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Communication Climate at
Work
Fostering Friendly Friction
in Organisations

Øyvind Kvalnes
Communication Climate at Work
 Øyvind Kvalnes

Communication
Climate at Work
Fostering Friendly Friction in Organisations
Øyvind Kvalnes
Dept Leadership & Organizational Devt
BI Norwegian Business School
Oslo, Norway

ISBN 978-3-031-28970-5    ISBN 978-3-031-28971-2 (eBook)

https://doi.org/10.1007/978-3-031-28971-2

© The Editor(s) (if applicable) and The Author(s) 2023

Open Access This book is licensed under the terms of the Creative Commons Attribution
4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits
use, sharing, adaptation, distribution and reproduction in any medium or format, as long as
you give appropriate credit to the original author(s) and the source, provide a link to the
Creative Commons licence and indicate if changes were made.
The images or other third party material in this book are included in the book’s Creative
Commons licence, unless indicated otherwise in a credit line to the material. If material is not
included in the book’s Creative Commons licence and your intended use is not permitted by
statutory regulation or exceeds the permitted use, you will need to obtain permission directly
from the copyright holder.
The use of general descriptive names, registered names, trademarks, service marks, etc. in this
publication does not imply, even in the absence of a specific statement, that such names are
exempt from the relevant protective laws and regulations and therefore free for general use.
The publisher, the authors, and the editors are safe to assume that the advice and information
in this book are believed to be true and accurate at the date of publication. Neither the
publisher nor the authors or the editors give a warranty, expressed or implied, with respect to
the material contained herein or for any errors or omissions that may have been made.
The publisher remains neutral with regard to jurisdictional claims in published maps and
institutional affiliations.

This Palgrave Macmillan imprint is published by the registered company Springer Nature
Switzerland AG.
The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
 Acknowledgements

In writing this book, I have benefitted greatly from conversations with

Arne Carlsen, Ida Susanna Fattah, Dorthe Hagen, Mette Kaaby, Espen
Kvark Kvernbergh, Birgitte Lange, Ketill Berg Magnusson, Tord
Fagerheim Mortensen, Esa Saarinen, executive students at BI Norwegian
Business School, and participants in workshops in a range of Norwegian
organisations. I would like to thank my employer BI Norwegian Business
School for sponsoring the Open Access publication of the book.

v
 Contents

Part I    1

1 Communication Climate  3

2 Critical Quality Moments 13

3 Bystander Effects 21

4 The Invisible Gorilla 29

5 Blind Spots 37

6 Help 45

Part II   55

7 Friendly Friction 57

8 Tolerance for False Alarms 65

9 Psychological Safety 73

vii
viii Contents

10 Scope for Agency 83

11 Pushing Plus Buttons 91

Part III   99

12 Communication Ethics101

13 Countering Moral Neutralisation111

14 Whistleblowing119

15 Further Studies127
 List of Tables

Table 5.1 The Johari Window 39

Table 12.1 Ethical perspectives on outcomes 108
Table 14.1 Johari Window for whistleblowing 122

ix
PART I
 CHAPTER 1

Communication Climate

Abstract Every organisation or group has a communication climate. It

manifests in the way members talk to each other in work settings. This
chapter positions the concept in relation to those of voice climate and
psychological safety and defines it in a way that is wider than both in that
it encompasses the climate for voicing concerns and critical issues as well
as the climate for expressing support, praise, and appreciation. The chap-
ter also introduces the structure of the book, which has 15 chapters organ-
ised in three parts. Part 1 (Chaps. 1–6) addresses why the communication
climate is important in organisations. Part 2 (Chaps. 7–11) presents five
qualities found in well-functioning communication climates. Part 3
(Chaps. 12–14) highlights communication ethics. The book ends with a
chapter containing suggestions for further academic work on the topic.

Keywords Communication climate • Psychological safety • Voice

climate • Communication ethics • The silence mystery

The junior doctor Ida receives a message on her calling device. She runs
to the nearest nurse at the hospital ward and urgently asks, “Where is this
room?” The display shows a range of letters and numbers that makes no
sense to Ida. With the nurse’s help, she eventually locates the room, where
they find a pale and lifeless patient. They begin lung–heart compression,

© The Author(s) 2023 3

Ø. Kvalnes, Communication Climate at Work,
https://doi.org/10.1007/978-3-031-28971-2_1
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