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True / False
1. Attending is the process of receiving, constructing meaning from, and responding to spoken or nonverbal messages.
a.
True
b.
False
2. Resisting mental distractions is one of the steps to receive messages accurately.
a.
True
b.
False
3. Making the shift fully from speaker to listener is especially important when engaged in a heated conversation.
a.
True
b.
False
4. The process of determining the truthfulness, authenticity, or believability of the information provided is called
evaluating.
a.
True
b.
False
5. Your response can be both judgmental and supportive at the same time.
a.
True
b.
False
Multiple Choice
6. _________________ focus on the feelings their conversational partners may have about what they are saying.
a.
Time-oriented listeners
b.
Action-oriented listeners
c.
Content-oriented listeners
d.
People-oriented listeners
7. The first stage of active listening is ______________________.
a.
interpreting
b.
understanding
c.
attending
d.
evaluating
8. Which of these statements about listening apprehension is not true?
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a.
It may increase when we are worried about misinterpreting a message.
b.
It is only a factor when we’re meeting someone new for the first time.
c.
It is the anxiety we feel about listening.
d.
All of these are true.
9. The understanding stage of the listening process involves what?
a.
Physically getting ready to listen
b.
Remembering information
c.
Analyzing facts
d.
Asking questions
10. To improve listening performance in conversation and in group communication __________________.
a.
you should completely make the shift from speaker to listener
b.
you should rehearse what you want to say as the other person speaks
c.
you should concentrate by looking at the other person’s chin
d.
stop listening if what a person says violates your values
11. Understanding Charlene’s feeling of mortification at her forgetting the name of a person she has known for years is an
example of ___________________.
a.
empathy
b.
sympathy
c.
supportiveness
d.
reflecting feelings
12. When one person experiences an emotional response parallel to another person’s, we call this
_______________________.
a.
empathic responsiveness
b.
perspective taking
c.
mirroring
d.
sympathy
13. When Josh told Amy about what was going on at work and she responded by saying, “Oh, I’m really sorry. That’s
awful. You poor thing,” Amy was demonstrating __________________.
a.
empathic responsiveness
b.
paraphrasing
c.
perspective taking
d.
sympathetic responsiveness
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14. Jalesa is helping her daughter learn the colors of the rainbow for her quiz at school. To help her remember the colors
and order, she tells her daughter to remember Roy G. Biv. When her daughter says, “But who’s Roy G. Biv?” Jalesa
explains that it stands for Red, Orange, Yellow, Green, Blue, Indigo, and Violet. Jalesa is teaching her daughter
_____________________.
a.
a mnemonic device
b.
a paraphrase
c.
an empathic response
d.
a sympathetic responsiveness
15. If in response to the statement “She’s a very fast typist,” you replied, “How many words a minute can she type?” you
would be _____________.
a.
paraphrasing
b.
questioning to get details
c.
perception checking
d.
questioning to clarify feelings
16. Nikki comes to class early, sits in her preferred chair, and arranges her notebook and pens. She looks up at her teacher
and waits for the lesson to begin. Nikki is _________________,
a.
avoiding distractions
b.
getting physically ready to listen
c.
observe nonverbal cues
d.
resisting interrupting
17. A paraphrase is:
a.
a repetition of what a person said
b.
a guess of what you think a person wants you to say
c.
your interpretation of what a person meant
d.
your effort to find out the reasons behind what someone is saying
18. A content paraphrase focuses on:
a.
the denotative meaning of what a person says
b.
how the person feels about what he says
c.
whether the person is right or wrong
d.
how the person sounds when he speaks
19. To paraphrase effectively, you should:
a.
focus on as many details as possible
b.
interrupt the speaker to make sure you understand the message correctly
c.
create a message that will be pleasing to the speaker
d.
notice the images and feelings you experience from the message
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20. The five steps of the listening process, in order, are ______________________________.
a.
(1) attending, (2) understanding, (3) remembering, (4) evaluating, (5) responding
b.
(1) remembering, (2) attending, (3) understanding, (4) evaluating, (5) responding
c.
(1) hearing, (2) understanding, (3) remembering, (4) judging, (5) responding
d.
(1) hearing, (2) understanding, (3) judging, (4) remembering, (5) responding
21. The simplest way of moving information from short-term to long-term memory is to:
a.
take notes
b.
create a mnemonic
c.
repeat it
d.
ask a question about it
22. Mnemonic devices are _____________________________________.
a.
skills used to develop supporting material for a message
b.
acts of inference
c.
techniques used to aid the memory
d.
vocabulary-building techniques
23. During the evaluation stage of listening you ______________________.
a.
ask questions
b.
take notes
c.
engage in empathy
d.
separate fact from inference
24. Note-taking is most effective in which of the following contexts?
a.
Deciding what kind of bread to buy at the supermarket
b.
Absorbing information from a lecture
c.
Understanding the procedure for getting on a bus
d.
