Sensemaking theory in portraying an organizational conflict: A case study analysis

Abstract

Purpose: The purpose of this paper is to examine the practice of sensemaking in organizational conflict. It found out that during conflict, the sensemaking process has an important role in influencing the progress of the conflict. A conflict that has been evolving for years is inclined to turn into a crisis. The roles of the organizational and societal culture are therefore very important in KKSH. They do not only determine the communication process of the organizations with its stakeholders, but it also proposes the resolution for the conflict. Methodology: This study was based on a qualitative case study, a one-year research project to examine the crisis communication of a family-based organization. In this study, a number of 14 in-depth-interview transcripts were analyzed by using the pattern matching. The unit analysis of this study only used one major instead of using many cases. Results: This study has the advantage in terms of descriptions of the sensemaking process in the crisis caused by an organizational conflict. The findings of this study indicate the significance of cultural elements in the crisis communication caused by conflict among the organizational members. The use of local culture issue, therefore, fulfills the need for the crisis communication research based on the non-western approach. Implications: Therefore, the characteristics of the factors behind the conflict were investigated. Based on the study, it is highly recommended that in determining the solution of internal conflict, all the involved parties should understand the culture of KKSH. It is very important since the culture is already embedded in the attitude and behavior of all internal family members.