CHAPTER 5: Listening

MULTIPLE CHOICE

1. People tend to think more highly of individuals who ask them for guidance than those who fumble through on their own. What statement from the text best supports this assertion?
2. People with good listening skills are more likely than others to be hired and promoted.
3. Listening is a leadership skill.
4. Asking for and listening to advice makes you look good.
5. Listening makes you a better friend and romantic partner.
   

Answer: C
Blooms: Understanding

A-head: The Importance of Listening

Objective: 5.1: Summarize the benefits of being an effective listener.

1. Which of the following statements is untrue?
2. Listening skills are among the top five things rated most important by recruiters.
3. Leaders’ speaking skills are always more influential than their listening skills.
4. Good listeners are less likely to be fooled by meaningless remarks.
5. Much of the listening people do is not very effective.

Answer: B

Blooms: Remembering

A-head: The Importance of Listening

Objective: 5.1: Summarize the benefits of being an effective listener.

1. When he goes on a date, Jack gets bored easily and tends to be misunderstood, even though he frequently and loudly voices his opinions. His friend advises that _______________ would make him more attractive to potential partners.
2. speaking more slowly
3. cleaning his ears
4. letting his date do all the talking
5. listening attentively to what his date has to say

Answer: D

Blooms: Understanding

A-head: The Importance of Listening

Objective: 5.1: Summarize the benefits of being an effective listener.

1. According to the textbook, _______________ are typically judged to be appealing and trustworthy.
2. effective listeners
3. interviewees
4. people who pretend to listen
5. leaders

Answer A

Blooms: Understanding

A-head: The Importance of Listening

Objective: 5.1: Summarize the benefits of being an effective listener.

1. Which of these statements best applies to good listening?
2. It is more important to listen when you’re applying for a job than after you’ve got one.
3. It makes people seem more intelligent.
4. It requires discipline and skill.
5. It helps you fumble through any situation.

Answer: C

Blooms: Understanding

A-head: The Importance of Listening

Objective: 5.1: Summarize the benefits of being an effective listener.

1. What are the three most common misconceptions about listening?
2. Hearing and listening are the same, listening is a natural process, and all listeners receive the same message.
3. Hearing is physiological, listening is a natural process, and all listeners receive the same message.
4. Listening is attending, listening is understanding, and listeners are required to respond.
5. Listening is a skill, listening consists of four stages, and all listeners receive the same message.
   

Answer: A
Blooms: Understanding

A-head: Misconceptions About Listening

Objective: 5.2: Outline the most common misconceptions about listening, and assess how successfully you avoid them.

1. The physiological ability to perceive the presence of sounds in the environment is referred to as ________________.
2. listening
3. hearing
4. attending
5. listening fidelity

Answer: B
Blooms: Remembering

A-head: Misconceptions About Listening

Objective: 5.2: Outline the most common misconceptions about listening, and assess how successfully you avoid them.

1. When the brain reconstructs electrochemical impulses into a representation of the original sound and then gives them meaning, this is called ________________.
2. listening
3. hearing
4. attending
5. responding
   

Answer: A
Blooms: Remembering

A-head: Misconceptions About Listening

Objective: 5.2: Outline the most common misconceptions about listening, and assess how successfully you avoid them.

1. Which statement below best explains the difference between listening and hearing?
2. Hearing is the physiological ability to perceive the presence of sounds in the environment and listening occurs when the brain reconstructs these electrochemical impulses into a representation of the original sound and then gives them meaning.
3. Listening is the physiological ability to perceive the presence of sounds in the environment and hearing occurs when the brain reconstructs these electrochemical impulses into a representation of the original sound and then gives them meaning.
4. Listening does not require hearing.
5. People who are deaf cannot hear or listen.
   

Answer: A
Blooms: Analyzing

A-head: Misconceptions About Listening

Objective: 5.2: Outline the most common misconceptions about listening, and assess how successfully you avoid them.

