When Calvin explained his problem to Melissa, her facial expressions and comments encouraged him to say more. She occasionally restated to make sure she understood what he was saying. Which stage of listening was Melissa exemplifying?
A) Reflecting
B) Probing
C) Deflecting
D) Advising
Answer: A
Explanation: A) Correct. Melissa restated his problem in an attempt to make sure she understands it, which is called reflective listening.
B) Incorrect. Probing responses seek additional information by asking a question about what has been said. Melissa has not asked additional clarifying questions but has restated his problem in an attempt to make sure she understands it. This is called reflecting.
C) Incorrect. A deflecting response switches the focus from the problem selected by the communicator to one selected by the listener. Here, Melissa has allowed Calvin to remain in control of the conversation but has restated his problem in an attempt to make sure she understands it. This is called reflecting.
D) Incorrect. An advising response provides direction, opinion, or instructions. Here, Melissa has not provides specific advice to Calvin but has restated his problem in an attempt to make sure she understands it. This is called reflecting.
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