1. Ships in Service Training Material A-M CHAUVEL 2009

2. This 20 questions YES/NO test will orient you on your ability to: 1) Listening without interrupting 2) Listening with 100% of your attention 3) Listening further than words 4) Listening encouraging the other to deepen in the interview. Score each question from 1 to 5 Ships in Service Training Material Active Listening

3. Ships in Service Training Material Active Listening 1 As soon as I realize what will say the other, I anticipate and say it directly to save time. 2 While listening to the other I take advance thinking in my next question. 3 Normally I prefer to concentrate in what is saying the other, without paying much attention on how is he saying it 4 While listening other persons I let them know that I´m paying attention by using Words like, “I know”, “Ahá”, “Hum” 5 I think that most of the people do not mind being interrupted while talking as far as I help them solving their problems.

4. Ships in Service Training Material Active Listening 6 While listening some people I wonder Why it is so difficult for them to go directly to the point? 7 While somebody really annoyed shouts at me, I simple let the voices go..” 8 When I cannot understand clearly what the other person is telling me, I ask as many questions as necessary to find the point. 9 I only discuss with a person when I´m absolutely sure I´m right. 10 As I´ve heard the same claims plenty of times generally I disconnect my mind when listening that.

5. Ships in Service Training Material Active Listening 11 The voice of a person says often much more than his bare words. 12 If I feel somebody has difficulties to transmit me something, I often help them to express. 13 If I did not interrupt people while talking to me they could even be hours and hours talking. 14 When somebody says me so many things that I get overloaded and can´t remember all, I try to put my mind apart to avoid suffocation. 15 If somebody is really angry, the best I can do is listening to him until he gets calm alter discharging all his pressure.

6. Ships in Service Training Material Active Listening 16 Once understood what the other is telling me it´is redundant to ask it again for verifying. 17 When somebody is wrong in any part of his speech, its important to interrupt it as soon as possible to have the ideas corrected before continuing. 18 When I had a negative relationship with somebody (fight, discussion, …) I can´t avoid thinking on it even alter having initiated a relationship with another person. 19 When answering people I do it in accordance with my perception of their feeling. 20 While somebody can not say me exactly what he expects from me, there is nothing I can do.

7. Ships in Service Training Material Active Listening 1 - Listening without interruptions or contradictions Questions 1,5,9,13,17 1 point For each answer NO 2 Points. You are so anxious to speak that seems very difficult to experience a full communication. 3-4 Points. Sometimes you speak before the others. You should try to allow others to express themselves to improve your communications. 5 points. You can listen without interruptions. Your patience will allow you to communicate effectively.

8. 2 - Listening paying 100% attention Questions 2,6,10,14,18 1 point For each answer NO 2 points. Do not be surprised if you have to be constantly saying : what? how? what did you say? Unless you make a serious effort you will miss most of the message 3-4 points. You shall improve your concentration skills. 5 points. You have enough self-discipline and serenity to listen carefully other persons and this will allow you to develop excellent personnel relations.. Ships in Service Training Material Active Listening

9. 3 - Listening further than words say Questions 3,7 1 point for each NO Questions 11,15,19 1 point for each YES 2 points. Apparently you are unable to understand how others may feel and therefore your communications will probably be inefficient. 3-4 points. You can understand how others feel but prefer what they say. 5 points. You are an emphatic listener. You can perceive people feelings and have the ability to help other people. Ships in Service Training Material Active Listening

10. 4 - Listening and encouraging the other to deepen into the point. Questions 4,8,12 1 point for each YES Questions 16,20 1 point for each NO. 2 points. You seems not interested in interacting with your contacts. 3-4 points. You are an active listener but should make an effort to improve. 5 points. You normally do your best to facilitate the other person to Express himself.. Ships in Service Training Material Active Listening

11. Ships in Service Training Material Active Listening Listening without interrupting Listening with 100% of your attention Listening encouraging the other to deepen in the interview Listening further than words 5 0 3 2 1 4

13. Ships in Service Training Material Active Listening