Question

Which of the following responses by the assistant is an example of active listening?

1) You sound frustrated about how long you've been waiting
2) You won't have to wait much longer. I promise
3) You don't want to leave and miss your appointment, do you
4) Maybe you should file a complaint and reschedule the appointment

Answer 1

Active listening is showcased by an assistant who listens attentively, avoids escalating the situation, stays calm, uses open-ended questions, and focuses on problem-solving without assigning blame, an example of which is suggesting to file a complaint and reschedule the appointment.

Step-by-step explanation:

The example response of the assistant that demonstrates active listening is one where the assistant takes a professional approach by staying calm, carefully choosing words that do not inflame the situation, and listens to understand the other person's position. This approach may include restating what was said to avoid misunderstandings and affirming that they were attentively listening. A proficient strategy is to focus on problem-solving without assigning blame.

For instance, the assistant may ask open-ended questions to gauge the full extent of the issue and suggest filing a complaint and rescheduling the appointment as a constructive solution. By engaging in such a dialogue, the assistant remains open and respectful, thereby efficiently addressing the situation without escalating it.