Effects of Training Reflective Listening in a Corporate Setting
2004 (English)In: Journal of business and psychology, ISSN 0889-3268, E-ISSN 1573-353X, Vol. 18, no 3, 281-299 p.Article in journal (Refereed) Published
A communication skills training of insurance company employees was devised and evaluated. Study 1 compared trained and untrained employees on their Reflective listening (RL; Rogers, 1951) skills before and after a 16-hr training, as they conversed with a confederate who rated them, and their responses were categorized. In a follow-up Study 2, some of the employees audiotaped conversations with customers, and their responses were categorized as well. In a validation Study 3, students rated conversations by employees who used more or less RL. Results showed that training increased RL, and that the skills were subsequently transferred to an authentic setting. Results did not show that trained employees were evaluated differently than untrained. Implications of the results are discussed.
Place, publisher, year, edition, pages
2004. Vol. 18, no 3, 281-299 p.
IdentifiersURN: urn:nbn:se:uu:diva-92124DOI: 10.1023/B:JOBU.0000016712.36043.4fOAI: oai:DiVA.org:uu-92124DiVA: diva2:165092