Leadership Session 7: Active Listening Techniques

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Questions and Answers

What is the primary purpose of paraphrasing in active listening?

To interrupt the speaker for clarity

To challenge the speaker's thoughts

To summarize the conversation

To restate information using different words (correct)

Which of the following is an example of clarifying?

I didn't catch that.

That's a good point.

I understand everything you said.

Can you say more about what you just mentioned? (correct)

What does reflecting in active listening aim to achieve?

To disagree with the speaker's view

To relay feelings back to the speaker (correct)

To summarize factual information

To analyze the speaker's motives

What is a key reason for using the clarifying technique?

To check the accuracy of your understanding Signup and view all the answers

Which of the following actions should be considered a ‘Don’t’ in active listening?

Using technical jargon Signup and view all the answers

When reflecting on a speaker's feelings, what type of statement would be appropriate?

It seems like you felt confused and worried. Signup and view all the answers

What is an essential part of active listening that can help to build rapport?

Using mirroring techniques Signup and view all the answers

Which of the following is NOT a benefit of active listening?

Increased chance of conflict escalation Signup and view all the answers

Which technique encourages the speaker to elaborate on their ideas?

Clarifying Signup and view all the answers

Why is it important to recognize ‘feeling words’ in active listening?

To understand the emotional context of the conversation Signup and view all the answers

What is NOT considered a roadblock to good listening?

Praising Signup and view all the answers

Which of the following actions can improve active listening?

Using observer form effectively Signup and view all the answers

What is the first component of the Hamburger Method for giving feedback?

Positive recognition Signup and view all the answers

Which statement is true about the role of the observer in active listening?

The observer evaluates the listener's effectiveness. Signup and view all the answers

Which of the following does not belong to the category of fixing in listening?

Evaluating Signup and view all the answers

Which of the following is an example of a behavior that disrupts active listening?

Focusing on your own agenda Signup and view all the answers

Hertzberg’s Two-Factor Theory is primarily concerned with what aspect?

Job satisfaction and motivation Signup and view all the answers

Which technique is encouraged for transitioning from positive to constructive feedback in the Hamburger Method?

Using the word 'and' Signup and view all the answers

The active listening simulation has what purpose?

To improve listening and feedback skills Signup and view all the answers

Which of the following is not a behavior that indicates effective listening?

Interjecting comments Signup and view all the answers

What is the primary purpose of summarizing in a conversation?

To identify key ideas and feelings the speaker expressed Signup and view all the answers

Which of the following statements is an example of a summarizing technique?

I believe I have captured the main points: firstly ____ , secondly ____ , thirdly ____. Signup and view all the answers

What is considered a key element of active listening?

Listening more than you talk Signup and view all the answers

Which of the following is a suggested behavior to avoid in active listening?

Demonstrating impatience Signup and view all the answers

What is the most important aspect of active listening?

Pacing or mirroring the speaker's feelings Signup and view all the answers

Which behavior demonstrates poor listening skills?

Responding with accusatory language Signup and view all the answers

What does effective summarizing help to achieve?

A deeper understanding of a person's feelings Signup and view all the answers

What should you avoid when listening actively?

Multitasking during the conversation Signup and view all the answers

Why is understanding feelings important in communication?

It builds trust and deeper connections Signup and view all the answers

Which statement reflects a misconception about active listening?

One should think about responses while the speaker is talking Signup and view all the answers

Study Notes

SKEMA Business School Leadership: Session 7

Session focuses on active listening and motivation
Topics covered in session 7:
- Slides 2-6: 4 Good Active Listening
- Slides 7-9: Paraphrasing, Clarifying
- Slides 10-1e: Reflecting, Summarizing
- Slides 18-19: Tips for Active Listening (DO's & DON'Ts)
- Slides 20-23: Mirroring, Roadblocks to good listening ("feeling words")
Active listening basics include: Listening for the whole message, Being Non-judgmental, Being understanding and supportive, Developing the desire to listen
Paraphrasing: Restating information using different words to more concisely reflect what the speaker said; expressing the meaning using simple words.
Clarifying: Inviting speakers to explain aspects of what was said.
Reflecting: Relaying what was said back to the speaker to show understanding of how she/he feels about something.
Summarizing: Identifying and integrating key ideas and feelings expressed by the speaker.
Active listening DO's: Listen more than you talk, let the speaker finish before responding, ask open-ended questions, remain attentive to what's being said, be aware of your biases, manage your emotions, be attentive to ideas and problem-solving opportunities, and give verbal and nonverbal messages that you are listening
Active listening DON'Ts: Act bored, dominate conversation, interrupt, finish sentences, jump to conclusions, respond with blaming/accusatory language, become argumentative, demonstrate impatience/multitask, mentally compose responses, listen with biases, or shut out new ideas
Most important part of active listening: Pacing or mirroring the feelings of the person you are listening to; understanding feelings builds trust.
Feeling words examples include: concerned, desperate, confused, angry, frustrated, discouraged, annoyed, belittled, patronized, put-down, understood, turned off, pleased, uncomfortable, resentful.
Roadblocks to good listening: Diverting, evaluating, interrupting
Simulation: Students rotate roles as Clients, Observers, and Active Listeners.
Feedback method: "Hamburger Method" - Soft (mentioning positive aspects), Sauce (smooth transition), and Hard (constructive feedback)
5 Motivation Theories:
- Herzberg's Two-Factor Theory (video provided)
- Maslow's Hierarchy of Needs (video provided)
- Hawthorne Effect (video provided)
- Expectancy Theory (video provided)
- Attribution Theory (video provided)

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Description

This quiz focuses on Session 7 of the SKEMA Business School Leadership program, which emphasizes the importance of active listening and motivation. Participants will explore techniques such as paraphrasing, clarifying, reflecting, and summarizing, along with tips to enhance their listening skills. Engage with key concepts to improve communication and leadership effectiveness.