Which description best matches the active listening technique that emphasizes the caller's own words?

• A. Emphasizing the caller's own words
• B. Restating the caller's words
• C. Interrupting to speed up the call
• D. Providing instructions

Answer: (A)

Emphasizing the caller’s own words is about using the exact phrases the caller uses to show you’re listening and to verify details. By echoing those words, you confirm you’ve captured the information accurately and make it easier for the caller to hear that you’re focused on what they’re saying. This technique helps prevent misinterpretation and keeps the emphasis on the information the caller provides, which is crucial in a high-stakes call.

Restating the caller’s words is helpful but leans toward paraphrasing, which may change nuance or emphasis. Interrupting to speed up the call and providing instructions pull you away from listening and confirming details.