Southwest Airlines Professional Communications Certification Practice Exam

Which type of listening is critical to resolving misunderstandings between team members?

1. Active listening

2. Passive listening

3. Judgmental listening

4. Restricted listening

The correct answer is: Active listening

Active listening is essential for resolving misunderstandings between team members because it involves fully concentrating, understanding, responding, and remembering what is being said. This kind of listening goes beyond merely hearing the words; it requires engagement and the ability to reflect back on what the speaker conveys to ensure clarity. By practicing active listening, team members can identify the root cause of misunderstandings and clarify any ambiguous points. This approach fosters a collaborative environment, builds trust, and encourages open communication, which collectively enhance the team's ability to solve problems effectively. In contrast, passive listening does not engage the speaker, which can lead to further misunderstandings. Judgmental listening introduces biases that may cloud the listener’s perception, leading to miscommunication instead of understanding. Restricted listening limits the focus to specific parts of the conversation, potentially missing critical details necessary for resolving issues. Thus, active listening emerges as the most effective strategy in promoting understanding and resolution within teams.