Final answer:
Positive outcomes of active listening include customers feeling cared for and gaining a more comprehensive understanding of the situation. Empathizing and validating are essential components of active listening, while interrupting and judging are negative behaviors. Active listening enhances communication and fosters better relationships in various professional scenarios. Option a &d.
Step-by-step explanation:
Two positive outcomes of practicing active listening are that the customer feels cared for and the listener gains a more comprehensive understanding of the service situation. Among the options provided: Empathizing, Interrupting, Judging, and Validating, empathizing and validating are the constructive approaches that align with active listening. Empathizing involves recognizing and sharing the feelings of another person, which helps in building a connection and rapport. Validating, on the other hand, confirms that the listener understands and acknowledges the speaker's perspective. This can be achieved by gently questioning, rephrasing, and affirming what you're hearing, which can be very affirming. Both practices require patience, restraint from jumping to conclusions, and maintaining an open and respectful attitude towards the conversation. Interrupting and judging, however, disrupt the listening process and are considered negative listening behaviors. Option a & d.
Through active listening, individuals can effectively manage a conversation about a conflict in a way that maintains a positive working relationship. Furthermore, such skills are not only relevant in customer service scenarios but are also invaluable in internal communications with colleagues, including managers, which can lead to improved job satisfaction and professional growth.