21. Cognitive psychologists have found that email alerts, IMs, and notifications of text messages
do not undermine the ability to listen mindfully for those who are accustomed to
multitasking.
a. True
b. False
22. Ambushing involves listening carefully.
a. True
b. False
23. The physiological activity of hearing is a passive process.
a. True
b. False
24. While Matthew was listening to the political candidates to determine which was worthy of
his vote, he was engaged in relational listening.
a. True
b. False
25. Ambushing involves perceiving personal attacks, criticisms, or hostile undertones in
communication when no offense is intended.
a. True
b. False
26. Mindfulness is important to informational, critical, and relational listening.
a. True
b. False
27. Sally is having trouble following a speaker who is using detailed technical terms and
complex sentences and thus tunes him out, which is an example of an internal obstacle to
listening.
a. True
b. False
28. Conversational rerouting is one of the most effective ways to deal with ineffective listeners.
a. True
b. False
29. Literal listening is an effective form of listening because it focuses primarily on the content
of the message.
a. True
b. False
30. Use of minimal encouragers is an effective way to help understand others when listening.
a. True
b. False
31. Use of minimal encouragers is an active listening technique intended to clarify another’s
meaning or needs.
a. True
b. False
32. Interrupting often occurs in combination with conversational rerouting.
a. True
b. False
33. One way to remember important information is to use mnemonic devices.
a. True
b. False
Fill-in-the-Blank Items
34. ____________________ is a physiological process that occurs when sound waves hit the
human ear.
35. ____________________ is an active, complex process that includes being mindful,
physically receiving messages, selecting and organizing information, interpreting
communication, responding, and remembering.
36. ____________________ is communicating interest and attention as well as voicing our own
views when that is appropriate.
37. When we pretend to listen, although our minds are elsewhere, we are engaging in
____________________.
38. Listening only to the content level of meaning and ignoring the relationship level of meaning
is called ____________________.
39. ____________________ involves perceiving personal attacks, criticism, or hostile overtones
in communication when no offense is intended.
40. When a listener is listening carefully for the purpose of attacking a speaker, the listener is
engaging in ____________________.
41. Jess needs to remember the order of operations in mathematics: Parentheses, Exponents,
Multiplication, Division, Addition, Subtraction. She learns the phrase, “Please Excuse My
Dear Aunt Sally,” in which the first letter of each word of the phrase corresponds with the
first letter of the words she must remember. Jess is using a(n) ____________________.
42. Responses, such as “Tell me more,” “Really?” and “Go on,” that a listener makes to the
speaker’s thoughts and feelings are called ____________________.
43. The first step in listening is being fully engaged in the moment, or ____________________.
44. ____________________ is the part of the listening process that involves making sense out of
what a person says.
45. ____________________ may occur when communication takes place simultaneously in two
or more channels.
Essay Items
46. Your textbook describes six types of nonlistening. Note and define the two types that you
engage in the most often. Then, provide a specific, personal example of each of the two types
you chose. Finally, note one thing you can do to improve each type of nonlistening in which
you engage.
47. There are many obstacles to effective listening. What two keep you from listening the most
effectively? Give an example of each and suggest one way that you can improve on each of
the two types you have described.
48. A classmate is having trouble retaining information from his psychology class lectures. What
advice would you give him to improve his listening and information retention?
TEST ITEMS ANSWER KEY
Multiple Choice Items
1. Only eight hours after physically receiving a message, most people remember only about
what amount of the message?
2. Elliot is having trouble listening effectively in his political science class. The professor has
been presenting information quickly while simultaneously flipping through an abundance of
PowerPoint slides containing complex statistical data. Elliot doesn’t know where to focus his
energies. This is an example of
3. As soon as the news program begins an interview with the President of the United States,
Dolores quits paying attention and she mumbles to herself, “I already know everything he has
to say and I don’t want to hear it again.” Dolores’s ability to listen is being hindered by
4. While visiting her parents on a break from school, Deena doesn’t pay attention to much of
what they say. She lets much of their communication just come in one ear and out the other
without her ever listening. However, when her mother mentions going shopping to get some
new clothes and good novels for Deena to take back to school, Deena listens attentively. This
is an example of
5. Mary is studying for her final exams and is quite stressed about getting good grades. Her
roommate Anne asks, “Have you finished studying yet?” Mary gets offended and verbally
attacks Anne by saying, “Get off my case. I’m doing the best I can to prepare.” Anne replies,
“Sorry, Mary, I was just checking to see how you were doing.” Mary’s dialogue to Anne
could be viewed as
6. Randy says “I am really bummed out about not getting any job offers.” His roommate Lance
responds, “Sounds as if you’re feeling pretty low about the response so far.” Lance‘s
communication is an example of
7. While listening to her friend Bill, Judy occasionally says, “tell me more” or “that’s
interesting; go on.” These are examples of what type of communication to demonstrate
interest and attentiveness?
