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12. You work at the front desk of a telecom company. A customer approaches you while you are working. The customer
has a query regarding a bill. What would you do? [NCERT]
a. Not pay attention to the customer
b. Keep the work aside and help the customer
c. Continue doing your work while talking inattentively to the customer

d. Ask the customer to talk to someone else

B. Fill in the blanks.
1. is important in communication as it helps to understand whether the receiver has understood the
message or not.
2 In English, there are primary punctuation symbols or signs.

3. are the classifications of words in any language that are based on their function inside a sentence.
4. The stage of active listening refers to the retaining and recalling of past information.

5. ‘R’ in RESPECT stands for .
C. State whether the following statements are true or false:

1. Complex sentences are easy to identify because they frequently use independent conjunctions.

2. A sentence usually consists of a subject and a predicate.
3. While practicing active listening, we should not ask questions to clear doubts as it disturbs the speaker.
4. Feedback must always be negative.

5. Phones and digital devices should be kept at a distance while practicing active listening.

Standard Questions (Section B)

A. Short answer type questions.

1. Define simple and complex sentences. Also, give examples.
Ans. A simple sentence is one with only one subject and one predicate or one with only one finite verb. Example: She loves
dancing.
A complex sentence contains at least one independent clause and one dependent clause. Example: Although it was
raining, we decided to go for a walk.
2. What are the non-verbal cues of active listening?
Ans. • Keep eyes on the speaker
• Nodding, smiling, or leaning slightly forward to demonstrate interest and encouragement
• Raise your hand to ask any question/clarify doubts
3. Name the factors that influence active listening.
Ans. Eye contact, Gestures, Providing feedback, Avoiding distractions, Clarify and ask questions and provide thoughtful
responses.
4. Why is active listening crucial in the workplace?
Ans. Active listening allows others to feel more at ease while sharing information with us. It enhances understanding, builds
Stronger Relationships, boosts problem-solving and encourages respect and teamwork.

5. Identify the following as simple, compound and complex sentences:
i. Alisha and Jassi went to the park in the evening.
ii. Subhi went to the garden, and she plucked some flowers.

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