Communicating At Work 12Th Edition By Ronald Adler – Test Bank

 

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Sample Test

Communicating at Work, 12e (Adler)

Chapter 3   Listening

 

1) Listening skills contribute to career success in all of the following aspects EXCEPT

1.   A) your effectiveness in an organization.

2.   B) your upward mobility.

3.   C) your productivity.

4.   D) Effective listening skills contribute to all of these.

 

Answer:  D

Explanation:  Listening ranks as the top skill needed by business executives.

Topic:  The Importance of Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

2) A survey of 1,000 executives ranked ________ as the top skill of an ideal manager.

1.   A) listening

2.   B) conflict resolution

3.   C) writing

4.   D) public speaking

 

Answer:  A

Explanation:  Listening ranks first as the ideal manager’s skill.

Topic:  Listening at Work; The Importance of Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

3) According to Peter Drucker, a management expert, effective communication is

1.   A) the responsibility of the receiver.

2.   B) the responsibility of the sender.

3.   C) a burden that is not worth your time.

4.   D) wasted if the receiver does not listen well.

 

Answer:  D

Explanation:  The receiver is just as responsible as the sender for effective communication.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

4) Active listening occurs whenever

1.   A) you are truly interested in what someone else has to say.

2.   B) a speaker specifically asks people to listen closely to what he or she is saying.

3.   C) you are attentive to the verbal and nonverbal information being shared by a speaker.

4.   D) your environment is quiet enough that you can perceive what someone is saying.

 

Answer:  C

Explanation:  Active listening occurs when you are attentive to a speaker’s verbal and nonverbal message.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

5) When Pierre doesn’t understand his supervisor’s instructions, he blames his boss for not making the instructions clear. Pierre’s belief that effective communication is always the sender’s responsibility is an example of which of the following barriers to effective listening?

1.   A) physiological

2.   B) false assumption

3.   C) sociocultural differences

4.   D) lack of training

 

Answer:  B

Explanation:  The belief that effective communication is always the sender’s responsibility is a false assumption that interferes with listening.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

6) Adam believes that he is a good listener because he does not interrupt others. However, Adam does not paraphrase or ask clarifying questions of the speaker, and he does not attend to the speaker’s nonverbal cues. Adam is mistakenly assuming that

1.   A) effective communication is the listener’s responsibility.

2.   B) listening is a passive process.

3.   C) talking has more advantages than listening.

4.   D) the communication model is accurate.

 

Answer:  B

Explanation:  Effective listening is an active, demanding process, not a passive process.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

7) Which of the following is a common but false assumption about listening?

1.   A) The sender and the receive share responsibility for making their communication effective.

2.   B) Listening is an active process.

3.   C) As a work skill, listening is just as important as talking.

4.   D) Listening is a natural ability that almost everyone possesses.

 

Answer:  D

Explanation:  Listening is a learned skill, not an ability we are born with.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

8) Chetna’s mind wanders when her supervisor is talking to her. She does not paraphrase or ask clarifying questions, and she does not attend to her supervisor’s nonverbal cues. Which of the following assumptions would help Chetna improve her listening?

1.   A) Communication is the sender’s responsibility.

2.   B) Effective listening is an active process.

3.   C) Talking has more advantages than listening.

4.   D) Listening is a mindless activity.

 

Answer:  B

Explanation:  Effective listening is an active, demanding process, not a passive process. Listening includes observing nonverbals, asking for clarification, paraphrasing for understanding, and taking notes when possible.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

9) Conversational partners are typically able to interpret ________ percent of each other’s remarks accurately.

1.   A) 25 to 50

2.   B) 10 to 20

3.   C) about 75

4.   D) 50 to 70

 

Answer:  A

Explanation:  Conversational partners are typically only 25 percent to 50 percent accurate in interpreting the meaning of each other’s words.

Topic:  Barriers to Effective Listening

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

10) Rhonda received a voice message marked “urgent,” but due to the poor quality of her phone’s speakers, she was not able to understand the message. Which barrier to listening does this problem represent?

1.   A) environmental barrier

2.   B) physiological barrier

3.   C) message overload

4.   D) preoccupation

 

Answer:  A

Explanation:  A poor quality telephone speaker is an example of an environmental barrier.

