The impact of sales contests on customer listening: an empirical study in a telesales context

Companies often use sales contests to achieve short-term objectives to motivate salespeople and to boost sales. However, sales contests also may encourage salespeople to adopt less relational behaviors and limit their ability to manage customer relationships, as manifested in their customer listening practices. Therefore, this study, based on a natural field experiment, examines the effects of a sales contest on customer listening. In so doing, four dimensions of customer listening (passive, active, adaptive, and assertive listening), associated with a process of listening (Hearing, Processing, and Responding), were identified. The study helps clarify the effect of a sales contest on these four dimensions of customer listening by telesales agents. The results reveal that this sales contest exerts negative effects only on the active and passive customer listening, not on the adaptive and assertive customer listening. The study sheds light on how sales contests influence important behaviors such as customer listening, as well as on the nature of customer listening itself.     

The experience of receiving scholarship aid and its effect on future giving: a listening guide analysis

Why are there so many people who receive scholarship aid who do not give back to the schools that gave it? Social exchange theories grounded in the assumption of direct reciprocity have long been the framework used within higher education to understand donative behavior. As a result, conventional wisdom within higher education holds that recipients of scholarship aid will later donate money to the institution that provided it. However, the philanthropic data show that most aid recipients do not, in fact, give back. This study probes the underlying factors for this phenomenon by using the Listening Guide, a voice-centered relational method of discovery, to analyze and interpret interviews with 10 scholarship recipients. By providing a more robust understanding of the experience of receiving, the findings challenge some of the most basic psychological and sociological assumptions about giving and generosity within higher education.     

Working memory predicts semantic comprehension in dichotic listening in older adults

Older adults have difficulty understanding spoken language in the presence of competing voices. Everyday social situations involving multiple simultaneous talkers may become increasingly challenging in later life due to changes in the ability to focus attention. This study examined whether individual differences in cognitive function predict older adults’ ability to access sentence-level meanings in competing speech using a dichotic priming paradigm. Older listeners showed faster responses to words that matched the meaning of spoken sentences presented to the left or right ear, relative to a neutral baseline. However, older adults were more vulnerable than younger adults to interference from competing speech when the competing signal was presented to the right ear. This pattern of performance was strongly correlated with a non-auditory working memory measure, suggesting that cognitive factors play a key role in semantic comprehension in competing speech in healthy aging.     

Radical Listening: Transdisciplinarity,Restorative Justice and Change

This article explores transdisciplinarity within childhood studies at the intersection of restorative justice and counseling psychology. It is argued that at this juncture the nexus of radical listening may be uncovered. Radical listening, a term first coined by the critical pedagogue J.L. Kincheloe, is used here to aid in the project of both decolonizing restorative justice practices and deconstructing the hegemonic positioning of psychology in childhood studies through an intersectional understanding of childhood. This is a move toward complexity thinking and a valuing of Indigenous ways of knowing in response to the epistemicide of minoritized voices and the domination of White Western scholarship in childhood studies over the past century. Linkages established among transdisciplinarity, restorative justice, and counseling reorients the scholar/practitioner toward a nuanced understanding of a rights-based perspective and an appreciation of the intersections of social, political, and cultural worlds.     

The influence of visual information on auditory lateralization

Sætrevik, B. (2010). The influence of visual information on auditory lateralization. Scandinavian Journal of Psychology. The classic McGurk study showed that presentation of one syllable in the visual modality simultaneous with a different syllable in the auditory modality creates the perception of a third, not presented syllable. The current study presented dichotic syllable pairs (one in each ear) simultaneously with video clips of a mouth pronouncing the syllables from one of the ears, or pronouncing a syllable that was not part of the dichotic pair. When asked to report the auditory stimuli, responses were shifted towards selecting the auditory stimulus from the side that matched the visual stimulus.     

Reactive cognitive-control processes in free-report consonant–vowel dichotic listening

The relevance of cognitive-control processes has been frequently discussed and studied in the context of dichotic listening. Experimental and clinical studies indicate that directing attention to either of the two simultaneously presented phonological stimuli, but especially to the left-ear stimulus increases the requirements for cognitive-control processes. Here, we extend this view by reporting the results of a behavioural and a functional magnetic-resonance imaging (fMRI) experiment designed to analyse the involvement of cognitive-control processes also in a free-report dichotic-listening paradigm. It was hypothesised that dichotically presented pairs of stop–consonant–vowel syllables would provide different demands for cognitive-control processes as a function of the spectro-temporal overlap of the two stimuli. Accordingly, in Experiment 1 it was shown that dichotic syllables of high (e.g., /ba/ and /ga/) as opposed to low spectro-temporal overlap (e.g., /ba/ and /ka/) produce significantly faster and more correct answers, and are more often perceived as one syllable. In Experiment 2 it was further shown that pairs of low as compared to high spectro-temporal overlap trigger a more pronounced activation predominately in left-hemispheric, speech-associated brain regions, namely left posterior inferior sulcus/gyrus, bilaterally in pre-supplementary motor and mid-cingulate cortex as well as in the inferior parietal lobe. Taken together, behavioural and functional data indicate a stronger involvement of reactive cognitive control in the processing of low-overlap as opposed to high-overlap stimulus pairs. This supports the notion that higher-order, speech-related cognitive-control processes also are involved in a free-report dichotic-listening paradigm.     

“We Need Something Different”

This article examines responses to the controversial picketing and media-savvy provocations of the Westboro Baptist Church (WBC). Since WBC’s conduct is widely perceived as cruel, people often respond with anger and animosity, which reinforce WBC’s self-representation as a persecuted church. Conversely, I have engaged Westboro Baptists in interviews that function as “bridging conversations.” This methodology centers on critical-empathic listening, comparative religious ethics, and a disciplined restraint from expressing moral judgment. I argue that this response is supported by the data and understandings obtained, metapragmatic commentary, my rapport with churchgoers, and evidence of their empathy. In conclusion, I gauge the methodology’s risks and consider its expansion, for example, with undergraduates who have joined our conversations. In an era of polarized discourse, nonjudgmental listening is a counter-intuitive response that troubles entrenched binaries, including the public fashioning of WBC as a dehumanized enemy.     

Pupil dilation patterns reflect the contents of consciousness

The study of human consciousness has historically depended on introspection. However, introspection is constrained by what can be remembered and verbalized. Here, we demonstrate the utility of high temporal resolution pupillometry to track the locus of conscious attention dynamically, over a single trial. While eye-tracked, participants heard several musical clips played diotically (same music in each ear) and, later, dichotically (two clips played simultaneously, one in each ear). During dichotic presentation, participants attended to only one ear. We found that the temporal pattern of pupil dilation dynamics over a single trial discriminated which piece of music was consciously attended on dichotic trials. Deconvolving these pupillary responses further revealed the real-time changes in stimulus salience motivating pupil dilation. Taken together, these results show that pupil dilation patterns during single-exposure to dynamic stimuli can be exploited to discern the contents of conscious attention.