If an employee listened to a customer but did not repeat and confirm the issue, resulting in an incorrect solution, which communication step was missed?
Answer and explanation
Correct answer: Confirmation of understanding
The employee listened, but failed to verify whether the interpretation was correct. Restating the customer’s concern and asking for confirmation is the missing checking step; it can expose a misunderstanding before a solution is offered. Active listening is broader and may have begun, while greeting and presenting a solution do not verify meaning.
Frequently asked questions
What is the correct answer to this question?
Confirmation of understanding
Why is this the correct answer?
The employee listened, but failed to verify whether the interpretation was correct. Restating the customer’s concern and asking for confirmation is the missing checking step; it can expose a misunderstanding before a solution is offered. Active listening is broader and may have begun, while greeting and presenting a solution do not verify meaning.
Which subject and chapter does this question cover?
This is a Class 11 English question. Chapter: Father to Son. Topic: Communication Problems.
