ExpertMedium1 markMultiple Choice
Syllabus E: Personal effectiveness and communication in businessSyllabus ECommunicationActive Listening
ACCA · Question 43 · Syllabus E: Personal effectiveness and communication in business
Section A
During a performance review, a manager listens to an employee's complaint and then says, 'So, what you are saying is that the current software is slowing down your processing time?' Which active listening technique is the manager using?
Section A
During a performance review, a manager listens to an employee's complaint and then says, 'So, what you are saying is that the current software is slowing down your processing time?' Which active listening technique is the manager using?
Answer options:
A.
Reflecting
B.
Paraphrasing
C.
Probing
How to approach this question
Identify that the manager is restating the employee's point in their own words to check understanding. This is paraphrasing.
Full Answer
B.Paraphrasing✓ Correct
Paraphrasing is an active listening skill where the listener rephrases the speaker's statement in their own words. It demonstrates that the listener has heard and understood the factual content of the message.
Common mistakes
Confusing paraphrasing with reflecting. Reflecting focuses more on the feelings/emotions behind the words.
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