Hynes, Managerial Communication 7e
SAGE Publishing, 2019
Chapter 10: Listening
Test Bank
Multiple Choice
1. Most Americans speak at a rate of about ______ words per minute.
A. 125
B. 150
C. 65
D. 70
2. Which of the following is NOT a barrier to listening?
A. listening-speaking differential
B. motivation
C. demographics
D. willingness
3. Preparing a rebuttal to a speaker’s criticism is an example of which barrier to
listening?
A. debate
B. willingness
C. internal and external noise
D. detouring
4. The type of listening most common in business meetings and conferences is ______.
A. casual
B. factual
C. empathic
D. sympathetic
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
5. The manager who wants to understand someone’s internal frame of reference should
use which type of listening?
A. causal
B. factual
C. sympathetic
D. empathic
6. Which of the following is NOT a technique for active listening?
A. identify the main points
B. organize the message
C. repeat the message
D. visualize the message
7. Of the following listening strategies which involves mnemonics?
A. organizing the message
B. visualizing the message
C. summarizing the message
D. differentiating between the main and supporting points
8. Which of the following statements is true?
A. Paraphrasing is repeating the speaker’s words.
B. Usually, speakers paraphrase to check the listener’s understanding.
C. A paraphrase reflects the underlying attitudes or emotions of a message.
D. Paraphrasing is not useful for strengthening the speaker–listener relationship.
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
9. Which question seeks to get a deeper level of information?
A. neutral
B. open-ended
C. primary
D. secondary
10. What is the formula the textbook uses to help explain the cause of rumors in modern
organizations?
A. ambiguity = rumors × interest
B. interest = rumors × ambiguity
C. rumors = ambiguity × interest
D. grapevine = rumors × ambiguity
11. Showing a preference for vivid and dramatic treatment of data is known as ______.
A. assimilation
B. sharpening
C. leveling
D. regression
12. Which of the following is one of the three dimensions of a message graphically
displayed in the Figure?
[Insert Figure 10-1 here]
A. up to down
B. vertical to horizontal
C. narrow to wide
D. formal to informal
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
13. The 25–75 rule can create a problem in which of the following?
A. primary–secondary questions
B. micro listening climate
C. written communication
D. organizing a message
14. Total climate listening is known as ______.
A. macro
B. micro
C. intrapersonal
D. global
15. A positive listening climate includes ______.
A. taking notes
B. maintaining eye contact
C. leaning toward the speaker
D. all of these
16. Which technique induces a macro listening climate?
A. note taking
B. leaning toward a speaker
C. walking around
D. rephrasing the speaker’s words
17. Strategic managerial listening requires paying attention to ______.
A. the spoken words
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
B. the nonverbal behaviors
C. the total environment
D. all of these
18. Which of the following is NOT a benefit of managerial listening skills?
A. more efficient task assignments
B. more information
C. improved relationships
D. better decisions
19. Which of the following strategies is recommended when listening to negative
messages?
A. resisting
B. defending
C. empathizing
D. none of these
20. The LAW of listening stands for ______.
A. Listening equals Asking plus Winning
B. Listening equals Ability plus Willingness
C. Listening equals Assets plus Wisdom
D. Listening equals Attitude plus Work
21. The listening barrier “detouring” is closely related to ______.
A. travel distances
B. the speaker’s movements
C. bias
D. getting lost
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
22. Statements like “Tell me more” and “Then what happened?” are examples of
______.
A. directed questions
B. neutral questions
C. empathic questions
D. primary questions
23. The practice of following consumer needs and trends through social media accounts
is known as ______.
A. interactive listening
B. empathic listening
C. factual listening
D. social listening
24. At which stage should a manager think about personal biases?
A. preparation stage
B. listening stage
C. feedback stage
D. both listening stage and feedback stage
25. The key advantage of taking notes is that it helps the listener to ______.
A. organize the message
B. visualize the message
C. personalize the message
D. all of these
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
26. The main benefit of paraphrasing as a listening strategy is that it ______.
A. increases understanding
B. strengthens the relationship
C. adds face time to the interaction
D. both increases understanding and strengthens the relationship
27. Which is the best paraphrase for “I hate my job and I quit!”?
A. “Sounds like you had a tough day.”
B. “So you hate your job and you quit.”
C. “You can’t afford to quit.”
D. all of these
True/False
1. Listening is the form of communication that is most important for entry-level positions.
2. The major reason for developing effective listening is to build relationships between
people.
3. People speak approximately 25% as fast as they think.
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
4. Active and passive are two types of listening.
5. An attempt to use empathic listening is often enough to open communication.
6. There is no need to wait until the end of the message to summarize it.
7. A listener who takes notes indicates both the message and the speaker are boring.
8. Open-ended questions give the respondent a narrow choice of possible answers,
while a closed question gives a wider range of possible answers.
9. An additional question that seeks further information on the preceding answer is
called a closer question.
10. A directed question leads the speaker to a desired response.
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
11. Research indicates information transmitted via the grapevine in organizations is only
50% accurate.
12. Assimilation is the tendency of people to adjust or modify rumors to mold them to fit
their personal needs.
13. When working with culturally diverse employees, managers can benefit from using
silence as a type of response.
14. Finishing someone’s sentences for them indicates a strong communication
relationship and encourages the speaker.
15. An open-door policy is NOT always successful in inducing communication.
16. The sending side of the communication process is more difficult than the receiving
side.
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
17. A micro climate is defined as the general atmosphere of a workplace.
18. To enhance the listening climate, a listener should set aside whatever he/she is
doing.
19. Strategic managerial listening requires listening to the spoken words and attention to
the nonverbal elements and the total environment.
20. Managers should discourage their subordinates from listening to the grapevine
because the information is usually false.
Short Answer
1. What is the difference between hearing and listening?
Hynes, Managerial Communication 7e
SAGE Publishing, 2019
2. According to the chapter, what is the difference between interactive and active
listening? Give an example of a situation for each type.
3. What are the four things a manager should do to become physically and
psychologically prepared to listen? Discuss each of these.