CHAPTER 3 ans - Chapter 3 Workplace Listening and Nonverbal...

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Chapter 3 Workplace Listening and Nonverbal Communication 1. Select the most accurate statement. a. Listening skills are an important part of customer service. b. Skills such as listening, writing, and speaking often determine career success. c. Workers are most satisfied when they feel that management listens to their concerns. d. All of the above. REF: p. 54 2. Business executives spend the greatest share of their communication time a. reading. b. listening. c. speaking. d. writing. REF: p. 54 3. Experts say that we listen at an efficiency rate of a. 25 percent. b. 77 percent. c. 50 percent. d. 10 percent. REF: p. 54 4. Several factors may cause poor listening habits. Which of the following is not one of these factors? a. Lack of training b. Large number of competing sounds and stimuli in our lives c. Physical hearing disability d. Ability to process speech faster than others can speak REF: p. 54 5. When listening to your superior on the job, a. never convey your ignorance by asking “dumb” questions to clarify instructions. b. show your interest by leaning forward. c. feel free to answer the phone if you receive a call. d. rely on your memory for the details rather than take notes.
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REF: p. 55 6. Asha spends a lot of time listening to her colleagues. She is always careful to judge and evaluate what she hears to determine whether it’s fact, fiction, or opinion. Asha is engaging in. a. discriminative listening. b. critical listening. c. lag time. d. efficiency listening. REF: p. 55 7. You are chairing a task force and a conflict has arisen. You want to let the members involved in the conflict 矛矛 vent their feelings without interruption. You should practice the ________ listening strategy. . a. reflecting b. Lagging c. Dampening 矛矛 d. Redirecting REF: p. 55 8. One of your colleagues has gotten off track at a meeting. You say, “That’s an interesting comment, but what are your suggestions for improving customer service?” You are using the ___________ listening strategy. a.
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CHAPTER 3 ans - Chapter 3 Workplace Listening and Nonverbal...

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