Adult ESL ELL Intermediate Quiz
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INTERPERSONAL COMMUNICATION (SPEAKING & LISTENING)
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During a job training session, the trainer says to the group: 'When a customer seems frustrated, you should first acknowledge their feelings before offering a solution. Jumping straight to solutions can make customers feel like they're not being heard.' Later, a trainee named Luis wants to show he understood and also keep the discussion going.
Luis says: 'So acknowledging feelings first is important — does that mean we should never start with a solution, even if we already know exactly what the fix is?' What communication strategy or combination of strategies is Luis primarily using?
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