Interpersonal Communication Relating to Others 6th Canadian Edition By Steven A. Beebe – Test Bank

Complete Test Bank With Answers

 

 

Sample Questions Posted Below

 

Chapter 5   Listening and Responding Skills

5-1) Which type of communication activity do we spend the most time doing?

A) speaking

B) reading

C) writing

D) listening

Answer:  D

Type: MC Page Ref: 113

Skill:  Recall

Difficulty:  Level 1

5-2) Typical North Americans spend how much of their communication time each day listening to others?

A) 9%

B) 30%

C) 45%

D) 16%

Answer:  C

Type: MC Page Ref: 113

Skill:  Recall

Difficulty:  Level 1

5-3) The communication activity in which people receive most of their training is

A) listening.

B) reading.

C) writing.

D) speaking.

Answer:  C

Type: MC Page Ref: 113

Skill:  Recall

Difficulty:  Level 1

5-4) Listening is defined as

A) the physiological process of decoding sounds.

B) the process of sorting through various sounds competing for your attention.

C) the process of focusing on a particular sound or message.

D) the process of selecting, attending to, understanding, and remembering verbal and nonverbal messages.

Answer:  D

Type: MC Page Ref: 113

Skill:  Recall

Difficulty:  Level 1

5-5) The physiological process of decoding sounds is

A) hearing.

B) responding.

C) listening.

D) attending.

Answer:  A

Type: MC Page Ref: 113

Skill:  Recall

Difficulty:  Level 1

5-6) What occurs when sound vibrations reach your eardrum, buzz the middle ear bones, and are translated into electrical impulses?

A) selecting

B) hearing

C) listening

D) responding

Answer:  B

Type: MC Page Ref: 113

Skill:  Recall

Difficulty:  Level 1

5-7) When you sort through all the various sounds competing for your attention, you are

A) responding.

B) attending.

C) hearing.

D) selecting.

Answer:  D

Type: MC Page Ref: 113-114

Skill:  Recall

Difficulty:  Level 1

5-8) You are selecting when

A) out of all the people talking in the restaurant, you focus on the words of the person with whom you are sharing a table.

B) out of everything your partner says, you focus only on the comments that relate to your food.

C) based on everything your partner says, you conclude the meal is good.

D) you remember that your partner usually enjoys the food at this restaurant.

Answer:  A

Type: MC Page Ref: 113-114

Skill:  Applied

Difficulty:  Level 2

5-9) When we are attending, we are

A) sorting through all the various sounds competing for our attention.

B) focusing on a particular sound or message.

C) assigning meaning to messages.

D) recalling information that has been communicated.

Answer:  B

Type: MC Page Ref: 114

Skill:  Recall

Difficulty:  Level 1

5-10) You are sitting in Professor McLean’s class listening to a lecture, when you hear the student behind you talking to her friend about the party to be held at Jake’s this Friday. As you sit there taking in details about the party, you are drawn back to Professor McLean when you hear, “And that is what will be on the test Friday.” Which stage of the listening process is reflected at the point where you return to hearing what the professor is saying?

A) selecting

B) attending

C) remembering

D) responding

Answer:  B

Type: MC Page Ref: 114

Skill:  Applied

Difficulty:  Level 2

5-11) We are more likely to ________ information featuring humour, new ideas, or real or concrete things.

A) select

B) attend to

C) understand

D) remember

Answer:  B

Type: MC Page Ref: 114

Skill:  Recall

Difficulty:  Level 1

5-12) The process of understanding is defined as

A) sorting through all the various sounds competing for our attention.

B) focusing on a particular sound or message.

C) assigning meaning to messages.

D) recalling information that has been communicated.

Answer:  C

Type: MC Page Ref: 114

Skill:  Recall

Difficulty:  Level 1

5-13) You cannot follow the theory of supply and demand until your economics professor relates it to the price of diamond rings. Which part of the listening process has occurred?

A) attending

B) selecting

C) understanding

D) responding

Answer:  C

Type: MC Page Ref: 114

Skill:  Applied

Difficulty:  Level 2

5-14) If individuals can relate what they are hearing to something with which they are familiar, and if there is similarity between the individuals who are communicating, the chances are greater that which part of the listening process will occur?

A) attending

B) selecting

C) remembering

D) understanding

Answer:  D

Type: MC Page Ref: 114

Skill:  Recall

Difficulty:  Level 1

5-15) When you repeat an assignment to a classmate who was absent from today’s lecture, you are engaging in which part of the listening process?

A) selecting

B) remembering

C) attending

D) understanding

Answer:  B

Type: MC Page Ref: 115

Skill:  Applied

Difficulty:  Level 2

5-16) We confirm that we are listening by

A) responding.

B) hearing.

C) understanding.

D) selecting.

