When Calvin explained his problem to Melissa, her facial ...

[ENagel]

When Calvin explained his problem to Melissa, her facial expressions and comments encouraged him to say more. She occasionally restated to make sure she understood what he was saying. Which stage of listening was Melissa exemplifying?
 
  A) Reflecting
  B) Probing
  C) Deflecting
  D) Advising

Question 2

You need to turn in your expense account. This is your first one. Mary, your co-worker, has turned in over 50 in the last two years.
 
  As you explain a problem related to turning in your expense account to her, which response type would be most appropriate for Mary to use?
  A) Advising response
  B) Deflecting response
  C) Probing response
  D) Reflecting response

[vseab]

Answer to Question 1

Answer: A
Explanation: A) Correct. Melissa restated his problem in an attempt to make sure she understands it, which is called reflective listening.
B) Incorrect. Probing responses seek additional information by asking a question about what has been said. Melissa has not asked additional clarifying questions but has restated his problem in an attempt to make sure she understands it. This is called reflecting.
C) Incorrect. A deflecting response switches the focus from the problem selected by the communicator to one selected by the listener. Here, Melissa has allowed Calvin to remain in control of the conversation but has restated his problem in an attempt to make sure she understands it. This is called reflecting.
D) Incorrect. An advising response provides direction, opinion, or instructions. Here, Melissa has not provides specific advice to Calvin but has restated his problem in an attempt to make sure she understands it. This is called reflecting.

Answer to Question 2

Answer: A
Explanation: A) Correct. Here, you are looking for specific advice about your expense report. An advising response is most appropriate when the listener has expertise that the communicator does not possess or when the communicator is in need of direction.
B) Incorrect. A deflecting response is most appropriate when a comparison or reassurance is needed. Here, you are not looking for sympathy or reassurance but for specific advice about your expense report. An advising response is most appropriate when the listener has expertise that the communicator does not possess or when the communicator is in need of direction.
C) Incorrect. A probing response is appropriate when the listener needs to acquire additional information or to help the communicator say more about the topic. Here, it is relatively clear what the problem is. Mary would not need additional information, and you do not have anything left to share. An advising response is most appropriate when the listener has expertise that the communicator does not possess or when the communicator is in need of direction.
D) Incorrect. A reflecting response is most appropriate when the listener want to communicate that he or she understands and accepts the person. Here, you are not experiencing any particular emotional needs but are seeking assistance filling out an expense report. An advising response is most appropriate when the listener has expertise that the communicator does not possess or when the communicator is in need of direction.