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IT Support & Hardware · Foundational

Active Listening

A communication skill of fully focusing on, understanding, and confirming what the user says.

Definition

Active listening involves not interrupting, taking notes, asking clarifying questions, and restating the issue to confirm understanding. It reduces misdiagnosis and builds user trust. It is part of the professionalism objectives on support exams.

Example

'So the error appears only when you print from Outlook, correct?'

Exam tip

Avoid interrupting, judging, or using jargon; restate the problem to confirm.

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