Answer:  A

Type: MC Page Ref: 115

Skill:  Recall

Difficulty:  Level 1

5-17) When we remember, we are

A) assigning meaning to messages.

B) recalling information.

C) sorting through competing sounds.

D) confirming we understand the message.

Answer:  B

Type: MC Page Ref: 115

Skill:  Recall

Difficulty:  Level 1

5-18) When you read the interpersonal communication text just before you take your exam, you are depending on which type of memory to get you through the exam?

A) long-term memory

B) focusing on a message

C) short-term memory

D) empathy

Answer:  C

Type: MC Page Ref: 115

Skill:  Applied

Difficulty:  Level 2

5-19) We store almost all the information we hear in our

A) memory.

B) long-term memory.

C) hearing.

D) short-term memory.

Answer:  D

Type: MC Page Ref: 115

Skill:  Recall

Difficulty:  Level 1

5-20) Every year on your birthday, your parents recount the details of the day you were born. The event is stored in your parents’

A) left brain.

B) right brain.

C) short-term memories.

D) long-term memories.

Answer:  D

Type: MC Page Ref: 115

Skill:  Applied

Difficulty:  Level 2

5-21) In your long-term memory, you are most likely to store

A) things of fleeting significance.

B) only items of significance.

C) both insignificant and vital information.

D) a telephone number you have just heard.

Answer:  C

Type: MC Page Ref: 115

Skill:  Recall

Difficulty:  Level 1

5-22) The purpose of responding is to

A) select the message on which you will focus.

B) assigning meaning to messages.

C) let others know you understood their messages.

D) choose the part of a message on which you’ll focus.

Answer:  C

Type: MC Page Ref: 115

Skill:  Recall

Difficulty:  Level 1

5-23) Responses can be accomplished

A) verbally, but not nonverbally.

B) nonverbally, but not verbally.

C) neither verbally nor nonverbally.

D) either verbally or nonverbally.

Answer:  D

Type: MC Page Ref: 115

Skill:  Recall

Difficulty:  Level 1

5-24) Which stage of the listening process is involved when you focus your eyes on your friend, nod your head, and mumble “uh-huh” occasionally as he speaks?

A) selecting

B) remembering

C) attending

D) responding

Answer: D

Type: MC Page Ref: 115

Skill:  Applied

Difficulty:  Level 2

5-25) A listener who is comfortable with and skilled at listening to people’s feelings and emotions is 

A) a time-oriented listener.

B) an action-oriented listener.

C) a content-oriented listener.

D) a people-oriented listener.

Answer:  D

Type: MC Page Ref: 116

Skill:  Recall

Difficulty:  Level 1

5-26) A listener who prefers information that is well organized, brief, and error-free is 

A) a people-oriented listener.

B) a time-oriented listener.

C) a content-oriented listener.

D) an action-oriented listener.

Answer:  D

Type: MC Page Ref: 117

Skill:  Recall

Difficulty:  Level 1

5-27) When you are listening critically to a sales associate explaining the differences between two computers, one of which you intend to purchase, which listening style would be the most desirable to use?

A) action-oriented

B) time-oriented

C) content-oriented 

D) people-oriented

Answer:  C

Type: MC Page Ref: 117

Skill:  Applied

Difficulty:  Level 2

5-28) An individual who can hone in on the facts, details, and evidence in a message has a listening style called

A) action-oriented.

B) time-oriented.

C) content-oriented.

D) people-oriented.

Answer:  C

Type: MC Page Ref: 117

Skill:  Applied

Difficulty:  Level 2

5-29) If you tend to question the ideas and assumptions underlying a message rather than taking it at face value your preferred listening style is

A) action-oriented.

B) time-oriented.

C) content-oriented.

D) people-oriented.

Answer:  A

Type: MC Page Ref: 116-117

Skill:  Recall

Difficulty:  Level 1

5-30) Bob and Jim are long-time friends who meet regularly on Saturday mornings for a coffee at Starbucks. This Saturday, Jim talks about the birth of his first son and how that will change life with his wife. Bob is probably 

A) an action-oriented listener.

B) a time-oriented listener.

C) a content-oriented listener.

D) a people-oriented listener.

Answer:  D

Type: MC Page Ref: 116

Skill:  Applied

Difficulty:  Level 2

5-31) Your boss says to you, “Just give me what I need to start the next phase of the job.” Your boss is

A) an action-oriented listener.

B) a time-oriented listener.

C) a content-oriented listener.

D) a people-oriented listener.

Answer:  B

Type: MC Page Ref: 117

Skill:  Applied

Difficulty:  Level 2

5-32) The job of a stock trader is high pressure and fast paced. A stock trader is probably

A) an action-oriented listener.

B) a time-oriented listener.

C) a content-oriented listener.

D) a people-oriented listener.

