Understanding Organizational Dysfunction: Part 2 - The Impact of Gossip on Organizational Dysfunction

What is Gossip?

"Managers seem to cherish "soft" information, especially gossip, hearsay, and speculation. Why? The reason is timeliness; today's gossip may be tomorrow's fact."

~ Henry Mintzberg

If we asked ourselves, "Do I gossip?" we would need to admit that we do unabashedly. We are repeatedly introduced to and engaged in gossip from a young schoolyard child to a working adult. Our parents, caregivers, teachers, and bosses warn us not to gossip, yet we still do. Why? Let us begin by accepting that: "Gossip is a ubiquitous characteristic of human life (Dunbar, 2004; Emler, 2019), which is observed across cultures and in various types of social organizations, ranging from groups of hunter-gatherers to teams in modern organizations (Besnier, 2019; Mills, 2010). Gossip comprises a large share of people's conversations (Emler, 1990; Robbins & Karan, 2019)."[1] Given the pervasive nature of gossip and its prevalence in the workplace, as research has shown that 90% of people engage in gossip (Grosser, Lopez Kidwell, Labianca, & Ellwardt, 2012), it is an activity that every manager needs to understand and learn to deal with it. [2]

Given this astounding statistic of 90% of people engaging in gossip, we must get a clearer picture of gossip and its effects on people and workplaces. An overview of gossip research reveals a need for more clarity as it provides conflicting perspectives, different conclusions, and varying recommendations regarding the consequence of gossip in the workplace. This lack of clarity and consensus on defining gossip limits the ability of researchers to create theories to provide advice on how to manage gossip. For example, a systematic review of the literature was performed by Dores Cruz, Nieper, Testori, & Beersma (2021), and four characteristics of gossip were identified:

"(1) whether the definition refers, implicitly or explicitly, to the gossip triad, comprised of a sender, a receiver, and a target (i.e., the person(s) the information is about), (2) whether the target of the gossip is absent (i.e., physically absent or not able to access the communicated content at the time of communication), (3) whether the content of gossip is evaluative (i.e., whether the valence of the content of gossip is positive or negative but not neutral), and (4) whether the information sending takes place informally (i.e., outside the scope of formal communication norms)."[3]

Firstly, the proposed definition of gossip is "a sender communicating to a receiver about a target who is absent or unaware of the content."[4] Secondly, while the content of gossip could be positive or negative, it takes place informally. Gossip can be identified as "idle chat", "via the grapevine", "off the record", or "meeting after the meeting". Another term that often overlaps and is used interchangeably with 'gossip' is 'rumour'. Distinctively different, rumours primarily concern events or claims, ranging from verified to unverified by definition; however, if verified, the rumour stops. [5] Interestingly, gossip has been stereotypically identified as a female trait, and men engage in gossip as frequently. "Men may label their gossip exchanges with such colloquialisms as "shooting the breeze," "chewing the fat," or "bullshitting," but this only amounts to a semantic tactic that makes their communication appear more socially acceptable."[6] However, importantly identified by Grosser et al. (2012), "No type of gossip seems to travel as far or be discussed as much as when it concerns incivility. Incivility has a contagion-like effect that leaves negative emotion in its wake."[7]

Grosser et al. (2012) identified six primary functions of organizational gossip: "getting information, gaining influence, releasing pent-up emotions, providing intellectual stimulation, fostering interpersonal intimacy, and maintaining and enforcing group values and norms."[8] As dispute resolution practitioners, we can focus on these six functions to provide the roadmap to reset a dysfunctional team.

The role of gossip in creating a toxic work environment

Gossip can damage workplace culture, creating a toxic environment that can be difficult to work in as it damages relationships, creates an atmosphere of mistrust, and reduces morale. When rumours or negative information are spread among employees, it can lead to feelings of mistrust, resentment, and anxiety. Gossip can also create cliques and factions within the workplace, leading to conflict and undermining teamwork and productivity. Additionally, the spread of false or misleading information can harm the reputation of individuals and organizations, potentially leading to legal issues or damage to the company's brand. Ultimately, gossip can erode morale, decrease productivity, and create a sense of instability within the workplace. Organizations and leaders must proactively prevent and address gossip to maintain a healthy work environment.

The potential for conflict development due to attributions and poor communication

Conflict can develop when people use attributions and poor communication to interpret each other's behaviours and intentions. Attributions refer to people's explanations for why others behave the way they do. When we make attributions, we may rely on limited information, stereotypes, or personal biases, leading to misunderstandings and misinterpretations of others' actions. When attributions are negative, they can lead to assumptions and judgments that are not based on accurate information, escalating conflict. On the other hand, poor communication can occur when people have different communication styles, use ambiguous language, speak different languages, or have different cultural backgrounds. This can result in miscommunication, confusion, and frustration. When attributions and poor communication interact, they can create a cycle of escalating conflict as each person becomes more convinced that the other is intentionally behaving in a hurtful or disrespectful way. To avoid this, it is important to be aware of our biases and communication styles and to try to understand and clarify the intentions and feelings of others.

The adverse effects of gossip on personal physical and mental wellness

Gossip can have detrimental effects on personal physical and mental wellness. Engaging in gossip can cause stress, anxiety, guilt and shame, leading to adverse mental health outcomes. Also, gossiping can damage personal relationships, increasing feelings of loneliness and isolation. Over time, this can lead to chronic stress, which has been linked to a range of health problems such as high blood pressure, heart disease, and weakened immune function. In addition, spreading rumours and engaging in negative talk can damage the reputation of both the speaker and the person being gossiped about. Overall, it is important to avoid gossiping and instead focus on positive communication and building healthy relationships to promote personal well-being.

The value and risks of gossip in organizations

Workplace gossip can have both positive and negative effects on a work environment. On the positive side, gossip can build social connections and help establish rapport among colleagues, and it can also provide an informal communication channel for sharing important information or concerns. However, there are also risks associated with workplace gossip. Gossip can be hurtful and damaging to individuals and their reputation, leading to a toxic work environment. It can also spread misinformation and create misunderstandings, harming productivity and morale. In addition, gossip can create a culture of mistrust and anxiety, where employees are always on guard against being the subject of gossip. Therefore, individuals and organizations need to be mindful of the impact of gossip and work to cultivate a positive and respectful workplace culture.

Are you interested in learning more? Join me as I walk through Part 3: The Art of Resetting Workplace Gossip and subsequent segments.

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[1] Dores Cruz TD, Nieper AS, Testori M, Martinescu E, Beersma B. (2021). An Integrative Definition and Framework to Study Gossip. Group & Organization Management. 2021;46(2):252-285. P. 253.

[2] Ibid. P. 253.

[3] Dores Cruz TD, Nieper AS, Testori M, Martinescu E, Beersma B. An Integrative Definition and Framework to Study Gossip. Group & Organization Management. 2021;46(2):252-285.p. 260.

[4] Ibid. p. 266.

[5] Ibid.p. 275.

[6] Grosser, T. J., Lopez-Kidwell, V., Labianca, G. (Joe), & Ellwardt, L. (2012). Hearing it through the grapevine: Positive and negative workplace gossip. Organizational Dynamics, 41(1), 52–61. P. 53.

[7] Ibid. P. 57.

[8] Ibid. P. 53.