Chp 4

Question 1

A passive physiological activity that occurs when sound waves hit our eardrums

Answer 1

Hearing

Question 2

An active, complex process

Answer 2

Listening

Question 3

List 6 qualities that listening requires

Answer 3

1) being mindful
2) physically receiving the messages
3) selecting and organizing information
4) interpreting communication
5) responding
6) remembering

Question 4

The first step in listening is deciding to be _____

Answer 4

Mindful

Question 5

Being fully engaged in the moment

Answer 5

Mindfulness

Question 6

Name the 2 ways that mindfulness enhances communication

Answer 6

1) increases our understanding of how others feel and think

2) others express themselves in greater depth

Question 7

The second step in listening involves ____ _____ the ____

Answer 7

Physically receiving the message

Question 8

Hearing words and sounds (including reading lips or seeing sign language)

Answer 8

Physically receiving the message

Question 9

List two things that affect physically receiving the message

Answer 9

1) fatigue

2) background noises

Question 10

The third part of listening is ____ and _____ _____

Answer 10

Selecting and organizing material

Question 11

We selectively attend to some messages and disregard others

Answer 11

Selecting and organizing

Question 12

The fourth part of listening is ____ ____

Answer 12

Interpreting communication

Question 13

Putting together all that we have selected and organized to make sense of the overall situation

Answer 13

Interpreting

Question 14

___ ___ approach is critical during interpreting

Answer 14

Person centered

Question 15

The 5th part of listening is ___

Answer 15

Responding

Question 16

Communicating attention and interest as well as voicing our own views

Answer 16

Responding

Question 17

During responding, we need to give ___ and ______ feedback

Answer 17

Verbal and nonverbal

Question 18

The 6th part of listening is ____

Answer 18

Remembering

Question 19

Retaining what you have heard

Answer 19

Remembering

Question 20

We forget about __ of what we hear

Answer 20

2/3

Question 21

Effective listeners retain ___ ___ and ____ ____

Answer 21

Basic ideas

General impressions

Question 22

Name the 2 broad types of obstacles to good listening

Answer 22

1) those external to us

2) those inside us

Question 23

External listening obstacles include what 3 obstacles

Answer 23

1) message overload
2) message complexity
3) environmental distractions

Question 24

Name four obstacles in internal listening

Answer 24

1) preoccupation
2) prejudgment
3) lack of effort
4) failure to accommodate diverse listening styles

Question 25

Name the 6 forms of non listening

Answer 25

1) pseudilistening
2) monopolizing
3) selective listening
4) defensive listening
5) ambushing
6) literal listening

Question 26

Continually focusing communication on ourselves

Answer 26

Monopolizing

Question 27

Focusing on only particular parts of the message

Answer 27

Selective listening

Question 28

Pseudolistening

Answer 28

Pretending to listen

Question 29

Listening for the purpose of attacking

Answer 29

Ambushing

Question 30

Perceiving personal attacks, criticisms, or hostile undertones when no offense is intended

Answer 30

Defensive listening

Question 31

Listening only to the content level of meaning

Answer 31

Literal listening

Question 32

Listen to gain and evaluate information

Answer 32

Informational listening

Question 33

Listen to form opinions, make judgements, or to evaluate people and ideas

Answer 33

Critical listening

Question 34

Listening to support another person or to understand another persons feelings and perceptions

Answer 34

Rational listening

Question 35

Name 4 rational listening skills

Answer 35

1) be mindful
2) suspend judgment
3) understand the others persons perspective
4) express support

Question 36

Name 2 other purposes of listening

Answer 36

1) listening for pleasure

2) listening to discriminate