Topic:  Environmental Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

11) Rafael is taking an online communication class this semester. Today, he is frustrated because the server is down and he cannot complete the quiz on listening that is due by 5:00 P.M. Which barrier to effective listening does this situation illustrate?

1.   A) rapid thought

2.   B) fear of appearing ignorant

3.   C) message overload

4.   D) environmental barrier

 

Answer:  D

Explanation:  A faulty server is an example of an environmental barrier.

Topic:  Environmental Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

12) All of the following can help reduce environmental distractions EXCEPT

1.   A) choosing a more reliable communication channel.

2.   B) eliminating distractions.

3.   C) moving to a less disruptive location.

4.   D) focusing on annoyances.

 

Answer:  D

Explanation:  Focusing on annoyances will not help you to deal with environmental barriers.

Topic:  Environmental Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

13) Robert was listening to the instructions provided by his boss. However, it was difficult to hear each step because Caitlin and Josh were engaged in a discussion close by. Which barrier to effective listening was hindering Robert’s ability to listen to his boss?

1.   A) environmental

2.   B) attitudinal barrier

3.   C) egocentrism

4.   D) physiological barriers

 

Answer:  A

Explanation:  Environmental distractions, such as a nearby conversation, can make listening difficult.

Topic:  Environmental Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

14) Samar has been having difficulty hearing what people are saying at the opposite end of the table, so he has decided to begin wearing a hearing aid to assist him during sales meetings. Which of the barriers to effective listening is reflected in Samar’s need for a hearing aid?

1.   A) physiological barrier

2.   B) environmental barrier

3.   C) psychological barrier

4.   D) faulty assumption

 

Answer:  A

Explanation:  A hearing problem is an example of a physiological barrier to listening.

Topic:  Physiological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

15) Having mental “spare time” while listening is the result of

1.   A) attention deficit hyperactivity disorder (ADHD).

2.   B) speech rates of 125 words per minute and thought rates of 500 words per minute.

3.   C) our inability to process information as quickly as a speaker can talk.

4.   D) the hectic pace of the business world today.

 

Answer:  B

Explanation:  Listeners process information more quickly than speakers can talk, so our minds may wander as we listen.

Topic:  Physiological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

16) The fact that a receiver can process information faster than a sender can speak affects which of the following barriers to effective listening?

1.   A) attitudinal

2.   B) sociocultural

3.   C) physiological

4.   D) environmental

 

Answer:  C

Explanation:  Rapid thought is a physiological barrier to listening.

Topic:  Physiological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

17) Katie is a supervisor for a calling center. She is experiencing a number of problems with her subordinates. They often bungle the instruction she provides, which results in additional work for her. After researching this problem, Katie determined that her instructions were being misinterpreted because she was giving instructions while the phones were ringing and the employees were filling out their time sheets. Which barrier to effective listening is the cause of Katie’s problem?

1.   A) message overload

2.   B) rapid thought

3.   C) egocentrism

4.   D) sociocultural differences

 

Answer:  A

Explanation:  Message overload can occur when we receive too much information at the same time.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

18) Courtney continuously checks her email and texts responses while sitting in her biology lecture. Not surprisingly, she has trouble understanding many of the concepts she’s supposed to be learning. Which type of barrier to effective listening does this represent?

1.   A) physiological barrier

2.   B) message overload

3.   C) ethnocentrism

4.   D) faulty assumption

 

Answer:  B

Explanation:  Continuously checking email while trying to do other tasks is an example of message overload (multitasking).

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

19) Most people can only really pay attention to ________ at a time.

1.   A) one complex message or two simple messages

2.   B) one or two message

3.   C) one message

4.   D) up to three simple messages

 

Answer:  C

Explanation:  Most people can only really pay attention to one message at a time.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

20) Jim is having problems listening to Diana’s directions for operating the new computer terminal because he is upset about his poor performance in his early morning presentation to the vice president. Which of the following barriers to listening does this scenario illustrate?

