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Name:
Class:
Date:
Chapter 04: Effective Listening
Copyright Cengage Learning. Powered by Cognero.
Page 1
1. Isolated facts by themselves are hard to remember.
a.
True
b.
False
ANSWER:
True
POINTS:
1
REFERENCES:
Describe the signs of poor listening.
2. A manager who is always putting out fires might be a poor listener.
a.
True
b.
False
ANSWER:
True
POINTS:
1
REFERENCES:
Apply the signs of poor listening to examples where a communication breakdown occurred.
3. Studies show that when doctors and nurses listen, it has little to no influence on how satisfied medical patients feel
about their care.
a.
True
b.
False
ANSWER:
False
POINTS:
1
REFERENCES:
List at least two practical tips for improving your listening skills with each of the following groups:
customers, employees, supervisors, and coworkers.
4. It is important that you listen for both content and tone and observe any nonverbal behaviors when listening and
responding to your supervisor.
a.
True
b.
False
ANSWER:
True
POINTS:
1
REFERENCES:
List at least two practical tips for improving your listening skills with each of the following groups:
customers, employees, supervisors, and coworkers.
5. To improve your relationship with your coworkers, you should learn to tolerate ambiguity.
a.
True
b.
False
ANSWER:
True
POINTS:
1
REFERENCES:
List at least two practical tips for improving your listening skills with each of the following groups:
customers, employees, supervisors, and coworkers.
6. Which of the following is not a bad listening habit?
a.
Criticizing the speaker's delivery instead of focusing on the message.
b.
Taking brief notes and writing down keywords.
c.
Pretending to listen to the speaker.
d.
Listening for facts rather than a theme or relative principles.
Name:
Class:
Date:
Chapter 04: Effective Listening
Copyright Cengage Learning. Powered by Cognero.
Page 2
ANSWER:
b
POINTS:
1
REFERENCES:
Describe the signs of poor listening.
7. One day the boss gives you detailed instructions on a new assignment. Later you realize that you missed part of the
information because you had a pounding headache and now you cannot decipher your notes. Which of the following
barriers to listening was the problem?
a.
personal
b.
psychological
c.
semantic
d.
physical
ANSWER:
a
POINTS:
1
REFERENCES:
Distinguish among the main barriers to good listening and determine which of these barriers cause you
the most problems.
8. Considering gender differences in the workplace,
a.
Women aren't as good at interpreting nonverbal cues as men.
b.
Women tend to interrupt less often.
c.
Women see communication as a competitive tool.
d.
Women are less likely to ask questions.
ANSWER:
b
POINTS:
1
REFERENCES:
Distinguish among the main barriers to good listening and determine which of these barriers cause you
the most problems.
9. Which generational group was raised in post-World War II, are competitive, and committed to taking charge and
working hard to succeed?
a.
Traditionalists
b.
Baby Boomers
c.
Generation Xers
d.
Millennials
ANSWER:
b
POINTS:
1
REFERENCES:
Distinguish among the main barriers to good listening and determine which of these barriers cause you
the most problems.
10. Which generational group was raised with volunteer work and want their learning and training to have a social
capability?
a.
Traditionalists
b.
Baby Boomers
c.
Generation Xers
d.
Millennials
ANSWER:
d
Name:
Class:
Date:
Chapter 04: Effective Listening
Copyright Cengage Learning. Powered by Cognero.
Page 3
POINTS:
1
REFERENCES:
Distinguish among the main barriers to good listening and determine which of these barriers cause you
the most problems.
11. The listening stage in which listeners give verbal and nonverbal feedback to the speaker is called the:
a.
Sensing stage
b.
Interpreting stage
c.
Responding stage
d.
Memory stage
ANSWER:
c
POINTS:
1
REFERENCES:
Explain guidelines for improving your listening and the payoffs for using them correctly.
12. The listening stage in which listeners assign meaning to the messages is called the:
a.
Sensing stage
b.
Interpreting stage
c.
Responding stage
d.
Memory stage
ANSWER:
b
POINTS:
1
REFERENCES:
Explain guidelines for improving your listening and the payoffs for using them correctly.
13. The listening stage is one in which listeners select or ignore one or more multiple stimuli is called the:
a.
Sensing stage
b.
Interpreting stage
c.
Responding stage
d.
Memory stage
ANSWER:
a
POINTS:
1
REFERENCES:
Explain guidelines for improving your listening and the payoffs for using them correctly.
14. Which of the following statements is true of how gender influences listening?
a.
Women are more tentative when the topic is masculine.
b.
Men are more tentative when the topic is gender neutral.
c.
Neither men nor women are more tentative when the topic is masculine.
d.
Neither men nor women are more tentative when the topic is feminine.
ANSWER:
a
POINTS:
1
REFERENCES:
Distinguish among the main barriers to good listening and determine which of these barriers cause you
the most problems.
15. Which of the following are causes of poor listening?
a.
Nonverbal barriers
b.
Semantic barriers
Name:
Class:
Date:
Chapter 04: Effective Listening
Copyright Cengage Learning. Powered by Cognero.
Page 4
c.
Sensing barriers
d.
Responding barriers
ANSWER:
b
POINTS:
1
REFERENCES:
Distinguish among the main barriers to good listening and determine which of these barriers cause you
the most problems.
16. Which of the following is a possible sign of poor listening?
a.
Finding out about events from others or via memo rather than through normal channels
b.
Oral communication replaces most written communication
c.
Never breaking the chain of command.
d.
Never being asked to repeat information
ANSWER:
a
POINTS:
1
REFERENCES:
Describe the signs of poor listening.
17. You have a hard time paying attention in French class. The professor has bizarre eyebrows that waggle when he talks.
This example demonstrates the following poor listening habit:
a.
