1. What is listening and why is it important?

2. Listening is a learned active process. List the phases of an active listener, then elaborate on (1) one of them.

3. After listing the 5 characteristics of a good listener, describe one of them using your own words

4. Explain in your own words what an “:Open Ended” question is. Write (2) open ended questions.

5. Explain in your own words what a “Close Ended” question is. Write (2) close ended questions.

6. Using complete sentences and paragraphs, state what techniques or strategies can be used to improve your listening skills

7. What obstacles to effective listening have you experienced, either as a customer service professional or as a customer?

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