The Art of listening and communicating

Question 1

Perception

Answer 1

refers to how objective data is interpreted by individuals

Question 2

selective perception

Answer 2

see what we want to see and hear what we want to hear

Question 3

4 communication styles

Answer 3

1. the driver
2. the analytic
   3 the expressive
   4 the amicable

Question 4

the driver

Answer 4

Characteristics:
Decisive, Intense, Independent, Deliberate, Efficient, Achieving

Key Behaviors:
Direct eye contact
Purposeful and quick movements
Forceful and fast-paced speech
Direct, bottom-line language

Question 5

The Expressive

Answer 5

Characteristics:
Outgoing, Humorous, Enthusiastic, Gregarious, Persuasive, Lively

Key Behaviors:
Rapid hand and arm gestures
Quick, animated speech
Wide range of facial expressions
Persuasive language

Question 6

The analytic

Answer 6

Characteristics:
Serious, Logical, Well-organized, Factual, Systematic, Reserved

Key Behaviors:
Little facial expression
Controlled movements with slow gestures
Little inflection in voice
Precise and detailed language

Question 7

The amiable

Answer 7

Characteristics:
Cooperative, Patient, Friendly, Relaxed, Supportive, Trusting

Key Behaviors:
Friendly facial expression
Frequent eye contact
Slow, soft speech with moderate inflection
Supportive and encouraging language

Question 8

Denotative

Answer 8

meanings are objective and abstract, the definitions that exist in the dictionary.

Question 9

Connotative

Answer 9

meanings are subjective and emotional, the definitions that exist in the perceptions of our listeners

Question 10

bypassing

Answer 10

even when we do choose our words carefully and think we understand each other, we entirely miss each other’s meaning

Question 11

Verbal disrupters

Answer 11

usually are tacked on to the end of statements and disrupt the flow from one thought to the next, you know?

Question 12

verbalized pause

Answer 12

occurs when you fill the natural pauses in your speech patterns with sound. So, uh, your clients and, um,

Question 13

Uptalking

Answer 13

happens when we end our sentences in a higher pitch, as if we were asking a question

Question 14

listening

Answer 14

is a psychological process in which meaning is assigned to what is heard.

Question 15

hearing

Answer 15

a physical process in which sound waves are received by the eardrum

Question 16

Ineffective listening styles

Answer 16

Selective listener, only what matters to them
Insulated listener, only what is pleasant to them
Defensive listener, take everything as personal attack
The ambusher,can’t wait to jump into the conversation to disagree with you
The insensitive listener, take everything they hear literally and ignore the tone of voice used by the speaker.