Answer:  B

Type: MC Page Ref: 117

Skill:  Applied

Difficulty:  Level 2

5-33) You listen to a friend describe an eventful day. Your response, “That was a frustrating day,” indicates you are

A) a people-oriented listener.

B) a time-oriented listener.

C) an action-oriented listener.

D) a content-oriented listener.

Answer:  A

Type: MC Page Ref: 116

Skill:  Applied

Difficulty:  Level 2

5-34) Sandeep is telling his colleague Julia about a project he is working on. He includes a lot of anecdotes and asides. Julia feels impatient, sneaks looks at her watch, and thinks to herself “Why can’t he just get to the point?” Julia is probably 

A) a content-oriented listener. 

B) a time-oriented listener.

C) an action-oriented listener.

D) a people-oriented listener. 

Answer: C

Type: MC   Page Ref: 116-117

Skill: Applied

Difficulty: Level 2 

5-35) After 24 hours, we forget __________ of what was said.

A) a third

B) a quarter

C) more than half

D) a fifth

Answer:  C

Type: MC Page Ref: 118

Skill:  Recall

Difficulty:  Level 1

5-36) When communicating with others in close relationships

A) we tend to put extra effort into our listening.

B) we take listening shortcuts.

C) we alternate quickly between speaking and listening.

D) we do not differ between listening to friends and strangers.

Answer:  B

Type: MC Page Ref: 118

Skill:  Recall

Difficulty:  Level 1

5-37) When listeners are focused on their own needs rather than those of the speaker, the message is about them. When the speaker has difficulty sustaining the conversation about anything other than the listener’s ideas and stories the problem is called

A) information overload.

B) emotional noise.

C) conversational narcissism.

D) criticizing the speaker.

Answer:  C

Type: MC Page Ref: 118

Skill:  Recall

Difficulty:  Level 1

5-38) When a friend tells you about a disagreement she had with a significant other, the details of the disagreement make you so angry that you are unable to listen. You are experiencing

A) emotional noise.

B) criticizing the speaker.

C) information overload.

D) external noise.

Answer:  A

Type: MC Page Ref: 119

Skill:  Recall

Difficulty:  Level 1

5-39) Your roommate becomes so angry in recounting the details of a disagreement that he experienced that it is difficult to understand what is being said. What is interfering with the communication?

A) criticizing the speaker

B) personal agenda

C) information overload

D) emotional noise

Answer:  D

Type: MC Page Ref: 119

Skill:  Applied

Difficulty:  Level 2

5-40) You grew up in a house where swearing was forbidden. Your roommate uses a lot of foul language, and you find it difficult to have a conversation with her. This is an example of 

A) emotional noise.

B) focus on personal agenda.

C) information overload.

D) external noise.

Answer:  A

Type: MC Page Ref: 119

Skill:  Applied

Difficulty:  Level 2

5-41) You recognize that emotional noise is interfering with your efforts to listen. How can you overcome this barrier?

A) focus on the message

B) walk away

C) listen to your emotions

D) confront the speaker

Answer:  A

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-42) When you are communicating with someone who is emotionally excited, you should

A) focus on the message.

B) mentally summarize the message.

C) become aware of the self-focus and shift it.

D) remain calm and communicate your interest to the speaker.

Answer:  D

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-43) If you are distracted by the appearance of an individual with whom you are communicating, which barrier is interfering with your listening?

A) information rate

B) focus on personal agenda

C) emotional noise

D) criticizing the speaker

Answer:  D

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-44) If you find that you are criticizing the speaker rather than focusing on the message, how can you overcome this barrier?

A) mentally summarize the message

B) focus on the message rather than the messenger

C) eliminate environmental distractions

D) use self-talk to manage emotions

Answer:  B

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-45) Someone who may look as if he or she is listening but is really just waiting to critique the speaker is a(n)

A) conversational narcissist.

B) self-absorbed listener.

C) ambush listener.

D) passive listener.

Answer:  C

Type: MC Page Ref: 118

Skill:  Recall

Difficulty:  Level 1

5-46) The average person speaks at a rate of how many words per minute?

A) 75

B) 100

C) 175

D) 125

Answer:  D

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-47) A listener can process up to how many words per minute?

A) 100-200

B) 300-500

C) 500-600

D) 600-800

Answer:  D

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-48) A listener could have time to daydream, tune in and out of the message, and allow the appearance of actually listening because of

A) the discrepancy between the ability to receive words and the speed with which they arrive.

B) the wide ranging problem of poor listening.

C) the emotions that may interfere with the speaker providing a clear message.

D) the risk of information overload.

Answer:  A

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-49) If the listener recognizes the difference between speech rate and thought rate, the listener can use the difference in time to

A) focus on the message, not the messenger.

B) summarize what a speaker is saying.

