Listening skills of Maltese accountants : an analysis

Abstract

Purpose: This research aims to shed light on the importance of listening skills in the accounting profession. The study is limited to the Big Four accounting firms in Malta and the perspectives of both HR personnel and accountants working in the same firms are analysed. Design: A mixed methodology was adopted for this study. In fact, four semi-structured interviews were carried out with HR personnel from each of the Big Four firms in Malta. Moreover, 79 responses were gathered from the questionnaire after this was distributed amongst the accountants working in the same firms. Findings: The importance of listening skills was highlighted by the HR personnel and accountants since it facilitates the communication process and helps to build trust with clients. There is a lack of alignment between accountants and their employers when it comes to the importance of listening skills in career advancement. Furthermore, some barriers which may impede effective listening are identified. Lastly, findings show that the development of listening skills should start early and that it is a shared responsibility. Nevertheless, listening skills can be improved if one is willing to put in the time and effort. Conclusion: Nowadays, it is not enough for accountants to be brilliant technically because their role has evolved due to technological advancements. Consequently, soft skills are needed since accountants are now caught up in a dynamic role and they spend the majority of their time interacting with people. Listening skills, in particular, should now be considered more important than ever in the accounting profession because they help in being more efficient and also lead to customer satisfaction. Value: This study recommends three courses of action that the relevant parties within the accounting industry should take, to develop, assess and enhance the listening ability of individuals. Ultimately, a good listening ability would be beneficial to the accountants, accounting firms and also to clients.