Southern New Hampshire University
COM-212 Public Speaking
EXAM 2 questions and answers
Sean decided to catch up on emails instead of listening to Olivia's presentation. He kept his
phone on silent and checked it frequently.
Which rule of active listening does this behavior violate?
● Be courteous
Nora and Sean are salespeople at a hardware distribution company. Nora has just joined the
company, and Sean is a 10-year veteran. Both attended a full-day training session about
building effective communication with customers delivered by Olivia, a member of human
resources.
Because Nora is new to the company, this was her first training session with Olivia. Sean has
attended many of these sessions before. After Olivia announced the agenda for the day’s
training, she introduced an interactive activity and distributed a handout. Nora’s previous
employer used the same activity and handout in a similar training, so she was happy that she
wouldn’t be completely lost.
Which of the following examples is NOT a form of plagiarism?
● Olivia tells her boss about some new product ideas discussed at a recent conference
she attended
In the afternoon, Olivia played a recording of a phone call between a customer and one of the
company’s account managers. Nora was surprised to hear that the account manager listened
more than she spoke while the customer talked about his difficulty selling building materials
during the previous quarter.
The account manager asked probing questions and repeated key points back to the customer
before suggesting actions to improve sales in the next quarter. Olivia also pointed out that the
next time the account manager heard from this customer, she was able to recall the
conversation.
There are five stages of listening. Which is the correct sequence of the first three stages?
1. The stage during which the listener determines the context and meaning of the words that are