C) take charge of eliminating distractions.

D) become aware of the self-focus and shift attention.

Answer:  B

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-50) Which of the following is NOT a true statement about the listening barrier of information overload?

A) We are constantly bombarded with new information.

B) Information overload makes effective communication impossible.

C) Incoming messages from a variety of sources can distract us from listening to each other.

D) Eye contact and facial expression can reveal whether someone is really ready to listen.

Answer: B

Type: MC Page Ref: 120-121

Skill:  Recall

Difficulty:  Level 1

5-51) When the risk of information overload exists, it’s wise to

A) focus on the message, not the messenger.

B) set aside your personal agenda.

C) ask your partner if it is a good time to talk.

D) eliminate distractions from the environment.

Answer:  C

Type: MC Page Ref: 120-121

Skill:  Recall

Difficulty:  Level 1

5-52) Messages generated by computers, cell phones, and other technological devices may create the listening barrier of

A) external noise.

B) personal agenda.

C) information rate.

D) information overload.

Answer:  D

Type: MC Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-53) Distractions, such as newspapers and television, that take your focus away from the message are called

A) external noise.

B) information overload.

C) personal agenda.

D) emotional noise.

Answer:  A

Type: MC Page Ref: 121

Skill:  Recall

Difficulty:  Level 1

5-54) To overcome the listening barrier of external noise

A) become aware of the distraction and shift your attention.

B) eliminate the distraction.

C) use self-talk.

D) mentally summarize the message.

Answer:  B

Type: MC Page Ref: 121

Skill:  Recall

Difficulty:  Level 1

5-55) The fear of misunderstanding or misinterpreting, or of not being able to adjust psychologically to messages spoken by others, is called

A) emotional noise.

B) ambush listening.

C) listener apprehension.

D) being self-absorbed.

Answer:  C

Type: MC Page Ref: 122

Skill:  Recall

Difficulty:  Level 1

Match the listening barriers below to the correct method for overcoming the barrier. All listening barriers are used at least once.

a.Information overload

b.Criticizing the speaker

c.External noise

d.Being self-absorbed

e.Unchecked emotions

f.Differing speech rate and thought rate

5-56) Consciously become aware of your self-focus and shift attention.

Answer:  d

Type: MA Page Ref: 118

Skill:  Recall

Difficulty:  Level 1

5-57) Mentally summarize the message.

Answer:  f

Type: MA Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-58) Use self-talk to manage emotions.

Answer:  e

Type: MA Page Ref: 119

Skill:  Recall

Difficulty:  Level 1

5-59) Focus on the message, not the messenger.

Answer:  b

Type: MA Page Ref: 120

Skill:  Recall

Difficulty:  Level 1

5-60) Eliminate distractions.

Answer:  c

Type: MA Page Ref: 121

Skill:  Recall

Difficulty:  Level 1

5-61) Realize when you or your partner is distracted.

Answer:  a

Type: MA Page Ref: 120-121

Skill:  Recall

Difficulty:  Level 1

5-62) Which of the following statements is true?

A) Research clearly establishes that women listen better than men do.

B) For the average person, interpersonal listening skills are significantly better than speech listening skills.

C) Verbal messages are the primary way through which we communicate feelings, emotions, and attitudes.

D) When a nonverbal message contradicts a verbal message, we tend to believe the nonverbal message.

Answer:  D

Type: MC Page Ref: 123

Skill:  Recall

Difficulty:  Level 1

5-63) Eye contact

A) tells the listener how to interpret the message.

B) signals your interest in and your attention on the speaker.

C) accounts for 60% of communication.

D) can distract us and prevent us from accurately interpreting the message. 

Answer:  B

Type: MC Page Ref: 124

Skill:  Recall

Difficulty:  Level 1

5-64) Mentally summarizing details of a message and weaving the summaries into a series of major ideas are strategies to improve the skill of

A) stopping.

B) decentring.

C) looking.

D) listening.

Answer:  D

Type: MC Page Ref: 125

Skill:  Recall

Difficulty:  Level 1

5-65) Not focusing on your personal agenda, managing emotional noise, and not criticizing the speaker are ways to

A) set a listening agenda.

B) respond with empathy.

C) paraphrase.

D) turn listening barriers into goals.

Answer:  D

Type: MC Page Ref: 124

Skill:  Recall

Difficulty:  Level 1

5-66) Knowing why you are listening can help you 

A) listen to challenging material.

B) transform listening barriers.

C) determine your listening goal.

D) respond actively.

Answer:  C

Type: MC Page Ref: 124

Skill:  Recall

Difficulty:  Level 1

5-67) Listening to entertaining material may NOT be helpful when

A) determining listening goals.

B) transforming listening barriers.

C) desiring to respond actively.

D) trying to sharpen your listening skills.

