Unit 3 Flashcards
What is Active Listening?
The process of fully concentrating, understanding, and responding to what is being said.
Active listening requires attention, understanding, and feedback.
List the features of Active Listening.
- Concentration
- Empathy
- Reflection
- Open-mindedness
- Clarification
Each feature involves specific behaviors that enhance communication.
What is Passive Listening?
The act of hearing a speaker without engaging in the communication process.
It lacks feedback, empathy, or concentration.
List the features of Passive Listening.
- Lack of Engagement
- Distracted Attention
- Minimal Response
These features indicate a superficial approach to listening.
What is a common barrier to Active Listening related to distractions?
External noises or interruptions that divert attention.
Examples include noisy environments or phone alerts.
What does ‘Prejudgment’ refer to in the context of Active Listening barriers?
Forming an opinion before fully hearing the speaker.
This can lead to misunderstandings.
What is one way to overcome barriers to Active Listening?
Maintain Eye Contact
This helps you stay focused and shows attentiveness to the speaker.
True or False: Active listening can lead to better understanding of customer needs.
True
It enhances client interactions by fostering better communication.
How does Active Listening help in conflict resolution?
- Understanding Both Sides
- Reducing Misunderstandings
- Empathy and De-escalation
- Finding Compromise
These roles contribute to better outcomes in conflicts.
What are the steps for summarizing a broadcast?
- Listen Attentively
- Take Notes
- Summarize in Your Own Words
- Check for Understanding
These steps ensure accurate recall of major points.
What should you consider when analyzing a broadcast?
- Identify the Purpose
- Assess the Audience
- Evaluate the Credibility
- Consider Bias
Each aspect helps in understanding the broadcast’s message and context.
Fill in the blank: Active listening involves _______ engagement, while passive listening is _______.
[full] engagement, [non-interactive]
This distinction highlights the effectiveness of active listening.
What are the key points of Active Listening in Professional Interactions?
- Enhances teamwork
- Aids problem-solving
- Builds relationships
These aspects are crucial for effective workplace communication.
List the differences between Active Listening and Passive Listening.
- Engagement: Full vs. Little
- Feedback: Frequent vs. Minimal
- Comprehension: High vs. Low
- Focus: Entirely vs. Divided
This comparison illustrates the effectiveness of active listening.
What is Mental Drift in the context of barriers to Active Listening?
Letting the mind wander during the conversation.
This can lead to missing key points in communication.
