When companies pretend to listen

Originally posted on The Horizons Tracker.

“Employee voice”—the freedom to share ideas and raise concerns without fear of backlash—is essential to making workplaces safer and fairer. But even when managers say they’re listening, real change often doesn’t follow. A recent study¹ by HEC Paris describes how employers sometimes give the impression of addressing worker concerns, only to dodge real action. This strategy, called “voice veneer,” involves appearing to value employee input while quietly sidelining those who speak up.

The study centers on a union effort by puppeteers at Disney’s California theme parks. Frustrated by poor working conditions after Disney switched to cheaper, more uncomfortable puppets, they pushed for change. Disney eventually agreed to a labor contract, giving the puppeteers hope. But the company simply phased out puppet shows instead of implementing the contract, leaving their demands unmet.

Paying lip service

The effects of voice veneer are significant, especially as more employees work remotely and become even less visible to managers. As the authors explain, voice veneer “easily occurs when workers lack power, are physically and socially isolated, and are out of sight.” In these cases, the risks of employers ignoring worker voices are even higher.

Through interviews with former puppeteers and union organizers, the researchers found a familiar story: when the puppeteers pushed for better conditions, Disney negotiated with them, creating an illusion of progress. But by reducing puppet shows, Disney weakened the puppeteers’ voice efforts, avoiding any lasting changes. Over time, voice veneer erodes trust, turning short-term relief into long-term resentment. As the study notes, “You’re not addressing what employees are asking for. You’re putting something shiny around it. But when you scratch it, can you ever trust management again?”

The consequences extend beyond Disney. When employers pay lip service to concerns without delivering change, they weaken the norms that ensure fair treatment across entire industries. Temp and gig workers, who have fewer job protections than full-time employees, are especially vulnerable to this problem.

The puppeteers’ journey illustrates the issue: in 2014, they began organizing for fair pay, better protections, and coverage of medical expenses. By 2015, 85% had signed union cards, and Disney agreed to a new contract. But by the time the contract expired in 2020, puppet shows at Disneyland were largely gone, leaving their efforts in limbo.

In short, “voice veneer” may give the illusion of progress, but without follow-through, it leaves employees feeling disillusioned. To build trust and create a culture of open dialogue, companies need to go beyond listening and act on what they hear.

Article source: When Companies Pretend To Listen.

Header image source: Boyce Duprey on Flickr, CC BY-NC-SA 2.0.

Reference: