to respond positively to them. Insensitive individuals may use language that is o ensive to
others or that may be indi erent to the needs and feelings of other people.
Selective listening: People have a tendency to hear what they want to hear and tune out what
they do not want to hear. We are more receptive to messages that satisfy our needs or coincide
with our beliefs. And we tend to deny, reject or distort messages that are threatening or in
con ict with our existing beliefs (Larwood and Whittaker 1977). People become defensive
when they are criticized by others as it is a threat to their ego ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month, and much more.