Lesson 13

Question 1

Effective Listening Responses

Answer 1

1. Understanding (paraphrase what the guys’ telling you)
2. Support (Validate, show support)
3. Interpreting
4. Probing (Gettin more info)
5. Evaluating (FeedBacks)
6. Advising
7. Deflecting (Interrupting)

Question 2

Assertiveness

Answer 2

Form of communication which aims at maintaining a balance between one’s
needs and the others’ needs

Question 3

Descriptive

communication

Answer 3

Communication that aims at expressing facts

Question 4

Evaluative

communication

Answer 4

Communication that aims at expressing interpretations and judgment

Question 5

Specific

communication

Answer 5

Communication that refers to a single behavior at one point in time

Question 6

Global

communication

Answer 6

Communication that refers to a general pattern of behavior

Question 7

Problemoriented

communication

Answer 7

Communication that targets the problem behavior

Question 8

Person-oriented

communication

Answer 8

Communication that targets the person as a whole

Question 9

Owned

communication

Answer 9

Communication where the speaker takes the responsibility for his/her
statements (“I think”)

Question 10

Disowned

communication

Answer 10

Communication where the speaker does not take responsibility (“we think, they
think”)

Question 11

Supporting

response

Answer 11

Expression of care, concern, affection and interest

Question 12

Understanding

response

Answer 12

When the listener tries to understand the speaker’s message by actively
listening (paraphrasing, asking for clarification)

Question 13

Interpreting

response

Answer 13

When the listener tries to analyze the speaker’s message

Question 14

Probing

response

Answer 14

When the listener asks questions in order to have more information or invites
the speaker to elaborate on the message

Question 15

Evaluating

response

Answer 15

When the listener gives his/her opinion about the message (“you are right”)

Question 16

Advising

response

Answer 16

When the listener offers a solution to the speaker

Question 17

Deflecting

response

Answer 17

When the listener interrupts the listener or changes the topic of the
conversation

Question 18

Fogging

Answer 18

Admitting and validating the negative aspects of one’s own behavior (if one is
criticized)

Question 19

Negative inquiry

Answer 19

Asking for additional information when receiving a criticism

Question 20

Broken record

Answer 20

Repeating an initial response in the same way in order to limit the quantity of
information given