ways of effective responses
c.
Using competing messages
Consider This: This strategy
helps keep the audience on their
toes, and helps them become
more interested in the speaker.
LO 4.5: Review the different
ways of effective responses
d.
Using the primacy principle
Consider This: This strategy
helps keep the audience on their
toes, and helps them become
more interested in the speaker.
LO 4.5: Review the different
ways of effective responses
Learning
Objective
LO 4.5: Review the different ways of effective responses
Topic/Concept
Responding Effectively
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 17
Assessment
Type
Multiple-choice
Question Stem
Leigh-Ann becomes very nervous and disoriented whenever she has to sit across from
Marshall, one of her teammates, during team meetings. Marshall also finds Leigh–
Ann’s nonverbal cues to be very discouraging. What strategy should Leigh–Ann follow
to prepare herself to interact with Marshall?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Prepare physically; she
should unfold her arms,
remove obstacles between
her and Marshall, and
maintain proper eye contact.
X
b.
Prepare by arriving early to
meetings; she should take
time to make a mental
transition from one activity to
the next.
Consider This: Leigh-Ann must
be relaxed, focus on the speaker
or the conversation, and orient
her body toward Marshall.
LO 4.2: Describe different ways
of responding effectively to
others
c.
Prepare by setting the scene
for attentive listening; she
Consider This: Leigh-Ann must
be relaxed, focus on the speaker
should avoid serious
discussions when there is a
distraction.
or the conversation, and orient
her body toward Marshall.
LO 4.2: Describe different ways
of responding effectively to
others
d.
Prepare by being cognizant;
she should commit to social
decentering that allows her to
have empathy with Marshall.
Consider This: Leigh-Ann must
be relaxed, focus on the speaker
or the conversation, and orient
her body toward Marshall.
LO 4.2: Describe different ways
of responding effectively to
others
Learning
Objective
LO 4.2: Describe different ways of responding effectively to others
Topic/Concept
Turning Off Competing Messages
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 18
Assessment
Type
Multiple-choice
Question Stem
Javier felt lost and distracted during the team meeting, despite being aware of all the
points of the discussion beforehand. He was completely overwhelmed by the huge
amount of data, statistics, and analysis presented. Finally, after the three-hour-long
meeting ended, Javier had to ask his supervisor to help prioritize his individual task
roles and functions. Why was Javier distracted and unfocused during the meeting?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Javier thought there was too
much information, and he
could not process all of it.
X
b.
Javier got nervous listening to
new information, and he was
worried that he would get it
wrong.
Consider This: Javier needs to
listen for specific information
from the speaker.
LO 4.1: Describe listening
problems and their possible
solutions
c.
Javier processed information
faster than the speaker, and
he wanted the other members
to be on the same page as
him.
Consider This: Javier needs to
listen for specific information
from the speaker.
LO 4.1: Describe listening
problems and their possible
solutions
d.
Javier was multitasking during
the meeting, and he thought
he would end up missing
important information.
Consider This: Javier needs to
listen for specific information
from the speaker.
LO 4.1: Describe listening
problems and their possible
solutions
Learning
Objective
LO 4.1: Describe listening problems and their possible solutions
Topic/Concept
Hearing and Listening
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 19
Assessment
Type
Multiple-choice
Question Stem
Pasha always finds it difficult to pay attention in class and gets easily bored listening to
the teacher. She processes information faster than her teacher and is way ahead than
the rest of the class. What strategy should Pasha use to make the class interesting?
Answer
Choices
Answer
Correct
Feedback
Answer (x)
a.
She should use nonverbal
cues to encourage the
teacher to speak faster.
X
b.
She should listen for specific
information from the lectures
given by her teacher.
Consider This: Pasha should
use head nods to let the teacher
know she understands the
information and hand gestures
to persuade her to move ahead
with her lecture.
LO 4.1: Describe listening
problems and their possible
solutions
c.
She should start taking notes
on the information provided
by her teacher.
Consider This: Pasha should
use head nods to let the teacher
know she understands the
information and hand gestures
to persuade her to move ahead
with her lecture.
LO 4.1: Describe listening
problems and their possible
solutions
d.
She should prepare herself
physically to ask insightful
questions to the teacher.
Consider This: Pasha should
use head nods to let the teacher
know she understands the
information and hand gestures
to persuade her to move ahead
with her lecture.
LO 4.1: Describe listening
problems and their possible
solutions
Learning
Objective
LO 4.1: Describe listening problems and their possible solutions
Topic/Concept
Hearing and Listening
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 20
Assessment
Type
Multiple-choice
Question Stem
Simona is a world-renowned counselor who displays oodles of patience while listening
to her patients. She listens intently to their problems, reassures them, and respects
their views and opinions. As illustrated in this scenario, what makes Simona successful
at her job, and why?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Simona empathizes with her
patients by putting herself in
the patients’ shoes.
