The Power of Listening at Work

Avraham N. Kluger, Guy Itzchakov

Research output: Contribution to journalReview articlepeer-review

70 Scopus citations

Abstract

Listening is associated with and a likely cause of desired organizational outcomes in numerous areas, including job performance, leadership, quality of relationships (e.g., trust), job knowledge, job attitudes, and well-being. To advance understanding of the powerful effects of listening on organizational outcomes, we review the construct of listening, its measurement and experimental manipulations, and its outcomes, antecedents, and moderators. We suggest that listening is a dyadic phenomenon that benefits both the listener and the speaker, including supervisor-subordinate and salesperson-customer dyads. To explain previous findings and generate novel and testable hypotheses, we propose the episodic listening theory: listening can lead to a fleeting state of togetherness, in which dyad members undergo a mutual creative thought process. This process yields clarity, facilitates the generation of novel plans, increases well-being, and strengthens attachment to the conversation partner.

Original languageAmerican English
Pages (from-to)121-146
Number of pages26
JournalAnnual Review of Organizational Psychology and Organizational Behavior
Volume9
DOIs
StatePublished - 2022

Bibliographical note

Publisher Copyright:
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Keywords

  • change
  • listening
  • performance
  • relationships
  • workplace

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