1.   A) message overload

2.   B) preoccupation

3.   C) rapid thought

4.   D) physical barriers

 

Answer:  B

Explanation:  Preoccupation with business or personal concerns can interfere with listening.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

21) Corey has lived in New York City all his life. His new coworker, Danielle, recently immigrated to the United States from Mali. She speaks English with an accent. As a consequence of this, Corey assumes that she is not very intelligent and that she does not understand him very well when he speaks to her. Corey is demonstrating

1.   A) ethnocentrism.

2.   B) egocentrism.

3.   C) preoccupation.

4.   D) poor multicommunication.

 

Answer:  A

Explanation:  Corey is being ethnocentric by assuming that people who speak with an accent are less intelligent and unable to understand him.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

22) Which of the following terms represents the belief that your ideas are more important than other people’s ideas?

1.   A) preoccupation

2.   B) false assumption

3.   C) egocentrism

4.   D) ignorance

 

Answer:  C

Explanation:  Egocentrism, the (usually false) belief that your ideas are more important than other people’s ideas, interferes with listening.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

23) Self-centered listeners

1.   A) receive low ratings for social attractiveness.

2.   B) are usually well-liked.

3.   C) readily learn valuable new information.

4.   D) are more likely to be promoted.

 

Answer:  A

Explanation:  Self-centered listeners tend to receive low ratings for social attractiveness.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

24) Which is true about seeking clarification?

1.   A) An effective employee should not ask questions.

2.   B) When we ask questions, we are showing our ignorance.

3.   C) Never ask a dumb question.

4.   D) Asking questions to seek clarification is a strategy that can pay dividends.

 

Answer:  D

Explanation:  It’s wise to ask questions when we need clarification.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

25) Researchers have found that gender and nationality have which of the following impacts on workplace listening?

1.   A) Indians are more attentive than Americans or Malaysians.

2.   B) Malaysian women are more attentive than American women.

3.   C) Americans are more attentive on average than Indians.

4.   D) Men are more likely to engage in distracted listening than women.

 

Answer:  D

Explanation:  Research has found that men are more likely to engage in distracted listening than women.

Topic:  Barriers to Effective Listening

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

26) The most effective listeners are

1.   A) flexible when it comes to their listening style.

2.   B) analytical and task-oriented listeners.

3.   C) those who have developed expertise in their preferred listening style.

4.   D) relational and critical listeners.

 

Answer:  A

Explanation:  The most effective listeners are those who are flexible about their listening styles.

Topic:  Listening Styles

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

27) Rodayne’s friends say he is an excellent communicator. His listening ability has helped him develop and maintain a number of positive relationships, and he is extremely sensitive to the feelings and ideas of others. Which listening style preference do Rodayne’s actions illustrate?

1.   A) relational

2.   B) analytical

3.   C) task-oriented

4.   D) critical

 

Answer:  A

Explanation:  Relational listeners are more interested in understanding what others have to say than in evaluating them.

Topic:  Relational Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

28) People who use which of the following listening styles are most at risk of failing to assess the quality of the information others are giving to them?

1.   A) task-oriented

2.   B) analytical

3.   C) critical

4.   D) relational

 

Answer:  D

Explanation:  Relational listeners run a risk of getting too caught up in being congenial and supportive to assess the quality of the information they receive.

Topic:  Relational Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

29) Dakota acts as the summarizer in her work team. After a proposal has been discussed for a few minutes, she summarizes the idea and then asks if the team is ready to move forward in implementing the proposal. She keeps the group on track, but she tends to gloss over any looks of concern or puzzlement. Dakota’s listening behavior represents the ________ style of listening.

1.   A) relational

2.   B) analytical

3.   C) task-oriented

4.   D) critical

 

Answer:  C

Explanation:  Task-oriented listeners focus on the task at hand and try to keep the discussion moving toward a goal.

Topic:  Task-Oriented Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

30) What listening style is particularly well-suited to people working in a company’s ombuds department?

1.   A) critical

2.   B) task-oriented

3.   C) analytical

4.   D) relational

 

Answer:  C

Explanation:  The staff of an ombud department needs to carefully consider all of the information available related to the complaints that they receive. An analytical style is appropriate for this task.

Topic:  Analytical Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

31) Hiro takes pleasure in exploring ideas during meetings. He likes to discuss an idea thoroughly, being sure that all the pros and cons have been systematically considered. Only after much debate is he willing to decide on a course of action. Hiro is demonstrating the ________ style of listening.

1.   A) relational

2.   B) analytical

3.   C) task-oriented

4.   D) critical

 

Answer:  B

Explanation:  Analytical listeners probe issues thoroughly from a variety of perspectives.

