Developing a Model of Organizational Listening Competency

What listening factors are consistently seen as competent by others in the work place? The Managerial Listening Survey (MLS)* was designed to recall listening behaviors and attitudes through self-and other-reports of typical, on-the-job interactions. Workers receiving training in managerial communication, along with selected colleagues, were surveyed over a five-year period to determine whether the MLS items comprised a reliable and valid set of behaviors which were systematically related to others' impressions of competency. Using the results of a confirmatory factor analysis and other statistical tests to determine the validity of the MLS, a two-factor (accuracy and support) model of listening competency was demonstrated. Theoretical support for communication competency was seen since workers, their supervisors, colleagues, and subordinates perceived listening competency to be highly correlated with general impressions of effectiveness, as well as the individual's satisfaction with the work relationship.