Reflecting or mirroring during a call provides feedback and what else?

• A. Delay the response
• B. Let them know that you heard them
• C. Increase jargon
• D. Confuse

Answer: (B)

Reflecting or mirroring is an active listening technique. By repeating or paraphrasing what the caller just said, you give immediate feedback that you’re listening and that you understand at least part of their message. This reassurance helps the caller feel heard, which can reduce their anxiety and encourage them to share more details. It also helps you confirm you’ve captured the essential information correctly, reducing the chance of miscommunication as you gather facts.

For example, if the caller says they’re in a certain area and feel someone is following them, you might respond with a brief paraphrase like, “You’re in the [area] and you’re concerned someone is following you.” This shows you heard them and clarifies details you’ll need to proceed. Reflecting doesn’t introduce more jargon or confuse things; it clarifies and validates what the caller has said, making the overall communication more accurate and efficient.