BUS 210-Business Communication, 2e.

BUS 210-Business Communication, 2e. 1) Passive listening means ________. A) focusing attentively on what a speaker says B) hearing information without actively paying attention to ensure understanding C) actively working to understand the information a speaker is providing D) trying to interpret the information presented by a speaker E) responding to a speaker to acknowledge understanding Answer: B Explanation: B) Passive listening means hearing information without actively paying attention to ensure understanding. In business this kind of passive listening can lead to costly mistakes. Classification: Conceptual AASCB: Communication Abilities Objective: 2.1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 2) Which of the following best exemplifies a costly mistake that can be attributed to passive listening? A) forgetting to reorder supplies and having work come to a standstill while you send an employee out to restock B) taking an order so large that your factory has to run costly overtime shifts to meet the production deadline C) failing to proof your report before making copies of it, and having to reprint them all after you realize this and correct the typos D) scheduling two appointments for the same time and having to cancel on one of your clients at the last minute E) mailing out a coupon giving customers 50% off on their orders because you misheard when your boss asked you to create a coupon for 15% off Answer: E Explanation: E) Not listening carefully or taking the time to confirm the information with your boss led to the costly mistake of giving customers a coupon for more than three times the discount your boss intended. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Describe best practices in team and interpersonal communication 1 3) Which of the following is one of the categories of active listening skills? A) describing B) evaluating C) implying D) interrupting E) conveying Answer: B Explanation: B) Active listening is a process of focusing attentively on what a speaker says, actively working to understand and interpret the information, and then responding to acknowledge understanding. Classification: Conceptual AASCB: Communication Abilities Objective: 2.1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 4) The active listening skills used when you listen to the spoken word are ________ when you "listen" to what people say in their writing. A) inapplicable B) equally useful C) much more required D) far less effective E) rarely used Answer: B Explanation: B) Understanding the meaning of an email message can be as difficult as understanding the meaning of a conversation. Classification: Conceptual AASCB: Communication Abilities Objective: 2.1 Difficulty: Easy Learning Outcome: Describe best practices in team and interpersonal communication 5) Which of the following is an environmental hearing distraction? A) a car alarm being set off B) a ringing sound in one's ears after attending a loud concert C) blocked ears due to a cold D) inability to focus due to a migraine E) tinnitus after hearing an explosion Answer: A Explanation: A) Physiological barriers arise from a listener's physical state. An alarm going off is an external distraction in the environment, while all the other choices are physiological. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Discuss the challenges and importance of business communications 2 6) Which of the following is a physiological barrier to hearing? A) car horns and idling engines at an intersection B) conversations in a crowded restaurant C) loud music at an outdoor street fair D) clogged ears after swimming E) loud noise made during construction work Answer: D Explanation: D) Physiological barriers arise from a listener's physical state, so this choice is correct. The other choices are all external distractions. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Discuss the challenges and importance of business communications 7) The key to hearing accurately is focus. Which of the following is recommended for better focus? A) looking at the speaker B) multitasking while listening to what is being said C) discussing the topic with other listeners D) thinking about what has been previously said E) browsing the Internet for similar topics while listening to the speaker Answer: A Explanation: A) Looking at the speaker allows the brain to focus on what is being said. All other options distract you from the speech. Classification: Application AASCB: Analytic Skills Objective: 2.1 Difficulty: Moderate Learning Outcome: Describe best practices in team and interpersonal communication.