The ability to focus on what a person is saying to understand the message being sent.

• A. Long-range plan
• B. Listening
• C. Communication
• D. Cobra

Answer: (B)

Listening is the ability to focus on what a person is saying to understand the message being sent. It means giving full attention, interpreting both words and body language, and confirming you’ve understood correctly. In hospitality, active listening helps you pick up on guest needs, preferences, or concerns, which leads to accurate service and fewer mistakes. This concept matters here because the statement describes concentrating on the speaker to grasp the message. Long-range plan focuses on future goals, not the act of understanding spoken communication. Communication is the overall process of sharing information, which includes speaking and listening, while the specific skill described is the act of listening. Cobra is not related to understanding messages.