Deck 3: Listening

Question 1

Listening skill contributes to career success in all of the following aspects EXCEPT

A) your effectiveness in an organization
B) your upward mobility
C) your productivity
D) Effective listening skills contribute to all of these.

Answer 1

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

Question 2

Dennis Hastert,former Speaker of the U.S.House of Representatives claimed,"They call me the Speaker,but they ought to call me the __________."

A) Listener
B) Moderator
C) Facilitator
D) Master of Ceremonies

Answer 2

A
Explanation: Listening is a vitally important skill.

Question 3

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

A) attitudinal
B) sociocultural
C) physiological
D) environmental

Answer 3

C
Explanation: Rapid thought is a physiological barrier to listening.

Question 4

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

A) the responsibility of the receiver.
B) the responsibility of the sender.
C) a burden that isn't worth your time.
D) wasted if the receiver doesn't listen well.

Question 5

Forty-eight hours after listening to a 10-minute presentation,the typical listener can recall ______ of the information presented.

A) 10%
B) 25%
C) 50%
D) 75%

Question 6

Having mental "spare time" while listening is the result of

A) attention deficit hyperactivity disorder (ADHD).
B) speech rates of 125 words per minute and thought rates of 500 words per minute.
C) our inability to process information as quickly as a speaker can talk.
D) the hectic pace of the business place today.

Question 7

A survey of 1000 executives ranked _____________ at the top,as the ideal manager's skill.

A) listening
B) conflict resolution
C) writing
D) public speaking

Question 8

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 is hindering Robert's ability to listen to his boss?

A) environmental
B) attitudinal barrier
C) egocentrism
D) physiological barriers

Question 9

Samar has been having difficulty hearing what people are saying at the opposite end of the table,so he's 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?

A) physiological barrier
B) environmental barrier
C) attitudinal barrier
D) faulty assumption

Question 10

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?

A) physiological barrier
B) message overload
C) ethnocentrism
D) faulty assumption

Question 11

Rhonda received a voice message marked "urgent," but due to the poor quality of her phones' speakers,she was not able to understand the message.Which barrier to listening does this problem represent?

A) communication channel barrier
B) attitudinal barrier
C) message overload
D) preoccupation

Question 12

The Platinum Rule admonishes us to

A) listen to every concern of every coworker.
B) ask questions frequently.
C) treat others the way they would like to be treated.
D) treat others the way we would like to be treated.

Question 13

Which of the following are common results of listening mistakes?

A) Profits suffer.
B) Shipments must be rerouted.
C) Letters must be rewritten.
D) All of these are often the result of listening mistakes.

Question 14

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?

A) message overload
B) preoccupation
C) rapid thought
D) physical barriers

Question 15

Conversational partners are typically able to interpret _____ of each other's remarks accurately.

A) 25 to 50%
B) 10 to 20%
C) about 75%
D) 50 to 70%

Question 16

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 the reason her instructions were being misinterpreted is that she is giving instructions while the phones are ringing and the employees are filling out their time sheets.Which barrier to effective listening is the cause of Katie's problem?

A) message overload
B) rapid thought
C) egocentrism
D) sociocultural differences

Question 17

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

A) rapid thought
B) fear of appearing ignorant
C) message overload
D) environmental barrier

Question 18

All of the following can help reduce environmental distractions EXCEPT

A) choosing a more reliable communication channel
B) eliminating distractions
C) moving to a less disruptive location
D) focusing on annoyances

Question 19

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?

A) physiological
B) false assumption
C) sociocultural differences
D) lack of training

Question 20

Adam believes that he is a good listener because he doesn't interrupt others.However,Adam doesn't paraphrase or ask clarifying questions of the speaker,and he doesn't attend to the speaker's nonverbal cues.Adam is mistakenly assuming that

A) effective communication is the listener's responsibility.
B) listening is a passive process.
C) talking has more advantages than listening.
D) the communication model is accurate.

Question 21

Which of the following statements about gender differences in listening is true?

A) In the workplace, men and women are listened to with an equal amount of attention.
B) In most cases, women are better listeners than men are.
C) Men use vocalizers such as "uh-huh" to signal they are paying attention to the speaker.
D) Women tend to listen to the feelings behind a message, while men tend to listen to the content of a message.

