Improving Responding Skills

*An effective response is___________ and ___________. a. honest; critical b. useful; condescending c. empathetic; sympathetic d. descriptive; brief

d. descriptive; brief

What is active listening?

A listening process in which the listener focuses on the speakers needs and actively works to understand the speakers message.

A co-worker has come to you, asking advice about how to approach the supervisor about a raise. How can you respond, utilizing the principles of effective responses?

Be descriptive, timely, brief, useful and empathetic.

What does it mean to show empathy? Write a brief, empathetic statement.

Be kind, and gentle. If you are respectful people will respect you for that.

Some people simply cannot be active listeners, no matter how hard they try.

False

Paraphrasing is repeating back to the speaker his or her words, exactly as they were said.

False.

A friend comes to you and says, "Mr. Johnson gave me an F on my paper and says I copied it, but I didn't! I showed him the bibliography and the sources, but he doesn't believe me! I'm going to drop the class." Write a response that reflects the characteristics of effective responses.

He gave you an F! That's crazy. I don't believe that you copied but I don't know how you could change his mind. Maybe if you confront him gently he might open up.

"I understand how you feel" is an example of an ________________ response. a. ineffective b. dishonest c. rude d. empathetic

d. empathetic

Write a brief dialogue that reflects the principles of paraphrasing, being 'other' focused and validating emotions.

The principles of paraphrasing are so that you can make sure you know what the person is talking about. If you repeat it back to them you know that you are understanding. It is really important to be 'other' focused because then they will respect you. Validating emotions also helps you make sure you know what they're talking about.

"I know how excited you were to be offered the new job. It's too bad the hours aren't what you were expecting. Talking to your new boss about your hours before you accept seems like a good idea." What makes this an effective response? Is there anything you would change or add?

This is a very effective response. I wouldn't add anything to it. It states the problem, and feels sorry for you. They also give an idea for something they could do to fix it.

Active listening can help our relationships in the workplace by helping to prevent misunderstandings.

True

Why is it difficult to avoid trying to solve other's problems during a conversation? What can you say instead of offering advice?

You want to be the hero. You want to be the one that solved the problem and figured it out. But instead you could just offer them you attention and time and hope they appreciate that just the same.

"I don't know why you're angry, it's not like I was trying to upset you." This statement violates which principle of active listening? a. Validate emotions b. Avoid distractions c. Paraphrase the speaker's words d. all of the above

a. Validate emotions

Which of the following statements does not reflect the guideline to be descriptive in our responses? a. "I think that's a good idea. Bringing the food with us will save a lot of time." b. "Go for it." c. "Why don't we try packing a couple of coolers instead? It might save time." d. All of the above are descriptive responses.

b. "Go for it."

_____________ occurs when you focus your attention on the speaker and make an effort to understand what is being said. a. Responding b. Active listening c. Nonverbal communication d. all of the above

b. Active listening

"I know just how you feel, when that exact same thing happened to me I was so angry, so I just told her exactly how I felt. You should do the same thing. It worked for me!" This statement violates which of the principles of active listening? a. Validate emotions and paraphrase the speaker's words. b. Remain 'other-focused' and validate emotions c. Avoid solving problems and remain 'other' focused d. Paraphrase the speaker's words and avoid solving problems

c. Avoid solving problems and remain 'other' focused

*Effective responses are _____________. a. self-centered b. sympathetic c. useful d. all of the above

c. useful

Ordering and threatening are examples of ________________. a. effective communication b. active communication c. barriers to communication d. passive aggressive communication

c. barriers to communication

Effective responses are ________________. a. dishonest b. long c. brief d. complex

c. brief

*Rewording and restating what the speaker has said is ____________. a. being 'other' focused b. validating emotions c. paraphrasing d. repetitive

c. paraphrasing

Which of the following statements is true? a. Effective responses are always timely. b. Effective responses must not take into account the speaker's feelings. c. During a disagreement, it is impossible to respond effectively. d. If your response contains criticism, it may be best to wait a little while before responding

d. If your response contains criticism, it may be best to wait a little while before responding

"Hang on just a second, I need to take this call." This statement violates which principle of active listening? a. Paraphrase the speaker's words b. Validate emotions c. Avoid trying to solve problems d. Turn off competing messages

d. Turn off competing messages

In which situation would it be difficult to attend completely? a. at a party, with loud music playing b. while driving and talking on your cell phone c. texting during a presentation in class d. all of the above

d. all of the above