Can improving employees’ interpersonal listening abilities impact their emotions and cognitions during difficult conversations at work? The studies presented here examined the effectiveness of listening training on customer service employees. It was hypothesized that improving employees’ listening skills would (a) reduce their anxiety levels during difficult conversations with customers, (b) increase their ability to understand the customers’ point of view (i.e., perspective-taking), and (c) increase their sense of competence. The two quasi-experiments provide support for the hypotheses. Study 1 (N = 61) consisted of a pre-post design with a control group and examined the effect of listening training on customer service employees in a Fortune 500 company. Study 2 (N = 33) conceptually replicated the results of Study 1 using listening training conducted in one branch of a company that provides nursing services compared to another branch of the company that did not receive training. The results indicated that listening training had lasting effects on employees’ listening abilities, anxiety reduction, and perspective-taking during difficult conversations. The discussion centres on the importance of interpersonal listening abilities to the empowerment wellbeing of employees in the workplace.
|Number of pages||15|
|Journal||European Journal of Work and Organizational Psychology|
|State||Published - Dec 2020|
Bibliographical noteFunding Information:
This research was funded by a grant Number 460/18 from the Israel Science Foundation The author is grateful for the constructive comments by Avi Kluger, Jennifer Grau, Netta Weinstein and Harry Reis, and thanks Drey Taylor and Nithin Skaria for their help with data collection.
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- interpersonal listening
ASJC Scopus subject areas
- Applied Psychology
- Organizational Behavior and Human Resource Management