Topic:  Analytical Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

32) If you find it difficult to listen patiently when you believe that people are not efficient or are not promptly getting to the point during conversations, which listening style preference would you be using?

1.   A) relational

2.   B) analytical

3.   C) task-oriented

4.   D) critical

 

Answer:  C

Explanation:  Task-oriented listeners are concerned with efficiency and become impatient if they perceive that others are wasting time.

Topic:  Task-Oriented Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

33) Monika pays especially close attention to the accuracy and consistency of people’s messages. She tries to always consider the quality of a message before she decides if she believes it. Monika’s primary listening style is ________ listening.

1.   A) relational

2.   B) critical

3.   C) task-oriented

4.   D) analytical

 

Answer:  B

Explanation:  Critical listeners evaluate messages for their quality, with focus on whether they are accurate and consistent.

Topic:  Critical Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

34) Mindless listening

1.   A) should be avoided at all costs.

2.   B) is a useful strategy when we need to tune out distractions that are not worthy of careful attention.

3.   C) involves attending carefully to the message.

4.   D) takes up so much of our energy that we cannot focus on those messages that are most important to hear.

 

Answer:  B

Explanation:  Mindless listening can save our energy for more important tasks.

Topic:  Listening More Effectively

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

35) When you pay careful attention to the messages you receive and respond to them in a thoughtful way, you are engaged in ________ listening.

1.   A) critical

2.   B) mindful

3.   C) active

4.   D) analytical

 

Answer:  B

Explanation:  Mindful listening means paying careful attention to the messages you receive and responding to them in a thoughtful way.

Topic:  Listening More Effectively

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

36) Tyson’s instructor assigned him to listen to a political presentation on campus. In which order should Tyson complete the necessary mental tasks?

1.   A) listen, understand, evaluate

2.   B) listen, evaluate

3.   C) evaluate, formulate a response, listen

4.   D) understand, listen, evaluate

 

Answer:  A

Explanation:  Three steps in mindful listening are listening, understanding, and evaluating.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

37) Which of the following is a useful technique for improving the quality of your conversations?

1.   A) Speak only when it is truly necessary.

2.   B) Give advice in the form of questions.

3.   C) Do not hesitate to evaluate what others have to say.

4.   D) Ask original questions rather than paraphrasing what others have already said.

 

Answer:  A

Explanation:  Speaking only when it is truly necessary can limit how often you interrupt others and make you a better listener. You should avoid asking questions that are actually advice in disguise. Paraphrasing can be just as helpful as original questions. Evaluating what others are saying before you have given it enough thought to fully understand their meaning is a mistake.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

38) Which of the following is NOT a recommended technique for effective listening?

1.   A) When the sender pauses, seek clarification by restating his or her ideas in your own words.

2.   B) Be sure you understand the other person’s ideas very well before you begin to evaluate them.

3.   C) Give the speaker advice by asking leading questions such as, “Are you sure you have really tried every solution we talked about?”

4.   D) When you are listening, hold back from making a wealth of comments.

 

Answer:  C

Explanation:  Avoid using counterfeit questions that are actually hidden forms of advice.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

39) Questions that are actually disguised forms of giving advice are called ________ questions.

1.   A) sincere

2.   B) counterfeit

3.   C) unrealistic

4.   D) demanding

 

Answer:  B

Explanation:  Avoid using counterfeit questions that are actually hidden forms of advice.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

40) An example of a counterfeit question is

1.   A) “What’s your opinion?”

2.   B) “Can you tell me more?”

3.   C) “What do you want to do next?”

4.   D) “When do you plan to change to a higher-paying job?”

 

Answer:  D

Explanation:  Avoid using counterfeit questions that are actually hidden forms of advice.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

41) Which of the following is NOT a counterfeit question?

1.   A) “Are you telling me that you haven’t finished the report yet?”

2.   B) “Have you tried opening the emergency valve?”

3.   C) “What ideas do you have for improving our productivity?”

4.   D) “Wouldn’t it have been better if you had completed the research last week instead of leaving it until the last minute?”

