COOP COOP Communication & Active Listening Skills 1 — Questions and Answers
Question 1: Which listening technique involves reflecting the emotional content of what a visitor has expressed?
- Paraphrasing
- Summarizing
- Empathic reflection (Correct answer)
- Clarifying questions
Correct answer: Empathic reflection
Empathic reflection acknowledges and mirrors the emotional dimension of what a visitor communicates, building rapport and trust.
Question 2: An ombuds paraphrases a visitor's concern primarily to:
- Create a formal record of the conversation
- Confirm understanding and show the visitor they have been heard (Correct answer)
- Identify legal liability for the organization
- Prepare a written report for management
Correct answer: Confirm understanding and show the visitor they have been heard
Paraphrasing confirms the ombuds's understanding and signals to the visitor that their concern has been accurately received.
Question 3: Which of the following is an example of an open-ended question in ombuds practice?
- Did your manager yell at you?
- Is this the first time this happened?
- Can you tell me more about what occurred? (Correct answer)
- Do you want to file a formal complaint?
Correct answer: Can you tell me more about what occurred?
Open-ended questions invite the visitor to share in their own words, eliciting richer information than yes/no questions.
Question 4: When a visitor is highly emotional, the ombuds should first:
- Redirect to factual details immediately
- Acknowledge the emotion before moving to problem-solving (Correct answer)
- Suggest the visitor return when they are calmer
- Take detailed notes to capture accuracy
Correct answer: Acknowledge the emotion before moving to problem-solving
Acknowledging emotion first creates the psychological safety needed for productive conversation and prevents the visitor from feeling dismissed.
Question 5: Active listening in ombuds practice includes all of the following EXCEPT:
- Maintaining appropriate eye contact
- Formulating your response while the visitor is still speaking (Correct answer)
- Noticing non-verbal cues
- Allowing silence when the visitor pauses
Correct answer: Formulating your response while the visitor is still speaking
Formulating a response while the visitor speaks diverts attention from what is being said, which is the opposite of active listening.
Question 6: Silence used strategically by an ombuds during a conversation typically serves to:
- Signal disapproval of the visitor's behavior
- Allow the visitor space to reflect and continue sharing (Correct answer)
- End the conversation politely
- Demonstrate neutrality
Correct answer: Allow the visitor space to reflect and continue sharing
Strategic silence gives visitors room to process their thoughts and often prompts deeper disclosure without pressure.
COOP COOP Communication & Active Listening Skills 1
Which listening technique involves reflecting the emotional content of what a visitor has expressed?