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Publication Date

Fall 2011

Degree Type

Thesis - Campus Access Only

Degree Name

Master of Science (MS)




Howard Tokunaga


Active Listening, Empathic Listening, Reflective Listening

Subject Areas



In the research field and work environment alike, academics and professionals posit that active listening skills are needed in the workplace and are critical to workers' job performance. Presently, research has been hampered due to a lack of consensus within the research community concerning the properties of active listening. The purpose of this study was to provide greater clarity surrounding the definition and dimensionality of active listening in the workplace via the development and evaluation of an active listening scale. A three dimensional, non-therapeutic model of active listening, measuring verbal comprehension, verbal and non-verbal communication, and empathy was partially supported in this study. A meaningful and parsimonious empathy dimension was found, while the verbal comprehension and verbal and non-verbal communication dimensions both created two new sub-dimensions. The results suggest that a non-therapeutic model of active listening that includes an empathy dimension is an appropriate measure for the workplace.