Communication & Active Listening Skills Flashcards

Which communication barrier most commonly causes a coach to miss important client information?

Answer: Formulating the next question while the client is still speaking

Mentally preparing the next question while the client speaks is a classic internal barrier that reduces genuine listening.

What does 'calibrating' mean in the context of coaching communication?

Answer: Noticing subtle changes in a client's physiology or voice to gauge their state

Calibrating means observing non-verbal and paraverbal shifts to sense changes in the client's emotional or mental state.

A client consistently avoids eye contact and speaks in a monotone voice. A skilled leadership coach would FIRST:

Answer: Curiously explore what the client is experiencing right now

Curiosity-driven exploration respects the client's autonomy and surfaces the real meaning behind non-verbal signals.

When delivering feedback to a coaching client, the MOST effective sequence is:

Answer: Observation → impact → request

The Observation–Impact–Request model keeps feedback specific, non-judgmental, and action-oriented.

Which of the following is an example of 'bottom-up' listening?

Answer: Letting the client's words and cues shape the coach's understanding

Bottom-up listening means constructing meaning from what the client actually says rather than filtering it through prior expectations.

A coaching client sends an angry email between sessions. What communication principle should guide the coach's response?

Answer: Acknowledge the emotion first before addressing the content

Acknowledging emotion before content validates the client's experience and de-escalates the situation.

The phrase 'What I hear you saying is…' is a coaching tool that primarily serves to:

Answer: Confirm the coach's understanding and invite client clarification

This reflective stem checks the coach's interpretation and signals that the client's meaning matters above all.