 

Answer:  C

Explanation:  Effective listeners ask sincere questions for clarification.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

42) Paraphrasing means

1.   A) responding to a speaker nonverbally.

2.   B) restating, in your own words, what you think the speaker just said.

3.   C) mentally questioning the speaker’s intentions and arguments.

4.   D) repeating back to the speaker exactly what he or she said.

 

Answer:  B

Explanation:  Paraphrasing involves restating a speaker’s ideas in your own words, for clarification.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

43) Which of the following is a paraphrasing response?

1.   A) “Can you give me more details?”

2.   B) “I don’t understand. Would you go over that again?”

3.   C) “So you’re saying . . .” (repeat speaker’s words verbatim – exactly as the speaker said them)

4.   D) “In other words . . .” (restate your understanding of the speaker’s message using different words than the speaker’s)

 

Answer:  D

Explanation:  Paraphrasing involves restating a speaker’s ideas in your own words.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

44) Which of the following is NOT an aspect of an effective paraphrase?

1.   A) After you paraphrase, invite the speaker to tell you whether you have understood them accurately.

2.   B) After you paraphrase, invite the speaker to correct anything you have misunderstood.

3.   C) As a listener, spend most of your time mentally following the speaker’s ideas.

4.   D) As a listener, you should spend as much time paraphrasing and questioning as you do listening.

 

Answer:  D

Explanation:  Listeners should focus on listening; ration your comments wisely.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

45) A questioning response differs from a paraphrasing response because a questioning response

1.   A) seeks additional information.

2.   B) clarifies what the speaker said.

3.   C) includes hidden advice.

4.   D) is insincere.

 

Answer:  A

Explanation:  A questioning response seek additional information.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

46) If you paraphrased another person’s information to verify that you have accurately noted the facts, which type of paraphrasing technique would you be using?

1.   A) intent

2.   B) content

3.   C) structural

4.   D) feeling

 

Answer:  B

Explanation:  Paraphrasing content involves restating a speaker’s ideas in your own words to clarify the facts or instructions of the statement.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

47) In Darlene’s performance review, her supervisor pointed out that she frequently misunderstood the tasks and deadlines that had been assigned to her. The supervisor suggested that Darlene should restate, after each team meeting, what she understands her assignment to be. This strategy of rephrasing will give the supervisor a chance to correct any misconceptions. Which type of paraphrasing will Darlene be using?

1.   A) normal

2.   B) feeling

3.   C) content

4.   D) revision

 

Answer:  C

Explanation:  Paraphrasing content involves restating a speaker’s ideas in your own words to clarify the facts or instructions of the statement.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

48) Professor O’Malley tells his students that they are to submit a draft of their term paper during the fourth week of the semester. Gloria responds, “So, as I understand it, your main reason for collecting our drafts is so that you can see whether we have found enough valid references.” Which type of paraphrasing is Gloria using?

1.   A) parroting

2.   B) feeling

3.   C) confusion

4.   D) intent

 

Answer:  D

Explanation:  Paraphrasing intent involves restating a speaker’s ideas in your own words to clarify the reason for a statement or request.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

49) Imagine that you are an advertising agency executive meeting with a client to discuss a new campaign. The client says “We were thinking of a series of fast-paced, colorful videos with people dancing, or something like that.” Choose the option below that paraphrases the intent of the client’s message.

1.   A) “I agree that fast-paced, colorful videos are a good choice.”

2.   B) “It seems like you have a strong sense of how you want this campaign to look.”

3.   C) “It sounds like what is important to you is that the campaign be bold and exciting.”

4.   D) “In other words, you feel like the existing campaign is too boring.”

 

Answer:  C

Explanation:  “It sounds like what is important to you is that the campaign be bold and exciting” restates the client’s words in a way that invites the client to clarify the intent behind the original statement.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  automatic

50) After listening to his girlfriend’s complaints about her co-worker, Jeremy says, “It sounds like you’re really upset.” Jeremy is paraphrasing his girlfriend’s

1.   A) goals.

2.   B) feelings.

3.   C) content.

4.   D) intent.

 

Answer:  B

Explanation:  Paraphrasing feelings involves restating a speaker’s ideas in your own words to better understand the speaker’s emotions.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

51) Which of the following is NOT a recommended technique for effective listening?

