An Assistant Commissioner of Commercial Taxes is holding an outreach meeting with a local traders' association regarding difficulties they face with a new digital tax compliance portal. Match the active listening techniques used by the Commissioner (Left) with the specific statements or actions demonstrated during the meeting (Right).
- Paraphrasing"So, your core issue is that the portal times out during peak business hours, forcing you to upload invoices late at night."
- Reflecting Feelings"I can sense that you are quite anxious and overwhelmed about the possibility of facing financial penalties due to these technical glitches."
- Summarizing"Let us review our discussion: the IT team will extend the upload window, the association will submit error logs, and we will reconvene in two weeks."
- Non-verbal AttendingNodding slightly, maintaining an open posture, and removing distractions like mobile phones from the desk while the traders speak.
Cevap
Paraphrasing matches with restating the portal timeout issue. Reflecting Feelings matches with acknowledging the traders' anxiety. Summarizing matches with reviewing the three agreed-upon action items. Non-verbal Attending matches with nodding and removing distractions.
Active listening in administrative contexts requires a combination of distinct skills. Paraphrasing ensures factual alignment and understanding. Reflecting feelings addresses the emotional barriers to communication. Summarizing provides structured closure and clarity on next steps. Non-verbal attending creates a respectful physical environment that encourages open dialogue.
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Active Listening Techniques and Feedback Mechanisms