International Journal of Marketing and Business Communication

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Active Empathic Listening as a Tool for Better Communication


Affiliations
1 Business Communication Area, Birla Institute Of Management Technology, Greater Noida, Uttar Pradesh, India
     

   Subscribe/Renew Journal


Volume of the consumer conversation is expanding day by day. Many leading companies worldwide are recognising the importance of listening to the costumers and feel that it is not the same thing as it was five years ago. Listening in the present context involves many other criterions such as granularity of individual opinions, leading indicators, unfiltered sentiments, etc. This increasing speed and volume of conversations and its rapid development as a market force have made listening as one of the biggest challenges faced by the present corporate world. One type of listening which is being highlighted these days is Active Empathic Listening (AEL). AEL is a cognitive process involving the steps such as sensing, processing and responding. The study adopts the items from the recently developed Active Empathic Scale to test whether there is a significant correlation between the three elements of listening empathetically. The study also tries to find out if empathy in listening can make a person a better communicator. The study further provides the evidences to prove that trainings with the focus upon empathic listening can improve the overall listening abilities and justifies the emerging need of proper training and guidance to help the Employees/Prospective employees to understand the role of empathy in the process of listening.

Keywords

Listening, Active Listening, Empathy, Communication.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Arglye, M., & Cook, M. (1976). Gaze and Mutual Gaze. London: Cambridge.

  • Auxley, S. (1996). Communication at work: management and the communication-intensive organization. CT Quorum Book.

  • Bodie, G. D. (2011b). The active empathic listening scale (AELS): Conceptualization & validity evidence. Communication Quarterly, 59, 277-297

  • Castleberry, S .B., & Shepherd, C. D. (1993). Effective interpersonal listening and personal selling. Journal of Personal Selling and Sales Management, 13, 35-49.

  • de. Ruyter, K ., & Wetzels, M. G. M. (2000). The impact of perceived listening behavior in voice to voice service encounters. Journal of Service Research, 14, 167-202 Drollinger, T., Comer, L. B., & Warrington, P. T. (2006).

  • Development and validation of the active empathetic listening scale. Psychology and Marketing, 23, 161-180.

  • Duncan, L. G., Coastworth, J. D., Greenberg, M. T. (2009). A model of mindful parenting; Implication for parent child relationships and prevention research. Climate Child and Family Psychology Review, 12, 255-270.

  • Jones, S. M. (2011). Supportive Listening, International Journal of Listening, 25, 85-103.

  • Pasupathi, M., Carctensen, L. L., Levenson, R. W., & Gottman, J. M. (1999). Responsive listening in long married couples: A psycho logistic perspective. Journal of non verbal Behavior, 23, 173-193.

  • Thompson, B. (2003). Understanding reliability and coefficient alpha, really. In B. Thompson (Ed.),Score reliability :Contemporary thinking on reliability issues (pp. 3-23). Thousand Oaks, CA: Sage.

  • Watanuki, S., Tracy, M. F., & Lindquist, R. (2006). Therapeutic Listening. In M. Snyder & R. Lindquist ( Eds)., Complentary/Alternative therapies in nursing 4th ed., pp. 45-46 New York : Springer

  • http://www.pearsonlongman.com/intelligent_business/bec_higher.html

  • http://www.businessenglishsite.com/business_video10.html

  • http://peo.cambridge.org/images/empathy at work.pdf

  • http://www.businessballs.com/empathy.htm


Abstract Views: 822

PDF Views: 2




  • Active Empathic Listening as a Tool for Better Communication

Abstract Views: 822  |  PDF Views: 2

Authors

Archana Shrivastava
Business Communication Area, Birla Institute Of Management Technology, Greater Noida, Uttar Pradesh, India

Abstract


Volume of the consumer conversation is expanding day by day. Many leading companies worldwide are recognising the importance of listening to the costumers and feel that it is not the same thing as it was five years ago. Listening in the present context involves many other criterions such as granularity of individual opinions, leading indicators, unfiltered sentiments, etc. This increasing speed and volume of conversations and its rapid development as a market force have made listening as one of the biggest challenges faced by the present corporate world. One type of listening which is being highlighted these days is Active Empathic Listening (AEL). AEL is a cognitive process involving the steps such as sensing, processing and responding. The study adopts the items from the recently developed Active Empathic Scale to test whether there is a significant correlation between the three elements of listening empathetically. The study also tries to find out if empathy in listening can make a person a better communicator. The study further provides the evidences to prove that trainings with the focus upon empathic listening can improve the overall listening abilities and justifies the emerging need of proper training and guidance to help the Employees/Prospective employees to understand the role of empathy in the process of listening.

Keywords


Listening, Active Listening, Empathy, Communication.

References