What technique involves giving the caller their story back to them in your own words?

The technique that involves giving the caller their story back to them in your own words is known as paraphrasing. Paraphrasing shows that you are actively listening to the caller and helps to ensure that you've understood their message accurately. By rephrasing what the caller has said, you provide them with an opportunity to hear their thoughts articulated differently, which can often lead to deeper insight and understanding. This technique also reassures the caller that their concerns are being taken seriously and fosters a sense of rapport between the caller and the telecommunicator.

In contrast, summarization usually involves condensing larger amounts of information into key points, reflective listening entails mirroring the emotions or feelings expressed by the caller, and clarifying is about asking questions to gain a better understanding of what the caller means. While all these techniques are valuable in communication, it is the act of paraphrasing that specifically involves putting the caller’s story into your own words.