Effective Listening

JR is about to announce some exciting news, and he is not sure which tone to use in his delivery. Which general practice would you tell him to follow when working on his tone?

• Keep your tone upbeat if the message is negative

• Keep your tone upbeat if the message is positive

• Be informal if the message is critical

• Be empathetic if the message is not serious

Answer explanation

This is a good practice for JR to follow in order to keep his tone aligned with the emotional meaning of the message.

Mickale is taking notes at a presentation on finances and marketing. Since he is in a learning mode, what type of notes should he take so he is not overwhelmed with information overload?

• notes including all dates the speaker mentions

• notes about general principles

• notes including as many details as possible.

Answer explanation

This is the best approach for Mickale, since he is learning and is not being asked to act on the information later

What is an appropriate way to respond to a speaker to demonstrate that you have been listening effectively?

• Provide advice.

• Explain why the speaker is incorrect if any of the shared information was inaccurate

• Paraphrase the speaker's content and emotion

• Share a similar situation that happened to you (giving an autobiographical response)

Answer explanation

By paraphrasing both the content and emotion of the speaker's message, you are demonstrating that you listened effectively

You need help from a coworker, but as soon as you start speaking, you notice the coworker keeps multitasking. Which result would likely occur in this scenario?

• an increase in confidence

• an improvement in productivity

• a loss of trust

• an improvement in efficiency

Answer explanation

Multitasking is a distraction, and it causes trust to deteriorate if one person is not listening

You are listening to a speaker who constantly uses filler words, such as "um" and "like." What technique helps you remain focused on the content of the message?

• Mentally paraphrase what the speaker is saying every few minutes

• Count the number of fillers the speaker uses while trying to listen to the message

• Tell the person that they need to stop using fillers because it is distracting

• Wait for the PowerPoint presentation to get emailed later.

Answer explanation

If you test yourself by trying to paraphrase the speaker's content into a message you could convey to someone else, it will help to ensure that you are focusing on the content of the message and not the delivery

Jamie is at an international conference assisting in the speakers' hospitality suite. She is not sure how to use facial expressions as a nonverbal listening response. What advice would you give her?

• Keep your smile at around 20 percent

• Stare at the speaker

• Smile once in the beginning

Answer explanation

A slight smile demonstrates attentiveness and openness, so this is a good practice for Jamie to follow with a diversified audience

What is an advantage of paraphrasing?

• The original meaning of a message can be changed

• The speaker will know you can repeat words

• You will be able to verify your understanding

• You will be able to focus on the details

Answer explanation

Paraphrasing allows you to validate your understanding of what is said, and focus on the primary meaning

How does allowing silence make you a more effective listener?

• Silence forces the speaker to talk more quickly, which will allow you to be more productive

• Silence (verbal and nonverbal stillness) conveys that you are focused completely on the speaker and communicates respect

• Being verbally silent creates an excuse to fidget or sway while listening

• Silence allows you to think deeply about the speaker's words

Answer explanation

Allowing for both physical and verbal stillness communicates to a speaker that you are actively engaged and listening

What is considered a positive listening behavior?

• distraction by delivery

• mental filters

• honoring silence

• multitasking

Answer explanation

This is considered one of five listening behaviors that could favorably impact the conversation and interaction with another individual

Which listening behavior can help build rapport and cohesion with the speaker?

• honoring silence

• slight mirroring

• all of these answers

• matching emotion

Answer explanation

In most scenarios, slight mirroring of postures and gestures, matching levels of emotions and not trying to fill in silence serves as an indirect way of conveying your interest to the speaker.