Directions: Choose the one best answer from among the four choices provided.

1		To prepare to listen actively, you need to commit to being mentally sharp and alert, to avoid internal distractions and to:
			A)	Eliminate all external noise.
			B)	Find out the speaker's background.
			C)	Provide timely feedback to the speaker.
			D)	Take thorough notes.
2		Sensitive listening, while being supportive and nonjudgmental, demonstrates empathy toward others when they:
			A)	Share their thoughts and feelings.
			B)	Communicate within a group.
			C)	Criticize another member of the group.
			D)	Accuse you falsely.
3		Dialogue listening is an especially effective tool for business professionals, since:
			A)	It involves more than one person.
			B)	It combines active listening skills like learning and sensitivity.
			C)	It keeps conversations focused.
			D)	It enhances a company's image.
4		Informal listening that occurs in informal business settings such as the company cafeteria is:
			A)	Illegal.
			B)	Not recommended.
			C)	Rude.
			D)	Casual.
5		In business group interactions, some members may not perceive pressure to listen carefully to all messages because they:
			A)	Are not sitting in the right place.
			B)	Are relying on others to listen and respond.
			C)	Are too important to participate.
			D)	Are afraid of appearing uninformed.
6		Since speakers talk at a rate three times slower than most people listen, the speaker should:
			A)	Talk faster so that there is no time gap between talk and listen.
			B)	Be as active as possible to keep the listener's attention.
			C)	Assume that the listeners will get bored.
			D)	Try to talk more slowly in order to emphasize each point.
7		If a listener hears an unclear message, it is the listener's responsibility to:
			A)	Wait until the speaker finally clarifies the confusion.
			B)	Use the time for making notes about a project due in a week.
			C)	Seek clarification from the speaker.
			D)	Turn to a third party for clarification.
8		Ringing telephones, employee chitchat, and the clicking of computer keyboards are all examples of:
			A)	Internal noise.
			B)	Company noise.
			C)	Listening interference.
			D)	External noise.
9		Emotionally charged words or messages can interfere with listening because:
			A)	They put the speaker in a bad light.
			B)	They insult the listener.
			C)	They cause the listener to focus on the emotion.
			D)	They cause the listener to focus on the message.
10		To use the gap between speaking and thinking times productively, a listener can:
			A)	Take mental or written notes.
			B)	Think up questions to ask the speaker.
			C)	Keep track of the number of time the speaker errs.
			D)	Check out his schedule for the next week.
11		Poor listening can create problems in business such as customer information mistakes and:
			A)	Speaker dissatisfaction.
			B)	Bad dialogue.
			C)	Message misinterpretation.
			D)	Worker discontent.
12		Conversational casual listening occurs during:
			A)	A speech before a large audience.
			B)	A speech before a small audience.
			C)	Social and spontaneous interaction with only one person.
			D)	Social and spontaneous interaction with one or more persons.
13		When a message receiver merely listens cordially without being engrossed in the exchange or participating in the interaction, the receiver is:
			A)	Being rude to the speaker.
			B)	Exhibiting polite casual listening.
			C)	Exhibiting dialogue listening.
			D)	Being distracted by external noise.
14		Not listening in meetings or other business groups can cost a business precious time and effort because messages:
			A)	Are not being heard.
			B)	Are garbled.
			C)	May need to be revised.
			D)	May need to be repeated.