Question 22

Paraphrasing means

A) responding to a speaker nonverbally.
B) restating, in your own words, what you think the speaker just said.
C) mentally questioning the speaker's intentions and arguments.
D) repeating back to the speaker exactly what he or she said.

Question 23

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?

A) relational
B) analytical
C) task-oriented
D) critical

Question 24

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?

A) relational
B) analytical
C) task-oriented
D) critical

Question 25

Which of the following is NOT a counterfeit question?

A) "Are you telling me that you haven't finished the report yet?"
B) "Have you tried opening the emergency valve?"
C) "What ideas do you have for improving our productivity?"
D) "Wouldn't it have been better if you'd completed the research last week instead of leaving most of it until the last minute?"

Question 26

According to the text,men and women have significant differences in the methods they use to listen.Which of the following accurately reflects the listening behaviors of women?

A) Women use more "listening noises."
B) Women are better at voicing disagreement.
C) Women tend to listen for the facts of a message.
D) Women are more likely to listen than men are.

Question 27

Which of the following is a paraphrasing response?

A) "Can you give me more details?"
B) "I don't understand. Would you go over that again?"
C) "So you're saying . . ." (repeat speaker's words verbatim - exactly as the speaker said them)
D) "In other words . . ." (restate your understanding of the speaker's message using different words than the speaker's)

Question 28

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

A) preoccupation
B) false assumption
C) egocentrism
D) ignorance

Question 29

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

A) Communication is the sender's responsibility.
B) Effective listening is an active process that includes observing nonverbals, asking for clarification, paraphrasing for understanding, and taking notes when possible.
C) Talking has more advantages than listening.
D) Listening is a mindless activity.

Question 30

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.

A) relational
B) analytical
C) task-oriented
D) critical

Question 31

Tyson's instructor assigned him to listen to a political presentation on campus.According to your text,in which order should Tyson complete the necessary mental tasks?

A) listen, understand, evaluate
B) listen, evaluate
C) evaluate, formulate a response, listen
D) understand, listen, evaluate

Question 32

Which of the following is not an aspect of an effective paraphrase?

A) After you paraphrase, invite the speaker to tell you whether you have understood them accurately.
B) After you paraphrase, invite the speaker to correct anything you've misunderstood.
C) As a listener, spend most of your time mentally following the speaker's ideas.
D) As a listener, you should spend as much time paraphrasing and questioning as you do listening.

Question 33

Which is true about seeking clarification?

A) An effective employee should not ask questions.
B) When we ask questions, we are showing our ignorance.
C) Never ask a dumb question.
D) Asking questions to seek clarification is a strategy that can pay dividends.

Question 34

Which of the following is TRUE about gender difference in listening behavior?

A) Women listen better than men do.
B) Men tend to listen for feelings rather than facts.
C) Women tend to listen for the facts and ignore feelings in messages.
D) We can improve our communication by becoming aware of gender differences in listening and asking the speaker to clarify their meaning.

Question 35

Which of the following is NOT suggested by the text as a technique for effective listening?

A) When the sender pauses, seek clarification by restating her ideas in your own words.
B) Be sure you understand the other person's ideas very well before you begin to evaluate them.
C) Give the person advice by asking leading questions such as: "Are you sure you've really tried every solution we talked about?"
D) When you are listening, hold back from making a wealth of comments.

Question 36

An example of a counterfeit question is:

A) "What's your opinion?"
B) "Can you tell me more?"
C) "What do you want to do next?"
D) "When do you plan to change to a higher-paying job?"

Question 37

Questions that are actually disguised forms of giving advice are called __________ questions.

A) sincere
B) counterfeit
C) unrealistic
D) demanding

Question 38

Self-centered listeners

A) receive low ratings for social attractiveness
B) are well-liked
C) readily learn valuable new information
D) are likely to be promoted

Question 39

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.

A) relational
B) analytical
C) task-oriented
D) critical

Question 40

Mindless listening

A) should be avoided at all costs.
B) is a useful strategy when we need to tune out distractions that are not worthy of careful attention.
C) involves attending carefully to the message.
D) takes up so much of our energy that we can't focus on those messages that are most important to hear.

