COOP COOP Communication & Active Listening Skills

Question 1

Which listening technique involves reflecting the emotional content of what a visitor has expressed?

Accepted Answer

Empathic reflection

Answer

Paraphrasing

Answer

Summarizing

Answer

Clarifying questions

Question 2

An ombuds paraphrases a visitor's concern primarily to:

Accepted Answer

Confirm understanding and show the visitor they have been heard

Answer

Create a formal record of the conversation

Answer

Identify legal liability for the organization

Answer

Prepare a written report for management

Question 3

Which of the following is an example of an open-ended question in ombuds practice?

Accepted Answer

Can you tell me more about what occurred?

Answer

Did your manager yell at you?

Answer

Is this the first time this happened?

Answer

Do you want to file a formal complaint?

Question 4

When a visitor is highly emotional, the ombuds should first:

Accepted Answer

Acknowledge the emotion before moving to problem-solving

Answer

Redirect to factual details immediately

Answer

Suggest the visitor return when they are calmer

Answer

Take detailed notes to capture accuracy

Question 5

Active listening in ombuds practice includes all of the following EXCEPT:

Accepted Answer

Formulating your response while the visitor is still speaking

Answer

Maintaining appropriate eye contact

Answer

Noticing non-verbal cues

Answer

Allowing silence when the visitor pauses

Question 6

Silence used strategically by an ombuds during a conversation typically serves to:

Accepted Answer

Allow the visitor space to reflect and continue sharing

Answer

Signal disapproval of the visitor's behavior

Answer

End the conversation politely

Answer

Demonstrate neutrality