1.   A) Avoid asking questions for clarification.

2.   B) Turn off your cell phone ringer while you are interacting with others face-to-face.

3.   C) Take notes to help you remember key points.

4.   D) Attend to the sender’s nonverbal cues.

 

Answer:  A

Explanation:  Effective listeners ask sincere questions for clarification.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

52) When you want insight into someone’s attitude, pay special attention to his or her

1.   A) questions.

2.   B) channel of communication.

3.   C) word choices.

4.   D) nonverbal cues.

 

Answer:  D

Explanation:  When you want insight into someone’s attitude, pay special attention to his or her nonverbal cues.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

53) James and his classmates complain that their instructor does not give clear instructions for their assignments. All of the following strategies could help these students EXCEPT

1.   A) favoring verbal cues over nonverbal cues.

2.   B) paraphrasing the instruction assignments.

3.   C) asking clarification questions.

4.   D) taking notes.

 

Answer:  A

Explanation:  Effective listeners pay attention to both verbal and nonverbal cues.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

54) Which of the following is NOT usually part of a telephone log?

1.   A) the date and time the call was placed

2.   B) unsuccessful attempts to contact the person

3.   C) key points you and the other speaker made

4.   D) context on what else was happening at work when you made the call

 

Answer:  D

Explanation:  A telephone log should include the date and time the call was placed, information on any unsuccessful attempts at contact, and notes on key points that you and the other person made. It does not typically feature context on what else was going on at work when you made the call.

Topic:  Listening to Evaluate

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

55) An effective evaluative listener will ask all of the following questions EXCEPT

1.   A) “Do these ideas reinforce my current beliefs?”

2.   B) “Do the examples represent the whole situation?”

3.   C) “Are there any important exceptions that the speaker hasn’t pointed out?”

4.   D) “Is the evidence true?”

 

Answer:  A

Explanation:  An evaluative listener focuses on analyzing evidence.

Topic:  Listening to Evaluate

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

56) To evaluate the quality of a message, you need to analyze it on the basis of

1.   A) objectivity and usefulness.

2.   B) evidence and emotion.

3.   C) sincerity and credibility.

4.   D) consistency and persuasiveness.

 

Answer:  B

Explanation:  To evaluate the quality of a message, you need to analyze it on the basis of evidence and emotion.

Topic:  Listening to Evaluate

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

57) Which of the following questions can help you to analyze the validity of a speaker’s evidence?

1.   A) What is the motive behind the speaker’s message?

2.   B) If the speaker is right, what are the implications?

3.   C) Are there any exceptions to the speaker’s point?

4.   D) How important is this issue to me?

 

Answer:  C

Explanation:  “Are there any exceptions to the speaker’s point?” gets at the validity of the speaker’s evidence. The other options, while potentially worthwhile questions to consider, do not reflect one way or another on whether or not the speaker’s message is valid.

Topic:  Listening to Evaluate

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  automatic

58) When you are listening to evaluate, which of the following factors should cause you to hesitate about accepting the speaker’s proposal?

1.   A) The speaker uses valid evidence.

2.   B) The speaker has good credentials concerning this topic.

3.   C) The speaker is emotionally involved with the topic he or she is trying to persuade you about.

4.   D) The speaker backs up his or her claims with several well-researched examples.

 

Answer:  C

Explanation:  An evaluative listener will refrain from being manipulated by emotional appeals that might obscure faulty logic.

Topic:  Listening to Evaluate

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

 

59) Which of the following will NOT help you be a better evaluative listener?

1.   A) Analyze the speaker’s supporting data.

2.   B) Avoid asking questions for clarification.

3.   C) Examine the speaker’s emotional appeals.

4.   D) Seek to thoroughly understand the speaker’s ideas before you start evaluating them.

 

Answer:  B

Explanation:  An evaluative listener will ask questions that seek clarification.

Topic:  Listening to Evaluate

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

60) Gina is the owner of a dry cleaner. Today, she attended a lunch meeting held by the local chamber of commerce, where a salesman gave a talk about liability insurance. Gina was not very interested in this topic, but she decided to keep an open mind. As it turned out, the salesman was a compelling speaker, and Gina was soon paying close attention. After presenting some statistics on liability insurance, the salesman told some stories about small business owners who were ruined when customers or employees suffered unfortunate accidents and there was no insurance to pay the damages. By the end of the meeting, Gina was so anxious that she decided to sign up for liability insurance right away, without stopping to calculate what its costs and benefits would be.

