Soft Skills - Communication Communication: Empathy and Active Listening 1

Question 1

When a patient tells you they are scared about an upcoming procedure, which response best demonstrates empathetic listening?

Accepted Answer

'I understand you're feeling scared. Can you tell me more about what's worrying you?'

Answer

Acknowledging the patient's emotion and inviting them to share more validates their feelings and opens genuine dialogue. Dismissing or minimizing fear ('don't worry') shuts down communication and erodes trust.

Question 2

Which of the following is the BEST example of an open-ended question during active listening?

Accepted Answer

'How did that situation affect you?'

Answer

Open-ended questions like 'How did that affect you?' invite a full, unrestricted response, giving the speaker control over what they share. Closed or leading questions (yes/no or suggesting an answer) limit expression.

Question 3

A colleague pauses mid-sentence and looks down while describing a difficult situation. The most appropriate active listening response is to:

Accepted Answer

Wait silently and allow them time to continue at their own pace.

Answer

Silence and patience signal respect and give the speaker psychological safety to continue. Finishing their sentence or jumping to advice interrupts their thought process and can feel dismissive.

Question 4

During a conversation, your phone buzzes repeatedly and you glance at it. How does this most likely impact the speaker?

Accepted Answer

It communicates that their message is less important than your phone.

Answer

Checking a phone is a distraction that sends a nonverbal message that the speaker's words are not your priority, breaking trust and reducing openness. Nodding while distracted is perceived as insincere.

Question 5

A new employee tells you they feel overwhelmed and unsure they made the right career choice. Which response demonstrates both empathy AND active listening?

Accepted Answer

'It sounds like you're feeling overwhelmed and questioning your decision. That's a lot to carry. What's been the hardest part so far?'

Answer

Reflecting the speaker's emotions, validating their experience, and asking a follow-up question all demonstrate empathy and active listening. Immediately shifting to your own story redirects the focus away from them.

Soft Skills - Communication Practice Test

Soft Skills - Communication Practice Test

Soft Skills - Communication Communication: Empathy and Active Listening 1