DOWNLOAD THE Test Bank for Excellence in Business Communication 13thEditi
n n n n n n n n n n
on Thill n
ExcellenceninnBusinessnCommunication,n13en(Thill/Bovee)n
Chaptern2n InterpersonalnCommunicationnSkills
1) Ifnyounarenlisteningnmainlyntonunderstandnthenspeaker'snmessage,n younarenengagingnin
n .
A) contentnlistening
B) criticalnlistening
C) empathicnlistening
D) vocalizednlistening
E) selectivenlisteningn
Answer:n A
Explanation:n Withncontentnlistening,nthenlistener'snprimarynfocusnisnsimplyninncomprehendingn
whatnthenspeakernisnsaying.nContentnlisteningnshouldnbenthendefaultnlisteningnmodenfornmostnsit
uations.nOncenthenlistenernhasnanstrongngraspnofnthenspeaker'snbasicnmessage,nhenornshencannmov
enonntonhighernformsnofnlistening,nsuchnasncriticalnlisteningnornempathicnlistening.
LO:n2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreensteps
ntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Concept
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
2) Anneffectivenlistenerntriesntonpractice
innanneffortntoneliminatenhisnornhernownnbiasesnandnreallynhearnandnunderstandnwhatnthenothernpar
tynisnsaying.
A) emphaticnlistening
B) criticalnlistening
C) activenlistening
D) contentnlistening
E) selectivenlisteningn
Answer:n C
Explanation:n Effectivenlistenersnpracticenactivenlisteningnbynmakingnanconsciousneffortntonturnnoffnt
heirnownnfiltersnandnbiasesntontrulynhearnandnunderstandnwhatnanothernpartynisnsaying.
LO:n2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreensteps
ntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Synthesis
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
1
Copyrightn©n2020nPearsonnEducation,nInc.
mynursytest.store
,DOWNLOAD THE Test Bank for Excellence in Business Communication 13thEditi
n n n n n n n n n n
on Thill n
3) n
occursnwhennpeoplentunenoutnanythingnthatndoesn'tnconformntontheirnbeliefsnorntheirnself-
images.
A) Empatheticnlistening
B) Constrictednlistening
C) Egocentricnlistening
D) Activenlistening
E) Defensivenlisteningn
Answer:n E
Explanation:nSomenpeoplenusendefensivenlisteningntonprotectntheirnegosnbyntuningnoutnanythingnthatn
doesn'tnconfirmntheirnbeliefsnorntheirnviewnofnthemselves.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Concept
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
4) Ifnyounarenengagingninncriticalnlistening,n yourngoalnisnto
A) understandnandnretainninformation.
B) understandnthenspeaker'snfeelings,nneeds,nandnwants.
C) evaluatenthenlogicnandnvaliditynofnthenmessage.
D) appreciatenthenspeaker'snpointnofnview.
E) findnflawsninnthenspeaker'snideasnasnquicklynasnpossible.n
Answer:n C
Explanation:nInncriticalnlistening,nthenlistenernisntryingntonmakenancriticalnjudgmentnaboutnthenpositi
onnthatnthenspeakernisnpresenting.nSeekingnanswersntonquestionsnsuchnasnthenfollowingnenablesncritic
alnlistening:nDoesnthenspeaker'snpositionnmakensense?nArenthenpointsnthatnthenspeakernbringsnupnvalid
nandnappropriate?nOverall,ndoesnthencasenthatnthenspeakernpresentsnstandnupntonscrutiny?
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Concept
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
2
Copyrightn©n2020nPearsonnEducation,nInc.
mynursytest.store
,DOWNLOAD THE Test Bank for Excellence in Business Communication 13thEditi
n n n n n n n n n n
on Thill n
5) Anreliablenemployeenyounsupervisenhasncomentonspeaknwithn younaboutnanleavenofnabsencenr
elatedntonpersonalnissues.nTonunderstandnhernfeelingsnandnneeds,n younshouldnengagenin
A) contentnlistening.