 

What listening error did Gina make in this example?

1.   A) failing to listen mindfully to the speaker’s message

2.   B) not examining the speaker’s emotional appeal

3.   C) withholding judgment about the speaker

4.   D) letting the fear of appearing ignorant affect her behavior

 

Answer:  B

Explanation:  Gina did not examine the speaker’s emotional appeal and made her decision based on her feelings without considering logical questions, such as the costs and benefits of the insurance.

Topic:  Listening to Evaluate

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

61) Imagine that you are the editor of a news website. You are looking to hire a new reporter. As part of the job, the new reporter will encounter a lot of people with interesting stories to tell, but some of those people are likely to be liars. It is important that the new reporter be good at considering the quality of what people are saying and determining whether they are accurate and consistent. What type of listening style should you be looking for in your new reporter?

1.   A) critical

2.   B) analytical

3.   C) task-oriented

4.   D) relational

 

Answer:  A

Explanation:  Critical listeners are skilled at evaluating whether or not messages are accurate and consistent.

Topic:  Critical Listening

Learning Objective:  03-05 Evaluate various listening approaches you could use in a specific situation and describe the best approach to accomplish your goals and enhance your career relationships with others.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

62) Sopheak is a team leader at a software development company. Today he is meeting with Vanya, the human resources director, to review the laws and company guidelines regarding hiring. Vanya has a lot of detailed information to share, information that Sopheak will need to remember as he hires people in the months to come. In a situation like this, which technique for effective listening is particularly useful?

1.   A) talking and interrupting less

2.   B) analyzing the evidence

3.   C) withholding judgment

4.   D) taking notes

 

Answer:  D

Explanation:  While all of these techniques can help Sopheak to be a more effective listener, taking notes is particularly important in situations where you are being presented with lots of detailed information that you will need to remember.

Topic:  Listening to Understand

Learning Objective:  03-05 Evaluate various listening approaches you could use in a specific situation and describe the best approach to accomplish your goals and enhance your career relationships with others.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

63) Imagine you work as a project manager for a bridge building company. The city has chosen your company to complete a new bridge to replace one that was built over 100 years ago and is much too small for the amount of traffic it is expected to handle. Your company bid on this project months ago, so you are happy to have been selected. However, you have just found out that the city has shortened the timeline for the bridge completion by several months. There is no time to waste, so you call a meeting to discuss the timeline with key members of your team, all of who are experienced at their jobs. During this meeting, which style of listening would best lend itself to helping you accomplish your goals?

1.   A) task-oriented listening

2.   B) analytical listening

3.   C) critical listening

4.   D) relational listening

 

Answer:  A

Explanation:  Task-oriented listening is useful when you are facing a deadline and need to focus on completing the task at hand.

Topic:  Task-Oriented Listening

Learning Objective:  03-05 Evaluate various listening approaches you could use in a specific situation and describe the best approach to accomplish your goals and enhance your career relationships with others.

Bloom’s:  Analyze

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

64) Imagine that you are part of a team of engineers designing a new computer. You have noticed that meetings have a tendency to run long, as you and the other engineers like to talk through every question in detail. However, a major deadline is coming up, and you worry that if meetings continue as they have in the past, you and your team are going to miss it. What listening style should you adopt going forward to help with this situation?

1.   A) task-oriented

2.   B) critical

3.   C) analytical

4.   D) relational

 

Answer:  A

Explanation:  A task-oriented listener focuses on efficiency.

Topic:  Task-Oriented Listening

Learning Objective:  03-05 Evaluate various listening approaches you could use in a specific situation and describe the best approach to accomplish your goals and enhance your career relationships with others.

Bloom’s:  Apply

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

65) Listening is one of the most important career skills you can develop.

 

Answer:  TRUE

Explanation:  Listening ranks first as the ideal manager’s skill.

Topic:  The Importance of Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

66) The responsibility for ensuring that a message is effectively understood falls mostly on the speaker, not on the listener.

 

Answer:  FALSE

Explanation:  The belief that effective communication is always the sender’s responsibility is a false assumption that interferes with listening.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

67) According to communication expert Susan Peterson, good listening is 80 percent to 90 percent of what makes a leader effective.

