LISTEN FIRST
Caller repeats their issue multiple times. What should you do first?
Listen fully without interrupting and acknowledge what you hear.
Caller sounds impatient and tense. Name the feeling.
Frustration.
'I understand why you’re feeling ___.’
Any accurate emotion.
Confused, frustrated, upset, dismissed,
True or False: Matching a caller’s tone calms them.
False.
What do callers want first—solution or understanding?
Understanding.
What is a sign a caller does NOT feel heard yet?
Repeating themselves, raising voice, or saying 'You’re not listening.'
Caller says 'This is ridiculous.' What emotion may be underneath?
Feeling overwhelmed or unheard.
Why should empathy come before policy?
It builds trust so policy can be heard.
Caller raises their voice—what’s your first move?
Lower your tone and acknowledge frustration.
Caller says 'I’m tired of dealing with this.' What do they need?
Validation.
Should you interrupt with a solution while a caller is venting? Why or why not?
No venting helps them feel heard before problem‑solving.
Why does naming emotion calm calls?
It validates feelings and lowers defensiveness
Why is 'Calm down' ineffective?
It feels dismissive and escalates tension.
Phrase that slows a heated call?
'Let’s take this step by step.'
Finish the formula: Acknowledge → Validate → ___
Assist / problem‑solve.
Say one phrase that shows active listening.
'Let me make sure I understand.'
'I can hear how ___ this has been.'
Frustrating / stressful / upsetting.
Rephrase empathetically: 'That’s our policy.'
'I understand your frustration—here’s what I can do to help.'
When should you apologize?
When the caller feels inconvenienced—even if not your fault.
Why does empathy improve solutions?
People are more open once they feel heard.