ACTIVE LISTENING TECHNIQUES

Question 1

Implies perceiving sound

Answer 1

HEARING

Question 2

Understand information with involvement from mind and body

Answer 2

LISTENING

Question 3

Is a passive process

Answer 3

HEARING

Question 4

Is a active process

Answer 4

LISTENING

Question 5

Involves effortless activity

Answer 5

HEARING

Question 6

Requires conscious efforts, concentration and interest

Answer 6

LISTENING

Question 7

Listening Process

Answer 7

Hear - Attend - Understand - respond - Remember -

Question 8

Occurs when sound waves hit the ear.

Answer 8

HEARING

Question 9

involves no deciphering/interpretation.

Answer 9

HEARING

Question 10

Is a prerequisite to listening.

Answer 10

HEARING

Question 11

Filters heard messages, focus on some

Answer 11

ATTENDING

Question 12

Can be heard or can be white noise

Answer 12

ATTENDING

Question 13

Deliver feedback to the speaker

Answer 13

RESPONDING

Question 14

Can be:
Verbal or nonverbal
Paraphrasing
Questions

Answer 14

RESPONDING

Question 15

Recall information from memory

Answer 15

REMEMBERING

Question 16

Builds relationships and trust

Answer 16

REMEMBERING

Question 17

TYPES OF LISTENING

Answer 17

INFORMATIONAL
APPRECIATIVE
CRITICAL
EMPATHETIC

Question 18

-Perceived information
-Requires no criticism or judgement
-Focuses on key points

Answer 18

INFORMATIONAL

Question 19

-Listens for entertainment
-Does not involve analyzing

Answer 19

APPRECIATIVE

Question 20

-Required understanding
-Looks for evidence
-Checks for logical reasoning

Answer 20

CRITICAL

Question 21

-Focuses on the speaker’s emotion
-Allows the listener to see another point of view
-Checks for logical reasoning

Answer 21

EMPATHETIC

Question 22

TYPES OF LISTENER

Answer 22

DETACHED
INVOLVED
ACTIVE
PASSIVE

Question 23

-Avoid making eye contact
-Appears withdrawn
-Lacks enthusiasm
-Seems inattentive, disinterested or bored

Answer 23

DETACHED

Question 24

-Provides some direct eye contact
-Has an alert posture
-Gives the speaker some attention
-Reflects on the message to a degree

Answer 24

INVOLVED

Question 25

-May or may not make eye contact
-Fakes attention
-Uses little energy or effort
-Appears calm and laid back

Answer 25

PASSIVE

Question 26

-Has an alert posture
-Uses direct eye contact
-Gives full attention
-Focuses on what is said
-Participates fully

Answer 26

ACTIVE

Question 27

-Ability of paraphrasing information
-Not interrupting the speaker
-Not formulating a stance until speaker is finished speaking

Answer 27

ACTIVE LISTENING

Question 28

WHY is Active Listening
Important?

Answer 28

-Build relationships
-creates new ways to -approach issues
-Diffuse emotional situations
-Avoids costly errors

Question 29

ACTIVE
LISTERENS WILL:

Answer 29

-Increase productivity
-Improve work relationship
-Improve persuasive and negotiation skills
-Reduce conflict and misunderstanding

Question 30

How to Become an
Active Listener

Answer 30

-pay attention
-Provide positive reinforcement
-Show you are listening
-Provide effective feedback

Question 31

PAY ATTENTION

Answer 31

-Look directly at the speaker
-Be open-minded
-Avoid being distracted
-Focus on what the speaker is saying

Question 32

Show you are Listening

Answer 32

-Paraphrase the speaker’s words
-Ask questions to clarify certain points
-What do you mean when you say ….
-Do not interrupt

Question 33

Provide Positive Reinforement

Answer 33

-Use verbal and non-verbal acknowledgement
-Smile and use other facial expression
-Have an open and inviting posture
-Soften facial expression