I Am Aware of My Inconsistencies but Can Tolerate Them: The Effect of High Quality Listening on Speakers’ Attitude Ambivalence
Abstract
We examined how listeners characterized by empathy and a non-judgmental approach affect speakers’ attitude structure. We hypothesized that high-quality listening decreases speakers’ social anxiety, which in turn reduces defensive processing. This reduction in defensive processing was hypothesized to result in an awareness of contradictions (increased objective-attitude ambivalence) and decreased attitude extremity. Moreover, we hypothesized that experiencing high-quality listening would enable speakers to tolerate contradictory responses, such that listening would attenuate the association between objective and subjective-attitude ambivalence. We obtained consistent support for our hypotheses across four laboratory experiments that manipulated listening experience in different ways on a range of attitude topics. The effects of listening on objective-attitude ambivalence were stronger for higher dispositional social anxiety and initial objective-attitude ambivalence (Study 4). Overall, the results suggest that speakers’ attitude structure can be changed by a heretofore unexplored interpersonal variable: merely providing high-quality listening.
Listening to Understand: The Role of High-Quality Listening on Speakers’ Attitude Depolarization During Disagreements
Guy Itzchakov , Netta Weinstein , Mark Leary , Dvori Saluk, and Moty Amar
Listening
Disagreements can polarize attitudes when they evoke defensiveness from the conversation partners. When
a speaker talks, listeners often think about ways to counterargue. This process often fails to depolarize
attitudes and might even backfire (i.e., the Boomerang effect). However, what happens in disagreements if
one conversation partner genuinely listens to the other’s perspective? We hypothesized that when
conversation partners convey high-quality listening—characterized by attention, understanding, and
positive intentions—speakers will feel more socially comfortable and connected to them (i.e., positivity
resonance) and reflect on their attitudes in a less defensive manner (i.e., have self-insight). We further
hypothesized that this process reduces perceived polarization (perceived attitude change, perceived attitude
similarity with the listener) and actual polarization (reduced attitude extremity). Four experiments
manipulated poor, moderate, and high-quality listening using a video vignette (Study 1) and live interactions
(Studies 2–4). The results consistently supported the research hypotheses and a serial mediation model in
which listening influences depolarization through positivity resonance and nondefensive self-reflection.
Most of the effects of the listening manipulation on perceived and actual depolarization generalized across
indicators of attitude strength, specifically attitude certainty and attitude morality. These findings suggest
that high-quality listening can be a valuable tool for bridging attitudinal and ideological divides.
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Avoiding harm, benefits of interpersonal listening, and social equilibrium adjustment: An applied psychology approach to side effects of organizational interventions
Guy Itzchakov, Justin B. Keeler, Walter J. Sowden, Walter Slipetz, and Kent S. Faught
Listening
Creating positive change in the direction intended is the goal of organizational interventions. Watts et al. (2021) raise this issue of “side effects,” which include changes that are unintended and often in the opposite direction of the organizational intervention. With our expertise in applied psychology, military psychiatry/neuroscience, organizational behavior, and corporate safety, we argue for three additional factors for consideration: avoiding harm, the benefits of high-quality interpersonal listening, and a discussion of side effects as a natural part of the change process. We offer these as a means of extending the conversation begun by Watts et al.
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