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Multiple Choice
Choose the best answer on the question.
10. Listening refers to the sounds that you hear, whereas hearing requires
more than that.
11. Critical listening is a much more active behaviour than informational
listening.
12. Informational listening is about analysing opinion and making a
judgement.
13. Sympathy listening involves attempting to understand the feelings and
emotions of the speaker – to put yourself into the speaker’s shoes and
share their thoughts.
14. Empathy assures the guest that their complaint, concern was heard.
15. Try to use long concise points, single words or phrases or short
sentences.
16. Write down everything that is said, word-for-word.
17. Parroting is when you use your own words to tell what you think the
speaker meant, not what they said.
III. Essay