Which active listening technique involves mirroring the caller's last word or phrase?

Which active listening technique involves mirroring the caller's last word or phrase?

• A. Affirmative Responses
• B. Paraphrasing
• C. Reflective/Mirroring
• D. Summarizing

Answer: (C)

Mirroring the caller's last word or phrase is a form of reflective listening. By repeating the exact word or phrase the caller just used, you show you’re listening closely and invite them to explain or add more detail. This approach confirms understanding and helps uncover specifics or concerns, while also signaling empathy and keeping the conversation flowing. Affirmative responses are brief acknowledgments that don’t tie back to specific words. Paraphrasing restates the content in your own words, showing understanding but not necessarily echoing the last words. Summarizing pulls together the main points later in the conversation. The technique that involves mirroring the caller’s last word or phrase is reflective/mirroring.

Mirroring the caller's last word or phrase is a form of reflective listening. By repeating the exact word or phrase the caller just used, you show you’re listening closely and invite them to explain or add more detail. This approach confirms understanding and helps uncover specifics or concerns, while also signaling empathy and keeping the conversation flowing.

Affirmative responses are brief acknowledgments that don’t tie back to specific words. Paraphrasing restates the content in your own words, showing understanding but not necessarily echoing the last words. Summarizing pulls together the main points later in the conversation. The technique that involves mirroring the caller’s last word or phrase is reflective/mirroring.