Listening

Listening to Understand: The Role of High-Quality Listening on Speakers’ Attitude Depolarization During Disagreements

Abstract

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.
Guy Itzchakov, Harry T. Reis, Netta Weinstein
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Listening
Social psychologists have a longstanding interest in the mechanisms responsible for the beneficial effects of positive social connections. This article reviews and integrates two emerging but to this point disparate lines of work that focus on these mechanisms: high-quality listening and perceived partner responsiveness. We also review research investigating the downstream consequences of high-quality listening and perceived partner responsiveness: the how and why of understanding the process by which these downstream benefits are obtained. High-quality listening and perceived partner responsiveness, though not isomorphic, are related constructs in that they both incorporate several key interpersonal processes, such as understanding, positive regard, and expressions of caring for another person. We develop a theoretical model for representing how listening embodies one form of interactive behavior that can promote (or hinder) perceived partner responsiveness and its downstream affective, cognitive, and behavioral effects. Finally, we discuss our model’s implications for various social-psychological domains, such as social cognition, self-evaluation, constructive disagreements, and interpersonal relationships.
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Guy Itzchakov, Jennifer Grau
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Listening
Consider the following scenario. You are preparing for a team discussion about an important project. The meeting was scheduled for 15:00 p.m., but due to technical problems, it starts at 15:15. Your next meeting begins at 16:00. You notice two team members have joined by smartphones rather than computers. This is because their kids use the family’s laptops for virtual school. Three other employees are working from their bedrooms, the only private place in their apartments. You also see a side conversation in the chat room that has nothing to do with the meeting topic. During the meeting, several people turn the cameras off. You forge ahead. After introducing the project’s goals, you realize you were muted and need to start over. This situation would have seemed completely unrealistic just a few months ago. However, since COVID-19, these kinds of challenges are now commonplace. While listening was never easy in the best of times, it is even more challenging today. In part because we are all learning to do old things in new ways. Ann Richards famously contrasted challenges facing men and women, noting,“ ... Ginger Rogers did everything that Fred Astaire did. She just did it backward and in high heels.” A similar comparison of the pre and post-pandemic workplace listening is apt. For many, virtual listening feels like dancing backwards in high heels, a bit off balance. We are all seeking to regain equilibrium in our communication. This article is intended to facilitate better virtual listening in the post-pandemic era. First, we introduce and define listening. Second, we present empirical evidence on the dyadic and organizational benefits of listening and listening training. Third, we discuss the challenges of virtual listening by providing specific examples from managers. Finally, we offer detailed recommendations for what managers and employees can do to improve their virtual listening skills and practices to support virtual listening.
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