SVC-19A · Question #21
Please refer to the following information to answer the questions on the right. Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists…
The correct answer is D. Reflecting. Reflecting is the communication skill of paraphrasing or restating what someone said back to them - Baron would confirm his understanding by summarizing Lucille's description in his own words, giving her a chance to correct any misinterpretation. Why the distractors are wrong…
Question
Please refer to the following information to answer the questions on the right. Lucille has issues with her Apple device and takes it to an Apple Service Provider where Baron, a technician, assists her. Without much knowledge about the technical aspects of her device, Lucille vaguely describes the issues to Baron. Which of the following skills would help Baron verify that he understood the issue that Lucille described?
Options
- AEvaluating
- BImitating
- CListening
- DReflecting
How the community answered
(23 responses)- A4% (1)
- B4% (1)
- C4% (1)
- D87% (20)
Explanation
Reflecting is the communication skill of paraphrasing or restating what someone said back to them - Baron would confirm his understanding by summarizing Lucille's description in his own words, giving her a chance to correct any misinterpretation.
Why the distractors are wrong:
- A. Evaluating involves judging or assessing information, not confirming comprehension.
- B. Imitating means copying behavior or speech, which has no role in verifying understanding of a technical complaint.
- C. Listening is necessary but passive - it describes receiving information, not confirming you understood it correctly.
Memory tip: Think of "reflecting" like a mirror. Just as a mirror shows you your own image, reflecting in communication shows the speaker what you received - giving them the chance to say "yes, that's right" or "no, let me clarify."
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