Answer:  D

Type: MC Page Ref: 125

Skill:  Recall

Difficulty:  Level 1

5-68) “A cognitive process in which you take into account another person’s thoughts, values, and perspectives” is a definition of 

A) empathy.

B) sympathy.

C) social decentring.

D) active listening.

Answer: C

Type: MC   Page Ref: 126

Skill: Recall

Difficulty: Level 1

5-69) “Developing an emotional reaction that is similar to the one being experienced by another person” is a definition of 

A) empathy.

B) sympathy.

C) social decentring.

D) active listening.

Answer: A

Type: MC   Page Ref: 126

Skill: Recall

Difficulty: Level 1

5-70) Empathy is defined as

A) thinking about another person’s feelings.

B) feeling what another person is feeling.

C) acknowledging another person’s feelings.

D) recalling another person’s feelings.

Answer:  B

Type: MC Page Ref: 125-126

Skill:  Recall

Difficulty:  Level 1

5-71) Which of the following is NOT a step toward empathizing with another person?

A) Establish your conversational objective.

B) Focus on your partner’s thoughts.

C) Watch for nonverbal clues to the emotions your partner is experiencing.

D) Listen to the meaning of your partner’s words.

Answer: A

Type: MC   Page Ref 126

Skill: Recall

Difficulty: Level 1 

5-72) Sara is telling her husband Carl about her day. If Carl is listening passively, he is 

A) asking questions.

B) responding with an occasional nod or sound.

C) listening silently with a blank expression.

D) looking Sara in the eye.

Answer: C

Type: MC   Page Ref: 126

Skill: Applied

Difficulty: Level 1

5-73) Listening in which the goal is to assess and evaluate the quality, appropriateness, value, or importance of information is

A) being a “co-narrator.”

B) critical listening.

C) understanding your partner’s feelings.

D) information triage.

Answer:  B

Type: MC Page Ref: 128

Skill:  Recall

Difficulty:  Level 1

5-74) The process of evaluating and sorting good information from less useful or valid information is called

A) evaluation.

B) speculating.

C) feedback.

D) information triage.

Answer:  D

Type: MC Page Ref: 128

Skill:  Recall

Difficulty:  Level 1

5-75) A fact is something that has been directly observed or proven to be true, whereas an inference is

A) a conclusion based on partial information or speculation.

B) something proven to be untrue.

C) something based purely on observation.

D) something that cannot be proven.

Answer:  A

Type: MC Page Ref: 128-129

Skill:  Recall

Difficulty:  Level 1

5-76) Feedback is most effective when

A) it is given with a smile.

B) it is offered at the earliest opportunity.

C) you wait at least 24 hours to provide it.

D) it is withheld until after the task has been completed.

Answer:  B

Type: MC Page Ref: 129

Skill:  Recall

Difficulty:  Level 1

5-77) The JIT approach to feedback suggests that you

A) provide feedback just before the person might make another mistake.

B) provide feedback just after the person makes another mistake.

C) provide feedback immediately.

D) do not provide feedback until after the task has been completed.

Answer:  A

Type: MC Page Ref: 129

Skill:  Recall

Difficulty:  Level 1

5-78) Selecting information that your partner can act on is a part of which responding skill?

A) providing useful information

B) providing well-timed responses

C) being descriptive rather than evaluative

D) avoiding unnecessary details

Answer:  A

Type: MC Page Ref: 130

Skill:  Recall

Difficulty:  Level 1

5-79) When providing useful information to one’s partner, it is important to

A) consider the place and time.

B) consider the other person’s feelings.

C) include as many details as possible.

D) focus on behaviour.

Answer:  B

Type: MC Page Ref: 130

Skill:  Recall

Difficulty:  Level 1

5-80) Limiting the sheer volume of information relayed to one’s partner is a part of

A) providing meaningful information.

B) avoiding unnecessary details.

C) timeliness.

D) description.

Answer:  B

Type: MC Page Ref: 130

Skill:  Recall

Difficulty:  Level 1

5-81) Being descriptive is a way to

A) prevent a listener from becoming defensive.

B) avoid information overload.

C) avoid vague comments.

D) avoid hurling feedback for your partner’s “own good.”

Answer:  A

Type: MC Page Ref: 130

Skill:  Recall

Difficulty:  Level 1

5-82) When you refrain from evaluating your partner and focus on his or her behaviour, you are implementing which of the responding skills?

A) providing meaningful information

B) being descriptive

C) providing well-timed responses

D) avoiding unnecessary details

Answer:  B

Type: MC Page Ref: 130

Skill:  Recall

Difficulty:  Level 1

5-83) When the listener responds with statements such as “Are you saying…” or “So the point you are making seems to be…” she or he is

A) asking questions.

B) reflecting feelings by paraphrasing.

C) reflecting content by paraphrasing.

