A citizen visits a Sub-Divisional Magistrate's office expressing distress over a delayed ration card issuance. The citizen emotionally explains the financial hardship caused by this administrative delay. Which of the following responses by the officer demonstrates the core technique of active listening?
- Listening attentively and stating, 'I understand that the delay in your ration card is causing significant difficulty for your family, so let us review your application status together.'Answer
- BDemanding that the citizen stop speaking emotionally and warning that no assistance will be provided unless they speak calmly.
- CImmediately ordering the suspension of the dealing clerk on the spot to appease the distressed citizen.
- DTelling the citizen that the noisy environment of the public hall is preventing clear communication, so they should submit a written letter instead.
Answer
Listening attentively and paraphrasing the citizen's emotional concern and factual issue to confirm understanding demonstrates active listening.
Active listening involves non-judgmental attention, empathy, and constructive feedback. The option that acknowledges the citizen's emotional distress while confirming the core issue ('delay in ration card') and proposing immediate collaborative verification correctly implements active listening.
Step-by-Step Solution
Key Concept
Active Listening and Paraphrasing in Public Grievance Redressal