Session 1: Active Listening
Unit 1: Communication Skills
Textual Question-Answers
Check Your Progress
A. Multiple choice questions
Read carefully the questions given below and choose the correctoption.
1. You work at the front desk of a telecom company. A customerapproaches you while you are working. The customer has a queryregarding a bill. What would you do?
(a) Do not pay attention to the customer
(b) Keep the work aside and help the customer
(c) Continue doing your work while talking inattentively to the customer(d) Ask the customer to talk to someone else
Ans: (b) Keep the work aside and help the customer
2. Which of the following can be a barrier to active listening?(a) Noisy environment
(b) Not maintaining eye contact with the speaker
(c) Not being attentive
(d) All of the above
Ans: (d) All of the above
3. Which of the following is not a stage of active listening?(a) Receiving
(b) Understanding
(c) Non-responding
(d) Evaluating
Ans: (c) Non-responding
4. What are the characteristics of an ideal message?
(a) Clear
(b) Concise
(c) Accurate
(d) All of the above
Ans: (d) All of the above
B. Short answer question (80–100 words)
1. Write down a situation you faced at school, wherein you overcamea barrier and practised active listening.
Ans: During a group discussion in school, I faced difficulty inunderstanding my classmate because the classroom was noisy. This noise actedas a barrier to active listening. I overcame this barrier by moving closer to thespeaker and maintaining proper eye contact. I also avoided distractions andlistened carefully to every point being explained. I nodded at appropriate timesand asked questions to clarify my doubts. By doing this, I was able tounderstand the topic clearly and contribute meaningfully to the discussion.
