What is Paraphrasing?
Define “paraphrasing.”
Restating someone else’s message in your own words to confirm understanding.
Why is paraphrasing important in customer service?
It shows understanding and helps clarify the customer’s needs.
Name one paraphrasing technique.
Summarizing, rephrasing, or reflecting emotions.
What’s the first thing you should do before paraphrasing?
Listen carefully and make sure you understand.
A coworker says, “I feel like no one listens to my ideas.” What’s a good paraphrase?
“You feel like your input isn’t being heard.”
True or False: Paraphrasing is the same as repeating exactly what someone said.
False
How does paraphrasing help prevent conflict?
It confirms understanding before reacting.
“It sounds like you’re frustrated about the delay” is an example of which technique?
Reflecting emotions
How can you check if your paraphrase is correct?
Ask the speaker if that’s what they meant.
Your manager says, “We need to improve communication on the team.” Paraphrase this.
“You think our team needs to share information more clearly.”
What is the main goal of paraphrasing in communication?
To confirm understanding and ensure clarity.
What emotion does effective paraphrasing often show?
Empathy
What is the difference between summarizing and rephrasing?
Summarizing shortens the main idea; rephrasing restates it with different words.
Paraphrasing helps you become what kind of communicator?
An active listener
A client says, “I’ve called three times and still haven’t received an update.” What’s a paraphrase?
“You’re frustrated because you haven’t gotten an update after several calls.”
Which skill does paraphrasing help improve most: listening, writing, or scheduling?
Listening
Paraphrasing helps build what between coworkers?
Trust and rapport
What should you avoid doing when paraphrasing?
Adding your own opinion or changing the meaning.
When paraphrasing, should you use complicated or simple language?
Simple and clear language
Your coworker says, “I’m not sure how to handle this complaint.” Paraphrase it.
“You’re unsure of the best way to respond to the complaint.”
Give one example of a paraphrasing phrase.
“So what you’re saying is…” OR “If I understand correctly…”
What could happen if you don’t paraphrase correctly?
Misunderstandings or communication breakdowns
Give an example of paraphrasing this statement: “I’m confused about the instructions.”
“So, you’re not sure what steps to follow?”
Paraphrase this: “I don’t think I can finish this project by Friday.”
“You’re worried you might not meet the deadline.”
Why is paraphrasing especially important in clerical or office roles?
Because clear, accurate communication prevents mistakes and improves teamwork.