Royal University of Phnom Penh Communication Skills 401

Institute of Foreign Languages Lecturer: Thou Narong (TNG)

Department of English Academic Year: 2020-2021
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Part 2: Listening Skills, Negotiation Skills and

Name: In Chanrattana
Dealing with Conflict

(Worksheet 5)

Listening Skills (pp. 35 – 47)

I. Find appropriate key terms for the following definitions.

Active listening
1. _____________________________ a listening technique in which the listener works at paying
attention to the whole message – that is, the content and the
feeling.
Attending Listening
2. _____________________________ focusing on the speaker by giving physical attention
Encouraging listening
3. _____________________________ a form of listening that invites the speaker to disclose their
thoughts and feelings.
Reflecting listening
4. _____________________________ restating to the speaker the feeling and content in their
message.
Paraphrasing
5. _____________________________ expressing the meaning of what is said, using different
words from the original.
Clarifying
6. _____________________________ a communication technique that aims to bring accuracy to
an area of confusion. The listener explains how they have
interpreted the message.
Summarising
7. _____________________________ in listening, restating in a condensed way the most
important points.
Barrier
8. _____________________________ obstructions that occur when the message received is not
necessarily the same as the message sent.
Empathy
9. _____________________________ the ability to share someone else's feelings or experiences
by imagining what it would be like to be in their situation.
Feedback
10. _____________________________ information or statements of opinion about something, such
as a new product, that provide an idea of whether it is
successful or liked

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II. Are the following statements true (T) or false (F)? Correct the false ones.

1. Hearing and listening are different. Hearing is physical process in which the ears receive
sensations or stimuli and transmit them to the brain, while listening refers to the
interpretative process that takes place when we hear something.
True
_____________________________________________________________________________________________________
2. In the work environment, people listen in order to understand instructions, receive new
information, understand changes in procedure and interact with other people.
True
_____________________________________________________________________________________________________
3. Listening involves both hearing and striving to understand the other person’s feelings.
False: message
_____________________________________________________________________________________________________
4. The four listening skills are attending listening, encouraging listening, reflecting
listening, and active listening.
True
_____________________________________________________________________________________________________
5. Feedback is the connecting, continuing or completing link between listener and speaker.
True
_____________________________________________________________________________________________________
6. Barriers to listening can arise in the sender, the receiver, the message, the channel, the
environment or the way in which feedback is given.
True
_____________________________________________________________________________________________________
7. Barriers in the listeners may be due to boredom, a difference in values between the
speaker and listener, lack of interest or ineffective verbal responses from the listener.
True
_____________________________________________________________________________________________________

III. Answer the following questions.

1. What are the two broad purposes served by listening?

1. As the sender of a message, listening to your receiver's answers provides feedback on how the other
_____________________________________________________________________________________________________
person has interpreted your message
_____________________________________________________________________________________________________
2. As the receiver of a message, listening to the information from the other person allow you to understand
_____________________________________________________________________________________________________
the meaning
_____________________________________________________________________________________________________
2. Identify three examples of nonverbal feedback you might use in attending listening.
- Eye contact
_____________________________________________________________________________________________________
- Posture
_____________________________________________________________________________________________________
- Body movement
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________

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 3. If you wanted to listen carefully to a colleague, what aspects of the environment would
you attend to?
- Create an environment without distraction or interruption.
_____________________________________________________________________________________________________
- Remove any physical barrier between you and the speaker
____________________________________________________________________________________________________ _
-_____________________________________________________________________________________________________
Establish an environment where you can both feel relaxed

_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
4. (A) Name four strategies that a listener can use to provide feedback when using
encouraging listening skills.
- Invitation to disclose
_____________________________________________________________________________________________________
- Minimal and brief response
_____________________________________________________________________________________________________
- Pause
_____________________________________________________________________________________________________
- Use encouraging question
_____________________________________________________________________________________________________
(B) Explain the difference between open and closed questions.
1. Open questions are questions which cannot be answered with just 'yes' or 'no'. open questions can encourage
_____________________________________________________________________________________________________
learners to expand on their answers, which requires them to construct longer examples of language.
_____________________________________________________________________________________________________
2.Closed-ended questions are questions that can only be answered by selecting from a limited number of
_____________________________________________________________________________________________________
options, usually multiple-choice, 'yes' or 'no', or a rating scale (e.g. from strongly agree to strongly disagree)
_____________________________________________________________________________________________________
(C) ‘Avoid ‘why’ questions because they can make the other person defensive.’ Briefly
explain this statement.
Rather than encouraging speakers to explore their actions, a 'why' question urges them to justify their
_____________________________________________________________________________________________________
action. Speaker may feel threatened because the 'why' question sounds as if the listener disapproves of
_____________________________________________________________________________________________________
their action
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
5. (A) What is the main purpose of encouraging listening and reflective statements?
-_____________________________________________________________________________________________________
encouraging listening indicates that the listener is willing to do more than listening. It invites speaker
to say more and to disclose their thought and feeling
_____________________________________________________________________________________________________
- _____________________________________________________________________________________________________
Reflective statement are when you reflect feelings by expressing, in brief statement, the essential
feeling you receive from the message
_____________________________________________________________________________________________________
(B) Define the term ‘paraphrasing’ and explain its purpose as a listening response.
Paraphrasing focus on the content rather than the feeling. It restates the essential part of the message
_____________________________________________________________________________________________________
concisely in your own word. Paraphrasing helps to achieve accurate understanding of the content.
_____________________________________________________________________________________________________
It is useful at work to confirm instruction or information before you take
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________

