Business and communication Ch. 4

What are two reasons why the rebuttal tendency makes it difficult to listen effectively?

-It causes the listener to miss some of what is being said. -It deflects mental energy away from paying attention to the speaker.

What happens during the responding stage of effective listening?

-The listener gives feedback to the speaker. -The speaker is reassured that the listener was paying attention. -The listener responds with words or body language.

What are two of the most common responses to a person who is competitively interrupting during a conversation?

-Withdraw from the conversation. -Become competitive and engage the person in a battle of wits.

How much of what people hear do they recall?

25%

To be considered probable, a statement must have greater than a ___________ chance of being true.

50%

Which situations require critical listening?

A politician promising to give you a million dollars and achieve world peace A job applicant explaining why she should be hired A used-car salesperson describing the vehicle you are taking for a test drive

Which of the following situations illustrate ineffective listening?

A project manager maintains the same deadline even though her work group has told her it will be impossible to meet. A manager refuses to close her restaurant after employees report a health code violation because it doesn't sound like a big deal to her. A production line employee violates new safety guidelines because she thinks they should be interpreted as suggestions, not rules.

What two skills are required for empathetic listening?

Ability to understand someone else's point of view Ability to understand how someone bills and to feel that way yourself

What three devices are useful when turning a sentence into a pneumonic memory aid?

Acronyms, rhymes, phrases

What are the two essential elements of being a good listener?

Actively making yourself listen Paying attention to what the speaker is trying to communicate

In what type of listening response does a listener reveal personal experiences and opinions to the person who is speaking?

Analyzing

If you're uncertain whether or not you understand a speaker, what is the best way to check your understanding?

Ask questions that will prompt the speaker to verify the accuracy of your interpretation.

Speaking out of term during a conversation is normal and usually acceptable if it happens because the person wants to ____________.

Ask the speaker to clarify something Warn that something bad is about to occur Express support or enthusiasm

What two strategies improve empathic listening?

Be cautious about offering unsolicited advice. Listen without interrupting.

How might the vividness effect become a problem during informational listening?

By distorting the listener's perceptions By causing the listener to pay less attention to less vivid presentations

How might the vividness affect become a problem during informational listening?

By distorting the listener's perceptions By causing the listener to pay less attention to less vivid presentations.

Which behaviors are barriers to effective listening?

Competitive interrupting Pseudolistening Selective attention

The tendency to pay attention only to information that supports our values and beliefs, while discounting or ignoring information that doesn't, is called the _______________ bias.

Confirmation

What type of phrases identify the emotions a person is experiencing and encourage further discussion of them?

Continuer statements

Which of the following is the best definition of listening?

Creating meaning from words another person is saying

Although she never attended business school, Megan has been operating a small, highly successful business, a pet grooming service, for many years. She knows a great deal about dogs and customer service but not much about standard business practices. In a broad sense, what qualities does Megan have as a business manager?

Credibility Reliability Experience

Why is the HURIER model of listening named HURIER?

Each letter in the name stands for the first letter of a listening stage.

Julio and a couple of friends like to get together to sing and play musical instruments. They are surprised when Julio's cousin proposes that they should organize themselves into a band, include her as their lead singer and manager, and go on tour. How should they use critical listening skills as she explains her plan?

Evaluate the plan to see if it makes sense. Consider the quality of the evidence. Set aside their personal feelings about her.

Listeners judge a speaker's believability and intentions during what stage in the HURIER model of listening?

Evaluating

What elements are part of the HURIER model of effective listening?

Evaluating Remembering Responding Interpreting

From the perspective of a critical listener, which qualities would increase a speaker's credibility?

Expertise and experience

During the evaluation step in the HURIER model of listening, the listener is judging what elements of the speaker's statements?

Fact versus opinions Truth and accuracy Believability and intentions

What problems can happen because of glazing over?

Failing to hear important information Listening less critically to what is being said Giving the false impression of being inattentive or dismissive

What is the best way to avoid being swayed by the vividness effect?

Focus on the substance of what is being said.

What is the best way to listen effectively despite physical or psychological distractions?

