Listening Competency in the Workplace: A Model for Training

Abstract

Listening is a desirable skill in organizational settings; good listening can improve worker productivity and satisfaction. The challenge facing consul tants is how to train employees to be competent listeners. Although much research in listening has taken place over the last few years, little of that research addresses workplace listening directly and much is based on false assumptions: that listening is a unitary concept, that listening is a cognitive rather than behavioral skill, and that listening is a linear act. In a 10-year study, we developed a model of organizational listening competency that does apply directly to the workplace. It provides a basis for assessing listening abil ity largely through the observations of co-workers. The model emphasizes two effective behaviors: accuracy, that is, confirming the message sent; and sup port, that is, affirming the relationship between the speaker and the listener: This model serves as an effective basis for improving workplace listening, both through formal training programs and through individual workers' own efforts.