D) understanding the partner’s feelings.

Answer:  C

Type: MC Page Ref: 131-132

Skill:  Recall

Difficulty:  Level 1

5-84) Reflecting content by paraphrasing is a way the listener can

A) recall how he or she felt under similar circumstances.

B) summarize how the speaker might be feeling.

C) seek additional information.

D) check that he or she understands how the speaker feels.

Answer:  D

Type: MC Page Ref: 131

Skill:  Recall

Difficulty:  Level 1

5-85) When you verbally summarize the content of your partner’s message, you are

A) hearing.

B) remembering.

C) paraphrasing.

D) selecting.

Answer:  C

Type: MC Page Ref: 131

Skill:  Recall

Difficulty:  Level 1

5-86) Overusing paraphrasing can result in

A) greater trust between speaker and listener.

B) an increase in the speaker’s understanding of the message.

C) a decrease in empathy.

D) discomfort and irritation for the speaker.

Answer:  D

Type: MC Page Ref: 131

Skill:  Recall

Difficulty:  Level 1

5-87) Which of the following is something you should NOT do when offering social support?

A) Tell the other person the problem can be solved easily.

B) Indicate that you are available to help.

C) Express your concern about the situation.

D) Appropriately communicate your positive feelings for the other person.

Answer:  A

Type: MC Page Ref: 132-133

Skill:  Recall

Difficulty:  Level 1

5-88) Confirming responses

A) cause others to value themselves less.

B) pronounce judgment without considering changes.

C) use few words to communicate an idea.

D) cause others to value themselves more.

Answer:  D

Type: MC Page Ref: 134

Skill:  Recall

Difficulty:  Level 1

5-89) Responses that cause others to value themselves more are

A) confirming responses.

B) evaluative statements.

C) disconfirming responses.

D) descriptive statements.

Answer:  A

Type: MC Page Ref: 134

Skill:  Recall

Difficulty:  Level 1

5-90) Confirming by responding directly to what someone else says is called a

A) direct acknowledgement.

B) compliment.

C) supportive response.

D) clarifying response.

Answer:  A

Type: MC Page Ref: 135

Skill:  Recall

Difficulty:  Level 1

5-91) An agreement about another person’s judgments

A) acknowledges the person is important.

B) confirms the person’s right to his or her feelings.

C) encourages the other person to explore his or her feelings.

D) affirms the other person’s sense of taste and judgment.

Answer:  D

Type: MC Page Ref: 135

Skill:  Recall

Difficulty:  Level 1

5-92) You say to your father, “I agree, that movie was hilarious. I laughed until I cried.”  You are expressing which confirming response?

A) compliment

B) supportive response

C) clarifying response

D) agreement about judgments

Answer:  D

Type: MC Page Ref: 135

Skill:  Applied

Difficulty:  Level 2

5-93) By expressing reassurance and understanding, you are providing a

A) compliment.

B) supportive response.

C) expression of positive feeling.

D) direct acknowledgement.

Answer:  B

Type: MC Page Ref: 135

Skill:  Recall

Difficulty:  Level 1

5-94) A supportive response

A) confirms the other person is important.

B) encourages another person to explore his or her feelings.

C) confirms another person’s right to his or her feelings.

D) affirms another person’s sense of judgment.

Answer:  C

Type: MC Page Ref: 135

Skill:  Recall

Difficulty:  Level 1

5-95) “I’m sorry about the promotion, Donnette. I know that position was important to you.” This is what type of confirming response?

A) supportive response

B) agreement about judgments

C) clarifying response

D) expression of positive feeling

Answer:  A

Type: MC Page Ref: 135

Skill:  Applied

Difficulty:  Level 2

5-96) Clarifying responses

A) encourage the other person to talk for the purpose of exploring his or her feelings.

B) confirm the other person’s sense of self-worth.

C) affirm the person’s sense of taste and judgment.

D) confirm a person’s right to his or her feelings.

Answer:  A

Type: MC Page Ref: 135

Skill:  Recall

Difficulty:  Level 1

5-97) “Is it a challenge to decide which of those two job offers you’ll accept?” This is an example of

A) direct acknowledgement.

B) expression of positive feeling.

C) compliment.

D) clarifying response.

Answer:  D

Type: MC Page Ref: 135

Skill:  Applied

Difficulty:  Level 2

5-98) Sharing the expression of another’s positive feelings

A) seeks greater understanding of the person’s message.

B) confirms the person’s evaluation of something.

C) acknowledges what the person says.

D) confirms that you agree with the person’s expression of joy or excitement.

Answer:  D

Type: MC Page Ref: 135

Skill:  Recall

Difficulty:  Level 1

5-99) Through compliments we

A) confirm that another person is worth our time and trouble.

B) affirm a person’s sense of taste and judgment.

