Which of the following is one of the categories of active listening skills?
A) Describing
B) Evaluating
C) Implying
D) Interrupting
E) Conveying
Answer: B
Explanation: B) Active listening is a process of focusing attentively on what a speaker says, actively working to understand and interpret the information, and then responding to acknowledge understanding.
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Firms A and B have several strategic alliances with each other and so have Firms B and C. Now, Firms A and C are in a serious talk about forming a strategic alliance although they have never allied before. The reason for A and C to form a strategic alliance is best described as _______.
A. reputation B. personal network C. past collaboration experience D. structural embeddedness
Gloria goes to the same bagel shop every morning because the workers there remember her name and know her order. They always make her feel welcome. The employees of this bagel shop excel at which of the following determinants of service quality?
A) reliability B) responsiveness C) assurance D) empathy E) tangibles