B) empathicnlistening.
C) criticalnlistening.
D) sustainednlistening.
E) defensivenlistening.n
Answer:nB
Explanation:nWhennthenissueninvolvesnemotionsnandnfeelings,nempathicnlisteningnshouldnbenemp
loyed.nRathernthannimmediatelyntellingnthenspeakernwhatntondo,nitnisnimportantnsimplyntonletnthensp
eakernhavenhisnornhernsaynandntonlistennintentlyntonshownthatnyoununderstandnandnthatnyounsympat
hize.nOncenthenspeakernfeelsnthatnthenissuenhasnbeenntrulyn"heard,"nyouncannmovenonntonmorenprac
ticalnissues,nlikenhowntonschedulenthenleavenofnabsence.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Difficult
Classification:n Application
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
6) Thenactnofnrepeatingnkeynideasntonyourselfnsilentlynandnanalyzingntheirnmeaningntonincreaseny
ournfocusnisnreferredntonas .
A) internalnfiltering
B) thoughtfulnnotetaking
C) vocalizednlistening
D) nonverbalnreinforcement
E) compartmentalizingn
Answer:n C
Explanation:nThentechniquenofnvocalizednlisteningncannhelpnyounstaynfocused.nWhilensomeonenel
senisntalking,nrepeatnthenkeynideasnton yourselfnsilently,nanalyzentheirnmeaning,nandnsummarizenrel
atednpointsnofninformation.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Concept
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
3
Copyrightn©n2020nPearsonnEducation,nInc.
mynursytest.store
, DOWNLOAD THE Test Bank for Excellence in Business Communication 13thEditi
n n n n n n n n n n
on Thill n
7) Innpart,nineffectivenlisteningnoccursnbecausenlisteners
A) cannthinknfasternthannspeakersncannspeak.
B) concentratenonneachnwordnthenspeakernsays,nrathernthannthenoverallnpoint.
C) arenunablentonthinknoriginally.
D) cannotnprocessnwordsnandnphrasesnasnquicklynasnspeakersncannsaynthem.
E) donallnofnthenabove.n
Answer:n A
Explanation:nOnenreasonnlisteners'nmindsntendntonwandernisnthatnpeoplenthinknfasternthanntheynspea
k.nMostnpeoplenspeaknatnaboutn120nton150nwordsnpernminute,nbutnlistenersncannprocessnaudioninfor
mationnatnupnton500nwordsnpernminutenornmore.nConsequently,nyournbrainnhasnanlotnofnfreentimenwh
enevernyounarenlistening,nandnifnleftnunsupervised,nitnwillnfindnanthousandnothernthingsntonthinknabo
ut.nMakentheneffortntonfocusnonnthenspeakernandnusenthenextrantimentonanalyzenandnparaphrasenwhat
n younhearnorntontakenrelevantnnotes.nListenersndonnotnconcentratenonneachnindividualnwordnsaidnand
ncannprocessninformationnmuchnfasternthannisnspoken.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Difficult
Classification:n Criticalnthinking
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
8) Onenwaynanlistenerncannovercomenbarriersntoneffectivenlisteningnisnto
A) usenselectivenlistening.
B) relynonnprejudgment.
C) limitnthenusenofncategorization.
D) interruptnoftenntonasknquestions.
E) usenvisualization.
Answer:n E
Explanation:nOnencannovercomenbarriersntoneffectivenlisteningnbynimprovingnlongntermnmemoryno
fncontent.nImprovenyournlong-
termnmemorynbynusingnassociation,ncategorization,nvisualization,nandnmnemonics.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Difficult
Classification:n Criticalnthinking
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
4
Copyrightn©n2020nPearsonnEducation,nInc.
mynursytest.store
n n n n n n n n n n
on Thill n
ExcellenceninnBusinessnCommunication,n13en(Thill/Bovee)n
Chaptern2n InterpersonalnCommunicationnSkills
1) Ifnyounarenlisteningnmainlyntonunderstandnthenspeaker'snmessage,n younarenengagingnin
n .
