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Active Listening & Reframing Flashcards

7 cards from real CBN practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Active Listening & Reframing flashcards as text

  1. A supplier says, 'We can't possibly deliver by your deadline.' What is the most effective reframe to open up solutions?

    Answer: Reframe it as 'What would need to change for an earlier delivery to be possible?'

    Reframing the constraint as a conditional question shifts the conversation from 'no' to problem-solving mode.

  2. Which listening behavior is most likely to cause a counterpart to shut down emotionally during a negotiation?

    Answer: Interrupting to correct factual errors mid-sentence

    Interrupting signals that finishing the thought matters less than your own point, which shuts down emotional openness.

  3. In active listening, what does the technique of 'mirroring' specifically involve?

    Answer: Repeating the last few words the counterpart said as a question

    Mirroring involves echoing the counterpart's last words as a question to prompt elaboration without leading them.

  4. A negotiating party says, 'This is our final offer—take it or leave it.' Which reframing approach best preserves the relationship while testing flexibility?

    Answer: Ask, 'Help me understand what constraints brought you to this number.'

    Asking about underlying constraints reframes the ultimatum as a problem with causes, inviting dialogue without directly challenging the position.

  5. Which of the following best describes 'positive reframing' in negotiation?

    Answer: Presenting the same facts from a perspective that highlights mutual benefit

    Positive reframing repositions information to emphasize shared gains rather than opposing positions.

  6. During a tense negotiation, your counterpart crosses their arms and looks away while speaking. What should an active listener do?

    Answer: Acknowledge the tension gently and ask an open question to re-engage

    Acknowledging emotional tension with an open question invites re-engagement without forcing the counterpart to explain their body language.

  7. What is the primary risk of over-using reframing techniques in a negotiation?

    Answer: The counterpart may perceive manipulation and lose trust

    Excessive reframing can feel manipulative, causing the counterpart to disengage or become defensive rather than collaborative.