Linda does not understand why an employee is not performing his job. She calls him in to have a
discussion. According to the principles of reflective listening. what would be the appropriate process
to solve this problem?
Explain the correct answer:
Explain incorrect options:
a. carefully listen to the employee and then tell him what your decision is
b. carefully listen to the employee and repeat back what you are hearing
c. inform the employee of the problem, followed by the action to be taken and the expectations
d. carefully listen to the employee and then offer constructive criticism
The appropriate process to solve this problem, according to the principles of reflective listening,
would be option b: carefully listen to the employee and repeat back what you are hearing.
Reflective listening is a communication technique that involves actively listening to the speaker and
then paraphrasing or summarizing what was said to demonstrate understanding. By carefully
listening to the employee and repeating back what you are hearing, you are showing that you are
actively engaged in the conversation and trying to understand their perspective.
Option a, which suggests just telling the employee your decision after listening, does not allow for
open dialogue and understanding. It may come across as dismissive and not conducive to problem-
solving.
Option c, which involves informing the employee of the problem and the action to be taken without
actively listening to their input, also misses the opportunity for open communication and
understanding.
Option d, offering constructive criticism after listening, may be seen as judgmental and not fully
taking into account the employee's point of view.
In summary, reflective listening, as described in option b, is the most appropriate process to solve
this problem as it promotes open communication, understanding, and effective problem-solving.
