The Unintentional Nonconformist: Habits Promote Resistance to Social influence

Listening is essential in shaping social interactions, relationships and communication. While listening research has generated significant insights on how speakers benefit from good listening, one fundamental question has been largely overlooked: how do people perceive listeners? This gap is crucial for understanding how perceptions of listeners impact relational dynamics. In three studies (two preregistered; total N = 1509), we assessed the attributes and behaviours associated with good and bad listeners, and whether the favourability of these attributes and behaviours impact downstream consequences. In Study 1, participants identified an acquaintance they judged as a good or bad listener. Good listeners were rated higher in positive listening attributes and behaviours, which mediated their perceived warmth, competence and values. Study 2 replicated this using a reverse correlation technique: one sample generated faces of a good or bad listener, which were then evaluated by a second, naïve sample. Consistent with Study 1, good listener faces were rated higher in positive listening attributes and behaviours, mediating perceptions of warmth, competence, humility and values. Study 3 extended Study 2 by showing that the effects were not due to a general positivity bias, demonstrating the significant interpersonal consequences of being perceived as a good or bad listener.

Can improving employees’ interpersonal listening abilities impact their emotions and cognitions during difficult conversations at work? The studies presented here examined the effectiveness of listening training on customer service employees. It was hypothesized that improving employees’ listening skills would (a) reduce their anxiety levels during difficult conversations with customers, (b) increase their ability to understand the customers’ point of view (i.e., perspective-taking), and (c) increase their sense of competence. The two quasi-experiments provide support for the hypotheses. Study 1 (N = 61) consisted of a pre-post design with a control group and examined the effect of listening training on customer service employees in a Fortune 500 company. Study 2 (N = 33) conceptually replicated the results of Study 1 using listening training conducted in one branch of a company that provides nursing services compared to another branch of the company that did not receive training. The results indicated that listening training had lasting effects on employees’ listening abilities, anxiety reduction, and perspective-taking during difficult conversations. The discussion centers on the importance of interpersonal listening abilities to the empowerment and well-being of employees in the workplace.