Listening
The majority of the best performers in companies are those who listen. Most individuals spend
70% of the day communicating, and 45% of that time is spent listening. Good listening skills can
improve productivity and increase both employee and client satisfaction.
The Listening portion of the WorkKeys Listening and Writing test measures the skill that people
use when they receive verbal information in the workplace and relay it to another person. The test
is administered via an audiotape that contains all directions and messages. Examinees are asked
to listen to the audiotaped messages and then compose written messages based on what they
have heard. The examinee is placed in the role of an employee who receives information from
customers, co-workers, or suppliers, and must then write down the information to communicate it
to someone else. This context is provided to help examinees understand that they should include
all of the information in their response.
The taped messages reflect various workplace settings, but no prior knowledge of the
occupations is necessary. The messages are delivered by both male and female speakers of
differing ages and with various accents. Each message is given twice, and examinees are
encouraged to take notes. After the message is given the second time, examinees have a
specified amount of time to write out the message before the next message is given. Examinees
are given 40 minutes to complete six messages, and they may return to work on previous
messages at any time during the test.
Initially, the messages contain about six pieces of information given by one speaker; by the end
of the test, messages are given by two speakers and contain approximately seventeen pieces of
information. As the test progresses and the messages grow longer and more complex, the time
allotted to write the messages increases from two minutes to six minutes.
Scoring is based on the accuracy and completeness of the information in the examinee's written
messages. It is not based on mechanics or writing style (see the scoring guide). Two or more
raters read each message and assign it a level score from 0 to 5. Scores are then calculated to
indicate the particular level of skill for each examinee. Thus, the examinee's performance is
measured against work-related criteria and not against the performance of other examinees.
Sample Item
Message:
(Narrator)You work in a camera store and a customer gives you this message.
[Female voice] I'm Brenda Garcia and I bought this camera at your store two years ago. I really
like it but I dropped it last week and now I'm having trouble getting it to flash. Could you have a
repairperson look at it and call me if they think it can be fixed? Also, how much will it cost to fix it?
My telephone number is 699-8824.
Level 1 Sample Response
"I couldn't understand this lady her last nane is garcia and her phone number is 699-8824."
Why this is a Level 1 response:
There are two pieces of primary information given and they are correct: garcia and 699-8824. The
gist of the situation is not present, but the name and phone number are clues to sources of further
information.
Level 2 Listening
Sample Item
Message:
(Narrator)You work in a camera store and a customer gives you this message.
[Female voice] I'm Brenda Garcia and I bought this camera at your store two years ago. I really
like it but I dropped it last week and now I'm having trouble getting it to flash. Could you have a
repairperson look at it and call me if they think it can be fixed? Also, how much will it cost to fix it?
My telephone number is 699-8824.
Level 2 Sample Response
"my name is Brenda Garcia I bought a flashlight 3 yrs ago I dropped it & cant get it working I was
wondering if u could have a repair come and look at it. How much would it be. my number is 6998824."
Why this is a Level 2 response:
There are several pieces of primary information that are correct: Brenda Garcia, a repair[person]
... look at it, how much would it be, and 699-8824. There is a piece of primary information given
that is incorrect: flashlight instead of camera. Since both the gist of the situation (Brenda Garcia
needs something repaired) and clues to sources of further information (name and phone number)
are mentioned, a sketch of the situation is present.
Level 3 Listening
Sample Item
Message:
(Narrator)You work in a camera store and a customer gives you this message.
[Female voice] I'm Brenda Garcia and I bought this camera at your store two years ago. I really
like it but I dropped it last week and now I'm having trouble getting it to flash. Could you have a
repairperson look at it and call me if they think it can be fixed? Also, how much will it cost to fix it?
My telephone number is 699-8824.
Level 3 Sample Response
"Brenda Garcia called. She is having trouble with getting her camera to flash. She would like a
repair man to look at it and wants to know how much it will cost. Her number is 699-8824."
Why this is a Level 3 response:
Most of the primary information is present and is correct: Brenda Garcia, camera, trouble getting
[it] to flash, repair man to look at it, how much it will cost, and 699-8824. Two pieces of primary
information are missing: dropped it and call me. The relationships are tied together correctly
enough so that the reader would be able to take appropriate action without further information:
The reader knows that a repairperson needs to evaluate the cost of fixing the camera, and a
phone number to contact the customer is given.
Level 4 Listening
Sample Item
Message:
(Narrator)You work in a camera store and a customer gives you this message.
[Female voice] I'm Brenda Garcia and I bought this camera at your store two years ago. I really
like it but I dropped it last week and now I'm having trouble getting it to flash. Could you have a
repairperson look at it and call me if they think it can be fixed? Also, how much will it cost to fix it?
My telephone number is 699-8824.
Level 4 Sample Response
"Brenda Garcia dropped her camera last week that she bought two years ago. She is having
trouble with the flash Needs a repair man to call her an tell her if it can be fixed and how much it
will cost. Her number is 699-8824."
Why this is a Level 4 response:
All of the primary information is present and is correct: Brenda Garcia, dropped her camera,
trouble with the flash, repair man call her if it can be fixed, how much it will cost, and 699-8824.
Some supporting information is included that helps convey insight into the situation: last week
and she bought it two years ago. The message is missing two supportive details: that she bought
the camera at their store and that she really likes it. The relationships are tied together correctly
and the reader would be able to take appropriate action without further information.
Level 5 Listening
Sample Item
Message:
(Narrator)You work in a camera store and a customer gives you this message.
[Female voice] I'm Brenda Garcia and I bought this camera at your store two years ago. I really
like it but I dropped it last week and now I'm having trouble getting it to flash. Could you have a
repairperson look at it and call me if they think it can be fixed? Also, how much will it cost to fix it?
My telephone number is 699-8824.
Level 5 Sample Response
"Brenda Garcia bought a camra from us two years ago. She said she really likes it but she
dropped it last week and now she can't get the flash to work. She would like it if a repair man
would look at it and tell her if it can be fixed and how much it would cost. Call her at 699-8824."
Why this is a Level 5 response:
All of the primary information is present and correct: Brenda Garcia, cam[e]ra, dropped it, can't
get the flash to work, repair man would look at it, how much it would cost, call her, and 699-8824.
Supporting information was included that conveys insight into the situation: bought . . . from us
two years ago, she really likes it, last week, and tell her if it can be fixed. All primary and
supporting information is tied together correctly: A repairperson is needed to estimate the cost of
repairing a camera bought at this store and to contact the customer about it. The customer
dropped it last week, really likes the camera, and would like to be told if it can be fixed.