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

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:

Accepted Answer

Confirm understanding and show the visitor they have been heard

Answer

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?

Accepted Answer

Can you tell me more about what occurred?

Answer

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:

Accepted Answer

Acknowledge the emotion before moving to problem-solving

Answer

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:

Accepted Answer

Formulating your response while the visitor is still speaking

Answer

Formulating a response while the visitor speaks diverts attention from what is being said, which is the opposite of active listening.

(COOP) Certified Organizational Ombuds Practitioner Practice Test