Deck 3: Listen to Your Customer a Big Little Thing

Question 1

Describe the physiological and psychological differences between listening and hearing.

Answer 1

See text.

Question 2

The "cocktail party effect"provides a good example of the difference between hearing and listening.

Answer 2

True

Question 3

Describe a "wide asleep"listener.

Answer 3

See text.

Question 4

Which of the following factors does NOT complicate the listening process?

A) environmental
B) interactional
C) external
D) internal

Question 5

One example of an internal factor that complicates the listening process is:

A) overhearing an unknown foreign language.
B) getting distracted by a television program during a conversation.
C) conversing with someone who speaks clearly.
D) a noisy air conditioner in the room during a conversation.

Question 6

Counter-attitudinal advocacy (CAA) is a listening tactic that expresses a position opposite of your own to better understand what the other person is saying.

Question 7

All of the following are examples of how the presence of noise complicates the listening process except:

A) getting distracted by a television program during a conversation.
B) conversing with someone who speaks too quickly.
C) overhearing an unknown foreign language.
D) a noisy air conditioner in the room during a conversation.

Question 8

One example of self-centeredness is:

A) looking for flaws in the other person.
B) thinking you're not as attractive as the other person.
C) thinking the other person has an interesting accent.
D) none of the above

Question 9

In our daily interactions we can find ourselves listening to other people solely for the purpose of finding weakness in their positions so that we can formulate a convincing response.

Question 10

In any conversation, much of what we communicate is:

A) facts.
B) unrehearsed thoughts.
C) unformed opinions.
D) feelings, impressions, and emotions.

Question 11

Women interrupt more frequently than men do in typical conversations.

Question 12

Which of the following reasons is NOT a reason for not seeking clarification in a conversation?

A) We think we can figure the message out on our own, eventually.
B) We don't want to take the time or expend the effort to make sure we understand.
C) We think we will sound uninformed.
D) All of the above

Question 13

The end result of CAA is that you:

A) know more than one fact.
B) have forced yourself to listen to ideas through someone else's biases.
C) have sympathy for another's emotions.
D) have learned empathy for the other speaker.

Question 14

Taking notes during a conversation is:

A) good if you get it word for word.
B) distracting.
C) rude.
D) a good tool for listening.

Question 15

Listening is the only communication skill that is:

A) easily acquired.
B) not natural.
C) not formally taught.
D) really important.

Question 16

Our listening capacity is overburdened if we overload it with too much information.

Question 17

When it comes to listening versus speaking:

A) we speak more than we listen.
B) we listen far more than we speak.
C) people are capable of listening faster than others can talk.
D) there is no correlation.

Question 18

Self-protection means that we:

A) anticipate what we expect to hear.
B) make sure we don't say something stupid.
C) plan responses to protect ourselves.
D) all of the above

Question 19

Changing channels does NOT stem from:

A) thinking we know too much.
B) over-fatigue.
C) finding the conversation dull.
D) finding something new and interesting.