E-Mail Workplace communication often took a back seat this past year, as employees and employers rushed to work remotely, struggled with technology barriers and adjusted to physical distancing. But the pandemic has resulted in valuable lessons for communicating on the job, according to a Baylor University study. During the onset of COVID-19 -- along with accompanying layoffs and a recession -- "there likely has never been a moment with such demand for ethical listening to employees," said lead author Marlene S. Neill, Ph.D., associate professor of journalism, public relations and new media at Baylor. "Ethical listening" was defined by one communication manager as "listening with an open mind and being able to hear the good, the bad and the ugly. Strategic listening is then taking the good and the bad and the ugly and knowing how to use the information."