1. Luis thinks that listening is an activity like breathing, which people automatically do well. However, he tends to multitask while he’s on the phone and doesn’t give the callers his full attention. Which myth about listening is Luis likely subscribing to?
2. Listening and hearing are the same thing.
3. Listening is a natural process.
4. All listeners receive the same message.
5. Listening comes easy.
   

Answer: B
Blooms: Understanding

A-head: Misconceptions About Listening

Objective: 5.2: Outline the most common misconceptions about listening, and assess how successfully you avoid them.

1. When you find a joke funny, but your friend hears the same joke without laughing, you are showing that _______________.
2. Listening doesn’t come easy
3. Listening is a natural process
4. Not all listeners receive the same message
5. Your friend is not a good listener

Answer: C

Blooms: Understanding

A-head: Misconceptions About Listening

Objective: 5.2: Outline the most common misconceptions about listening, and assess how successfully you avoid them.

1. The degree to which what a listener understands corresponds with the message the sender attempts to communicate is called ________________?
2. listening
3. hearing
4. attending
5. listening fidelity
   

Answer: D
Blooms: Remembering

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. In _______________ a message, you give observable feedback to the speaker.
2. listening to
3. understanding
4. attending to
5. responding to
   

Answer: D
Blooms: Remembering

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. Through _______________, you make sense of a message.
2. remembering
3. understanding
4. attending
5. responding
   

Answer: B
Blooms: Remembering

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. In _________________ you pay attention to a signal. What you pay attention to depends on your needs, wants, desires, and interests.
2. remembering
3. understanding
4. attending
5. subscribing

Answer: C
Blooms: Remembering

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. Through ________________, you recall previously introduced information.
2. remembering
3. understanding
4. attending
5. subscribing
   

Answer: A
Blooms: Remembering

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. Susan tells Elisabeth about the day she had at work. She goes into detail about many of the things that went wrong, but Elisabeth only remembers that Susan forgot her lunch. What might best explain this?
2. She only remembers a residual message.
3. She only remembers a fractional message.
4. She doesn’t understand.
5. She is showing high-fidelity listening.

Answer: A
Blooms: Understanding

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. Amy is telling Katherine about some relationship issues she’s having. Katherine really understands the feelings Amy is expressing. Katherine’s understanding matches what Amy is saying. What best explains Katherine’s response to Amy?
2. She is engaged in incremental listening.
3. She is engaged in low-fidelity listening.
4. She is engaged in feedback listening.
5. She is engaged in high-fidelity listening.
   

Answer: D
Blooms: Understanding

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. Garrett is a manager of a mid-sized company. He considers himself a good listener. Emilio comes to talk to him about career advancement. Garrett is careful to pay attention to what Emilio says. He repeats back Emilio’s key points to be sure he really gets what he’s trying say. After listening, Garrett gives Emilio feedback. He forgets to write anything down, and can’t recall the whole conversation the next day. What stage of successful listening did Garrett fail to complete?
2. attending
3. remembering
4. understanding
5. responding
   

Answer: B
Blooms: Analyzing

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. Garrett is a manager of a mid-sized company. He considers himself a good listener. Emilio comes to talk to him about career advancement. Garret is careful to pay attention to what Emilio says. He repeats back Emilio’s key points to be sure he really gets what he’s trying say. After listening, Garrett gives Emilio feedback. He forgets to write anything down, and can’t recall the whole conversation the next day. Which part of the description exemplifies attending?
2. He considers himself a good listener.
3. Garrett is careful to pay attention to what Emilio says.
4. He repeats back Emilio’s key points to be sure he really gets what he’s trying say.
5. After listening, Garrett gives Emilio feedback.
   

