Individual Listening Values Moderate the Impact of Verbal Person Centeredness on Helper Evaluations: A Test of the Dual-Process Theory of Supportive Message Outcomes

Abstract

This study is part of a larger program of research concerned with how people evaluate supportive behavior. Past work conducted in our lab found that helper evaluations of supportive listening vary as a function of specific listener behaviors, but the effects of these behaviors were small in magnitude. In this article, we explore one explanation for these small effects, namely, that the impact of listening behaviors on helper evaluations varies as a function of individual communication values. We draw from the dual-process theory of supportive message outcomes to propose that communication values operate to influence individual processing of supportive behavior. Using data from 383 participants asked to watch and evaluate a five-minute recorded comforting conversation, results provide support for the theory. People who place more value on listening as well as theoretically connected communication skills appear more responsive to the presence (or absence) of person-centered behavior.

Notes

¹ Compare, for instance, the following examples of low and highly person-centered comfort. While the low person-centered (LPC) message criticizes the emotional experiences of the recipient, the highly person-centered (HPC) message provides explicit recognition and validation of emotions. LPC: You just can’t learn statistics because you did not try your best. You probably didn’t do the things you need to, so it’s really your own fault and nobody else’s. HPC: I know this makes you mad. It’s really exasperating when you try and try, but don’t get anywhere. This kind of thing can make you crazy! I know you have never had trouble with anything like this in the past, but some things just don’t come so easy. You’re only human and not a super hero. Statistics is tough business. It took me forever to learn all those formulas and the rules, so I think I get how you feel.