Ranked by personnel managers as the most important problematic communication skill in organizations today, listening is the most used skill that is taught least frequently. Listening skills of managers and employees can be improved; it is the purpose of this article to describe simple, common-sense strategies for this task. Hearing, understanding, interpreting, remembering, and evaluating comprise the five skill areas of the listening model, all of which are analyzed. With sincere efforts made to improve communication skills, managers can be well on their way to building organizations with enhanced quality of worklife, supportive environments, and positive organizational cultures.
Brownell, J. (1987). Listening: the toughest management skill. Cornell Hotel and Restaurant Administration Quarterly, 27, 4, 64-71.