8. What are the two ways that mindfulness can enhance communication?
9. David had his laptop open, checking out his favorite websites. His mother calls, and during
the conversation, he answers by saying, “ummm hmmm,” “yeah,” “sure,” “ummm hmmm,”
all because he is really focused on the websites. David is engaged in
10. All of the following are part of the listening process EXCEPT
11. Listening to enrich our lives so that we can enjoy conversations and music while not
concentrating on organizing and remembering is what type of listening?
12. When we listen to a friend’s worries, let a romantic partner tell us about problems, counsel a
coworker, or talk with a parent about health concerns, we are engaging in
13. When doctors listen with a stethoscope to diagnose heart functioning of chest congestion,
they are engaging in which type of listening?
relational listening
14. Kyla says to Diane, “I’m so stressed about my grad school applications. I haven’t heard back
from any of the schools.” Diane interjects stating, “Oh well, life will be fine, and you don’t
have to stress or talk about it anymore. I am so over hearing about those
applications!” Which of these is Diane doing?
15. A noisy room is an example of what obstacle to listening?
16. A neighbor asks Charles how the family is doing. There have been some family problems.
Charles takes offense, thinking that the neighbor is prying into personal business. Charles is
engaging in
True-False Items
17. We spend more time listening than we do talking.
18. Our ability to receive messages may decline when we are fatigued.
19. Both rerouting and diversionary interrupting are the antithesis of good listening.
20. Deciding to be mindful is the first step in listening and the foundation of all other steps.
21. Cognitive psychologists have found that email alerts, IMs, and notifications of text messages
do not undermine the ability to listen mindfully for those who are accustomed to
multitasking.
22. Ambushing involves listening carefully.
23. The physiological activity of hearing is a passive process.
24. While Matthew was listening to the political candidates to determine which was worthy of
his vote, he was engaged in relational listening.
25. Ambushing involves perceiving personal attacks, criticisms, or hostile undertones in
communication when no offense is intended.
26. Mindfulness is important to informational, critical, and relational listening.
27. Sally is having trouble following a speaker who is using detailed technical terms and
complex sentences and thus tunes him out, which is an example of an internal obstacle to
listening.
28. Conversational rerouting is one of the most effective ways to deal with ineffective listeners.
29. Literal listening is an effective form of listening because it focuses primarily on the content
of the message.
30. Use of minimal encouragers is an effective way to help understand others when listening.
31. Use of minimal encouragers is an active listening technique intended to clarify another’s
meaning or needs.
32. Interrupting often occurs in combination with conversational rerouting.
33. One way to remember important information is to use mnemonic devices.
Fill-in-the-Blank Items
34. ____________________ is a physiological process that occurs when sound waves hit the
human ear.
35. ____________________ is an active, complex process that includes being mindful,
physically receiving messages, selecting and organizing information, interpreting
communication, responding, and remembering.
36. ____________________ is communicating interest and attention as well as voicing our own
views when that is appropriate.
37. When we pretend to listen, although our minds are elsewhere, we are engaging in
____________________.
38. Listening only to the content level of meaning and ignoring the relationship level of meaning
is called ____________________.
39. ____________________ involves perceiving personal attacks, criticism, or hostile overtones
in communication when no offense is intended.
40. When a listener is listening carefully for the purpose of attacking a speaker, the listener is
engaging in ____________________.
41. Jess needs to remember the order of operations in mathematics: Parentheses, Exponents,
Multiplication, Division, Addition, Subtraction. She learns the phrase, “Please Excuse My
Dear Aunt Sally,” in which the first letter of each word of the phrase corresponds with the
first letter of the words she must remember. Jess is using a(n) ____________________.
42. Responses, such as “Tell me more,” “Really?” and “Go on,” that a listener makes to the
speaker’s thoughts and feelings are called ____________________.
43. The first step in listening is being fully engaged in the moment, or ____________________.
44. ____________________ is the part of the listening process that involves making sense out of
what a person says.
45. ____________________ may occur when communication takes place simultaneously in two
or more channels.
Essay Items
46. Your textbook describes six types of nonlistening. Note and define the two types that you
engage in the most often. Then, provide a specific, personal example of each of the two types
you chose. Finally, note one thing you can do to improve each type of nonlistening in which
you engage.
47. There are many obstacles to effective listening. What two keep you from listening the most
effectively? Give an example of each and suggest one way that you can improve on each of
the two types you have described.
48. A classmate is having trouble retaining information from his psychology class lectures. What
advice would you give him to improve his listening and information retention?