I.

Multiple Choice
Choose the best answer on the question.

1. ____________ is the ability to accurately receive and interpret messages in

the communication process.
a. Listening
b. Paraphrasing
c. Empathy
d. None of the above
2. ___________ is the type of listening that involves understanding the
message or messages that are being communicated.
a. Empathy
b. Comprehensive learning
c. Discriminative listening
d. Comprehensive listening
3. We can be said to be engaged in ___________ when the goal is to evaluate
or scrutinise what is being said.
a. Comprehensive learning
b. Discriminative listening
c. Critical listening
d. None of the above
4. Whenever you listen to learn something, you are engaged in ____________.
a. Informational listening
b. Critical listening
c. Paraphrasing
d. Listening
5. ___________ is a brief record of something that one has written down on
paper.
a. Noting details
b. Paraphrasing
c. Feedback
d. Recording
6. Noting details effectively means just noting down _________.
a. Unimportant information
b. Phone numbers
c. Word for word
d. Important information
7. “Try to use short concise points,” concise means:
a. Wordy
b. Elaborate
c. Formal
d. Using few words
8. ____________is a concise response to the speaker which restates the
essence of their content in your own words.
a. Paraphrasing
b. Listening
c. Empathy
d. Complaining
9. Paraphrasing is restating another person’s statement in __________to
gain understanding.
a. Concise phrases
b. Flowery words
c. Your own words
d. Their exact words

II. True or false with a twist

Instruction: Answer T if the statement is true and if it is false change
the statement to make it correct.

10. Listening refers to the sounds that you hear, whereas hearing requires
more than that.
11. Critical listening is a much more active behaviour than informational
listening.
12. Informational listening is about analysing opinion and making a
judgement.
13. Sympathy listening involves attempting to understand the feelings and
emotions of the speaker – to put yourself into the speaker’s shoes and
share their thoughts.
14. Empathy assures the guest that their complaint, concern was heard.
15. Try to use long concise points, single words or phrases or short
sentences.
16. Write down everything that is said, word-for-word.
17. Parroting is when you use your own words to tell what you think the
speaker meant, not what they said.

III. Essay

1. Discuss briefly the importance of effective listening in customer service.

(1pt.)
2. Discuss briefly how important is note taking in receiving guest’s
complaints/concern. (1pt.)
3. Discuss briefly how paraphrasing will help pacify an angry guest. (1pt.)