Answer: B
Blooms: Analyzing

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

1. Which statement below best relates to perceived physical noise?
2. The sound of traffic, music, others’ speech, and the like may interfere with your ability to hear well.
3. You give others a mental brush-off and assume their remarks don’t have much value.
4. Whatever the goal—to have a prospective boss hire you, to convince others to vote for the candidate of your choice, or to describe the way you want your hair cut—the key to success seems to be the ability to speak well.
5. People are most impressed by listeners who ask questions and make supportive statements.
   

Answer: A
Blooms: Understanding

A-head: Listening in a Complex World

Objective: 5.4: Recognize and develop strategies to overcome factors that make it challenging to listen well.

1. We are often wrapped up in personal concerns that seem to be of more immediate importance to us than the messages others send. This indicates the impact of ________________.
2. message overload
3. rapid thought
4. psychological noise
5. physical noise
   

Answer: C
Blooms: Remembering

A-head: Listening in a Complex World

Objective: 5.4: Recognize and develop strategies to overcome factors that make it challenging to listen well.

1. Which choice below is most closely related to rapid thought?
2. Experts suggest that we may listen better if we don’t try to listen every minute.
3. We have a great deal of mental “spare time” to spend while someone is talking.
4. Americans are most impressed by listeners who ask questions and make supportive statements.
5. It’s hard to pay attention to someone else when you’re anticipating an upcoming test or thinking about the wonderful time you had last night.
   

Answer: B
Blooms: Understanding

A-head: Listening in a Complex World

Objective: 5.4: Recognize and develop strategies to overcome factors that make it challenging to listen well.

1. Which choice below best characterizes message overload?
2. The amount of information most people hear every day makes careful listening to everything they hear impossible.
3. We have a great deal of mental “spare time” to spend while someone is talking.
4. A family member tells the same story you’ve heard dozens of times before. You feel obliged to act interested, but your mind is far away.
5. It’s hard to pay attention to someone else when you’re anticipating an upcoming test or thinking about the wonderful time you had last night.
   

Answer: A
Blooms: Understanding

A-head: Listening in a Complex World

Objective: 5.4: Recognize and develop strategies to overcome factors that make it challenging to listen well.

1. Chandra is speaking with Annette about her class project. Annette looks at Chandra while she speaks and nods politely, even though she is thinking of what she’s making for dinner. Chandra begins to talk about what she’s making for dinner and catches Annette’s attention. After a while the conversation continues and Annette thinks about all of the emails she needs to respond to. She knows she has a personal issue she needs to resolve and she can’t get it off her mind. Besides Annette listening to Chandra about what she’s making for dinner, the conversation has not gone well. Which part of this description indicates message overload?
2. Annette looks at Chandra while she speaks and nods politely, even though she is thinking of what she’s making for dinner.
3. Chandra begins to talk about what she’s making for dinner and catches Annette’s attention.
4. After a while the conversation continues and Annette thinks about the emails she needs to respond to.
5. She knows she has a personal issue she needs to resolve and she can’t get it off her mind.
   

Answer: C
Blooms: Analyzing

A-head: Listening in a Complex World

Objective: 5.4: Recognize and develop strategies to overcome factors that make it challenging to listen well.

1. Chandra is speaking with Annette about her class project. Annette looks at Chandra while she speaks and nods politely, even though she is thinking of what she’s making for dinner. Chandra begins to talk about what she’s making for dinner and catches Annette’s attention. After a while the conversation continues and Annette thinks about all of the emails she needs to respond to. She knows she has a personal issue she needs to resolve and she can’t get it off her mind. Besides Annette listening to Chandra about what she’s making for dinner, the conversation has not gone well. Which part of this description indicates psychological noise?
2. Annette looks at Chandra while she speaks and nods politely, even though she is thinking of what she’s making for dinner.
3. Chandra begins to talk about what she’s making for dinner and catches Annette’s attention.
4. After a while the conversation continues and Annette thinks about the emails she needs to respond to.
5. She knows she has a personal issue she needs to resolve and she can’t get it off her mind.
   

