LA COMMUNICATION DES ORGANISATIONS À L’HEURE DE LA COMPLEXITÉ. LES ENSEIGNEMENTS DU «MANAGEMENT COMPRÉHENSIF» AU SEIN D’UNE ENTREPRISE SUÉDOISE DE TRANSPORT PUBLIC

Abstract

This paper examines the role of communication in a complex organization in order to evaluate how communication norms develop. Our conclusion is based on a case study about the privatization of the largest bus operation in Sweden. During privitization and in response to a management crisis, a « comprehensive » management structure was implemented. This « comprehesive » management structure was characterized by continuous and individualized communication between middle managers and the drivers they supervised, who were encouraged to express their feelings without reserve.