ABSTRACT
Listening is a critical part of the organizational communication process. The accurate perception and interpretation of messages is vital for effective organizational communication transactions to take place. To enhance our understanding of the role of listening in organizational communication, this chapter unfolds in the following manner. First, we examine the current status of organizational listening. Second, the four stages of listening-sensing, interpreting, evaluating, and responding-are analyzed. Third, active, passive, deliberative, and empathetic listening are addressed. Fourth, the special requirements of organizational listening are developed; feedback constitutes the fifth issue. Finally defensive and supportive climates are presented. This analysis concentrates on the following issues:
Importance of listening Costs of poor listening Current status of organizational listening Difficulties in delineation Four listening stages Types of listening Feedback Defensive and supportive climates
Importance of Listening In a sense, this should be an obvious point. We cannot communicate successfully with someone unless the message is received and understood. The case for the importance of listening is significant, as we now discover.