X
b.
Simona sympathizes with her
patients by wanting to help
the patients come out of the
crises in their lives.
Consider This: Counselors such
as Simona keep asking
themselves this question, “If I
was my patient, how would I be
feeling?”
LO 4.5: Review the different
ways of effective responses
c.
Simona processes
information faster than her
patients, and wants the
patients to be on the same
page as her.
Consider This: Counselors such
as Simona keep asking
themselves this question, “If I
was my patient, how would I be
feeling?”
LO 4.5: Review the different
ways of effective responses
d.
Simona multitasks during her
sessions, ensuring she does
not end up missing important
information.
Consider This: Counselors such
as Simona keep asking
themselves this question, “If I
was my patient, how would I be
feeling?”
LO 4.5: Review the different
ways of effective responses
Learning
Objective
LO 4.5: Review the different ways of effective responses
Topic/Concept
Responding Effectively
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 21
Assessment
Type
Multiple-choice
Question Stem
Saira is very thorough at her job. During every meeting she attends, she asks several
probing questions to the speaker to glean the specifics of the presented information.
What is Saira’s objective in asking such questions?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
To listen for the details in the
message
X
b.
To listen for major ideas in the
message
Consider This: In many
workplace situations, your job is
to select, attend to, understand,
and remember specific
information. You can take notes
or record the particulars in some
other way and develop ways of
jogging your memory.
LO 4.4: Express the importance
of listening skills
c.
To link the details with the
main ideas
Consider This: In many
workplace situations, your job is
to select, attend to, understand,
and remember specific
information. You can take notes
or record the particulars in some
other way and develop ways of
jogging your memory.
LO 4.4: Express the importance
of listening skills
d.
To read between the lines of
the message
Consider This: In many
workplace situations, your job is
to select, attend to, understand,
and remember specific
information. You can take notes
or record the particulars in some
other way and develop ways of
jogging your memory.
LO 4.4: Express the importance
of listening skills
Learning
Objective
LO 4.4: Express the importance of listening skills
Topic/Concept
Listening to Understand Both Major Ideas and Details
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 22
Assessment
Type
Multiple-choice
Question Stem
During her performance review, Tuli’s manager tells her that numerous customers
have not been satisfied with her assistance. According to the manager, instead of
listening to the customers on the content level, Tuli should listen to them on the
relational level. What action should Tuli take to improve her performance?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Ask customers pre-questions.
X
b.
Listen to the customers at a
micro-level.
Consider This: Rather than
focus solely on facts and data
presented by the customers, Tuli
should try to grasp the overall
point in the customers’
messages.
LO 4.4: Express the importance
of listening skills
c.
Link the details of the
customers’ message to their
main idea.
Consider This: Rather than
focus solely on facts and data
presented by the customers, Tuli
should try to grasp the overall
point in the customers’
messages.
LO 4.4: Express the importance
of listening skills
d.
Listen for the specifics in the
customers’ message.
Consider This: Rather than
focus solely on facts and data
presented by the customers, Tuli
should try to grasp the overall
point in the customers’
messages.
LO 4.4: Express the importance
of listening skills
Learning
Objective
LO 4.4: Express the importance of listening skills
Topic/Concept
Listening to Understand Both Major Ideas and Details
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 23
Assessment
Type
Multiple-choice
Question Stem
During a team meeting, Vinay noticed that Sid, his manager, briefly mentioned budget
cuts. After the meeting was over, Vinay asked Sid what he meant when he said, “There
will be budget cuts in the upcoming quarter.” In this scenario, what was Vinay’s
intention?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
To ask for clarification
X
b.
To paraphrase message
content
Consider This: The purpose of
asking such types of questions
is to receive further explanation
about a certain issue from the
speaker.
LO 4.5: Review the different
ways of effective responses
c.
To check how the other
person feels
Consider This: The purpose of
asking such types of questions
is to receive further explanation
about a certain issue from the
speaker.
LO 4.5: Review the different
ways of effective responses
d.
To paraphrase his emotions
Consider This: The purpose of
asking such types of questions
is to receive further explanation
about a certain issue from the
speaker.
LO 4.5: Review the different
ways of effective responses
Learning
Objective
LO 4.5: Review the different ways of effective responses
Topic/Concept
Responding Effectively
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 24
Assessment
Type
Multiple-choice
Question Stem
During an interview, Jelena tells Nolan, the interviewer, that she would prefer working
the night shift. Nolan then asks Jelena, “So are you saying that you’d rather work from
9 p.m. to 6 a.m. than from 9 a.m. to 6 p.m.?” Why did Nolan ask such a question to
Jelena?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
For verification
X
b.
For clarification
Consider This: By asking such
questions, people can better
gauge whether they reached an
accurate conclusion about the
other’s person’s intent or feeling.
