Which active listening technique is most valuable when taking a call from a child?

• A. Paraphrasing
• B. Questioning
• C. Summarizing
• D. Affirmative Responses

Answer: (D)

When talking to a child on the phone, the priority is to validate their feelings and keep the conversation calm and open. Affirmative responses do this best because they provide brief, clear cues that you’re listening and understanding what they’re experiencing. They help reduce anxiety, encourage the child to keep talking, and allow you to gather information without sounding intrusive or judgmental.

Paraphrasing can feel like you’re analyzing what they said, which might interrupt their flow or seem insincere to a child. Questioning is important for specifics but too many questions can feel like an interrogation and may push the child to shut down. Summarizing helps confirm details, but doing it too early can make the conversation feel formal and slow the child’s willingness to share. Affirmative responses strike a balance by acknowledging emotions and maintaining rapport, which is essential for safety and getting accurate information.

Use simple, supportive phrases such as “I understand,” “I’m listening,” or “Go on” to keep the child talking and reassured that you’re there for them.