Chapter 4

Question 1

listening

Answer 1

the active process of making meaning from another person’s spoken message

Question 2

hearing

Answer 2

the sensory process of receiving and perceiving sounds - listening is about creating meaning from what we hear

Question 3

people-oriented style

Answer 3

a listening style that consists of finding common interests with others and discerning their emotions and interests (Palik listens to his customers, he tries to understand what they are thinking and feeling so he can relate to them effectively)

Question 4

action-oriented style

Answer 4

the listening style that looks for organization and precision (Monica approves her interns filling her in on the week’s activities in a clear, straightforward way and gets frustrated when she can’t understand them)

Question 5

content-oriented style

Answer 5

a listening style that hones in on intellectual challenges (they make him think about his own social and political views)

Question 6

time-oriented style

Answer 6

a listening style that emphasizes efficiency (as emergency room physicians, they rely on quick, short reports of a patient’s condition from paramedics and nurses, and she gets impatient when they take more time than necessary)

Question 7

HURIER model of effective listening

Answer 7

hearing- physically perceiving sound
Understanding- comprehending the words we have heard
remembering- storing ideas in memory
interpreting- assigning meaning to what we have heard
evaluating- judging the speaker’s believability and intentions
responding- indicating that we are listening

Question 8

stonewalling

Answer 8

silence and a lack of expression on your face often signal a lack of interest in what the speaker is saying

Question 9

backchanneling

Answer 9

facial expressions, nods, vocalizations such as “uh-huh,” and verbal statements like “I understand” let the speaker know you’re paying attention

Question 10

paraphrasing

Answer 10

restating in your own words what the speaker has said shows you understand

Question 11

empathizing

Answer 11

conveying to the speaker that you understand and share his or her feelings on the topic demonstrates empathy

Question 12

supporting

Answer 12

expressing your agreement with the speaker’s opinion or point of view is the supportive strategy

Question 13

analyzing

Answer 13

explaining your opinion or describing your experience provides your own perspective on what the speaker has said

Question 14

advising

Answer 14

communicating advice to the speaker about what he or she should think, feel or do is the most active feedback strategy

Question 15

informational listening

Answer 15

listening to learn

Question 16

critical listening

Answer 16

listening with a goal of evaluating or analyzing what is being heard

Question 17

empathic listening

Answer 17

listening that involves trying to identify with the speaker by understanding and experiencing what he/she is thinking or feeling

Question 18

noise

Answer 18

anything that interferes with a receiver’s ability to encode or decode a message

Question 19

pseudolistening

Answer 19

pretending to pay attention to someone but not really listening

Question 20

selective attention

Answer 20

listening only to what we want to hear and ignoring the rest

Question 21

information overload

Answer 21

the state of being overwhelmed by the huge amount of information taken in every day

Question 22

glazing over

Answer 22

actually listening to the speaker, but allowing your mind to drift (daydreaming)

Question 23

rebuttal tendency

Answer 23

the propensity to debate a speaker’s point and formulate a reply while that person is still speaking

Question 24

closed-mindedness

Answer 24

the tendency not to listen to something with which we disagree

Question 25

competitive interrupting

Answer 25

the practice of using interruptions to take control of the conversation