Question

Which of the following behaviors is NOT a sign of active listening?

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.

Explanation: escalating or handing the call off is not an active listening behavior — active listening includes note-taking, reflecting/paraphrasing, and using verbal encouragers like "I see" or "go on." Escalation may be appropriate, but it doesn't show listening.