Oral Communication: Effective Listening Skills

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What is the primary focus when using the power of listening?

Repeating what the speaker said

Evaluating what the speaker is saying

Preparing your response

Giving 100% of your attention (correct)

What is an example of a barrier to listening?

Maintaining eye contact

Reflecting on what is being said

Selective listening (correct)

Asking questions

What is a characteristic of bad listening habits?

Asking clarifying questions

Rehearsing your response (correct)

Maintaining a neutral attitude

Remembering key points

What is an active listening technique?

Summarizing what was said Signup and view all the answers

Why is it important to avoid interruptions when listening?

To allow the speaker to finish their thoughts Signup and view all the answers

What is a technology trend that businesses should be mindful of?

Artificial intelligence (AI) Signup and view all the answers

What can be an indicator of a company's popularity?

Strong search engine optimization (SEO) usage Signup and view all the answers

Why is it important to evaluate weaknesses in a business?

To identify areas for improvement Signup and view all the answers

What can be learned from attending conferences where competitors are present?

Competitors' goals and plans for the future Signup and view all the answers

How can pushing employees to try new things and think differently help a business?

It strengthens the operation and helps reach short and long term goals Signup and view all the answers

What can provide valuable insights into a company's competitive landscape?

Gaining insights from customers Signup and view all the answers

What can learning a new skill or gaining new knowledge do for a business?

It can only help the business Signup and view all the answers

How can assessing competition help a business?

It helps to avoid complacency Signup and view all the answers

What can encouraging innovation at the workplace do for a business's operation?

It can strengthen the operation Signup and view all the answers

What can innovating new solutions do for a business's goals?

It can help to reach the goals quicker Signup and view all the answers

Why is supporting employee growth important for a business?

It can help a business attract and retain talent Signup and view all the answers

What is a benefit of finding and catering to niche markets?

Better customer relationships Signup and view all the answers

What is one way to improve a customer's negative experience?

Offering a discount on the product or service Signup and view all the answers

Which of the following is a key trait for customer service teams?

Empathy Signup and view all the answers

What is the result of going after niche markets in addition to your current market?

Increased visibility Signup and view all the answers

Why is admitting to mistakes important in customer service?

To turn a negative experience into a positive one Signup and view all the answers

What is one way to establish yourself as a leading source in a niche market?

Building personal relationships with customers Signup and view all the answers