Open-Ended? Like My Emotional Availability
What’s the main difference between open-ended and closed-ended questions?
Open-ended questions invite more detail; closed-ended questions usually get yes/no.
When you’re unsure what a guest means, what should you do?
Ask a clarifying question.
Name one nonverbal cue that can show you’re listening.
Open posture / nodding / appropriate eye contact / facing the guest.
What is active listening (in one line)?
Listening to understand, showing it, and confirming you got it right.
Why does active listening matter in a shelter setting?
It builds trust and helps guests feel heard.
Turn this into an open-ended question: “Are you okay?”
“How are you feeling right now?” / “What’s going on for you today?”
A guest says, “They were disrespectful.” What’s the best follow-up?
What did they say?
What message can crossed arms + turning away send (even if you don’t mean it)?
“I’m not open to this” / “I’m defensive” / “I don’t want to engage.”
Name one active listening technique.
Paraphrasing, summarizing, asking clarifying questions, empathy statements.
How can active listening reduce conflict?
It prevents misunderstandings and clarifies what’s actually happening.
Best starter words for open-ended questions (pick one).
“What…”, “How…”, or “Tell me about…”
Why do we avoid guessing or assuming in guest communication?
It can escalate, create misunderstandings, and break trust.
A guest looks tense and avoids eye contact. What should you adjust first?
Give a bit more space, soften tone, keep posture open, reduce intensity.
A guest is venting—what’s the number one thing you should avoid?
Interrupting.
A guest is escalating in the common area. What listening move can help de-escalate?
Calm tone + reflect feelings + ask what they need + offer a quieter space.
A guest says, “I’m sick of this place.” What open-ended question helps you get the real issue?
What part has been the hardest for you lately?” / “What happened that led to that feeling?”
A guest is upset but vague: “Everything’s messed.” What clarifying question helps?
“What’s the main thing that’s bothering you right now?
Why can checking your phone during a conversation escalate things?
It looks dismissive and can make guests feel ignored or disrespected.
A guest says, “No one here respects me.” What’s a good active listening response?
“It sounds like you’re feeling disrespected, and that’s really frustrating.
What’s the purpose of reflecting back what a guest said?
To confirm understanding and give them a chance to correct details.
You need information without sounding like an interrogation. What’s a strong open-ended question?
Can you walk me through what happened from the start?
A guest tells you two different versions of the same story. What’s the best response?
“I want to make sure I understand—can you help me piece together what happened?
Too much direct eye contact can feel like what to some guests?
Intimidating or confrontational.
What phrase helps confirm you understood before problem-solving?
What I hear you saying is…” / “Let me make sure I’ve got this right…
True or False: If you validate feelings, you’re agreeing with unsafe behavior.
False — you can validate feelings while still holding boundaries.