Written Test

Instructions: Determine if the statement is TRUE or FALSE. Write the word TRUE or
FALSE in the line before each number.
_______1. Doodling is an indication that we are listening actively.
_______2. If you are critical of the speaker’s apparel, jewelry and accessories,
you are really listening to her.
_______3. Rehearsing in your mind how to rebut the speaker is a bad habit.
_______4. Cracking your knuckles, tapping your pencil, shaking the legs while
a person is speaking means that she has your undivided attention.
_______5 Summarizing important ideas that the person is saying discourages
the speaker.
_______ 6. Listening involves three distinct levels of awareness.
_______ 7. The three levels of awareness is decoding, processing and shouting.
_______ 8. Phones, typewriters, and bundy clock alarms are all office
equipments that can distract us when they go off.
_______ 9. Sound distractions at home are babies crying or hens cackling.
_______ 10. Listening is an active process of receiving and responding to a spoken
and even unspoken message.

Multiple Choice. Choose the most appropriate answer by encircling the letter
corresponding to the correct one.

1. Your brain must make sense out of the message that is heard . There are
however barriers to decoding even if the language is familiar to you. One barrier is:
A. You understand the language but the speaker speaks with an accent that
is foreign to your ear.
B. The language that is spoken is unknown to you.
C. Both A and B are correct.

2. Decoding is the process of

A. Translating a sentence from one language to another
B. to transfer texts from one media to another
C. the brain making sense out of the sound that was heard
3. After the sound is heard, it is still important to :
A. respond to it right away
B. process the literal meaning of the word.
C. write it down right away.
4. The difficulty in processing lies in the fact that some words in the English language
A. have the same sounds but different meanings
B. have double meanings
C. both A and B are correct
5. Thinking about the real meaning of the word means that
A. consulting a dictionary
B. evaluating the situation, the speaker’s tone of posture
C. researching online as in a case study

Finishing Course for Date Document No.

Develope
Call Center Agents NC II d Revised Issued by:
Communicating Effectively Aug 2012 Sept 2012
in a Customer Contact Center Developed by:
Daryl Saul Revision # 1
 Part 2 – Comprehension

1. Select the short story No. 15 entitled “ The Noisy Neighbor” from the
website: www.rong-chang.com/ For Intermediate Learners/English for
ESL/EFL Intermediate Learners (1).10pts

2. Listen to the short story twice. You may take down notes if your wish.
(25 pts)

3. In a sheet of a short bond paper, retell the story in your own words in
not less than 150 words. (50 pts)

4. Submit your work to your Trainer.

Finishing Course for Date Document No.

Develope
Call Center Agents NC II d Revised Issued by:
Communicating Effectively Aug 2012 Sept 2012
in a Customer Contact Center Developed by:
Daryl Saul Revision # 1
 ANSWER KEY
TRUE or FALSE
FALSE 1. Doodling is an indication that we are listening actively.
FALSE 2. If you are critical of the speaker’s apparel, jewelry and accessories,
you are really listening to her.
TRUE 3. Rehearsing in your mind how to rebut the speaker is a bad habit.
ALSE 4. Cracking your knuckles, tapping your pencil, shaking the legs while
a person is speaking means that she has your undivided attention.
FALSE 5 Summarizing important ideas that the person is saying discourages
the speaker.
TRUE 6. Listening involves three distinct levels of awareness.
FALSE 7. The three levels of awareness is decoding, processing and shouting.
TRUE 8. Phones, typewriters, and bundy clock alarms are all office
equipments that can distract us when they go off.
TRUE 9. Sound distractions at home are babies crying or hens cackling.
TRUE 10. Listening is an active process of receiving and responding to a spoken
and even unspoken message.

MULTIPLE CHOICE

1. Your brain must make sense out of the message that is heard . There are
however barriers to decoding even if the language is familiar to you. One barrier is:
A. You understand the language but the speaker speaks with an accent that
is foreign to your ear.
B. The language that is spoken is unknown to you.
C. Both A and B are correct.

2. Decoding is the process of

A. Translating a sentence from one language to another
B. to transfer texts from one media to another
C. the brain making sense out of the sound that was heard
3. After the sound is heard, it is still important to :
A. respond to it right away
B. process the literal meaning of the word.
C. write it down right away.
4. The difficulty in processing lies in the fact that some words in the English language
A. have the same sounds but different meanings
B. have double meanings
C. both A and B are correct
5. Thinking about the real meaning of the word means that
A. consulting a dictionary
B. evaluating the situation, the speaker’s tone or posture
C. researching online as in a case study

Finishing Course for Date Document No.

Develope
Call Center Agents NC II d Revised Issued by:
Communicating Effectively Aug 2012 Sept 2012
in a Customer Contact Center Developed by:
Daryl Saul Revision # 1
Part II – Comprehension

Short Story # 15 – A Noisy Neighbor

Barbara could not stand the noise from her neighbor’s stereo who lived
upstairs. She went up and asked him to lower the volume. At first, he denied
playing the stereo so loudly but he did say he would keep it low. But when she was
in her apartment already, the stereo was blasting again.

She returned and the man said he would but only to raise the volume
higher. For the third time, she marched upstairs but this time with a baseball bat
and as soon as the door opened she screamed and threatened to kill the man if he
did not turn it down. Later downstairs Barbara sat musing over what she just did.
She could not hear a note from the noisy neighbor.

Finishing Course for Date Document No.

Develope
Call Center Agents NC II d Revised Issued by:
Communicating Effectively Aug 2012 Sept 2012
in a Customer Contact Center Developed by:
Daryl Saul Revision # 1