When you use ____, these are the sounds, words, or acknowledgments you make to let the caller know you are there and are listening.

When you use ____, these are the sounds, words, or acknowledgments you make to let the caller know you are there and are listening.

• A. Signs of Encouragement
• B. Active Feedback
• C. Open-Ended Prompts
• D. Closed-Ended Prompts

Answer: (A)

The main idea here is signaling that you’re actively listening to the caller. The sounds, words, and acknowledgments you use to show you’re there and paying attention are essentially signs of encouragement. They reassure the caller, help them feel heard, and invite them to continue sharing information without interrupting or steering them with questions. Examples include brief affirmations like “I understand,” “go on,” or “uh-huh,” which keep the conversation flowing and reduce caller anxiety. Open-ended prompts and closed-ended prompts are about guiding the type of information you request (more detail vs. yes/no), whereas these listening cues focus on confirming your presence and attention.

The main idea here is signaling that you’re actively listening to the caller. The sounds, words, and acknowledgments you use to show you’re there and paying attention are essentially signs of encouragement. They reassure the caller, help them feel heard, and invite them to continue sharing information without interrupting or steering them with questions. Examples include brief affirmations like “I understand,” “go on,” or “uh-huh,” which keep the conversation flowing and reduce caller anxiety. Open-ended prompts and closed-ended prompts are about guiding the type of information you request (more detail vs. yes/no), whereas these listening cues focus on confirming your presence and attention.