Chapter 3. Listening

Which are examples of counterfeit questions?

"Why haven't you told me about this?" "Have you ever considered offering more money to get experienced people?"

A human resources 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?

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

Which statements about mindless listening are correct?

It is a kind of low-level mental processing. It frees our minds to focus on messages that require careful attention.

Which of the following statements best summarize the results of a study in which business executives were asked which skills were most important on the job?

Listening was considered the most important skill.

The employee tells his supervisor, "I'm having trouble getting the paper I need. That's why I'm behind on the job." Which of the following is an example of a good paraphrase from the employer?

So to be clear, you're saying the company isn't shipping the paper you need?

Critical listeners can frustrate others, who may think that they nitpick everything others say.

True

Understanding comes from translating the speaker's thoughts into your own language and then playing them back to ensure their accuracy.

True

Analytical listening is particularly important to ombuds personnel.

True Analytical listening is particularly important to the ombuds personnel, as they must carefully consider all of the information they receive about the complaint before making a recommendation.

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

Questions that are really disguised forms of advice or subtle traps are called Blank______ questions.

counterfeit

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

A key component of listening to evaluate is identifying the Blank______ that supports the speaker's statements.

evidence

The two levels of analysis involved in listening to evaluate are

evidence and emotion

In sales, talking is more effective than silence.

false

True or false: When meeting with prospective clients for the first time, it is best to present your sales pitch first and then ask them what they require.

false

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

Khalid is in a meeting with his supervisor to discuss Khalid's most important client. Khalid says, "The client frequently requests last-minute changes, and I always accommodate her, even if it means taking on the work myself and working nights and weekends. I'm happy to do this, but the client often changes her mind and decides to go with the original plan." Khalid's supervisor says, "It sounds as if your client does not always have a clear vision, and this is frustrating for you." Khalid's supervisor is paraphrasing

feeling

To be a mindful listener, you should do which of the following?

have a clear goal in a given situation

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

It can be difficult to try to understand another person's ideas before judging him or her when you

hold strong opinions on the matter

According to former Chrysler chairman Lee lacocca,listening well is

important for motivating employees

Effective listening skills are very important in business because they can

improve productivity and organizational effectiveness

Which of the following prevents people from listening to understand?

mentally arguing with the speaker focusing on other tasks daydreaming

Paraphrasing intent helps a receiver understand the Blank______ a speaker's statement

reasons behind

Paraphrasing intent helps a receiver understand the ________ a speakers statement

reasons behind

One of the keystones of listening to understand is

withholding judgment until you understand the message

Which tactic helped Coach Rick Pitino recruit Tony Delk to the University of Kentucky basketball team?

He asked sincere questions and listened to the answers.

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

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

When meeting with customers, you should listen Blank______ percent of the time and talk the other Blank______ percent.

80;20

Which statements about effective listening are correct?

Listening is just as demanding and important an activity as speaking. Listening occurs more often than speaking.

Which statement explains why Coach Rick Pitino failed in his efforts to recruit a prospective player to the University of Kentucky basketball team?

Coach Pitino focused on talking about the university's program rather than listening to what concerned the recruit.

It's very rare for paraphrasing to reveal additional information for a message that seemed perfectly clear.

False

Listening effectively is a natural ability

False

Paraphrasing to determine emotion is really necessary only in romantic relationships.

False

Repeating what the other person said is an example of effective paraphrasing.

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

Questions clarify what a speaker just said.

False Questions ask for additional information. A paraphrase seeks to clarify what a speaker just said.

While it's good to listen to understand, it isn't good to listen critically to evaluate the message.

False You can either listen to understand, or you can listen critically to evaluate what is said. Either goal is appropriate.

Emotional reactions are never a valid basis for action.

False, & they should be considered logically first

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

______ is one of the best ways to keep high touch in your organization.

Listening

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 statement best summarizes the ideas of management expert Peter Drucker regarding communication?

The sender and the recipient are both responsible in reaching an understanding.

A project manager tells her supervisor, "We are not going to make next week's deadline." The supervisor responds, "You're not going to make next week's deadline?" The project manager replies, "That's correct." Which of the following statements best describes the supervisor's understanding of the problem?

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

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 are true of task-oriented listeners?

They are often impatient. They are generally not good at responding empathetically. They keep things moving in a fast-paced listening environment.

Which are characteristics of critical listeners?

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

Which statements are true of a speaker's nonverbal cues?

They may reveal more than the speaker's words. They can be especially useful in figuring out the speaker's feelings.

Which of the following statements is true of analytical listeners

They thoroughly consider all perspectives before coming to a conclusion

Which statement 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

Some coworkers consider Susan to be impatient and slightly aggressive, while others find her to be efficient and good at time management. Which type of listener is Susan most likely to be?

a task-oriented listener

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

Management expert Tom Peters has noted that he greatly admired his first boss because the man was not afraid to ask

basic questions

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

be considered logically

Paraphrasing intent

can help you understand what people really mean

Misunderstandings and other listening failures are __________ in business situations

common and costly

The most basic form of paraphrasing plays back the receiver's understanding of the explicit message and is a paraphrase of the Blank______ of a message.

content

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 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 Blank______ of the speaker's message.

intent

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

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

Which are goals of mindful listening?

listening to understand the other person listening critically to evaluate the message

Self-centered listeners are rated Blank______ on social attractiveness than communicators who are open to other's ideas.

lower

Which are psychological barriers to effective listening?

message overload preoccupation egocentrism

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

mindless

Which are effective ways to manage environmental barriers to hearing and processing messages?

moving to a more quiet location silencing your cell phone

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

The act of restating a speaker's ideas in your own words to make sure that you correctly understand the ideas and to show the other person that you do is called

paraphrasing

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

passive

A sincere desire to seek clarification can

pay dividends

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

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

relational

Which type of listeners is best able to paraphrase a speaker's feelings?

relational

Wendy asks Matteas, "Can I call you back when my phone is getting better reception?" She is

removing an environmental barrier

Sometimes listeners must also

speak

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

task

An office manager tells the company president, "I'm having trouble getting the copier fixed. That's 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 office manager replies, "Yes." The company president's paraphrasing was ineffective because

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

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 is a goal of paraphrasing?

to understand the message and ensure accuracy

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

ultrasonic

Which are examples of environmental barriers to effective listening?

uncomfortable office chairs loud traffic outside an open window incoming text messages

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

validate

After you paraphrase a speaker's statement, you should ask the speaker to

verify or clarify your paraphrase