A) contentnlistening
B) criticalnlistening
C) empathicnlistening
D) vocalizednlistening
E) selectivenlisteningn
Answer:n A
Explanation:n Withncontentnlistening,nthenlistener'snprimarynfocusnisnsimplyninncomprehendingn
whatnthenspeakernisnsaying.nContentnlisteningnshouldnbenthendefaultnlisteningnmodenfornmostnsit
uations.nOncenthenlistenernhasnanstrongngraspnofnthenspeaker'snbasicnmessage,nhenornshencannmov
enonntonhighernformsnofnlistening,nsuchnasncriticalnlisteningnornempathicnlistening.
LO:n2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreensteps
ntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Concept
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
2) Anneffectivenlistenerntriesntonpractice
innanneffortntoneliminatenhisnornhernownnbiasesnandnreallynhearnandnunderstandnwhatnthenothernpar
tynisnsaying.
A) emphaticnlistening
B) criticalnlistening
C) activenlistening
D) contentnlistening
E) selectivenlisteningn
Answer:n C
Explanation:n Effectivenlistenersnpracticenactivenlisteningnbynmakingnanconsciousneffortntonturnnoffnt
heirnownnfiltersnandnbiasesntontrulynhearnandnunderstandnwhatnanothernpartynisnsaying.
LO:n2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreensteps
ntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Synthesis
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
1
Copyrightn©n2020nPearsonnEducation,nInc.
mynursytest.store
,DOWNLOAD THE Test Bank for Excellence in Business Communication 13thEditi
n n n n n n n n n n
on Thill n
3) n
occursnwhennpeoplentunenoutnanythingnthatndoesn'tnconformntontheirnbeliefsnorntheirnself-
images.
A) Empatheticnlistening
B) Constrictednlistening
C) Egocentricnlistening
D) Activenlistening
E) Defensivenlisteningn
Answer:n E
Explanation:nSomenpeoplenusendefensivenlisteningntonprotectntheirnegosnbyntuningnoutnanythingnthatn
doesn'tnconfirmntheirnbeliefsnorntheirnviewnofnthemselves.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Concept
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
4) Ifnyounarenengagingninncriticalnlistening,n yourngoalnisnto
A) understandnandnretainninformation.
B) understandnthenspeaker'snfeelings,nneeds,nandnwants.
C) evaluatenthenlogicnandnvaliditynofnthenmessage.
D) appreciatenthenspeaker'snpointnofnview.
E) findnflawsninnthenspeaker'snideasnasnquicklynasnpossible.n
Answer:n C
Explanation:nInncriticalnlistening,nthenlistenernisntryingntonmakenancriticalnjudgmentnaboutnthenpositi
onnthatnthenspeakernisnpresenting.nSeekingnanswersntonquestionsnsuchnasnthenfollowingnenablesncritic
alnlistening:nDoesnthenspeaker'snpositionnmakensense?nArenthenpointsnthatnthenspeakernbringsnupnvalid
nandnappropriate?nOverall,ndoesnthencasenthatnthenspeakernpresentsnstandnupntonscrutiny?
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Concept
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
2
Copyrightn©n2020nPearsonnEducation,nInc.
mynursytest.store
,DOWNLOAD THE Test Bank for Excellence in Business Communication 13thEditi
n n n n n n n n n n
on Thill n
5) Anreliablenemployeenyounsupervisenhasncomentonspeaknwithn younaboutnanleavenofnabsencenr
elatedntonpersonalnissues.nTonunderstandnhernfeelingsnandnneeds,n younshouldnengagenin
A) contentnlistening.
B) empathicnlistening.
C) criticalnlistening.
D) sustainednlistening.
