Do not use active listening techniques when a simple fact is all that is required. This is called a "fact response." Examples:
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Be
sure to use active listening techniques when you:1. Select which of the active listening responses (or "fact response") you would use for the following statements. 2. Write your response in the box provided. |
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| Statement | Response |
| I have been trying to get this problem solved for so long that I've almost given up trying. | (give example below) |
| I can't charge on my card any longer because my payment didn't arrive in time and my limit is set too low. | (give example below) |
| I can't get this credit slip approved because I have recently changed my name. | (give example below) |
| I don't know when I've been so angry with a customer service department. | (give example below) |
| I feel like returning this product for credit because I have had so much trouble making it work, and then it only works intermittently. | (give example below) |
| What floor is customer service? | (give example below) |
| This isn't the first time I have had trouble with your customer service department. | (give example below) |
Quick Question |
Which Active Listening Skill did you select the most? |
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