What is the purpose of the reflective listening technique?

The purpose of the reflective listening technique is to emphasize the caller's own words, which helps in validating their feelings and experiences. This approach allows the caller to feel heard and understood, fostering a sense of empathy and support. By reflecting back what the caller has expressed, you can help them clarify their thoughts and feelings, making it easier for them to articulate their concerns.

Reflective listening also plays a crucial role in building rapport and trust between the caller and the telecommunicator, which can lead to more effective communication. By highlighting the caller's own words, you create a safe space for the caller to explore their emotions and thoughts further, enhancing the overall communication process. This technique is particularly valuable in high-stress scenarios where emotional support is essential for the caller.