NCTI 2-3 questions with correct answers

Joseph is listening to Brenda, his direct report, talk about her interactions with a difficult client, yesterday. Brenda says, "I know my customer wasn't happy with our product but he really took out his frustration on me. He assumed I was the reason for his discomfort and spent ten minutes berating me to my face with accusations, swearing, intimidating gestures and even threats to try to have me fired. It was terrible." How can Joseph respond to Brenda to practice effective communication? Answer Lean in toward her and keep eye contact. Ask clarifying questions to better understand what she thinks about how the situation went and how she feels about it. Communicate compassion by saying something like, "I'm sorry this happened to you. Dealing with customers like this one is so hard and can be really upsetting." Why is listening important? Answer It enables us to resolve differences, build trust, and create environments where creative ideas can flourish. It lessens and relieves interpersonal conflict. It increases productivity as everyone understands their common mission in a similar way. It helps people to feel valued and understood, which empowers them to bring their best to the job at hand. Why is active listening better than interested listening? Answer Active listening understands the meaning of the other person's message while interested listening assumes you've understood corre