Answers to in-text Questions
| Caption | Answer |
| Enabling someone to talk about a problem or concern is known as what type of listening? | Enabling someone to talk about a problem or concern is known as therapeutic listening. |
| Customer service representatives often appear to be listening actively, but they do not really understand the point of view of the customer. If they attempted to make a personal connection with the customer and actively worked to create shared understanding, what type of listening would they be doing? | If they did attempt to make a personal connection and worked to create shared understanding, they would likely be using engaged listening. |
| Are there some types of relationships or areas of life that do not require critical evaluation? | No. All relationships and even the most mundane parts of life require critical evaluation. |
| Why are wandering thoughts so common? | Listeners are able to process information at a faster rate than people generally speak.Wandering thoughts are so common because we can process words much faster than they can be spoken, making it easy for us to lose focus. |