Answer: D
Blooms: Analyzing

A-head: Listening in a Complex World

Objective: 5.4: Recognize and develop strategies to overcome factors that make it challenging to listen well.

1. Sheila complained to her friend Mary that her husband, Brad, forgot her birthday. Mary replied, “I can relate to that! My partner always forgets my birthday too.” This exchange likely occurred because ______________________.
2. women tend to disclose similar experiences.
3. women tend to solve or distract.
4. men tend to solve or distract.
5. comforting from a man can feel like disinterest to a woman.
   

Answer: A
Blooms: Understanding

A-head: Gender: Listening and Responding

Objective: 5.5: Distinguish between listening/responding approaches commonly associated with gender.

1. Sheila complained to her friend Thomas that her husband, Brad, forgot her birthday. Thomas replied, “Don’t worry about it.” This exchange likely occurred because _________________________________.
2. women tend to disclose similar experiences.
3. women tend to solve or distract.
4. men tend to solve or distract.
5. comforting from a man can feel like disinterest to a woman.

Answer: C
Blooms: Understanding

A-head: Gender: Listening and Responding

Objective: 5.5: Distinguish between listening/responding approaches commonly associated with gender.

1. According to the textbook, when women dig deep to find a matching experience or emotion to share, this can be one reason why _______________.
2. happiness (as well as dissatisfaction) often feels contagious
3. traditionally, men and women have had different notions about the best way to listen supportively
4. empathy from women can feel like a put-down to men.
5. comforting from a man can feel like disinterest to a woman

Answer: A

Blooms: Understanding

A-head: Gender: Listening and Responding

Objective: 5.5: Distinguish between listening/responding approaches commonly associated with gender.

1. Which of the following pieces of advice is recommended as a way of enhancing awareness of issues related to gender and communication?
2. Always offer a solution or distraction.
3. Understand traditional patterns that may help people avoid the assumption that their way is the only way or the right way to offer comfort.
4. Always respond with matching experiences.
5. Never offer a solution or distraction.

Answer: B

Blooms: Remembering

A-head: Gender: Listening and Responding

Objective: 5.5: Distinguish between listening/responding approaches commonly associated with gender.

1. When Ciara came to her friend Kurt with a problem, he explained exactly what he thought she should do and offered a clear way out of her dilemma. He is frustrated when she blames him for making her feel worse. Which assertion best accounts for this scenario?
2. Women accustomed to social support that focuses on emotions and common experiences may feel that men are being insensitive when they respond with a solution.
3. Women tend to disclose similar experiences as a sign of connectedness and solidarity.
4. Men tend to disclose similar experiences as a sign of connectedness and solidarity.
5. Men rarely focus on emotional connection.

Answer: A

Blooms: Remembering

A-head: Gender: Listening and Responding

Objective: 5.5: Distinguish between listening/responding approaches commonly associated with gender.

1. Listeners that are not able to look beyond the stated words and/or nonverbal cues of a speaker to understand the real meaning are called ________________.
2. defensive listeners
3. selective listeners
4. pseudolisteners
5. insensitive listeners
   

Answer: D
Blooms: Remembering

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

1. Listeners that respond only to the parts of a speaker’s remarks that interest them are called ________________.
2. defensive listeners
3. selective listeners
4. pseudolisteners
5. insulated listeners
   

Answer: B
Blooms: Remembering

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

1. Listeners who are more concerned with making their point than with understanding the speaker are called_________________.
2. ambushers
3. conversational narcissists
4. insulated listeners
5. insensitive listeners

Answer: B
Blooms: Remembering

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

1. Whenever a speaker pauses, Sammy jumps in and starts to talk about himself. Sammy is a ________________.
2. defensive listener
3. selective listener
4. stage hog
5. insulated listener
   

Answer: C
Blooms: Remembering

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

1. Bart often takes innocent remarks as personal attacks and projects his own insecurities on speakers. When Bart’s friend said, “It looks you have a delicious lunch prepared.” Bart replied, “Mind your own business. I can cheat on my diet if I want to!” Bart is a ________________.
2. defensive listener
3. pseudolistener
4. stage hog
5. insulated listener
   

