Question 1

When you use phrases such as, "You're wrong" or "I disagree," the communication roadblock is called judging or criticizing.

Accepted Answer

A) True 
 B)False

Question 2

Seeking to understand the other person's position without personally getting emotionally involved means to practice

Accepted Answer

A)  active listening. 
B)  selective listening. 
C)  empathy. 
D)  none of the above. 
A)  active listening. 
B)  selective listening. 
C)  empathy. 
D)  none of the above.

Question 3

Most people have difficulty listening effectively when

Accepted Answer

A)  dealing with conflict or emotionally charged people. 
B)  criticism is being directed at them. 
C)  they are feeling anxious, fearful, or angry. 
D)  all of the above. 
A)  dealing with conflict or emotionally charged people. 
B)  criticism is being directed at them. 
C)  they are feeling anxious, fearful, or angry. 
D)  all of the above.

Question 4

Hearing only what you want to hear and sorting out what's not important or of no interest to you is called

Accepted Answer

A)  active listening. 
B)  selective listening. 
C)  effective listening. 
D)  all of the above. 
A)  active listening. 
B)  selective listening. 
C)  effective listening. 
D)  all of the above.

Question 5

Level 1 listeners view listening as an opportunity to gather new and useful information.

Accepted Answer

A) True 
 B)False

When you use phrases such as, "You're wrong" or "I disagree," the communication roadblock is called judging or criticizing.

Seeking to understand the other person's position without personally getting emotionally involved means to practice

Most people have difficulty listening effectively when

Hearing only what you want to hear and sorting out what's not important or of no interest to you is called

Level 1 listeners view listening as an opportunity to gather new and useful information.

What Is Customer Service

The Global Customer

Exceptional Customer Service

Customer Service Strategy

Critical Workplace Skills

Problem Solving

Extreme Customers and Customer Retention

Managing Customer Service

Communication Essentials

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters

Exam 10: Customer-Focused Listening

When you use phrases such as, "You're wrong" or "I disagree," the communication roadblock is called judging or criticizing.

Seeking to understand the other person's position without personally getting emotionally involved means to practice

Most people have difficulty listening effectively when

Hearing only what you want to hear and sorting out what's not important or of no interest to you is called

Level 1 listeners view listening as an opportunity to gather new and useful information.

What Is Customer Service

The Global Customer

Exceptional Customer Service

Customer Service Strategy

Critical Workplace Skills

Problem Solving

Extreme Customers and Customer Retention

Managing Customer Service

Communication Essentials

Nonverbal Communication, Dress, and Manners

Telephone and Digital Communication

Filters