 

Answer:  TRUE

Explanation:  Listening is 80 percent to 90 percent of what makes a leader effective.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

68) It has been estimated that a salesperson can prevent about four minutes of dealing with objections for every minute he or she spends listening.

 

Answer:  TRUE

Explanation:  According to communication consultant Bill Acheson, sales personnel could save about four minutes of overcoming objections for each minute they spend listening.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

69) Most people do NOT need formal training in listening because listening is a natural ability.

 

Answer:  FALSE

Explanation:  Effective listening is not a natural ability; we need training to learn to listen well.

Topic:  Assumptions about Listening

Learning Objective:  03-01 Describe how effective listening can contribute to your career success, and how false assumptions about listening could impede your career.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

70) Conversational partners typically achieve 90 percent to 95 percent accuracy in interpreting each other’s remarks.

 

Answer:  FALSE

Explanation:  Conversational partners are typically only 25 percent to 50 percent accurate in interpreting the meaning of each other’s words.

Topic:  Barriers to Effective Listening

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

71) Impaired hearing is an example of an environmental barrier to listening.

 

Answer:  FALSE

Explanation:  Impaired hearing is an example of a physiological barrier to listening.

Topic:  Physiological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

72) Most listeners can process information at approximately 500 words per minute, four times faster than the average rate of speaking.

 

Answer:  TRUE

Explanation:  Most listeners can process information at approximately 500 words per minute, four times faster than the average rate of speaking.

Topic:  Physiological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

73) Multicommunicating reduces your ability to listen well.

 

Answer:  TRUE

Explanation:  Attempting to listen to too many stimuli at the same time reduces the effectiveness of our listening.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

74) One factor that contributes to ineffective listening is our tendency to think that our ideas are more valuable than the ideas of others.

 

Answer:  TRUE

Explanation:  Egocentrism, the (usually false) belief that your ideas are more important than other people’s ideas, interferes with listening.

Topic:  Psychological Barriers

Learning Objective:  03-02 Identify three major barriers to listening effectively, and outline strategies for overcoming each barrier.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

 

75) Relational listeners tend to judge people based on how well organized and concise their remarks are.

 

Answer:  FALSE

Explanation:  Relational listeners are more interested in understanding what others have to say than in evaluating them.

Topic:  Relational Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

76) Task-oriented listeners focus primarily on speakers’ emotional needs in order to help them.

 

Answer:  FALSE

Explanation:  Task-oriented listeners focus on the task at hand, not on feelings or lengthy exploration of various perspectives.

Topic:  Task-Oriented Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

77) Critical listeners can be valuable team players because they can point out possible errors that need to be corrected.

 

Answer:  TRUE

Explanation:  Critical listeners are valuable because they assess the quality of information.

Topic:  Critical Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

78) Of the four listening styles, the “task-oriented” style is the best to use in any business setting.

 

Answer:  FALSE

Explanation:  The best listening style to use depends on the needs of the situation.

Topic:  Task-Oriented Listening

Learning Objective:  03-03 Analyze your listening style(s), and explain how you might use this knowledge to understand others better.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

79) Mindful listeners are clear about their listening goals, and they apply the best style of listening for that goal.

 

Answer:  TRUE

Explanation:  One important step toward mindful listening is to be clear about your goal.

Topic:  Listening More Effectively

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic

 

80) According to the 20/80 rule, sales personnel should spend the first 20 percent of a sales appointment listening to the customer and the last 80 percent of the time explaining the benefits of the product.

 

Answer:  FALSE

Explanation:  The 20/80 rule exhorts us that 20 percent of your customers account for 80 percent of your business; similarly, aim to listen 80 percent of the time and talk 20 percent of the time when you are with a new customer.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Remember

Accessibility:  Keyboard Navigation

Gradable:  automatic

81) Questioning usually is NOT a good technique for helping a speaker who comes to you with a problem, since questions tend to increase confusion.

 

Answer:  FALSE

Explanation:  Effective listeners ask sincere questions for clarification.

Topic:  Listening to Understand

Learning Objective:  03-04 Apply the six guidelines for listening to understand and be able to create appropriate paraphrasing responses in given situations; apply the guidelines with regard to the evidence and appeals when listening to evaluate.

Bloom’s:  Understand

Accessibility:  Keyboard Navigation

Gradable:  automatic