Question 28 CEL01 - Chief Engineer - Limited

The Correct Answer is C **Why Option C is Correct:** Active listening is a structured communication technique that goes beyond simply hearing words; it requires the listener to provide verbal and non-verbal feedback to confirm understanding. The critical distinguishing element of active listening is *validation* and *confirmation*. Option C describes the technique of "reflecting" or "paraphrasing" back to the speaker what was heard ("a response that states what you have heard"). This step ensures the manager accurately understood the employee's message, validates the employee's feelings or input, and confirms that feedback is truly being received, which is the core objective of active listening. **Why the Other Options are Incorrect:** * **A) Active listening is when you maintain eye contact with the employee the whole time they are speaking.** While maintaining eye contact (a non-verbal cue) is a component of good listening and shows engagement, it is only one physical behavior. It does not define the *active* component of the listening process, which requires verbal confirmation and reflection. * **B) Active listening is when you listen to an employee with undivided attention and not be distracted.** Undivided attention is essential for *good listening* (attending), but it is a prerequisite, not the full definition of *active listening*. Active listening requires the listener to perform a confirmation step (as described in C) to demonstrate that attention resulted in understanding. * **D) Active listening is when you allow the employee to finish what they are saying before speaking.** Allowing someone to finish speaking is fundamental communication etiquette and a necessary part of listening, known as patience or waiting for the pause. However, it does not involve the proactive step of reflecting back the message to confirm comprehension, which defines the *active* part of the technique.