Final answer:
The technique described is known as reflective listening, where the listener echoes the speaker's phrase to show understanding and empathy. It is a part of active engagement that helps in building trust and resolving conflicts.
Step-by-step explanation:
The calming technique in question, where a call taker uses a firm but caring tone to repeat a phrase verbatim that contains an action and a reason for the action, is best described as reflective listening. This method involves affirming what the speaker has said to demonstrate that the listener is attentive and understands the message. It's a compassionate approach that often includes acknowledging the speaker's emotions and thoughts without judgment, implying a harmonious conversation between the call taker and the individual.
What Is Reflective Listening?
Reflective listening is a communication strategy used to clarify and confirm what the speaker has said, displaying empathy and understanding. This technique involves not only repeating the words of the speaker but often includes mirroring back the emotional content of the statement. It's a key part of active engagement in a dialogue that can build rapport and trust between the conversational partners.
Benefits of Reflective Listening
Reflective listening in a conflict situation can help de-escalate tensions and facilitates a productive conversation. By choosing words carefully, listening to the other person's side of the story, and avoiding asserting one's correctness, a call taker fosters a respectful and open communication environment. This reinforces positive working relationships and can be instrumental in conflict resolution.