Workers at a bank and a medical center provided 195 critical incident
descriptions of effective and ineffective listening. Individual elements were
identified and sorted into 38 categories which describe listening in the two
work environments.
Results indicate that listening is described in organizational settings as an
interrelated set of concepts including attentiveness, verbal behavior, non-
verbal behavior, attitudes, memory, and behavioral responses. This concept
of listening differs from the classroom-oriented and counseling-oriented con
cepts of listening which dominate much research and training.
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