The managerial role in the speaker-listener exchange. A two-dimensional action plan

According to various studies, listening ranks as one of the most important communication skills. Yet studies also indicate that this is an area where most people--managers and staff members alike--are lacking. One way to improve listening effectiveness is through a formal listening training program. However, most medical institutions do not offer such programs. Because of the importance of listening, clinical laboratory managers cannot afford to wait for these formal programs. Fortunately, there is a two-dimensional action plan that managers can use to improve both their own listening skills and those of their staff members. This article describes the elements of this two-part action plan. The first part focuses on how managers can improve the speaker-listener exchange as speakers. This involves considering how and where the message is communicated. The second part of the plan examines how managers can assist effective listening as listeners. This involves creating an environment conducive to listening and learning how to give active feedback. Finally, the article examines how individual differences can affect a person's listening skills.