Andrea Works as a Technical Assistant for a Software Company

question 35

Multiple Choice

Andrea works as a technical assistant for a software company.During a customer call,she asks her customer,"What is it that the new software fails to do?" In this scenario,Andrea is practicing the active listening skill of:

• A) summarizing to provide an overview of what has been said.
• B) listening to the customer's words from the customer's point of view.
• C) asking questions to gain a complete understanding of what the customer is trying to communicate.
• D) tolerating silence to give the customer time to think.
• E) none of these.

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Definitions:

Constant

A fixed value that does not change in mathematical equations or in the analysis of data.

Age

A measure of the time someone or something has existed, typically expressed in years.

Cause-and-Effect

A relationship where one event (the cause) leads to the occurrence of another event (the effect).

Lurking Variable

A variable that is not directly studied yet influences the relationship between the independent and dependent variables under investigation.