Chapter 3. Listening

Sincere questions are useful for which of the following

1) Encouraging speakers to elaborate 2)gathering facts and details 3)Clarifying meanings

An egocentric attitude be a listener results in which of the following

1) It prevents the listener from learning useful new information 2) it alienates other people including co-workers

Which of the following phrases are likely to be used during paraphrasing?

1) Let me make sure I understand what you are saying 2) In other words you are saying

Which of the following prevent people from listening to understand

1) Mentally arguing with the speaker 2)Focusing on other tasks 3)Daydreaming

Which of the following statements are generally correct assumptions about talking

1) Talking captures more attention than listening 2)Talking instead of listening can lead people to miss important information

Which of the following statements correctly convey communication expert Susan Petersons ideas about listening

1) Too many businesspeople focus on the art of telling rather than the art of listening 2)Good listening makes up 80-90% of what a good manager or leader does

Which of the following are examples of counterfeit

1) Why haven't you told me about this 2)Have you ever considered offering more money to get experienced people

Which of the following statements about good listening are correct

1) a good listener sometimes speaks or paraphrases 2) A good listener is an active communicator 3) Good listening can be exhausting

Hearing problems and auditory processing difficulties

1) are physiological barriers to effective listening 2) may be misinterpreted as intentional acts of not listening

Which of the following are goals of mindful listening

1) listening to understand the other person 2)listening critically to evaluate the message

Which of the following are effective ways to manage environmental barriers to hearing and processing messages

1) moving to a more quiet location 2)silencing your cell phone

which of the following are nonverbal cues

1) postures 2)gestures 3)facial expressions

An office manager tells the company president I'm having trouble getting the copier fixed. thats why we've leased a new one. the president responds I see. You can't get the copier fixed so you've leased a new one. the officer manager replies yes the company's presidents paraphrasing was ineffective because

1) the president essentially repeated what the office manager said 2) the president doesn't demonstrate a full understanding of the situation

In which of the following situations would an analytical listener be more valuable than other types of listeners

1) when the issues at hand are complicated 2)when a wide range of perspective is needed

which of the following are characteristics of relational listeners

1)They are aware of the emotions of others 2)They listen to understand how others feel 3)they are interested in being supportive to others

Which of the following statements best summarize the appropriate approaches to take when validating a speakers evidence

1)recall that thoroughly researched statistics better validate a claim than a handful of random examples 2)Determine whether enough cases are cited to be representatives

Which of the following statements about questioning and paraphrasing are correct

1)the purpose of questioning is to obtain new additional information 2) paraphrasing is conducted to clarify what a speaker

Listening effectively is a natural ability

False

To paraphrase is to parrot the other persons statements word for word

False

When meeting with prospective clients for the first time its best to present your sales pitch first and then ask them what they require

False

Message overload

Hiro is trying to listen to Marta, but his phone keeps beeping with emails and text messages

nathan is a graphic design

I got it. you want something classy and sophisticated but also inviting

nathan

I understand you want to make the branding more modern but you want the subject to stay the same

Preoccupation

Joe is worried about his sick cat and is having trouble concentrating on Akeelas words

Ethnocentrism

Kari assumes that because Tanisha has a strong accent she is less educated and thus Kari rarely listens to her ideas

The fear of appearing ignorant can have unfortunate consequences when listeners

Pretend to understand what has been said

Egocentrism

Ranbir already knows the best way to address a budget shortfall so he only pretends to listen to Kira

Staying quiet during a conversation can further your goal of listening to understand, because it encourages the other person to

Talk

Which statement most accurately describes effective paraphrasing between a company president and an office manager reporting to the president?

The president restates the office managers ideas and statements in his own words

Which of the following statements about how conversational partners interpret each others remarks is true?

They accurately interpret each others remark no more than half the time

Which of the following statements about how conversational partners interpret each others remarks is true

They accurately interpret each others remarks no more than half the time

Which of the following statements is true of analytical listeners

They thoroughly consider all perspectives before coming to a conclusion

Fear of appearing ignorant

Tom is not sure how to perform a market analysis, but he does not want to ask for help because he does not want his boss to know

The act of paraphrasing content is best described as __________ to ensure that messages are understood

a safety check

Asking very elementary questions during a business meeting indicates

a willingness to ask for clarification

Listening effectively is a ________ activity rather than a _______ activity

active passive

to ascertain the feelings behind a message, the receiver should paraphrase the _____ of the speaker so the speaker can ______ the receivers interpretation

apparent emotion verify or contradict

Proposals that appeal to you on an emotional level should__________ before being accepted

be considered logically

Misunderstandings and other listening failures are __________ in business situations

common and costly

The most basic form of paraphrasing plays back the receivers understanding of the explicit message and is a paraphrase of the ______ of a message

content

Which type of listening would be most appropriate if the goal is to thoroughly investigate an issue, such as an investigation into possible police corruption, and to evaluate messages with the purpose of accepting or rejecting them

critical

Communication experts note that mindful listening is _____ and needs _____ to be effective

difficult; cultivating

The belief by speakers that their ideas are more important or valuable than the ideas of others is called

egocentrism

Evaluative listening involves analyzing a speakers evidence and ____________ appeals

emotional

the process of analyzing the quality of a message after you have understood it is part of listening to

evaluate

A common reason some business people refrain from asking a speaker for clarification is that they

fear they will appear ignorant

Khalid is in a meeting with his supervisor

feeling

Which of the following tactics helped Coach Rick Pitino recruit Tony delk to the university of Kentucky basketball team

he asked sincere questions and listened to the answers

According to former Chrysler chairman Lee lacocca,listening well is

important for motivating employees

A human resource manager reports to her supervisor that her team will not be able to fill two open positions in marketing by the desired date due to a lack of qualified applicants. which of the following is an example of paraphrasing as opposed to questioning

in other words we had applicants but they didn't meet our requirements

nathan is a graphic designer

in other words you would like me to present a different design

In order to ascertain why a speaker has spoken up, the receiver will paraphrase the _________ of the speakers message

intent

listening to understand requires you to do

less talking and less interrupting

The adage of withholding judgement is speaking is best summarized as ________ first be sure you _____ and the evaluate

listen understand

A survey of 1000 business executives revealed that _________ was considered the most important skill for ideal managers to possess

listening

According to career consultant Andrea Sutcliffe, ___________ is the most important interpersonal skill that people should focus on during their first year or employment

listening

Reacting to others messages automatically and routinely, without much mental investment, is called ___________ listening

mindless

Our physiological barrier to effective listening is rooted in the fact that listeners brains can process words __________, which then leads to mental spare time

much faster than speakers can vocalize words

It is incorrect to assume that a listening is a _________ activity

passive

One false assumption about listening is that effective communication is

primarily the senders responsibility

because talkative people in particular may find it more difficult to listen to understand, they are advised to ________ their comments in order to ________ only when absolutely necessary

ration talk

Paraphrasing intent helps a receiver understand the ________ a speakers statement

reasons behind

Which of the following types of listeners is best able to paraphrase a speakers feelings

relational

The ______ orientated listener is primarily interested in efficiency and getting the job done

task

A project manager tells her supervisor we are not going to make next weeks deadline. the supervisor responds you're not going to make next weeks deadline? the project manager replies thats correct which of the following statements best describes the supervisors understanding of the problem

the supervisor knows the deadline will not be met but not the reasons why

which of the following are characteristics of critical listeners

they focus on the accuracy and consistency of a message they want to evaluate messages for quality they can come across as nitpicky

Which of the following is not a type of noise that gets in the way of effective listening

ultrasonic

A good critical listener should ________ the evidence provided by a speaker

validate