listening to noise), Harrie van Rooij analyses the role of communication and language in government organisations. Organisations are largely made up of communication: think of meetings, discussions, writing memos, emails, presentations, and having coffee with colleagues. Van Rooij believes that it is important to devote more attention to exploring what happens at such moments.