Andrea works as a technical assistant for a software company.During a customer call,she asks her customer,"What is it that the new software fails to do?" In this scenario,Andrea is practicing the active listening skill of:
A) summarizing to provide an overview of what has been said.
B) listening to the customer's words from the customer's point of view.
C) asking questions to gain a complete understanding of what the customer is trying to communicate.
D) tolerating silence to give the customer time to think.
E) none of these.

Question

Quizplus · Accepted Answer

Andrea is asking a question to gain a complete understanding of what the customer is trying to communicate, which is a key aspect of active listening.

Andrea Works as a Technical Assistant for a Software Company