The interactive effect of mindfulness and internal listening on internal crisis management and its outcomes: the moderating role of emotional exhaustion

PurposeInternal crisis communication (ICC) has become a burgeoning area of research in crisis communication. However, the importance of ICC as a tool to enhance employee positive communicative behaviour in crisis has not been explored. This study aims to develop a research model by drawing from the ideas of sensemaking and network theories. In addition, the study further examines how the elements of the proposed model drive ICC while assessing employee-related outcomes and the role of emotion exhaustion.Design/methodology/approachTo assess the validity of the measurement and structural models, 316 employees from both public and private non-profit organisations in Pakistan were interviewed through online survey. The collected data were analysed using co-variance based structural equation modelling (CV-SEM).FindingsThe results of this research confirmed that mindfulness and internal listening positively affect employee perceptions towards internal communication during a crisis. Similarly, ICC positively influences employees' perception of loyalty, job insecurity and the organisation's reputation. The results also highlight the moderation roles of emotional exhaustion (EE).Practical implicationsThe study suggests that applying ICC strategies will help crisis managers develop collaborative relationships with employees, which will help in identifying and managing a crisis. In addition, implementing effective internal communication in corporate practices and processes makes internal reputation and employee loyalty (EL) a reality and allows organisations to remain productive despite crises.Originality/valueThrough the lens of sensemaking theory, this research demonstrated that mindfulness and listening should be considered stimuli in organisations that can influence employees to be active communicators before and during crises. This study is the first to elucidate the essential outcomes for strategic internal crisis management that are often under-looked, such as emotional responses. The study also shows that sensemaking should not only focus on meaning-making in a crisis but also include emotional feelings that can wear out the meaning-making process.