Answer: A
Blooms: Remembering

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

1. Friends have told Marcy that they’ve seen her partner on dates with other people, but Marcy doesn’t seem to hear what they are saying. Marcy is most likely to be ________________.
2. a defensive listener
3. a selective listener
4. a pseudolistener
5. an insulated listener
   

Answer: D
Blooms: Remembering

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

1. Mark’s history professor thinks Mark is always listening to lectures because he makes eye contact, nods, and smiles. In reality, Mark is catching up with friends on Instagram. The professor doesn’t realize that Mark is ________________.
2. a defensive listener
3. a selective listener
4. a pseudolistener
5. an insulated listener
   

Answer: C
Blooms: Remembering

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

1. Kate is speaking with her colleague Roger about her new evening class. Roger looks Kate in the eye and says an occasional word, although he is thinking of a problem he’s having at work. Kate changes the subject to their difficult boss, and Roger is interested. He sympathizes with Kate. Kate likes to confide in Roger. Which part of the description best shows that Roger is a pseudolistener?
2. Roger looks Kate in the eye and says an occasional word, although he is thinking of a problem he’s having at work.
3. Kate changes the subject to their difficult boss, and Roger is interested.
4. He sympathizes with Kate.
5. Kate likes to confide in Roger.

Answer: A
Blooms: Analyzing

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

1. This type of listening is designed to secure information necessary to get a job done.
2. Task-oriented listening
3. Relational listening
4. Analytical listening
5. Critical listening

Answer: A
Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. The goal of _______________ is to fully understand the message.
2. task-oriented listening
3. relational listening
4. analytical listening
5. critical listening
   

Answer: C
Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. The goal of _______________ is to go beyond understanding and analyzing a topic to try to assess its quality.
2. task-oriented listening
3. relational listening
4. analytical listening
5. critical listening
   

Answer: D
Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. The goal this type of listening is to emotionally connect with others.
2. Task-oriented listening
3. Relational listening
4. Analytical listening
5. Critical listening
   

Answer: B
Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Which of the following is a tip for accomplishing the goal of relational listening?
2. Allow enough time.
3. Listen to information before evaluating.
4. Search for value.
5. Examine the speaker’s evidence for reasoning.
   

Answer: A
Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Which of the following is a tip for accomplishing the goal of critical listening?
2. Allow enough time.
3. Listen to information before evaluating.
4. Search for value.
5. Examine the speaker’s evidence and reasoning.

Answer: D
Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Another type of feedback, termed _______________, involves restating in your own words the message you thought the speaker sent, without adding anything new.
2. discussing
3. repeating
4. paraphrasing
5. paragraphing
   

Answer: C
Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Which of the choices below can help in task-oriented listening?
2. Staying tuned in and extracting the main points.
3. Separating the message from the speaker.
4. Encouraging others to say more.
5. Listening for unexpressed thought or feelings.

Answer: A
Blooms: Understanding

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Andrea asks Josh questions to make sure she understands what he’s saying. What type of listening is most closely connected with this tactic?
2. Task-oriented listening
3. Analytical listening
4. Critical listening
5. Inferential listening
   

Answer: A

Blooms: Understanding

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Alex is trying to determine whether the salesman he is speaking to is credible. What type of listening is he engaging in?
2. Task-oriented listening
3. Relational listening
4. Analytical listening
5. Critical listening
   

Answer: D
Blooms: Understanding

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Margaret encourages her students to speak in class. She is trying to be more effective at _______________.
2. task-oriented listening
3. relational listening
4. analytical listening
5. critical listening
   

Answer: B
Blooms: Understanding

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. June is truly bored with her conversation with Ted. She thinks to herself, “Where does he come up with this stuff?” What strategy would benefit June so that she does not make a premature judgment?
2. Listen for information before evaluating.
3. Listen for key ideas.
4. Be cautious about offering advice.
5. Encourage further comments.
   

