Feeling Heard: Experiences of Listening (or Not) at Work

Listening has been identified as a key workplace skill, important for ensuring high-quality communication, building relationships, and motivating employees. However, recent research has increasingly suggested that speaker perceptions of good listening do not necessarily align with researcher or listener conceptions of good listening. While many of the benefits of workplace listening rely on employees feeling heard, little is known about what constitutes this subjective perception. To better understand what leaves employees feeling heard or unheard, we conducted 41 interviews with bank employees, who collectively provided 81 stories about listening interactions they had experienced at work. Whereas, prior research has typically characterized listening as something that is perceived through responsive behaviors within conversation, our findings suggest conversational behaviors alone are often insufficient to distinguish between stories of feeling heard vs. feeling unheard. Instead, our interviewees felt heard or unheard only when listeners met their subjective needs and expectations. Sometimes their needs and expectations could be fulfilled through conversation alone, and other times action was required. Notably, what would be categorized objectively as good listening during an initial conversation could be later counteracted by a failure to follow-through in ways expected by the speaker. In concert, these findings contribute to both theory and practice by clarifying how listening behaviors take on meaning from the speakers' perspective and the circumstances under which action is integral to feeling heard. Moreover, they point toward the various ways listeners can engage to help speakers feel heard in critical conversations.

Joint Video Self-Modeling for Persons With Traumatic Brain Injury and Their Partners: A Case Series

Purpose Individuals with traumatic brain injury (TBI) experience impairments to self-regulation and social communication that strain relationships. Video self-modeling (VSM) provides visible and audible, tangible evidence of what they do well and what could improve. Conducting such training in the context of authentic exchanges with their everyday partners may support positive change in social communication. The present investigation sought to evaluate indices of improved social communication. Method A mixed-methods design was employed for this case series investigation. Quantitative measures include pre- and postoutcomes on goal attainment scales (GASs) and measures of conversational effectiveness. Qualitative measures include responsiveness to video-supported prompts, conversational behaviors, and metacognitive statements. Results Participants perceived gains on GAS of 3–4 SD s, as well as perceived improvements on the La Trobe Communication Questionnaire. Those gains were validated by gains on the adapted Measure of Participation in Conversation and Measure of Skill in Supported Conversation. Individuals with TBI and their partners reached consensus on most goals and postintervention La Trobe Communication Questionnaire ratings. Participants made accurate judgments about their behaviors at a high rate, given video review. Conversational behaviors and use of metacognitive statements varied across participants and conversational contexts. Field notes and session transcripts provide evidence that both dyads increased internalization of VSM goals and purpose. Conclusions Joint VSM shows promise as a method for eliciting accurate self-assessments among individuals with TBI and their close partners. Both dyads perceived positive gains in interactions within and outside their dyads. Furthermore, joint VSM and GAS appear to improve self-awareness and internalization of VSM goals and purpose.

A relational turbulence theory perspective on women’s grief following miscarriage

This study used relational turbulence theory to examine (a) how the relational impact of miscarriage corresponded with bereaved mothers’ grief responses and (b) the association between a partner’s supportive conversational behaviors and relationship qualities. The sample included 193 women who had experienced a miscarriage within the previous year. As predicted, relational uncertainty was positively associated with women’s negative appraisals of miscarriage; facilitation from a partner was positively associated with women’s negative emotions; bereaved mothers’ negative appraisals and negative emotional responses covaried; and a partner’s supportive conversational behaviors were positively associated with facilitation from a partner. Contrary to our predictions, interference from a partner was not associated with more intense negative emotions, and a partner’s supportive conversational behaviors were positively associated with relational uncertainty and interference from a partner. The discussion highlights the relational impact of miscarriage on bereaved mothers’ experiences of grief.

Facing face: non-professional interpreting in prison mental health interviews

Face, or the public self-image that each individual claims for him-/herself, is continuously constructed and negotiated in interaction. In interpreter-mediated events, the interpreter’s actions may threaten, maintain or enhance the primary participants’ face, as well as their own. This single case study of a real-life interview between a prison psychologist and a foreign language-speaking inmate, interpreted by another inmate, aims to explore how and why the three members of the triad engage in face-threatening acts (Brown and Levinson 1987) and face-boosting acts (Bayraktaroglu 1991). The transcribed audio recording of the interview shows how this non-professional interpreter actively seeks to protect and improve his fellow prisoner’s face, as a potential expression of his in-group loyalty, but ultimately prioritizes his own social image in an attempt to present himself as cooperative and trustworthy before the psychologist. This analysis shows how underlying issues of social distance, power and trust forcefully shape conversational behaviors in the prison environment.

Next Generation Utterance-Based Systems: What Do Pragmatic Studies Tell Us About System Design?

Utterance-based AAC systems hold the promise of faster/easier communication. Over the past 10 years, we have conducted a number of investigations into the kinds of pragmatic choices that a user of such a system will have to make and the effects of these choices on public attitudes and conversational behaviors. In this paper, we discuss some of the technological implications of the findings from these experiments.

The Gender Communication Gap in Online Threaded Discussions

Threaded discussions are one of the central tools of online education. These tools enhance student learning and compensate for the lack of social interaction. This study examines whether these social interactions are affected by some typical gender related conversational behaviors, despite the fact that these threaded discussion are designed to operate in a seemingly gender neutral online environment. That men and women communicate differently in open conversation due to their different respective social objectives in communication is at the core of sociolinguistic theory. A direct result of these differences is a tendency toward same-gender oral conversations. To some extent, according to sociolinguists, cross-gender communication resembles cross cultural conversations. This study analyzes threaded discussions in online courses through the lens of sociolinguistic theory, and conjectures that these gender differences should be reflected in mild gender segregation in the threaded discussions as well as men showing a greater inclination to dominate the discussion. Data from 233 students in 27 online courses support these hypotheses and enable a significant identification of the gender of the student based on whom they reference in the threaded discussion and the way they reference others. Theoretical and practical implications on managing threaded discussions are discussed along with directions for further research.