Active listening skills include:

Active listening skills include:

• A. Not passing judgments or jumping to conclusions
• B. Interrupting when the caller is going on and on
• C. Becoming defensive if the caller becomes defensive
• D. Not showing empathy for a caller's situation as it shows weakness

Answer: (A)

Active listening in this context means staying nonjudgmental and avoiding jumping to conclusions about what the caller is experiencing. When you keep an open mind, you hear the full message, notice important details, and respond based on what the caller says rather than your own assumptions. This builds trust and helps you gather accurate information needed to decide the right course of action. Interrupting stops the caller from sharing everything, defensiveness raises barriers and blocks helpful communication, and not showing empathy ignores the human element of the interaction, making rapport harder to establish. So, not passing judgment or leaping to conclusions is the best approach for effective listening.

Active listening in this context means staying nonjudgmental and avoiding jumping to conclusions about what the caller is experiencing. When you keep an open mind, you hear the full message, notice important details, and respond based on what the caller says rather than your own assumptions. This builds trust and helps you gather accurate information needed to decide the right course of action. Interrupting stops the caller from sharing everything, defensiveness raises barriers and blocks helpful communication, and not showing empathy ignores the human element of the interaction, making rapport harder to establish. So, not passing judgment or leaping to conclusions is the best approach for effective listening.