Feeling Heard: Experiences of Listening (or Not) at Work.

ABSTRACT: 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

SUBMITTER: Kriz TD 

PROVIDER: S-EPMC8350774 | biostudies-literature | 2021

REPOSITORIES: biostudies-literature