Focus your attention on the speaker and listen intently.

Which of the following are common reasons people hear words but fail to listen effectively to them?

Hearing multiple voices simultaneously Lack of interest in what the person is saying Feeling physically or mentally tired

If co-workers have conflicting views on an issue and are definitely not going to change their minds, what is the best way to maintain a positive working relationship?

Help them agree to disagree.

After hearing his friend talk enthusiastically about an expensive nutritional supplement that he says improved his health, Jerry is about to purchase the product. Then he discovers that the product is made by a company that was founded only two years ago by his friend's brother, and his friend receives a commission from every product he sells. Why does Jerry suddenly feel skeptical?

His friend's testimony is biased.

Mary Ann starts her day with an early news program on television, listens to the radio on the way to work, reads emails and numerous other items at work, watches television again in the evening, and sees hundreds of advertisements throughout the day. When her husband talks to her during dinner, her mind is so busy that she sometimes hears only a fraction of what he is saying. Mary Ann is experiencing ______________.

Information overload

When someone is experiencing a serious emotional crisis, why is it sometimes unwise to respond by giving advice or telling stories about upsetting things that have happened to you in the past?

It can seem insensitive.

Why is pseudolistening a problematic behavior?

It may offend the speaker. It can be unethical in some situations. It interferes with effective listening.

What problems arise from being close-minded?

It prevents a person from learning from others. It prevents a person from teaching others. It alienates people.

Which of the following are types of language that interfere with listener comprehension?

Jargon Technical terminology Foreign terms

The confirmation bias interferes with effective listening because it tends to cause people to do which of the following?

Listen mostly to those with whom they already agree. Ignore evidence that their beliefs might be inaccurate. Form opinions without considering all sides of the issue.

Responding to an advertisement that claims a skin cream will "visibly reduce the appearance of wrinkle," Emily buys the product. She expects it to eliminate wrinkles but finds that it only makes them appear a little less obvious. As soon as she stops using it, her skin looks just as wrinkled as it did before. What listening skill should Emily have used?

Noticing what is and is not actually being said

What is the most active feedback strategy a listener can use when responding to a speaker?

Offering advice

What two qualities describe an empathic listener?

Open-minded Nonjudgmental

What is probably the most effective way to tell whether you have understood what someone has said?

Paraphrasing during the conversation

In the HURIER model, what two steps are involved in assigning meaning to what someone has said?

Pay attention to verbal and nonverbal cues. Signal your interpretation to the speaker.

How is glazing over different from pseudolistening?

People who are glazing over are actually listening, whereas people who are pseudolistening are not.

Because Kyle feels that his manager talks far too much, he has fallen into the habit of pretending to listen to her while actually ignoring half of what she says. What is Kyle's behavior called?

Pseudolistening

Pretending to pay attention when someone is talking, even though you're not really listening, is called _________.

Pseudolistening

In terms of effective listening, what does skepticism mean?

Questioning whether a claim is supported by evidence Investigating to see if statements are valid

Which of the following should people accused of being close-minded do?

Realize that they might be wrong. Remain open to persuasion. Consider evidence and logic that contradict their beliefs.

During an office Christmas party, Alice was introduced to her new supervisor. Five minutes later she realized she had forgotten the supervisor's name. She has failed the ___________ stage of the HURIER model of effective listening.

Remembering

Listening only to what you want to hear and ignoring the rest is called ___________ attention.

Selective

In the HURIER model, what two steps are involved in assigning meaning to what someone has said?

Signal your interpretation to the speaker. Pay attention to verbal and nonverbal cues.

Which of the following individuals has the greatest difficulty in the first stage of listening effectively?

Someone with a hearing impairment

What two techniques are most helpful for remembering what someone is saying?

Take notes. Use mnemonics.

Which situations involve informational listening ?

Taking notes during a lecture at college Listening to a news report on the radio Following a tour guide who is explaining the exhibits in a museum

Why is it often difficult to listen effectively in a modern society where everyone has access to television, the Internet, newspapers, and other media?

The mind becomes overwhelmed by too much information.