Pretending to listen
b.
Listening only for facts
c.
Criticizing the speaker's delivery
d.
Calling the topic boring
ANSWER:
c
POINTS:
1
REFERENCES:
Apply the signs of poor listening to examples where a communication breakdown occurred.
18. Since people think faster than a speaker can talk, daydreaming can become a problem. Which of the following is
recommended to overcome this listening problem?
a.
Evaluate the quality of the speaker's delivery.
b.
Use the spare time to repeat key words in your mind.
c.
Use the spare time to write more detailed notes.
d.
Repeat only the facts in your mind.
ANSWER:
b
POINTS:
1
REFERENCES:
Apply the signs of poor listening to examples where a communication breakdown occurred.
19. Global organizations have useful listening tips, such as:
a.
Avoid humor because it doesn’t translate well.
b.
Avoid making personal comments and be non-committal about others' ideas.
c.
Lear to tolerate ambiguity and listen to differing viewpoints.
d.
Concentrate more on persuasion than on gathering and sharing information.
ANSWER:
c
POINTS:
1
REFERENCES:
List at least two practical tips for improving your listening skills with each of the following groups:
Name:
Class:
Date:
Chapter 04: Effective Listening
customers, employees, supervisors, and coworkers.
20. By listening to her boss, one new employee was promoted to supervisor ahead of others who had been with the
company longer. When asked the secret of her success, she suggested all of the following except:
a.
Develop the expertise your boss values.
b.
Know how to praise appropriately.
c.
Don't criticize your boss.
d.
Be quick to give advice.
ANSWER:
d
POINTS:
1
REFERENCES:
List at least two practical tips for improving your listening skills with each of the following groups:
customers, employees, supervisors, and coworkers.
21. How does listening to managers enable employees to improve their relationships with the managers? What does
effective listening between an employee and their manager look like?
ANSWER:
Listening helps employees to understand expectations and frames of reference. Effective listening
includes giving indications that listening is occurring (e.g., eye contact, nonverbal cues, relaxed posture,
positive gestures and sounds). Listen to your managers and their instructions for both content and tone,
and ask open-ended questions to gain understanding. Use that knowledge to guide general interactions
with your managers (e.g., how to convey bad news, useful jargon, feedback to confirm listening). Be
wary of giving advice; instead, serve as a sounding board. Build off of your manager’s ideas,
piggybacking your own ideas. Know how to praise appropriately (e.g., with tact and subtlety). Do not
criticize managers behind their backs.
POINTS:
5
REFERENCES:
List at least two practical tips for improving your listening skills with each of the following groups:
customers, employees, supervisors, and coworkers.
22. Describe the millennial customer. How has technology influenced these customers?
ANSWER:
Recently, the customer has changed radically, along with technological changes. Millennial customers
grew up with handheld digitally bundled communication and want a seamless and simple user interface.
They regularly use social media and want commercial experiences that they can share on social
networks. They are passionate about values, including those of companies, and want to promote equality,
with every voice mattering. They are looking for adventure, are guided by word of mouth, and view
shopping as both an experience and a necessary transaction. They want to share good and bad product
experiences with their peers, and they value collaboration and cooperation.
POINTS:
5
REFERENCES:
List at least two practical tips for improving your listening skills with each of the following groups:
customers, employees, supervisors, and coworkers.
23. Distinguish among the main barriers to good listening and identify which of these barriers cause you the most
problems. Share that barrier here and describe how it has been a challenge for you.
ANSWER:
Barriers include: Physical barriers, personal barriers, Gender barriers, age and generational barriers,
Semantic barriers and technology barriers. Answers will vary on how this barrier has been a problem.
POINTS:
5
REFERENCES:
Distinguish among the main barriers to good listening and determine which of these barriers cause you
Name:
Class:
Date:
Chapter 04: Effective Listening
Copyright Cengage Learning. Powered by Cognero.
Page 6
24. Walk through each of the stages of listening, and explain a problem that might occur in each stage. How does this help
you understand the listening process?
ANSWER:
Understanding the stages of listening supports understanding the listening process. In the sensing stage,
listeners select or ignore one or more multiple stimuli. Sensing capabilities are affected by gender, age,
cultural background, bias, emotion, and environmental distractions. In the interpreting stage, listeners
assign meaning. Some of the most serious listening problems occur in this stage due to semantic barriers,
assumption of understanding, jumping to conclusions, fatigue, information overload, and the
communication fallacy. In the evaluating stage, listeners evaluate and judge the speaker, which are
influenced by attitudes toward the speaker, previous experience, expectations, and beliefs and emotions.
In the responding stage, listeners give verbal and nonverbal feedback to the speaker. In the memory
stage, listeners decide what if any parts of the message to remember. Listeners can fail to transfer
information from short-term to long-term memory.
POINTS:
5
REFERENCES:
Explain guidelines for improving your listening and the payoffs for using the them correctly.
25. The text identifies several guidelines for improving listening skills. Name three of these, and then name one of the
payoffs of effective listening.
ANSWER:
Improving listening skills relies on key points and simple guidelines: Identify the speaker’s main points
with a key word or phrase; Take brief notes while you listen; Constantly summarize and rehearse key
points in your mind; Listen for facts as well as the feelings behind the facts; Relate information to
current policies and procedures; Avoid prejudice. Some of the payoffs are: 1) Effective listeners can
discover the values, needs, expectations, and goals of their colleagues; 2) Better manager-employee
relations develop; 3) Better decisions are made in emergency situations; 4) Learning is based on the
experiences of others.
POINTS:
5
REFERENCES:
Explain guidelines for improving your listening and the payoffs for using the them correctly.