E) defensivenlistening.n
Answer:nB
Explanation:nWhennthenissueninvolvesnemotionsnandnfeelings,nempathicnlisteningnshouldnbenemp
loyed.nRathernthannimmediatelyntellingnthenspeakernwhatntondo,nitnisnimportantnsimplyntonletnthensp
eakernhavenhisnornhernsaynandntonlistennintentlyntonshownthatnyoununderstandnandnthatnyounsympat
hize.nOncenthenspeakernfeelsnthatnthenissuenhasnbeenntrulyn"heard,"nyouncannmovenonntonmorenprac
ticalnissues,nlikenhowntonschedulenthenleavenofnabsence.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Difficult
Classification:n Application
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
6) Thenactnofnrepeatingnkeynideasntonyourselfnsilentlynandnanalyzingntheirnmeaningntonincreaseny
ournfocusnisnreferredntonas .
A) internalnfiltering
B) thoughtfulnnotetaking
C) vocalizednlistening
D) nonverbalnreinforcement
E) compartmentalizingn
Answer:n C
Explanation:nThentechniquenofnvocalizednlisteningncannhelpnyounstaynfocused.nWhilensomeonenel
senisntalking,nrepeatnthenkeynideasnton yourselfnsilently,nanalyzentheirnmeaning,nandnsummarizenrel
atednpointsnofninformation.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Moderate
Classification:n Concept
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
3
Copyrightn©n2020nPearsonnEducation,nInc.
mynursytest.store
, DOWNLOAD THE Test Bank for Excellence in Business Communication 13thEditi
n n n n n n n n n n
on Thill n
7) Innpart,nineffectivenlisteningnoccursnbecausenlisteners
A) cannthinknfasternthannspeakersncannspeak.
B) concentratenonneachnwordnthenspeakernsays,nrathernthannthenoverallnpoint.
C) arenunablentonthinknoriginally.
D) cannotnprocessnwordsnandnphrasesnasnquicklynasnspeakersncannsaynthem.
E) donallnofnthenabove.n
Answer:n A
Explanation:nOnenreasonnlisteners'nmindsntendntonwandernisnthatnpeoplenthinknfasternthanntheynspea
k.nMostnpeoplenspeaknatnaboutn120nton150nwordsnpernminute,nbutnlistenersncannprocessnaudioninfor
mationnatnupnton500nwordsnpernminutenornmore.nConsequently,nyournbrainnhasnanlotnofnfreentimenwh
enevernyounarenlistening,nandnifnleftnunsupervised,nitnwillnfindnanthousandnothernthingsntonthinknabo
ut.nMakentheneffortntonfocusnonnthenspeakernandnusenthenextrantimentonanalyzenandnparaphrasenwhat
n younhearnorntontakenrelevantnnotes.nListenersndonnotnconcentratenonneachnindividualnwordnsaidnand
ncannprocessninformationnmuchnfasternthannisnspoken.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Difficult
Classification:n Criticalnthinking
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
8) Onenwaynanlistenerncannovercomenbarriersntoneffectivenlisteningnisnto
A) usenselectivenlistening.
B) relynonnprejudgment.
C) limitnthenusenofncategorization.
D) interruptnoftenntonasknquestions.
E) usenvisualization.
Answer:n E
Explanation:nOnencannovercomenbarriersntoneffectivenlisteningnbynimprovingnlongntermnmemoryno
fncontent.nImprovenyournlong-
termnmemorynbynusingnassociation,ncategorization,nvisualization,nandnmnemonics.
LO:n 2.1:nExplainnwhynlisteningnisnsuchnancomplexncommunicationnprocess,nandndescribenthreens
tepsntonbecomingnanbetternlistener.
AACSB:n Writtennandnoralncommunicationn
Difficulty:n Difficult
Classification:n Criticalnthinking
LearningnOutcome:n Describenbestnpracticesninnteamnandninterpersonalncommunication
4
Copyrightn©n2020nPearsonnEducation,nInc.
mynursytest.store
