Question

Which of the following behaviors is NOT a sign of active listening?
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Taking notes regarding the caller's problem
Reflecting your understanding of the problem or question back to the customer
Using phrases such as "I see" and "go on"
Asking your manager to speak to the customer

Answer 1

Asking your manager to speak to the customer — that is not a sign of active listening. The other three (taking notes, reflecting/paraphrasing, and using encouragers like "I see") are active-listening behaviors.