Workplace Communication · Level 2 of 5 · Foundations

Listening and asking questions

Active listening, open questions, and checking understanding.

Study notes

Active listening means paying full attention, not interrupting, and showing you understood.
Paraphrase to check understanding: 'So the main issue is the shipping delay, right?'
Open questions (what, how, tell me about) invite detail. Closed questions (yes or no) confirm facts.
Notice nonverbal cues such as tone and body language, and ask instead of assuming.
Summarize decisions and next steps at the end of a conversation.

Quiz: 6 questions

Choose one answer for each question, then check your answers. Score 5 of 6 to pass. Then enter your name and email to download a PDF certificate and have a copy emailed to you. Answers are graded in your browser.

1. Which is an open question?

What got in the way of finishing the report? Did you finish? Is it done? Yes or no?

2. Paraphrasing helps by:

Checking that you understood correctly Ending the conversation Changing the topic Showing you disagree

3. Active listening includes:

Full attention and not interrupting Checking your phone Planning your reply while they talk Finishing their sentences

4. A coworker seems upset but says 'fine'. A good response is:

Ask gently if they want to talk about it Assume they are fine Tell others Ignore them

5. At the end of a conversation you should:

Summarize decisions and next steps Leave quickly Start a new topic Say nothing

6. Closed questions are useful for:

Confirming specific facts Exploring feelings Brainstorming Long explanations

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