C) affirm a person’s sense of worth.

D) confirm another person’s right to his or her feelings.

Answer:  C

Type: MC Page Ref: 135

Skill:  Recall

Difficulty:  Level 1

5-100) “That shirt you’re wearing is a great colour for you.” This is the confirming response of

A) a compliment.

B) a clarifying response.

C) agreement about judgments.

D) expression of positive feeling.

Answer:  A

Type: MC Page Ref: 135

Skill:  Applied

Difficulty:  Level 2

5-101) The implication that you are more important than your partner may be created with an

A) interrupting response.

B) irrelevant response.

C) impersonal response.

D) incoherent response.

Answer:  A

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-102) When another person fails to acknowledge your attempt to communicate, you are experiencing which type of disconfirming response?

A) impervious response

B) incoherent response

C) incongruous response

D) interrupting response

Answer:  A

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-103) Impervious responses from others, when you know they have heard you, may make you feel

A) less important than the other person.

B) that the other person is not listening to you.

C) the other person was trivializing you.

D) a sense of awkwardness or embarrassment.

Answer:  D

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-104) When you receive an irrelevant response

A) you may feel less important than your partner.

B) you may feel awkward or embarrassed.

C) you may feel unsure.

D) you may feel you’re not being listened to.

Answer:  D

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-105) When other people interrupt you, they may be implying

A) they weren’t attending to your message.

B) they wish to distance themselves from you.

C) they have more important things to say than you.

D) they want us to go away.

Answer:  C

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-106) When your partner responds with a comment that has nothing to do with what you said in the first place, the disconfirming response is called

A) an incongruous response.

B) a tangential response.

C) an incoherent response.

D) an irrelevant response.

Answer:  D

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-107) “One tends to have difficulty coping with all the demands of the Christmas season, doesn’t one?” This is an example of which type of disconfirming response?

A) impersonal response 

B) irrelevant response 

C) incoherent response 

D) impervious response

Answer:  A

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-108) Impersonal responses have the effect of

A) creating distance and trivializing what you say.

B) creating a sense of awkwardness and embarrassment.

C) implying that the other person is more important than you.

D) creating indecisiveness.

Answer:  A

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-109) “Well…um…uh…indeed…hmmmm.”  This is an example of which type of disconfirming response?

A) incongruous

B) irrelevant

C) incoherent

D) interrupting

Answer:  C

Type: MC Page Ref: 136

Skill:  Applied

Difficulty:  Level 2

5-110) An incoherent response

A) indicates that the other person wasn’t attending to your message.

B) makes you feel indecisive about what you should do.

C) leaves you wondering if your message was of value to the listener.

D) makes you feel awkward or embarrassed.

Answer:  C

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-111) When a speaker mumbles, rambles, or makes an unintelligible effort to respond, what type of disconfirming response is being made?

A) incongruous

B) irrelevant

C) impervious

D) incoherent

Answer:  D

Type: MC Page Ref: 136

Skill:  Applied

Difficulty:  Level 2

5-112) Which type of disconfirming response can be compared to malfunctioning traffic lights with red and green lights flashing simultaneously?

A) incongruous response

B) incoherent response

C) interrupting response

D) irrelevant response

Answer:  A

Type: MC Page Ref: 136

Skill:  Applied

Difficulty:  Level 2

5-113) An incongruous response is one in which

A) the other person wasn’t attending to the message.

B) the verbal message is inconsistent with the nonverbal message.

C) the other person implies she or he is not as important as you.

D) you feel awkward or embarrassed.

Answer:  B

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-114) When you receive an incongruous response, what are you likely to believe?

A) the verbal message

B) the encoded message

C) the nonverbal message

D) the decoded message

Answer:  C

Type: MC Page Ref: 136

Skill:  Recall

Difficulty:  Level 1

5-115) Use the five steps of the listening process to describe how you listen to a lecture.

Answer:  Answers may vary, but they should all employ the five steps of the listening process to explain what happens as they listen to a lecture. What follows is an example. 

*As I listen to a class lecture, I must select or sort through the sounds that are competing for my attention. 

* Since I know the material the professor is addressing is something I need to know, for the exam if for no other reason, I attend to what the teacher is saying and block out competing or distracting sounds from elsewhere. If the teacher speaks well, he or she will help me listen by using humour or connecting ideas to concrete or real things. 

* As I listen, I will seek to understand what the professor is saying by trying to relate what I hear to what I already know. 

* By connecting the ideas and concepts discussed by the teacher, I will try to remember the information by pushing it into long-term memory, but most likely I will lose most of it in short-term memory. That’s one reason I take notes, so I can review the material again later. 

* As I try to understand and listen, I will respond to the teacher by using eye contact, facial expressions that communicate confusion or boredom, asking questions, or making comments.

