Haley investigates the local school system’s handling of fundraiser money. After being assured she and her husband will not be mentioned in Haley’s article, the band director’s wife confidentially informs Haley that her husband knows the principal took the fundraising money to pay a gambling debt, but he will pay all of it back by the end of the month. Haley prints a front-page story naming the band director as a source, and the principal fires him. Haley obviously does not believe in ______.

Listening only to what is communicated in words or at the content level while ignoring information about the relationship between the speaker and listener is:

a. Defensive listening. b. Ambushing. c. Monopolizing. d. Literal listening.

When Mona, the customer service representative at a local retail store, encounters an emotional client, a good way for her to handle the situation is to:

A. Try to pace them to a calmer state by matching their style and then slowing down the rate of speech and emotions. B. Let the customer get his/her emotions out, and consequently, he/she will be much calmer. C. Ignore the client altogether, making them come back at another time. D. Suggest that another representative help the emotional customer.