Answer: A
Blooms: Understanding

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Natasha is listening to Dominick talk about his plans to build his kids a tree house. Although he has been talking for some time, she hasn’t been able to extract the main point. She has asked questions to clarify what he says. She still isn’t sure about what he’s saying, so she repeats what he said to see if she has it right. She makes sure not to judge what he’s saying since she didn’t understand. She decided that she would take notes the next time. Which part of this description exemplifies analytical listening?
2. Although he has been talking for some time, she hasn’t been able to extract the main point.
3. She has asked questions to clarify what he says.
4. She still isn’t sure about what he’s saying, so she repeats what he said to see if she has it right.
5. She makes sure not to judge what he’s saying since she didn’t understand.
   

Answer: D

Blooms: Analyzing

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Raja is having an important conversation with Camille. They’ve been roommates for about six months now and they’re working through some issues. Camille had some friends over on a weeknight and they stayed up after Raja went to bed. Camille asks Raja if they bothered him the night before, to which he responds, “Not much. It was no big deal.” If Camille wants to use effective relational listening, what should she be doing in this situation?
2. She should listen to the information Raja gives before evaluating what he’s saying.
3. She should listen for Raja’s unexpressed thoughts or feelings.
4. She should try to find some value in what Raja is saying.
5. She should evaluate Raja’s credibility.
   

Answer: B
Blooms: Analyzing

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. In ________________, the primary aim is to help the speaker deal with personal dilemmas.
2. task-oriented listening
3. relational listening
4. analytical listening
5. supportive listening
   

Answer: D
Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Before committing yourself to helping another person—even someone in obvious distress—make sure your support is _________________.
2. well-intentioned
3. requested
4. welcome
5. beneficial

Answer: C
Blooms: Remembering 24

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Bernita wants to help Estella, but she knows she gets defensive when people try to be supportive, so she waits until she knows her support will definitely be welcome. Which recommended tactic did Bernita employ?
2. Consider when and how to help.
3. Be cautious about offering advice.
4. Avoid being judgmental.
5. Encourage further comments.
   

Answer: A
Blooms: Analyzing

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. Which statement below characterizes how supportive listening is different from relational listening?
2. Relational listening includes emotional connection and supportive listening does not.
3. Relational listening includes encouragement and supportive listening does not.
4. Relational listening is affected by psychological noise and relational listening is not.
5. Relational listening helps the listener connect to the speaker and supportive listening aims to help the speaker deal with personal dilemmas.
   

Answer: D
Blooms: Understanding

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

1. The textbook reminds readers that even the most boring instructors, the most idiotic relatives, and the most demanding bosses occasionally make good points. What fact about effective listening does this underline?
2. Most people are guilty of judging a speaker’s ideas before they completely understand them.
3. It’s important to separate the message from the speaker.
4. People don’t always say what’s on their minds.
5. Effective listening comes in many forms, each with particular goals and techniques.

Answer: B

Blooms: Remembering

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful

listening.

SHORT ANSWER

59. What are the three common misconceptions about listening?

Answer: hearing and listening are the same; listening is a natural process; and all listeners receive the same message.

A-head: Misconceptions About Listening

Objective: 5.2: Outline the most common misconceptions about listening and assess how successfully you avoid them.

60. What are the six stages of successful listening?

Answer: hearing; understanding; remembering; interpreting; evaluating; and responding.

A-head: The Listening Process

Objective: 5.3: Describe how each stage in the listening process influences your ability to send and share messages.

61. List five listening hazards, or challenges to listening well.

Answer: message overload; rapid thought; psychological noise; physical noise; cultural differences

A-head: Listening in a Complex World

Objective: 5.4: Recognize and develop strategies to overcome factors that make it challenging to listen well.