Type: ES Page Ref: 113-115

Skill:  Analysis

Difficulty:  Level 3

5-116) What are the strengths of each of the four listening styles? In what circumstance would each be best?

Answer:  The answer should include reasons and circumstances for each style.

* People-oriented listeners work well in small groups and interpersonal interactions.

* Action-oriented listeners are important when action is called for.

* Content-oriented listeners are important in situations where the focus needs to be on issues, arguments, and details.

* Time-oriented listeners might be better under pressure.

Type: ES Page Ref: 115-118

Skill:  Applied

Difficulty:  Level 2

5-117) Give examples to explain which of the four listening styles are most like your own.

Answer:  A student could pick one or more of the styles but should be able to provide concrete examples from their own style as part of their explanation.

* People-oriented listeners are comfortable and skilled at listening to people’s feelings and emotions.

* Action-oriented listeners prefer information that is well-organized, brief, and error-free.

* Content-oriented listeners are more comfortable listening to complex, detailed information than are those with other listening styles.

* Time-oriented listeners like messages delivered succinctly.

Type: ES Page Ref: 115-118

Skill:  Applied

Difficulty:  Level 2

5-118) Which of the listening barriers do you experience most frequently? Provide examples of these barriers and explain how you might overcome them.

Answer:  Answers will vary but should show a thorough understanding of the listening barriers and methods for overcoming them. Refer to Recap: “Overcoming Barriers to Listening” on page 122 of the textbook.

* Being self-absorbed

* Unchecked emotions
* Criticizing the speaker

* Differing speech and thought rate

* Information overload

* External noise

* Listener apprehension

Type: ES Page Ref: 118-122

Skill:  Applied

Difficulty:  Level 1

5-119) Explain the Stop, Look, and Listen model for improving listening comprehension.

Answer:  

* Stop: Stop attending to your internal monologue. Put your own thoughts aside, be there mentally as well as physically, make a conscious effort to listen, be patient, and be open-minded.

* Look: Pay attention to nonverbal communication cues and establish eye contact to show the other person you are listening.

* Listen: Engage in active listening. Determine your listening goal; transform listening barriers into listening goals; mentally summarize the content of the message; mentally weave these summaries into a focused point or series of major ideas; and practise listening to challenging material.

Type: SA Page Ref: 122-125

Skill:  Recall

Difficulty:  Level 1

5-120) David and Tina have some serious disagreements over how to use their money. David wants to put as much money as they possible can into savings and investments. Tina wants to use some money to fix up the house, get a new car, and take a vacation. Explain how they might use some empathic listening and responding skills when they discuss this issue.

Answer:  

* Both David and Tina need to become more active listeners, responding mentally, verbally, and nonverbally to each other’s messages. It is important that they become other-oriented. They can do this by employing the skills for improving empathic listening. 

* Both need to make the effort to understand how the other is feeling. Perhaps Miguel is afraid of losing his job and not being able to take care of the family. Perhaps Tina is afraid that they will work hard all their lives and never really enjoy life. When they talk they can ask for the reasons behind their preferences. There may be experiences they have never shared that affect the way they view the use of money. 

* By reflecting content through paraphrasing they can clarify what the other says and make sure they truly understand what the other means.

Type: ES Page Ref: 125-127; 129-133

Skill:  Applied

Difficulty:  Level 2

5-121) Carol is excited about her new job and is telling Karla about it. How can Karla respond to Carol in ways that confirm Carol?

Answer:  Answers should refer to the types of confirming responses, listed below. The ones that are specifically relevant to this scenario include supportive responses, expressions of positive feeling, and compliment.

* direct acknowledgement

* agreement about judgments

* supportive response

* clarifying response

* expression of positive feeling

* compliment

Type: ES Page Ref: 134-135

Skill:  Applied

Difficulty:  Level 2

5-122) What is involved in critical listening?

Answer:  

* A good critical listener can identify both good information and information that is flawed.  Critical listeners engage in information triage, the process of sorting the valuable information from less useful or less valid information.

* Critical listeners also avoid jumping to conclusions. They are able to distinguish between fact and inference.  

Type: SA Page Ref: 128-129

Skill:  Recall

Difficulty:  Level 1

 PAGE   \* MERGEFORMAT 27

© 2015 Pearson Canada Inc.

The text says, “Like the action-oriented listener, content-oriented listeners are likely to make second guesses about the messages they hear.” This suggests that A and C could both be correct. Asked DE to check with Author

Not sure where this comes from. Page 118 says “in interpersonal situations, you may have to alternate quickly between speaking and listening” but it doesn’t say anything about “close relationships” or “shortcuts”. Delete question? Asked DE to check with Author

Is okay that the matching section is in the middle of the multiple-choice section? Leave it here and I’ll find out and move it if needed.