Question 41

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

Question 42

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

Question 43

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

A) seeks additional information
B) clarifies what the speaker said
C) includes hidden advice
D) is insincere

Question 44

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

Question 45

After listening to his girlfriend's complaints about her co-worker,Jeremy says,"You must be ready to blow a fuse." Jeremy is paraphrasing his girlfriend's

A) goals
B) feeling
C) content
D) intent

Question 46

Most people don't need formal training in listening because listening is a natural ability.

Question 47

Which was NOT suggested in the text to help you be a better evaluative listener?

A) Analyze the speaker's supporting data.
B) Avoid asking questions for clarification.
C) Examine the speaker's emotional appeals.
D) Seek to thoroughly understand the speaker's ideas before you start evaluating them.

Question 48

Consultant Andrea Sutcliffe states that public speaking is a more important skill for getting ahead in your career than listening is.

Question 49

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?

A) normal
B) feeling
C) content
D) revision

Question 50

Productivity is often reduced in the workplace because of listening mistakes.

Question 51

All of the following should be included in a telephone log except

A) date and time the call was placed
B) unsuccessful attempts to contact the person
C) key points you and the other speaker made
D) your evaluation of how sincere the other speaker was during the phone call

Question 52

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

A) The speaker uses valid evidence.
B) The speaker has good credentials concerning this topic.
C) The speaker is emotionally involved with the topic he or she is trying to persuade you about.
D) The speaker backs up his or her claims with several well-researched examples.

Question 53

One study shows that patients' concerns are less likely to be addressed when doctors talk too much.

Question 54

We are born with the ability to listen,so there is no need to take a class in listening.

Question 55

James and his classmates complain that their instructor doesn't give clear instructions for their assignments.All of the following strategies could help these students EXCEPT

A) assuming that effective communication is always the sender's responsibility
B) paraphrasing
C) asking clarification questions
D) taking notes

Question 56

According to communication expert Susan Peterson,good listening is 80-90% of what makes a leader effective.

Question 57

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?

A) intent
B) content
C) structural
D) feeling

Question 58

Which of the following is NOT suggested by the text as a technique for effective listening?

A) Avoid asking questions for clarification.
B) Turn off your cell phone ringer while you are interacting with others face-to-face.
C) Take notes to help you remember key points.
D) Attend to the sender's nonverbal cues.

Question 59

An effective evaluative listener will ask all of the following questions except

A) "Do these ideas reinforce my current beliefs?"
B) "Do the examples represent the whole situation?"
C) "Are there any important exceptions that the speaker hasn't pointed out?"
D) "Is the evidence true?"

Question 60

Professor Sohard 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?

A) parroting
B) feeling
C) confusion
D) intent

Question 61

Speakers typically talk at around 125 words per minute,yet our brains can process information at about 500 words per minute.This mental spare time allows our minds to wander.

Question 62

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

Question 63

Francois doesn't ask his supervisor for clarification,even when he doesn't clearly understand instructions.That's because Francois doesn't want to appear ignorant.Francois' habit of not asking questions is likely to help him rise quickly to the top of the career ladder.

Question 64

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

Question 65

Multicommunicating reduces your ability to listen well.

Question 66

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

Question 67

Questioning usually isn't a good technique for helping a speaker who comes to you with a problem,since questions tend to increase confusion.

Question 68

Impaired memory is an example of a physiological barrier to listening.

Question 69

Listeners sometimes assume that people who speak with an accent different than their own are less intelligent than people who speak without a noticeable accent.

Question 70

Of the four listening styles described in your text,the "task-oriented" style is the best to use in any business setting.

Question 71

According to Steven Covey,if you are a highly effective person,you will place more emphasis on understanding others than on making sure you are understood.

Question 72

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

Question 73

"Questioning" and "paraphrasing" are synonymous.

Question 74

A critical listener can be a valuable team player because they can point out possible errors that need to be corrected.

Question 75

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.

Question 76

Male listeners tend to focus on the content of a message,while female listeners tend to focus on the relational meaning of a message.

Question 77

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

Question 78

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

Question 79

An analytical listener is likely to help a group view a topic from a wide range of perspectives.

Question 80

After you paraphrase a speaker's meaning,you should invite the speaker to verify that you've interpreted their meaning.