62. List four of the seven faulty listening behaviors.

Answer: Any four from among: pretending to listen; tuning in and out; acting defensively; avoiding the issue; ignoring underlying issues; being self-centered; talking too much.

A-head: Hurtful Listening Habits

Objective: 5.6: Identify and manage faulty listening habits that can hurt others and damage relationships.

63. Name five types of listening.

Answer: relational listening; supportive listening; task-oriented listening; analytical listening; critical listening.

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

ESSAY QUESTIONS

64. Identify and explain benefits of being an effective listener.

Main point: Listening well has substantial payoffs.

Answers must include:
a) People with good listening skills are more likely than others to be hired and promoted.
b) Listening is a leadership skill.
c) Good listeners are not easily fooled.

d) Asking for and listening to advice makes you look good.

e) Listening makes you a better friend and romantic partner.

Answers may include:
a) Good listeners are popular with employers and with customers and clients.
b) Leaders’ listening skills are often more influential than speaking skills.

A-head: The Importance of Listening

Objective: 5.1: Listening well takes discipline and skill, but the payoffs are substantial in terms of personal growth and career success.

65. What is message overload? Explain.

Main point: The current deluge of communication has made the challenge of attending tougher than at any time in human history.

Answers must include:
a) This form of overload occurs when we encounter more information than we can effectively listen to each day.
b) It is one challenge or hazard to listening well.
c) Overload may include face-to-face messages, phone calls, emails, tweets, texts, chats, and more.

Answers may include:
a) Turning communication technology off can help avoid communication overload.

b) It helps to send clear and brief emails with specific subject lines.

c) It is wise to think twice before sharing trivial information with everyone you know.

A-head: Listening in a Complex World

Objective: 5.4: Recognize and develop strategies to overcome factors that make it challenging to listen well.

66. What are the advantages of understanding the particular ways men and women tend to communicate with each other?

Main point: Although gender roles continually evolve, understanding traditional patterns may help people avoid the assumption that their way is the only way or the right way to offer comfort.

Answers must include:

1. Women tend to disclose similar experiences.
2. Men tend to solve or distract.
3. Empathy from women can feel like a put-down to men.
4. Comforting from a man can feel like disinterest to a woman.

Answers may include:

1. The result of gender-based perspectival differences is often mutual frustration.
2. Awareness can help.

A-head: Gender: Listening and Responding

Objective: 5.5: Distinguish between listening/responding approaches commonly

associated with gender.

67. What is the purpose of critical listening, and how should you assess the speaker?

Main point: The goal of critical listening is to go beyond understanding and analyzing a topic to try and assess its quality.

Answers must include:
a) The goal of critical listening is to go beyond understanding and analyzing a topic to try and assess its quality.
b) It is especially vital in today’s media environment, in which many messages are slanted or inaccurate.
c) When critical listening is appropriate, it’s a good idea to examine the speaker’s evidence and reasoning, evaluate the speaker’s credibility, and assess the speaker’s emotional appeals.

Answers may include:
a) Outrageous and untrue assertions are rampant.
b) Consider whether the speaker has intentional or unintentional bias.
c) It’s a mistake to let yourself be swayed by emotion when the logic of a point isn’t sound.

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.

68. What is analytical listening and how is it beneficial?

Main point: Analytical listening can help the listener gain a full understanding of the message.

A-head: Types of Listening

Answers will vary, must include:
a) Analytical listening is undertaken to gain the full understanding of the message.
b) Analytical listening helps the listener explore ideas or issues from a variety of perspectives in order to comprehend them as fully as possible.
c) Analytical listening is particularly valuable when issues are complicated.

Answers will vary, may include:
a) Analytical listening helps the listener avoid judging a speaker’s ideas before they are understood.
b) Separating the speaker from the message can help the listener find value in the message.

c) You can find value in even the worst situations.

A-head: Skills for Different Types of Listening

Objective: 5.7: Adapt listening behaviors to specific situations and engage in mindful listening.