Exam 5: Listening Skills

_____ is often displayed through nonverbal cues (nodding or cocking of the head to one side or the other,smiling,or using paralanguage).

In communication _____ relates to ensuring that verbal messages sent match or are in agreement with the nonverbal cues used.

Individual characteristics or qualities you have may get in the way of listening effectively to a customer.

What is the last phase of the listening process?

_____ is especially important when a language barrier or speech disability is part of a customer's situation.

The first phase in active listening is hearing or receiving the message.

One cannot talk and actively listen at the same time.

Describe the four steps in the listening process.

When a customer calls to complain about a problem,often he or she has already taken unsuccessful steps to solve it.

Zig Ziglar is sometimes called the father of listening. G. Nichols, who is sometimes called the father of listening, data revealed that the average white-collar worker in the United States typically has only about a 25 percent efficiency rate when listening.

Positive approaches to listening to a customer include:

Many companies offer programs to help employees deal with personal and performance issues.These programs are often called ____.

When you are ill,fatigued,in poor physical condition,or not feeling well,listening can suffer.

Which of the following is a personal obstacle that can cause listening breakdown?

Which of the following statements is true of listening?

The brain can comprehend messages delivered at:

The circadian rhythm is not applicable to all people.

_____ is the phase of the listening process in which a listener focuses on a specific sound or message being received from the environment.

The situation of a listener being bombarded with data from many sources is often called ____.

Why is listening important?