Meeting new people at a conference
25. Useful notes will usually:
a.
be very long
b.
have no more than three to five main points
c.
have a brief outline
d.
have lots of details
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26. When you are listening to your boss explain an important new procedure for processing data, your best listening aid is
likely to be
a.
arranging the first letters of selected state capitals to spell a word
b.
writing down what appear to the be key ideas of a person’s message
c.
memorizing directions
d.
taking notes in outline form
27. _______________ is the process of critically analyzing what you hear to determine how truthful, authentic, or
believable you judge the message to be.
a.
Remembering
b.
Evaluating
c.
Responding
d.
Empathizing
28. Critical listeners will be able to:
a.
exhibit optimal hearing acuity
b.
distinguish factual statements from inferences
c.
put off judgments on the truth of messages
d.
agree with ideas or plans that violate their own values
29. You notice that the “For Sale” sign on a neighbor’s house is missing. You say, “The Jacksons’ house must have been
sold.” This is an example of
a.
verifying a perception
b.
engaging in projection
c.
drawing an inference
d.
recognizing a fact
30. Chris calls Kelly and says, “Kelly, I’m so sorry. I’m running five minutes late to pick you up for our ballet class.”
Which of the following is a fact about this situation?
a.
Chris and Kelly will be late to ballet.
b.
Chris is late to pick up Kelly.
c.
These women are friends who are taking a ballet class together.
d.
All of these are facts.
31. The statement “Before 1850, several political parties existed” is __________________.
a.
a statement of fact
b.
a generalization
c.
an inference
d.
an opinion
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32. During the remembering state of listening you ___________________.
a.
separate face from inference
b.
repeat information
c.
ask questions
d.
observe nonverbal cues
33. Which of these is an accurate paraphrase of this company policy: “Returns will only be accepted within 60 days of
purchase with a receipt. After 60 days, no returns or exchanges will be made”?
a.
“You can return things within 60 days.“
b.
“No returns will be made without a receipt.”
c.
“You can return things to this store.”
d.
“If you want to return something, you must do so within two months, and you must have your receipt.”
34. A supportive response __________________.
a.
should encourage the other person to talk about a distressing situation
b.
indicates that you think the person is right
c.
is not appropriate after a show of negative feelings
d.
includes a statement that describes your feelings
35. If in response to Gary’s statement “I hope I get the job—it really means a lot to me,” you reply, “I hope you do too—
you’ve shown a great interest in that type of work,” your response would be
a.
paraphrasing
b.
interpreting
c.
supportive
d.
describing behavior
36. Julie tells Deanna that she’s really upset because she may fail her math class. To understand how Julie must feel,
Deanna recalls when she was doing poorly in her Spanish class and how bad she felt. Deanna is engaging in
_________________.
a.
sympathetic responsiveness
b.
perspective taking
c.
empathic responsiveness
d.
using a mnemonic
37. Feedback cues include all of the following except _________________.
a.
nodding
b.
checking your cellphone
c.
frowning
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d.
saying “huh?”
38. In response to Alicia’s statement “I brought all the boxes up to the second floor, and he tells me I didn’t do what I was
supposed to—that really irks me,” which of the following best holds the characteristics of an effective supportive
response?
a.
“Were you supposed to bring them to the basement instead?“
b.
“Maybe he didn’t yell at you. Maybe he just has a loud voice.”
c.
“He’s a real jerk, isn’t he?”
d.
“Yeah, I can understand why you’d be upset.”
39. In response to Traci’s statement “If my mom keeps dropping me off late for work, I’m afraid they are going to fire
me,” which of the following would hold the characteristics of an effective supportive response?
a.
“Are you going to say something to her about it?“
b.
“Well, your mom has been going through a tough time lately.“
c.
“Stop worrying. Your boss isn’t going to fire you.”
d.
“If I were you, I’d start getting a ride from your brother Larry instead.”
40. Which of the following techniques is not likely to help you improve your attending skills
a.
getting physically ready to listen
b.
providing feedback cues
c.
observing nonverbal cues
d.
resisting mental distractions
41. If you want to offer emotional support to your friend, which of the following does your book recommend that you do?
a.
Use supportive responses that encourage the other person to talk about the distressing situation
b.
Try to make it sound like you are not giving advice.
c.
Give a detailed account of a time you experienced something similar.
d.
Emphasize that you are an impartial observer.
42. Your friend says to you, “I failed two of my classes this semester,” as she shows you her report card. Which of the
following statements is a fact?
a.
Your friend is upset about her grades.
b.
Your friend failed two classes.
c.
Your friend did not try very hard this semester.
d.
Your friend is not very smart.
Essay
43. Discuss three methods used during the understanding stage and explain how they may improve one’s listening ability.
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44. Your friend approaches you and tells you that he is really upset because he has applied for several jobs and has had a
couple of interviews, but cannot get a job. He’s worried about the future. Write a supportive response to your friend and
provide him with several suggestions as to what to do next.
45. Your roommate has not been doing her fair share of the chores in your apartment. Using the concepts discussed
throughout the chapter, explain how you would prepare for and execute a conversation with your roommate.