Communication & Teamwork Active Listening 3

Question 1

What is the 'SOLER' model used for in active listening?

Accepted Answer

A framework for demonstrating attentive listening through body language: Squarely face, Open posture, Lean slightly, Eye contact, Relax

Answer

The SOLER model describes physical behaviors that signal attentive listening: facing the speaker squarely, maintaining an open posture, leaning slightly forward, maintaining eye contact, and staying relaxed.

Question 2

What is the 'ladder of inference' and how does it affect listening?

Accepted Answer

A model showing how people rapidly move from raw data to conclusions by adding assumptions and interpretations that may distort the original message

Answer

The ladder of inference illustrates how listeners quickly layer assumptions and interpretations onto a message, often climbing far from the original facts to reach conclusions that may be inaccurate.

Question 3

What is 'deep listening' and how does it differ from surface-level listening?

Accepted Answer

Deep listening means attending to the full meaning, emotion, and intent behind a message, not just the literal words

Answer

Deep listening goes beyond words to understand the speaker's emotional state, underlying intent, and unspoken needs, which leads to more empathetic and effective responses.

Question 4

How does multitasking affect the quality of active listening in professional settings?

Accepted Answer

Multitasking reduces cognitive resources available for listening, significantly degrading comprehension and retention

Answer

Research consistently shows that multitasking during conversations — such as checking a phone — significantly reduces comprehension and message retention.

Question 5

What is the purpose of 'summarizing' in active listening?

Accepted Answer

To consolidate the key points of what was shared, confirming mutual understanding and signaling that the speaker was heard

Answer

Summarizing the key points of what a speaker has shared confirms that you understood them accurately and gives them a chance to correct any misunderstanding.

Communication & Teamwork Practice Test

Communication & Teamwork Practice Test

Communication & Teamwork Active Listening 3