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
A colleague reports that in their last negotiation they 'heard' everything but retained little content. Which active listening component were they most likely neglecting?
Answer: Mental summarizing while listening
Mentally summarizing key points during a conversation is the retention component of active listening that aids recall.
Which scenario is the best example of a 'cognitive reframe' in a business negotiation?
Answer: Changing your own perspective from 'I am losing ground' to 'I am gathering information'
A cognitive reframe changes your internal interpretation of events, reducing reactive emotions and improving decision quality.
When a negotiator uses 'labeling' as an active listening tool, what is the goal?
Answer: To name the counterpart's apparent emotion to validate and diffuse it
Labeling identifies and verbalizes the counterpart's emotion (e.g., 'It seems like you're frustrated'), which validates feelings and reduces their intensity.
How does reframing a 'position' into an 'interest' most directly benefit a negotiation?
Answer: It shifts focus from fixed stances to underlying needs, expanding solution space
Moving from positions to interests reveals the 'why' behind demands, enabling creative solutions that satisfy both parties' core needs.
A buyer says, 'Your price is way too high.' An active listener's best immediate response is to:
Answer: Ask, 'Compared to what are we too high?' to understand their reference point
Asking for a comparison reference point gathers information about the counterpart's anchor and reveals the true gap before any concession is made.
Which of the following is a hallmark difference between 'active listening' and 'passive listening' in negotiation contexts?
Answer: Active listeners formulate responses only after fully hearing the counterpart
Active listening requires suspending response preparation until the counterpart finishes, ensuring full comprehension before reacting.
In CBN methodology, reframing an adversarial negotiation as a 'joint problem-solving session' is intended to achieve what primary outcome?
Answer: Shift the psychological dynamic from competition to collaboration
Reframing the session as joint problem-solving changes the relational dynamic, encouraging both parties to work toward shared solutions rather than positional victories.