Feeling heard: experiences of listening (or not) at work
Feeling heard: experiences of listening (or not) at work
Author
Kriz, Tiffany
Kluger, Avraham
Lyddy, Christopher
Faculty Advisor
Date
2021
Keywords
listening , perceived listening , communication , qualitative , non-listening , feeling heard
Abstract (summary)
Listening has been identified as a key workplace skill, important for ensuring high-quality
communication, building relationships, and motivating employees. However, recent
research has increasingly suggested that speaker perceptions of good listening do not
necessarily align with researcher or listener conceptions of good listening. While many
of the benefits of workplace listening rely on employees feeling heard, little is known
about what constitutes this subjective perception. To better understand what leaves
employees feeling heard or unheard, we conducted 41 interviews with bank employees,
who collectively provided 81 stories about listening interactions they had experienced at
work. Whereas, prior research has typically characterized listening as something that
is perceived through responsive behaviors within conversation, our findings suggest
conversational behaviors alone are often insufficient to distinguish between stories of
feeling heard vs. feeling unheard. Instead, our interviewees felt heard or unheard only
when listeners met their subjective needs and expectations. Sometimes their needs and
expectations could be fulfilled through conversation alone, and other times action was
required. Notably, what would be categorized objectively as good listening during an
initial conversation could be later counteracted by a failure to follow-through in ways
expected by the speaker. In concert, these findings contribute to both theory and practice
by clarifying how listening behaviors take on meaning from the speakers’ perspective
and the circumstances under which action is integral to feeling heard. Moreover, they
point toward the various ways listeners can engage to help speakers feel heard in
critical conversations.
Publication Information
Kriz, T. D., Kluger, A. N., & Lyddy, C. J. (2021). Feeling heard: experiences of listening (or not) at work. Frontiers in Psychology, 12, 3063. https://doi.org/10.3389/fpsyg.2021.659087
DOI
Notes
Item Type
Article
Language
English