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 (C) Define the term ‘reflective statement’ and explain its purpose as a listening
response.
A reflection statement is a complementary task that will accompany other assessment types. A
_____________________________________________________________________________________________________
reflection statement requires students to discuss the process of producing the associated assessment
_____________________________________________________________________________________________________
task. In a reflection statement, students need to explain why they made the decisions they did.
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
(D) Define the term ‘clarifying question’ and explain its purpose as a listening response.
Clarifying question are simple questions of fact. They clarify the dilemma and provide the nuts and
_____________________________________________________________________________________________________
bolts so that the participants can ask good probing questions and provide useful feedback.
_____________________________________________________________________________________________________
Clarifying gives feedback to the speaker and show the listener's understanding of the message.
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
(E) Define the term ‘summarizing’ and explain its purpose as a listening response.
Summarizing is defined as taking a lot of information and creating a condensed version that covers the
_____________________________________________________________________________________________________
main points. It is used to restate, in a condensed way, the most important points in a long conversation,
_____________________________________________________________________________________________________
or to gather points together at the end of a discussion in order to conclude and give direction.
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
6. (A) ‘Active listening goes one step further than mirroring the content and feelings.’
Explain this statement.
Active listener mirrors the content and feeling and also communicate to other people that you
_____________________________________________________________________________________________________
understand the problem from their point of view. An active listener has empathy with the speaker.
_____________________________________________________________________________________________________
They also help other people to reach their own decision and form their own insight.
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
(B) When is active listening most useful?
Active listening let the speaker find their own understanding and insight.
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
(C) List four benefits of using active listening skills.
- It helps you build connections
_____________________________________________________________________________________________________
- It helps you build trust
_____________________________________________________________________________________________________
- It helps you identify and solve problems
_____________________________________________________________________________________________________
- It helps you increase your knowledge and understanding of various topics
_____________________________________________________________________________________________________
7. What is the role of feedback in the listening process?
Feedback is a key component of active listening. ... Feedback helps another person to consider changing
_____________________________________________________________________________________________________
behavior or altering a message. It is communication with a person (group) that gives that person
_____________________________________________________________________________________________________
information about how he or she affects others.
_____________________________________________________________________________________________________

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8. ‘Barriers interfere with the message.’ Explain this statement.
Barriers may lead to your message becoming distorted and you therefore risk wasting both time and/or
_____________________________________________________________________________________________________
money by causing confusion and misunderstanding. Effective communication involves overcoming
_____________________________________________________________________________________________________
these barriers and conveying a clear and concise.
_____________________________________________________________________________________________________
_____________________________________________________________________________________________________
9. What is the difference between listening barriers caused by the sender of the message
and those caused by the receiver of the message?
- Sender: Lack of knowledge or insufficient ideas about the receiver. Negative attitude or lack of
_____________________________________________________________________________________________________
interest towards message; unwilling to communicate it. Negativity towards the receiver.Lack of
_____________________________________________________________________________________________________
concern for feedback from the receiver; it thwarts the intent of the communication. A receiving barrier
_____________________________________________________________________________________________________
is when the receiver says or does something that causes the senders message to not be received.
_____________________________________________________________________________________________________
10. ‘A person’s attitude can cause a communication barrier.’ Explain this statement.
We feel more free to communicate our thoughts and share our feelings with someone who talks
_____________________________________________________________________________________________________
positively rather than negatively. A positive attitude leads to open communication and the outcomes
_____________________________________________________________________________________________________
are always better than a closed communication.
11. List some examples of listening barriers.
-_____________________________________________________________________________________________________
Judgment of the speaker or the topic
-_____________________________________________________________________________________________________
Getting ready to speak or thinking about your counterargument
- Distraction or daydreaming
_____________________________________________________________________________________________________
- Making assumptions or reading the mind of the speaker.
_____________________________________________________________________________________________________
- Boredom or lack of interest
_____________________________________________________________________________________________________
- The listener's dislike of the personality or physical appearance of the speaker
_____________________________________________________________________________________________________
- A desire to change rather than accept the speaker
_____________________________________________________________________________________________________
- A tendency to make early conclusions or to listen only for the pause when the speaker can be
_____________________________________________________________________________________________________
interrupted

THIS IS THE END OF WORKSHEET 5.