Byron is trying to persuade a customer to buy a used car. The customer is resisting the sales pitch. Byron is so busy thinking of responses to the customer's objections that he fails to hear the customer say that she doesn't actually have the money to pay for the car. Byron wastes an hour arguing with her before she finally leaves. What was Byron's basic problem in the situation?

The rebuttal tendency

Why should a critical listener be skeptical of claims made by a speaker who has a special interest in the issue that is being considered?

The speaker's credibility is questionable.

What do empathic listeners convey with continuer statements?

They understand the other person's feelings.

Why do people engage in competitive interrupting during a conversation?

To ensure that they get to speak more than the other person does To take control of the conversation To make sure their ideas and perspectives will be given priority

Sam is trying to discuss the latest sales figures with Maya, but his telephone keeps ringing, a co-worker in the next cubicle is talking loudly with someone, and annoying music is playing throughout the office. Which of the following are effective strategies Sam can use to cope with the noise?

Turn off the phone and ask the co-worker to speak softly. Identify the distractions in order to ignore them and focus on what Maya says. Reschedule the conversation.

When does glazing over happen?

When the listener is thinking faster than the speaker is talking

People who value organization and precision and are frustrated if the speakers presentation is not concise and free of errors have a(n) ____________-oriented style of listening.

action

Listening to a music concert or comedian on stage involves what type of listening?

appreciative

Speaking out of turn during a conversation is normal and usually acceptable if it happens because the person wants to ___________.

ask the speaker to clarify something warn that something bad is about to occur express support or enthusiasm

The tendency not to listen to something with which we disagree is called _________.

closed-mindedness

The tendency not to listen to something with which we disagree is called __________.

closed-mindedness

Using interruptions to control the conversation is called ____________ interrupting.

competitive

People who value intellectual challenges, pay attention to detail, and think things through have a(n) ___________-oriented style of listening.

content

When the goal is to evaluate or analyze what is being said, a person will use __________ listening.

critical

What is another term for glazing over?

daydreaming

Trying to identify with a speaker by understanding and experiencing what he or she thinks or feels is called ______ listening.

empathic

Your friend just lost his job and is calling to tell you about it which of the following is the most appropriate type of listening response?

empathizing

Sydney has just earned her mechanical engineering degree and is looking to get her first internship. Which of the following is she primarily trying to gain?

experience

Blake has been struggling to finish an online research project, but he keeps getting distracted and reading articles, dealing with pop-up ads, watching music videos, and checking his favorite pages on social media. What is Blakes problem?

information overload

During what type of listening is it especially important to be sure that you are aware of what is actually being said, instead of inferring something else?

informational

What type of listening is done primarily for the purpose of learning something?

informational

An audience hearing a sermon or motivational speech is engaged in what type of listening?

inspirational

In the HURIER model of listening, what is the process of assigning meaning to what someone said?

interpreting

According to a recent survey of employers, which of the following skills did employers rank as most important?

listening

Research supports the idea that college students spend more than half of the time they spend communicating engaged in what activity?

listening

Which of the following is most often ranked as a top communication skill in families and personal relationships?

listening

The state of being overwhelmed by the huge amount of information we take in every day is called information ______________.

overload

Clarifying a speaker's message by restating it in your own words is called

paraphrasing

People who focus on understanding what a speaker is thinking and feeling have a(n) _______________-oriented style of listening.

people

If there is even a slight chance that a fact or event is true, it is considered to be _____________.

possible

What is the last step in the HURIER model of effective listening?

responding

When Tiana tells her boyfriend about her financial worries, he tends to say very little and his face shows no expression. What listening response is the boyfriend using?

stonewalling

In terms of empathic listening, phrases that fail to acknowledge a speaker's emotions, shutting down his or her opportunity to express them, are called ________ statements.

terminator

People who focus on efficiency and want short conversations that do not ramble have a(n) ____________-oriented style of listening.

time

A speaker who has credibility can be considered to have what characteristics?

trustworthiness, reliability

According to one study, which doctors were most likely to use continuer statements when their cancer patients expressed sadness, fear, and anxiety?

younger female