LO 4.5: Review the different
ways of effective responses
c.
For obtaining additional
information
Consider This: By asking such
questions, people can better
gauge whether they reached an
accurate conclusion about the
other’s person’s intent or feeling.
LO 4.5: Review the different
ways of effective responses
d.
For paraphrasing message
emotions
Consider This: By asking such
questions, people can better
gauge whether they reached an
accurate conclusion about the
other’s person’s intent or feeling.
LO 4.5: Review the different
ways of effective responses
Learning
Objective
LO 4.5: Review the different ways of effective responses
Topic/Concept
Responding Effectively
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
M/C Question 25
Assessment
Type
Multiple-choice
Question Stem
During a telephone conference call, Rafaela asks her assistant to complete a report as
Rafaela’s request, so when Rafaela showed up after lunch to collect the report, it
wasn’t done. In this scenario, the assistant failed to understand what aspect of
Rafaela’s message?
Answer
Choices
Answer
Correct
Answer (x)
Feedback
a.
Implicit
X
b.
Explicit
Consider This: Unless we see
the speaker’s face, we do not
have a visual nonverbal
message to couple with the
verbal message, thereby
hampering us from accurately
decoding and interpreting the
message.
LO 4.3: Describe the five stages
of active listening
c.
Transactional
Consider This: Unless we see
the speaker’s face, we do not
have a visual nonverbal
message to couple with the
verbal message, thereby
hampering us from accurately
decoding and interpreting the
message.
LO 4.3: Describe the five stages
of active listening
d.
Dominance
Consider This: Unless we see
the speaker’s face, we do not
have a visual nonverbal
message to couple with the
verbal message, thereby
hampering us from accurately
decoding and interpreting the
message.
LO 4.3: Describe the five stages
of active listening
Learning
Objective
LO 4.3: Describe the five stages of active listening
Topic/Concept
Listening with Your Eyes
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Note: Here starts 5 Short Answer level questions
Question Title
SA Question 26
Assessment
Type
Essay
Question Stem
Perform an in-depth analysis of the different stages involved in the process of listening.
Learning
Objective
LO 4.1: Describe listening problems and their possible solutions
Topic/Concept
Hearing and Listening
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
SA Question 27
Assessment
Type
Essay
Question Stem
Analyze the various listening problems and the ways to overcome them.
Learning
Objective
LO 4.1: Describe listening problems and their possible solutions
Topic/Concept
Hearing and Listening
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
SA Question 28
Assessment
Type
Essay
Question Stem
Explain the importance of being other-oriented rather than being self-centered when it
comes to listening.
Learning
Objective
LO 4.2: Describe different ways of responding effectively to others
Topic/Concept
Turning off competing messages
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
SA Question 29
Assessment
Type
Essay
Question Stem
Examine how the whole-part learning style differs from the part-whole learning style.
Learning
Objective
LO 4.4: Express the importance of listening skills
Topic/Concept
Listening to Understand B Major Ideas and Details
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
SA Question 30
Assessment
Type
Essay
Question Stem
Examine the various types of verbal responses that provide the speaker with important
feedback.
Learning
Objective
LO 4.5: Review the different ways of effective responses
Topic/Concept
Responding Effectively
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Note: Here starts 5 Essay questions
Question Title
Essay Question 31
Assessment
Essay
Type
Question Stem
Why is listening considered to be a critical leadership communication skill? How is it
different from hearing?
Learning
Objective
LO 4.1: Describe listening problems and their possible solutions
Topic/Concept
Hearing and Listening
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
Essay Question 32
Assessment
Type
Essay
Question Stem
Critically analyze the process of social decentering. Also discuss the various strategies
that might help one turn off competing messages.
Learning
Objective
LO 4.2: Describe different ways of responding effectively to others
Topic/Concept
Turning off competing messages
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
Essay Question 33
Assessment
Type
Essay
Question Stem
Examine how nonverbal cues are synthesized and interpreted by us along with the
three primary dimensions of pleasure, arousal, and dominance.
Learning
Objective
LO 4.3: Describe the five stages of active listening
Topic/Concept
Listening with Your Eyes
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
Essay Question 34
Assessment
Type
Essay
Question Stem
Explain how elaboration strategies help in linking the details with the main ideas of a
message.
Learning
Objective
LO 4.4: Express the importance of listening skills
Topic/Concept
Listening to Understand Both Major Ideas and Details
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X
Question Title
Essay Question 35
Assessment
Type
Essay
Question Stem
Discuss in detail about the feeling of empathy. How can it be used as a tool to
accomplish certain communication goals?
Learning
Objective
LO 4.5: Review the different ways of effective responses
Topic/Concept
Responding Effectively
Difficulty
Level
(mark X where
applicable)
Easy
Moderate
X
Skill Level
(mark X where
applicable)
Apply What
You Know
Analyze It
Evaluate It
X