Can listening training empower service employees? The mediating roles of anxiety and perspective-taking
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DOI: 10.1080/1359432x.2020.1776701
Abstract: ABSTRACT 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… read more here.
Keywords: listening abilities; difficult conversations; perspective taking; service employees ... See more keywords