NCTI 2-3 Chapters 1-2 question and answers graded A+ 2023
3 views 0 purchase
Course
Ncti
Institution
Ncti
NCTI 2-3 Chapters 1-2 question and answers graded A+ 2023Joseph is listening to Brenda, his direct report, talk about her interactions with a difficult client, yesterday. Brenda says, "I know my customer wasn't happy with our product but he really took out his frustration on me. He assumed I was th...
why is active listening better than interested lis
Written for
Ncti
All documents for this subject (395)
Seller
Follow
maxiscore
Reviews received
Content preview
NCTI 2-3 Chapters 1-2 question and
answers graded A+ 2023
Joseph is listening to Brenda, his direct report, talk about her interactions with a difficult client,
yesterday. Brenda says, "I know my customer wasn't happy with our product but he really took out his
frustration on me. He assumed I was the reason for his discomfort and spent ten minutes berating me to
my face with accusations, swearing, intimidating gestures and even threats to try to have me fired. It was
terrible." How can Joseph respond to Brenda to practice effective communication? - correct answer Lean
in toward her and keep eye contact.
Ask clarifying questions to better understand what she thinks about how the situation went and how she
feels about it.
Communicate compassion by saying something like, "I'm sorry this happened to you. Dealing with
customers like this one is so hard and can be really upsetting."
Why is listening important? - correct answer It enables us to resolve differences, build trust, and create
environments where creative ideas can flourish.
It lessens and relieves interpersonal conflict.
It increases productivity as everyone understands their common mission in a similar way.
It helps people to feel valued and understood, which empowers them to bring their best to the job at
hand.
Why is active listening better than interested listening? - correct answer Active listening understands the
meaning of the other person's message while interested listening assumes you've understood correctly.
Active listening listens for both intellectual and emotional understanding while interested listening may
only understand one of these areas.
the three primary skills discussed in this course that will improve your ability to actively listen. - correct
answer Quiet the inside. Quiet the outside.Ask effective questions.
Hilda is sharing client feedback with Johnny but he is having difficulty paying attention to what she is
saying. He keeps thinking about the emails piling up that he needs to respond to. He's also a little
frustrated that Hilda thinks she needs to tell him this because he knows he's not to blame. He's the best
The benefits of buying summaries with Stuvia:
Guaranteed quality through customer reviews
Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.
Quick and easy check-out
You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.
Focus on what matters
Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!
Frequently asked questions
What do I get when I buy this document?
You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.
Satisfaction guarantee: how does it work?
Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.
Who am I buying these notes from?
Stuvia is a marketplace, so you are not buying this document from us, but from seller maxiscore. Stuvia facilitates payment to the seller.
Will I be stuck with a subscription?
No, you only buy these notes for $9.99. You're not tied to anything after your purchase.
