Active Listening - Part 2 (Oh)

10 Questions | By Qpicuyahoga | Updated: Apr 11, 2018 | Attempts: 12

Questions

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Questions and Answers

1.

The key to keeping conflict positive is to:
- A.
  
  Always work towards building trust
- B.
  
  Only tell people what they want to hear
- C.
  
  Say it with a smile
- D.
  
  Always give people the bad news first
Correct Answer
A. Always work towards building trust
2.

To earn trust in conflict situations you should:
- A.
  
  Make sure the other person knows you are in control
- B.
  
  Remain calm and think before you speak
- C.
  
  Tell the other person what you think of them
- D.
  
  Match the tone and body language of the other person
Correct Answer
B. Remain calm and think before you speak
3.

An _____________ response means you are intentional and reflective in your response to the other person.
- A.
  
  Adaptive
- B.
  
  Personal
- C.
  
  Affirmative
- D.
  
  Clarifying
Correct Answer
A. Adaptive
4.

Negative outcomes in communication include:
- A.
  
  Withdrawal from conversation
- B.
  
  Decreased teamwork
- C.
  
  Miscommunication
- D.
  
  All choices are correct
Correct Answer
D. All choices are correct
5.

In the beginning of the first role play, demonstrating negative communication, when the caregiver expressed their anger, the worker:
- A.
  
  Started name calling
- B.
  
  Became defensive
- C.
  
  Remained calm
- D.
  
  Ignored the caregiver
Correct Answer
B. Became defensive
6.

Positive outcomes means that everyone gets what they want.
- A.
  
  Correct
- B.
  
  Incorrect
Correct Answer
B. Incorrect
7.

________ of communication is in tone and body language.
- A.
  
  29%
- B.
  
  79%
- C.
  
  54%
- D.
  
  93%
Correct Answer
D. 93%
8.

In order to have positive communication it is important to identify:
- A.
  
  The common goals
- B.
  
  The best solution
- C.
  
  Who has the best ideas
- D.
  
  Which of you is wrong
Correct Answer
A. The common goals
9.

Which of the following is NOT recommended as a strategy to resolve conflict?
- A.
  
  Demonstrate that you are listening to the other person
- B.
  
  Listen for the real problem, not just the initial statements
- C.
  
  Encourage the other person to express their point of view
- D.
  
  Let the other person know when they are being unreasonable
Correct Answer
D. Let the other person know when they are being unreasonable
10.

Which of the following is NOT a reflective phrase that can lead to positive communication?
- A.
  
  It sounds like you are frustrated
- B.
  
  You seem to be angry
- C.
  
  Tell me more about that
- D.
  
  Why don’t you calm down
Correct Answer
D. Why don’t you calm down

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Current Version
Apr 11, 2018

Quiz Edited by
ProProfs Editorial Team
Nov 24, 2015

Quiz Created by
Qpicuyahoga

Active Listening - Part 2 (Oh)

The key to keeping conflict positive is to:

To earn trust in conflict situations you should:

An _____________ response means you are intentional and reflective in your response to the other person.

Negative outcomes in communication include:

In the beginning of the first role play, demonstrating negative communication, when the caregiver expressed their anger, the worker:

Positive outcomes means that everyone gets what they want.

________ of communication is in tone and body language.

In order to have positive communication it is important to identify:

Which of the following is NOT recommended as a strategy to resolve conflict?

Which of the following is NOT a reflective phrase that can lead to positive communication?