The Art of Listening and Communication

Question 1

Active Listening

Answer 1

The level of listening that requires our highest degree of involvement; listening to help others by using verbal and nonverbal responses to express empathy for the speaker; listening for feelings and emotions.

Question 2

Ambushers

Answer 2

Ineffective listeners who cannot wait to jump into the conversation to disagree with the speaker.

Question 3

Amiable

Answer 3

A communication style characterized by friendliness, cooperation, and patience.

Question 4

Analytic

Answer 4

A communication style characterized by seriousness, logic, and precision.

Question 5

Body Language

Answer 5

Nonverbal body actions such as gestures, body movements, facial expressions, eye behavior, and posture.

Question 6

Bypassing

Answer 6

A communication error that occurs when people interpret words or phrases differently.

Question 7

Closed Questions

Answer 7

Questions that invite precise, brief answers, usually in the form of “Yes” or “No,” such as “Have you been to this destination before?”

Question 8

Connotative

Answer 8

Meaning that is subjective and emotional, like the definitions that exist in the perceptions of our listeners.

Question 9

Defensive Listeners

Answer 9

Ineffective listeners who take practically everything someone else says as a personal attack.

Question 10

Denotative

Answer 10

Meaning that is objective and abstract, like the definitions that exist in the dictionary.

Question 11

Driver

Answer 11

A communication style characterized by independence, efficiency, and decisiveness.

Question 12

Empathy

Answer 12

The ability to imagine another person’s point of view, to project yourself into another person’s situation in an effort to understand his or her thoughts and feelings.

Question 13

Evaluating

Answer 13

The third stage in the listening process, in which we weigh the content of the message, sort fact from opinion, and render a judgment of the value of the message.

Question 14

Expressive

Answer 14

A communication style characterized by enthusiasm, humor, and liveliness.

Question 15

Feedback

Answer 15

All the verbal and nonverbal messages that we send out in response to our partners’ communication; any message, intentional or unintentional, sent by the listener to the speaker.

Question 16

Hearing

Answer 16

A purely physical phenomenon in which sound waves are received by the eardrum.

Question 17

Insensitive Listeners

Answer 17

Ineffective listeners who take everything they hear literally and ignore the tone of voice used by the speaker.

Question 18

Insulated Listeners

Answer 18

Ineffective listeners who hear only those messages that are pleasant, while blocking out messages that are negative or unpleasant.

Question 19

Interpersonal Communication

Answer 19

The exchange of messages and meaning between two people.

Question 20

Interpreting

Answer 20

The second stage in the listening process, in which we assign meaning and importance to the sounds that we hear.

Question 21

Intimate Distance

Answer 21

A speaker-to-receiver zone from 0 to 18 inches that is typically reserved for those whom we know well.

Question 22

Jargon

Answer 22

Specialized terminology used by people who share a similar profession, such as travel.

Question 23

Listening

Answer 23

A deliberate, mental process in which the physical messages are interpreted and understood by the person who receives them; psychological process in which meaning is assigned to what is heard.

Question 24

Netiquette

Answer 24

Rules governing the proper, professional, and polite way to communicate with people online.

Question 25

Nonverbal Communication

Answer 25

All the kinds of human responses not expressed in words.

Question 26

Open Questions

Answer 26

Questions that encourage people to talk, such as “What did you have in mind?” or “How have you enjoyed traveling in the past?”

Question 27

Paraphrasing

Answer 27

Restating for the speaker what you believe is the essence of what has just been said; to reword the meaning of what was said.

Question 28

Perception

Answer 28

The way in which objective data are interpreted by individuals.

Question 29

Personal Distance

Answer 29

A speaker-to-receiver zone of 18 inches to 4 feet that represents the most common distance for communication in the workplace.

Question 30

Public Distance

Answer 30

A speaker-to-receiver zone of 12 feet to limit of sight that is appropriate for public speaking situations.

Question 31

Responding

Answer 31

The fourth stage in the listening process, in which we take action as a result of the message.

Question 32

Selective Listeners

Answer 32

Ineffective listeners who hear remarks only of obvious interest to them and filter out those messages that are not of instant relevance.

Question 33

Selective Perception

Answer 33

The process of seeing what we want to see and hearing what we want to hear.

Question 34

Sensing

Answer 34

The first stage in the listening process, which occurs when sound waves reach our ears and we become aware that someone is trying to communicate with us.

Question 35

Social Distance

Answer 35

A speaker-to-receiver zone of 4 to 12 feet that is usually used for impersonal message exchange.

Question 36

Uptalking

Answer 36

Occurs when we end our sentences in a higher pitch, as if we are asking a question.

Question 37

Verbal Communication

Answer 37

Human responses expressed in words.

Question 38

Verbal Disrupter

Answer 38

Words or phrases tacked on to the end of statements that disrupt the flow from one thought to the next.

Question 39

Verbalized Pause

Answer 39

Occurs when you fill the natural pauses in your speech patterns with sound.