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Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
Chapter 3: Listening
Test Bank
Multiple Choice
1. The average person remembers between _______% and _______% of what they hear.
2. What is the most basic principle in the consumer products industry?
3. An individual's listening ability has implications concerning
4. Which of the following is an example of controlling external noise?
Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
5. Tyler is a police officer out on patrol. After talking on his radio to his dispatch, Tyler uses
words such as “copy that” and “10-4”. These words are known as
6. Beyond noise, what are some additional factors that may distract your focus?
7. Which of the following is NOT an example of message overload?
8. Audrey has a difficult time talking with her supervisor. She often feels like she is not
understanding her supervisor's instructions because she is misinterpreting what her supervisor
is saying. Audrey is experiencing
9. Not listening to a particular radio talk show host because your parents don't is known as
10. After talking with his supervisor, Clayton likes to review the message and evaluate what was
really being said. Clayton is engaging in
11. When you are attending an employee orientation, what type of listening would be the best
for acquiring knowledge?
12. When trying to understand another person's point of view without judging, what type of
listening would be useful?
13. Listening to a message then summarizing it back to the sender for verification is known as
14. Reflective listening involves
15. John often prefers conversations that require him to intellectually challenge himself. John is
a(n) _________ listener.
16. When the speaking role shifts between one person to another with some frequency, it is
known as
17. Which of the following is NOT a part of the HURIER model?
18. Whenever you are listening to a speech where there is no expectation for interaction with
the presenter, you are engaged in
19. What step of the HURIER model asks the listener to make sense of the verbal and nonverbal
codes to assign meaning to the information received?
20. When using the HURIER model, what does the understanding step ask you to do?
Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
21. Hearing is the process of determining the meaning of verbal and nonverbal messages.
22. Audible talking, the ruffling of papers, or a cell phone going off is known as external noise.
23. Jargon is useful when everyone has a common understanding of the terms at hand.
24. Bias involves discriminating against someone based on their race, ethnicity, beliefs, and so
forth.
25. Bias applies to both individuals and groups.
26. Evaluating the information being sent is known as informational listening.
27. Listening with empathy is the basis for a host of important workplace skills and strategies.
28. Asking questions does not provide support to a speaker.
29. Action-oriented listeners prefer brief communication.
30. In the HURIER model, evaluating involves making sense of verbal and nonverbal codes to
assign meaning to the information received.
31. Explain the difference between active listening and passive listening. Give one example each
of when it is appropriate to use those styles.
Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
32. Think about the last presentation you experienced and apply all steps of the HURIER model
to the presentation.
33. Identify your preferred listening style and explain why you prefer it over the other styles.
34. Write an essay discussing whether or not you think new media causes message overload.
Give several examples to back up your position.
35. Think of several types of jargon you use in your everyday life. Explain how you would
describe your jargon to a person who is not familiar with it.
36. Identify your greatest cause of internal noise. Discuss several different ways of reducing
your internal noise.
37. ___________ is your physical ability to detect sounds.
38. Listening involves just verbal communication.
39. ____________ability is inextricably linked to individual performance in organizations.
40. Miguel was sitting in a meeting about an upcoming trade show and was not able to listen to
his colleague because he was focused on a phone call that he had received that morning about
a his brother who had recently lost his job. Miguel’s focus on the phone call served as
41. ___________ is when the speaker includes too many details in a message making it difficult
for the listener to understand.
Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
42. Think of a time when you found yourself hearing a message but not listening to the speaker.
Using the concepts presented in this text, explain what strategies might have helped you listen
better in that situation.
43. Imagine that you are in charge of making sure everyone on your team understands the new
payroll structure that is being implemented at your organization. Based on what you’ve read in
this chapter, what steps might you take to help ensure everyone is able to listen well to your
message?
44. Ethically interpreting a message means you are not intentionally letting your own bias or
beliefs interfere with your interpretation.
45. Listening awareness can do all of the following EXCEPT
46. A person is likely to retain 75% of a conversation.
47. Being an effective listener is a prerequisite to achieving professional excellence.
48. Listening and hearing are the same thing.
49. Which of these is implicated in an individual’s listening ability?
50. Listening requires you to concentrate on ___________messages being sent and to
determine the meaning of those messages.
Business and Professional Communication 2e
Quintanilla and Wahl
Instructor Resource
