week six- Listening

week six- Listening

Listening Skills:This quiz will Discuss how active listening is an important guest service skill. Active listening involves paying attention to what is being said and not what you think you are hearing.

published on October 23, 20162 responses 0
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1/5

: Some months like October have 31 days. Only February has precisely 28 – except leap year. How many months have 30 days?

: Some months like October have 31 days. Only February has precisely 28 – except leap year. How many months have 30 days?
5 months
6 months
11 months
2/5

It is important to give our guests your complete attention by actively listening to their requests.
Choose the characteristics of good active listening.

It is important to give our guests your complete attention by actively listening to their requests. Choose the characteristics of good active listening.
holds eye contact, does not interrupt, does not get emotional, stays on topic, asks questions
holds their breath, does not interrupt, agrees no matter what, does other tasks while guest is talking, doesn't get emotional
holds eye contact, does interrupt, get emotional, does not stay on topic, asks questions
3/5

Why is body language important in active listening?

Why is body language important in active listening?
People don't like slouchers. Sit up straight and tuck in your shirt and everything will be fine.
People base their judgement not only on what we say but how we act as well. If we slouch or stare at the ceiling the customer may
still respond negatively even if we solve their problem.
It doesn't matter as long as you can fix the guest's problem quickly and efficiently.
4/5

Why should you always restate what you heard to the speaker?

Why should you always restate what you heard to the speaker?
To make sure the speaker knows how petty they sound.
We restate what the guest told us to make sure we get a chance to speak too.
To clarify what the guest is saying, and ensure that you both are on the same page.
5/5

What is Active listening?

What is Active listening?
Active listening is a way to have a conversation and get other things done while you are at it.
Active listening is a way of listening and responding to another person that improves mutual understanding. Often when people talk
to each other, they don=t listen attentively. They are often distracted, half listening, half thinking about something else.
Being compelled to challenge every point the speaker makes, even if you inwardly agree. That is what makes listening active.