Certified Hospitality Manager (CHM) Practice Exam

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What is active listening?

Taking the time to fully concentrate, take in, and respond to what is being said

Active listening is a communication technique that involves fully focusing on and engaging with the speaker. This means not only hearing their words but also processing and understanding the message being conveyed. The key elements of active listening include concentrating on the speaker, absorbing the information, and providing thoughtful responses that reflect comprehension of the material.

This approach fosters better communication, enhances relationships, and can help in resolving conflicts more effectively. By contrast, simply repeating what was heard, thinking about a response while the other person speaks, or nodding without truly grasping the conversation does not represent active listening, as these behaviors fail to engage with the speaker on a meaningful level.

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Only repeating what you heard

Thinking about what you'll say next while someone talks

Nodding without understanding

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