3. Active empathetic listening (AEL)
3 dimensions
Empathy is understanding another’s
mind or capacity to recognize emotions.
Characterized as the ability to
“put oneself into another's shoes“
Sensing RespondingProcessing
4. AEL as antecedent to relationship building behavior
Trust
AEL
Relationship
Performance
7. Methodology
Sample:
2500 salespeople
175 completed and useable
questionnaires were received
Median age of 45 years
( ranges from 20-68)
142 ( a total of 81%)were male
Most of them involved in long term relationship
Some were involved in both long term and short term
10. Managerial Implication
Active empathetic
learning(AEL)
greater levels of relationship quality
superior levels of trust.
active listening behaviours
sales interaction from the buyers’
point-of-view
Role playing
full AEL scale
11. Limitations of AEL
Self report measures
limit the interpretation of the
findings.
Common method
Bias is the potential threat
Single indicator is
Used to predict sales
performance
Many time
Constructs overlap in meaning
Multiple definitions of relationship
Quality, trust and performance
exist